City Place Hotel

Dear Mr. [redacted],Thank you for speaking with me yesterday.  As discussed, all charges have now been refunded.  Please contact me should you have any additional issues or concerns.  And again, please accept my apologies for any inconvenience you experienced during your stay with...

us.Warmest Regards.

Dear Mr. [redacted],Thank you for taking the time to speak with me today.  I'm glad your bank was able to explain that the charges are correct and no refund is needed.  Please do not hesitate to contact the hotel again should you have any other questions or concerns.Thank you for your...

business and we hope to see you again sometime in the future.`

Initial Business Response /* (1000, 5, 2015/12/04) */
My apologies this unfortunate incident occurred. The incident occurred over a month ago and I, with regret, do not have any information on the cause. I would however, like to offer a gift certificate for a complimentary night stay as...

compensation for any inconvenience this may have caused our guest.
If this is acceptable, please call Michele, our Reservations Manager here at the hotel. She can be reached at XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NO, I would never, stay at this hotel by my own free will. This was the rudest hotel I have ever visited.

Attached is a copy of the inspection report from [redacted] Pest Control at the time of Ms. [redacted]'s complaint.  There was no evidence or activity of bedbugs immediately following Ms. [redacted]'s check-out.

Sir or Madam,
Please see the below communication to our hotel guest for complaint number XXXXXXX. Unless our guest requires any further information, Crowne Plaza considers this matter closed. If you require any further follow up information please let me know at once.
Thank you.
[redacted]...

[redacted]
Assistant Front Office Manager
Crowne Plaza Hotel-Downtown St.Louis
200 N. 4TH St.
St.Louis, MO 63102
P:(XXX) XXX-XXXX
F:(XXX) XXX-XXXX
[redacted]@cpstldt.com
________________________________________
This message is for specifically designated recipients only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email is prohibited.
________________________________________
From: [redacted]
Sent: Saturday, July 11, 2015 20:42
To: [redacted]@gmail.com
Subject: Resolution to the billing issue with your recent stay
Ms. [redacted],
I apologize for the error in billing concerning your reservation with us on 2 May of this year. I wanted to take a moment to follow up with you regarding this matter. On the 2 June we did process the refund for your stay and today I have sent a copy of your folio showing the charged and refunded amount to your [redacted] card ending [redacted] You will see this email from [redacted] Front Office Manager. Please let me know if there is anything else we can do and please accept our sincere apologies for this egregious error on our part.
Thank you for your patience with us in this matter. Please contact me using the information below if you need anything at all. Thank you again and have a wonderful day.
[redacted]
Assistant Front Office Manager
Crowne Plaza Hotel-Downtown St.Louis
200 N. 4TH St.
St.Louis, MO 63102
P:(XXX) XXX-XXXX
F:(XXX) XXX-XXXX
[redacted]@cpstldt.com

Thank you for taking the time to provide us your feedback regarding your experience at our hotel.  A 25% refund has been issued and should appear on your credit card statement in 2 - 7 business days.  Please accept our apologies for any inconveniences.Thank you.

My apologies that the billing was not explained efficiently to you.  I have researched your concern and found that you were overcharged on 6/24/17 which was the first night of your stay.  This reservation was booked through [redacted] at a rate of $95.20.  The agent at the desk...

upgraded your room to a suite and changed the rate to what it was for a suite.  Apparently, this was not explained to you so a refund for the difference in the amount of $94.34 was applied on 6/29/17.  The reservation shows you extended your stay for another night and you were charged for the suite rate of $175.20 plus tax.  The total amount of charges applied to your card is $318.88.  I also researched your concern with the $200 deposit.  The deposit is an authorization only.  It was never charged to your credit card and it was released at the time you checked-out.  If you used a pre-paid or gift card, this release and refund can take several weeks to show on your statement.  If you would like to provide us the information from your card, we will be delighted to contact the bank or organization to assist in expediting their processes.Thank you again for contacting us.  And thank you for staying with us.  We hope to see you again soon.

My apologies that you did not enjoy your stay.  We did not charge [redacted] for the second night since you checked out after your first night.  I asked the Assistant Front Desk Manager to contact [redacted] and refund your second night.  You should see a refund for your...

entire stay within a few days.  Again, my apologies. Warmest Regards.

Complaint: [redacted]
I am rejecting this response because I would like clarification. I would like to know if both days have been refunded or just the second day and in what time frame I should expect the refund.
Sincerely,
[redacted]

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

This is a disgruntled employee who booked the wrong rate on-line.  He has called the health department who did an inspection today and found no issues with any rooms.  We will contact his manager regarding his behavior.  We will not be issuing any refunds to this...

employee.

Dear Ms. [redacted], Thank you for speaking with me today and again, our sincerest apologies.  As discussed, you will receive a refund for the full amount of your stay plus valet. Warmest Regards.

Our records do not show anyone by the name of [redacted] has ever been a registered guest or an additional name on any reservation at this hotel.  We were able to find the name of Ms. [redacted].  The account that her name is associated with has already been refunded for two nights of...

her stay.Thank you for contacting us but this matter was resolved earlier.

Dear Ms. [redacted],My apologies that you did not enjoy your stay back in June.  I can see that you were already refunded $159.01.  I have submitted a request for an additional refund to be submitted in the amount of $175.00.  That will satisfy your requested amount to be...

refunded.  Our goal is for every guest to feel satisfied and my apologies that we did not succeed for you.  I can assure you we would have assisted you in finding other accommodations to insure you comfort if these matters were brought to my attention.Thank you for providing your feedback.