Casa Laguna Inn

To whom it may concern, As the General Manager of Casa Laguna Inn and Spa, I stand behind my decision in personally reaching out to the guest and asking for the removal of her reviewThe guest made statements of fees not being disclosed on the third party website on which she booked her stay, therefore making her review inaccurate and falsely accusing our best practicesI wanted to take the extra step in ensuring the guest’s satisfaction by removing the fees in question even though those fees were 100% disclosed at the time of her bookingMy only goal was to please the guest and clear any statements and representations on Casa Laguna Inn and Spa’s [redacted] pageWe are one of the top hotels in Laguna Beach, our #ranking on [redacted] along with the many hospitality recognition awards we’ve earned throughout the years clearly depict our level of integrity and honest business practicesOur #priority is and always will be our guestsIt is unfortunate that this guest took this kind gesture in any other wayThere was clearly a miscommunication in our correspondence, and we hope we have the ability to resolve this issue with this guest in the near future [redacted] General ManagerCasa Laguna Inn & Spa Hotel949-494-[redacted] www.casalaguna.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Dear Revdex.com: I  disagree and reject the statements made by the General Manager of the Casa Laguna Inn. The General Manager claims I made a false statement regarding the resort fees that were assessed. In her statement to the Revdex.com she suggests that I was aware of the fees, this is absolutely false.  In fact I alerted [redacted] (the 3rd party provider I booked the room with) about the resort fee and as a result they updated their website information to indicate this fee. They additionally provided me with a credit (well above the resort fees) since the Casa Laguna Inn was not forthcoming about these fees to [redacted]. A fact I mentioned to the General Manager of the Casa Laguna Inn when she sent me a message via [redacted] asking if she could speak to me about my review and expressed a desire to refund the fees I paid after my stay. In addition to these fees I was also charge a mysterious $1.91.   I have written documentation from [redacted] indicating that they have since updated their website based on my feedback about the resort fees to them. My entire correspondence with the General Manager of the Casa Laguna Inn has been centered around  the removal of my review from [redacted], I would go as far to say that she harassed me and has repeatedly called my character into question since I would not remove the review.  I have several written documents from her implying that I must remove my review from [redacted] before she would credit me the resort fees of $10.50.  It's true that the General Manager of the Casa Laguna Inn reached out to me to discuss my review, but she would only offer a refund if I removed my review from [redacted]. [redacted] considers this fraud and I do as well. It's more important to me to stand behind my [redacted] review of the Casa Laguna Inn than to have these fees returned to me. I will not remove my review from [redacted]! Furthermore, I think it's shameful that a General Manager of any hotel, especially one that is ranked number 2 in Laguna Beach, California, would rather bribe people to remove their honest reviews about their hotel than try to make potential repeat customers feel welcomed. I live near Laguna Beach. I often stay in the area and entertain friends and business associates in Laguna Beach. I have wonderful connections in the area. The General Manger of the Casa Laguna Inn has poorly represented this company and has actively engaged in deceitful and fraudulent tactics for a mere $10.50. Attached is the email I received from [redacted] regarding the absence of the fees listed on their website and the email correspondence I had with the General Manager of the Casa Laguna Inn. I would appreciate it if the Revdex.com would log my complaint and inability to resolve this issue with the company. Thank you.
Regards,
[redacted]

To whom it may concern, As the General Manager of Casa Laguna Inn and Spa, I stand behind my decision in personally reaching out to the guest and asking for the removal of her review. The guest made false statements of fees not being disclosed on the third party website on which she booked her...

stay, therefore making her review inaccurate and falsely accusing our best practices. I wanted to take the extra step in ensuring the guest’s satisfaction by removing the fees in question even though those fees were 100% disclosed at the time of her booking. My only goal was to please the guest and clear any false statements and representations on Casa Laguna Inn and Spa’s [redacted] page. We are one of the top hotels in Laguna Beach, our #2 ranking on [redacted] along with the many hospitality recognition awards we’ve earned throughout the years clearly depict our level of integrity and honest business practices. Our #1 priority is and always will be our guests. It is unfortunate that this guest took this kind gesture in any other way. There was clearly a miscommunication in our correspondence, and we hope we have the ability to resolve this issue with this guest in the near future.   [redacted]General ManagerCasa Laguna Inn & Spa Hotel949-494-2996[redacted]www.casalaguna.com

