Econo Lodge Chehalis-Centralia

From: General Manager WA252  Sent: Saturday, September 16, 2017 3:56 PM Subject: Complaint ID [redacted] Hello, This is response for complaint ID [redacted]. As of now, guest has received money back for the No-Show charge from our hotel. Please refer to the response below for...

details.Thank you.  Guest Information:[redacted] We deeply apologize for the inconvenience and the dissatisfaction that the guest experienced.   Guest was charged the No-Show charge of $95.51 on August 2, 2017 due to lack of cancelling the reservation before check-in date. Upon making the reservation, guests receive a confirmation email informing guest of hotel contact information, future stay information, cancellation policy along with hotel’s No-Show charge. Email is automatically generated and sent via Choice Hotels Reservation system. When Allison called about the charge, our staff explained the charge to her. Upon guest’s complaint, our front desk manager returned the call and re-explained the incurred charge. As of 9/4/2017, chargeback of $95.51 was processed by guest’s initiation so guest received the money back. When chargeback is processed, hotel forfeits the original amount of $95.51, the commission paid to the franchise, and the credit card processing fee twice, once for the initial charge and once more for the chargeback refund. Regardless of the hotel’s loss, we understand that the guest also lost credibility of our hotel, which the hotel considers very regrettable. To prevent similar events from arising, we will put efforts toward communicating better with our guests.Sincerely, Gloria C[redacted]General Manager