Cloverleaf Motel Incorporated

7/25/Dear Revdex.com and *** *** ***,Thank you for contacting us about your experience at the Sleep Inn & Suites located at *** *** *** *** PA ***We sincerely apologize that your credit card declined one night's room and tax, therefore your
reservation was considered non guaranteed and cancelled promptly at 4pmWith the *** Events and Concert, there was a waiting list on 7/12/and the room was in fact immediately re sold at 4pm As a courtesy, we do make attempts to inform guests that their reservation could be potentially cancelled by 4pm (should they not secure their reservation with a valid card) with the information that was provided to us during the reservation process, A reservation without a valid credit card is in fact an invalid reservation and hotels do not have to honor them, if your credit card was being processed somewhere else in error, we do feel that would have been the other merchants fault for your reservation being cancelled at our facilityWe do hope you visit us in the futureWe do hope you use valid credit cards to secure reservations at our hotel and other hotels in the future because your reservation is not a true and valid contract without a valid credit cardWe are extremely sorry that you did not get to enjoy your time in *** with usWe are very sorry that this event occurred during your travels and we wish you the best of luck in your future travels.Sincerely yours in hospitality,

Review: My husband and I were traveling with our two children to the [redacted] area for the weekend. I made reservations at the hotel Saturday July 12, 2014 and Sunday July 13, 2014. When I arrived at the Hotel around 7:00pm to check in I was told our reservation had been cancelled. It was a “sold out” night so my card was charged at 10:00am on the 12th. HOWEVER, my card was declined because it was being processed in another state. Since my card was declined at 10:00am our room was rented to someone else, which left my family without a place to stay. Only ONE attempt was made to contact me on my home phone at 10:04am. WE WERE TRAVELINGTO THE AREA AND NOT HOME!!!!!! I was able to receive an email with my confirmation that the reservations were all set. I DID NOT RECEIVE ANY EMAILS STATING THAT THERE WAS A PROBLEM…… ONE PHONE CALL AND THAT WAS IT! On top of that why would it be rented out so quickly? We were only a few hours from check in time so it wasn’t like we showed up in the middle of the night..

I AM BEYOND UPSET WITH THIS HOTEL….. All the front desk clerk had to say was “SORRY THIS IS OUR POLICY”. She did not offer to help us find another place or anything. So now we are five hours from home, planning a big day on Sunday at [redacted] Park with our children and have no place to stay. I began frantically calling around for hotels in the area and everything was sold out. HOW IS IT RIGHT TO JUST GIVE SOMEONES ROOM AWAY LIKE THIS AND JUST TELL THEM “SORRY”?

IF THIS TRULY IS THE POLICY OF THE HOTEL THEN IT NEEDS TO BE CHANGED. MORE THAN ONE ATTEMPT SHOULD HAVE BEEN MADE TO CONTACT US.I CAN GUARANTEE YOU WILL NEVER HAVE MY BUSINESS AGAIN…..Desired Settlement: CHANGE THE POLICY.... MAKE MORE THAN ONE ATTEMPT TO CONTACT THE CUSTOMER. This could help the next family from being stranded away from home with out a place to stay.

Business

Response:

7/25/2014Dear Revdex.com and [redacted],Thank you for contacting us about your experience at the Sleep Inn & Suites located at [redacted] PA [redacted]We sincerely apologize that your credit card declined one night's room and tax, therefore your reservation was considered non guaranteed and cancelled promptly at 4pm. With the [redacted] Events and Concert, there was a waiting list on 7/12/14 and the room was in fact immediately re sold at 4pm. As a courtesy, we do make attempts to inform guests that their reservation could be potentially cancelled by 4pm (should they not secure their reservation with a valid card) with the information that was provided to us during the reservation process, A reservation without a valid credit card is in fact an invalid reservation and hotels do not have to honor them, if your credit card was being processed somewhere else in error, we do feel that would have been the other merchants fault for your reservation being cancelled at our facility. We do hope you visit us in the future. We do hope you use valid credit cards to secure reservations at our hotel and other hotels in the future because your reservation is not a true and valid contract without a valid credit card. We are extremely sorry that you did not get to enjoy your time in [redacted] with us. We are very sorry that this event occurred during your travels and we wish you the best of luck in your future travels.Sincerely yours in hospitality,