Hawthorn Suites

While it is important to resolve the matter, we have offered all that we canI have attached the activity logs for Mr [redacted] tripHe did indeed reserve three rooms with our hotelHowever, we were not at capacity that evening and I am not sure why he did not stay at the hotel, even after arriving sometime after amIf you look at the logs, Mr [redacted] was checked into his room earlier in the eveningThis is standard procedure if we are expecting a busy eveningMr [redacted] was not checked out of any of the rooms he reserved until 2:am on the morning of 7/31/At this time his room was charged for his stay and documented as a No Show so that we could run our night audit reportsIf you look at the logs there is nothing to indicate that Mr [redacted] made any attempts to notify the hotel of his late arrivalIt is also standard procedure for us to document late arrivals so rooms that are secured are not soldThe hotel was being generous considering that Mr [redacted] made no attempt to let the hotel know of his late arrival time, nor did try to confirm his reservations prior to his arrivalAs Mr [redacted] stated, it is hotel policy to cancel and charge for rooms that are not checked into by 6:pm the night of his arrivalThis is a policy he agreed toThe hotel extended his check in time until shortly after am the next morningWe also offered to give him vouchers for three rooms here at our hotel, something that by the policy we are not obligated to offer all in an attempt to resolve this matterAs our franchise stated, once we made an offer to resolve the matter and to try to save the relationship Mr [redacted] was still not happyWe are still willing to give Mr [redacted] the vouchers, but since he did not abide by the hotel policy, this is all we can do at this point

Complaint: [redacted] I am rejecting this response because: the above statement is not trueI have no way of knowing whether the clerk is lying or the person responding is trying to cover upThe clerk told us when we showed up that he had rented the last room hours earlier at 2:p.mAt this point I have nothing to lose by making a statement, since I am convinced that the hotel is not going to do anything furtherI have already spent several hours talking and corresponding to make my points for the sake of telling the truthI will not correspond furtherI hope anyone who reads this will be forwarned to be careful in their dealings with this hotel Regards, [redacted]

Revdex.com Case #: [redacted] Hotel Site #: [redacted] Customer Care Case #: [redacted] Dear [redacted] : Thank you for notifying our office of the concern filed by [redacted] at the Hawthorn Suites by Wyndham property in Sacramento, CA The amount charged to ***'s account is in a pending statusThis is not always a permanent chargeWhen funds are held on a debit or credit card, but not actually charged, you may see a temporary entry of “Pending” or “Temporary Charge.” Temporary charges should be released from debit or credit card accounts within a few business daysThe exact length of time funds are held, however, is determined by the financial institution, not by the property Please have [redacted] contact his financial institution for additional information about when the pending charges will be removed from his account I apologize for any inconvenience this may have caused Best Regards, [redacted] ** Liaison, Customer Care Wyndham Hotel Group Phone: [redacted] Fax: [redacted]

I am very sorry that Mr [redacted] feels that he is being treated unjustly by the hotelIn all fairness, a business like a hotel can not be expected to hold rooms for guests who have not communicated or arrived at the hotel in a timely fashionWhile we are compassionate towards his groups plight, it is necessary for us to follow our company policies Our records show that as of 2:am on 7/Mr [redacted] and his party were deemed a no showThis indicates that he would have had to have shown up at the hotel after 2:am, as can be seen in the documents we sent earlierIn addition, there was no contact for over hours after our cancellation time to lead us to believe any differentThe lack of communication with the hotel is the biggest concern for us as this point, because without letting us know, we are unable to determine if the group would ever arrive Mr [redacted] was not charged by the hotel for the rooms even though our policy states that we have a right to charge for the unoccupied roomsMr [redacted] states that he was forced to spend time looking for another hotelI believe this to be incorrect because I am attaching our occupancy for that eveningIt states that we were not at full occupancy for neither the 30th or the 31stAfter speaking with our night audit clerk who has been employed here for over years, he states he would have given him rooms and not turned the group away The hotel personnel altered from our policy on two occasions for Mr [redacted] giving him ample opportunity to make good on his endWe did not charge for rooms after pm and we left the reservation unaltered until after 2:am on the following morningIn addition we have made offers for future free staysAs I stated earlier, this is the best we can do and I am sorry that Mr [redacted] does not feel as though we have been accommodating or that we are not offering anything of value for him

