Four Points by Sheraton

To whom it is concerned at the Revdex.com,In reference to the letter attached (case ID [redacted] ), I am truly unaware how [redacted] thinks that she booked her reservation through the hotel's websiteI have tried to reproduce her comments and there is no link that takes a guest to a 3rd party link to book a reservation.Below is the screen shot of her reservation, the reservation was made through [redacted] and she would be being charged by [redacted] [redacted] in turns sends the hotel a "ghost card" to charge for the room and tax that they are to be charged.If you look at the screen shot below there was a deposit of $for the reservation for 6/through 7/ [redacted] states that she was charged $Again this charge would be coming from [redacted] What [redacted] changes the guest and [redacted] actually pays at the hotel is less because that is how they make their revenue.I have tried to call [redacted] several times but her telephone either continuously rings or the voicemail will not pick upThe hotel is willing to cancel the reservation, but as stated before, we did not charge [redacted] and she would need to talk to them directly to get this canceled and refunded.Thank you...again as stated in my previous email, I cannot duplicate your reservation AND if you look at the two screen shots below they are totally different The first screen shot is of the search for [redacted] .com (the site that is on top of all the pictures that you sent)I have no idea how to get to this site other than putting this site in directly You will need to explain the path that you get to this site The second screen shot is the search or the Four Points Philadelphia airport I have click on all four of these sites and tried to book a reservation NONE of them took me to the site that is mentioned on your pictures My suggestion would be to call the ***# and have them reimburse you Again this is a pre-paid reservation and this hotel has never received your credit card information nor have we charged you [redacted] code is the way that it came across into the system, I am uncertain why though Thank you,Eric JArea General Manager

t sounds to me like Ms*** was under the impression that the voucher she received was covering a portion of her room chargesUnfortunately, the voucher the airline submitted was actually just for a discounted room rate at our hotel (these are usually submitted through weather cancellations
or acts of god, the reason of the flight cancellation not being the airlines fault.) I have attached the list submitted by the airline, Ms***’s name being the 16th down on the list, as well as Ms***’s folioThis being said, it seems that any sort of confusion or liability should be the responsibility of the airline, not Four Points Tempe
I hope this clears up any questions or concerns this may have causedIf there are still any questions, please feel free to reach out to meI have also copied the General Manager, Ms*** ***, as I will be out of the office the next two days
Thank you,
-***
*** ***
Front Office 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 as Answered]
Complaint: ***
I am rejecting this response because: This is the first time *** has come up. I have attached each app screen shot of the reservations I booked. You will see, there is no *** and it appears as if I am booking directly with the hotel. In addition, I spoke with the hotel and was told, the reservation was canceled and that I would be refunded. I than at that time, booked reservations with a different hotel. See the attachments: I attached a screen shot of each page that came up through the process. This is not the first time this has happened to meI was in Germany coming home for vacation and the same thing happened than. From that time forward, I keep track of all my travel bookings
Regards,
*** ***

Initial Business Response /* (1000, 8, 2015/08/28) */
Contact Name and Title: *** *** GSM
Contact Phone: XXXXXXXXXX
Contact Email: ***@gmail.com
The entire group ended up complaining about something, once they saw that we gave a complimentary night to the bride and a discount of
25% to a groomsmanWe even spoke with the groom after their checkout and he apologized for his family's behaviorMany of the party did not book through the reserved block at our hotel, yet we still offered the FREE breakfast (a $per person value per day)Some used an online 3rd party to book to get a cheaper rateAlso, the items left in the room did not include any clothing, just a few toiletries, so the housekeeper assumed, in error, that the guest had checked outShe bagged the items in a Sheraton bag - NOT a trash bag, but a laundry bag - and all items were returned to the brideIt is our continued position that we honored the terms of the contract and even went above and beyond to accommodate this wedding partyNo compensation is due or will be offered
Initial Consumer Rebuttal /* (3000, 10, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, this response does not address the issues of poor customer service, poor experience and lack of respect towards customers and especially women
The manager of the hotel was insulting to party by stating that I was "not just a pretty face"The sexist behavior and lack of empowerment on the customer service side is the reason for the complaintThere was no apology offered in regards to the "miss booking" however, it does not explain how they knew upon us checking in that we were there with the wedding party because we were greeted as part of the wedding party from the receptionist
The groom did not know, because we did not tell him, about most of the issuesThe manager then called the groom's mother later that week (after the groom called) and harassed her about all of the complaints and told her that they needed to stop and that her complaints towards customer service were invalid
We travel often and we also work in the customer service industryI have never experienced this level of disrespect and sexual discrimination as I did in this tripHowever they have "attempted" to resolve the issue it was done (and it was exemplified in the response) with a tone of "this is your (the paying customer's) fault" and took no accountability for any of the mishaps and service
An apology without an insult would have been the best resolution; however, this company would rather pass the blame and insist that all incidents were a result of the paying customer
The customer is not in charge of the a/c unit not workingThe customer is not in charge of the maid service taking items- the customer is trusting the business establishment with their money, time, personal belongings and general safetyIf this is the greatest attempt at reestablishing trust with their customers it is a failed attempt and was doomed from the moment the company took zero responsibility for any issues
We did not all begin complaining because of the comped roomAt no point should a leader of an establishment begin an apology by telling their customer of another situation that was of no relevance to their situationWhen I went to the front counter to provide feedback I was informed I could only speak to the GMWhen I did speak to him he told me about a couple staying at the hotel who had no relation to my complaint and that everyone in the wedding party was complaining because they had started complaining and that he does not like big parties because they all "seem to have complaints if one room has complaints"
This establishment needs to realize that not all issues are tied to together, leave other customer's personal information out of their "apologies" and offer sincere remorse instead of telling their customers that the issues are their own fault and of no fault of the business
Poor customer experience and poor customer service lead to any and all complaints tied to this wedding party
If you are a female and there are issues with your stay at this establishment, do not speak to the GM because you will only be disrespected, insulted and told that all of the problems are your fault and you will be informed of other issues that are personal to other families and are not involved in your complaint

