Initial Business Response / [redacted] (1000, 5, 2016/08/30) */ This guest booked through a third party which was Expedia Hotel CollectHotel Collect is a choice the guest makes at the time of making the original reservationThis simply means that the guest is agreeing to have the Hotel collect the funds instead of [redacted] The terms and conditions are stated on the guests confirmation from Expedia, not from the HotelOur cancellation policy is clearly stated on the [redacted] websiteAny reservation cancelled hours prior to arrival can be done without any chargesCancellations inside the hours window is charged the first night plus taxes as a cancellation feeThis is the same whether Expedia collects the payment or the HotelIt is our policy to charge the first night's guaranteed deposit with the credit card supplied by the guest which also serves as the cancellation fee within the hour windowThat is what a room guarantee is all aboutIt protects and guarantees the room request for the guest and also provides guaranteed payment for any late cancellation for the HotelIt protects both partiesThis is standard practice by most HotelsOther Hotels charge the entire amount as an "authorization" against their credit card and the full amount due is "held" by the Merchant from the guests credit or debit card account for the propertyBoth of these policies protect the Hotel from those who would not cancel their reservation within the policy period since the property "holds" this room for the guest the entire time from the reservation request to the day or arrivalTheir room is removed from the inventory available to sellOur policy of charging only the first night is the most minimal effect to the guestThe balance due is to be paid upon arrivalThis saves the guest from the full room chargesThese procedures are exactly what was followed in this complaintIt is NOT the Hotel's responsibility to control the bank accounts of the guests guaranteeing a room with a credit or debit cardThat is the sole responsibility of the guestIf their bank has charged them any fees related to this transaction, then they should be addressing the funds issue with their bank, not the property whom has performed on the contract with [redacted] It boils down to personal financial responsibility Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not see anywhere on the [redacted] website where it stated that my card would be chargedI even pulled the website up and started another reservation just to see againIf I was in the wrong I would just leave it alone, but I don't feel that I amI feel they should do something, and if they don't, then they have lost a customer and I WILL NOT recommend them to anyone again!! Final Business Response / [redacted] (4000, 9, 2016/09/01) */ If your mis-understanding is with [redacted] then please address it with them directlyThey have record of our policiesWe are simply not in a position to speak for themLikewise, if funds were insufficient, this requires direct communication with your bankWe have followed not only our policies, but also standard procedures of Hotels worldwide This is what guaranteeing a room is all aboutYou are currently asking the Hotel to guarantee your room without giving them the guarantee of paymentIt does not work that wayWe are under contract with [redacted] to hold the reserved room for youWe must be paid for it as any other Hotel would need to beMany people simply do not show up for a reservation made or cancel after the cancellation periodIn both cases, there would have been no way to charge for the room if they weren't going to pay until arrival and never arrivedPlease understand that this is what a guaranteed room is all aboutIt protects both partiesYou receive the requested room reserved and the Hotel is paid for itProviding a credit or debit card without the funds available would like like asking the Hotel to guarantee the room with a bad checkIt cannot be doneMost banks will work with their direct account holdersSpeak directly to your agent Final Consumer Response / [redacted] (4200, 11, 2016/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Completely dissatisfied!!!!!! Will NEVER recommend this hotel to anyone! So much for a Christian based and Christian environment!!!!
Initial Business Response / [redacted] (1000, 5, 2016/08/30) */ This guest booked through a third party which was Expedia Hotel CollectHotel Collect is a choice the guest makes at the time of making the original reservationThis simply means that the guest is agreeing to have the Hotel collect the funds instead of [redacted] The terms and conditions are stated on the guests confirmation from Expedia, not from the HotelOur cancellation policy is clearly stated on the [redacted] websiteAny reservation cancelled hours prior to arrival can be done without any chargesCancellations inside the hours window is charged the first night plus taxes as a cancellation feeThis is the same whether Expedia collects the payment or the HotelIt is our policy to charge the first night's guaranteed deposit with the credit card supplied by the guest which also serves as the cancellation fee within the hour windowThat is what a room guarantee is all aboutIt protects and guarantees the room request for the guest and also provides guaranteed payment for any late cancellation for the HotelIt protects both partiesThis is standard practice by most HotelsOther Hotels charge the entire amount as an "authorization" against their credit card and the full amount due is "held" by the Merchant from the guests credit or debit card account for the propertyBoth of these policies protect the Hotel from those who would not cancel their reservation within the policy period since the property "holds" this room for the guest the entire time from the reservation request to the day or arrivalTheir room is removed from the inventory available to sellOur policy of charging only the first night is the most minimal effect to the guestThe balance due is to be paid upon arrivalThis saves the guest from the full room chargesThese procedures are exactly what was followed in this complaintIt is NOT the Hotel's responsibility to control the bank accounts of the guests guaranteeing a room with a credit or debit cardThat is the sole responsibility of the guestIf their bank has charged them any fees related to this transaction, then they should be addressing the funds issue with their bank, not the property whom has performed on the contract with [redacted] It boils down to personal financial responsibility Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not see anywhere on the [redacted] website where it stated that my card would be chargedI even pulled the website up and started another reservation just to see againIf I was in the wrong I would just leave it alone, but I don't feel that I amI feel they should do something, and if they don't, then they have lost a customer and I WILL NOT recommend them to anyone again!! Final Business Response / [redacted] (4000, 9, 2016/09/01) */ If your mis-understanding is with [redacted] then please address it with them directlyThey have record of our policiesWe are simply not in a position to speak for themLikewise, if funds were insufficient, this requires direct communication with your bankWe have followed not only our policies, but also standard procedures of Hotels worldwide This is what guaranteeing a room is all aboutYou are currently asking the Hotel to guarantee your room without giving them the guarantee of paymentIt does not work that wayWe are under contract with [redacted] to hold the reserved room for youWe must be paid for it as any other Hotel would need to beMany people simply do not show up for a reservation made or cancel after the cancellation periodIn both cases, there would have been no way to charge for the room if they weren't going to pay until arrival and never arrivedPlease understand that this is what a guaranteed room is all aboutIt protects both partiesYou receive the requested room reserved and the Hotel is paid for itProviding a credit or debit card without the funds available would like like asking the Hotel to guarantee the room with a bad checkIt cannot be doneMost banks will work with their direct account holdersSpeak directly to your agent Final Consumer Response / [redacted] (4200, 11, 2016/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Completely dissatisfied!!!!!! Will NEVER recommend this hotel to anyone! So much for a Christian based and Christian environment!!!!