I am very sorry that Mr [redacted] feels that he is being treated unjustly by the hotelIn all fairness, a business like a hotel can not be expected to hold rooms for guests who have not communicated or arrived at the hotel in a timely fashionWhile we are compassionate towards his groups plight, it is necessary for us to follow our company policiesOur records show that as of 2:am on 7/Mr [redacted] and his party were deemed a no showThis indicates that he would have had to have shown up at the hotel after 2:am, as can be seen in the documents we sent earlierIn addition, there was no contact for over hours after our cancellation time to lead us to believe any differentThe lack of communication with the hotel is the biggest concern for us as this point, because without letting us know, we are unable to determine if the group would ever arriveMr [redacted] was not charged by the hotel for the rooms even though our policy states that we have a right to charge for the unoccupied roomsMr [redacted] states that he was forced to spend time looking for another hotelI believe this to be incorrect because I am attaching our occupancy for that eveningIt states that we were not at full occupancy for neither the 30th or the 31stAfter speaking with our night audit clerk who has been employed here for over years, he states he would have given him rooms and not turned the group awayThe hotel personnel altered from our policy on two occasions for Mr [redacted] giving him ample opportunity to make good on his endWe did not charge for rooms after pm and we left the reservation unaltered until after 2:am on the following morningIn addition we have made offers for future free staysAs I stated earlier, this is the best we can do and I am sorry that Mr [redacted] does not feel as though we have been accommodating or that we are not offering anything of value for him

Response:Dear Ms***, While Ms*** *** did have a reservation her husband was not on the reservationIt is the part of the agreement with third party pre-paid reservation providers such as *** that we check in only the guest on the reservationIf we allow other people to check in
to the reservation then we run the risk of *** cancelling the reservation and not paying us for itAs such it is the hotel policy that we ask anyone attempting to check in under a different name than the reservation to call the third party (such as ***) and ask to change the nameMs*** refused to do soAdditionally her husband whose name was Mr*** (I am not certain of the spelling) did not have a credit or debit card in his nameAs I am certain you are aware credit card fraud is at an all time high and the burden of proof is on the merchantWe do not accept any credit/debit cards that do not have the name of the guest imprinted on themOur front desk agent did swipe the card in error thinking he was checking in to a reservation under the name of ***She did not look at the credit card and verify the name correctly and has been counseled regarding her handling of this reservationHowever, when Mr*** questioned the amount the staff realized that he was supposed to check in under a different name - *** ***The staff explained he would need a card in his name and they attempted to help him get the authorization released but Mr*** was evidently not an authorized signer on the account because the bank would not speak to him regarding the account and work with the hotel to release the authorizationIn a situation of an over authorization the bank will require speaking to the card holder or authorized signer on the account and then with the hotel staff to facilitate the releaseMs*** was speaking with her husband and asked to speak to the hotel staff at which point she yelled at themThe staff remained professional and suggested several solutions to remedy the situation none of which were acceptable to Ms***The hotel staff then authorized a full refund to the guest of the *** reservationThere were no charges to Ms*** or her husband for this reservationThere was an authorization which while we were unable to release it immediately would automatically release in 5-business daysWhile this was an unfortunate situation this was not caused by the hotelMs***'s husband was carrying a card he was not an authorized signer on and the reservation was not in his nameWe refunded in full and our policies are set to protect the majority of our guests and the hotel's interests from fraud

I am rejecting this response because: it took the hotel staff three days to tell me that they could fax a request to my credit card company to have the charges dropped from itThey said they would do that but it is yet to be seenI am very dissatisfied with the staff and their lack of serviceThey are in the hospitality industry

I am rejecting this response because: saying sorry does nothing to rectify the situation...