Dear *** ***Below is a timeline of *** *** stay at the Four Points PHL from April 20, to her evictionon April 22, 2017:Friday 4/21:(From Merian W*** - Four Points Hskp Mgr)•*** *** asked housekeeper to service her room giving room attendant $as a tip but then claimed room
attendant took $off night standBoth Kleidi & myself (Merian W***) went and talked w/room attendant, searched the room looked into dirty linen no monies ($20) foundGuest was in the room when room attendant was servicing.•Preformed a lock interrogation and found no one but the guest had opened/closed the guest room door during the time of the claimed incidentFriday 4/21From Four Points 2nd shift (Front Desk staff)•Room ***- (*** *** ***) reported that someone came into her room after she had left*** *** had the DND sign was on the doorFD request ENG to do a key interrogation•Preformed a lock interrogation and found no one but the guest had opened/closed the guest room door during the time of the claimed incidentNight Audit report (3rd shift) - Front Desk Staff•*** ***- ***- Guest was smoking in the roomSecurity evicted *** ***, she reported that she was unhappy with how security treated her*** *** said that she was threaten but security to leave the property*** *** came to the desk yelling about her treatment and how the housekeeping stole money from herAlso she was told this property was similar to the *** by reservationsI could smell marijuana on her, so can the other guest that I had behind her*** *** ###-###-####She would like a manager to contact her tomorrow.Saturday 4/22SECURITY REPORT: from 3rd shift starting Saturday 4/for Four Points PHL•While doing my tour I smelled marijuana coming from room ***,I knocked on the door and the guest opened the door and the smell of marijuana came rushing out of the roomI said sir I smell marijuana coming from out of the roomI told him that smoking is prohibited in the hotel, I told them that they would have to vacate the room, he said ok wait a minute, at that point a female then came to the door and said that no one was smoking but they were carrying it on them so I said no MsIt is coming out the room and you can smell it in the hallI told her to vacate the room and talk to the M.ODI had to call for back up from the *** to assist with the evictionI evicted them from the room and took pictures of the evidence and got another key to lock out the room and then told the MOD to charge the room for the clean out fee, Reporting Officer: Corinthia S*** SECURITY REPORT; from 3rd shift starting Saturday 4/for *** PHL• at I got a call for fridges to rooms *** and ***, so as I was delivering I smelled marijuana in the hallway but I couldn't pinpoint were the smell was coming from so I delivered the fridge and the guest in room *** complained about the marijuana smell, so I called for assistance for the smell, Murph smelled marijuana coming from room ***I knocked on *** told them they had to leave and the husband complied but the wife was nasty rude, she tried to make a complaint about a house keeper stealing money from her room and asked for our names.Reporting Officer: Keshaun E*** Time: 12:AM EvictionSaturday 4/- 3rd shift•There were THREE (3) security guards addressing the issue and Police was called but guest left before police arrivedFrom *** FOM (MOD Sunday AM 4/23) Tamara M*** ***@***PhiladelphiaAirport.comGood Afternoon,*** *** called this morning screaming at both Jane and Jamie and becoming very irate.She stated she wanted compensation for everything that occurred during her stay and that she was going to take legal action against usShe stated she never "signed a waiver for not smoking like other hotels" if she did even smoke, which she promises she did not.Her issues that she stated:•HVAC which was apparently never fixed after she said she spoke to Travis•$which the housekeeper took, was "never rectified" and that we a called her a liar about•She was evicted at 12:30am by security guards and one she said called here a "*** and ***"She sates she never smoked and never smoked, I went in to evaluate the roomThe room was sprayed and the ozone was in the roomThe room still reeked of smoke to the point where I was feeling wheezyShe stated I was a liar and that she was going to take legal actions.This morning I already opened a hotel assist file after she screamed at the front desk when I was dealing with other guest issuesShe made Jamie and Jane feel very uncomfortable to the point they didn't want to answer the phone the hotel assist file number is: ***Monday 4/24Eric J*** General Manager of both *** and Four Points PHL hotels*** *** opened a *** CSF file (which I closed) - This is a *** Corp complaintAn "*** reporter" called to get an interviewDue to the "fraudulent charges of a guest"When I asked for his name he told me his name was *** *** and he was out of NY but then said PhillyWhen I asked for a telephone # of the ABC Office, the phone disconnected and then called back minutes later with the following informationThe #s he gave me were:***-cell (I never called)*** - that is the ABC station # (when I called there was no *** *** list in directory in Philly nor did the operator have any one listed by that nameI also called NY and they too had no record)I told the caller that I had no comment and I would have to contact office for directionI have not heard back from the "reporter"In looking at *** *** folios, she was charged for the following:•$for April 20, stay which was incorrect as she paid by rewards points and this amount has been processed to be credited back to her account•$for April 20, for parking - this is correct•$for April 22, for eviction for smoking - this is correctThere are no other charges on *** *** credit card and all charges that are claimed in the later could not be verified by the hotel (other than above) and the $charges would actually be incidental holds that were released when checked out and would return back to account within 2-days depending pn her bank.While the information may be confusing, please contact me at ###-###-#### or ei***Pih-corp.com if you have any additional questions and/or concerns.Warm Regards, Eric J.Area General Manager

