Deluxe Carpet Service

Dear Ms***:I am writing you regarding Mr*** *** complaint (ID ***) made with your office.In response to his complaint, I provide the following summary of our interactions with Mr***:Mr*** stayed overnight at the East Lansing Marriott on March 11, Prior
to his departure from the hotel on March 12, 2017, he made no contact with hotel staff to communicate any complaintHe occupied his room for one night and his credit card was charged $for one night room and taxes as he reserved (attachment 1)On March 13, 2017, we received a fax from Mr*** communicating various complaints regarding his experience and demanding a full refund (attachment 2)Upon receipt, we immediately interviewed our associate on duty and investigated his complaintsIn short, we were unable to validate many of Mr*** complaints and/or determined inconsistencies with our associate's statement and hisOn March 16, 2017, I e-mailed Mr*** requesting an opportunity to speak to him regarding his concernsOn March 16, 2017, Mr*** responded via e-mail that he was not available to speak to me directly because he was travelling abroad and reiterated his expectation of a full refund of his stayOn March 17, 2017, I responded via e-mail to Mr*** declining his request for a full refund due to our inability to validate his complaintsHowever, as a gesture of good will, offered a refund of $On March 18, 2017, Mr*** responded via e-mail to refuse our offerOn March 20, 2017, I responded via e-mail to Mr*** to reiterate our determination and extend our original offer of a refund of $as a good will gesture (attachment 3)This was our last communication with Mr***He has not responded and we have not issued the offered refund.In summary, we believe that we have made appropriate efforts to resolve this matter with Mr*** and that his expectation for a full refund of his stay is not warrantedUltimately, our investigation of Mr*** complaints determined that his complaints were either inconsistent with our findings or could not be validated due to the delay in his report to usTherefore, we believe that our offer to refund $(which he has refused) was more than commensurate with his complaints and demonstrated our intention to resolve this matter expeditiously.Please contact me if more information regarding this matter is required.Sincerely,Eric ***General ManagerCC: Columbia Sussex Corporation (via e-mail)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 First of all there was no delay in reporting this I'm sorry that I didn't feel the need to search out the general manager of the hotel while I was there I have never experienced anything like this  and the fact that in 2017 there's not an email address or a [redacted] page for a major hotel in the downtown city is not the guest fault your lack of communication options once again is a hotel issue you shouldn't blame the paying customer  you really should be ashamed of the way you were behaving  I am a platinum Marriott rewards member I'm not your average guest into insult me by implying that I am lying  is in very poor taste   Is it really a surprise to you that when you approach your staff they didn't limit to any wrong doing?  I have employees who work under me and although I would hope that they will be honest I can't imagine any of them in meeting to wrongdoing to their boss possibly whisking their job I mean I'm not trying  have anybody fired but clearly your hotel has some issues  it all comes down to my word against your employees word I'm the platinum Marriott rewards member the one that spends thousands of dollars  with the company each and every year even if you didn't believe me the smart business thing to do would've been to give me the benefit of the doubt although I honestly have no idea why you would believe me I realize that the Revdex.com is limited in what they can do they can't force you to do the right thing but believe me I'm not going to be quiet I'm going to continue this and let as many people as I possibly can know exactly what type of hotel you're running
Regards,
[redacted]