Best Western Sovereign Hotel Albany

The Best Western Sovereign is in receipt of the above mentioned complaint filed by Mr *** in regards to his stay with us June 24-25, We, contacted and, acknowledged to Mr*** that one of the staff members attempted to correct the credit card transactions (referred to in his complaint)
but made the matter worse due to being new on the job, and not knowing how to do it correctlyThe hotel agreed to fully refund Mr*** for one night, of his two night stay, because of said mistakesAs per our Hotel's policy, Mr*** was charged a cleanmg fee of $for excessive cat litter left behind by Mr***: in the room, on the carpeted floor, and in the bathroom However, the Best Western Sovereign agreed to waive this cleaning fee because of the erroneous transactions made by our new staff memberWe took full responsibility for the mistakes made in regards to the credit card transactions which preceded this cleaning fee,and compensated him for such errors on our behalfThe end result being that Mr*** was only charged for a one night stay when he did indeed stay with us for two nights.Unfortunately, the Best Western Sovereign was not made aware of the issues in the guestroom and bathroom that Mr.*** reported after he was checked out of the hotel and had received notification of an extra charge due to excessive cleaning needs on the room in which he stayedWe strive for excellence and guest satisfaction, and would have addressed these concerns immediately had they been brought to our attention during the time of Mr*** stay with usWe are in the practice of making the utmost effort to correct any issues or concerns our guests bring to the attention of the staff here, In addition, we offer our guests the option of switching the room(s) they are staying in; should their accommodations not meet their expectationsHowever, this did not occur because we were not informed of the apparent distress Mr*** expresses in his complaint to your agency, about the Best Western Sovereign.Sadly, Mr*** is not satisfied with the one night refund, and demands that we refund the whole stayWe expressed to Mr*** that a full refund for the entire stay was not warrantedWe issued the one night refund because of our mistakes with his credit cardsBecause we were not given the opportunity to correct a array of the issues that Mr***complained about, ex post facto, regarding the state of his room upon check in these concerns do not justify a full refundWe regret that Mr*** was not pleased with our response, and the adjustments that were made in an effort to satisfy him as a guest at the Best Western Sovereignwe hope this response serves as an adequate appeasement to Mr*** and The Revdex.com, alike.Regards,Management Best Western Sovereign Hotel *** *** *** ** ***