Glam Girl

Ms [redacted] had two reservations in our systemWhile one reservation was left unused, we were required to speak to the hotel manager as a part of the resolution processAs Ms [redacted] stated, we were having a difficult time reaching a managerUnfortunately each time we called, we were asked to call back at another timeThis went on for many daysOn March 14th, we were able to speak to the hotel managerAt that time, a refund was processed for the full amount of $back to Ms***'s card

BringFido was in contact with E[redacted] B[redacted], Operations Manager at the [redacted]. E[redacted] explained that they did not have any 1st floor requests in their system under the customer's name. As the customer mentioned in her claim, we did provide her with proof that we called both before and...

after booking her reservation. We spoke to B[redacted] prior to making the reservation and she confirmed that we could get a pet friendly 1st floor room so the customer's mother wouldn't have to use any stairs. After our agent booked the room, we spoke to M[redacted] (at the hotel) to confirm the reservation and to confirm the 1st floor status. We do all we can to ensure that our customer's requests are met. In this situation, we viewed the request more as an exception. In other words, if the hotel was not able to guarantee the 1st floor room prior to booking, the customer may not book the room. When it comes to exceptions, our team is required to confirm both before and after booking. E[redacted] stated that the hotel was waiving the $35/night pet fee for the customer's reservation. We received a receipt showing that the customer was charged $35 for the pet fee initially and then the hotel refunded that charge. The hotel did not charge for the pet fee on the 2nd night. This receipt is available if the customer needs a copy. When we requested additional compensation for the inconvenience both the customer and her mother experienced, E[redacted] stated that waiving the $70 was all that would be doing and that the full amount of the reservation would remain. Unfortunately, we are only able to refund the customer's card when the hotel processes a refund on their end.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
My mother is handicapped and has a handicapped placard, that is the reason I requested and had Bring Fido confirm that a ground floor room was available. The manager at the [redacted] saw this as well as watched my mother struggle climbing the stairs with a cane, which caused her physical pain. To act as if they cannot do anything to make a situation right (that was the [redacted]'s fault) is unacceptable. I am going to file an ADA compliant against the hotel for being unable to provide reasonable accommodations due to my mother being handicapped. 
Regards,
K[redacted] M[redacted]

Ms. [redacted] had two reservations in our system. While one reservation was left unused, we were required to speak to the hotel manager as a part of the resolution process. As Ms. [redacted] stated, we were having a difficult time reaching a manager. Unfortunately each time we called, we were asked to call...

back at another time. This went on for many days. On March 14th, we were able to speak to the hotel manager. At that time, a refund was processed for the full amount of $51.28 back to Ms. [redacted]'s card.