Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As I have previously stated, I reserved 3 rooms for 2 nights well in advance for the dates in question. I was given a cancellation deadline, of which I called ahead of that deadline to cancel ALL rooms under my name for those dates in question. Their personnel at this site cancelled SOME of the rooms under my name for the dates in question. I was given verbal confirmation from the personnel at this site that ALL reservations were cancelled for the dates in question. Without an electronic or verbal verification for reservations (for example, a reservation number), how am I, as a consumer, able to identify an error on their part for booking a 4th room I did not request? I explicitly called and abided by their policies to cancel ALL rooms I previously requested before their deadline. I do no understand the ambiguity of the situation projected by the Baymont Inn and Suites. They made the mistakes, both in part by reserving a 4th room not authorized by myself and in failing to authorize my request that ALL rooms reserved under my name be canceled for the dates in question. The Baymont Inn and Suites and existing personnel are at fault and need to do what is right, and provide a full refund as previously stated in the original complaint. I will accept nothing less from them at this point in time.
The consumer expressed in his second statement that the personnel at this particular property is at fault for booking these reservation, which is not true. Like we stated in our first response, the guest booked the reservations himself and the reservations came through the CRS (central reservations system). This means that it was either booked online or over the phone with a representative from the Baymont Inn & Suites customer service 800 number hotline. He did not contact our property directly to make these reservations. We have proof of this as well. There was no mistake on our part in terms of booking these reservations, including the 4th one.We will be happy provide the guest with a full refund when he supplies us with proper proof of cancellation, which he stated verbally to us that he had in his possession at home. He may also use his original booking confirmation as proof that he only booked 3 rooms. Until we receive one of these two things, we cannot move forward with the request.Thanks you,Baymont Inn & Suites Management
The guest expressed in his statement that he only had 3 rooms reserved, but there were originally 4 room reservations sen through our CRS (central reservations system). When rooms are booked through CRS, this means guest did not contact the hotel directly to reserve the rooms. He either booked...
online or over the phone with an 800 number.3 of these rooms were indeed cancelled, but the 4th one was not. He asked to cancel 3 of the rooms, which was done for free of charge, and he was given 3 separate cancellation confirmation numbers. Since the last one was not cancelled, he was then later charged as a "no-show" on the night of the reservation.He did in fact call our property 3 separate times and spoke to a manager and also another front desk associate during other calls. Each time he was told bout our policy which, without proer proof of cancellation (cancellation confirmation number), we could not refund the amount of $234.08.He also stated that he was not given a cancellation confirmation number, but again, he was given 3 at the time of the call which he provided on the phone at a later date. He explained over the phone with us that he did not have the last cancellation number in hand and it was at home when he called to request the refund. We never received a follow-up call with proof of cancellation.It is our hotel policy that we have to proper proof of cancellation in order to refund a guest for a "no-show"reservation. All front desk associates are trained to inform the guest of this policy in the situation that the guest does want a refund for a no-show reservation that was supposed to be cancelled. They were correct to tell him that. We are a franchise and every hotel has different policies. We do not expect a guest to already have knowledge on our policy prior to a situation like this, but it was explained to him three different times over the phone. Until we are provided with the correct cancellation confirmation number, we can no longer move forward with the request to refund this guest.Thank you,Baymont Inn & Suites Management
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As I have previously stated, I reserved 3 rooms for 2 nights well in advance for the dates in question. I was given a cancellation deadline, of which I called ahead of that deadline to cancel ALL rooms under my name for those dates in question. Their personnel at this site cancelled SOME of the rooms under my name for the dates in question. I was given verbal confirmation from the personnel at this site that ALL reservations were cancelled for the dates in question. Without an electronic or verbal verification for reservations (for example, a reservation number), how am I, as a consumer, able to identify an error on their part for booking a 4th room I did not request? I explicitly called and abided by their policies to cancel ALL rooms I previously requested before their deadline. I do no understand the ambiguity of the situation projected by the Baymont Inn and Suites. They made the mistakes, both in part by reserving a 4th room not authorized by myself and in failing to authorize my request that ALL rooms reserved under my name be canceled for the dates in question. The Baymont Inn and Suites and existing personnel are at fault and need to do what is right, and provide a full refund as previously stated in the original complaint. I will accept nothing less from them at this point in time.
Regards,
[redacted]
The consumer expressed in his second statement that the personnel at this particular property is at fault for booking these reservation, which is not true. Like we stated in our first response, the guest booked the reservations himself and the reservations came through the CRS (central reservations system). This means that it was either booked online or over the phone with a representative from the Baymont Inn & Suites customer service 800 number hotline. He did not contact our property directly to make these reservations. We have proof of this as well. There was no mistake on our part in terms of booking these reservations, including the 4th one.We will be happy provide the guest with a full refund when he supplies us with proper proof of cancellation, which he stated verbally to us that he had in his possession at home. He may also use his original booking confirmation as proof that he only booked 3 rooms. Until we receive one of these two things, we cannot move forward with the request.Thanks you,Baymont Inn & Suites Management
The guest expressed in his statement that he only had 3 rooms reserved, but there were originally 4 room reservations sen through our CRS (central reservations system). When rooms are booked through CRS, this means guest did not contact the hotel directly to reserve the rooms. He either booked...
online or over the phone with an 800 number.3 of these rooms were indeed cancelled, but the 4th one was not. He asked to cancel 3 of the rooms, which was done for free of charge, and he was given 3 separate cancellation confirmation numbers. Since the last one was not cancelled, he was then later charged as a "no-show" on the night of the reservation.He did in fact call our property 3 separate times and spoke to a manager and also another front desk associate during other calls. Each time he was told bout our policy which, without proer proof of cancellation (cancellation confirmation number), we could not refund the amount of $234.08.He also stated that he was not given a cancellation confirmation number, but again, he was given 3 at the time of the call which he provided on the phone at a later date. He explained over the phone with us that he did not have the last cancellation number in hand and it was at home when he called to request the refund. We never received a follow-up call with proof of cancellation.It is our hotel policy that we have to proper proof of cancellation in order to refund a guest for a "no-show"reservation. All front desk associates are trained to inform the guest of this policy in the situation that the guest does want a refund for a no-show reservation that was supposed to be cancelled. They were correct to tell him that. We are a franchise and every hotel has different policies. We do not expect a guest to already have knowledge on our policy prior to a situation like this, but it was explained to him three different times over the phone. Until we are provided with the correct cancellation confirmation number, we can no longer move forward with the request to refund this guest.Thank you,Baymont Inn & Suites Management