Country Inn & Suites By Carlson

After a little research and talking to the staff that were there that night, this is what I came up withMr [redacted] did send a complaint to Carlson and there was an open ticketHere is the full complaint and response below: -- Oct 14:23:CDT HTL/HMJF--Issue status changed from Open to Closed.-- Oct 14:23:CDT HTL/HMJF--Guest came back to hotel after a wedding very inebriatedHis family arranged for him to stay in the room next door (412) and left keys with his name on them at the deskThe guest could not understand that he was supposed to go to room -- Oct 14:20:CDT HTL/HMJF--Viewed Issue-- Oct 14:20:CDT HTL/HMJF--Issued - Apology.-- Oct 14:18:CDT HTL/HMJF--Viewed Issue-- Oct 12:36:CDT HTL/HMJF--Viewed Issue-- Oct 15:39:CDT CDS/UMMB--Issue status changed from Draft to Open.-- Oct 15:39:CDT CDS/UMMB--Guest said he was part of a group blocking in room but left as the hotel let two random people sleep in his roomGuest is not too sure what happened but thinks maybe the hotel made a mistake in their inventoryGuest said he checked out and told the hotel he was not happy but he is not wanting to make sure that his card is not getting charged for something HE didn't stay inMS advised they will issue a billing request to the GM for further assistance**Hotel, please research issue and document outcome in CSA Issue** We also have our Front Desk agents fill out a form detailing what went on during their shift and this is what was mentioned by our front desk agent at the time: 4) [redacted] was the last guest to arrive at about 2:30amhe was not able to get into his room (which was the room that all the GROOMSMAN got ready in, as an EARLY check in, at 9:30am) I told Mr [redacted] there was a new key packet with his name on it and a different room number He was very drunk and not comprehending that we had a new key packet with name on it He left the hotel As you can see, the wedding party that he was a part of used to get ready in and he must have thought that was his roomWe had another room all set for him per request of his family/wedding party but he was too drunk to understand that was not his room, it was actually We will not be refunding his room as he was very intoxicated and we did everything according to procedure Thank you, Eric [redacted] General Manager

This Subaru dealer charged me $more for a clutch replacement on my Subaru than they had estimated previously in writing They told me that my catalytic converter (part only) (subject of a separate repair estimate) was included in this initial bill.The subsequent repair of the catalytic converter was then billed to me at full price (including the part) meaning that the previous clutch repair was $over the estimateAlso, the catalytic converter replacement that was supposed to make trouble lights on my dashboard go out only did so for days These lights are back on I have driver miles and spent $at this dealership and gotten little in return

So from what I am basically not seeing is that the refund was not sent through properly to the third party siteThe room adjustment had been done after we did our update but that is where it had stoppedWith that being said, the person I had asked to correct the issue did not complete the task and I did not follow up to verify because she had given me the folio back with her initials stating it had been doneI was initially going to give the guest 50% off but because it had not been completed timely I have contacted Expedia to refund the entire amount that we were paid to the guest and then we would refund Expedia [redacted] General Manager Country Inn & Suites Monona

Hello Matt and Subaru, I reviewed the Repair Orders that were provided via attachment None of them show documentation of how much oil I presented with at the time of arrival to the dealership when the check oil light came on and none of them document how much oil was put in the car at the time of service How can you assume that the vehicle was not oz low at the time of any one of the consumption checks? Not to mention, these are only of the Repair Orders and I have been to Flagstaff Subaru with oil consumption tests a total of over times I feel that this is insufficient documentation for you to base your decision upon I have looked at the oil on the dipstick and it has been around or just below the low "dot" when the light illuminates, which leads me to believe it has absolutely nothing to do with a sensor I was informed by your technician that there was "no oil on the dipstick" once when I presented there once That is documented I am now in the midst of my 5th oil consumption diagnostic test and for the first time I have been provided with documentation which I feel will be helpful in determining the usage of the oil But why has Subaru failed to do this all along? I think a lot of my time and trouble could have been alleviated if this dealership was simply doing it's job in providing me the service that I deserve I look forward to straightening this out soon Thank you, [redacted]

