We have confirmed that the reservation was properly made by the client and communicated to the hotel for the correct dateHowever the hotel mistakenly entered the reservation for the wrong month and once discovered, it took them days to correct itWe have happily refunded the client and communicated this to him
Dear ***, Thank you for your requestLet me start by saying that I am certainly sorry that your experience with one of our agents was not satisfactoryWe have reviewed the telephone conversations with our agents and have confirmed that you initially made a booking but canceled itThough we state that refunds could take 5-days to process, our system expedited your refund within minutes after you canceledYou contacted our customer service agent and requested that she speak to [redacted] to further expedite, she declined as this is beyond her scope of duties and you were not pleased with the way the call was handled, would not end the call amicably, and therefore the call was terminatedOur call center manager contacted you from the corporate office, apologized in that we could not assist further, and provided you with a transaction number as proof of the refundI believe we have fulfilled this request as you have been contacted by the corporate office and provided with an apology in addition to expediting your refund We will continue to review the situation and make any necessary changes to improve similar interactions in the future Thank you,***Tell us why here
Hi [redacted] ,I am sorry for the inconvenience and the experience you hadAfter personally investigating I do believe there was a miscommunication as to where the booking originatedThe attachments show that our agent was correct in that our site carries the notification of the hotel's $fee, however, I cannot locate the hotel on [redacted] and thus cannot yet confirm if the resort fee is showing properly or notI will continue to investigate and make the correction if neededIn the meantime I have refunded the $resort fee to you as I do believe you are correct, and I appreciate your efforts to bring it to our attention Thank you,Matt
Complaint: [redacted] I am rejecting this response because: they are claiming that they tried to get a hold of me multiple times by phone, I only had one message from themI spoke with their rep, [redacted] , on 6/After that, she stopped answering or replying to meI don't feel like missing one of their phone calls justifies them not refunding me, especially since there's been a breakdown of communication on their part, as well Sincerely, [redacted]
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 meThe only part of the response from the business that was incorrect is that the phone states "call center is closed" not busyI called at am, 9am, 10am, pm, and pm and only ever received a message saying closedSo unless they do not work those business hours the response was incorrect and the phone system needs to be fixed Sincerely, [redacted]
Hello ***,I am sorry to hear that you were not able to cancel with a full refundI do appreciate your honesty and accountability in stating that you booked the wrong date by mistakeUnfortunately, this booking you made was stated as a 100% non refundable booking, clearly marked on the booking
page and the confirmation (see screen shot attached), thus there was no deadline to cancel with a full refund, which is why none was presentedUnfortunately, we called you immediately at 16:47:MTN time, less than minute from receiving your email but you did not answerWe made a second attempt to reach you but again you did not answer, and we did not hear back from you until the 21st, days after the date for the reservationThe contract facilitator called the hotel which declined to allow a penalty waiver, the reason being it was a non-cancelable 100% non refundable booking and it was for a date that pastOur agent communicated to you that we were willing to amend on your behalf if someone from the hotel could provide proof that someone there would waive the penalty, however you did not respondPlease understand that our contracts are clear, the hotel provides the cancellation policy via our API, and is the sole party that can waive any penaltiesIf you have something in writing from the hotel on hotel letterhead, we will be happy to provide a refundYou may fax that information to ***.Thank you,Matt G.Hotels For Everyone
Hi ***,My apologies for the troublesIt appears that you called one of our sales lines and they were unable to find your reservationI have found it, confirmed that the hotel did receive it, but to expedite, I have refunded you in fullExpect the refund to appear on your card within a few
business days, it has been processed as of today.Thank you,Matt G
Hi ***,My apologies, our call centers have been overwhelmed due to the two hurricanesEven still, our policy is to refund within 5-business days, and thus you were refunded in full on 07-Sep-16:26:MDT, transaction ID ***Once we process the refund you would
need to wait until your credit card company posts the refund.Our call centers have been open, and when you called,the message you received stated, you have received this message if all agents are busy, or if you called outside of business hours when we are closedOur agents returned your message on 9/8, the same day you left the message, and informed you that the refund had been processed. Again, my apologies, our staff has been dedicated to relocating and rebooking guests in the path of Hurricane IrmaI appreciate your patience.Sincerely,*** 2017-09-08:22:Tracy MishlerClient called and emailed, asking about refundI called her back, let her know it was processedAdvised she should see it in a few days
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Dear Mr. [redacted], I understand your frustration with the situation. Please understand that it is not in our best interest to cancel reservations. In this case, when a state of emergency is declared, we have no choice but to follow instructions as given. Our contract supplier provided us with the...
