Carlson Rezidor Hotel Group

Upon review we the guest was not using the promotion code provided with the E cert number in their original email The promotion code is required when making reservations on the website Email has been sent to the customer with the promotion code

Thank you for taking time to communicate your concerns to us about your recent experience with the Country Inn & Suites By Carlson, Baltimore North, MD We regret that we did not meet your expectations and ask that you accept our sincerest apologiesThe comments and suggestions we receive from our guests are taken seriously They tell us what we're doing right, what we're doing wrong, and how we can improve Your willingness to share your recent experience is genuinely appreciatedOur Baltimore hotel operates under franchise agreement Carlson Rezidor Hotel Group licenses the use of the “Country Inns & Suites by Carlson" name to the owner of the hotel and is not involved in the day-to-day management of the hotel Please be assured, however, that we are concerned with each guest's experienceWe have communicated your concerns with the General Manager Deepak who confirmed that upon your original inquiry you wished to pay half cash and half on your card, however in order for the reservation to be held a valid credit card must be providedDue to the credit card not being valid at the time, the hotel was unable to accept the cash portion of payment and allow a hold on the reservationWe are very sorry that the hotel was unable to accommodate your request and hope you continue to consider us your hotel of choice

Dear Ms***:Thank you for taking time to communicate your concerns to us about your recent stay at the Country Inn & Suites By Carlson, Columbus (Fort Benning), GA We regret that we did not meet your expectations and ask that you accept our sincerest apologiesThe comments and suggestions we receive from our guests are taken seriously They tell us what we're doing right, what we're doing wrong, and how we can improve Your willingness to share your recent experience is genuinely appreciatedOur Columbus hotel has confirmed that a refund has been processed as of June 17, Please allow 3-business for the refund to appear depending on your bankThank you again for contacting us, Ms*** We hope you continue to consider us your hotel of choice

Dear Mrs [redacted] , We acknowledge reception of your answer that we received via the Revdex.com complaint tool and we have taken good note regarding the rejection of our answer We kindly inform you that according to our company policy, the 100% Guest Satisfaction Guarantee will only apply if we are not able to take immediate actions once informed onsite and to make it rightIn the customer’s case, we proposed a solution, but unfortunately he refused our offer to change room The guest is not entitled to the 100% Guest Satisfaction reimbursement as he did not give us the opportunity to make things right during his stay In conclusion, we will not proceed with full reimbursement of 675,Euro as requested by Mr [redacted] Do not hesitate by contacting us for any further information you may need Yours sincerely, Eric [redacted] General Manager

I am rejecting this response because: I have not smoked in a single hotel room my entire lifeI do not smokeI did NOT state that I smoked in that roomThe response is containing information and is rejected due to thatGiveMeMyMoneyBack!!!

Dear Mrs [redacted] , We have taken note again of the different remarks of Mr [redacted] now forwarded to through Revdex.comWe are sorry to let know that we have already fully responded to his complaint in our email of Monday June 20th, 2016, We also wish to specify that Mr [redacted] did not have the decency to pass by our reception to check out and pay his billEven though, Mr [redacted] was not entirely satisfied with his stay, that does not justify to leave the hotel without payingTherefore, instead of filing a complaint at the local police station, we have taken the decision to charge his American Express credit card for the incurred expenses at our propertyPlease find enclosed the invoice as well as the signed registration card for your informationIn conclusion, we will not proceed with full reimbursement of 675,Euro as requested by Mr [redacted] Do not hesitate by contacting us for any further information you may needYours sincerely Eric [redacted] General Manager Radisson Blu Hotel Nice

Deepak the General Manager spoke with the guest regarding her booking. In order for the hotel to hold a reservation a valid credit card must be on the reservation per the hotel's guarantee policy. The guest had an invalid credit card on the reservation and was unable to... provide a valid credit card to continue holding the reservation. The hotel was unable to accept the payment option the guest presented as they require a valid credit card to hold the reservations.

