Geiser Grand Hotel

Complaint: [redacted] I am rejecting this response because:It is untrueI never received a confirmation letter or email for the reservationThey were well aware that we would not be able to stay at the hotel the night bookedAs previously stated, I did understand the reservation was non-refundable, but it was a reservation mistakenly made for the wrong date in errorThis is clearly a miscommunication and customer service issueWe expected the Geiser Grand to be professional and compassionate and make an exception to their cancellation and refund policy because of the circumstancesAs noted here, and in numerous other online reviews, they do not choose to do business this wayThat is their choice, and they will continue to lose business and perpetuate their negative service reputation because of it Sincerely, [redacted] ***

Ms [redacted] has been refunded in fullRefunds arent exhibited instantly to the cardholder, it takes one to five business days to reflectWe think that most readers know that is true anyhow.Further, we do take exception to Ms [redacted] 's allegation that we didn't have her authorization to charge her cardShe purchased tickets to the Witches Weekend event, which does require prepayment as well as an overnight stay, for which a deposit is also requiredHad she not given her verbal consent to charge, we never would have sold her the tickets or reserved her room.?

Complaint: [redacted] I am rejecting this response because: ? First of all, I do not appreciate the implied acknowledgement of my booking difficultiesI am aware that I booked with Expedia, and like I have continued to state- Expedia did not charge my bank, Geiser Grand didThat might suggest that Geiser would be able to accomplish something to the effect of a refund, or at the very least, a partial refundMy biggest concern with this is the treatment of potential customers by the Geiser hotel staffIt is absolutely appaling and tremendously disgusting to have hotel staff claim there is no manager, that there is no one else to speak with, and to not provide any solutionsIt was the most atrocious customer service I have ever encounteredWith private businesses, I understand staffing can be quite costly, but I assure you, treatment of potential customers in the way I encountered will not generate revenueMy complaint is not with Expedia, and I would be most appreciative if you focus on the bigger issue at handThe staff at the Geiser Grand hotel are terrible, and there are plenty of other reviews to prove that unfortunate factI have worked in many different customer service facets and even something as basic as a movie theater is able to refund a card that was chagredSo then my concern is that the policies of Geiser are to simply not care, because a potential customer did not book with them directlyIn the most basic of operations, all that would need to be done is a reverse chargeI am going to go out on a limb and assume that there is someone at Geiser that manages the accounting and would be able to provide that service.? Sincerely, [redacted]

Thank you for sharing our email response to you; we would like to affirm it hereYou did choose to purchase a nonrefundable booking on Expedia's websiteYou gave your authorization to charge the credit card that you providedIt was automatically charged as your reservation automatically populatedAs of this date, November 22, your reservation is still active/valid, and has not been cancelledThe Hotel staff is not able to cancel your reservation (or any Expedia reservation); we thank you for acknowledging that we have repeatedly informed you of these facts If you wish to cancel your reservation, you need to do so through ExpediaFurther, if Expedia failed to disclose the that you were purchasing a nonrefundable booking, then you should have a legitimate complaint, and we encourage you to take that up with ExpediaHowever, if you regret booking with Expedia because you subsequently found booking websites that offer better terms and deals, that's not something either Expedia or the Hotel staff can addressTossing around and defamatory statements in an apparent attempt to bully the staff is completely unfair and inappropriateIn any event, this accusation that the Hotel staff has engaged in terrible treatment or poor customer service is totally false

I have received the full refundThank you [redacted]

Complaint: ***
I am rejecting this response because: I only authorize them to do a one time charge of $to my credit cardI did not authorize them to do an additional $to my card on September 28th giving a total balance of $charged to credit cardI have sent you files showing that they claim credit my Credit Card of $but according to my credit card company as of October 1st they have no record of any credit coming from this hotel therefore I am requesting that the total amount of $be credit immediately to my credit card.Sincerely*** ***
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
First of all, I do not appreciate the implied acknowledgement of my booking difficultiesI am aware that I booked with Expedia, and like I have continued to state- Expedia did not charge my bank, Geiser Grand didThat might suggest that Geiser would be able to accomplish something to the effect of a refund, or at the very least, a partial refundMy biggest concern with this is the treatment of potential customers by the Geiser hotel staffIt is absolutely appaling and tremendously disgusting to have hotel staff claim there is no manager, that there is no one else to speak with, and to not provide any solutionsIt was the most atrocious customer service I have ever encounteredWith private businesses, I understand staffing can be quite costly, but I assure you, treatment of potential customers in the way I encountered will not generate revenueMy complaint is not with Expedia, and I would be most appreciative if you focus on the bigger issue at handThe staff at the Geiser Grand hotel are terrible, and there are plenty of other reviews to prove that unfortunate factI have worked in many different customer service facets and even something as basic as a movie theater is able to refund a card that was chagredSo then my concern is that the policies of Geiser are to simply not care, because a potential customer did not book with them directlyIn the most basic of operations, all that would need to be done is a reverse chargeI am going to go out on a limb and assume that there is someone at Geiser that manages the accounting and would be able to provide that service.
Sincerely,*** ***