Complaint: [redacted]
I am rejecting this response because: the above statement is not true. I have no way of knowing whether the clerk is lying or the person responding is trying to cover up. The clerk told us when we showed up that he had rented the last room 12 hours earlier at 2:00 p.m. At this point I have nothing to lose by making a false statement, since I am convinced that the hotel is not going to do anything further. I have already spent several hours talking and corresponding to make my points for the sake of telling the truth. I will not correspond further. I hope anyone who reads this will be forwarned to be careful in their dealings with this hotel.
Regards,
[redacted]

I am very sorry that Mr. [redacted] feels that he is being treated unjustly by the hotel. In all fairness, a business like a hotel can not be expected to hold rooms for guests who have not communicated or arrived at the hotel in a timely fashion. While we are compassionate towards his groups plight, it is necessary for us to follow our company policies. 
Our records show that as of 2:00 am on 7/31 Mr. [redacted] and his party were deemed a no show. This indicates that he would have had to have shown up at the hotel after 2:04 am, as can be seen in the documents we sent earlier. In addition, there was no contact for over 8 hours after our cancellation time to lead us to believe any different. The lack of communication with the hotel is the biggest concern for us as this point, because without letting us know, we are unable to determine if the group would ever arrive. 
Mr. [redacted] was not charged by the hotel for the rooms even though our policy states that we have a right to charge for the unoccupied rooms. Mr. [redacted] states that he was forced to spend time looking for another hotel. I believe this to be incorrect because I am attaching our occupancy for that evening. It states that we were not at full occupancy for neither the 30th or the 31st. After speaking with our night audit clerk who has been employed here for over 5 years, he states he would have given him rooms and not turned the group away. 
The hotel personnel altered from our policy on two occasions for Mr. [redacted] giving him ample opportunity to make good on his end. We did not charge for rooms after 6 pm and we left the reservation unaltered until after 2:00 am on the following morning. In addition we have made offers for future free stays. As I stated earlier, this is the best we can do and I am sorry that Mr. [redacted] does not feel as though we have been accommodating or that we are not offering anything of value for him.

Revdex.com Case #: [redacted]   Hotel Site #: [redacted] Customer Care Case #: [redacted]   Dear [redacted]:     Thank you for notifying our office of the concern filed by [redacted] at the Hawthorn Suites by Wyndham property in Sacramento, CA.   The amount charged to...

[redacted]'s account is in a pending status. This is not always a permanent charge. When funds are held on a debit or credit card, but not actually charged, you may see a temporary entry of “Pending” or “Temporary Charge.”   Temporary charges should be released from debit or credit card accounts within a few business days. The exact length of time funds are held, however, is determined by the financial institution, not by the property.   Please have [redacted] contact his financial institution for additional information about when the pending charges will be removed from his account.   I apologize for any inconvenience this may have caused.   Best Regards,   [redacted]   Liaison, Customer Care Wyndham Hotel Group Phone: [redacted]  Fax: [redacted]

While it is important to resolve the matter, we have offered all that we can. I have attached the activity logs for Mr [redacted] trip. He did indeed reserve three rooms with our hotel. However, we were not at capacity that evening and I am not sure why he did not stay at the hotel, even after...