Initial Business Response /* (1000, 8, 2016/03/17) */
2/15/- We received a phone call from guest regarding his stay with us from 2/11-to 2-13-He shared the following concerns with us about his stay:
a) His suite was located across the hall from the elevatorHe stated that the
"ringing" of the elevator was disruptiveMr*** had asked for his room to be moved, however we were sold out and unable to relocate him as requested
b) Mr*** stated that he was very upset with the quality of our breakfastHe stated that the eggs were rawAll of our products are pre-cooked that only require to be heatedWe do not serve food unless it meets all ServSafe temperature requirements and standardsNo other guest complaints were received about food temperature
Guest demanded that he be fully compensated an entire nights stay, which was not granted for the following reasons:
a) We do not feel as though 100% compensation is a justifiable solution, given the issues stated above
b) Because this reservation was booked through a third party, and rate has already been well discounted above the standard rateAny credit on this reservation is provided to the third party booking company, not the guest
c) Guest was initially offered a generous discount on a future stay, including a free night stay voucher, but refused offered compensation
Apologies were extended, along with the remdial effort of a discounted or free night stay - which were refused, therefore we feel that no further compensation should be granted
Initial Consumer Rebuttal /* (3000, 10, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This guy the gm is a liar and I booked through a 3rd party but didn't pay them one cent and used a completely different card at check in and room rates where the exact same as on there website, you my friend are a liar as even customer service told me my card could be refunded I want my money back or a check mailed from corporate it is not my fault the manager doesn't know how to staff during an event week and lies to guest I want corporate involved and not a lying gm
Final Business Response /* (4000, 12, 2016/03/20) */
To whom it may concern: Upon review of our documentation here at the corporate office, we see that Mr*** was not advised of a refund via either his credit card or via check but rather offered one Country Inn & Suites Free Night Certificate that can be used at any Country Inn & Suites By Carlson hotel in North AmericaMr*** advised our office at that time that he didn't want just one Free Night Certificate he wanted two Free Night Certificates and as such this is what was processed on March 1stWe normally allow - weeks for delivery of these certificates so Mr*** should receive these within the next business days

We have reached out to the hotel once more and have confirmed that the refund was processed on Aug 29th and the credit card company should see it by nowHowever, we cannot control how quickly they process the credit to Mr***'s credit cardWe have also sent Mr*** another copy today of the refund receipt from Aug 29th that he may present to his credit card company if neededShould Mr***'s credit card company not see the pending credit and need any additional information, we ask that they contact the hotel directly who will assist the credit card company in any way needed to confirm this credit from Aug 29th

MsAnna ***, the General Manager of the Country Inn & Suites By Carlson in Chambersburg, PA has refunded the stay in the full amount of $(not the lower amount of $that was listed in the complaint)Ms*** has also left a VM for the guest apologizing for the problems they
encountered as well as sending them a receipt showing the refund to the email listed on the complaintPlease let us know if there any anything more that we may assist you with

I forgot to attach the 100% Satisfaction Guarantee to the reply posted.***See attached

Per our terms and conditions: If a hotel ceases to be a Participating Property after an Award Night reservation is made, but before the actual stay, Carlson will use reasonable efforts to have the hotel honor the Award Night reservation, but cannot and does not guarantee that
any such Award Night reservationswill be honoredIn addition, at the discretion of Carlson, Award Nightsmay not be available for reservation at a hotel once it is determined that such hotel will be leaving the Carlson system or otherwise will cease to be a hotel in the Carlson system regardless of the length of time before such hotel actually leaves the system *** ** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 8, 2015/05/20) */
Thank you for contacting us in regards to the Club Carlson change in benefits for the US Bank Club Carlson VISA credit cardIn reference to your request for additional points due to the changes, Club Carlson is not able to award any
compensation for the change in benefitsIn regards to the $fee which is assessed by US Bank, we ask that you contact US Bank regarding that feePlease know that we do value your business, and appreciate your feedback regarding these changes

I am rejecting this response because:I haven't received the 50% credit card that they said they were going to refund

I am rejecting this response because:
I did want total amount all on my credit cardI feel that is should have been another option for used

Upon review we the guest was not using the promotion code provided with the E cert number in their original email.   The promotion code is required when making reservations on the website.  Email has been sent to the customer with the promotion code.

Thank you for taking time to communicate your concerns to us about your recent experience with the Country Inn & Suites By Carlson, Baltimore North, MD.  We regret that we did not meet your expectations and ask that you accept our sincerest apologies. The comments and suggestions we receive from our guests are taken seriously.  They tell us what we're doing right, what we're doing wrong, and how we can improve.  Your willingness to share your recent experience is genuinely appreciated. Our Baltimore hotel operates under franchise agreement.  Carlson Rezidor Hotel Group licenses the use of the “Country Inns & Suites by Carlson" name to the owner of the hotel and is not involved in the day-to-day management of the hotel.  Please be assured, however, that we are concerned with each guest's experience. We have communicated your concerns with the General Manager Deepak who confirmed that upon your original inquiry you wished to pay half cash and half on your card, however in order for the reservation to be held a valid credit card must be provided. Due to the credit card not being valid at the time, the hotel was unable to accept the cash portion of payment and allow a hold on the reservation. We are very sorry that the hotel was unable to accommodate your request and hope you continue to consider us your hotel of choice.

We have left a voice mail for Mr.  [redacted] asking him to contact us regarding Issue [redacted] at ###-###-####.

I am Joe [redacted] General Manager of the Radisson Resort at the Port - I reached out to [redacted] by phone and discussed his issues with him personally. I did apologize for the handling of his issues by our Front Desk agent and discussed his issues with our decorative pools and swimming pools -...

I wanted to do something for Mr. [redacted] to help make right his stay with us. I offered to refund 50% of the cost of his stay with us. He accepted my offer. We closed our conversation discussing their future cruise plans from our Port and did suggest he let me know if I can help with a future stay if they wish.