This past guest is making some accusations that are not true We tried to work with this guest up arrival and she was very upset as soon as arrived at the front desk counter When guests approach us this way, it is almost impossible to make them happy We tried to accommodate her
in sleeping rooms When she complained about both rooms, we offered to upgrade her free of charge She has also contacted me directly and I have offered yet another complimentary stay with us a second chance However, I did refund her her upgrade fees, parking fees, and pet fees She did not inform the front desk clerk that she had a pet and when housekeeping reported that she did in fact have a pet, the pet was automatically charged This is when she informed us that the pet was a service pet, so a refund was made immediately She booked a nonrefundable discounted rate reservation through *** These reservations are simply nonrefundable no matter what happens with their stay and it does state this on their confirmation when they book their room This is why I offered the gift voucher.Let me know if you have any other questions By the way, I did not see the "respond to this complaint" button anywhere.Thank you,*** *** ***General ManagerHotel Corpus Christi Bayfront*** Office*** Fax***
This past guest is making some accusations that are not true We tried to work with this guest up arrival and she was very upset as soon as arrived at the front desk counter When guests approach us this way, it is almost impossible to make them happy We tried to accommodate her
in sleeping rooms When she complained about both rooms, we offered to upgrade her free of charge She has also contacted me directly and I have offered yet another complimentary stay with us a second chance However, I did refund her her upgrade fees, parking fees, and pet fees She did not inform the front desk clerk that she had a pet and when housekeeping reported that she did in fact have a pet, the pet was automatically charged This is when she informed us that the pet was a service pet, so a refund was made immediately She booked a nonrefundable discounted rate reservation through *** These reservations are simply nonrefundable no matter what happens with their stay and it does state this on their confirmation when they book their room This is why I offered the gift voucher.Let me know if you have any other questions By the way, I did not see the "respond to this complaint" button anywhere.Thank you,*** *** ***General ManagerHotel Corpus Christi Bayfront*** Office*** Fax***