arriving sometime after 2 am. If you look at the logs, Mr. [redacted] was checked into his room earlier in the evening. This is standard procedure if we are expecting a busy evening. Mr. [redacted] was not checked out of any of the rooms he reserved until 2:09 am on the morning of 7/31/16. At this time his room was charged for his stay and documented as a No Show so that we could run our night audit reports.
If you look at the logs there is nothing to indicate that Mr. [redacted] made any attempts to notify the hotel of his late arrival. It is also standard procedure for us to document late arrivals so rooms that are secured are not sold. The hotel was being generous considering that Mr. [redacted] made no attempt to let the hotel know of his late arrival time, nor did try to confirm his reservations prior to his arrival.
As Mr [redacted] stated, it is hotel policy to cancel and charge for rooms that are not checked into by 6:30 pm the night of his arrival. This is a policy he agreed to. The hotel extended his check in time until shortly after 2 am the next morning. We also offered to give him vouchers for three rooms here at our hotel, something that by the policy we are not obligated to offer all in an attempt to resolve this matter. As our franchise stated, once we made an offer to resolve the matter and to try to save the relationship Mr. [redacted] was still not happy. We are still willing to give Mr. [redacted] the vouchers, but since he did not abide by the hotel policy, this is all we can do at this point.

Hello,   Thank you for contacting Hawthorn Customer Care concerning your experience with the property located in Sacramento,CA. We sincerely apologize for the billing issue at hand.   We are committed to assuring that all Hawthorn properties provide superior service and quality accommodations.  After reviewing your concern with the property and our internal offices, we feel the best resolution would be achieved by direct communication between your financial institution and yourself.   Please accept our most sincere apologies for what you have experienced, and for any inconvenience this may have caused you.   Thank you!

While it is important to resolve the matter, we have offered all that we can. I have attached the activity logs for Mr [redacted] trip. He did indeed reserve three rooms with our hotel. However, we were not at capacity that evening and I am not sure why he did not stay at the hotel, even after arriving...

sometime after 2 am. If you look at the logs, Mr. [redacted] was checked into his room earlier in the evening. This is standard procedure if we are expecting a busy evening. Mr. [redacted] was not checked out of any of the rooms he reserved until 2:09 am on the morning of 7/31/16. At this time his room was charged for his stay and documented as a No Show so that we could run our night audit reports. If you look at the logs there is nothing to indicate that Mr. [redacted] made any attempts to notify the hotel of his late arrival. It is also standard procedure for us to document late arrivals so rooms that are secured are not sold. The hotel was being generous considering that Mr. [redacted] made no attempt to let the hotel know of his late arrival time, nor did try to confirm his reservations prior to his arrival. As Mr [redacted] stated, it is hotel policy to cancel and charge for rooms that are not checked into by 6:30 pm the night of his arrival. This is a policy he agreed to. The hotel extended his check in time until shortly after 2 am the next morning. We also offered to give him vouchers for three rooms here at our hotel, something that by the policy we are not obligated to offer all in an attempt to resolve this matter. As our franchise stated, once we made an offer to resolve the matter and to try to save the relationship Mr. [redacted] was still not happy. We are still willing to give Mr. [redacted] the vouchers, but since he did not abide by the hotel policy, this is all we can do at this point.

Revdex.com Case #: [redacted] Hotel Site #: [redacted]   Dear Contact:   Thank you for notifying our office of the concern filed by [redacted] at the Hawthorne Suites property in Akron, OH.   Our brands are committed to assuring that all of its properties provide great...

service and quality accommodations. This guest’s comments have made us aware of an instance when one of our properties did not meet a valued customer’s expectations.  We regret that the guest had to contact you and our office regarding HIS/HER concerns with the property.  Each property is independently owned and operated under a franchise.  This means that the property’s management is responsible for meeting brand standards and for day-to-day operations.   After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.  Once again, we apologize for any inconvenience this may have caused.   If your offices require more information on this matter, please contact me directly at [email protected].    Thank you,   Jazmine M. Tell us why here...

