Captain D's

Service Manager Matt R [redacted] spoke to our Client and resolved the issue

Service Manager Matt R*** spoke to our Client and resolved the issue

We received a complaint from the guest via our Online Guest Complaint Service on 1/27/(Which was a Saturday)On Monday 1/29/2018, I responded to the complaintI called the guest and apologized for the inconvenience of purchasing a virtual gift card and being unable to use it at one of our
franchise locations in her areaI devalued the card and had our accounting department issue a check to refund for the $gift cardThe check was mailed to the guest along with a letter apologizing again for the service received

January 4, 2017Dear ***,I apologize for the lateness of this response as I was out of the office over the holidaysFrom what understand, *** ***s credit card would not authorize for the full amount of his stay, it is customary in the hotel industry to authorize the credit card and put a
hold on funds of at least the anticipated hotel charge plus an additional amount for incidentalsHis stay including tax was $We were initially able to authorize $(please see attached detail) and were subsequently able to authorize an additional $don't know how many times the front desk clerk tried to obtain authorizationTypically, if we can't obtain the full amount initially, we continue to try smaller amounts until the minimum is satisfiedIf the clerk tried too many times, this could be a reason that the credit Card company shut down his account.Ross K***, one of the owners of The Woodlands, spoke to *** *** and reduced the amount owed by in an effort to satisfy himRoss was unable to remove the holds totaling due to his bank being uncooperativeIn my experience, any card issuer that I have ever requested a hold release has granted my request, this case, his bank told Ross that they do not release holds so Ross was unable to comply with *** ***s requestRoss then told *** *** that he would comp his entire stay and refund the $100,that was charged to his cardSince *** *** already submitted a dispute via his credit card company, Ross told him that when we received notice of the chargeback, we would not dispute it and allow it to be credited back to his card.From our standpoint, it appears that once he receives credit for the $this dispute has been resolved and *** ***did not pay anything for his stay so there should be nothing else to refund.I sincerely apologize for the difficulty *** *** has experienced with his credit card being shut down as this was never our intention and understand how frustrating that can be.If you have any questions or need additional information, I can be reached at ***Ext***.Sincerely,Michelle V.General Manager