Best Western Plus Raffles Inn & Suites

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Since these items were bought at Dand were limited items (stood in line for hours to get them)I will have to buy them again on *** or [redacted] and pay a higher price for themAll I am asking for is the price I bought them for $I have not included my time in filing reports, calling hotel, police report and insurance company.You are correct, there was a misunderstanding about the police reportI did file it immediately and have attached a copyThe [redacted] police have accepted the reportThe Tracking number is [redacted] , 7/20/at 1:PMLike I said, it is going to cost me more to replace the itemsSo by asking for $only, it is like splitting it already as you should see the price on *** for limited edition pieces Regards, [redacted]

Our property received a reservation from Booking.com on May 17"at 5:19pmOur property has a direct connection with Booking.com which means when a guest books a reservation with Booking.com either on the phone or internet the reservation comes in directly to our system eliminating the problem
of entering the reservation incorrectly.The reservation came into our system as an Advance Purchase reservationAdvance Purchase reservations are reservations that are bookable at least weeks in advance and are non-cancellableThe discount for this particular rate is the more than any other discounted rate due to the fact that full payment is required at any time after the booking is made and the reservation is non-cancellableOur property can offer this low rate because the hotel requires payment in advance and does not allow for changes or cancellationAll criteria and cancellation policies are listed on the Booking.com website.I have included a screenshot of our property on the Booking.com website for the date in questionOn this screenshot you can clearly see under “Conditions” that the cancellation policy is listedWhen hovering over the question mark under “conditions” next to “Non-Refundable” an explanation of “Non-Refundable” appears which explains the cancellation and deposit policies and gives information about our breakfastPlease note that since this is a 3" party website our property does not control how information is displayedWe simply give our policies to the 3" party company and they insert policies for each property listed on their website based on their display template.Our property did follow the cancellation policy clearly listed on the website which was no cancellationLater during correspondence as a courtesy we did agree to change the dates to another date if the guest chose to change dates.We regret that this situation occurred but in no way did our property attempt to mislead anyone with this listingDue to the circumstances of the situation and the misunderstanding as a courtesy I will accept the cancellation and refund the amount that was chargedSince the reservation was made with Booking.com the guest will need to contact Booking.com and request the cancellation and they will contact me and I will approve the cancellation fee of penalty and refund the money back to the guest

We deeply regret the missing items and have completed a thorough investigation of the missing items. The investigation included a thorough search of our lost and found storage location as well as interviews with all Room Attendants which service the room. As a result of the investigation including staff interviews we were unable to determine the whereabouts of the missing items. Due to the circumstances of the missing items we did refund 50% of the cost of the items as a courtesy but unfortunately we are unable to increase the compensation amount to the total cost of the items. We strive to do our best to serve our guests in the best possible fashion and are truly apologetic as to the circumstances of this incident.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Since these items were bought at D23 and were limited items (stood in line for 4 hours to get them). I will have to buy them again on [redacted] or [redacted] and pay a higher price for them. All I am asking for is the price I bought them for $315. I have not included my time in filing reports, calling hotel, police report and insurance company.You are correct, there was a misunderstanding about the police report. I did file it immediately and have attached a copy. The [redacted] police have accepted the report. The Tracking number is [redacted], 7/20/17 at 1:09 PMLike I said, it is going to cost me more to replace the items. So by asking for $315 only, it is like splitting it already as you should see the price on [redacted] for limited edition pieces.
Regards,
[redacted]

We apologize for this inconvenience. We strive to assure that each guest has the most memorable experience with us throughtout their stay as possible and we take great pride in serving our guests.The hotel was informed concerning missing items from the guest room. The front desk agent immediately...

contacted housekeeping to search lost and found for the missing items. The missing items were not located in lost and found. The Housekeeping Supervisor interviewed the housekeeper whom cleaned the room to determine if she had seen the items. The housekeeper responded that she did not see the missing items. An Incident report was completed and management was notified to contact the guest. Management contacted the guest the next day and requested that the guest file a police report and forward the police report number back to the hotel so that we could forward to our insurance company to follow up with the guest. Apparently there was a miscommunication regarding forwarding the police report number back to the hotel in order for the hotel to forward the Incident Report to the Insurance company. Sometime later we received a notice from Best Western concerning this issue. Hotel procedure requires that we send the incident report with the police report number for the Insurance Company. Once it was established that the guest did not forward the police report number to the hotel but was contacting the insurance company directly I did call the insurance company directly concerning the issue. The insurance company informed me that due to the amount of the claim and our current deductible it would need to be handled in-house.  I do not show any notes on the reservations as to the door of the room being left open during the guest stay but as a courtesy, the hotel is willing to refund the guest 50% of the cost of the items as a courtesy due to this issue. The hotel has not been able to determine as to the whereabouts of the items since we were unable to locate them in lost and found nor did the housekeeper who cleaned the room mention seeing the items.