I am rejecting this response because:When I had reserved my room on 7/22/I was told I had a King Studio Suite and I have included my reservation confirmation in an attachmentWhen I checked into my room on 10/1/I was given keys to room #which was a King Studio Suite the room I had reserved as the other attachment will show my room #on the top right and it will also show my credit card information as wellI was there to officiate the wedding none of my family members were there to arrange any other room as I had already had my room which I had allowed the groomsman to get ready inWhen I had packed up my things after finding people in my room and went to the front desk and informed the woman at the front desk that I was upset and checking out due to the fact that someone at the hotel had let people into my room which as the receipt shows room #The businesses response claims that I was "very inebriated" and she claims I couldn't understand that I was supposed to be in room Her claims are totally false, I was not at the front desk for more that seconds and not once did she ever mention room which I'd like to add is a room with queen beds that the bridesmaids got ready in and stayed in the previous night not the King Studio Suite I had reservedI also drove after I left the hotel that nightIf the woman at the front desk made a mistake and switched my room on the belief of what someone from the wedding party told her I understand we all make mistakes but for her to claim that I was "very inebriated" to cover her mistake is unacceptableIf you have surveillance cameras at your front desk I suggest someone reviews themI did not stay at your hotel the night of October the 1st/2nd due to the fact that people were let into my room #by someone at the front deskAll that I'm asking for is a full refund for the hotel's mistake which I don't think is too much to ask given the circumstanceI will wait for the businesses response before I decide if further action is necessary

[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.] 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 meThank for the responseThe only thing is the purchase was made through hotels.comNot sure if Experian is the same as hotels.com Regards, [redacted]

Mr [redacted] , Thank you for contacting us regarding the complaint the Revdex.com received regarding a guest stay for Mr [redacted] *** I spoke with Mr [redacted] during his stay and addressed his concerns and resolved to his satisfaction prior to his departure from our hotel He also contacted our corporate customer service, and our Guest Services Manager regarding his credit card charges Below is the email correspondences send to Mr*** A full refund of his charges for his stay were refunded to his credit card as stated below We have not had any further communication with Mr***Please feel free to contact me anytime to discussDear Mr*** Thank you for reaching out to me, and firstly I would like to apologize for the experience highlighted below and I hope that I can provide you with some additional information as to what transpired at the hotel directly Below is a screenshot from our system that is displaying all Credit Card Failures that occurred in regards to your reservation The two that are displaying on 03-at 8:30pm & 8:31pm respectively state ISSUER OR SWITCH INOPERATIVE, which unfortunately is not an error that we have seen at the hotel, and ultimately lead to the over authorization on your credit card, as far as we can tell, as there are is only one accepted at 8:32pm respectively (see second screenshot)Unfortunately when it comes to authorizations, the hotel does not have control over the release of any funds on hold, and this process must be completed by the financial institutionAs a general rule when speaking with a mutual customer, a financial institution will 100% of the time inform a customer that the funds have not been released by the business, in this case the hotelThis refers to the natural release process, in which any authorization is released naturally, which is generally quoted to be 1-business daysIn regards to our system, whenever a charge is placed on a reservation in which an amount is authorized, any authorized amount that is not charged will be released and begin the process of naturally being released; however, only the financial institution has the power to expedite the release of any authorizationMost institutions have a process in place for expediting the release, however; this first requires the cardholder to contact the bank and inform them that as the cardholder, that you are working with the hotel to expedite the release of an authorization, and you are inquiring as to the process to have an authorization releasedIn my experience, most banks will require a faxed document on company letterhead, with certain required criteria that the banks will require (this varies per institution) faxed to a specific fax number, which the bank would provideWith that being said, other banks may need verbal authorization from a hotel representative (this is extremely rare), with some banks not allowing any expedition of authorization holds (Bank of Am***a)However, in each of these cases, no financial institution will speak directly with a hotel representative concerning a cardholders funds without speaking with the account holder directly (This is a security measure to prevent fraud), which unfortunately is why it is required for you as the customer to reach out to your bank and is not something that can be completed without any direct assistance from the hotelWith that being said, from the reservation, I can see that [redacted] (our Front Desk Supervisor whom worked with you on 03-03-18) attempted to begin the process of the release of the authorization hold, by charging $and refunding $(please note that as this is a charge & refund of the same amount on the same business date, our merchant bank does not process this and you will not see this on your bank statement; however, this releases the authorization hold on our end; however, the bank will still note that the business has not released the authorization hold until the natural release process has been completed)As I was not a part of the call with the bank, I am unsure if this was completed prior to or after this callHowever, because this amount was released from our system, there was no authorization on file according to our system, which proceeded to automatically authorize for the amount once more on 03-04-18, which is how the 2nd authorization occurred, which is unavoidable unfortunately as our system requires and authorization prior to charging a reservationWith that being said (and I apologize for the long email, as there was a lot of information to convey), I can certainly understand how frustrating this situation would be and the impact this undoubtedly had on your experience with us and your time in San DiegoIn no way to we want our guests to have their vacation/business trip impacted by constantly needing to be in contact with their respective financial institutions, nor the anxiety that would undoubtedly be caused by funds being tied up beyond the expected/correct amount and again, I would like to convey our sincerest apologiesI would also like to let you know that myself and the Manager on Duty you spoke with on Monday 03-05-have addressed your overall comments directly with [redacted] and have disciplined internally based on the feedback provided, as your comments were certainly taken extremely seriously, as are any made by our guestsI hope that the above has been helpful in explaining the full scope of the issue and the challenges in rectifying this on the hotels end, however; I do want to be clear that while this was an unavoidable issue with the technology systems on property, this could definitely have been addressed with you with much more understanding and information provided to ensure a resolution has been reached and again I would like to apologizeAs a token of our apology, I will be processing a full refund on your credit card (to the Visa Card ending in [redacted] for $542.74); which you should see on your online statement in 1-business days when it is processed by your bankIf you have any questions, please feel free to reach out to me directly and I will be more than happy to address your concerns/questions as soon as I am able

