Gaslamp Plaza Suites

This is our response in regards to the complaint filed on 4/20/Our hotel received an email with what looked like a confirmation for a reservation at the Gaslamp Plaza SuitesThis email was sent directly to our GM's email which was the first indication that something was not correct, since that is not a reservation procedure set up for our hotelWe started looking into this and could see it was generated by SEEKDA.com which we have no affiliation withI contacted this company and spoke with a man named SyrusHe informed me that this confirmation was generated by a company called IBC which is another company we have no affiliation with either I proceeded to contact them as well and spoke with Melissa who was going to look into this and get back with meI did speak with her the following day again and was informed that the COO of IBC, [redacted] , had been informed of the error and that they wanted to "work out" a deal with us so that the guest would have an actual reservation for the time requestedI informed them that we would do what we could but that we also needed information as to what really had happened in this case since we were unfamiliar with either one of the aforementioned companiesWe did receive the below email from the COO of IBC on 4/21/From: [redacted] Sent: Tuesday, April 21, 12:PMTo: reservationsCc: [redacted] Subject: Re: Gaslamp ReservationDear [redacted] ,Thank you for your willingness to work through this situation and weapologize for any lapse in communication.This was no fault of the hotel.IBC powered by Seekda was selected as a partner of google to drivereservations direct from search to select independent hotels and bypassother sites to deliver you the hotel, full guest information forretargeting and creating direct loyal customers and not send them back outto the top of the funnel again We are pleased to report that Gaslamp wasselected as a beta for this program.We believe that the incorrect rate was a wholesale rate through a jointrelationship.Going forward we would like to ensure we have correct rates in the systemeither provided by the hotel or through an integration with the hotel'sPMS or CRS as we work through this exciting new program.Could we have a call together to ensure we move ahead in a seamlessprocess?Here is a link about IBC,https://www.ibchotels.com/inndependent-boutique-collection.htmlBest regards,Pam [redacted] , President & COOO: [redacted] ***C: [redacted] Skype: [redacted] IHT and IBC HotelsENorthern Ave., Ste Phoenix, AZ The Gaslamp Plaza Suites has no contract nor any affiliations with either of these companies and we have not been asked nor have we agreed to participate as a BETA test hotel The guest has now reserved a room directly on our hotels web site and a confirmation has been sent to the guestIf there is any further information needed, we are happy to assistSincerely, [redacted] Assistant General Manager Gaslamp Plaza Suites

The below is the email response that I sent directly to Mr [redacted] today in regards to his complaint to Revdex.com class="gmail_default"> [redacted] [redacted] @gaslampplaza.com 12:PM (minutes ago) to [redacted] Dear Mr [redacted] , We received your complaint from Revdex.com this morning in regards to your non-refundable reservation for the dates of 2/5/- 2/9/I am sorry to hear that your travel plans was interrupted by the weatherI am not sure as to why you wouldn't have been able to speak with myself or our Front Office Manager when you calledEither one of us is usually here during day time hours to take care of our in house and future guests need Nevertheless, we strive to provide all of our guests with a positive guest experienceIn your case we would be happy to re-book this reservation for another date this year, based on availability Please contact me directly for assistance Have a nice weekend! -- [redacted] Assistant General Manager Gaslamp Plaza Suites www.gaslampplaza.com https://www.facebook.com/gaslamp.plazasuites http://gaslampplazasuites.blogspot.com/ E Street San Diego, CA ###-###-#### ###-###-#### fax

To Whom It May Concern:
This matter has been resolved with the owner being offered a deed back.
She has had this information for several days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that
this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

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.Although I rebooked my reservation with Gaslamp Plaza from my mobile device, my room rate still hasn't been adjusted or discounted to the original room rate I booked withThe resolution I'm seeking is for the hotel to honor their advertised rate that I booked and received a confirmation email forBusinesses should not be able to advertise a price, allow me to book a room, send me a confirmation number, then later cancel that reservation at their convenience and tell me if I want my room, to pay hundreds of dollars more for it
Regards,
*** ***

