Express Inn & Suites

Dear: [redacted] ***, This letter is in regards to the recent complaint from a dissatisfied customerI wanted to make you aware that I am taking this matter seriously and doing everything possible to rectify the situation I have responded with an apology to the guest's online review and will include this for you Unfortunately, I am unable to give this guest a refund for his room reservation We implement a hr cancellation policy to avoid potential lost room revenue Guests are made aware of this at time of reservation Although I deeply regret not being able to meet his expectations I feel, given the opportunity his stay would have been handled before the night audit automatically charged him a no show charge Please call me with any questions or concerns at [redacted] The following is my apology to this customer's online review: On behalf of our entire team, I would like to apologize for not exceeding your expectations Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future One goal is to exceed our valued guest's expectations and go above and beyond our online reviews, so we deeply regret your unsatisfactory experience We feel that give the opportunity your guest room would have exceeded your expectations and we definitely would have taken necessary steps to make sure your stay was a pleasant one for you and your familyOur front desk team strives to attend to all our guests needs so we apologize if you were not promptly checked in Unfortunately, we do have a cancellation policy to avoid lost room revenue and regret that we were not able to meet your expectations before you found alternate lodging I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience Sincerely, [redacted]

***DOCUMENT ATTACHED***March 16,2017** ***To:Revdex.com and *** ***The guest (*** *** )had booked a room for *** for one night stay on 03/01/through booking.com (third party reservation),confirmation number***As the guest stated in the letter she did call the hotel the day
of, which is on 03/04/wanting to see if we had a smaller room available Bsed on the availablilty an due to being sold out due to Elton John's concert at Matthew Night Arena we had told the guest we didn't have a smaller room but we do have a room held for her based on the reservation she had booked which is a three bedroom suite Based on that we had held her room expecting her to eheek in at any time that day She was marked as a NO SHOW for not checking in on 03/04/for a room that she had reserved The guest wasmarked as a NO SHOW the next day which is on 03/05/17.The reservation was never cancelled and based on the cancellation policy she was charged for one night Also in the letter the guest stated she was aware of not being able to cancel the reservationEach hotel has their own hotel policy and our hotel policy is hours prior to date of arrivalThis gives us enough time to re-sell the room A guest is responsible for cancelling or modifying a reservation.I don't feel and believe it's fair in this situation because the guest never cancelled which a room was held based on her reservation she made thru booking.oom Only the guest would be able to cancel the reservation because from the hotel stand point the system won't let the hotel cancel any guest reservation Booking.com has also reached out to the guest after 03/05/to notify her why she was chargedAs a courtesy I did refund her the full amount but I feel the hotel loss on a room which could have been Sold but was held based on the reservation guest made on 03/01/17.Attached you will see the full refund back on her card which was done on 03/16/17.I would also appreciate if someone from Revdex.com can contact booking.oom because they can also validate why the guest was charged and each time the guest or the hotel calls booking.com does make notes of all the oonversation You can reach booking.com at ** ***.Just the way the hotel has obligation of holding a room for the guest when a guest books a room, a guest also have obligation of maintaining the reservation, cancellation or modifying reservation If you have any questions,you can reach me at ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Complaint: [redacted]
I am rejecting this response because: It fails to do anything about my complaint.  I'm not looking for an apology, I want my money for the room refunded.  I did not stay in that place and would not stay in that place.
Regards,
[redacted]

Dear: [redacted], 
This letter is in regards to the recent complaint from a dissatisfied customer. I wanted to make you aware that I am taking this matter seriously and doing everything possible to rectify the situation.  I have responded with an apology to the guest's online...

review and will include this for you.  Unfortunately, I am unable to give this guest a refund for his room reservation.  We implement a 24 hr cancellation policy to avoid potential lost room revenue.  Guests are made aware of this at time of reservation.  Although I deeply regret not being able to meet his expectations I feel, given the opportunity his stay would have been handled before the night audit automatically charged him a no show charge.  Please call me with any questions or concerns at [redacted].
The following is my apology to this customer's online review: 
On behalf of our entire team, I would like to apologize for not exceeding your expectations.  Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.  One goal is to exceed our valued guest's expectations and go above and beyond our online reviews, so we deeply regret your unsatisfactory experience.  We feel that give the opportunity your guest room would have exceeded your expectations and we definitely would have taken necessary steps to make sure your stay was a pleasant one for you and your family. Our front desk team strives to attend to all our guests needs so we apologize if you were not promptly checked in.  Unfortunately, we do have a cancellation policy to avoid lost room revenue and regret that we were not able to meet your expectations before you found alternate lodging.  I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Sincerely, 
[redacted]