Initial Business Response / [redacted] (1000, 8, 2015/11/06) */ This reservation made from Expedia and Expedia charge Hotel never charge to guest

So from what I am basically not seeing is that the refund was not sent through properly to the third party siteThe room adjustment had been done after we did our update but that is where it had stoppedWith that being said, the person I had asked to correct the issue did not complete the task and
I did not follow up to verify because she had given me the folio back with her initials stating it had been doneI was initially going to give the guest 50% off but because it had not been completed timely I have contacted Expedia to refund the entire amount that we were paid to the guest and then we would refund Expedia. *** ***General ManagerCountry Inn & Suites Monona

Revdex.com spoke to the general manager at the company who stated that the refund was given to the customer on July 26, despite the fact that she reserved rooms, did not show up, and did not cancel

After a little research and talking to the staff that were there that night, this is what I came up with. Mr*** did send a complaint to Carlson and there was an open ticketHere is the full complaint and response below: -- Oct 14:23:CDT HTL/HMJF--Issue status changed
from Open to Closed.-- Oct 14:23:CDT HTL/HMJF--Guest came back to hotel after a wedding very inebriatedHis family arranged for him to stay in the room next door (412) and left keys with his name on them at the deskThe guest could not understand that he was supposed to go to room -- Oct 14:20:CDT HTL/HMJF--Viewed Issue-- Oct 14:20:CDT HTL/HMJF--Issued - Apology.-- Oct 14:18:CDT HTL/HMJF--Viewed Issue-- Oct 12:36:CDT HTL/HMJF--Viewed Issue-- Oct 15:39:CDT CDS/UMMB--Issue status changed from Draft to Open.-- Oct 15:39:CDT CDS/UMMB--Guest said he was part of a group blocking in room but left as the hotel let two random people sleep in his roomGuest is not too sure what happened but thinks maybe the hotel made a mistake in their inventoryGuest said he checked out and told the hotel he was not happy but he is not wanting to make sure that his card is not getting charged for something HE didn't stay inMS advised they will issue a billing request to the GM for further assistance**Hotel, please research issue and document outcome in CSA Issue** We also have our Front Desk agents fill out a form detailing what went on during their shift and this is what was mentioned by our front desk agent at the time: 4) *** *** was the last guest to arrive at about 2:30amhe was not able to get into his room (which was the room that all the GROOMSMAN got ready in, as an EARLY check in, at 9:30am) I told Mr*** there was a new key packet with his name on it and a different room number He was very drunk and not comprehending that we had a new key packet with name on it. He left the hotel. As you can see, the wedding party that he was a part of used to get ready in and he must have thought that was his roomWe had another room all set for him per request of his family/wedding party but he was too drunk to understand that was not his room, it was actually We will not be refunding his room as he was very intoxicated and we did everything according to procedure Thank you, Eric ***General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Good Afternoon, After reviewing the Revdex.com Case # ***, our Fixed Operations Director's response is as follows: Dear Ms*** and The Revdex.com, Subaru of America has strict guidelines and specifications regarding oil
consumption For the referenced vehicle owned by *** *** it is determined by Subaru of America to be up to and including ounces of oil within 1,miles According to our tests performed on the invoices I have attached, the oil level on the vehicle was at the full mark After contacting our District representative from Subaru and reviewing our findings, no vehicle replacement or refund is authorized. There has been an updated technical service bulletin released by Subaru of America involving a software update and installation of a re-designed oil level switch.I will reach out to Ms*** and attempt to have that bulletin performed on her vehicle.Matt McRaeFixed Operations DirectorFlagstaff Subaru Please contact me if there are any other questions. Sincerely, Tresa L***Flagstaff Nissan Subaru

