BW Princeton Manor Inn and Suites

Dear Madam/SirThe guest's complaint is not valid as far as the charges are concernedAll the charges are absolutely correctWe tried our best multiple times to clarify how the number/math worked out in terms of total charges on the credit card but she was so insistent on her position that we felt like she just did not want to listen to itShe kept saying it's a fraudulent charge whereas she has physically stayed in the hotel for multiple nights and has signed the receipt pages accordingly.Now please allow me to respond to her complaints in detail, point wiseWe have never overcharged on her credit card in the past stays.In her separate stays, she has stayed nights, initial nights on April 9th and 10th on free night points and then on locally negotiated rate or third party ratesAfter she referenced about prepaid rates on third party sites it was me who offered her locally negotiated rate of $per day which was pretty good rate and she was happy with itBased on demand and supply, however, the rates keeps up and downFor that reason, may be she did not get the rate she wanted with other front desk staff or some other reason she reserved room via Expedia for days starting from May 12thSo at the time of check in her credit card was swiped for $on 05/to cover seven nightsAfter days past her room key expired and came to the front desk to get the new key on the 19thHer complaint that it took me half an hour to cut the key is not correctIt takes only few second just to do thatBut we needed sort out other things as well, rates and number of nights to stay over When I asked how many days to extend the stay she said it was for another daysSo I gave her back again the same local rack rate of per day and authorized another $for next nights additional, resulting in total amount authorized on her card to be $I did not check her out and check her in.However on May 21st when she came at the front desk to get another room key, I looked into the pending balance and charged that already authorized total amount of $to prevent incremental daily authorization if she were to extend her stay past those next days alsoI explained it to her which she agreed and signed each of the three pages of receiptWhen she asked about $credit balance due on the receipt shown as " -303.70" I explained her that since she asked for one more week of extension the computer automatically has charged $out of which $was applied to cover the nights of 19th, 20th and 21st showing credit balance to be applied to next nightsShe seemed to agree and signed the receiptSo there is no question of refund as she stayed all that additional nights and one more night that was paid with cash.2.Such charges are not against [redacted] policy as she claimsOn 25th she wanted to again extend keeping the same rate but rate was way high already and we were not able give her that rateThat's when all kinds of problems popped upShe wanted to talk to me immediately when I was on day offMy boss told her that I would be by pm the following dayshe agreed but she again demanded at pm that the manager come to talkI did come at pm but she was goneI did not want to bother her by calling at nightHowever I did call her in the morning at hotel phone and left voicemailSince I did not receive any response from the guest I again left one more voice message on the number we had on the fileFew hours after that in the afternoon she gave the front desk person different number in which I called her again and was finally able to talkIt took about minutes on never ending conversation in which she repeatedly alleged that the charges were fraudulentShe would not let me speak furtherShe kept saying fraudulent, fraudulent repeatedlyI had no other choice other than to end the conversationHow can be the charges fraudulent if she stayed in the hotel, gave the card to swipe and signed the receipt with her own signature?On the May 26th at pm, I again called the guest from the hotel in the hope that I can see her in person and resolve the matterShe did not want to come downOn the phone she repeated the same thing - overcharge, fraudulent etc over the phoneFinally she said she is okay if we keep her rate the same for the next night (that would be her 15th night for this stay) whereas the ongoing rate was $and pay only the following morning with cashI allowed thatOn [redacted] Reward points, I clarified that since she originally booked through third party, Expedia, we are not obligated to give her points since optional but if she is expecting that I can allow pointsHowever, when I was ready to give her points on check out on 27th, she alleged I changed my tone, I lied, she talked to [redacted] and they gave her points, matters resolved etcShe just signed receipt again and left.It's hard to believe that a platinum member guest can give us such a hard time by alleging all kinds of blames which is not true at all.I am happy to furnish any other detail you or the guest may need in this regard.Thank you.Sincerely,Suren [redacted] Manager [redacted] Princeton Manor Tell us why here

