The guest [redacted] booked through the Hotel's website during the US Vintage Racing Championship, which is a non-refundable reservationWe received your call on 10/29/to cancel the reservation, and the front desk informed you that is during Special Even date on our website when you booked the room, so it's non refundableOn 10/30/15, we received your call to cancel the reservation and our front desk manager informed you that is a non-refundable date, we provided our GM's contact information to you, but we have not received a any email from you so far
To whom it may concern, We reviewed this case again and againThe [redacted] ***'s policy did not have statement about " The Hotel will charge the credit card the day the reservations are made." It was not on our website when you made reservationWe do have the confirmation letters showed in Past Chronological Transactions [redacted] and [redacted] these confirmation letters had been sent to the guestWe agree to return $for the reservation [redacted] which we did not sent the confirmation letterPlease 'view the attached paper which includes: pages Cancellation confirmation letters which include the fees I pages Our hotel Chronological transactions which show the confirmation letter was ernailcd on the day they made the reservation page A copy of the guest folio which shows the email addressThis just confirms which email the confirmation letters were sent toHotel policites letters which we sent to guest, and Revdex.com on 8/27/
Complaint: [redacted] I am rejecting this response and would like to point to certain glaring discrepancies in it THEIR RESPONSE states: " [redacted] ***'s policy does not state that " The Hotel will charge the credit card theday the reservations are made."IN FACT: in the 4th paragraph of the "Cancellation Confirmation" attached by the [redacted] to their response, it states clearly that:"Black-out" or Special Event dates are non-refundable and payment is obtained at the time of reservation."It states further in the "Hotel Policies" attached by the [redacted] to their response, that "Reservations during Special Events...will require a full deposit."We called to inquire about rooms on September 9thWe were charged for these rooms on October 31, over a month after our inquiry callIf we had been properly informed by the [redacted] 's representative on our first call to inquire about the availability of rooms that the dates we needed were so-called "Black-Out" dates, and that providing our credit card number meant that we would be making a non-refundable reservation, we would have never have proceeded furtherAs we have made clear from the outset, we were calling weeks in advance to INQUIRE, not to CONFIRM We were charged for these rooms by the [redacted] without our knowledge or consent THEIR RESPONSE STATES:We do have the confirma.tion letters showed in PastChronological TransactionsTheseconfirmation letters ( [redacted] and [redacted] ) had been sent to the guest on 08/30/2017.IN FACT:We never received ANY confirmation letters or emailWe never CONFIRMED roomsWe called to INQUIREWe would never have given our credit card number if we knew the rooms were non-refundable as we were early in our process of looking into where to stay in Austin We were charged for these rooms by the [redacted] without our knowledge or consent THEIR RESPONSE STATESWe agree to return $for the reservation 1600;2S which we did not sent theconfirmation letter.We are pleased that you find justification in returning $due to the fact that you did not send a confirmation letterOur position remains, however, that:IN FACT:- we did not receive confirmation letters for any of the rooms- we were not informed when we called that the dates about which we were inquiring were during one of your so-called "Black-out" periods- we called to inquire about rooms, not to book them and would certainly NOT have booked them had we been informed that to do so would be on a non-refundable basis We fully expect the return of the full amount of $2,charged without our knowledge or consent, or an amount of $addition to $you have agreed to return.Thank you
Thank you for your time and interest in the Casulo Hotel, We work hard to deliver a positive overall experience for all past and incoming guestsUnfortunately with the third party bookings as stated once the reservation is confirmed online by the guest, all prepaid reservations are non-refundable When booking online the guest is offered a lower rate this being the prepaid net rateThe difference in booking online can save the guest up to 50% off at timesThis discount is significant and may vary due to higher occupancy nights or special eventsAll promotional deals and discounted rates booked are non-refundable once booked through the third partyThe cancellation policy is made clear before confirming your reservations and submitting personal payment informationWe do apologize if any of the information was misinterpreted or made unclear on the cancelation policy Thank you kindly, Casulo Hotel [redacted]
Complaint: [redacted] I am rejecting this response because: The response they give is on every point! I have attached my line by line response as well as six reviews by other customers Regards, *** [redacted]
Complaint: [redacted] I am rejecting this response because 1- I was not aware those were non refundable dates as the hotel did not explicitly sat those dates were special datesI would've never purchased it if I was aware of thatI only learned that once I called the hotelMy second call to the hotel I got hung on and received a phony email( [redacted] )Obviously, the lady at the front desk had no interest in helping meSecond, I called the hotel on Monday I believe for an update and Paula at the front desk informed me the GM would get my message and contact meI have heard nothing thus farShe provide me with the correct email to which I just wroteShe also did say my request us pending approvalIt seems the hotel is not being very cooperative, and I would like to request a call made to me this week with a status update, otherwise I would submit a claim to the FTC and have them handle it as I believe I have been very patientMy booking we almost 1000$This is plain advertising and bad business practice Regards, [redacted] ***
Good morning *** ***,We have received a request for a refund for a past reservation which was booked though ***As stated back in May since the reservation still showed as an active reservation by the site you booked though we requ:red the cancellation email received by them when
the reservation was canceledThe Hotel still has not received anything regarding this matter till this dateAccording to the site the reservation showed and still shows as a valid reservation no cancellation was ever submitted Ths has been forwarded to our accounting department since the manager al the time this was booked/ due to arrive is no longer with the hotelOn the 6th of May, it is noted you contacted the hotel regarding this issue, in which you were informed we required the cancellation in order to process the refund Please be advised due to the length of time passed this would be considered now a chargeback or credit card disputeThis would need to be addressed though your bank We have attached the reservation informed provided by *** and attempted to reach out to you on a number left *** with no luckIf you have any further questions or concerns lilt free to contact our accounting department via email at *** and provide the date the transact on happened and the last digits of the card in order for them to look up any transactions done on the card I am sorry I was was not able to assist you in this matter at this timeRegards, *** **
*** *** *** ***
The guest made a reservationI
called *** (*** ) this morning and spoke p *** *** *** *** checked and told me "There is no cancellation was
made by (***) until
today"Case#***
Complaint: ***
This is a ridiculous responseHe has not addressed any of our issues and continues to make excusesAll he has done here is forward you a partial email exchangeHe didn't include my email response back to itI have attached in below.
