Hilton Head Beach & Tennis Resort

To whom it may concern, This letter is in response to a second response regarding complaint #*** filed by *** *** of Kennesaw, GA. After reviewing Mr*** concerns with his stay here at the Hilton Head Beach and Tennis Resort I completely understand his
frustration and I do apologize for any inconvenienceAs Trista stated the bunkbeds are not guaranteed but we do try to accommodate every guest’s requests or needs I have credited Mr*** $I feel we have gone above and beyond to rectify Mr*** concerns. Please feel free to contact me directly at the Hilton Head Island Beach and Tennis Res Sincerely, *** ***General ManagerHilton Head Island Beach and Tennis ResortFolly Field RoadHilton Head, SC29928Tel: ###-###-####Fax: ###-###-####

Complaint: ***
I am rejecting this response because:Monica has claimed that we turned down upgrade due to location being in different unit, which is statementYes they did give us upgrade but with less sleeping capacityI had people in my room and booked a room that can accommodate peopleWhen they gave me upgrade they gave me room which can hold up to people at maxAfter that they offered me another room in different building which was downgrade and already occupied by my friendI can be on call with their manager to testify if they feel that needs to be doneThey did agree for two nights only because they were unable to provide me room which can hold peopleI did occupy room till PM because I was assured to have another comparable or better room by PMAfter we knew that we have no room I decided to vacate the place immediately. Also they have refunded $ 869, which is equal to nights stay for roomsI do ask them to give me additional $ for the night stay where they have failed to provide me room with broken bed and caused unnecessary hassle to my familyWe were not able to go to sleep till 1:AM, not to mention that kids were already at sleep and I had to move during their sleepI understand that few things can't be controlled and I would have never asked for refund if they had provided me adequate room next day.Thank you

To Whom it May Concern, We received your letter from our guest. It was unfortunate that the sleeper sofa mechanism was broken. We did everything in our power to accomodate the guest to resolve the sleeper sofa problem. We upgraded them to an ocean front that we had available.  They wanted...

to be in the same building as the other 2 reservations so we moved them again to accommodate them. Normally the guest has to pay for a night stay even when they leave early, however, we did not charge the guest for their last night stay because of the problem they had incurred. As of 7/07/16 we had refunded guest a total of $969.00 for his stay. I have refunded him an additional $31.36 to meet his disputed amount of$1000.00.We strive to give the best customer service because we realize that this is their vacation that they have worked very hard for. We want all guests to have their best vacation ever. Sincerely, [redacted]Owner Relations ManagerHilton Head Island Beach and Tennis Resort###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]