Dear Madam/SirThe guest's complaint is not valid as far as the charges are concernedAll the charges are absolutely correctWe tried our best multiple times to clarify how the number/math worked out in terms of total charges on the credit card but she was so insistent on her position that we felt
like she just did not want to listen to itShe kept saying it's a fraudulent charge whereas she has physically stayed in the hotel for multiple nights and has signed the receipt pages accordingly.Now please allow me to respond to her complaints in detail, point wiseWe have never overcharged on her credit card in the past stays.In her separate stays, she has stayed nights, initial nights on April 9th and 10th on free night points and then on locally negotiated rate or third party ratesAfter she referenced about prepaid rates on third party sites it was me who offered her locally negotiated rate of $per day which was pretty good rate and she was happy with itBased on demand and supply, however, the rates keeps up and downFor that reason, may be she did not get the rate she wanted with other front desk staff or some other reason she reserved room via Expedia for days starting from May 12thSo at the time of check in her credit card was swiped for $on 05/to cover seven nightsAfter days past her room key expired and came to the front desk to get the new key on the 19thHer complaint that it took me half an hour to cut the key is not correctIt takes only few second just to do thatBut we needed sort out other things as well, rates and number of nights to stay over When I asked how many days to extend the stay she said it was for another daysSo I gave her back again the same local rack rate of per day and authorized another $for next nights additional, resulting in total amount authorized on her card to be $I did not check her out and check her in.However on May 21st when she came at the front desk to get another room key, I looked into the pending balance and charged that already authorized total amount of $to prevent incremental daily authorization if she were to extend her stay past those next days alsoI explained it to her which she agreed and signed each of the three pages of receiptWhen she asked about $credit balance due on the receipt shown as " -303.70" I explained her that since she asked for one more week of extension the computer automatically has charged $out of which $was applied to cover the nights of 19th, 20th and 21st showing credit balance to be applied to next nightsShe seemed to agree and signed the receiptSo there is no question of refund as she stayed all that additional nights and one more night that was paid with cash.2.Such charges are not against *** *** policy as she claimsOn 25th she wanted to again extend keeping the same rate but rate was way high already and we were not able give her that rateThat's when all kinds of problems popped upShe wanted to talk to me immediately when I was on day offMy boss told her that I would be by pm the following dayshe agreed but she again demanded at pm that the manager come to talkI did come at pm but she was goneI did not want to bother her by calling at nightHowever I did call her in the morning at hotel phone and left voicemailSince I did not receive any response from the guest I again left one more voice message on the number we had on the fileFew hours after that in the afternoon she gave the front desk person different number in which I called her again and was finally able to talkIt took about minutes on never ending conversation in which she repeatedly alleged that the charges were fraudulentShe would not let me speak furtherShe kept saying fraudulent, fraudulent repeatedlyI had no other choice other than to end the conversationHow can be the charges fraudulent if she stayed in the hotel, gave the card to swipe and signed the receipt with her own signature?On the May 26th at pm, I again called the guest from the hotel in the hope that I can see her in person and resolve the matterShe did not want to come downOn the phone she repeated the same thing - overcharge, fraudulent etc over the phoneFinally she said she is okay if we keep her rate the same for the next night (that would be her 15th night for this stay) whereas the ongoing rate was $and pay only the following morning with cashI allowed thatOn *** *** Reward points, I clarified that since she originally booked through third party, Expedia, we are not obligated to give her points since optional but if she is expecting that I can allow pointsHowever, when I was ready to give her points on check out on 27th, she alleged I changed my tone, I lied, she talked to *** *** and they gave her points, matters resolved etcShe just signed receipt again and left.It's hard to believe that a platinum member guest can give us such a hard time by alleging all kinds of blames which is not true at all.I am happy to furnish any other detail you or the guest may need in this regard.Thank you.Sincerely,Suren ***Manager*** *** Princeton Manor Tell us why here