I want a full and total refund from this shady company immediately
Thanks,
*** ***
My email responses to the note on September 17th:
You are literally making things up now! Your front desk never apologized or offered a discount on my next stayShe said specifically that she had no authority to do that and those issues are handled by you, the **No apology, everFor that matter, not even a smileI can't believe she still has a job serving customers in a hospitality position! It's the worst I've ever encountered! In addition, there were long times that no one was at the front desk at all! She left a sign saying she would be back later with no specific time of returnDuring the week you were supposed to call me back (and never did one time), your hotel main phone went unanswered---just ringing and ringing until the phone company recording said, "this party is not answering, please try later." That was after about rings or more
It's obvious that this hotel is struggling and will not be around much longerI'm assuming that is why you are so resistant to refund anything to guests that have legitimately horrible staysI have notified the Revdex.com (and copied them here) and the Texas Attorney General's Consumer Protection Division that your advertising of this hotel is and misleading and violates the Texas Deceptive Trade Practices Act
I don't imagine we will be having dinner anytime in the near future
I wouldn't consider 80% to be "high" for a boutique hotelThat's below average in my experienceAnd you are NOT at 80%--not even close! You are at 67% on TripAdvisorI guess your padded reviews can't keep up with the truthThis hotel is horrible and failingSee attachedSome other guest had a great time too this month I see! I have attached the other review and the TripAdvisor page showing 67% rating
From: *** *** [mailto:***] "> Sent: Monday, September 29, 1:PMTo: infoSubject: Fwd:*** ***
Hello ***,
This is *** ***, *** *** from CASULO hotelThis e-mail is regard the case ID ***, (Customer Information *** *** *** *** ** *** ** ***)
I did response the case (***) to complain guest right after I received complaint letter on Sep 17, at 12.07pm
Forwarded mail is my response mail on that day.
Thanks
***
Begin forwarded message:
From: *** ***
Subject: Re: *** ***
Date: September 17, at 2:20:PM CDT
To: ***
Dear ***,
Front desk did apology to you and offer you discount for next stayIf you still not satisfied with apologyI apologize again for whatever unpleasant you feltIf you ever get chance visit Austin again, I would like to invite you to dinner
On Sep 17, 2014, at 12:PM, *** wrote:
***,
Both of your responses are complete fabrications! We did in fact call two timesAnd that should not even matterI should have been able to tell you in the morning and expect some helpOr how about an apology? Still never got that from your horrible staff
Why would I say that I received a wake up call when I didn't? That's ridiculous! It was around 6:Check againIt was an automated recording
We have stayed in hotels all over the worldWe were looking for a fun, boutique hotel for my birthdayYou ruined thatIt was not as advertised on your website and I am filing a complaint with the Texas Attorney General's office as well
I can guarantee that your TripAdvisor rating will fallAnd everywhere else tooIf it's high then you have been artificially inflating themThe Revdex.com complaint I read on you was almost EXACTLY the same as mine
*** ***
Sent from my iPhone
On Sep 17, 2014, at 11:AM, *** *** wrote:
Dear ***,
Thanks for your business with us!
We can not accept your dispute, and do not agree with you
We investigated your case right after we received your e-mail. We checked and talked with each related staff that nightBase on my investigation, what’s your said was not matched the fact
Front desk only received one complain phone call, and they took care of it right awayWe did not receive any phone call after that.