The below is the email response that I sent directly to Mr. [redacted] today in regards to his complaint to Revdex.com.
class="gmail_default"> 


[redacted]@gaslampplaza.com




12:43 PM (5 minutes ago)










to [redacted]




 
 
 
 
Dear Mr. [redacted],
 
We received your complaint from Revdex.com this morning in regards to your non-refundable reservation for the dates of 2/5/14 - 2/9/14. I am sorry to hear that your travel plans was interrupted by the weather. I am not sure as to why you wouldn't have been able to speak with myself or our Front Office Manager when you called. Either one of us is usually here during day time hours to take care of our in house and future guests need.  Nevertheless, we strive to provide all of our guests with a positive guest experience. In your case we would be happy to re-book this reservation for another date this year, based on availability. 
Please contact me directly for assistance.
 
Have a nice weekend!
-- 
 
[redacted]
Assistant General Manager
Gaslamp Plaza Suites
 
www.gaslampplaza.com
https://www.facebook.com/gaslamp.plazasuites
http://gaslampplazasuites.blogspot.com/
 
520 E Street
San Diego, CA 92101
###-###-####
###-###-#### fax

This is our response in regards to the complaint filed on 4/20/15.
Our hotel received an email with what looked like a confirmation for a reservation at the Gaslamp Plaza Suites. This email was sent directly to our GM's...

email which was the first indication that something was not correct, since that is not a reservation procedure set up for our hotel. We started looking into this and could see it was generated by SEEKDA.com which we have no affiliation with. I contacted this company and spoke with a man named Syrus. He informed me that this confirmation was generated by a company called IBC which is another company we have no affiliation with either.  I proceeded to contact them as well and spoke with Melissa who was going to look into this and get back with me. I did speak with her the following day again and was informed that the COO of IBC, [redacted],  had been informed of the error and that they wanted to "work out" a deal with us so that the guest would have an actual reservation for the time requested. I informed them that we would do what we could but that we also needed information as to what really had happened in this case since we were unfamiliar with either one of the aforementioned companies. We did receive the below email from the COO of IBC on 4/21/15.
From: [redacted]Sent: Tuesday, April 21, 2015 12:29 PMTo: reservationsCc: [redacted]Subject: Re: Gaslamp ReservationDear [redacted],Thank you for your willingness to work through this situation and weapologize for any lapse in communication.This was no fault of the hotel.IBC powered by Seekda was selected as a partner of google to drivereservations direct from search to select independent hotels and bypassother sites to deliver you the hotel, full guest information forretargeting and creating direct loyal customers and not send them back outto the top of the funnel again.  We are pleased to report that Gaslamp wasselected as a beta for this program.We believe that the incorrect rate was a wholesale rate through a jointrelationship.Going forward we would like to ensure we have correct rates in the systemeither provided by the hotel or through an integration with the hotel'sPMS or CRS as we work through this exciting new program.Could we have a call together to ensure we move ahead in a seamlessprocess?Here is a link about IBC,https://www.ibchotels.com/inndependent-boutique-collection.htmlBest regards,Pam [redacted], President & COOO: [redacted]C: [redacted]Skype: [redacted]IHT and IBC Hotels1625 E. Northern Ave., Ste 105 Phoenix, AZ 85020
The Gaslamp Plaza Suites has no contract nor any affiliations with either of these companies and we have not been asked nor have we agreed to participate as a BETA test hotel. 
The guest has now reserved a room directly on our hotels web site and a confirmation has been sent to the guest.
If there is any further information needed, we are happy to assist.
Sincerely,
[redacted]
Assistant General Manager
Gaslamp Plaza Suites

