November 18, 2015Dear [redacted] :This letter is in response to the complaint filed about our hotel [redacted] had called the Wyndham Corporate number not our Hotel directly to book the reservation for her parentsThe agent on the line had accidentally booked her under the Employee RateUnder Wyndham Corporate Franchise policy, this special rate is only honored when the Guest staying at the hotel is an actual employee of the Wyndham Hotel GroupAfter talking with the guests and the Corporate Office, our Hotel was willing to honor the rate for the reservation since it was already booked and out of courtesy for what the guests were dealing with at that timeAt check in, I told [redacted] that we could only honor the rate for the nights that were originally booked and could not honor it after that due to it being an error not caused by our Hotel and it should not have happened in the first placeI, also told [redacted] that she is welcome to stay at the Hotel after the days however it would have to be at the standard hotel room.If you would have any other questions about this complaint I can be reached by e-mail at [redacted] @ [redacted] .com or by phone at ###-###-####.Sincerely,Leeann I.Regional Director
December 7, 2015Dear [redacted] :I am sorry to hear that ID [redacted] rejected our response to her initial complaint that she would like us to honor the mistaken rate the #1-agent told her she would be able to receive after her reservationI do not believe it is fair for Guest [redacted] to penalize our Hotel for a mistake that was not made by usThe Guest made the reservation through the #1-not our Hotel directlyThe booking agent accidently gave the Guest the employee rateThis is a special discounted rate solely reserved for employees and it is in violation of our Franchise Agreement to give this rate to a non employeeI spoke with the Franchise Corporate Office and they allowed us to make this one exception, we were permitted to honor the rate for the week reservation because it was their mistakeThe #1- explained to the Guest directly that it was their mistake; she should not have been given that rate and they would not be able to make another reservation that rateAs a special courtesy, our Hotel offered Guest [redacted] to continue to stay at our Hotel, after the initial Reservation, at a rate lower than our Standard Room RateHowever the Guest [redacted] refused and has checked out of our Hotel since November Unfortunately, there is nothing further we can do for the Guest.Sincerely,Heather H.General Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This response did not solve anything.
Regards,
*** ***
December 7, 2015Dear [redacted]:I am sorry to hear that ID [redacted] rejected our response to her initial complaint that she would like us to honor the mistaken rate the #1-800 agent told her she would be able to receive after her reservation. I do not believe it is fair for Guest [redacted] to penalize our Hotel for a mistake that was not made by us. The Guest made the reservation through the #1-800 not our Hotel directly. The booking agent accidently gave the Guest the employee rate. This is a special discounted rate solely reserved for employees and it is in violation of our Franchise Agreement to give this rate to a non employee. I spoke with the Franchise Corporate Office and they allowed us to make this one exception, we were permitted to honor the rate for the week reservation because it was their mistake. The #1- 800 explained to the Guest directly that it was their mistake; she should not have been given that rate and they would not be able to make another reservation that rate. As a special courtesy, our Hotel offered Guest [redacted] to continue to stay at our Hotel, after the initial Reservation, at a rate lower than our Standard Room Rate. However the Guest [redacted] refused and has checked out of our Hotel since November 17. Unfortunately, there is nothing further we can do for the Guest.Sincerely,Heather H.General Manager
November 18, 2015Dear [redacted]:This letter is in response to the complaint filed about our hotel. [redacted] had called the Wyndham Corporate number not our Hotel directly to book the reservation for her parents. The agent on the line had accidentally booked her under the Employee Rate. Under...