To whom this may concern,
I wanted to forward further email exchange that I have had with the Geiser Grand Hotel
Thank you, I truly hope something can be resolved
3:19pm on 11/16/16From Geiser Grand to *** ***:
You
chose to purchase a non refundable booking on line, with Expedia. When you made that reservation, it automatically populated in our system and your card was chargedAt this time, according to that Expedia website online, your reservation is still standing and has not been cancelledIf you believe that you cancelled it, you should take that up with Expedia. Hotel staff is unable to cancel any Expedia reservations.
When a guest books directly with us, we have all kinds of flexibilityHowever, when booked with Expedia we have noneNo staff member can retroactively change the terms after a booking; that’s literally not possibleIf Expedia failed to disclose the that those rates are non refundable, then you have an absolutely legitimate complaintWe challenged them on that today, before responding to youThey are adamant that they properly disclose before any booking, and are prepared to prove it
Your issue is with Expedia and their site, not with the Hotel staff.
10:01am on 11/17/
To Geiser Grand from *** ***:
To whom this may concern (as the email response did not have a name or title),
I completely understand if a third party booking occurs, that the hotel would not be able to give me a refundTh interesting thing is, my bank account shows that Geiser Grand charged me the $216.51, not Expedia
Now, I like to think of myself as a fairly smart woman, I would assume that for decent customer service practice, along with customer retention purposes, there is always something that can be done
You are correct that Expedia was the one to complete the booking and in that, it states that the cancellation policy is left up to the hotel
This is where my frustration comes, if it is left up to the hotel, and my bank account was charged by said hotel, there must be something that can be done
I cannot, for the life of me, think of any other company I have encountered- whether that be for food, hospitality, entertainment etc, that has treated a potential customer so terribly
It is so sad, especially considering the time of year and the season upcoming, that I am receiving this treatmentI had hoped to take my son out of town for the holidays, to Baker City, where we have a lot of family, who are very well connected to the communityI then realized within minutes of my booking, that I would not be able to travel at that timeSo, I hurried to correct my booking, in the hopes that the money would be returned to me so that I could use it for Christmas for my son
I am requesting a response from someone who can provide me with a name, full title, and a direct phone contact other than the front desk
This is absolutely the worst customer service I have ever receivedI too, work in customer service and it is always my mission to retain future customers as well as ensure I provide a warm and friendly encounterI received nothing of that from Geiser Grand and that is truly heartbreaking
For such a well known and historic business, it is too bad that customer service was not part of the renovation
I expect a response from someone in management at the hotel
I have already contacted Barbara personally and it is my hope that she may provide some decent customer service
Sincerely,
*** ***

Please see that there were TWO refunds, and accordingly TWO reciepts, as there were TWO original chargesOne charge was advance deposit for lodging, by the Hotel, and the other tickets to the special event, by the Restaurant

Ms*** has been refunded in fullRefunds arent exhibited instantly to the cardholder, it takes one to five business days to reflectWe think that most readers know that is true anyhow.Further, we do take exception to Ms***'s allegation that we didn't have her authorization to charge her
cardShe purchased tickets to the Witches Weekend event, which does require prepayment as well as an overnight stay, for which a deposit is also requiredHad she not given her verbal consent to charge, we never would have sold her the tickets or reserved her room

Please see that there were TWO refunds, and accordingly TWO reciepts, as there were TWO original chargesOne charge was advance deposit for lodging, by the Hotel, and the other tickets to the special event, by the Restaurant