2nd response to complaint ID [redacted].
The confirmation that was sent to you was not issued by the Gaslamp Plaza Suites. As in my previous response, it was issued by IBC Hotels, a company that we have no affiliation nor agreement with.  There was no reservation made to accompany this erroneous confirmation.
This company, IBC Hotels, has issued an email where they state that "This was no fault of the hotel". This email was supplied in our previous response. The dates in question can only be booked on the Gaslamp Plaza Suites website, www.gaslampplaza.com. 
Rates has not been changed for these dates, since we opened up our availability last year.
The COO of IBC Hotels, has informed me that they are in contact with the guest in order to try to rectify their mistake. The latest information we have received from IBC Hotels, is that they most likely will be covering the difference in the rate sent out by them and the actual rate for the room, which the guest did reserve on 4/22/15,  using our web site www.gaslampplaza.com.

Review: I booked a reservation with Gaslamp Plaza Suites and received a confirmation email from [redacted] a few minutes later. Approx 13 hours later, I received a phone call from the hotel telling me my reservation had been cancelled and that I did not receive a confirmation number from Gaslamp Plaza Suites. When I explained that I booked the reservation from a mobile device, the front desk clerk explained that this was impossible so I forwarded my confirmation email to the hotel address it was sent from, which includes the confirmation number I received. The hotel refuses to honor my room reservation because of a "mobile website glitch," but I believe the true reason is because they are charging 4X the rate I was confirmed in my room reservation because of San Diego Comic Con. Rather than allow me to keep my confirmed room reservation, they have cancelled it in order to sell my reserved room to another guest for much more money. The front desk clerk explained that the rate I was given was the standard daily rate, but I should have been charged an event rate because of Comic Con. That is their issue and not mine. A reputable business would honor the room confirmation, not create excuses and cancel existing room reservations in the pursuit of higher profits.Desired Settlement: I would like Gaslamp Plaza Suites to honor my room reservation for 1 King Bed from July 8-12 for the price quoted and confirmed in my original room reservation.

Business

Response:

This is our response in regards to the complaint filed on 4/20/15.

Review: This hotel was booked by me for 2/5/14-2/9/14 to visit my ailing sister in San Diego. The hotel was booked with a no refund cancellation policy. I had No problem booking under those circumstances because I knew nothing would keep me from going. I never anticipated severe weather conditions would ground our flight and the airlines would cancel it0n 2/4/14. I reached the airlines who advised me that the first available flight would be on 2/8/14. There was no sense in going for one night..I contacted both Hotels.com & the hotel directly.There was no one available to handle this problem. I was advised by Hotels.com that they would reach hotel management and get back to me. Days after the perspective trip dates I received a voice message from hotels.com that the hotel management advised them that they would not refund my money for the cancellation. I called the hotel and the manager/owner would not take my call. Based on the extenuating circumstances I believe I deserve a refund!Desired Settlement: In my opinion there are three ways to settle this matter. One a total refund.The other would be the ability to book a room at another time for the same room rate!Three, I file a lawsuit! It should be noted that this hotel has listed rooms on Hotels.com for $99.00 a night with free cancellation. They have also listed rates of $189.00 with free cancellation too. My question is why for these dates only & regardless of the room rate was there a No Refund policy at all.

Business

Response:

The below is the email response that I sent directly to Mr. [redacted] today in regards to his complaint to Revdex.com.

Review: Years ago I purchased a timeshare with Gaslamp Plaza Suites. After owning it for a couple of years we grew tried of it and tried to resell it. We could not even give it away. The maintenance fees grew every year and we finally tried to give it back to Gaslamp and I thought we had. I discover a ding on our credit report and now it is not clear what Gaslamp wants us to do to remove it. I have been asked to communicate through email only but can not get a response on how to clear this matter up.Desired Settlement: I would like to deed the timeshare back to the Association as suggest by [redacted] in the letter I will attach. The question is does Gaslamp want me to pay for them to take this deed back. My credit report shows that they think I own them $936.00.

Business

Response:

To Whom It May Concern:

This matter has been resolved with the owner being offered a deed back.

She has had this information for several days.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,