I reserved a room for one of our staff, then one of the Program Managers informed me that the reservation needed to be cancelledWhen I called to cancel the reservation, I was told that our credit card had been charged in advance and that the room cannot be cancelledWhen I complained, the lady I spoke with (***) agreed to cancel the room and refund the moneyAt no time was I told the room was "prepay" or that all rooms booked are non-refundableI checked the credit card authorization form, and the language clearly states "If I cancel this reservation, I must contact the hotel by 3pm the day before the arrival date"I am cancelling over a week in advance! Then *** told me that it may be hard to get documentation from the hotel to show the charge and credit, but as a government agency, every transaction we make must have paperwork to back it upThe manager *** *** is not available today, so I must wait for tomorrow to speak to her about getting the documentation I needMy experience with this hotel is that they are very dishonest, and I will never book one of our staff in a Sheraton ever again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.When I was given the voucher by he airline, the airline representative told me and others the voucher will cover only $per night and that I was responsible for paying any extra night feeFor example, if I have chosen to stay at a hotel with a fee of $149, I will be responsible for paying $plus taxesI confirmed this with the person at the front desk at the four points after noticing she was charging the whole amountI was told once the voucher will be applied my credit card will show the exact amountAfter noticing the whole charge on the bank statement, I contacted the airlineI was told that it seems I was double chargeThe person I talked to told me she will talk to her superiors to report the incident since it seems the hotel charged me the whole amount and received the airline's voucherThe airline blames the four points and Four points blames the airlineIt seems to me there is a contract between airline and Four pointsThus, I would like to know what is the standard contract and procedure between these two parties of a contractI would also like to know if the other passengers also paid the whole amount or if the $dollar voucher was applied to their hotel night stayIf this is the case, I was discriminated for X reasonThus, I would like to know if I was treated the same to the other passengers that lost their connection due to weather conditionsWas I treated the same other passengers that night? What was I entitled to due to lost of connection flight? Who failed me the airline or Four Points? Who should I direct my complaint to? These are questions that need to be answered in order for me to feel satisfy with a course of action pertaining to this complaint
Regards,*** ***

Good Afternoon, Looked in system and could not locate cancellation # on last name.  Can guest please check information?   I will email [redacted] too. Thank you, Eric J General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because of the numerous false statements in their response:1- There was no smoking in the room. I would like to be provided with the photos that the security guard allegedly took of "evidence"2- The police were never called. After I was wrongly evicted from the hotel, I returned 10 minutes later because my boyfriend forgot his suit hanging in the closet. No police were present.3- Maids did enter the room on multiple occasions and $20 was stolen. I would like to see the alleged key card reports that the hotel ran. It would be impossible for the report to state that only my card was used to enter the room.
Regards,
[redacted]