We didn’t give any wacall around 6am
We try to do the best we can to make our guest happyWe always have good customer reviewFor instance, on Trip adviser.com, our hotel’s customer satisfy rate is 80% which is really high
Thanks
***
Complaint: ***
I am rejecting this response because:In direct contradiction to what is stated in this most recent message from the *** ***, NOT ONLY was their policy about charging for non-refundable rooms during Black-Out dates at the time reservations are made posted on their website at the time we called to inquire about room availability, IT IS STATED IN THEIR SUPPORTING DOCUMENTS HEREIN!.On pages 3, and of the ***'s attached documents are found Cancellation Confirmations. In the second paragraph under "Hotel Cancelation (sic) Policy,' sentence 3, it states: 'Black Out' or 'Special Event' dates are non-refundable and PAYMENT IS OBTAINED AT TIME OF RESERVATION. PLEASE REFER TO OUR WEBSITE.If it had been made clear to us at the time we called to inquire about rooms that by giving our credit card information we would be committing to non-refundable rooms for which we would be charged, we would NEVER have consented to give our credit card information. We were calling simply to inquire about availability, not to book or confirm rooms. On October 31, over a month later, we were charged for rooms we never booked.Furthermore, the fact that the *** states that they "do have the Confirmation letter showed in Past Chronological Transactions" is meaningless as no confirmation letters were sent OR received nor can they produce them because WE DID NOT CONFIRM ROOMS.We maintain our position that we are due a refund for the FULL AMOUNT of $2,charged to us by the *** without our knowledge or consent.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because
1- I was not aware those were non refundable dates as the hotel did not explicitly sat those dates were special datesI would've never purchased it if I was aware of thatI only learned that once I called the hotel.
My second call to the hotel I got hung on and received a phony email(***)Obviously, the lady at the front desk had no interest in helping me.
Second, I called the hotel on Monday I believe for an update and Paula at the front desk informed me the GM would get my message and contact meI have heard nothing thus farShe provide me with the correct email to which I just wrote.
She also did say my request us pending approval.
It seems the hotel is not being very cooperative, and I would like to request a call made to me this week with a status update, otherwise I would submit a claim to the FTC and have them handle it as I believe I have been very patient.
My booking we almost 1000$This is plain advertising and bad business practice
Regards,
*** ***
October
In Response to *** *** complaint:
After receiving these complaints, our staff followed up with Room in which *** *** stayed for two nights and with our front desk staff who worked with him over the weekendThe following is a detailed report of *** ***'s complaints and our responses
"When you walk in, you are hit immediately with a strong, musty smellAlmost like mildew." "The smell was not as strong in the room."
-Our hotel building is only a few years old (opened in 2009), so it does not smell of mildewAfter checking the room after your stay and again on this date, there is no smell problem that we recognize or other guests recognizeAs a public business, many people are staying in our hotel rooms each nightWe clean the rooms and our hotel properly each day, which results in no smellWe have not received any other complaints from guests about a smell in our hotelsAll of this leads us to believing your complaint is and should not issue a refund
"But there were stains on the carpet, patches in the ceiling and other obvious issues." -Housekeeping staff, accounting staff, executive assistant, front desk staff and *** *** *** have all visited the room that *** *** stayed in for two nightsWe do not see these issues in the room"...Other obvious issues." Does not give us any informationYour claims about carpet stains are and your ambiguous statement about "obvious other issues" does not standWe have attached a comment card filled out by our guest and pictures of the roomWe have attached pictures of the room
"The first night our A/C started going on and off throughout the night making the room really hot."
-Our A/C system is the Mitsubishi company, which never has a problem "going on and off." Our staff members are highly trained on how to properly set the A/Cs in each room when a guest does not understand how to set the system to their preferenceTo resolve the issue, our guests can call our hour Front Desk staff to resolve the issue immediatelyThis issue was not reported until the following dayWhen this issue was reported to our Front Desk staff members, it was addressed immediatelyThe A/C system worked perfectly for the second night, as noted
"Saturday night around 11pm, there was banging so loud that we thought that someone was bouncing a baseball against the wallWe called the front desk and were told they'd investigateIt stopped for a bit and then started up again with a repetitive "jumping" and loud stomping like someone was intentionally trying to make loud noisesWe again called down and this time the call was answered with some attitudeShe said, "there's not much else we can do about it." Eventually, it stopped."
-Our front desk staff received a phone call from *** *** regarding this noise complaint, which was immediately investigatedOur front desk staff addressed the problem right away by going to the room of said noise to see if there was actually a noiseOur staff member on duty reports that there was zero noise coming from the room*** *** never called the front desk or spoke to the staff againThis complaint about a second call is falseNote: the noise stopped, as the front desk addressed it
"Around 2:45am, a large number of obviously drunk guests came out of the elevator in several groups and were yelling and running up and downy the hallway! It went on and on for nearly minutesI finally stuck my head out and (politely) asked one of the men that was there with about ten others if they could take the party into a roomI was told to "* off"! I
told him that I was calling the policeHe mumbled something and they went back into the elevatorIt was quiet again for not."
-Our staff was never informed of this issueWe would have happily addressed the noise and inappropriate behaviorIf our staff is never informed of an issue, we cannot address it or helpThis complaint was reported after your stay and check-out, never reported when you were at the hotelThis report also seems to be false, because the floor you stayed on has a large glass window that connects to our lobby area/front desk areaOur staff would have heard this noise immediately if this actually happenedThis complaint is false
"At 6am, we received a wacall that we did not request! After everything that night, now the hotel was waking us up early! We were not happy!"
-This was never mentioned to our front desk staffWhen our business received this letter, we addressed the issue with the staff on dutyThere was never a wacall programmed for your roomThis complaint is false
"At check-out, the very rude front desk girl said there was nothing she could doShe would have the manager call meHe was not inWe asked for a refund of at least one night..."
