Guerin Financial Services, Ltd

For a final explanation: The guest made the reservation for the rate they were charged The original reservation confirmation shows that When the guest checked in the front desk attendant noticed the rate was incorrect and informed the guest they would let them know of the updated rate once management looked up what had happened Upon researching the reservation it showed on the reservation log that when the room type had been switched an hour after the original booking to ground-floor there was an error in the system that calculated the room rate incorrectly The guest was shown the reservation log and the guest signed a checkout receipt at checkout for the correct amount due The same amount the original reservation confirmation shows as well The guest is aware of the correct amount due and is trying to get a discount for the stay that is not honest or anywhere close to accurate for room rates here in Cody Camping locations cost more than what this guest is wanting to pay for a downtown location hotel room during the Independence holiday week There was a computer error that caused a miscalculation but the guest was aware of it at check in and out The guest has been sent emails showing the reservation logs, check in and out receipts and explanation This guest was even willing for the front desk attendant to pay the difference rather than them This is not a justified complaint and there will be no refund of any kind to the guest There will be no further correspondence on this matter as all the details have been thoroughly explained and documented

Complaint: [redacted] I am rejecting this response because: My husband was the one to check out I didn't even step in the lobby Please review your tapes because on video you will see exactly that Your employee is giving you wrong information I did NOT sign a slip for that amount I only signed a slip at check in for $and I have a copy of the customer receipt to prove it Your employee is giving you information I asked for a copy because I wanted to see what you would come up with since I wasn't the one to go inside to check out Regards, [redacted]

I have communicated with the guest already in email about this matter Here are the details of this reservation:Your original reservation that was emailed may when you made the reservation has the correct amount that you booked for. Which was $plus tax per room on July and
And $plus tax per room on the 5th. Making the two room total $for the three nights. At check in Robyn checked you in and told you she would look into what the correct rate was because when she switched your room location to ground floor it changed the rate to a very odd and extremely low rate that we never have even in the off season let alone a holiday. When I looked at the reservation it showed the original confirmation email sent to you on May with the correct rates listed above of $and $159.00. The alternative to you paying for the rooms that you stayed in at the correct rate is to have this employee pay for your stay in the amount of $715.06, if the emails show she stated to you that she would lower this rate and it wasn't just a computer error. In good conscience you must know that a room anywhere near Yellowstone at any date would not be $per night. Especially since camping in this area costs more than thatThe original email confirmation sent to you has the correct rates for the roomsThe property management system we use has a support desk that is only open Monday through Friday. So Monday I will get to see the email communication and see if this employee stated she would lower the rate or if it was just a computer error when the rooms were changed to ground-floor.The guest is due the original amount that they booked for They were never told they could have rooms at our hotel for a $per room/night rate This rate isn't even available in the slowest off season let alone during the peak holiday of July 2-4th of July

Complaint: ***
I am rejecting this response because: The owner has been misinformed by her employeeThe employee is not telling the truthThe receipt that was provided was not signed by me seeing as my husband is the one that checked outIf the owner would check her cameras in the lobby she will be able to confirm that her employee is being dishonestThe employee never spoke of the room charges being wrong at any timeMy daughter was also standing there at check out and as confirmed so as wellThe owner would not return my calls and only responded by email.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The employee "Robyn" never said that there was a problem with the cost The employee only asked for my card and ran it for the amount that we were originally quoted I have a copy of said receipt if I need to provide it to you again I have never been to Yellowstone and seeing as we stayed in Cody and the hotel was a small hotel with no extras included, I didn't question the cost The first confirmation was wrong and I called back and they apologized and fixed the confirmation and sent it again corrected Because of them changing the rate...AFTER WE CHECKED OUT and charged my card without my approval for the different amount than agreed upon, I was overdrawn at my bank and it caused me to have overdraft fees If there was a problem with the cost, it should have been brought to my attention at check in, which it was not Then I would have had to make the decision to stay or go or shorten out time spent since the cost would have been out of my budget Your employee did NOT bring this to my attention at check in OR check out and it is very unprofessional to do this to a customer after they check out and leave!
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Please forward me a copy of the signed form you speak of so I can review it and my signature Fax # ***
Regards,
*** ***

I have attached the final checkout receipt

Robyn did inform the guest that this rate was incorrect and she would be asking me to review the reservation to find the accurate rate The final bill is signed for at check out for the total amount dueThe original receipt was an authorization that the guest is referring too Robyn authorized it for that amount and we adjusted it correctly once the reservation records were gone through The check out receipt is signed and the guest did not state any issues until days after checking out The amount stays as originally reserved and checked out for

For a final explanation: The guest made the reservation for the rate they were charged.  The original reservation confirmation shows that.  When the guest checked in the front desk attendant noticed the rate was incorrect and informed the guest they would let them know of the updated rate once management looked up what had happened.  Upon researching the reservation it showed on the reservation log that when the room type had been switched an hour after the original booking to ground-floor there was an error in the system that calculated the room rate incorrectly.  The guest was shown the reservation log and the guest signed a checkout receipt at checkout for the correct amount due.  The same amount the original reservation confirmation shows as well.  The guest is aware of the correct amount due and is trying to get a discount for the stay that is not honest or anywhere close to accurate for room rates here in Cody.  Camping locations cost more than what this guest is wanting to pay for a downtown location hotel room during the Independence holiday week.  There was a computer error that caused a miscalculation but the guest was aware of it at check in and out.  The guest has been sent emails showing the reservation logs, check in and out receipts and explanation.  This guest was even willing for the front desk attendant to pay the difference rather than them.  This is not a justified complaint and there will be no refund of any kind to the guest.  There will be no further correspondence on this matter as all the details have been thoroughly explained and documented.

Complaint: [redacted]
I am rejecting this response because:  My husband was the one to check out.  I didn't even step in the lobby.  Please review your tapes because on video you will see exactly that.  Your employee is giving you wrong information.  I did NOT sign a slip for that amount.  I only signed a slip at check in for $368.40 and I have a copy of the customer receipt to prove it.  Your employee is giving you false information.  I asked for a copy because I wanted to see what you would come up with since I wasn't the one to go inside to check out.
Regards,
[redacted]