Carlson Rezidor Hotel Group

Dear Ms. [redacted]: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 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 Columbus hotel has confirmed that a refund has been processed as of June 17, 2017. Please allow 3-5 business for the refund to appear depending on your bank. Thank you again for contacting us, Ms. [redacted].  We hope you continue to consider us your hotel of choice.

Upon review of this incident, we have determined the following: Mr. [redacted] checked in at our hotel location 05/18-05/20/16. Mr. [redacted]'s name was on the list that our Sales Department received from Google advising that they (Google) would take care of room and taxes for the guest. (There were 2...

Google groups during that time. One would be paid on their own and the other one would be paid by Google and at that time Mr. [redacted] was on the list of the group paying by Google) However, after we sent the invoices to Google, we were advised by Google that his being on the Google pay list was a mistake and we were directed that this guest should pay on his own. As such, we charged his credit card on file for the room and taxes in the amount of $462.72. We have advised Mr. [redacted] of this during our conversations and truly apologize for any frustrations this has caused him but also advised that we have been advised of his pay status by Google and therefore have asked him to contact Google for any further review of this.

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 now. However, we cannot control how quickly they process the credit to Mr. [redacted]'s credit card. We have also sent Mr. [redacted] another...

copy today of the refund receipt from Aug 29th that he may present to his credit card company if needed. Should Mr. [redacted]'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.

I am rejecting this response because:
I have not smoked in a single hotel room my entire life. I do not smoke. I did NOT state that I smoked in that room. The response is containing false information and is rejected due to that. Give. Me. My. Money. Back!!!

Guest was contacted by Customer Care to address her concerns. Guest was offered a free night voucher for any Country Inn & Suites in North America and this was accepted. The guest will need to allow 4-6 weeks for delivery of the voucher.

The guest has been contacted by Customer Care and notified that the Country Inn & Suites By Carlson, Sumter, SC has issued a full refund in the amount of $325.59. Guest is aware that the refund can take 5-7 days to process. The guest agreed with the outcome.

We have reached out to the Radisson Hotel JFK Airport hotel in regards to the refunds Mr. [redacted] expected to receive after his April 2016 stay. They have advised that the refunds for the only charges that Mr. [redacted] received from the hotel (In the amounts of $16.50 for parking and $19.59 for a...

movie) were refunded on April 21st 2016 with comments: 100% guest satisfaction, multiple issues in the room. A receipt showing this has been added. Our internal Case # is [redacted] if needed for your records

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 right. In 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 675,50 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

Dear Mrs [redacted],   We have taken note again of the different remarks of Mr [redacted] now forwarded to through Revdex.com. We 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 bill. Even though, Mr [redacted] was not entirely satisfied with his stay, that does not justify to leave the hotel without paying. Therefore, 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 property. Please find enclosed the invoice as well as the signed registration card for your information. In conclusion, we will not proceed with full reimbursement of 675,50 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 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.

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 honored. In 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 systemRegards,Velvet E/ Member Services Supervisor, Carlson Rezidor Hotel Groupphone: ###-###-####/Fax ###-###-####/Club Carlson at Carlson Rezidor.com[redacted]

We have reviewed this issue and have determined the following: The General Manager was called to the room by his staff due to a strong smell of smoke.  The guest stated to the General Manager that they had smoked medical marijuana in the room but that they had cleaned up after themselves. The...

hotel as a courtesy has refunded the $250.00 smoking fee as a goodwill gesture to the guest. We also did address the guests concern about the amount that he was charged for the room and found that he was given the appropriate group rate for the wedding group that he was attending. As promised, after reviewing the concerns he had brought up, we did advise the guest we would review them and we would reach out to him either on the 26th or the 27th. We did contact the guest on June 27th at 3:14 pm CST which was 1:14 pm local time at the guests location. In regards to the additional issues that he has brought forward in the complaint with the Revdex.com, none of these had been brought up to either the hotel during or after his stay or with Customer Care on any of his many previous conversations with us. As such, while we regret any frustration the guest has experienced, we feel that both the hotel and Customer Care have done all they can do for the guest. Therefore, with the exception of the reversal of the smoking fee after the guest advised he had been using medical marijuana, there will be no further compensation offered.

Initial Business Response /* (1000, 5, 2015/12/16) */
Thank you for your email. We are looking into this as we were contacted by the guest directly as well. Can you please advise the dates the guest is looking at using the E-Certs?
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
The dates we are looking to book are February 17th, 18th, and possibly 19th.
Final Consumer Response /* (2000, 10, 2015/12/29) */
Final Business Response /* (4000, 9, 2015/12/29) */
We have reached out to Mr. [redacted] via phone today and advised that IT has determined and subsequently corrected the E-Cert technical issue that had prevented him from booking at the artotel amsterdam, by park plaza. We have also awarded 20,000 Club Carlson points to his account for the frustration and inconvenience during the time we were investigation this. These points are viewable and redeemable immediately. We truly appreciate his patience while this was being worked out and hopes he has a wonderful time during his upcoming February stay at the artotel amsterdam, by park plaza.

We feel carlson rezidor acted in bad faith by taking reservations they knew they could not honor. We received no warning that the property would be sold. No attempt was made to book us into another hotel. Carlson Rezidor has ruined our dream vacation.

Initial Business Response /* (1000, 10, 2015/06/23) */
As of June 1, 2015 the Bonus Award Night redemption benefit is no longer available to Club Carlson Visa cardholders during the booking process. This benefit has been replaced by a free night annually if a cardholder spends $10,000 on their Club...

Carlson Visa card in the previous 12 month period. Club Carlson is constantly evaluating and implementing new benefits for its members. With the new 'free night' benefit, you are no longer required to stay a minimum of 2 nights and you do not need to have a minimum point balance when booking your stay.
Club Carlson is not offering compensation due to the change in the benefits. To thank our members for their loyalty members can earn 30,000 bonus Gold Points on their next eligible stay at a Carlson Rezidor hotel worldwide when they pay with their Club CarlsonSM Visa(r). Offer ends August 31, 2015 and Terms and conditions apply.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Many people have in fact have been compensated in the manner that I requested because of this sudden change in the award night policy. I would like to continue as a Club Carlson Premier Rewards Visa Signature Card holder and all I ask is for similar compensation to what has already been given out to others.
Final Business Response /* (4000, 14, 2015/06/30) */
Thank you for your reply in regards to the Club Carlson change in benefits for the US Bank Club Carlson VISA credit card. In reference to your request for additional points due to the changes, Club Carlson is not able to award any compensation for the change in benefits. In regards to the $75 fee which is assessed by US Bank, we ask that you contact US Bank regarding that fee. Please know that we do value your business, and appreciate your feedback regarding these changes.