In regards to the complaint filed by Ms***,the policyof our hotel is listedon the website and is plainly delivered upon bookingon any website or by phoneWe require a Credit Card on file with at least a depositauthorization available of $for any incidental charges.As Ms*** explainsin detail,she was provided leniency in regards to this rule on her previous stayHowever it was explainedto her during her previousstay that this was a special exception, and that if she was to return, we would require aCredit CardThe hotel attempted to accommodate Ms [redacted] and her family,understanding that she works long hours,we wanted to make an exception for her the firsttime onlyRene put her job on the line in violating the requirement of a Credit Card on file during Ms***'s first stayIt is understandable that our guest was frustrated that we could not accommodate her,however, she must be understanding on the position that she was putting Rene in, when she had been kind enoughto accommodate her the first timeMs [redacted] was explained to clearlythat the exception was made on Rene's behalf to accommodate her without aCredit Card ONLY during her first stayWe are sincerelyapologetic that Ms [redacted] feels a lack of hospitality on our behalf, however the information was provided to her before she made her booking and on her previousstayThis is a company policy required by ownership and management inorder to protect the businessWe are just sorry that it negatively affected one of our guests,and inconvenienced her to the extentthat she felt our team was being rude, when they were simply following procedure, and attempting to explain their dilemma to Ms***We appreciate the feedback,however this policyis non-negotiable as it puts our business in jeopardyIt is important to be able to locate guests and have a Credit Card to back up any issues, damagesor incidental chargesthat may arise.Mahalo,Mariah D [redacted]
In regards to the complaint filed by Ms. [redacted],the policyof our hotel is listedon the website and is plainly delivered upon bookingon any website or by phone. We require a Credit Card on file with at least a depositauthorization available of $100 for any incidental charges.As Ms. [redacted]...
explainsin detail,she was provided leniency in regards to this rule on her previous stay. However it was explainedto her during her previousstay that this was a special
exception, and that if she was to return, we would require aCredit Card. The hotel attempted to
accommodate Ms. [redacted] and her family,understanding that she works long hours,we wanted to make an exception for her the firsttime only. Rene put her job on the line in violating the requirement of a Credit Card on file during Ms. [redacted]'s first stay. It is understandable that our guest was frustrated that we could not accommodate her,however, she must be understanding
on the position that she was putting Rene in, when she had been kind enoughto accommodate her the first time. Ms. [redacted] was explained to clearlythat the exception was made on Rene's behalf to accommodate her without aCredit Card ONLY during her first stay. We are sincerelyapologetic that Ms. [redacted] feels a
lack of hospitality on our behalf, however the information was
provided to her before she made her booking and on her previousstay. This is a company policy
required by ownership and management inorder to protect the business. We are just sorry that it negatively affected one of our guests,and inconvenienced her to the extentthat she felt our team was being rude, when they were simply following procedure, and attempting to explain their dilemma to Ms. [redacted]. We appreciate the feedback,however this policyis non-negotiable as it puts our business in jeopardy. It is important to be able to locate guests and have a Credit Card to back up any issues, damagesor incidental chargesthat may arise.Mahalo,Mariah D[redacted]
Complaint: [redacted]
I am rejecting this response because:
I am very upset and blown away that they would have a response like that. I know what rude customer service is and I want that lady that worked that night that said she smiled at me first thing to go back on their camera of that very day and put her on a LIE DECETOR TEST THATS HOW MUCH IM SURE OF HER RUDE BAD ATTITUDE. And they didn't just help me with a cash deposit once they did it for me 5 other times as well.
Sincerely,
[redacted]
In regards to the complaint filed by Ms***,the policyof our hotel is listedon the website and is plainly delivered upon bookingon any website or by phoneWe require a Credit Card on file with at least a depositauthorization available of $for any incidental charges.As Ms*** explainsin detail,she was provided leniency in regards to this rule on her previous stayHowever it was explainedto her during her previousstay that this was a special exception, and that if she was to return, we would require aCredit CardThe hotel attempted to accommodate Ms [redacted] and her family,understanding that she works long hours,we wanted to make an exception for her the firsttime onlyRene put her job on the line in violating the requirement of a Credit Card on file during Ms***'s first stayIt is understandable that our guest was frustrated that we could not accommodate her,however, she must be understanding on the position that she was putting Rene in, when she had been kind enoughto accommodate her the first timeMs [redacted] was explained to clearlythat the exception was made on Rene's behalf to accommodate her without aCredit Card ONLY during her first stayWe are sincerelyapologetic that Ms [redacted] feels a lack of hospitality on our behalf, however the information was provided to her before she made her booking and on her previousstayThis is a company policy required by ownership and management inorder to protect the businessWe are just sorry that it negatively affected one of our guests,and inconvenienced her to the extentthat she felt our team was being rude, when they were simply following procedure, and attempting to explain their dilemma to Ms***We appreciate the feedback,however this policyis non-negotiable as it puts our business in jeopardyIt is important to be able to locate guests and have a Credit Card to back up any issues, damagesor incidental chargesthat may arise.Mahalo,Mariah D [redacted]
In regards to the complaint filed by Ms. [redacted],the policyof our hotel is listedon the website and is plainly delivered upon bookingon any website or by phone. We require a Credit Card on file with at least a depositauthorization available of $100 for any incidental charges.As Ms. [redacted]...
explainsin detail,she was provided leniency in regards to this rule on her previous stay. However it was explainedto her during her previousstay that this was a special
exception, and that if she was to return, we would require aCredit Card. The hotel attempted to
accommodate Ms. [redacted] and her family,understanding that she works long hours,we wanted to make an exception for her the firsttime only. Rene put her job on the line in violating the requirement of a Credit Card on file during Ms. [redacted]'s first stay. It is understandable that our guest was frustrated that we could not accommodate her,however, she must be understanding
on the position that she was putting Rene in, when she had been kind enoughto accommodate her the first time. Ms. [redacted] was explained to clearlythat the exception was made on Rene's behalf to accommodate her without aCredit Card ONLY during her first stay. We are sincerelyapologetic that Ms. [redacted] feels a
lack of hospitality on our behalf, however the information was
provided to her before she made her booking and on her previousstay. This is a company policy
required by ownership and management inorder to protect the business. We are just sorry that it negatively affected one of our guests,and inconvenienced her to the extentthat she felt our team was being rude, when they were simply following procedure, and attempting to explain their dilemma to Ms. [redacted]. We appreciate the feedback,however this policyis non-negotiable as it puts our business in jeopardy. It is important to be able to locate guests and have a Credit Card to back up any issues, damagesor incidental chargesthat may arise.Mahalo,Mariah D[redacted]
Complaint: [redacted]
I am rejecting this response because:
I am very upset and blown away that they would have a response like that. I know what rude customer service is and I want that lady that worked that night that said she smiled at me first thing to go back on their camera of that very day and put her on a LIE DECETOR TEST THATS HOW MUCH IM SURE OF HER RUDE BAD ATTITUDE. And they didn't just help me with a cash deposit once they did it for me 5 other times as well.
Sincerely,
[redacted]