Fairmont Newport Beach

Good day, We first would like to say that we strive to exceed our guest expetations at the Fairmont Hotel Newport Beach and find it very concerning that we obviously have a missed opportunity with Ms [redacted] .? I have personally researched Ms [redacted] s concerns and have concluded that one of our associates did in fact try and contact Ms [redacted] on 11/04/a couple of? times at the phone number [redacted] .? As far as the $hold on her debit card we actually charge the guest the $(our incedintal hold amount) to all debit cards upon check in and refund any credit balance upon check out.? We are one of the only hotel companies that take the time to do this for our customers to prevent a debit card hold possibley staying on their account as pending for up to business days.? The terms of the hold are controlled by the banks individually so all institutions have a different hold times between ***, [redacted] , and others.? The hotel (Fairmont Newport Beach) uses a computerized sales system that realeases any holds the day of guest departure.? By charging the debit cards at check in and refunding at check out? the amount due to the consumer shows into their account within two business days and it does not differentiate between different banking institutions resulting in a better management tool when dealing with debit cards Ms [redacted] ? during her stay incurred the incidental charges of overnight valet parking $60.00? having? two vehicles ticket numbers [redacted] , In Room Dinning $92.25, and an Evian water at $7.00.? This would be the additional $that would have been charged upon her departure October 25, as Ms [redacted] s incidental charges for her over night stay totaled $ No refund is due to this client at this time as she has only been charged reasonibly and proficently with what she consumed while on property.? As with the concern to her receipt of a? guest folio our front office staff is available at the hotel hours to provide customer assistance to any and all guests, we also offer TV checkout which will email the guest once the guest has accessed that system ? Folios(guest receipts) are only emailed or mailed upon the guest request; as we? at the Fairmont Newport Beach are? very sensitive? in regards to? the security issues that surrond personal information of our? clients and their guest(s)? as we respect their decision? to honor us with their trust and personal information I am available Monday through Friday and my direct line is [redacted] if there should be any more questions or concerns.? I want to again instill that we pride ourselves with our guest service and value all those who enter through our doors.? We truley feel that our clients are our guest and again stive to exceed their expectations.? Kind Regards, [redacted] -***, CHS Credit Supervisor

Good day, We first would like to say that we strive to exceed our guest expetations at the Fairmont Hotel Newport Beach and find it very concerning that we obviously have a missed opportunity with Ms [redacted] I have personally researched Ms [redacted] s concerns and have concluded that one of our associates did in fact try and contact Ms [redacted] on 11/04/a couple of times at the phone number [redacted] As far as the $hold on her debit card we actually charge the guest the $(our incedintal hold amount) to all debit cards upon check in and refund any credit balance upon check out We are one of the only hotel companies that take the time to do this for our customers to prevent a debit card hold possibley staying on their account as pending for up to business days The terms of the hold are controlled by the banks individually so all institutions have a different hold times between ***, [redacted] , and others The hotel (Fairmont Newport Beach) uses a computerized sales system that realeases any holds the day of guest departure By charging the debit cards at check in and refunding at check out the amount due to the consumer shows into their account within two business days and it does not differentiate between different banking institutions resulting in a better management tool when dealing with debit cards Ms [redacted] during her stay incurred the incidental charges of overnight valet parking $having two vehicles ticket numbers [redacted] , In Room Dinning $92.25, and an Evian water at $ This would be the additional $that would have been charged upon her departure October 25, as Ms [redacted] s incidental charges for her over night stay totaled $ No refund is due to this client at this time as she has only been charged reasonibly and proficently with what she consumed while on property As with the concern to her receipt of a guest folio our front office staff is available at the hotel hours to provide customer assistance to any and all guests, we also offer TV checkout which will email the guest once the guest has accessed that system Folios(guest receipts) are only emailed or mailed upon the guest request; as we at the Fairmont Newport Beach are very sensitive in regards to the security issues that surrond personal information of our clients and their guest(s) as we respect their decision to honor us with their trust and personal information I am available Monday through Friday and my direct line is [redacted] if there should be any more questions or concerns I want to again instill that we pride ourselves with our guest service and value all those who enter through our doors We truley feel that our clients are our guest and again stive to exceed their expectations Kind Regards, [redacted] -***, CHS Credit Supervisor