following: We want to inform you of the impending severe weather conditions affecting the [redacted] due to Hurricane Irma. Our primary concern is the safety and wellbeing of your guests; therefore, we are working around the clock to assist with reservation related issues to ensure their comfort and ease during this time. It is with deep regret that the hotel will be unable to accommodate this reservation. They have been affected or are bracing for possibly serious weather conditions of Hurricane Irma and have shut their doors for guests. They will only be servicing first responders who have gone to the area to assist with the relief effort. We wish for you to proceed to cancel the reservation and advise your guest accordingly. Unfortunately, this is the case with all hotels in the affected area, and there are no close alternatives available.Our call center manager spoke to you on the phone, and has a recorded call where you state that you had already made another booking for your father at a [redacted] hotel. We commend you for your quick action and we followed through by immediately refunding your card as no further action was required. Sincerely, [redacted]Tell us why here...
Complaint: [redacted]
I am rejecting this response because: they are claiming that they tried to get a hold of me multiple times by phone, I only had one message from them. I spoke with their rep, [redacted], on 6/21. After that, she stopped answering or replying to me. I don't feel like missing one of their phone calls justifies them not refunding me, especially since there's been a breakdown of communication on their part, as well.
Sincerely,
[redacted]
We have confirmed that the reservation was properly made by the client and communicated to the hotel for the correct date. However the hotel mistakenly entered the reservation for the wrong month and once discovered, it took them days to correct it. We have happily refunded the client and...
Hi [redacted],I am sorry for the inconvenience and the experience you had. After personally investigating I do believe there was a miscommunication as to where the booking originated. The attachments show that our agent was correct in that our site carries the notification of the hotel's $10 fee,...
however, I cannot locate the hotel on [redacted] and thus cannot yet confirm if the resort fee is showing properly or not. I will continue to investigate and make the correction if needed. In the meantime I have refunded the $10 resort fee to you as I do believe you are correct, and I appreciate your efforts to bring it to our attention. Thank you,Matt
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. The only part of the response from the business that was incorrect is that the phone states "call center is closed" not busy. I called at 8 am, 9am, 10am, 3 pm, and 4 pm and only ever received a message saying closed. So unless they do not work those business hours the response was incorrect and the phone system needs to be fixed.
Sincerely,
[redacted]
Dear [redacted], Thank you for your request. Let me start by saying that I am certainly sorry that your experience with one of our agents was not satisfactory. We have reviewed the telephone conversations with our agents and have confirmed that you initially made a booking but canceled it. Though we...
state that refunds could take 5-7 days to process, our system expedited your refund within 8 minutes after you canceled. You contacted our customer service agent and requested that she speak to [redacted] to further expedite, she declined as this is beyond her scope of duties and you were not pleased with the way the call was handled, would not end the call amicably, and therefore the call was terminated. Our call center manager contacted you from the corporate office, apologized in that we could not assist further, and provided you with a transaction number as proof of the refund. I believe we have fulfilled this request as you have been contacted by the corporate office and provided with an apology in addition to expediting your refund. We will continue to review the situation and make any necessary changes to improve similar interactions in the future. Thank you,[redacted]Tell us why here...