-Our front staff was apologetic to your situationWe apologized, because we were sorry about your issuesOurselves front desk staff also offered you a discount for your stay of $of* *** refusedWe then offered a 50% discounted rate for his next stay*** *** refused both of these offersOur staff on duty was not allowed to issue a full refundWhen this information was transferred to the owner/manager *** ***, investigation ensuedThe above responses are result of said investigation
*** ***'s complaints are not valid for a full or partial refundIf further action is taken on this issue, our business will take further legal action
*** ***
*** *** to *** ***, *** of Casulo Hotel
This hotel is horrible in every way. The staff is unfriendly, the service is non-existent, the rooms are not as advertised and the "restaurant" is actually a three burner warmer with old, soggy eggs and stale toast.
Complaint: [redacted]
I am rejecting this response because: The response they give is false on every point! I have attached my line by line response as well as six reviews by other customers.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response and would like to point to certain glaring discrepancies in it.1. THEIR RESPONSE states: "[redacted]'s policy does not state that " The Hotel will charge the credit card theday the reservations are made."IN FACT: in the 4th paragraph of the "Cancellation Confirmation" attached by the [redacted] to their response, it states clearly that:"Black-out" or Special Event dates are non-refundable and payment is obtained at the time of reservation."It states further in the "Hotel Policies" attached by the [redacted] to their response, that "Reservations during Special Events...will require a full deposit."We called to inquire about rooms on September 9th. We were charged for these rooms on October 31, over a month after our inquiry call. If we had been properly informed by the [redacted]'s representative on our first call to inquire about the availability of rooms that the dates we needed were so-called "Black-Out" dates, and that providing our credit card number meant that we would be making a non-refundable reservation, we would have never have proceeded further. As we have made clear from the outset, we were calling weeks in advance to INQUIRE, not to CONFIRM. We were charged for these rooms by the [redacted] without our knowledge or consent.2. THEIR RESPONSE STATES:We do have the confirma.tion letters showed in Past. Chronological Transactions. Theseconfirmation letters ([redacted] and [redacted]) had been sent to the guest on 08/30/2017.IN FACT:We never received ANY confirmation letters or email. We never CONFIRMED rooms. We called to INQUIRE. We would never have given our credit card number if we knew the rooms were non-refundable as we were early in our process of looking into where to stay in Austin. We were charged for these rooms by the [redacted] without our knowledge or consent.3. THEIR RESPONSE STATESWe agree to return $869.40 for the reservation 1600;2S which we did not sent theconfirmation letter.We are pleased that you find justification in returning $869.40 due to the fact that you did not send a confirmation letter. Our position remains, however, that:IN FACT:- we did not receive confirmation letters for any of the rooms- we were not informed when we called that the dates about which we were inquiring were during one of your so-called "Black-out" periods- we called to inquire about rooms, not to book them and would certainly NOT have booked them had we been informed that to do so would be on a non-refundable basis We fully expect the return of the full amount of $2,390.85 charged without our knowledge or consent, or an amount of $1521.45 addition to $869.40 you have agreed to return.Thank you.
Complaint: [redacted]
I am rejecting this response because: I have attached communication that I have received from [redacted] and also what I have sent to the hotel. Also, immediately after I received that email from the hotel, I immediately sent an email to their accounting department and copied the hotel manager and [redacted] and still have not received any communication from their accounting department.
Regards,
[redacted]
I am rejecting this response because:The [redacted]'s policy for "black out & special events" dates is that the Hotel will charge the credit card the day the reservations are made (September 9, 2016), however, the card was not charged until October 31st, the day of check in.I feel that a full refund is still due.The [redacted] was able to provide reservation cancellation documentation, however, has still not provided nor presented the documentation of the confirmed reservations with cost and charges.There are several complaints against The [redacted] that are almost identical in nature to my complaint against them.I feel that this is a scam and that the Hotel will continue to wrongly charge people if some sort of action is not taken.
Regards,
[redacted]
To whom it may concern, We reviewed this case again and again. The [redacted]'s policy did not have statement about " The Hotel will charge the credit card the day the reservations are made." It was not on our website when you made reservation. We do have the confirmation letters showed in Past Chronological Transactions. [redacted] and [redacted] these confirmation letters had been sent to the guest. We agree to return $869.40 for the reservation [redacted] which we did not sent the confirmation letter. Please 'view the attached paper which includes: 3 pages Cancellation confirmation letters which include the fees I pages Our hotel Chronological transactions which show the confirmation letter was ernailcd on the day they made the reservation . 1 page A copy of the guest folio which shows the email address. This just confirms which email the confirmation letters were sent to. 1 Hotel policites 2 letters which we sent to guest, and Revdex.com on 8/27/2017
The guest [redacted] booked through the Hotel's website during the US Vintage Racing Championship, which is a non-refundable reservation. We received your call on 10/29/15 to cancel the reservation, and the front desk informed you that is during Special Even date on our website when you booked...
the room, so it's non refundable. On 10/30/15, we received your call to cancel the reservation and our front desk manager informed you that is a non-refundable date, we provided our GM's contact information to you, but we have not received a any email from you so far.