Review: The General Manager at the Casa Laguna Inn contacted me to offer me a refund of fees I paid (including one unauthorized fee) in exchange for removing a removing a review I placed on [redacted]. I booked the hotel through a 3rd party representative and the additional fees were not disclosed at the time of booking. I paid these additional fees (included an unauthorized fee of a dollar and some change) and wrote to the 3rd party who has since updated their information to include the fees. I was then contacted by the Casa Laguna Inn who offered me a refund in exchange for removing my review on [redacted], a review I made in good faith and from personal experience. I feel this is an unreasonable and unfair request for fees that should be returned in good faith. Thank you, [redacted] Here is the exact email: Your Recent Stay at Casa Laguna[redacted] <[redacted]> Wed, May 13, 2015 at 10:29 AMTo: [redacted]Hi [redacted] I am happy to issue the refund on your credit card we have on file once the [redacted] review has been removed. Please let me know once it’s done I will refund you the fees asap.[redacted]General ManagerCasa Laguna Inn & Spa Hotel949-494-2996[redacted]www.casalaguna.comDesired Settlement: I would prefer that they would refund the money to me, but I won't remove my review to get them. I would also be satisfied with an apology. I feel their conduct was inappropriate and fraudulent. I feel that's a terrible business practice to offer someone a refund for something that they shouldn't have paid in the first place in exchange for the removal of the review. I really feel Casa Laguna Inn crossed a line in customer interactions and service. Thank you.[redacted]

Business

Response:

To whom it may concern, As the General Manager of Casa Laguna Inn and Spa, I stand behind my decision in personally reaching out to the guest and asking for the removal of her review. The guest made false statements of fees not being disclosed on the third party website on which she booked her stay, therefore making her review inaccurate and falsely accusing our best practices. I wanted to take the extra step in ensuring the guest’s satisfaction by removing the fees in question even though those fees were 100% disclosed at the time of her booking. My only goal was to please the guest and clear any false statements and representations on Casa Laguna Inn and Spa’s [redacted] page. We are one of the top hotels in Laguna Beach, our #2 ranking on [redacted] along with the many hospitality recognition awards we’ve earned throughout the years clearly depict our level of integrity and honest business practices. Our #1 priority is and always will be our guests. It is unfortunate that this guest took this kind gesture in any other way. There was clearly a miscommunication in our correspondence, and we hope we have the ability to resolve this issue with this guest in the near future. [redacted]General ManagerCasa Laguna Inn & Spa Hotel949-494-2996[redacted]www.casalaguna.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Dear I disagree and reject the statements made by the General Manager of the Casa Laguna Inn. The General Manager claims I made a false statement regarding the resort fees that were assessed. In her statement to the Revdex.com she suggests that I was aware of the fees, this is absolutely false. In fact I alerted [redacted] (the 3rd party provider I booked the room with) about the resort fee and as a result they updated their website information to indicate this fee. They additionally provided me with a credit (well above the resort fees) since the Casa Laguna Inn was not forthcoming about these fees to [redacted]. A fact I mentioned to the General Manager of the Casa Laguna Inn when she sent me a message via [redacted] asking if she could speak to me about my review and expressed a desire to refund the fees I paid after my stay. In addition to these fees I was also charge a mysterious $1.91. I have written documentation from [redacted] indicating that they have since updated their website based on my feedback about the resort fees to them. My entire correspondence with the General Manager of the Casa Laguna Inn has been centered around the removal of my review from [redacted], I would go as far to say that she harassed me and has repeatedly called my character into question since I would not remove the review. I have several written documents from her implying that I must remove my review from [redacted] before she would credit me the resort fees of $10.50. It's true that the General Manager of the Casa Laguna Inn reached out to me to discuss my review, but she would only offer a refund if I removed my review from [redacted] considers this fraud and I do as well. It's more important to me to stand behind my [redacted] review of the Casa Laguna Inn than to have these fees returned to me. I will not remove my review from [redacted]! Furthermore, I think it's shameful that a General Manager of any hotel, especially one that is ranked number 2 in Laguna Beach, California, would rather bribe people to remove their honest reviews about their hotel than try to make potential repeat customers feel welcomed. I live near Laguna Beach. I often stay in the area and entertain friends and business associates in Laguna Beach. I have wonderful connections in the area. The General Manger of the Casa Laguna Inn has poorly represented this company and has actively engaged in deceitful and fraudulent tactics for a mere $10.50. Attached is the email I received from [redacted] regarding the absence of the fees listed on their website and the email correspondence I had with the General Manager of the Casa Laguna Inn. I would appreciate it if the Revdex.com would log my complaint and inability to resolve this issue with the company. Thank you.

Regards,