We have confirmed that the reservation was properly made by the client and communicated to the hotel for the correct dateHowever the hotel mistakenly entered the reservation for the wrong month and once discovered, it took them days to correct itWe have happily refunded the client and communicated this to him
Dear ***, Thank you for your requestLet me start by saying that I am certainly sorry that your experience with one of our agents was not satisfactoryWe have reviewed the telephone conversations with our agents and have confirmed that you initially made a booking but canceled itThough we state that refunds could take 5-days to process, our system expedited your refund within minutes after you canceledYou contacted our customer service agent and requested that she speak to [redacted] to further expedite, she declined as this is beyond her scope of duties and you were not pleased with the way the call was handled, would not end the call amicably, and therefore the call was terminatedOur call center manager contacted you from the corporate office, apologized in that we could not assist further, and provided you with a transaction number as proof of the refundI believe we have fulfilled this request as you have been contacted by the corporate office and provided with an apology in addition to expediting your refund We will continue to review the situation and make any necessary changes to improve similar interactions in the future Thank you,***Tell us why here
Hi [redacted] ,I am sorry for the inconvenience and the experience you hadAfter personally investigating I do believe there was a miscommunication as to where the booking originatedThe attachments show that our agent was correct in that our site carries the notification of the hotel's $fee, however, I cannot locate the hotel on [redacted] and thus cannot yet confirm if the resort fee is showing properly or notI will continue to investigate and make the correction if neededIn the meantime I have refunded the $resort fee to you as I do believe you are correct, and I appreciate your efforts to bring it to our attention Thank you,Matt
Complaint: [redacted] I am rejecting this response because: they are claiming that they tried to get a hold of me multiple times by phone, I only had one message from themI spoke with their rep, [redacted] , on 6/After that, she stopped answering or replying to meI don't feel like missing one of their phone calls justifies them not refunding me, especially since there's been a breakdown of communication on their part, as well Sincerely, [redacted]
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 meThe only part of the response from the business that was incorrect is that the phone states "call center is closed" not busyI called at am, 9am, 10am, pm, and pm and only ever received a message saying closedSo unless they do not work those business hours the response was incorrect and the phone system needs to be fixed Sincerely, [redacted]
Hello ***,I am sorry to hear that you were not able to cancel with a full refundI do appreciate your honesty and accountability in stating that you booked the wrong date by mistakeUnfortunately, this booking you made was stated as a 100% non refundable booking, clearly marked on the booking
page and the confirmation (see screen shot attached), thus there was no deadline to cancel with a full refund, which is why none was presentedUnfortunately, we called you immediately at 16:47:MTN time, less than minute from receiving your email but you did not answerWe made a second attempt to reach you but again you did not answer, and we did not hear back from you until the 21st, days after the date for the reservationThe contract facilitator called the hotel which declined to allow a penalty waiver, the reason being it was a non-cancelable 100% non refundable booking and it was for a date that pastOur agent communicated to you that we were willing to amend on your behalf if someone from the hotel could provide proof that someone there would waive the penalty, however you did not respondPlease understand that our contracts are clear, the hotel provides the cancellation policy via our API, and is the sole party that can waive any penaltiesIf you have something in writing from the hotel on hotel letterhead, we will be happy to provide a refundYou may fax that information to ***.Thank you,Matt G.Hotels For Everyone
Hi ***,My apologies for the troublesIt appears that you called one of our sales lines and they were unable to find your reservationI have found it, confirmed that the hotel did receive it, but to expedite, I have refunded you in fullExpect the refund to appear on your card within a few
business days, it has been processed as of today.Thank you,Matt G
Hi ***,My apologies, our call centers have been overwhelmed due to the two hurricanesEven still, our policy is to refund within 5-business days, and thus you were refunded in full on 07-Sep-16:26:MDT, transaction ID ***Once we process the refund you would
need to wait until your credit card company posts the refund.Our call centers have been open, and when you called,the message you received stated, you have received this message if all agents are busy, or if you called outside of business hours when we are closedOur agents returned your message on 9/8, the same day you left the message, and informed you that the refund had been processed. Again, my apologies, our staff has been dedicated to relocating and rebooking guests in the path of Hurricane IrmaI appreciate your patience.Sincerely,*** 2017-09-08:22:Tracy MishlerClient called and emailed, asking about refundI called her back, let her know it was processedAdvised she should see it in a few days
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Dear Mr. [redacted], I understand your frustration with the situation. Please understand that it is not in our best interest to cancel reservations. In this case, when a state of emergency is declared, we have no choice but to follow instructions as given. Our contract supplier provided us with the...