The guest [redacted] booked through the Hotel's website during the US Vintage Racing Championship, which is a non-refundable reservationWe received your call on 10/29/to cancel the reservation, and the front desk informed you that is during Special Even date on our website when you booked the room, so it's non refundableOn 10/30/15, we received your call to cancel the reservation and our front desk manager informed you that is a non-refundable date, we provided our GM's contact information to you, but we have not received a any email from you so far
To whom it may concern, We reviewed this case again and againThe [redacted] ***'s policy did not have statement about " The Hotel will charge the credit card the day the reservations are made." It was not on our website when you made reservationWe do have the confirmation letters showed in Past Chronological Transactions [redacted] and [redacted] these confirmation letters had been sent to the guestWe agree to return $for the reservation [redacted] which we did not sent the confirmation letterPlease 'view the attached paper which includes: pages Cancellation confirmation letters which include the fees I pages Our hotel Chronological transactions which show the confirmation letter was ernailcd on the day they made the reservation page A copy of the guest folio which shows the email addressThis just confirms which email the confirmation letters were sent toHotel policites letters which we sent to guest, and Revdex.com on 8/27/
Complaint: [redacted] I am rejecting this response and would like to point to certain glaring discrepancies in it THEIR RESPONSE states: " [redacted] ***'s policy does not state that " The Hotel will charge the credit card theday the reservations are made."IN FACT: in the 4th paragraph of the "Cancellation Confirmation" attached by the [redacted] to their response, it states clearly that:"Black-out" or Special Event dates are non-refundable and payment is obtained at the time of reservation."It states further in the "Hotel Policies" attached by the [redacted] to their response, that "Reservations during Special Events...will require a full deposit."We called to inquire about rooms on September 9thWe were charged for these rooms on October 31, over a month after our inquiry callIf we had been properly informed by the [redacted] 's representative on our first call to inquire about the availability of rooms that the dates we needed were so-called "Black-Out" dates, and that providing our credit card number meant that we would be making a non-refundable reservation, we would have never have proceeded furtherAs we have made clear from the outset, we were calling weeks in advance to INQUIRE, not to CONFIRM We were charged for these rooms by the [redacted] without our knowledge or consent THEIR RESPONSE STATES:We do have the confirma.tion letters showed in PastChronological TransactionsTheseconfirmation letters ( [redacted] and [redacted] ) had been sent to the guest on 08/30/2017.IN FACT:We never received ANY confirmation letters or emailWe never CONFIRMED roomsWe called to INQUIREWe would never have given our credit card number if we knew the rooms were non-refundable as we were early in our process of looking into where to stay in Austin We were charged for these rooms by the [redacted] without our knowledge or consent THEIR RESPONSE STATESWe agree to return $for the reservation 1600;2S which we did not sent theconfirmation letter.We are pleased that you find justification in returning $due to the fact that you did not send a confirmation letterOur position remains, however, that:IN FACT:- we did not receive confirmation letters for any of the rooms- we were not informed when we called that the dates about which we were inquiring were during one of your so-called "Black-out" periods- we called to inquire about rooms, not to book them and would certainly NOT have booked them had we been informed that to do so would be on a non-refundable basis We fully expect the return of the full amount of $2,charged without our knowledge or consent, or an amount of $addition to $you have agreed to return.Thank you
Thank you for your time and interest in the Casulo Hotel, We work hard to deliver a positive overall experience for all past and incoming guestsUnfortunately with the third party bookings as stated once the reservation is confirmed online by the guest, all prepaid reservations are non-refundable When booking online the guest is offered a lower rate this being the prepaid net rateThe difference in booking online can save the guest up to 50% off at timesThis discount is significant and may vary due to higher occupancy nights or special eventsAll promotional deals and discounted rates booked are non-refundable once booked through the third partyThe cancellation policy is made clear before confirming your reservations and submitting personal payment informationWe do apologize if any of the information was misinterpreted or made unclear on the cancelation policy Thank you kindly, Casulo Hotel [redacted]
Complaint: [redacted] I am rejecting this response because: The response they give is on every point! I have attached my line by line response as well as six reviews by other customers Regards, *** [redacted]
Complaint: [redacted] I am rejecting this response because 1- I was not aware those were non refundable dates as the hotel did not explicitly sat those dates were special datesI would've never purchased it if I was aware of thatI only learned that once I called the hotelMy second call to the hotel I got hung on and received a phony email( [redacted] )Obviously, the lady at the front desk had no interest in helping meSecond, I called the hotel on Monday I believe for an update and Paula at the front desk informed me the GM would get my message and contact meI have heard nothing thus farShe provide me with the correct email to which I just wroteShe also did say my request us pending approvalIt seems the hotel is not being very cooperative, and I would like to request a call made to me this week with a status update, otherwise I would submit a claim to the FTC and have them handle it as I believe I have been very patientMy booking we almost 1000$This is plain advertising and bad business practice Regards, [redacted] ***
Good morning *** ***,We have received a request for a refund for a past reservation which was booked though ***As stated back in May since the reservation still showed as an active reservation by the site you booked though we requ:red the cancellation email received by them when
the reservation was canceledThe Hotel still has not received anything regarding this matter till this dateAccording to the site the reservation showed and still shows as a valid reservation no cancellation was ever submitted Ths has been forwarded to our accounting department since the manager al the time this was booked/ due to arrive is no longer with the hotelOn the 6th of May, it is noted you contacted the hotel regarding this issue, in which you were informed we required the cancellation in order to process the refund Please be advised due to the length of time passed this would be considered now a chargeback or credit card disputeThis would need to be addressed though your bank We have attached the reservation informed provided by *** and attempted to reach out to you on a number left *** with no luckIf you have any further questions or concerns lilt free to contact our accounting department via email at *** and provide the date the transact on happened and the last digits of the card in order for them to look up any transactions done on the card I am sorry I was was not able to assist you in this matter at this timeRegards, *** **
*** *** *** ***
The guest made a reservationI
called *** (*** ) this morning and spoke p *** *** *** *** checked and told me "There is no cancellation was
made by (***) until
today"Case#***
Complaint: ***
This is a ridiculous responseHe has not addressed any of our issues and continues to make excusesAll he has done here is forward you a partial email exchangeHe didn't include my email response back to itI have attached in below.