To whom this may concern,
I wanted to forward further email exchange that I have had with the Geiser Grand Hotel
Thank you, I truly hope something can be resolved
3:19pm on 11/16/16From Geiser Grand to *** ***:
You
chose to purchase a non refundable booking on line, with Expedia. When you made that reservation, it automatically populated in our system and your card was chargedAt this time, according to that Expedia website online, your reservation is still standing and has not been cancelledIf you believe that you cancelled it, you should take that up with Expedia. Hotel staff is unable to cancel any Expedia reservations.
When a guest books directly with us, we have all kinds of flexibilityHowever, when booked with Expedia we have noneNo staff member can retroactively change the terms after a booking; that’s literally not possibleIf Expedia failed to disclose the that those rates are non refundable, then you have an absolutely legitimate complaintWe challenged them on that today, before responding to youThey are adamant that they properly disclose before any booking, and are prepared to prove it
Your issue is with Expedia and their site, not with the Hotel staff.
10:01am on 11/17/
To Geiser Grand from *** ***:
To whom this may concern (as the email response did not have a name or title),
I completely understand if a third party booking occurs, that the hotel would not be able to give me a refundTh interesting thing is, my bank account shows that Geiser Grand charged me the $216.51, not Expedia
Now, I like to think of myself as a fairly smart woman, I would assume that for decent customer service practice, along with customer retention purposes, there is always something that can be done
You are correct that Expedia was the one to complete the booking and in that, it states that the cancellation policy is left up to the hotel
This is where my frustration comes, if it is left up to the hotel, and my bank account was charged by said hotel, there must be something that can be done
I cannot, for the life of me, think of any other company I have encountered- whether that be for food, hospitality, entertainment etc, that has treated a potential customer so terribly
It is so sad, especially considering the time of year and the season upcoming, that I am receiving this treatmentI had hoped to take my son out of town for the holidays, to Baker City, where we have a lot of family, who are very well connected to the communityI then realized within minutes of my booking, that I would not be able to travel at that timeSo, I hurried to correct my booking, in the hopes that the money would be returned to me so that I could use it for Christmas for my son
I am requesting a response from someone who can provide me with a name, full title, and a direct phone contact other than the front desk
This is absolutely the worst customer service I have ever receivedI too, work in customer service and it is always my mission to retain future customers as well as ensure I provide a warm and friendly encounterI received nothing of that from Geiser Grand and that is truly heartbreaking
For such a well known and historic business, it is too bad that customer service was not part of the renovation
I expect a response from someone in management at the hotel
I have already contacted Barbara personally and it is my hope that she may provide some decent customer service
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:It is untrueI never received a confirmation letter or email for the reservationThey were well aware that we would not be able to stay at the hotel the night bookedAs previously stated, I did understand the reservation was non-refundable, but it was a reservation mistakenly made for the wrong date in errorThis is clearly a miscommunication and customer service issueWe expected the Geiser Grand to be professional and compassionate and make an exception to their cancellation and refund policy because of the circumstancesAs noted here, and in numerous other online reviews, they do not choose to do business this wayThat is their choice, and they will continue to lose business and perpetuate their negative service reputation because of it
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:It is untrueI never received a confirmation letter or email for the reservationThey were well aware that we would not be able to stay at the hotel the night bookedAs previously stated, I did understand the reservation was non-refundable, but it was a reservation mistakenly made for the wrong date in errorThis is clearly a miscommunication and customer service issueWe expected the Geiser Grand to be professional and compassionate and make an exception to their cancellation and refund policy because of the circumstancesAs noted here, and in numerous other online reviews, they do not choose to do business this wayThat is their choice, and they will continue to lose business and perpetuate their negative service reputation because of it
Sincerely,
*** ***

Ms*** never actually cancelled her reservationWe fully expected to see her in our lobbyIn fact, we all actually feared her coming in, given the abusive tirades my team members endured from both the ***sClearly no refund is dueWe invite the Revdex.com or anyone viewing this to call me or
Manager Mandy to affirm these factsThis Hotel does have right to have a cancellation policyWe are very careful to explain it prior to any charges being processedWe understand that policy may prove to be inconvenient to some folksThat's why we ask guests who arent sure of their plans to hold off making reservations until their situation becomes clearWe are a highly ethical, straightforward business. We are happy to provide specific documentation to support the $charge by *** ***Ms*** called us on Sunday August to book an overnight stay on Sunday, September A verbal recitation of our cancellation policy was made prior to obtaining the credit card numberThen a confirmation email was sent to Gustafson prior to the charge being placedSee the actual letter attachedHad Ms*** not been in agreement, the reservation would not have been made, and the card would not have been processedThat policy does require seven days notice to cancel without penalty. Ms*** called on Monday August Fortunately, Susan took verbatim notes and emailed them; please see attachedWhat she said then, and in subsequent conversations with Ginger and Mandy and others is very different than what she subsequently says in her complaint She acknowledged that her deposit was not refundable! No question! I take personal exception to her utterly characterization of her call with me! I got the second call that morning after Susan, and told her that it sure looked to me that her deposit was non refundable, but that I'd ask our manager, Mandy to take a harder look and call her back. Sincerely, Ginger W***

