Best Western Louisville East

Business Response to a ComplaintComplaint ID#: [redacted] Company Name:Best Western Louisville EastCompany Contact: [redacted] Company Phone:###-###-####Company Email: [redacted] Person Who Sent the Complaint: [redacted] ***Staff Member:Response:I am responding to the complaint filed by Ms [redacted] with the ID# mentioned aboveMsDahms booked a reservation through Expedia.com website on March 2, for nightsThen on March 5, the guest cancelled that reservation which we allowed and made a separate reservation just for nightThe guest knew while making the reservation through the 3rd party website that it would be a non cancellable reservationWe did not receive a call for cancellation at the hotel by Expedia.com till about 7:pm on day of arrivalSo as per hotel policy and our contract with Expedia.com there was a one night penalty charged on the reservationWe can understand that the guest had a family emergency, but we just have to act as per the hotel policy and contracts signed so that we are treating all our guests in the same manner without being partial or impartial to anyoneWe try to not make individual decisions based on different situations as every guest might have a different situation that could be considered as emergency or importantAs mentioned above, we did let the guest change a non cancellable reservation from nights to night, as we understand that sometimes changes are needed.Sent on: 3/28/6:02:PM

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to methis complaint has been resolved Regards, [redacted]

We had already spoken with this guest in person and resolved the issue Thanking you *** *** General Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. this complaint has been resolved 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you...

may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. this complaint has been resolved 
Regards,
[redacted]

Business Response to a Complaint
font-size: 12.8px; font-family: arial, sans-serif;">
Complaint ID#:
[redacted]
Company Name:
Best Western Louisville East
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
Response:
I am responding to the complaint filed by Ms. [redacted] with the ID# mentioned above. Ms. Dahms booked a reservation through Expedia.com website on March 2, 2016 for 2 nights. Then on March 5, 2016 the guest cancelled that reservation which we allowed and made a separate reservation just for 1 night. The guest knew while making the reservation through the 3rd party website that it would be a non cancellable reservation. We did not receive a call for cancellation at the hotel by Expedia.com till about 7:38 pm on day of arrival. So as per hotel policy and our contract with Expedia.com there was a one night penalty charged on the reservation. We can understand that the guest had a family emergency, but we just have to act as per the hotel policy and contracts signed so that we are treating all our guests in the same manner without being partial or impartial to anyone. We try to not make individual decisions based on different situations as every guest might have a different situation that could be considered as emergency or important. As mentioned above, we did let the guest change a non cancellable reservation from 2 nights to 1 night, as we understand that sometimes changes are needed.
Sent on: 3/28/2016 6:02:03 PM

Business Response to a ComplaintComplaint ID#:[redacted]Company Name:Best Western Louisville EastCompany Contact:[redacted]Company Phone:###-###-####Company Email:[redacted]Person Who Sent the Complaint:[redacted]Staff Member:Response:I am responding to the complaint filed by Ms....

[redacted] with the ID# mentioned above. Ms. Dahms booked a reservation through Expedia.com website on March 2, 2016 for 2 nights. Then on March 5, 2016 the guest cancelled that reservation which we allowed and made a separate reservation just for 1 night. The guest knew while making the reservation through the 3rd party website that it would be a non cancellable reservation. We did not receive a call for cancellation at the hotel by Expedia.com till about 7:38 pm on day of arrival. So as per hotel policy and our contract with Expedia.com there was a one night penalty charged on the reservation. We can understand that the guest had a family emergency, but we just have to act as per the hotel policy and contracts signed so that we are treating all our guests in the same manner without being partial or impartial to anyone. We try to not make individual decisions based on different situations as every guest might have a different situation that could be considered as emergency or important. As mentioned above, we did let the guest change a non cancellable reservation from 2 nights to 1 night, as we understand that sometimes changes are needed.Sent on: 3/28/2016 6:02:03 PM