Crowne Plaza

Good Afternoon,This is in response to the case [redacted] *** opened with the Crowne Plaza Columbus Downtown regarding the fee he was assessed for failing to show for his reservationsAttached are the following documents:Letter of complaint – received 5/1/User Activity Log – documenting all access to his reservationsWeb GNR – Reservation information from IHG (parent company)Based on my research and attached documentation, we did all items by the book in our brand standardsThe guest made reservations through a third-party reservation company called [redacted] in which they booked a discount saving reservation on 5/21/at 5:pm ESTThe reservation was booked for the night of 5/22/for night Because of this discounted rate that was booked – the cancellation policy was non-cancellable based on the policies presented to the guest through that companyEven if the guest has booked a reservation directly with our hotel, we hold a hour cancellation policy for all of our guests (must be cancelled by 6:pm EST on the day PRIOR to scheduled arrival).I have also attached a User Activity Log which keeps electronic fingerprints of all associate within our hotel that access guest records in our computer system From this the reservations were accessed by one associate who took the deposit for the reservation on day of arrival – which is standard policy for guests on day of arrival to ensure payment is collected through third part bookingsOur computer systems “No Showed” the guest because the guest did NOT show for the reservations – this policy is standard I hotel operations with all major hotels The guest did not contact our hotel personnel directly as I would show record of that on the user activity log with someone else accessing the reservations.A couple of items to note based on this information:*All bookings through third part companies are redirected to third party companies per our agreements with those companiesWe do not make changes to these reservations directly on site per this agreement.*The guest booked room reservations minutes before what our standard cancellation policy is – but because he booked a discount saving reservation – the cancellation policy is non-cancellableThis information was communicated to him in writing via confirmation from the booking agency [redacted] (must be cancelled by 6:00pm EST on the day prior to scheduled arrival), even if he had booked with us directly, he would have incurred a cancellation penalty of one night’s room and tax.If you have any questions or require further discussion – please feel free to contact me directly.Thank you,Brent P [redacted] CHRMRevenue ManagerCrowen Plaza [redacted] Downtown###-###-#### [redacted]

Thursday October 8, 2015To: Revdex.com Central OhioComplaint #10827279To Whom This May Concern:This is a response to the follow up from complainant on Friday October 2, 2015.No guest actually stayed in the reserved guest roomThe fee that was billed was a "no-show" fee of one night of thecomplainant rate plus occupancy taxesWe guarantee all reservations for guests if they have secured accommodationsusing a major credit cardIf the guest fails to show for the reservations, we then bill their card if they do not show fortheir standing reservations as we could have sold that room to another potential guestThis is a standard practice in thehotel industryThis is not a fraudulent case, unless the guest's personal information was stolen and used to makereservations at our hotel, in which case, we would request that further information be provided to us to prove fraud.Please feel free to contact me should you have any questions.Thank You,Brent P.Revenue ManagerCrowne Plaza Columbus DowntownCROWNE PLAZA COLUMBUS DOWNTOWN

I am rejecting this response because this is clearly fraudI have not received an answer to my question asking if anyone actually stayed in the roomI was hung up on when I asked this questionThe simple fact that they refused to discuss on the phone should say that this is suspiciousI remain convinced this company has stolen $from meI flatly reject their response

Good Afternoon,This  is in response to the case [redacted] opened with the Crowne Plaza Columbus Downtown regarding the fee he was assessed for failing to show for his reservations. Attached are the following documents:1. Letter of complaint – received 5/1/20172. User Activity Log –...

