Electronic Design

I wanted to take the time to give the actual facts of the case which are rather different from the statement that you received from Ms***She reserved two rooms under the group block, stating at the time of her call that another adult from the team would be calling to take the
other roomShe did not communicate this with the other adult as he called minutes later on the same day (7/3/17) and made his own reservationConsequently, we had two rooms under her name at this point and one under hisShe called again on 7/10/to put one of her rooms under his nameDuring this call she spoke with the Front Desk Manager, who was also the person that booked the rooms to begin withIf she had told us at the time that she wanted to cancel one of her rooms we'd have done soSince he reserved his own room there was no need for him to take one of hers because he already had his own reservationThere was clearly a lack of communication between her and the other adult in the groupIf she had only reserved one room as she states and he made his own reservation then she should have canceled hers completely and he just keep his own The other adult showed up to the hotel the evening of 7/around 6:30pm to check inHe told the front desk that Ms*** was not coming and he was going to take her roomWe informed him of a couple things 1)that it was past the 4pm cancellation time and thus too late to cancel her room and 2)that there were two rooms under his name alreadyOne was the one that he'd reserved and the other was the second one that Ms*** reserved and then changed into his nameAgain, clearly there was a lack of communication between him and her over the reservationsAs a goodwill gesture we canceled his second room even though it was after the cancellation deadline but as I stated we did advise him that we could not cancel her room as it was after the cancellation deadlineHer room which was for five nights was checked in that night as a no-show since it was after the cancellation deadline and it was charged for one nightI did speak with the other guest, Mr***, the following morning about the situation and he asked me to credit her back as a goodwill gestureHe was confused by the situation and not really understanding how he ended up with two roomsI explained to him that she reserved a room for him and also one for herself and that he had also called and reserved a room for himself as wellHe tried to dispute this with me and showed me a text message from the coach of the team that told him to cancel his second roomI asked him why someone would be asking him to cancel his second room if he only had one to begin withNone of his responses really explained this very wellI did tell him that I would discuss it with my Front Desk Manager and we would get back to him with a resolutionShortly thereafter, I told him that we would go ahead and issue a goodwill refund to Ms*** even though all the evidence indicated that they had made multiple reservation and that it was their lack of communication that resulted in them having too many roomsAt this point, we'd agreed to cancel two rooms after the cancellation deadline because of errors on their part and no fault of our ownI think that this is an extremely fair and generous gesture on the part of the hotel and not one that we had to do at allI did inform Mr*** that we had refunded Ms***'s card for the one night charge and that the credit should show up on her account within a few days Ms*** called the hotel and spoke with meShe was quite hostileI listened to everything she had to say about the charge including her saying that she had overdraft charges on her accountWhen I tried to explain that the initial amount that was put on her card was an authorization for all five nights she continually wanted to interrupt and argue with meShe was not willing to listen to my explanation at all without arguing and interruptingI finally told her that I was trying to explain to her what happened and that if she wasn't going to listen there was no point in continuing the callAt that point, she finally let me speak and I told her that what was actually charged was $but that we had refunded that and the remainder would drop off once her bank processed the refund. I also told her to speak with her bank and explain the situation and that I'd be more than happy to speak to the bank on her behalf if needed to ask them to waive any overdraft feesI asked her to have them call me with any questionsI have not heard from anyone at the bank at this pointMs*** did call back again but only seems interested in yelling at and trying to argue with anyone who answers the phoneWe would prefer to resolve the issue and have attempted to do so calmly and professionally but we do not require any of our staff to be abused over the phone and she will not calm down enough for anyone to speak with her and help her As proof of the refund to her, I've attached a copy of her folio showing the refund that was processed on 7/13/It also shows that was all that was billed to herI have also checked our credit card processing system to ensure that her card was not charged again. I have attached the printout of the search for all charges/refunds to her cardMike J*** General Manager Clarion Inn and Suites Northwest Corporate Drive Indianapolis, IN 317-298-

To whom it may concern: *** *** reserved a room through Advanced Event Systems which is a group booking system used by Total Event Services who was doing the housing for the eventShe stated that she reserved the room back in AprilShe was coming to Indy for the USJN Indy
basketball tournament and had an arrival date of July 7th, She stated that she received a confirmation email from Advanced Event Systems and called Total Event Services to cancel her reservationShe stated she was told by Total Event Services that the reservation was canceled only to get another confirmation email at some point after that. She told me that this happened several timesI asked her if she had a cancellation number from Total Event Services to prove that the reservation was canceledShe did not have oneI asked her if she had gotten an email cancellation notice from them or requested one since she had gotten several confirmation emails but she didn't have that either The confirmation emails show that the cancellation policy is hours before arrivalMartha states in her complaint that she called our hotel several times but when I spoke to her she indicated that she wasn't sure if she called here or to Total Event ServicesShe thought that she may have called here at some point but as it states in her confirmation from Advanced Event Systems and as I told her the hotel doesn't get the room list until close to the eventWe would have referred her back to Total Event Services if she called here about her reservation before we got the rooming listThe only documentation for calls that she had was a phone record showing a call to Total Event Services on her day of arrival which was then past the hour cancellation policyWithout a cancellation number or cancellation email from any of the agencies that she dealt with it is impossible to confirm that she canceled anything -- Mike J*** General Manager Clarion Inn and Suites Northwest Corporate Drive Indianapolis, IN (317) 298-