Certalia

Dear Ms. [redacted];        Thank you for returning my call from earlier today concerning Mrs [redacted]s' issues with the charges on her debit card from the Comfort Inn & Suites, Slidell , this past June 2015.Mrs. [redacted] did pay cash for her rooms but also put down a debit...

card for any incidental charges she might have incurred, as is normal hotel practices.The problem happened when our desk attendant failed to enter her debit card to be used only for incidentals and not Room and Tax , which it was, causing the "debit hold" to be  put on her card.. The second problem occurred is when Mrs. [redacted] called the hotel to speak to  the manager ( at that time) who was out of town but also apparently failed to return her calls. Ms. [redacted], our new General Manager who  started 7/1/15 and I were at the property when Mrs. [redacted] called again.. I had spoken with her and assured her we would have this debit hold released that day. Ms. [redacted] then went into the system and voided the 1942.29 that was held on her card. I had explained to Mrs. [redacted] that the banks usually take 5-10 days to release a " hold" but if I contacted them and request an immediate release of the hold they usually will comply..Mrs. [redacted] gave me the number of her bank (###-###-####) where I spoke to an [redacted] and then a [redacted] who assured me it would take approximately 10 minutes to release the funds as they saw the void [redacted] had done. I called Mrs. [redacted] and informed her of what the bank had told me and to please check with her bank her self..  I then spoke again with Mrs. [redacted] who confirmed the credit was applied to her account in the amount of $ 1942.29..I apologized again for the inconveniences she had faced and that due to this, we would credit an additional  $ 277.47 to her account ( the amount she did approve to be put on her debit card) , whereas Ms. [redacted] voided that amount in the system as well..This credit should appear this week if it has not already.We will follow up with her to assure it did.All was resolved on 7/1/15, the first day [redacted] and I were able to handle Mrs. [redacted]s issues. Mrs. [redacted] had thanked me for handling her issues, as I apologized once again, and thanked her for her patience.Thank you and please contact me should there be any additional concerns, questions, etc.[redacted] | Director of Operations