We have been in contact with guest via emails this morning and have credited the $in full to her credit card today and we will be sending a copy of the adjustment, via email to the guest.We also offered a complimentary future stay; however the guest turned it down per her response via email
Good afternoon MsBrauer,Unfortunately we don’t have a record of receiving this claim.In the best interest to all we will send Mr& Mrs*** a check for $280.Thank you,*** ***, Administrative Assistant to*** ***, General ManagerThe Historic Menger Hotel*** *** ***, San Antonio,
TX 78205***-***-***
The guest called and spoke to the administrative assistant, not a manager. The guest was refunded the valet parking charge of $that was offered by the administrative assistant and accepted by the guest. He was told that unfortunately, the hotel cannot refund a reservation
booked by a third party. The third party pays the hotel for the guest reservation, not the guest. Therefore the hotel has no access to the third party account to refund a guest. The guest was informed by the assistant that he could contact the third party company and talk to them. No notes are in the system that the guest had an issue with the bed type at check in our check out. Had the desk been informed all efforts would have been made to move the guest to a different room. The guest folio had no charges except the parking to compensate due to the third party billing. Again, we have no access to their account. The guest has sent an email directly to us threatening "reviews online wherever he can place one" if we do not compensate. We appreciate the association with the Revdex.com and will continue to do so. The complaint he has filed with you has information as well. We will not be compensating this complaint. Again, this guest accepted the compensation of the credit for the parking charge
We replied to this email on the Revdex.com website however I am told you did not receive it Our answer was…“We have been in contact with guest via email and her request of credit for November has been honored.” My assistant tried to print out the response but it sent before we could.Please
advise.Thank you.*** *** General ManagerThe Historic Menger Hotel*** *** *** San Antonio, TX 78205***-***-***
We have been in contact with guest via emails this morning and have credited the $528.97 in full to her credit card today and we will be sending a copy of the adjustment, via email to the guest.We also offered a complimentary future stay; however the guest turned it down per her response via email.
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The response was incorrect. I did place a complaint to the front desk on check out. The front desk clerk stated that I should have made the complaint during the night. He also stated that I was given a single bed room due to the Hotel being over booked. I asked the clerk how would you have given me a different room if the all of the rooms were booked and he could not answer. The assistant manager understood that I did complain at the time of check out but later falsely stated that I did not. There was no false information on my part, everything I stated was true and completely accurate.
Regards,
[redacted]
We have been in contact with guest via emails this morning and have credited the $in full to her credit card today and we will be sending a copy of the adjustment, via email to the guest.We also offered a complimentary future stay; however the guest turned it down per her response via email
Just wanted to keep you in the loop incase Mr*** calls you again I asked for confirmation on the address twice.No response.Thank you,***
Good afternoon MsBrauer,Unfortunately we don’t have a record of receiving this claim.In the best interest to all we will send Mr& Mrs*** a check for $280.Thank you,*** ***, Administrative Assistant to*** ***, General ManagerThe Historic Menger Hotel*** *** ***, San Antonio,
TX 78205***-***-***
The guest called and spoke to the administrative assistant, not a manager. The guest was refunded the valet parking charge of $that was offered by the administrative assistant and accepted by the guest. He was told that unfortunately, the hotel cannot refund a reservation
booked by a third party. The third party pays the hotel for the guest reservation, not the guest. Therefore the hotel has no access to the third party account to refund a guest. The guest was informed by the assistant that he could contact the third party company and talk to them. No notes are in the system that the guest had an issue with the bed type at check in our check out. Had the desk been informed all efforts would have been made to move the guest to a different room. The guest folio had no charges except the parking to compensate due to the third party billing. Again, we have no access to their account. The guest has sent an email directly to us threatening "reviews online wherever he can place one" if we do not compensate. We appreciate the association with the Revdex.com and will continue to do so. The complaint he has filed with you has information as well. We will not be compensating this complaint. Again, this guest accepted the compensation of the credit for the parking charge
We replied to this email on the Revdex.com website however I am told you did not receive it Our answer was…“We have been in contact with guest via email and her request of credit for November has been honored.” My assistant tried to print out the response but it sent before we could.Please
advise.Thank you.*** *** General ManagerThe Historic Menger Hotel*** *** *** San Antonio, TX 78205***-***-***
We have been in contact with guest via emails this morning and have credited the $528.97 in full to her credit card today and we will be sending a copy of the adjustment, via email to the guest.We also offered a complimentary future stay; however the guest turned it down per her response via email.
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The response was incorrect. I did place a complaint to the front desk on check out. The front desk clerk stated that I should have made the complaint during the night. He also stated that I was given a single bed room due to the Hotel being over booked. I asked the clerk how would you have given me a different room if the all of the rooms were booked and he could not answer. The assistant manager understood that I did complain at the time of check out but later falsely stated that I did not. There was no false information on my part, everything I stated was true and completely accurate.
Regards,
[redacted]