Complaint: ***
I am rejecting this response because: I only authorize them to do a one time charge of $to my credit cardI did not authorize them to do an additional $to my card on September 28th giving a total balance of $charged to credit cardI have sent you files showing that they claim credit my Credit Card of $but according to my credit card company as of October 1st they have no record of any credit coming from this hotel therefore I am requesting that the total amount of $be credit immediately to my credit card.Sincerely*** ***
Sincerely,
*** ***

Ms*** never actually cancelled her reservationWe fully expected to see her in our lobbyIn fact, we all actually feared her coming in, given the abusive tirades my team members endured from both the ***sClearly no refund is dueWe invite the Revdex.com or anyone viewing this to call me or
Manager Mandy to affirm these factsThis Hotel does have right to have a cancellation policyWe are very careful to explain it prior to any charges being processedWe understand that policy may prove to be inconvenient to some folksThat's why we ask guests who arent sure of their plans to hold off making reservations until their situation becomes clearWe are a highly ethical, straightforward business. We are happy to provide specific documentation to support the $charge by *** ***Ms*** called us on Sunday August to book an overnight stay on Sunday, September A verbal recitation of our cancellation policy was made prior to obtaining the credit card numberThen a confirmation email was sent to Gustafson prior to the charge being placedSee the actual letter attachedHad Ms*** not been in agreement, the reservation would not have been made, and the card would not have been processedThat policy does require seven days notice to cancel without penalty. Ms*** called on Monday August Fortunately, Susan took verbatim notes and emailed them; please see attachedWhat she said then, and in subsequent conversations with Ginger and Mandy and others is very different than what she subsequently says in her complaint She acknowledged that her deposit was not refundable! No question! I take personal exception to her utterly characterization of her call with me! I got the second call that morning after Susan, and told her that it sure looked to me that her deposit was non refundable, but that I'd ask our manager, Mandy to take a harder look and call her back. Sincerely, Ginger W***

Complaint: [redacted]I am rejecting this response because:
?
First of all, I do not appreciate the implied acknowledgement of my booking difficultiesI am aware that I booked with Expedia, and like I have continued to state- Expedia did not charge my bank, Geiser Grand didThat might suggest that Geiser would be able to accomplish something to the effect of a refund, or at the very least, a partial refundMy biggest concern with this is the treatment of potential customers by the Geiser hotel staffIt is absolutely appaling and tremendously disgusting to have hotel staff claim there is no manager, that there is no one else to speak with, and to not provide any solutionsIt was the most atrocious customer service I have ever encounteredWith private businesses, I understand staffing can be quite costly, but I assure you, treatment of potential customers in the way I encountered will not generate revenueMy complaint is not with Expedia, and I would be most appreciative if you focus on the bigger issue at handThe staff at the Geiser Grand hotel are terrible, and there are plenty of other reviews to prove that unfortunate factI have worked in many different customer service facets and even something as basic as a movie theater is able to refund a card that was chagredSo then my concern is that the policies of Geiser are to simply not care, because a potential customer did not book with them directlyIn the most basic of operations, all that would need to be done is a reverse chargeI am going to go out on a limb and assume that there is someone at Geiser that manages the accounting and would be able to provide that service.?
Sincerely,[redacted]

Ms[redacted] has been refunded in fullRefunds arent exhibited instantly to the cardholder, it takes one to five business days to reflectWe think that most readers know that is true anyhow.Further, we do take exception to Ms[redacted]'s allegation that we didn't have her authorization to charge her
cardShe purchased tickets to the Witches Weekend event, which does require prepayment as well as an overnight stay, for which a deposit is also requiredHad she not given her verbal consent to charge, we never would have sold her the tickets or reserved her room.?

Thank you for sharing our email response to you; we would like to affirm it hereYou did choose to purchase a nonrefundable booking on Expedia's websiteYou gave your authorization to charge the credit card that you providedIt was automatically charged as your reservation automatically populatedAs of this date, November 22, your reservation is still active/valid, and has not been cancelledThe Hotel staff is not able to cancel your reservation (or any Expedia reservation); we thank you for acknowledging that we have repeatedly informed you of these facts.?
If you wish to cancel your reservation, you need to do so through ExpediaFurther, if Expedia failed to disclose the that you were purchasing a nonrefundable booking, then you should have a legitimate complaint, and we encourage you to take that up with ExpediaHowever, if you regret booking with Expedia because you subsequently found booking websites that offer better terms and deals, that's not something either Expedia or the Hotel staff can addressTossing around and defamatory statements in an apparent attempt to bully the staff is completely unfair and inappropriateIn any event, this accusation that the Hotel staff has engaged in terrible treatment or poor customer service is totally false.?