Clarion Hotel & Conference Center

The recent complaint filed by Ms [redacted] was unfoundedThis guest originally complained of mold in the room making it difficult for her to breatheThe guest did not complain until the following day when she was not allowed to stay overGuest demanded a significant discount or comp room the following day, both management and housekeeping inspected the room and no mold was found, when this complaint was not validated she expanded her story to include a leaking roofThis particular guest has stayed several times with different complaints each time as well as using this exact complaint in the pastWhen this guest was not given a comp room or significant discount she tried booking online using a different persons name and loyalty points and checking in with no IDThe hotel did not allow this and advised her she would not be allowed to stay over as this was considered fraudMs [redacted] as well as the aliases used for the fraudulent reservations were placed on the do not rent listThis guest has continued to come back and has for over a year time after time complaining and asking for a discount or comp room each timeThere is absolutely no merit to this complaint, it is for this reason the hotel will not reimburse or discount this guestA report can be forwarded showing the multiple reservations this guest has had as well as the reservations that were booked fraudulently this last stayIf you have any further questions please feel free to contact me at [redacted] ***Regards, [redacted] ***Guest RelationsClarion Hotel Modesto [redacted] ***

Please see attached FolioGuest was reimbursed $On October 21, and the guest was taken care of from the moment she called and spoke with managementI am not quite sure why she went to the Revdex.comWe talked to the guest that day and let her know she would be taken care of.Thank you!

The attached document shows the credit card on file that was charged, was adjusted immediately after we spoke On October 21, We can not verify your bank account is closedWe apologize for the inconvenience but management reimbursed the credit card on file immediately and took immediate action to satisfy the guestThank you

I am I rejecting this response because: I was not refunded anything that dayI was lied to by the desk clerk and the managerThey said first no charge to my card was doneI already called my card and knew it wasSince then my card has been cancelled due to unrelated issues so I'm asking for refund be sent to me directlyAll the issues involved here with this business I feel anything I say isn't going to change there business tactics.bottom line just send me my refund and that's it

I am rejecting this response because: I have picture/video proof to back up my complaint I was the room when they checked it for the leak they verbally agreed there was a leak moved my bed so it wouldn't continue to drip an set a bucket I have pics of my room and multiple other leaks around the hallway an laundry room

Dear Mr. [redacted], Thank you for returning the car as requested. Please be advised that your deposit for the above vehicle will not be refunded based on following reasons: 1. You made false representation at the inception and signing the contract about your ability to purchase the above vehicle. 2....

You intentionally and fraudulently paid part of the down payment via checks that you knew there are no funds available to cover the checks. You even used false language when you were notified that your bank was not honoring your checks. 3. You used the car for three (3) days. 4. Excessive mileage usage in just three days. 5. Fraudulent down payments, checks were not honored by the bank based on the Non Sufficient Fund. 6. Showing no intentions to cover the checks and to have a good faith. 7. This car cannot be re-insured based on the extra mileage usage you incurred. 8. Damaged to the front bumper. 9. Service fee to Repo Company. You caused hardship, financial and physical damage to the above vehicle. US Auto Sales, LLC has no intention to keep your money, only to cover the costs you incurred on this transaction. Sincerely [redacted] BO Manager US Auto Sales, LLC

The attached document shows the credit card on file that was charged, was adjusted immediately after we spoke On October 21, 2016. We can not verify your bank account is closed. We apologize for the inconvenience but management reimbursed the credit card on file immediately and took immediate action to satisfy the guest. Thank you

The recent complaint filed by Ms. [redacted] was unfounded. This guest originally complained of mold in the room making it difficult for her to breathe. The guest did not complain until the following day when she was not allowed to stay over. Guest demanded a significant discount or comp room the...

following day, both management and housekeeping inspected the room and no mold was found, when this complaint was not validated she expanded her story to include a leaking roof. This particular guest has stayed several times with different complaints each time as well as using this exact complaint in the past. When this guest was not given a comp room or significant discount she tried booking online using a different persons name and loyalty points and checking in with no ID. The hotel did not allow this and advised her she would not be allowed to stay over as this was considered fraud. Ms. [redacted] as well as the aliases used for the fraudulent reservations were placed on the do not rent list. This guest has continued to come back and has for over a year time after time complaining and asking for a discount or comp room each time. There is absolutely no merit to this complaint, it is for this reason the hotel will not reimburse or discount this guest. A report can be forwarded showing the multiple reservations this guest has had as well as the reservations that were booked fraudulently this last stay. If you have any further questions please feel free to contact me at [redacted]. Regards, [redacted]Guest RelationsClarion Hotel Modesto[redacted]

Please see attached Folio. Guest was reimbursed $100.28 On October 21, 2016 and the guest was taken care of from the moment she called and spoke with management. I am not quite sure why she went to the Revdex.com. We talked to the guest that day and let her know she would be taken care of.Thank you!

