Hard Rock Hotel Chicago

Initial Business Response / [redacted] (1000, 5, 2015/05/02) */ Contact Name and Title: [redacted] -Res Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] We're sorry to hear that you had such a negative service experienceOur high service standards are something that we pride ourselves in executing every dayIt appears that there has been some confusion regarding the changes on this reservation and also the policies with this type of bookingNormally advance purchase reservations cannot be changed to different datesHowever, it is clear that there has been a miscommunication regarding the policiesWe would like to make the desired date and name changes to this reservation and also provide a room upgrade and breakfast due to the inconvenience that was experienced Please know your review will be shared with our team so that we can learn and grow from your feedbackWe look forward to resolving your issues and exceeding your service expectations in the future Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Tell us why here...Responding to Mr. [redacted] complaint for the Hard Rock Hotel.   Mr. [redacted], booked a non-refundable reservation through [redacted] which was made clear at time of booking.  Hard Rock Hotel has made the "exception" to refund Mr. [redacted], and made contact with...

[redacted] to cancel without no penalty, on 5/5/2016.Please feel free to contact me if, further assistance is needed.

Initial Business Response /* (1000, 5, 2015/05/02) */
Contact Name and Title: [redacted]-Res Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
We're sorry to hear that you had such a negative service experience. Our high service standards are something that...

we pride ourselves in executing every day. It appears that there has been some confusion regarding the changes on this reservation and also the policies with this type of booking. Normally advance purchase reservations cannot be changed to different dates. However, it is clear that there has been a miscommunication regarding the policies. We would like to make the desired date and name changes to this reservation and also provide a room upgrade and breakfast due to the inconvenience that was experienced.
Please know your review will be shared with our team so that we can learn and grow from your feedback. We look forward to resolving your issues and exceeding your service expectations in the future.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)