Good day,
We first would like to say that we strive to exceed our guest expetations at the Fairmont Hotel Newport Beach and find it very concerning that we obviously have a missed opportunity with Ms***.
I have personally researched Ms***s concerns and have concluded that one of
our associates did in fact try and contact Ms*** on 11/04/a couple of times at the phone number ***.
As far as the $hold on her debit card we actually charge the guest the $(our incedintal hold amount) to all debit cards upon check in and refund any credit balance upon check out. We are one of the only hotel companies that take the time to do this for our customers to prevent a debit card hold possibley staying on their account as pending for up to business days. The terms of the hold are controlled by the banks individually so all institutions have a different hold times between ***, *** *** *** ** ***, and others. The hotel (Fairmont Newport Beach) uses a computerized sales system that realeases any holds the day of guest departure. By charging the debit cards at check in and refunding at check out the amount due to the consumer shows into their account within two business days and it does not differentiate between different banking institutions resulting in a better management tool when dealing with debit cards
Ms*** during her stay incurred the incidental charges of overnight valet parking $60.00 having two vehicles ticket numbers ***, In Room Dinning $92.25, and an Evian water at $7.00. This would be the additional $that would have been charged upon her departure October 25, as Ms***s incidental charges for her over night stay totaled $
No refund is due to this client at this time as she has only been charged reasonibly and proficently with what she consumed while on property. As with the concern to her receipt of a guest folio our front office staff is available at the hotel hours to provide customer assistance to any and all guests, we also offer TV checkout which will email the guest once the guest has accessed that system
Folios(guest receipts) are only emailed or mailed upon the guest request; as we at the Fairmont Newport Beach are very sensitive in regards to the security issues that surrond personal information of our clients and their guest(s) as we respect their decision to honor us with their trust and personal information
I am available Monday through Friday and my direct line is *** if there should be any more questions or concerns. I want to again instill that we pride ourselves with our guest service and value all those who enter through our doors. We truley feel that our clients are our guest and again stive to exceed their expectations.
Kind Regards,
*** ***-***, CHS
Credit Supervisor

Good day,
We first would like to say that we strive to exceed our guest expetations at the Fairmont Hotel Newport Beach and find it very concerning that we obviously have a missed opportunity with Ms. [redacted]. 
I have personally researched Ms. [redacted]s concerns and have concluded that one of...

our associates did in fact try and contact Ms. [redacted] on 11/04/2015 a couple of times at the phone number [redacted]. 
As far as the $100.00 hold on her debit card we actually charge the guest the $100.00 (our incedintal hold amount) to all debit cards upon check in and refund any credit balance upon check out.  We are one of the only hotel companies that take the time to do this for our customers to prevent a debit card hold possibley staying on their account as pending for up to 15 business days.  The terms of the hold are controlled by the banks individually so all institutions have a different hold times between [redacted], and others.  The hotel (Fairmont Newport Beach) uses a computerized sales system that realeases any holds the day of guest departure.  By charging the debit cards at check in and refunding at check out the amount due to the consumer shows into their account within two business days and it does not differentiate between different banking institutions resulting in a better management tool when dealing with debit cards.
Ms. [redacted] during her stay incurred the incidental charges of overnight valet parking $60.00 having two vehicles ticket numbers [redacted], In Room Dinning $92.25, and an Evian water at $7.00.  This would be the additional $59.25 that would have been charged upon her departure October 25, 2015 as Ms. [redacted]s incidental charges for her over night stay totaled $159.25.
No refund is due to this client at this time as she has only been charged reasonibly and proficently with what she consumed while on property.  As with the concern to her receipt of a guest folio our front office staff is available at the hotel 24 hours to provide customer assistance to any and all guests, we also offer TV checkout which will email the guest once the guest has accessed that system
.  Folios(guest receipts) are only emailed or mailed upon the guest request; as we at the Fairmont Newport Beach are very sensitive in regards to the security issues that surrond personal information of our clients and their guest(s) as we respect their decision to honor us with their trust and personal information.
I am available Monday through Friday and my direct line is [redacted] if there should be any more questions or concerns.  I want to again instill that we pride ourselves with our guest service and value all those who enter through our doors.  We truley feel that our clients are our guest and again stive to exceed their expectations. 
Kind Regards,
[redacted], CHS
Credit Supervisor

Review: the hotel put someone else bill on my card, without me knowing,I have $384 taken out of my bank.....and more then 5 people double charged on there card for there stay.Desired Settlement: I want ALL my money back, the hotel for 2 nights, food I order by the pool and the drinks I order by pool

Business

Response:

Dear Mrs [redacted].

Thank you for your patience as I was researching what our accounting department had already been doing in regards to your request.

