El Capitan Lodge Casino

I was told I would get a discount cause they moved ,e three times for a handicapped room.Payment was $237.44 they promised a discount then said they can't do it because it was done on line.Desired SettlementDiscountBusiness Response When the guest arrived on 3-8-16 we had a reservation for her that was made on line for 2 double Queen beds non Smoking. There was nothing that came through requesting a Handicap room to our system. Unfortunately all of our handi cap rooms were booked for their first night stay. As an apology we placed her in an upgraded room with a larger bathroom to accompdate her wheel chair and removed the bathroom door to allow easier access with her wheel chair. We also reduced her rate from 81.76 to 59.36. On the next day my staff moved her to a handicapped room and reduced the next three days be the same amount. This was a reduction of 22.40 per day for four days as an apology on our end behalf. Normally handi-cap requests come through our reservation system with no issues and we make all efforts to grant any such request. As soon as we were made aware of a booking issue we did not concern ourself with the issue of was it booked correctly, instead we made the above accomodation to make the guests stay as enjoyable as possible when our handicapped rooms were at the time of her check in we were sold out.

My partner and I stayed at the El Capitan Motel on 11/24/2015. The following morning around 10:40am, we returned the room key to the drop box by the office. A few days later, I discovered I had been charged for an additional night. I called the motel to dispute the transaction. We were told that we were charged on the grounds of two reasons. 1) The key was found not on 11/25 when we actually returned it, but on 11/26. 2) Housekeeping claims to have found items in our room. For both of those reasons, I have counter evidence: 1) We did in fact return the key on the morning of 11/25. I have irrefutable evidence on my bank account in the form of transactions hundreds of miles away on and after 11/25, as well as eye witness accounts, showing that there's no way we could have been present to stay the night or return the key on the following morning of 11/26. The only way I can think that this is possible is if the motel accidentally or purposefully "misplaced" the key for a full 24 hours. It is NOT my fault the motel lost the key; I should NOT be charged for this. 2) As far as we know, we didn't leave any items. All of our items are present and accounted for. The motel has been unable to produce evidence of or state what items were seen after the time we left, which is when they claim they say them. We even had a housekeeper come to our door at 10:30am on 11/25, we said "We're leaving in a little bit." Whether or not the staff came back AFTER and saw items AFTER we left is neither within my knowledge, nor has the motel been able to confirm what they saw and when they saw it.
Product_Or_Service: ONE Night Stay in Motel RoomDesired SettlementDesiredSettlementID: Refund
I want the amount for the second room we didn't say refunded. I have already attempted to have my bank reverse the charge, but the policy relating to lodging means the bank can't interfere in this. I respect the bank's policy in the regard. I also do respect the motel's policy that if we don't return the key by 11am, we would be charged an additional night, but we followed their policy and it's NOT MY FAULT THE KEY WAS LOST FOR A WHOLE DAY. Please refund my $59.69.Final Consumer Response I received a call from the General Manager at around 9:59 AM on 1/7/2016 stating he would issue a refund later in the day and I would receive it within 3 days. I will come back to report the refund once it has been received.