Hotel Guest Connections, LLC

I certainly apologize for the delays that this customer has experiencedNormally, these projects are completed on timeDue to a family emergency, I personally have not been in the office for over a monthI will make sure that someone in the office contacts all of the advertisers and this hotel manager this week and that the exact status of this project is made known I assure you that these packets will be delivered soon

First I want to apologize for the delay in responding to this complaintI have been waiting to hear back from both our representative that worked with this client as well as the results of our own investigation as to if, and when the packets were, in fact delivered to the hotelOur records show
that the packets were printed and shippedIf, for any reason, they were not delivered, of course we will refund this gentleman's money.We work with hundreds of hotels nationwide and it is very unusual for packets to not arrive at the hotelOn occasion, we have found that a hotel did receive their packets and they were found, still unopened, in the office under a desk or such.Please know that I will be providing the results of our investigation soon and we will make sure this issue is taken care ofWe appreciate all of our customers and will take whatever steps needed to rectify this as soon as possible. David B***National Sales Manager

First of all, I want to extend my sincere apologies for the lack of communication from our sales representative, Ms*** and/or our company.All of our sales representatives are Independent Contractors and as such, we depend on them to handle all of their customers on a local basis and in a
straightforward and honest manner.I was never personally notified by Ms*** that this problem existed but I assure you I will find out what happened to your order and I will get this resolved immediately. You can expect a call from me within hrs, which will give me the time necessary to speak with Ms*** and the production department.Thank you for your patience while I research this and rest assured this will be resolved.David B***National Sales ManagerHotel Guest Connections, LLC

I have since talked with Mr *** and assured him that he will be receiving his packets soonIt has only been about weeks since the artwork was approved and this is within out time frame.I appreciate Mr***'s concern but he will receive his packets as soon as possible.David
B***National Sales Manager

As I have already stated, this gentleman was not mistreated in any wayHis refund has already been submitted to our credit card company and he is receiving a refundWe can not control how long the credit card companies take to resolve this, but it is being handled.Any issues he may have with his local representative is between him and the representativeOur contract with this client clearly states that the agreement can not be cancelled once signed and that any additional details between the representative and the customer must be in writing and part of the contract.This customer used a lot of our time in the design process and then decided to back out of the agreement we had with himSo, if anyone is out money here, it would be us.David B***National Sales Manager

I am truly sorry for the delays that this customer has experienced However, it is not true that she has been ignoredShe has called the office several times and talked to our customer service lady and I have also personally talked with her and tried to explain to her that we are working on
her project and that it will be ready to ship out soon.Her sales representative, Mike C***, is an honest person and neither he, or anyone here at the company, has misled this customer in any way.Her project is taking a little longer than out production time, but that happens from time to time because of the time it may take one of our representatives to sell all the ads on the packet as well as production delays that happen from time to time. Our ad agreement NEVER spells out a specific date that the packets will be delivered to a hotel, for just for the reasons just statedWe do not start counting the time the advertising is to be in place until the packets have been delivered to the hotelThen, they stay there for a full months, so this customer is still going to get a full months worth of advertising, as promised under our contract when her.We have hundreds and hundreds of customers nationwide and we are proud of our program, product and salespeopleWe do our best to keep our advertisers happySome people sadly, no matter how hard we try, are never happyNothing is ever right and they accuse us of things that simply are not true.When these packets are completed with her advertisement on them, they will be shipped to the hotel as promisedI will personally mail this customer a sample once they are completed.David B***National Sales ManagerHotel Guest Connections, LLC

We have tried very hard to secure an advertiser for her room keys, but as of today, we have not been able to get an advertiser to purchase the room keys for her property We had two businesses interested and both asked for more time to make the purchase, but both fell through.Since this
is the case, we will be more than happy to reimburse the hotel for the two room nights that our salesperson used.We appreciate ***'s willingness to work with us and I offer my sincere apologies that our salesperson was not able to secure a sponsor for her keys