I want a full and total refund from this shady company immediately
Thanks,
*** ***
My email responses to the note on September 17th:
You are literally making things up now! Your front desk never apologized or offered a discount on my next stayShe said specifically that she had no authority to do that and those issues are handled by you, the **No apology, everFor that matter, not even a smileI can't believe she still has a job serving customers in a hospitality position! It's the worst I've ever encountered! In addition, there were long times that no one was at the front desk at all! She left a sign saying she would be back later with no specific time of returnDuring the week you were supposed to call me back (and never did one time), your hotel main phone went unanswered---just ringing and ringing until the phone company recording said, "this party is not answering, please try later." That was after about rings or more
It's obvious that this hotel is struggling and will not be around much longerI'm assuming that is why you are so resistant to refund anything to guests that have legitimately horrible staysI have notified the Revdex.com (and copied them here) and the Texas Attorney General's Consumer Protection Division that your advertising of this hotel is and misleading and violates the Texas Deceptive Trade Practices Act
I don't imagine we will be having dinner anytime in the near future
I wouldn't consider 80% to be "high" for a boutique hotelThat's below average in my experienceAnd you are NOT at 80%--not even close! You are at 67% on TripAdvisorI guess your padded reviews can't keep up with the truthThis hotel is horrible and failingSee attachedSome other guest had a great time too this month I see! I have attached the other review and the TripAdvisor page showing 67% rating
From: *** *** [mailto:***] "> Sent: Monday, September 29, 1:PMTo: infoSubject: Fwd:*** ***
Hello ***,
This is *** ***, *** *** from CASULO hotelThis e-mail is regard the case ID ***, (Customer Information *** *** *** *** ** *** ** ***)
I did response the case (***) to complain guest right after I received complaint letter on Sep 17, at 12.07pm
Forwarded mail is my response mail on that day.
Thanks
***
Begin forwarded message:
From: *** ***
Subject: Re: *** ***
Date: September 17, at 2:20:PM CDT
To: ***
Dear ***,
Front desk did apology to you and offer you discount for next stayIf you still not satisfied with apologyI apologize again for whatever unpleasant you feltIf you ever get chance visit Austin again, I would like to invite you to dinner
On Sep 17, 2014, at 12:PM, *** wrote:
***,
Both of your responses are complete fabrications! We did in fact call two timesAnd that should not even matterI should have been able to tell you in the morning and expect some helpOr how about an apology? Still never got that from your horrible staff
Why would I say that I received a wake up call when I didn't? That's ridiculous! It was around 6:Check againIt was an automated recording
We have stayed in hotels all over the worldWe were looking for a fun, boutique hotel for my birthdayYou ruined thatIt was not as advertised on your website and I am filing a complaint with the Texas Attorney General's office as well
I can guarantee that your TripAdvisor rating will fallAnd everywhere else tooIf it's high then you have been artificially inflating themThe Revdex.com complaint I read on you was almost EXACTLY the same as mine
*** ***
Sent from my iPhone
On Sep 17, 2014, at 11:AM, *** *** wrote:
Dear ***,
Thanks for your business with us!
We can not accept your dispute, and do not agree with you
We investigated your case right after we received your e-mail. We checked and talked with each related staff that nightBase on my investigation, what’s your said was not matched the fact
Front desk only received one complain phone call, and they took care of it right awayWe did not receive any phone call after that.
