Columbia Custom Built, LLC

We appreciate the opportunity to respond to the complaint made against our business. We rarely get complaints and of course we always try, as best as we can, to resolve issues directly with any guest. The customer did indeed reserve a room for the wrong dates as described. It is
unfortunate that they did not notice that the dates we’re incorrect during the whole reservation process. When reserving online at our website, the dates are shown on the page through all the steps. Also, an email confirmation is sent out immediately, which shows the dates of the reservation. If they had called us immediately, we could have changed the dates of the reservation right away. We did not discover the situation until we contacted them at the end of day as they had not arrived yet and our lobby was closing soon (we close at 10pm). In the discussion, they insisted that the fault was either ours or the third party website that they used to link to our reservations page, even though they are the ones who made the oversite in submitting the wrong dates on our reservation system. Unfortunately, they had reserved the last room so there was no way we could resell the room. Despite this and the fact that the error was completely theirs, our manager, offered to reduce the no show charge by half. They told us that even if we did this, they would post bad reviews (which they already have done), submit a complaint to you and also file a lawsuit against us. Since the compromise was obviously not resolving anything with them, we left the charge as is. We would like to comment on the core of her complaints“The hotel was very rude ….” is not accurate. In fact, the customer was yelling during most of the conversation. “…and refused to do anything to assist us.” is also not accurate as explained above. Incidentally, there was no discussion of discounting a future stay. In conclusion, we are sorry that this mistake occurred, but to ask us to completely pay for their mistake, we feel is unreasonable. We are also sorry that our compromise to cut the charge in half was not acceptable to them. If you have any further questions, please contact us at any time. Sincerely, Y** *** & C*** ***