Most of what this gentleman is saying, is completely falseWe designed his card and he approved the proofWe spent a lot of extra time in the art department to get everything the way he wanted itThen, he expected everything to be printed yesterdayWe explained that it takes a
certain amount of time to print He became angry and demanded a refundWhat he is saying about us charging his credit card without his permission is ludicrous, to say the leastWe can ONLY charge a credit card if the customer gives the sales representative the credit card information for the amount spelled out on the agreement.I want nothing to do with this type of customerHis money has already refunded by our credit card company and he can take his business elsewhere We have hundreds and hundreds of customers nationwide that are reasonable and honest people, and those are the ones we want to do business with.David B***National Sales ManagerHotel Guest Connections, LLC

I have looked into this situationThe customer approved his proof the end of JanuaryThese packets were printed and shipped, however, the boxes can not be accounted forWe are going to have to reprint these packets and ship them out again This process will take between to weeks As soon as we verify that the reprinted packets have been delivered to the hotel, we will let our customer know.Our advertising agreement that the customer signed, states that the agreement can not be cancelled and that they will have one full year of advertising once the packets are deliveredHowever, if the packets are not delivered within the three to four week time schedule, I will make sure that this customer receives a full refund. I will personally follow the progress made on getting this resolved as quickly as possible. Thank you, David B***National Sales Manager

Complaint: ***
I am rejecting this response because: Your failure to provide any real resolution to my issueThe General Manager of the Hotel has assured me that the packets have never arrived and I have no reason not to believe herShe has told me that she has tried to contact the company and has only gotten the run aroundHer large corporate company is only out free room rental for a few nights that they traded with MrC*** so she probably has better things to worry aboutIt has cost my small business precious working capital in the form of real moneyPlease refund my money at once and put and end to this
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: ***
I am rejecting this response because:I was trying to contact the rep by phone calls and emails and no response what so everyour company is still trying to collect the money from the bank even without delivering the marketing prints on a timely mannerof course after days plus of not hearing from your company I will get angry and request a refundPLUS your rep took $worth of merchandise and did not pay for it.I will appreciate if you advise your rep to come and PAY my $as well.I spend 30K a year in billboard advertising and very happy with them
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. Reimbursement for the rooms used will be acceptable. All I asked for was communication. I should not have to hunt them down to try to get an answer. They should have been more forthcoming and not make promises that they cannot keep. Thank you for your time.
Regards,
[redacted]

This is the only contract copy I have. Dave used a blank check to make an EFT payment at time of sale.

I have been in touch with [redacted] personally and explained to them that we are working hard to resolve this with the local hotel. The current management of the hotel has not approved the artwork for their packet despite many requests on our part. I have explained to [redacted], that as soon as...

the hotel approved their artwork, we can proceed to printing the packets. I also explained to this customer, that in the event the hotel does not approve the packet soon, our contract with our advertisers, allows for us to switch their ad to another similar hotel in the area.  If we can not secure anther hotel in their area, we will of course refund her money, but we need to explore all options associated with the hotel first. We work with hundreds of hotels nationwide and almost never have a delay due to the hotel management's slow responses. When a advertiser places their ad with us, it is typically for a 12 month period of time. But, that 12 month period of time does not begin until the hotel has the packets and begins distributing them. So, in this case, despite the delays, the advertiser will still receive a full 12 months of distribution by the hotel.I am truly sorry for this advertiser's concern and I understand their frustration, but I will need a couple more weeks to determine the exact status of the hotel involved and to see if we will need to switch the advertiser to a new hotel. One way or another this will be resolved soon.David B[redacted]National Sales Manager

Complaint: [redacted]
I am rejecting this response because: This Company just continues to give the run around. All I want is a refund due to them not fulfilling the contract in a timely manner as promised. I will now make it my mission to personally inform EVERY hotel in this city about this company and their deceitful practices. You will never get another hotel in this city. I hope the $700 bucks was worth your reputation and any future business.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

I certainly apologize for the delays that this customer has experienced. Normally, these projects are completed on time. Due to a family emergency, I personally have not been in the office for over a month. I will make sure that someone in the office contacts all of the advertisers and this hotel...

manager this week and that the exact status of this project is made known.  I assure you that these packets will be delivered soon.