I am very sorry that Mr. [redacted] feels that he is being treated unjustly by the hotel. In all fairness, a business like a hotel can not be expected to hold rooms for guests who have not communicated or arrived at the hotel in a timely fashion. While we are compassionate towards his groups plight, it is necessary for us to follow our company policies. Our records show that as of 2:00 am on 7/31 Mr. [redacted] and his party were deemed a no show. This indicates that he would have had to have shown up at the hotel after 2:04 am, as can be seen in the documents we sent earlier. In addition, there was no contact for over 8 hours after our cancellation time to lead us to believe any different. The lack of communication with the hotel is the biggest concern for us as this point, because without letting us know, we are unable to determine if the group would ever arrive. Mr. [redacted] was not charged by the hotel for the rooms even though our policy states that we have a right to charge for the unoccupied rooms. Mr. [redacted] states that he was forced to spend time looking for another hotel. I believe this to be incorrect because I am attaching our occupancy for that evening. It states that we were not at full occupancy for neither the 30th or the 31st. After speaking with our night audit clerk who has been employed here for over 5 years, he states he would have given him rooms and not turned the group away. The hotel personnel altered from our policy on two occasions for Mr. [redacted] giving him ample opportunity to make good on his end. We did not charge for rooms after 6 pm and we left the reservation unaltered until after 2:00 am on the following morning. In addition we have made offers for future free stays. As I stated earlier, this is the best we can do and I am sorry that Mr. [redacted] does not feel as though we have been accommodating or that we are not offering anything of value for him.

Complaint: [redacted]
I am rejecting this response because: It contains two false statements. As both parties agree, we made reservations and arrived after 2:00 a.m. because of an accident on the interstate that took us on a detour that took much longer than expected and went thru an area without cell phone reception. However when we arrived, the clerk told us that he had never received our reservations and that the hotel was full. The business response states that the hotel was not full and that they did have our reservation. The clerk further stated that they had been sold out since 12 hours earlier. We then spent the next hour calling about a dozen places to try to find 3 rooms for the night and every place for the next hour that we called was full until we finally found a hotel with a vacancy. We found 2 rooms that listed for $400 a night. Common sense would convince the reader that we would not have taken those rooms for a higher cost 45 minutes away off out planned route,  if we had been allowed to check in at the hotel we were at at 2:00 a.m. Common sense would also make it probable that the hotel would have been full because all of the surrounding hotels we called were full. Either the clerk is not telling the truth to the owner and filling rooms on his own or the owner is not telling the truth when he states that the hotel was not full. The hotel's offer of vouchers for 3 nights at the hotel in Eagle Colorado to be used within a year was not an offer of any substance to us, as we explained. We live 2 days away fom the hotel and do not plan to take a vacation that goes through Colorado in the near future. Mistakes happen, but a business should not make false statements. There was nothing "generous" about not being allowed to check into the hotel we had proof of reserving. I suppose there is no legal requirement to offer anything to a wronged customer, but I believe most businesses try to offer something of value to the customer to show good faith. I guess this hotel is not one of those businesses.
Regards,
[redacted]

Review: I left my car at the hotel park and fly service and when I came back from my trip over $7000 worth of damage was done to my car. At first they told me that they would take care of it, but after being sent from the hotel, to corporate, to the franchise owner, to the insurance company in two different states, back to the hotel...etc...for two months, and then they finally claim that they are not responsible or liable for anything. The back gate where my car was parked had been broken, which left the lot open to public traffic along the American River trail. This is negligence on the part of the Hotel, and not responding to any of my phone calls is just bad business. If the hotel makes money on storing vehicles for people while they fly, aren't they responsible for damages done to the cars in their care? If they were not planning to take care of the damages, why did they lead me on for two months? I find the treatment of this hotel and its management toward their customers unacceptable. All I asked for was the $1000 deductible for the damages to my car to be sent to the shop doing the repair work. I was not looking to profit from the incident, but they shouldn't profit of me either.Desired Settlement: $1000 deductible sent to [redacted] in Arcata CA.

Review: We book this hotel for business trip to Sacramento. My husband was on the trip and we booked with our company business card. once he was there, they did not even check reservation and charged my husband for 7 days when he was only booked for 2 days and was fully paid for. When he raised the question about the charge, they kicked him out due to card was not under his name(It is under our business name) and was yelling at him & I (over the phone). When I ask forget the reservation, just will pay for it, can he stay at the hotel, was refused by the hotel.