I am I rejecting this response because: I was not refunded  anything that day. I was lied to by the desk clerk and the manager.. They said first no charge to my card was done. I already called my card and knew it was. Since then my card has been cancelled due to unrelated issues  so I'm asking for refund be sent to me directly.. All the issues involved here with this business I feel anything I say isn't going to  change there business tactics.bottom line just send me my refund and that's it.

Review: The hotel has not reimbursed my tour company $932.50 from over a year ago despite numerous requests to do so.

Sun Fun Tours had a signed contract in place with the Clarion hotel for a group that was in-house May 14 - 17, 2012. Payment for this group was requested well in advance in which Sun Fun Tours complied and as a result ended up overpaying $932.50 too much. Despite confirmation from the hotel that a refund would be forthcoming, I am still waiting for this refund and it is going on a year. The owner/manager of the property Mr. [redacted] refuses to take my calls so that we can resolve this issue. I have had to ask for assistance from the Modesto Convention and Visitors Bureau to contact [redacted] and my contact at the CVB has confirmed with me that [redacted] told her a refund check was sent out April 11, 2013. However it has now been several weeks and said refund has still not been received which is highly unusual for the mail system to take that long. Since this is the second time I have been told that a check has been issued (the first time was back on Feb. 12/13 when I was told that the following check numbers #XXXXX, #XXXXX, #XXXXX totalling $739.57 would be sent out from the home office) and have not received payment yet, I truly believe this man is being deceitful and very unprofessional and has no intention of following through on returning what are rightfully the funds of Sun Fun Tours. This is without a doubt theft and it needs to be rectified.

Dated Contract: Clarion Inn Account #XXXXXX Mar. 8, 2011. Room rate $59 sg/dbl occupancy. Comp room for the driver included. (I am happy to forward you a copy of the contract where these terms are outlined.)

I also have numerous email correspondence from [redacted] of the Clarion where she acknowledges that a refund is due and that it would be submitted for payment. I am happy to forward these to you as well.

After several months of waiting for the refund to appear, I was then put onto [redacted] in the accounting department to deal with this matter. Again, I have all of my email correspondence with [redacted] that I am happy to forward to you, where once again, it is acknowledged that Sun Fun Tours is owed back money.

November 7, 2012 - I lodged a complaint with Choice Hotels.

November 12, 2012 - I was cc'd from Choice Hotels on the email from the Clarion's General Manager - [redacted] requesting they be given more time to look into my complaint since they needed to pull bank records and that they would contact me as soon as they were done researching the refund status. Note: I was never contacted by them and I am happy to forward this email correspondence as well. It is also contradictory that they acknowledged to me that a refund was forthcoming and now tell their Head Office that it needs to be researched.

November 13, 2012 - I responded back to Choice Hotels with regard to [redacted]'s response.

January 18, 2013 - contacted Choice Hotels again

February 8, 2013 - contacted Choice Hotels again looking for some resolution. Was told at that time that there was nothing else they could do and I would have to contact the hotel directly once again.

March 1 - first correspondence with [redacted] of Modesto who was appalled at the treatment of Sun Fun Tours and reached out to her network including the Modesto CVB to have this resolved.

March - May - numerous emails (all of which I am happy to forward to you) between myself, my contacts in Modesto as well as the Clarion Hotel again (of which they have never responded)asking where my funds are and when I can expect them. Have still not had a response.

I am now asking for your help so that this business can be held accountable for the horrific way in which they have treated Sun Fun Tours and so that I can have the $932.50 which belongs rightfully to Sun Fun Tours returned immediately.