We didn’t give any wacall around 6am
We try to do the best we can to make our guest happyWe always have good customer reviewFor instance, on Trip adviser.com, our hotel’s customer satisfy rate is 80% which is really high
Thanks
***
Complaint: ***
I am rejecting this response because:In direct contradiction to what is stated in this most recent message from the *** ***, NOT ONLY was their policy about charging for non-refundable rooms during Black-Out dates at the time reservations are made posted on their website at the time we called to inquire about room availability, IT IS STATED IN THEIR SUPPORTING DOCUMENTS HEREIN!.On pages 3, and of the ***'s attached documents are found Cancellation Confirmations. In the second paragraph under "Hotel Cancelation (sic) Policy,' sentence 3, it states: 'Black Out' or 'Special Event' dates are non-refundable and PAYMENT IS OBTAINED AT TIME OF RESERVATION. PLEASE REFER TO OUR WEBSITE.If it had been made clear to us at the time we called to inquire about rooms that by giving our credit card information we would be committing to non-refundable rooms for which we would be charged, we would NEVER have consented to give our credit card information. We were calling simply to inquire about availability, not to book or confirm rooms. On October 31, over a month later, we were charged for rooms we never booked.Furthermore, the fact that the *** states that they "do have the Confirmation letter showed in Past Chronological Transactions" is meaningless as no confirmation letters were sent OR received nor can they produce them because WE DID NOT CONFIRM ROOMS.We maintain our position that we are due a refund for the FULL AMOUNT of $2,charged to us by the *** without our knowledge or consent.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because
1- I was not aware those were non refundable dates as the hotel did not explicitly sat those dates were special datesI would've never purchased it if I was aware of thatI only learned that once I called the hotel.
My second call to the hotel I got hung on and received a phony email(***)Obviously, the lady at the front desk had no interest in helping me.
Second, I called the hotel on Monday I believe for an update and Paula at the front desk informed me the GM would get my message and contact meI have heard nothing thus farShe provide me with the correct email to which I just wrote.
She also did say my request us pending approval.
It seems the hotel is not being very cooperative, and I would like to request a call made to me this week with a status update, otherwise I would submit a claim to the FTC and have them handle it as I believe I have been very patient.
My booking we almost 1000$This is plain advertising and bad business practice
Regards,
*** ***
October
* *** refusedWe then offered a 50% discounted rate for his next stay*** *** refused both of these offersOur staff on duty was not allowed to issue a full refundWhen this information was transferred to the owner/manager *** ***, investigation ensuedThe above responses are result of said investigation
In Response to *** *** complaint:
After receiving these complaints, our staff followed up with Room in which *** *** stayed for two nights and with our front desk staff who worked with him over the weekendThe following is a detailed report of *** ***'s complaints and our responses
"When you walk in, you are hit immediately with a strong, musty smellAlmost like mildew." "The smell was not as strong in the room."
-Our hotel building is only a few years old (opened in 2009), so it does not smell of mildewAfter checking the room after your stay and again on this date, there is no smell problem that we recognize or other guests recognizeAs a public business, many people are staying in our hotel rooms each nightWe clean the rooms and our hotel properly each day, which results in no smellWe have not received any other complaints from guests about a smell in our hotelsAll of this leads us to believing your complaint is and should not issue a refund
"But there were stains on the carpet, patches in the ceiling and other obvious issues." -Housekeeping staff, accounting staff, executive assistant, front desk staff and *** *** *** have all visited the room that *** *** stayed in for two nightsWe do not see these issues in the room"...Other obvious issues." Does not give us any informationYour claims about carpet stains are and your ambiguous statement about "obvious other issues" does not standWe have attached a comment card filled out by our guest and pictures of the roomWe have attached pictures of the room
"The first night our A/C started going on and off throughout the night making the room really hot."
-Our A/C system is the Mitsubishi company, which never has a problem "going on and off." Our staff members are highly trained on how to properly set the A/Cs in each room when a guest does not understand how to set the system to their preferenceTo resolve the issue, our guests can call our hour Front Desk staff to resolve the issue immediatelyThis issue was not reported until the following dayWhen this issue was reported to our Front Desk staff members, it was addressed immediatelyThe A/C system worked perfectly for the second night, as noted
"Saturday night around 11pm, there was banging so loud that we thought that someone was bouncing a baseball against the wallWe called the front desk and were told they'd investigateIt stopped for a bit and then started up again with a repetitive "jumping" and loud stomping like someone was intentionally trying to make loud noisesWe again called down and this time the call was answered with some attitudeShe said, "there's not much else we can do about it." Eventually, it stopped."
-Our front desk staff received a phone call from *** *** regarding this noise complaint, which was immediately investigatedOur front desk staff addressed the problem right away by going to the room of said noise to see if there was actually a noiseOur staff member on duty reports that there was zero noise coming from the room*** *** never called the front desk or spoke to the staff againThis complaint about a second call is falseNote: the noise stopped, as the front desk addressed it
"Around 2:45am, a large number of obviously drunk guests came out of the elevator in several groups and were yelling and running up and downy the hallway! It went on and on for nearly minutesI finally stuck my head out and (politely) asked one of the men that was there with about ten others if they could take the party into a roomI was told to "* off"! I
told him that I was calling the policeHe mumbled something and they went back into the elevatorIt was quiet again for not."
-Our staff was never informed of this issueWe would have happily addressed the noise and inappropriate behaviorIf our staff is never informed of an issue, we cannot address it or helpThis complaint was reported after your stay and check-out, never reported when you were at the hotelThis report also seems to be false, because the floor you stayed on has a large glass window that connects to our lobby area/front desk areaOur staff would have heard this noise immediately if this actually happenedThis complaint is false
"At 6am, we received a wacall that we did not request! After everything that night, now the hotel was waking us up early! We were not happy!"