I am rejecting this response because:When I had reserved my room on 7/22/16 I was told I had a King Studio Suite and I have included my reservation confirmation in an attachment. When I checked into my room on 10/1/16 I was given 2 keys to room #410 which was a King Studio Suite the room I had reserved as the other attachment will show my room #410 on the top right and it will also show my credit card information as well. I was there to officiate the wedding none of my family members were there to arrange any other room as I had already had my room which I had allowed the groomsman to get ready in. When I had packed up my things after finding people in my room and went to the front desk and informed the woman at the front desk that I was upset and checking out due to the fact that someone at the hotel had let people into my room which as the receipt shows room #410. The businesses response claims that I was "very inebriated" and she claims I couldn't understand that I was supposed to be in room 412. Her claims are totally false, I was not at the front desk for more that 60 seconds and not once did she ever mention room 412 which I'd like to add is a room with 2 queen beds that the bridesmaids got ready in and stayed in the previous night not the King Studio Suite I had reserved. I also drove after I left the hotel that night. If the woman at the front desk made a mistake and switched my room on the belief of what someone from the wedding party told her I understand we all make mistakes but for her to claim that I was "very inebriated" to cover her mistake is unacceptable. If you have surveillance cameras at your front desk I suggest someone reviews them. I did not stay at your hotel the night of October the 1st/2nd 2016 due to the fact that people were let into my room #410 by someone at the front desk. All that I'm asking for is a full refund for the hotel's mistake which I don't think is too much to ask given the circumstance. I will wait for the businesses response before I decide if further action is necessary.

[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.]
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.Thank for the response. The only thing is the purchase was made through hotels.com. Not sure if Experian is the same as hotels.com.
Regards,
[redacted]

Mr. [redacted], Thank you for contacting us regarding the complaint the Revdex.com received regarding a guest stay for Mr. [redacted].  I spoke with Mr. [redacted] during his stay and addressed his concerns and resolved to his satisfaction prior to his departure from our hotel.  He also contacted...