This was horrible experience overall, never had kick out of the hotel when was offer to pay for it on spot. He was kicked out and was forced to find new hotel near the place.Desired Settlement: I would like the top manager (General manager or even higher) to written apology letter for the kicking him out and yelling at me over the phone. This was horrible experience that made us never to even book any site or related hotel by Hawthorn or even Wyndham hotel line. Hope that this does not happen with anyother customers.

Business

Response:

Response:Dear Ms. [redacted], While Ms. [redacted] did have a reservation her husband was not on the reservation. It is the part of the agreement with third party pre-paid reservation providers such as [redacted] that we check in only the guest on the reservation. If we allow other people to check in to the reservation then we run the risk of [redacted] cancelling the reservation and not paying us for it. As such it is the hotel policy that we ask anyone attempting to check in under a different name than the reservation to call the third party (such as [redacted]) and ask to change the name. Ms. [redacted] refused to do so. Additionally her husband whose name was Mr. [redacted] (I am not certain of the spelling) did not have a credit or debit card in his name. As I am certain you are aware credit card fraud is at an all time high and the burden of proof is on the merchant. We do not accept any credit/debit cards that do not have the name of the guest imprinted on them. Our front desk agent did swipe the card in error thinking he was checking in to a reservation under the name of [redacted]. She did not look at the credit card and verify the name correctly and has been counseled regarding her handling of this reservation. However, when Mr. [redacted] questioned the amount the staff realized that he was supposed to check in under a different name - [redacted]. The staff explained he would need a card in his name and they attempted to help him get the authorization released but Mr. [redacted] was evidently not an authorized signer on the account because the bank would not speak to him regarding the account and work with the hotel to release the authorization. In a situation of an over authorization the bank will require speaking to the card holder or authorized signer on the account and then with the hotel staff to facilitate the release. Ms. [redacted] was speaking with her husband and asked to speak to the hotel staff at which point she yelled at them. The staff remained professional and suggested several solutions to remedy the situation none of which were acceptable to Ms. [redacted]. The hotel staff then authorized a full refund to the guest of the [redacted] reservation. There were no charges to Ms. [redacted] or her husband for this reservation. There was an authorization which while we were unable to release it immediately would automatically release in 5-7 business days. While this was an unfortunate situation this was not caused by the hotel. Ms. [redacted]'s husband was carrying a card he was not an authorized signer on and the reservation was not in his name. We refunded in full and our policies are set to protect the majority of our guests and the hotel's interests from fraud.

Review: My husband stayed at this facility for almost a months time while waiting for us (his family) to join him in the area. When I called and made a reservation with their reservation call center, I was told that if I booked at that time, I would lock in a rate of $79.20/night. When I asked the gentleman if that would be for the duration of my husband's stay he insured me that this was the case, so I went ahead and booked the room. At the end of my husband's staybe charged $79.20/night for the duration of my husband's stay. When my husband checked out and we received his detailed bill, it showed that we only received one night at $79.20 and each night after that was considerably higher in price, at times $127.20/night. When I called to have that issue addressed, I was repeatedly told that I would receive a call back which after over a week had gone by I received a call informing me that the issue had not yet been resolved. My husband called and talked to multiple people who told him that the notes on record for the call center did not show that we were quoted the price. In turn, I filed a dispute with my bank who, after attempting to gather information that I did not have (because I made the reservation over the phone and had no record of the proposed charges), denied my claim for insufficient documentation. This the point that we are at right now.Desired Settlement: I wish to have the difference in the price that we were quoted and the price that we charged refunded to us. I understand that taxes factor into that. After my figuring if being charged the same amount every night, as quoted plus tax, we should be in receipt of over $900.00 that we were overcharged at checkout.