Comfort Inn/Downtown Historic Area

Review: Upon checking in on June 9, 2013, I provided a completed hotel tax exception form for government employees on official travel. The hotel staff noted that they would update the information and process the form in order for the taxes to be removed from my stay. On June 12, 2013, I notified the hotel staff that I would be checking out on Thursday, June 13, 2013 because my official business plans had been changed. At that time, I was told that the hotel tax exemption form was processed and those taxes would be removed from my bill upon check out. When I received my bill on the morning of June 13, 2013, the hotel taxes were NOT removed from it. After discussing my bill with the hotel employee at the front desk, he was unable to remove the hotel taxes and he told me that I would have to contact the accounting department to get those removed. This is unacceptable! I supplied the proper documentation and was told that the taxes would be removed. Please amend my bill to have the hotel taxes removed from it. Additionally, I submitted two online Billing Issue forms (June 13, 2013 and June 21, 2013) through the [redacted] Express website requesting that the taxes be removed from my bill. I have not received a response from either submission.Desired Settlement: Please amend my bill to have the hotel taxes removed from it.

Business

Response:

See Attachment:

Review: I made a reservation on 11/18/2013, with this hotel in mention. Upon arriving and checking in, we were told there was no power, and they did not know when it would be back on. I talked to a manager and he said the best he could do was, if we checked out, he wouldn't charge us a cancellation fee. That is not acceptable. The power did not come on until 9 pm that night.Desired Settlement: 172.10

Business

Response:

November 29, 2013

We are in receipt of this complaint regarding the hotel stay **. [redacted] for arrival on 11/18/13. **. [redacted] made his reservation at 9:30am that morning. According to our records it shows that he checked into his room at approximately 3:30pm that afternoon. At the time the front desk did alert the guest that we were having a power outage because [redacted] needed to replace an underground power line and it was affecting 4 customers at that time.

Guest. **. [redacted] contacted IHG Guest Relations in regards to the problem of not having power. Guest Relations contacted myself and the guest wished to contacted. I contacted the guest and the guest was not happy about the power being off. I explained that it is out of our control and that [redacted] is currently working on the issue to resolve it. I explained that I do not have an ETA from [redacted]. I told the guest that if they wanted to check out there would be no cancellation charge. The guest, **. [redacted] stated that he would probably be leaving. I stated that would be no problem and I would check him out.

I told him to let the front desk know if there were any other problems.

The guest, **. [redacted] went out to eat and decided to come back at 9:00pm when he learned the power had come back on. On 11/21/13 the guest had contacted IHG Guest Relations again stating that he should be charged the entire night. The hotel called the guest at the number provided and left a message. We still have not received a call back from the guest or had any other correspondence from the guest.

The hotel is willing to issue a 50% refund due to the inconveniences the guest received as a result from the outside that the hotel was experiencing. If it is acceptable to the guest **. [redacted] we will go ahead and get this processed.

I look forward to hearing back from you or the guest so that we may close this matter.

Best Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. If the business is willing to issue 50% of the refund, that is good enough.

Regards,