our corporate customer service, and our Guest Services Manager regarding his credit card charges.  Below is the email correspondences send to Mr. [redacted].  A full refund of his charges for his stay were refunded to his credit card as stated below.  We have not had any further communication with Mr. [redacted]. Please feel free to contact me anytime to discuss. Dear Mr. [redacted] Thank you for reaching out to me, and firstly I would like to apologize for the experience highlighted below and I hope that I can provide you with some additional information as to what transpired at the hotel directly.   Below is a screenshot from our system that is displaying all Credit Card Failures that occurred in regards to your reservation.  The two that are displaying on 03-02 at 8:30pm & 8:31pm respectively state ISSUER OR SWITCH INOPERATIVE, which unfortunately is not an error that we have seen at the hotel, and ultimately lead to the over authorization on your credit card, as far as we can tell, as there are is only one accepted at 8:32pm respectively (see second screenshot). Unfortunately when it comes to authorizations, the hotel does not have control over the release of any funds on hold, and this process must be completed by the financial institution. As a general rule when speaking with a mutual customer, a financial institution will 100% of the time inform a customer that the funds have not been released by the business, in this case the hotel. This refers to the natural release process, in which any authorization is released naturally, which is generally quoted to be 1-7 business days. In regards to our system, whenever a charge is placed on a reservation in which an amount is authorized, any authorized amount that is not charged will be released and begin the process of naturally being released; however, only the financial institution has the power to expedite the release of any authorization. Most institutions have a process in place for expediting the release, however; this first requires the cardholder to contact the bank and inform them that as the cardholder, that you are working with the hotel to expedite the release of an authorization, and you are inquiring as to the process to have an authorization released. In my experience, most banks will require a faxed document on company letterhead, with certain required criteria that the banks will require (this varies per institution) faxed to a specific fax number, which the bank would provide. With that being said, other banks may need verbal authorization from a hotel representative (this is extremely rare), with some banks not allowing any expedition of authorization holds (Bank of Am[redacted]a). However, in each of these cases, no financial institution will speak directly with a hotel representative concerning a cardholders funds without speaking with the account holder directly (This is a security measure to prevent fraud), which unfortunately is why it is required for you as the customer to reach out to your bank and is not something that can be completed without any direct assistance from the hotel. With that being said, from the reservation, I can see that [redacted] (our Front Desk Supervisor whom worked with you on 03-03-18) attempted to begin the process of the release of the authorization hold, by charging $.01 and refunding $.01 (please note that as this is a charge & refund of the same amount on the same business date, our merchant bank does not process this and you will not see this on your bank statement; however, this releases the authorization hold on our end; however, the bank will still note that the business has not released the authorization hold until the natural release process has been completed). As I was not a part of the call with the bank, I am unsure if this was completed prior to or after this call. However, because this amount was released from our system, there was no authorization on file according to our system, which proceeded to automatically authorize for the amount once more on 03-04-18, which is how the 2nd authorization occurred, which is unavoidable unfortunately as our system requires and authorization prior to charging a reservation. With that being said (and I apologize for the long email, as there was a lot of information to convey), I can certainly understand how frustrating this situation would be and the impact this undoubtedly had on your experience with us and your time in San Diego. In no way to we want our guests to have their vacation/business trip impacted by constantly needing to be in contact with their respective financial institutions, nor the anxiety that would undoubtedly be caused by funds being tied up beyond the expected/correct amount and again, I would like to convey our sincerest apologies. I would also like to let you know that myself and the Manager on Duty you spoke with on Monday 03-05-18 have addressed your overall comments directly with [redacted] and have disciplined internally based on the feedback provided, as your comments were certainly taken extremely seriously, as are any made by our guests. I hope that the above has been helpful in explaining the full scope of the issue and the challenges in rectifying this on the hotels end, however; I do want to be clear that while this was an unavoidable issue with the technology systems on property, this could definitely have been addressed with you with much more understanding and information provided to ensure a resolution has been reached and again I would like to apologize. As a token of our apology, I will be processing a full refund on your credit card (to the Visa Card ending in [redacted] for $542.74); which you should see on your online statement in 1-10 business days when it is processed by your bank. If you have any questions, please feel free to reach out to me directly and I will be more than happy to address your concerns/questions as soon as I am able.

Hello Matt and Subaru, 
I reviewed the 3 Repair Orders that were provided via attachment.  None of them show documentation of how much oil I presented with at the time of arrival to the dealership when the check oil light came on and none of them document how much oil was put in the car at the time of service.  How can you assume that the vehicle was not 10.6 oz low at the time of  any one of the 4 consumption checks?  Not to mention, these are only 3 of the Repair Orders and I have been to Flagstaff Subaru with oil consumption tests a total of over 10 times.  I feel that this is insufficient documentation for you to base your decision upon.  I have looked at the oil on the dipstick and it has been around or just below the low "dot" when the light illuminates, which leads me to believe it has absolutely nothing to do with a sensor.  I was informed by your technician that there was "no oil on the dipstick" once when I presented there once.  That is documented. 
I am now in the midst of my 5th oil consumption diagnostic test and for the first time I have been provided with documentation which I feel will be helpful in determining the usage of the oil.  But why has Subaru failed to do this all along?  I think a lot of my time and trouble could have been alleviated if this dealership was simply doing it's job in providing me the service that I deserve.  
I look forward to straightening this out soon.  Thank you, 
[redacted]

This Subaru dealer charged me $276.31 more for a clutch replacement on my Subaru than they had estimated previously in writing. They told me that my catalytic converter (part only) (subject of a separate repair estimate) was included in this initial bill.The subsequent repair of the catalytic converter was then billed to me at full price (including the part) meaning that the previous clutch repair was $276 over the estimate. Also, the catalytic converter replacement that was supposed to make 3 trouble lights on my dashboard go out only did so for 6 days. These lights are back on. I have driver 600 miles and spent $2000 at this dealership and gotten little in return.

[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.]
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.
Thank for the response. The only thing is the purchase was made through hotels.com. Not sure if Experian is the same as hotels.com.
Regards,
[redacted]

So from what I am basically not seeing is that the refund was not sent through properly to the third party site. The room adjustment had been done after we did our update but that is where it had stopped. With that being said, the person I had asked to correct the issue did...

not complete the task and I did not follow up to verify because she had given me the folio back with her initials stating it had been done. I was initially going to give the guest 50% off but because it had not been completed timely I have contacted Expedia to refund the entire amount that we were paid to the guest and then we would refund Expedia.
 
[redacted]
General Manager
Country Inn & Suites Monona