To whom it is Concerned at the Revdex.com,In reference to the letter attached (case ID [redacted]), I am truly unaware how [redacted] thinks that she booked her reservation through the hotel's website. I have tried to reproduce her comments and there is no link that takes a guest to a 3rd...

party link to book a reservation.Below is the screen shot of her reservation, the reservation was made through [redacted] and she would be being charged by [redacted] in turns sends the hotel a "ghost card" to charge for the room and tax that they are to be charged.If you look at the screen shot below there was a deposit of $285.38 for the reservation for 6/30 through 7/3. [redacted] states that she was charged $444.71. Again this charge would be coming from [redacted]. What [redacted] changes the guest and [redacted] actually pays at the hotel is less because that is how they make their revenue.I have tried to call [redacted] several times but her telephone either continuously rings or the voicemail will not pick up. The hotel is willing to cancel the reservation, but as stated before, we did not charge [redacted] and she would need to talk to them directly to get this canceled and refunded.Below is the screen shot of the Four Points Philadelphia Airport. Please notice to the right of the screen on the previous screen shot and the one below, it shows different ways to book a room.  It says FourPoints.com Official Site and below that there other options.  Please notice it also states that there are more options of 3rd party vendors.  This is NOT on the web site these are options.  The 2nd screen shot below shows "view more rates" options opened up and that includes booking through [redacted], which this reservation was booked through.  Again, unfortunately, [redacted] will need to contact [redacted] but uncertain why she contacted Revdex.com instead of contacting the hotel as the hotel is receiving this letter the day of the reservation and uncertain if it should be cancelled or not.  Regardless we will not charge no one arrives. Sincerely,Eric JGeneral Manager

To whom it is concerned at the Revdex.com,In reference to the letter attached (case ID [redacted]), I am truly unaware how [redacted] thinks that she booked her reservation through the hotel's website. I have tried to reproduce her comments and there is no link that takes a guest to a 3rd party link to book a reservation.Below is the screen shot of her reservation, the reservation was made through [redacted] and she would be being charged by [redacted]. [redacted] in turns sends the hotel a "ghost card" to charge for the room and tax that they are to be charged.If you look at the screen shot below there was a deposit of $285.38 for the reservation for 6/30 through 7/3. [redacted] states that she was charged $444.71. Again this charge would be coming from [redacted]. What [redacted] changes the guest and [redacted] actually pays at the hotel is less because that is how they make their revenue.I have tried to call [redacted] several times but her telephone either continuously rings or the voicemail will not pick up. The hotel is willing to cancel the reservation, but as stated before, we did not charge [redacted] and she would need to talk to them directly to get this canceled and refunded.Thank you...again as stated in my previous email, I cannot duplicate your reservation AND if you look at the two screen shots below they are totally different.  The first screen shot is of the search for [redacted].com (the site that is on top of all the pictures that you sent)... I have no idea how to get to this site other than putting this site in directly.  You will need to explain the path that you get to this site.  The second screen shot is the search or the Four Points Philadelphia airport.  I have click on all four of these sites and tried to book a reservation.  NONE of them took me to the site that is mentioned on your pictures.  My suggestion would be to call the [redacted]# and have them reimburse you.  Again this is a pre-paid reservation and this hotel has never received your credit card information nor have we charged you.  [redacted] code is the way that it came across into the system, I am uncertain why though.  Thank you,Eric J. Area General Manager

t sounds to me like Ms. [redacted] was under the impression that the voucher she received was covering a portion of her room charges. Unfortunately, the voucher the airline submitted was actually just for a discounted room rate at our hotel (these are usually submitted through weather cancellations...

or acts of god, the reason of the flight cancellation not being the airlines fault.) I have attached the list submitted by the airline, Ms. [redacted]’s name being the 16th down on the list, as well as Ms. [redacted]’s folio. This being said, it seems that any sort of confusion or liability should be the responsibility of the airline, not Four Points Tempe.

 

I hope this clears up any questions or concerns this may have caused. If there are still any questions, please feel free to reach out to me. I have also copied the General Manager, Ms. [redacted], as I will be out of the office the next two days.

