Candlewood Suites Hotel

Initial Business Response /* (1000, 5, 2016/01/28) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
Mr. [redacted] reserved a room for 3 nights at our property. Upon checking in, his credit card was swiped into our system, as is...

regular procedure, and he went to his room. He later came down to the desk and said that he didn't want to stay, and as the General Manager, I personally waived the fee for that night (even though we would be unable to sell the room and it would be lost revenue) and his entire stay.
My Operations Manager, who handles the billing for the hotel, was not aware that I had waived the penalty for Mr. [redacted], and his card was only charged for that first night's room and tax, which was then REFUNDED to Mr. [redacted] on 1/17/16.
Upon check-in, our system places authorizations, or holds, on the credit or debit account for the amount of the entire stay to ensure that the funds are available on the payment method provided. This is standard procedure in not only our hotel, but in many, many others as well. We also have a tent sign on the front desk stating this procedure, and it also points out that how long the funds are held is up to the individual bank or card issuer.
Mr. [redacted]'s card was therefore authorized for three nights, never charged for all three nights, and the amount of the hold should by the date of this response, be back on his available balance on his account. Once I was made aware that my OM had mistakenly charged Mr. [redacted] for that first night, it was refunded, and that amount should also be back on his card.