Dam Dry Inc

Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because the hotel has provided false information to you. 1. They were not flexible with us regarding the ferry cancellation. We were not even able to get confirmation from the hotel that we would not be charged for that night in the hotel... this was very poor customer service and silly because as I mentioned the ferry was cancelled and the airport was closed.2. The room they offered to move us to was also dirty and it was on a very low floor with no privacy. Not suitable for a honeymoon suite.3. We informed the hotel as we left the property that we were leaving AND our travel agent, American Express, communicated with them on our behalf prior to our departure.Not only were the hotel accommodations offered to us unacceptable but we believe our complaint upon check in was not taken seriously and if we had not been two women on our honeymoon we probably would have received better customer service and a quicker resolution of this issue. Since receiving the hotel's response, I have tried to speak with then to resolve this. The room manager promised to call me back on Thursday and did not. Today I then spoke with the general manager who refused to come to a suitable resolution with me and was condescending and did not deny that they rented the room after our departure. Based on my interaction with him on the phone, I am even more strongly convinced that this hotel is trying to take advantage of us. There is no reason for them to keep a deposit when we did not stay there and they rebooked the room. They ended up disrupting our honeymoon and costing us more money because we had to stay elsewhere. The deposit was paid in good faith that the room advertised would be available to us but instead the room was dirty, run down, and not even remotely appropriate for a honeymooning couple. The hotel seems to believe they were trying to resolve this and we did not provide them the opportunity to do so, but it was very clearly communicated to us prior to our departure that there was no other room available other than one on the same low floor which smelled like rotten milk due to the proximity to the restaurant. This poor business practice is exactly why the Revdex.com needs to step in to protect consumers and I do hope that you will help me and my wife recover the costs of the deposit which American Express is currently withholding from the Fairmont since we have an open dispute with them.
Sincerely,
[redacted]

I am in receipt of your email regarding this guest complaint and I do apologize for the delay in getting back to you. I was unaware of this concern until receiving your 2nd notice.   Following a review with our leadership team I can report the following measures were taken to try to address...

this issue to the clients satisfaction: We were in regular contact with the guest leading up to the time of the ferry cancellation and were extremely flexible in dealing with this unforeseen circumstanceWhen made aware of the concerns regarding the accommodation and location, we did extend an offer to relocate to comparable accommodation in  a quieter part of the resort. This was not pursued by the guest.Despite many efforts to contact them, we were not made aware of the guests decision to depart the resort, until communication was received from their travel agentOur cancellation policy stipulates full prepayment and penalty within 21 days of arrival. At the time of their departure, this was reduced to only a two night payment in recognition of their concerns   Since we were not given opportunity to remediate the guest concerns, we will not be forfeiting the reduced penalty incurred.   In regards to their concerns about checking them in prior to their arrival, the guest contacted the hotel to let us know that they would arrive around noon and would like an early check-in.  At that time, it was communicated to them that to guarantee an early check-in we would need to pre-register them so the room would be available at time of their arrival.  The guests arrived at 11:15 am and were able to check into their room.  At no time did they mention that this was an issue.   Many thanks for sharing this feedback. Please contact Gary S[redacted], Director of Front Office, if you have any further questions.

I have never seen a hotel with a cancellation policy like that as there is an implied guarantee of cleanliness or habitability, I believe. Not sure what next step would be...

Aloha,Please be advised that we have contacted the guest who brought forward this complaint.  His request for financial compensation was reviewed and a proposed compensation offered to the guest.  He has accepted this and the refund process has been underway.He shared that he was satisfied...

with the outcome of this resolution.Sincerely,Ian