Wyndham Corporate Franchise policy, this special rate is only honored when the Guest staying at the hotel is an actual employee of the Wyndham Hotel Group. After talking with the guests and the Corporate Office, our Hotel was willing to honor the rate for the reservation since it was already booked and out of courtesy for what the guests were dealing with at that time. At check in, I told [redacted] that we could only honor the rate for the 7 nights that were originally booked and could not honor it after that due to it being an error not caused by our Hotel and it should not have happened in the first place. I, also told [redacted] that she is welcome to stay at the Hotel after the 7 days however it would have to be at the standard hotel room.If you would have any other questions about this complaint I can be reached by e-mail at [redacted].com or by phone at ###-###-####.Sincerely,Leeann I.Regional Director
November 18, 2015Dear [redacted] :This letter is in response to the complaint filed about our hotel [redacted] had called the Wyndham Corporate number not our Hotel directly to book the reservation for her parentsThe agent on the line had accidentally booked her under the Employee RateUnder Wyndham Corporate Franchise policy, this special rate is only honored when the Guest staying at the hotel is an actual employee of the Wyndham Hotel GroupAfter talking with the guests and the Corporate Office, our Hotel was willing to honor the rate for the reservation since it was already booked and out of courtesy for what the guests were dealing with at that timeAt check in, I told [redacted] that we could only honor the rate for the nights that were originally booked and could not honor it after that due to it being an error not caused by our Hotel and it should not have happened in the first placeI, also told [redacted] that she is welcome to stay at the Hotel after the days however it would have to be at the standard hotel room.If you would have any other questions about this complaint I can be reached by e-mail at [redacted] @ [redacted] .com or by phone at ###-###-####.Sincerely,Leeann I.Regional Director
December 7, 2015Dear [redacted] :I am sorry to hear that ID [redacted] rejected our response to her initial complaint that she would like us to honor the mistaken rate the #1-agent told her she would be able to receive after her reservationI do not believe it is fair for Guest [redacted] to penalize our Hotel for a mistake that was not made by usThe Guest made the reservation through the #1-not our Hotel directlyThe booking agent accidently gave the Guest the employee rateThis is a special discounted rate solely reserved for employees and it is in violation of our Franchise Agreement to give this rate to a non employeeI spoke with the Franchise Corporate Office and they allowed us to make this one exception, we were permitted to honor the rate for the week reservation because it was their mistakeThe #1- explained to the Guest directly that it was their mistake; she should not have been given that rate and they would not be able to make another reservation that rateAs a special courtesy, our Hotel offered Guest [redacted] to continue to stay at our Hotel, after the initial Reservation, at a rate lower than our Standard Room RateHowever the Guest [redacted] refused and has checked out of our Hotel since November Unfortunately, there is nothing further we can do for the Guest.Sincerely,Heather H.General Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This response did not solve anything.
Regards,
*** ***
December 7, 2015Dear [redacted]:I am sorry to hear that ID [redacted] rejected our response to her initial complaint that she would like us to honor the mistaken rate the #1-800 agent told her she would be able to receive after her reservation. I do not believe it is fair for Guest [redacted] to penalize our Hotel for a mistake that was not made by us. The Guest made the reservation through the #1-800 not our Hotel directly. The booking agent accidently gave the Guest the employee rate. This is a special discounted rate solely reserved for employees and it is in violation of our Franchise Agreement to give this rate to a non employee. I spoke with the Franchise Corporate Office and they allowed us to make this one exception, we were permitted to honor the rate for the week reservation because it was their mistake. The #1- 800 explained to the Guest directly that it was their mistake; she should not have been given that rate and they would not be able to make another reservation that rate. As a special courtesy, our Hotel offered Guest [redacted] to continue to stay at our Hotel, after the initial Reservation, at a rate lower than our Standard Room Rate. However the Guest [redacted] refused and has checked out of our Hotel since November 17. Unfortunately, there is nothing further we can do for the Guest.Sincerely,Heather H.General Manager
November 18, 2015Dear [redacted]:This letter is in response to the complaint filed about our hotel. [redacted] had called the Wyndham Corporate number not our Hotel directly to book the reservation for her parents. The agent on the line had accidentally booked her under the Employee Rate. Under...
Wyndham Corporate Franchise policy, this special rate is only honored when the Guest staying at the hotel is an actual employee of the Wyndham Hotel Group. After talking with the guests and the Corporate Office, our Hotel was willing to honor the rate for the reservation since it was already booked and out of courtesy for what the guests were dealing with at that time. At check in, I told [redacted] that we could only honor the rate for the 7 nights that were originally booked and could not honor it after that due to it being an error not caused by our Hotel and it should not have happened in the first place. I, also told [redacted] that she is welcome to stay at the Hotel after the 7 days however it would have to be at the standard hotel room.If you would have any other questions about this complaint I can be reached by e-mail at [redacted].com or by phone at ###-###-####.Sincerely,Leeann I.Regional Director