Desired Settlement: I am seeking the amount that I overpaid - $932.50 plus compensation for time and effort in requesting my refund plus interest for a total of $500. This is a bargain in light of the fact this company has been in possesion of my money since November 1, 2011 - a total of 18 months.

Business

Response:

Business' Initial Response

Here is the correspondence between Sun Fun Tours and the Clarion Hotel.

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From: [redacted]

Sent: Friday, June 07, XXXX X:XX PM

To: '[redacted]'

Cc: '[redacted]'; '[redacted]@choicehotels.com'; '[redacted]@necal.Revdex.com.org'; '[redacted]@sbcglobal.net'

Subject: RE: Clarion Hotel Modesto/Refund

No problem. We will issue the amount of $192.93 on the next check as indicated below.

Sales Representative- Accounts Receivable

Clarion Hotel & Conference Center

P XXX-XXX-XXXX ext. 521

F XXX-XXX-XXXX

E [redacted]@clarionmodesto.com

www.clarionhotel.com/hotel-modesto-california-CAC38

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From: [redacted] (mailto:[redacted]@sunfuntours.ca)

Sent: Friday, June 07, XXXX X:XX PM

To: [redacted]

Subject: RE: Clarion Hotel Modesto/Refund

Thank you [redacted]. I really appreciate finally having closure with this issue. I would like to clarify that the amount owed is actually $192.93, not $162.50 which I inadvertently said in my last correspondence. All other correspondence indicates the amount of $192.93 which does equal the driver's room cost which was to have been comped. If you could please submit this amount to your accounting department I would appreciate it.

Thank you for your attention to this matter. I look forward to receiving the refund as well as to putting this matter behind.

Sincerely,

General Manager

Sun Fun Tours

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From: [redacted] (mailto:[redacted]@clarionmodesto.com)

Sent: June 7, XXXX X:XX PM

To: [redacted]; [redacted]

Cc: [redacted]@choicehotels.com

Subject: RE: Clarion Hotel Modesto/Refund

Hello,

Here are the check numbers for the previous refund that has been mailed out:

1. XXXXX - $246.52

2. XXXXX-$246.52

3. XXXXX - $246.52

I also want to apologize for saying that this matter should have been even based on the fact we had to pay a pentaly fee of $150.00. I really would like to put this matter behind us, so we will be refunding the amount of $162.50. I will submit the invoice to my accounting department and a check will be cut on the next check run which is June, 20th 2013. The confusion was with the bus drivers and the fact that they were switched part way through and the second bus driver wasn't on the rooming list, so he was put in as a regular guest based on the information we were given. I sincerely apologize for all the inconveniences this has caused to you and your company.

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From: [redacted] (mailto:[redacted]@choicehotels.com)

Sent: Friday, June 07, XXXX X:XX PM

To: [redacted]

Subject: RE: Clarion Hotel Modesto

Thank you [redacted] for keeping me copied on this matter. It is greatly appreciated.

[redacted]

Executive Customer Relations Coordinator

6811 E Mayo Blvd, Suite 100 * Phoenix, AZ XXXXX

Office: 800.435.8595 * Fax: 602.953.4953

[redacted]@choicehotels.com

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From: [redacted] (mailto:[redacted]@ClarionModesto.com)

Sent: Friday, June 07, XXXX X:XX PM

To: [redacted]

Subject: FW: Clarion Hotel Modesto

I want to make sure you are included on all corresponded with Sun Fun Tours.

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From: [redacted] (mailto:[redacted]@sunfuntours.ca)

Sent: Friday, June 07, XXXX XX:XX PM

To: [redacted]

Subject: RE: Clarion Hotel Modesto

The first driver was [redacted] He was replaced part way through the hotel stay by [redacted].

Thank you,

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From: [redacted] (mailto:[redacted]@clarionmodesto.com)

Sent: June 7, XXXX XX:XX PM

To: [redacted]

Cc: [redacted]

Subject: Clarion Hotel Modesto

Good Afternoon [redacted],

Can you please provide me the name of the second driver? It seems the first driver was indicated on the orginal rooming list, but the second driver does not appear on our paperwork.

Thank you,

Sales Representative- Accounts Receivable

Clarion Hotel & Conference Center

P XXX-XXX-XXXX ext. 521

F XXX-XXX-XXXX

E [redacted]@clarionmodesto.com

www.clarionhotel.com/hotel-modesto-california-CAC38