-This was never mentioned to our front desk staffWhen our business received this letter, we addressed the issue with the staff on dutyThere was never a wacall programmed for your roomThis complaint is false
"At check-out, the very rude front desk girl said there was nothing she could doShe would have the manager call meHe was not inWe asked for a refund of at least one night..."
-Our front staff was apologetic to your situationWe apologized, because we were sorry about your issuesOurselves front desk staff also offered you a discount for your stay of $of
*** ***'s complaints are not valid for a full or partial refundIf further action is taken on this issue, our business will take further legal action
*** ***
*** *** to *** ***, *** of Casulo Hotel
This hotel is horrible in every way. The staff is unfriendly, the service is non-existent, the rooms are not as advertised and the "restaurant" is actually a three burner warmer with old, soggy eggs and stale toast.
The lobby smells like a sewer. Do not stay here.
Complaint: [redacted]
I am rejecting this response because: The response they give is false on every point! I have attached my line by line response as well as six reviews by other customers.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response and would like to point to certain glaring discrepancies in it.1. THEIR RESPONSE states: "[redacted]'s policy does not state that " The Hotel will charge the credit card theday the reservations are made."IN FACT: in the 4th paragraph of the "Cancellation Confirmation" attached by the [redacted] to their response, it states clearly that:"Black-out" or Special Event dates are non-refundable and payment is obtained at the time of reservation."It states further in the "Hotel Policies" attached by the [redacted] to their response, that "Reservations during Special Events...will require a full deposit."We called to inquire about rooms on September 9th. We were charged for these rooms on October 31, over a month after our inquiry call. If we had been properly informed by the [redacted]'s representative on our first call to inquire about the availability of rooms that the dates we needed were so-called "Black-Out" dates, and that providing our credit card number meant that we would be making a non-refundable reservation, we would have never have proceeded further. As we have made clear from the outset, we were calling weeks in advance to INQUIRE, not to CONFIRM. We were charged for these rooms by the [redacted] without our knowledge or consent.2. THEIR RESPONSE STATES:We do have the confirma.tion letters showed in Past. Chronological Transactions. Theseconfirmation letters ([redacted] and [redacted]) had been sent to the guest on 08/30/2017.IN FACT:We never received ANY confirmation letters or email. We never CONFIRMED rooms. We called to INQUIRE. We would never have given our credit card number if we knew the rooms were non-refundable as we were early in our process of looking into where to stay in Austin. We were charged for these rooms by the [redacted] without our knowledge or consent.3. THEIR RESPONSE STATESWe agree to return $869.40 for the reservation 1600;2S which we did not sent theconfirmation letter.We are pleased that you find justification in returning $869.40 due to the fact that you did not send a confirmation letter. Our position remains, however, that:IN FACT:- we did not receive confirmation letters for any of the rooms- we were not informed when we called that the dates about which we were inquiring were during one of your so-called "Black-out" periods- we called to inquire about rooms, not to book them and would certainly NOT have booked them had we been informed that to do so would be on a non-refundable basis We fully expect the return of the full amount of $2,390.85 charged without our knowledge or consent, or an amount of $1521.45 addition to $869.40 you have agreed to return.Thank you.
Complaint: [redacted]
I am rejecting this response because: I have attached communication that I have received from [redacted] and also what I have sent to the hotel. Also, immediately after I received that email from the hotel, I immediately sent an email to their accounting department and copied the hotel manager and [redacted] and still have not received any communication from their accounting department.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The [redacted]'s policy for "black out & special events" dates is that the Hotel will charge the credit card the day the reservations are made (September 9, 2016), however, the card was not charged until October 31st, the day of check in.I feel that a full refund is still due.The [redacted] was able to provide reservation cancellation documentation, however, has still not provided nor presented the documentation of the confirmed reservations with cost and charges.There are several complaints against The [redacted] that are almost identical in nature to my complaint against them.I feel that this is a scam and that the Hotel will continue to wrongly charge people if some sort of action is not taken.
Regards,
[redacted]
To whom it may concern, We reviewed this case again and again. The [redacted]'s policy did not have statement about " The Hotel will charge the credit card the day the reservations are made." It was not on our website when you made reservation. We do have the confirmation letters showed in Past Chronological Transactions. [redacted] and [redacted] these confirmation letters had been sent to the guest. We agree to return $869.40 for the reservation [redacted] which we did not sent the confirmation letter. Please 'view the attached paper which includes: 3 pages Cancellation confirmation letters which include the fees I pages Our hotel Chronological transactions which show the confirmation letter was ernailcd on the day they made the reservation . 1 page A copy of the guest folio which shows the email address. This just confirms which email the confirmation letters were sent to. 1 Hotel policites 2 letters which we sent to guest, and Revdex.com on 8/27/2017
The guest [redacted] booked through the Hotel's website during the US Vintage Racing Championship, which is a non-refundable reservation. We received your call on 10/29/15 to cancel the reservation, and the front desk informed you that is during Special Even date on our website when you booked...
the room, so it's non refundable. On 10/30/15, we received your call to cancel the reservation and our front desk manager informed you that is a non-refundable date, we provided our GM's contact information to you, but we have not received a any email from you so far.