 

Thank you,

 

 

-[redacted]

 

Front Office Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.When I was given the voucher by he airline, the airline representative told me and others the voucher will cover only $60 per night and that I was responsible for paying any extra night fee. For example, if I have chosen to stay at a hotel with a fee of $149, I will be responsible for paying $89 plus taxes. I confirmed this with the person at the front desk at the four points after noticing she was charging the whole amount. I was told once the voucher will be applied my credit card will show the exact amount. After noticing the whole charge on the bank statement, I contacted the airline. I was told that it seems I was double charge. The person I talked to told me she will talk to her superiors to report the incident since it seems the hotel charged me the whole amount and received the airline's voucher. The airline blames the four points and Four points blames the airline. It seems to me there is a contract between airline and Four points. Thus, I would like to know what is the standard contract and procedure between these two parties of a contract. I would also like to know if the other passengers also paid the whole amount or if the $60 dollar voucher was applied to their hotel night stay. If this is the case, I was discriminated for X reason. Thus, I would like to know if I was treated the same to the other passengers that lost their connection due to weather conditions. Was I treated the same other passengers that night? What was I entitled to due to lost of connection flight? Who failed me the airline or Four Points? Who should I direct my complaint to? These are questions that need to be answered in order for me to feel satisfy with a course of action pertaining to this complaint.

Regards,[redacted]

Review: Hotel wrongly billing us $522.00 for a damaged mattress that was not done by us. At check out on the morning of 9/19/2013 my wife commented to the clerk at the front desk on how comfortable the beds were and we were told that we could purchase one if we liked. Thinking it was a simple billing error, I contacted the hotel on 10/3/2013 when I discovered the extra charges on my credit card statement but was told the charge was for a destroyed mattress, I asked for pictures and gave my email address but never received the pictures until I made a second call a few weeks later. They sent pictures of a stained mattress top with damage to the fabric obviously caused by an attempt to clean it. No picture of the bed in the room, just a mattress top. What's most disturbing is to think that we possibly slept on this filthy mattress and then charged for it.Desired Settlement: Refund of $522.80

Business

Response:

To Whom It May Concern:

This letter is in response to the Revdex.com Case #[redacted] was indeed charged for damage to the the mattress in his room. Upon his departure, the mattress was found wet and damaged. The guest did not contact the hotel regarding his charge, but disputed the charge with his credit card company. After initially being declined by his credit card company for a reversal, the guest contacted [redacted]. There he was also told that, unfortunately, he would be responsible for the charges. Next, [redacted] then posted the [redacted] review:

"Disgusting housekeeping or just crooks?"

Check your mattress... At checkout we were asked how our stay was and my wife commented on how comfortable the beds were, the clerk behind the desk smiled and said "You know you can purchase them". 2 weeks after checking out we discovered a $[redacted] charge on our credit card statement thinking it was simple billing mistake we called and discovered we were being charged for the damaged mattress. The hotel provided pictures of a stained mattress with damaged fabric that wasn't done by us if these pictures were in fact of the mattress we slept on I'm totally disgusted and downright upset"

Where the response from the General Manager was also posted:

I apologize for your recent stay not being what you expected at our hotel. We truly strive to make each and every guest experience with us the best it can be. We not only take pride in offering outstanding service in a clean, comfortable environment, but an atmosphere that welcomes guests back time after time. As mentioned in your review, we also encourage guests to check their mattresses, if they would like, as we are proud of the cleanliness and comfortability of all our bedding. Damaged mattresses are replaced when incidents such as yours happen so future guests are ensured a clean, safe bed to rest. I understand how frustrated you must be regarding the charge; however, supporting documentation can be provided at any time, as was offered through the other channels before [redacted]. Thank you for the opportunity to respond and we wish you a safe and happy travels in the future.

[redacted] has continued to slander our hotel on other review sites as well. In the end, the credit card company reversed their decision and issued the $[redacted] credit to the guest simply for customer satisfaction purposes. At this time, we feel this situation has come to its conclusion and no other resolution is needed.

Sincerely,

Property Controller

I reserved a room for one of our staff, then one of the Program Managers informed me that the reservation needed to be cancelled. When I called to cancel the reservation, I was told that our credit card had been charged in advance and that the room cannot be cancelled. When I complained, the lady I spoke with ([redacted]) agreed to cancel the room and refund the money. At no time was I told the room was "prepay" or that all rooms booked are non-refundable. I checked the credit card authorization form, and the language clearly states "If I cancel this reservation, I must contact the hotel by 3pm the day before the arrival date". I am cancelling over a week in advance! Then [redacted] told me that it may be hard to get documentation from the hotel to show the charge and credit, but as a government agency, every transaction we make must have paperwork to back it up. The manager [redacted] is not available today, so I must wait for tomorrow to speak to her about getting the documentation I need. My experience with this hotel is that they are very dishonest, and I will never book one of our staff in a Sheraton ever again.