HEI Hotels and Resorts

[redacted] ] Sent: Tuesday, April 11, 4:PM [redacted] Subject: File number [redacted] Good afternoon [redacted] Please accept this as our response to file number [redacted] As referenced in [redacted] note, we have tried to reach out to him on many occasions and have not been able to speak with himToday I sent him an email extending an offer to remove his resort fee and gear lending fee as a sign of good faithI will await his reply but in the meantime we will make the adjustmentPlease let me know if you have any questions of concernsThank youBruce [redacted] general manager

Complaint: ***
I am rejecting this response because: your colleague *** has emailed me multiple times telling me that he wants to make this right this is how you consider making it right? You have dragged this on for months after the fact so you're telling me that you think it's OK that we had a room that wasn't cleaned properly we had poor customer service to say the least that didn't work that's the way you treat a platinum member?
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Thank you for responding but I'm going to be very blunt with you because I feel like I got out of my way to be polite I actually emailed you prior to this so you should have been aware of the situation even before the complaint to the Revdex.com and with S*** the hotel stay was a disaster from beginning to end the hotel had a difficult I'm even doing the most basic tasks you had health keeping issues you had issues with mean the list goes on and on he charge me fees four things couldn't even get right and I know you said you will be funding that and I appreciate that fact but I'm still being charged points and I understand that *** wanted to speak to me in person and you can ask him I have called a couple times and left a couple messages for him unfortunately he just doesn't seem to be there whenever I call and I've got out of my way to explain to him that I travel internationally a lot so picking up the phone and calling somebody is not always the easiest or the cheapest thing to be doing you would think a hotel of all things would understand the travel industry you know I work on multi-million dollar deals and never speak to anyone on the phone sometimes but we weren't able to resolve this issue the email now it had to be on the phone absolutely ridiculous it's and I'm a platinum member I would love for you or me or anyone to please explain to me what more we could have accomplished by speaking I know it's a more personal way of handling things but at a certain point when we weren't able to connect on the phone it seems like the hotel would have done the right thing and instead of dragging this out you would have done whatever it took to take care of your platinum SPG member no I will not be returning to your hotel and I've made my colleagues I work in the travel industry so does my partner he heads up the federal government travel office out of this part of the country and he's also make sure that his colleagues are aware of the issues and not even so much that your hotel made a mistake or had a few problems but the fact that you wouldn't take care of it you wouldn't just admit to it and make it right to me that's the key everybody makes mistakes but you got to own up to it you got to make it right and your hotel failed miserably in my opinion you shouldn't get a penny of my money and you also shouldn't be getting my points that I work hardI'm sorry if I seem a little rude at this point but I am just fed up with this I have never in my life been treated this way I'm sorry that my job and my travel schedule is inconvenient for your hotel but I'm the paying customer you should work around what works best for me you're the general manager you don't need me to tell you this again thank you for responding.*** ***
Sincerely,
*** ***

[redacted]] Sent: Tuesday, April 11, 2017 4:57 PM [redacted] Subject: File number [redacted] Good afternoon [redacted] Please accept this as our response...

to file number [redacted] As referenced in [redacted] note, we have tried to reach out to him on many occasions and have not been able to speak with him. Today I sent him an email extending an offer to remove his resort fee and gear lending fee as a sign of good faith. I will await his reply but in the meantime we will make the adjustment. Please let me know if you have any questions of concerns. Thank you. Bruce [redacted] general manager

[redacted]   Hello [redacted] This response is in response to complaint number [redacted]   As communicaed earlier, we have refunded the resort fee and gear lending fee originally charged to [redacted]  We are choosing not to refund the SPG points that Mr. [redacted] redeemed in exchange for his stay with us at The [redacted]  We consider this complaint closed.   Thank you.   [redacted]