C & L Lawnmower Shop

Initial Business Response /* (1000, 9, 2016/02/18) */
This was not a case of an overchargeThe hotel has simply shown you what our net contracted travel agency rate was for your reservationWe are contractually obligated with the hotel chains to mark the rates up to the amount we charged you
This would be exactly the same as if you purchased something at any retail store and then found the wholesale invoice included in the packagingYou would never be eligible to purchase the item at that price, yet knowing the amount of the markup would still be unsettling
Our customer service agent will be contacting you to resolve this issueI don't show that you have ever tried to contact us before filing this complaintHad you done so we would have been happy to assist you

Initial Business Response /* (1000, 9, 2015/08/20) */
I would like to begin by offering my very sincerest apologies for the issues you experienced. I have personally reviewed your complaint and have found that we have several areas where we truly failed you as a customer.
You are correct...

in that you only requested 2 rooms and were booked for 3. This was a system error caused partially by a glitch and partially by the agent handling your reservation. They received an error they didn't understand and submitted your reservation again when they should have first checked on the error message. We have spoken with the agent and explained the importance of not submitting again in this case. It was an honest mistake on their part - with no malice intended at all.
The second issue that was not handled correctly is that a request such as a ground floor with such strict importance should never have been included in the notes and instead should have been verified first with the front desk before making any reservations. I just can't apologize enough for the frustration and disruption this caused to your vacation.
I do certainly agree with your decision not to stay at that property. I agree that the hotel manager's actions make no sense and are indeed shady. If he had ground floor rooms available if booked directly there is no reason why he couldn't have put you in those rooms through our reservation. We are going to bring this up with their corporate office to issue a complaint with how he handled your check-in process.
The 3rd issue is with how your call review was handled. When your call was reviewed it was determined at that point that your 3rd room was most certainly an error and that the agent didn't handle the ground floor issue correctly. At that point you should have been refunded at minimum for 1 of the rooms according to policy. I would have expected to have been asked about the possibility of refunding you for the remaining room as well. This didn't happen. I am reviewing this with all agents who touched your account and will make sure that the policy is clarified for them so that this doesn't happen again.
I have issued you the 2 remaining refunds that you have requested. You should see 2 separate refunds for [redacted] each in your account within 3-5 business days - depending on your bank and the speed in which they process the refunds.
Again, I'm just so sorry that these things went so terribly wrong for you on your vacation.
Initial Consumer Rebuttal /* (2000, 12, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the company as noted above. I do find it disturbing that #1 I even had to get the Revdex.com involved in the first place #2 I had to wait some 20 plus days to have my complaint looked into and resolved having my vacation money tied up until well after my vacation was over and #3 I was so excited about finding the company's number on my cellphone. Had things gone well, I would have used the service other times when we were traveling up and down the road from Canada to Florida (We are snow birds and we travel every year.) And I certainly would have shared the phone number and the service with our children, all 5 who plan on doing traveling to see us, now; however, I will certainly tell all of our children and others to steer extremely clear of your service because #1 even making the reservation was difficult due to the loud and obnoxious voices and music in the background of the reservations clerk #2 the overbooking of more rooms than even requested #3 the failure of more than 3 contacts with your "own" customer service to get the situation resolved #4 the need to get the Revdex.com involved to receive a refund to my checking account more than 20 days later. Again, a reservation that could have gone very well and could have given your company continued business and positive references has most certainly attained the very opposite from where I sit. Sincerely, [redacted] L [redacted]

Initial Business Response /* (1000, 9, 2016/10/31) */
The guest referenced in this complaint booked their reservation online. On our online booking form the booking fee is very clearly disclosed as coming from our company directly and is in no way implied that it goes to the hotel. At no point did...

any agent of ours tell the guest that the booking fee was being charged by the [redacted]
The [redacted] & [redacted] listed themselves in [redacted] as being available to be booked through their online system. This system is accessed by thousands of travel agencies - including ours. I have as of today disabled their property in our personal system. However, they are still able to be booked through other travel agencies. if their desire is to not be booked online, they need to remove themselves from [redacted] We do not have the means or the authority to do this for them.
Initial Consumer Rebuttal /* (3000, 11, 2016/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do all of our on line booking through [redacted] While independent travel agents are welcome to book we object to their charging a fee, particularly a fee of [redacted] for [redacted] room that can easily be booked through our hotel website with no charge. Both guests were very clear in their understanding that the fee was coming to the hotel, so whatever disclosure is used it is not effective. The enterprise is deceptive in concept and execution. This is the only travel agent with whom we have had an isue of this sort. We do not and will not tolerate Interactive Hotel Solutions, Inc. booking any guest for [redacted] & [redacted]
I strongly suggest that the buyer be very much aware when dealing with Interactive Hotel Solutions, Inc.
Thank you. [redacted]
Final Business Response /* (4000, 17, 2016/11/16) */
The guest referenced in this complaint booked their reservation by themselves online through our website. On our online booking form the booking fee is very clearly disclosed as coming from our company directly and is in no way implied that it goes to the hotel. At no point did any agent of ours tell the guest that the booking fee was being charged by the [redacted] It is possible that the guest was confused and assumed the fee went to them, but this was not caused by any misguidance on our part.
The [redacted] & [redacted] listed themselves in [redacted] as being available to be booked through their online system. This system is accessed by thousands of travel agencies - including ours. I have as of today disabled their property in our personal system. However, they are still able to be booked through other travel agencies. if their desire is to not be booked online, they need to remove themselves from [redacted] We do not have the means or the authority to do this for them.