Good
Afternoon,
"Garamond",serif;">
I
am responding to the concern brought forward by Mr*** *** of *** *** ** (Complaint #***) His statement claimed that the
reservation for a Governor’s Suite at The American Club was confirmed for him
at a nightly rate of $
On
March 18, 2015, Mr*** booked a room on The American Club websiteAt the time
of Mr***’s booking, there was an error in rates that was caused by an
interface issue between our property management system and a third party
system. This error resulted in a room with a current rate of $654/night
being offered for $15/night
As
part of the booking process, Mr*** agreed to certain terms and conditions and
received a reservation summary upon completion of the booking process (not a
confirmation). The terms and conditions are listed on page of the
reservations summary, which Mr*** included with his complaintOne of the first terms and conditions listed is that rates
are subject to change
On
March 24, 2015, an email was sent to Mr*** to explain the issue resulting
from the technical error and, as a gesture of goodwill, offer him a discount on
the current rate of the Governor’s Suite
Since
we did not hear from Mr***, we sent a follemail to him on April 17,
2015. It was at this time he responded via email and wanted us to
honor the rate, which we unfortunately cannot honor
After
receiving Mr***’s email, we reached out to him by phone on April 20, and
explained both our situation as well as alternative options and offers
(including different categories of rooms at a discounted rate
Although,
the terms of booking state that the rate is subject to change and Mr*** did
accept the terms when he booked, we do want to achieve a solution that is of
mutual satisfactionUnfortunately, Mr*** has not yet accepted any of the
alternative options offered to him
Unfortunately because of privacy issues I have to give this place one 'star'Our stay at The American Club started out amazing! Beautiful room, wonderful service in The Wisconsin Room, Kathy was simply delightful to have as our server!! The Kohler Water Spa is amazing! Quiet, clean and relaxing! Our issues arose when staff learned that two men were sharing the bed in our roomWhen we returned from breakfast that morning we found that our safe in our room had been opened by staff to 'see' what we were storing insideAlong with finding this we were also left a note telling us that illegal substances had been found in our room and that an extra $would be tacked onto our final room bill for 'extra cleaning needs'Also, staff would not be able to enter our room to clean or refresh linens etcThis absolutely floored me! I couldn't, and still can't believe such a beautiful resort would pull such a bt moveIf the FOUR services we had booked for that day were able to be canceled we would have! Especially since that in itself equals out to be about $not including the friendly extra charge of $for 'extra cleaning'! We've stayed at places all over the world and have never experienced such doggy behavior! Be aware!
I wanted to send you an update regarding this situation
- called the guest on 4/24 and spoke with him. I offered him alternatives and he wanted to discuss with his wife. He asked me to call on 4/25 at 11am. Followed up with email stating the offer and link to our different categories of room
- called guest on 4/24 at 11am but went to voicemail. I asked him to call me back.
- received email from guest 4/27 asking for a callback
- called the guest on 4/28 but went to voicemail. I asked him to call me back.
I am hoping the guest calls me back or lets us know what alternative he wants to accept as we can't hold the rooms indefinitely. In all our correspondence with the guest, we have told him that we will hold rooms until 4/30. I am hoping he calls me back.
Thank you
[redacted]
Good
Afternoon,
"Garamond",serif;">
I
am responding to the concern brought forward by Mr*** *** of *** *** ** (Complaint #***) His statement claimed that the
reservation for a Governor’s Suite at The American Club was confirmed for him
at a nightly rate of $
On
March 18, 2015, Mr*** booked a room on The American Club websiteAt the time
of Mr***’s booking, there was an error in rates that was caused by an
interface issue between our property management system and a third party
system. This error resulted in a room with a current rate of $654/night
being offered for $15/night
As
part of the booking process, Mr*** agreed to certain terms and conditions and
received a reservation summary upon completion of the booking process (not a
confirmation). The terms and conditions are listed on page of the
reservations summary, which Mr*** included with his complaintOne of the first terms and conditions listed is that rates
are subject to change
On
March 24, 2015, an email was sent to Mr*** to explain the issue resulting
from the technical error and, as a gesture of goodwill, offer him a discount on
the current rate of the Governor’s Suite
Since
we did not hear from Mr***, we sent a follemail to him on April 17,
2015. It was at this time he responded via email and wanted us to
honor the rate, which we unfortunately cannot honor
After
receiving Mr***’s email, we reached out to him by phone on April 20, and
explained both our situation as well as alternative options and offers
(including different categories of rooms at a discounted rate
Although,
the terms of booking state that the rate is subject to change and Mr*** did
accept the terms when he booked, we do want to achieve a solution that is of
mutual satisfactionUnfortunately, Mr*** has not yet accepted any of the
alternative options offered to him
Unfortunately because of privacy issues I have to give this place one 'star'Our stay at The American Club started out amazing! Beautiful room, wonderful service in The Wisconsin Room, Kathy was simply delightful to have as our server!! The Kohler Water Spa is amazing! Quiet, clean and relaxing! Our issues arose when staff learned that two men were sharing the bed in our roomWhen we returned from breakfast that morning we found that our safe in our room had been opened by staff to 'see' what we were storing insideAlong with finding this we were also left a note telling us that illegal substances had been found in our room and that an extra $would be tacked onto our final room bill for 'extra cleaning needs'Also, staff would not be able to enter our room to clean or refresh linens etcThis absolutely floored me! I couldn't, and still can't believe such a beautiful resort would pull such a b
t moveIf the FOUR services we had booked for that day were able to be canceled we would have! Especially since that in itself equals out to be about $not including the friendly extra charge of $for 'extra cleaning'! We've stayed at places all over the world and have never experienced such doggy behavior! Be aware!
I wanted to send you an update regarding this situation
- called the guest on 4/24 and spoke with him. I offered him alternatives and he wanted to discuss with his wife. He asked me to call on 4/25 at 11am. Followed up with email stating the offer and link to our different categories of room
- called guest on 4/24 at 11am but went to voicemail. I asked him to call me back.
- received email from guest 4/27 asking for a callback
- called the guest on 4/28 but went to voicemail. I asked him to call me back.
I am hoping the guest calls me back or lets us know what alternative he wants to accept as we can't hold the rooms indefinitely. In all our correspondence with the guest, we have told him that we will hold rooms until 4/30. I am hoping he calls me back.
Thank you
[redacted]