following: We want to inform you of the impending severe weather conditions affecting the [redacted] due to Hurricane Irma. Our primary concern is the safety and wellbeing of your guests; therefore, we are working around the clock to assist with reservation related issues to ensure their comfort and ease during this time. It is with deep regret that the hotel will be unable to accommodate this reservation. They have been affected or are bracing for possibly serious weather conditions of Hurricane Irma and have shut their doors for guests. They will only be servicing first responders who have gone to the area to assist with the relief effort. We wish for you to proceed to cancel the reservation and advise your guest accordingly. Unfortunately, this is the case with all hotels in the affected area, and there are no close alternatives available.Our call center manager spoke to you on the phone, and has a recorded call where you state that you had already made another booking for your father at a [redacted] hotel. We commend you for your quick action and we followed through by immediately refunding your card as no further action was required. Sincerely, [redacted]Tell us why here...
Complaint: [redacted]
I am rejecting this response because: they are claiming that they tried to get a hold of me multiple times by phone, I only had one message from them. I spoke with their rep, [redacted], on 6/21. After that, she stopped answering or replying to me. I don't feel like missing one of their phone calls justifies them not refunding me, especially since there's been a breakdown of communication on their part, as well.
Sincerely,
[redacted]
We have confirmed that the reservation was properly made by the client and communicated to the hotel for the correct date. However the hotel mistakenly entered the reservation for the wrong month and once discovered, it took them days to correct it. We have happily refunded the client and...
communicated this to him.
Hi [redacted],I am sorry for the inconvenience and the experience you had. After personally investigating I do believe there was a miscommunication as to where the booking originated. The attachments show that our agent was correct in that our site carries the notification of the hotel's $10 fee,...
however, I cannot locate the hotel on [redacted] and thus cannot yet confirm if the resort fee is showing properly or not. I will continue to investigate and make the correction if needed. In the meantime I have refunded the $10 resort fee to you as I do believe you are correct, and I appreciate your efforts to bring it to our attention. Thank you,Matt
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. The only part of the response from the business that was incorrect is that the phone states "call center is closed" not busy. I called at 8 am, 9am, 10am, 3 pm, and 4 pm and only ever received a message saying closed. So unless they do not work those business hours the response was incorrect and the phone system needs to be fixed.
Sincerely,
[redacted]
Dear [redacted], Thank you for your request. Let me start by saying that I am certainly sorry that your experience with one of our agents was not satisfactory. We have reviewed the telephone conversations with our agents and have confirmed that you initially made a booking but canceled it. Though we...
state that refunds could take 5-7 days to process, our system expedited your refund within 8 minutes after you canceled. You contacted our customer service agent and requested that she speak to [redacted] to further expedite, she declined as this is beyond her scope of duties and you were not pleased with the way the call was handled, would not end the call amicably, and therefore the call was terminated. Our call center manager contacted you from the corporate office, apologized in that we could not assist further, and provided you with a transaction number as proof of the refund. I believe we have fulfilled this request as you have been contacted by the corporate office and provided with an apology in addition to expediting your refund. We will continue to review the situation and make any necessary changes to improve similar interactions in the future. Thank you,[redacted]Tell us why here...
I have communicated with [redacted] and we are working to improve communications with the Corporate group. Thanks for letting us know![redacted]