documenting all access to his reservations3. Web GNR – Reservation information from IHG (parent company)Based on my research and attached documentation, we did all items by the book in our brand standards. The guest made reservations through a third-party reservation company called [redacted] in which they booked a discount saving reservation on 5/21/17 at 5:40 pm EST. The reservation was booked for the night of 5/22/17 for 1 night.  Because of this discounted rate that was booked – the cancellation policy was non-cancellable based on the policies presented to the guest through that company. Even if the guest has booked a reservation directly with our hotel, we hold a 24 hour cancellation policy for all of our guests (must be cancelled by 6:00 pm EST on the day PRIOR to scheduled arrival).I have also attached a User Activity Log which keeps electronic fingerprints of all associate within our hotel that access guest records in our computer system.  From this the reservations were accessed by one associate who took the deposit for the reservation on day of arrival – which is standard policy for guests on day of arrival to ensure payment is collected through third part bookings. Our computer systems “No Showed” the guest because the guest did NOT show for the reservations – this policy is standard I hotel operations with all major hotels.  The guest did not contact our hotel personnel directly as I would show record of that on the user activity log with someone else accessing the reservations.A couple of items to note based on this information:*All bookings through third part companies are redirected to third party companies per our agreements with those companies. We do not make changes to these reservations directly on site per this agreement.*The guest booked room reservations 20 minutes before what our standard cancellation policy is – but because he booked a discount saving reservation – the cancellation policy is non-cancellable. This information was communicated to him in writing via confirmation from the booking agency [redacted] (must be cancelled by 6:00pm EST on the day prior to scheduled arrival), even if he had booked with us directly, he would have incurred a cancellation penalty of one night’s room and tax.If you have any questions or require further discussion – please feel free to contact me directly.Thank you,Brent P[redacted] CHRMRevenue ManagerCrowen Plaza [redacted] Downtown###-###-####[redacted]

Thursday October 8, 2015To: Revdex.com Central OhioComplaint #10827279To Whom This May Concern:This is a response to the follow up from complainant on Friday October 2, 2015.No guest actually stayed in the reserved guest room. The fee that was billed was a "no-show" fee of one night of thecomplainant rate plus occupancy taxes. We guarantee all reservations for guests if they have secured accommodationsusing a major credit card. If the guest fails to show for the reservations, we then bill their card if they do not show fortheir standing reservations as we could have sold that room to another potential guest. This is a standard practice in thehotel industry. This is not a fraudulent case, unless the guest's personal information was stolen and used to makereservations at our hotel, in which case, we would request that further information be provided to us to prove fraud.Please feel free to contact me should you have any questions.Thank You,Brent P.Revenue ManagerCrowne Plaza Columbus DowntownCROWNE PLAZA COLUMBUS DOWNTOWN

Thank you for reaching out to our hotel in regards to the complaint placed by complainant. We have done ample research on the matter and have come to find the following information:• Complainant made reservations online on August 10th, 2015 for the Mercy Health Stakeholders Meeting...

being held in our hotel for an arrival of 9/2112015 and a departure date of ,9/22/2015. During this time the complainant's persnalJ information was provided in order to process a room reservation, this information cluded: Name, Address, Phone Number.. and Credit Card information. Upon completion of this reservation}confirmation information would have been provided to the complainant.• Upon calling the hotel, there are no measures to track who personally spoke with the complainant as our phone systems are not programmed to provide such detail of calls. The guest could have -easny been dealing with acustomer-service representative from our 1-800 call center reservations. Without more information, we cannot specify wf10 specifically spoke with the complainant. Was there any other follow up in regards to hotelmanagement or just a complaint directly presented to your organization? Upon reviewing this information} we have determined that the complainant had made a reservation through one of our reservations systems (Passkey) for the Mercy Stakeholders Conference and induded personal information which matches the information that was provided in the WebGNR attached document. The complainant claims that at no point reservations were not made by him, but we have all- of his personal information, including address and credit card information. The complainant failed to show for the reservations which resulted in a standard "No-Show" fee of one night accommodations charge and applicable taxes ($139 group rate plus 17.5% occupancy taxes), which a pretty common fee in the hotel industry. At this point without further burden"of personal fraud, we are not prepared to issue a refund for the fee.Please feel free to contact me should you have any questions. Thank you.