Budget Host - Platte Valley Inn

Complaint: [redacted] I am rejecting this response because: I don't believe the claim that the business attempted to reach customers or to rectify the situation I was only made aware of the situation because I took the initiative to call the business As a result of this failure I incurred additional expenses to find a new room, to say nothing of the stress caused by finding out I had lost my room On top of that, the staff member I spoke with was very emphatic about the first-come, first-serve policy I do not believe for a second that this was a misunderstanding I believe the business realizes, in retrospect, the horrible business policy they pursued and are attempting to backtrack Finally, this response makes nothing of the fact that the staff literally laughed at me as I was being told my reservation won't be honored Being a new owner is not an excuse for the absolute failure of this business Regards, [redacted]

[redacted]
Dear [redacted]:I am the new owner of the property of Budget Host - Platte Valley Inn in Julesburg, Colorado. For...

me, the closing date of this property was June. 30th of 2017 to take over the property. As you may expect, I went through some processes that took a time for me to take over the ownership and figure out the online booking system in the property.  In addition, there was some procedures to transfer the ownership (that is, original accounts) from the old owner in [redacted]com (including hotels.com) and [redacted] that most customers book through online. Until August 8th of 2017, I was not contacted from the agents of [redacted] and [redacted] who can authorize the account access to control the online booking and make room rate changes. When I was able to control them (online booking and room rate) in Aug. 10th of 2017, there were already too many over bookings through online on the weekend of Aug. 20th in 2017. Unfortunately, the old owner blocked the system specifically on 20th of August before I get a control for online booking, but it was too late action since there were already over booked customers by online. Therefore, on the week of 13th of August, we contacted customers who made online booking already each by each and tried our best to accommodate their need and online reservations.For the case of the customer, we are very sorry that we made a mistake that we missed him in the customer name list and one of our staff gave him a wrong information about the 'first come, first serve'. The staff who talked with the customer did not clearly understand the effort that I was putting on re-contacting with customers and re-arranging rooms and booking conditions according to customers' need. We are very sorry for him to have the unexpected wrong information from the staff and the mistake that we made by missing his name in the contact list for the reservations on 20th of August.On behalf of the staffs and workers at the Budget Host - Platte Valley Inn, I sincerely apologize our mistakes to the customer and his inconveniences on his plan to visit. If he can give me a chance to honor him and any opportunity to express apologies, please let me know what I can do. I know that it may be too late to accept our apology for him, but in some way I would like to show and express my apology to him if he allows me to do that.Thank you for your effort and information about the dispute from the customer.Please let me know if I can show him my sincere apologies for his uncomfortable experiencefrom our motel reservation.Best regards,OwnerBudget Host - Platte Valley Inn[redacted]

Complaint: [redacted]
I am rejecting this response because: I don't believe the claim that the business attempted to reach customers or to rectify the situation.  I was only made aware of the situation because I took the initiative to call the business.  As a result of this failure I incurred additional expenses to find a new room, to say nothing of the stress caused by finding out I had lost my room.  On top of that, the staff member I spoke with was very emphatic about the first-come, first-serve policy.  I do not believe for a second that this was a misunderstanding.  I believe the business realizes, in retrospect, the horrible business policy they pursued and are attempting to backtrack.  Finally, this response makes nothing of the fact that the staff literally laughed at me as I was being told my reservation won't be honored.  Being a new owner is not an excuse for the absolute failure of this business.  
Regards,
[redacted]