Hotel Luxe

Hello, we appreciate the concerns addressed by *** *** during this recent visit in which his guest experience was not met by our hotelWe apologize for the inconvenience that was brought due
to communication errors with his reservation through *** and our hotelAfter contacting our *** Hotel Representative, it was recognized that we removed sales for our Non-Smoking Double Bed Rooms and replaced it with Non-Smoking King Bed Rooms on their site since we have limited availability of Double Rooms in our hotelThis is the reason why a Non-Smoking King Room was reserved as a Non-Smoking Double Bed RoomWe have cleared this error on our end with *** directly so it would longer occurAs a settlement for the inconvenience to the guest, we would agree to reimburse *** for the first night since the guest stayed in a Non-Smoking Double Bed Room and the heating unit was not sufficiently working in the room during that nightHoweve r, the guest was able to receive a Non-Smoking King Room for the second night to resolve the reservation error that was caused by both the hotel and the *** electronic communicationWe have contacted *** to inform them about the refunded amount to *** which should be also refunded amount to the guestOnce again, we apologize to the guest for the inconvenience during their visit to our hotel*** ***
*** ***

Review: I stayed at the Hotel Luxe from December * through December *. I paid for the use of a room with 1 King Sized bed. When I checked in to the hotel, I was told that although I may have requested a King size bed, the hotel didn't confirm that they would actually have one available. I showed the staff (including the [redacted]) at the front desk my Itinerary Page, showing that the reservation for the King Size bed was CONFIRMED. The front desk changed their story and said [redacted] must have made a mistake (I booked the hotel reservation through [redacted]) The Hotel [redacted] said they would not have any rooms available with a King sized bed. I was placed in a hotel room with 2 double beds. The beds were too small for me. The room did not have heat and it was cold. I was placed in a room with a King size bed, the NEXT day, AFTER I complained about the heating issue. I contacted [redacted]. They said the hotel lied. According to [redacted],when the hotel confirmed the reservation, they confirmed that they would have an available room, with the appropriate bed, on the dates requested. A [redacted] from [redacted] contacted the hotel. The hotel refused to compensate me for my inconvenience.Desired Settlement: $241.84 (75% of the 322.45 paid for hotel reservation) : I only had the use of a King-sized bed during 1/2 of my short 2 night stay, I had no heat during 1/2 of my short 2 night stay. I've been inconvenienced, through no fault of my own.

Business

Response:

Hello, we appreciate the concerns addressed by [redacted] during this recent visit in which his guest experience was not met by our hotel. We apologize for the inconvenience that was brought due to communication errors with his reservation through [redacted] and our hotel. After contacting our [redacted] Hotel Representative, it was recognized that we removed sales for our Non-Smoking Double Bed Rooms and replaced it with Non-Smoking King Bed Rooms on their site since we have limited availability of Double Rooms in our hotel. This is the reason why a Non-Smoking King Room was reserved as a Non-Smoking Double Bed Room. We have cleared this error on our end with [redacted] directly so it would longer occur. As a settlement for the inconvenience to the guest, we would agree to reimburse [redacted] for the first night since the guest stayed in a Non-Smoking Double Bed Room and the heating unit was not sufficiently working in the room during that night. Howeve r, the guest was able to receive a Non-Smoking King Room for the second night to resolve the reservation error that was caused by both the hotel and the [redacted] electronic communication. We have contacted [redacted] to inform them about the refunded amount to [redacted] which should be also refunded amount to the guest. Once again, we apologize to the guest for the inconvenience during their visit to our hotel.[redacted]