On behalf of the hotel I would like to apologize for the delay in understanding and fixing the issue at hand. At this point, after the adjustment made with the information you provided to our credit manager, the charges on your card for your stay from 5-16th to 5-18th total $284.92. Depending on your banking institution it might take several days for them to reflect changes made.

As you have probably been explained the reason for this issue on our end is the multiple family rooms checking in, and credit or debit card offer for the stay. We have reviewed our standards with the team to ensure proper etiquette is followed at all times.

I hope that this clarifies the situation if it was not already done with our credit manager.

Sincerely,

[redacted] | Director of Operations | Fairmont Newport Beach |

Review: stayed at hotel on 01/28/2014 - great hotel - very niceHOWEVERhad to catch a 5am flight and got a receipt under my door for $ 44.99 more then I agreed to pay when I checked in / I got billed $ 16.99 for TV services (I never even turned on the TV!) and $ 28.00 for overnight valet when I took a cab to and from the hotelDesired Settlement: I would like a credit issued for $ 44.99 on my CC

Business

Response:

Good morning,

The issue raised on Friday to us has been resolved. Our investigation did show a ticket for that room with a vehicle as we informed the guest (see attached email). As a courtesy we did credit the room folio of Mr [redacted].

Thank you for informing us of this case.

Review: I stayed at the Fairmont Newport Beach on October 24, 2015. I used my debit card for the hold when checking in. I was assured by the receptionist that a hundred dollar hold would be placed but would be retracted after 3-4 days. It has been a week and the hold is still on my account in addition to the room service charges (which I do believe to be accurate, but I am not sure because I have not received the receipt I have requested multiple times). So the hotel has charged me 160 dollars in charges that are not pending, have already gone through in addition to my payment for the actual hotel room. Now my rent is due and I do not have the funds to pay it because of these holds. I have contacted the hotel twice for a receipt and to ask for them to release the hold. I contacted them first by e-mail on October 29, 2015. I received no response. I then called the billing department on October 30, 2015 to request a receipt and to release the hold or refund me the already charged 100.00 dollars. I received no response and I left my contact information. This is really frustrating as it affects my life and I was assured the hold would disappear after 3-4 days.Desired Settlement: I would like the 100.00 refunded as I received no good or service for this. It seems very strange, and I'm not even sure what I was charged for as I have not received a receipt.

Business

Response:

Good day,

We first would like to say that we strive to exceed our guest expetations at the Fairmont Hotel Newport Beach and find it very concerning that we obviously have a missed opportunity with Ms. [redacted].

I have personally researched Ms. [redacted]s concerns and have concluded that one of our associates did in fact try and contact Ms. [redacted] on 11/04/2015 a couple of times at the phone number [redacted].

As far as the $100.00 hold on her debit card we actually charge the guest the $100.00 (our incedintal hold amount) to all debit cards upon check in and refund any credit balance upon check out. We are one of the only hotel companies that take the time to do this for our customers to prevent a debit card hold possibley staying on their account as pending for up to 15 business days. The terms of the hold are controlled by the banks individually so all institutions have a different hold times between [redacted], and others. The hotel (Fairmont Newport Beach) uses a computerized sales system that realeases any holds the day of guest departure. By charging the debit cards at check in and refunding at check out the amount due to the consumer shows into their account within two business days and it does not differentiate between different banking institutions resulting in a better management tool when dealing with debit cards.

Ms. [redacted] during her stay incurred the incidental charges of overnight valet parking $60.00 having two vehicles ticket numbers [redacted], In Room Dinning $92.25, and an Evian water at $7.00. This would be the additional $59.25 that would have been charged upon her departure October 25, 2015 as Ms. [redacted]s incidental charges for her over night stay totaled $159.25.

No refund is due to this client at this time as she has only been charged reasonibly and proficently with what she consumed while on property. As with the concern to her receipt of a guest folio our front office staff is available at the hotel 24 hours to provide customer assistance to any and all guests, we also offer TV checkout which will email the guest once the guest has accessed that system

. Folios(guest receipts) are only emailed or mailed upon the guest request; as we at the Fairmont Newport Beach are very sensitive in regards to the security issues that surrond personal information of our clients and their guest(s) as we respect their decision to honor us with their trust and personal information.

I am available Monday through Friday and my direct line is [redacted] if there should be any more questions or concerns. I want to again instill that we pride ourselves with our guest service and value all those who enter through our doors. We truley feel that our clients are our guest and again stive to exceed their expectations.

Kind Regards,

[redacted], CHS

Credit Supervisor