Howard Johnson Inn Hershey

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] ? Complaint: [redacted] I am rejecting this response because:I was provided information on the cancellation number I provided to Howard Johnson customer careI was not told it wasn't a valid cancellation numberI was told it was generated by the hotel when I was a no showI asked why the person at the hotel didn't tell me thatIt supported his claim that the reservation was not cancelledI was told it would be investigatedThe cancellation number was valid then but now it doesn't even exist.? I can only give the facts as I know them? I can't ask the person that cancelled the reservation as they no longer work at the hotelI really don't think it would matter at this pointThe fact remainsThe person I spoke to in the phone at Howard Johnson was very rude and didn't even try to be helpful or even niceEverything I am reading after that simply supports that his behavior is okI don't agreeIt should never be ok.? This whole thing just leaves me feeling deflatedI will not stay at a [redacted] property againThis is just my opinion.? Regards, [redacted]

May 24, 2016A search of the reservation system for the following cancellation number, [redacted] , results in the following response: "Reservation not found" (see attached)This indicates the cancellation number provided by [redacted] is not accurate and does not exist within the [redacted] Reservation SystemThis information was already explained in detail to [redacted] during her initial inquiryUnfortunately, [redacted] 's reservation was not cancelled through the proper channels as mentioned in my previous letterThis was also confirmed by [redacted] Customer Care and the General Manager of the [redacted] Hotel where her husband, [redacted] is currently employedThe GM at the [redacted] hotel confirmed the reservation was not cancelled by a [redacted] employee.The Howard Johnson Inn Hershey has assisted [redacted] in determining the status of the reservation to its full capacityWe have worked tirelessly with her and [redacted] to determine any fault in the reservation system which may conflict with [redacted] 's statementsHowever, no error was found[redacted] fails to accept that the Howard Johnson Inn Hershey cannot be held liable for cancellations that do not exist within the reservation systemShe also refuses to acknowledge the information provided by [redacted] and the [redacted] HotelNonetheless, we continue to urge [redacted] to contact [redacted] customer care and/or [redacted] Hotel for further assistance and clarificationRegards,Nishin P***, PharmD, MBAHoward Johnson Inn HersheyGeneral Manager(c) ###-###-####

May 16, 2016*** *** had made two online reservations through hojo.com for an arrival date on April 1, 2016 and departure on April 3, (two-night stay)'Employee Discount' reservations can only be made via hotel online website; any changes or modifications to such reservations must be
done by speaking with a *** Customer Care representative.Since *** *** did not arrive to the hotel on the date of arrival, the reservations were marked as a NO-SHOW, and the guest was charged for the night for both reservations ($per reservation)MsPaula Thompson contacted the hotel several days later to inquire about charges on her credit cardUpon review of the reservation System, she was informed that no cancellations were found for these reservations and hence, she was charged for a no-show*** *** was also asked to provide a cancellation confirmation number but was unable to do soShe was explained that cancellations for this reservation must be done through *** Customer Care, it was suggested she contact customer care for assistance.*** *** also filed a complaint with *** regarding the cancellation of the reservations and the penalties associated with the no-showOn 4/16/2016, *** Customer Care notified her that no cancellation was found (see attached Customer Care case notes)Furthermore, she was also informed no compensation would be given; Case was then closed.I also contacted the *** Hotel where *** *** is currently employedI had spoken with the General Manager (Jeannie Ridenour) who informed me that after review, she learned that the reservations were in fact never cancelledShe discussed this matter with *** *** and advised him of the situation*** *** was apologetic and stated he was unaware his wife was continuing to pursue this matter with *** Customer Care.Please feel free to contact me if you have any additional questions or concernsI can also be reached via mobile at ***.Regards,Nishin P.General Manager

--------- Forwarded message ----------From:
"">Revdex.com of Metro Washington DC Date: Thu, Sep 11, at 9:AMSubject: Fwd: Complaint ID ***To: *** *** ***>
---------- Forwarded message ----------
From: *** ***
Date: Wed, Sep 10, at 3:PM
Subject: Complaint ID ***
To: [email protected] you for your attention to the complaint I filed regarding Howard Johnson Inn--Hershey They have resolved the matter by re-crediting my personal bank account
Please close the the complaint
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I was provided information on the cancellation number I provided to Howard Johnson customer careI was not told it wasn't a valid cancellation numberI was told it was generated by the hotel when I was a no showI asked why the person at the hotel didn't tell me thatIt supported his claim that the reservation was not cancelledI was told it would be investigatedThe cancellation number was valid then but now it doesn't even exist. I can only give the facts as I know them I can't ask the person that cancelled the reservation as they no longer work at the hotelI really don't think it would matter at this pointThe fact remainsThe person I spoke to in the phone at Howard Johnson was very rude and didn't even try to be helpful or even niceEverything I am reading after that simply supports that his behavior is okI don't agreeIt should never be ok. This whole thing just leaves me feeling deflatedI will not stay at a *** property againThis is just my opinion.
Regards,
*** ***

May 16, 2016*** *** had made two online reservations through hojo.com for an arrival date on April 1, 2016 and departure on April 3, (two-night stay)'Employee Discount' reservations can only be made via hotel online website; any changes or modifications to such reservations must be
done by speaking with a *** Customer Care representative.Since *** *** did not arrive to the hotel on the date of arrival, the reservations were marked as a NO-SHOW, and the guest was charged for the night for both reservations ($per reservation)MsPaula Thompson contacted the hotel several days later to inquire about charges on her credit cardUpon review of the reservation System, she was informed that no cancellations were found for these reservations and hence, she was charged for a no-show*** *** was also asked to provide a cancellation confirmation number but was unable to do soShe was explained that cancellations for this reservation must be done through *** Customer Care, it was suggested she contact customer care for assistance.*** *** also filed a complaint with *** regarding the cancellation of the reservations and the penalties associated with the no-showOn 4/16/2016, *** Customer Care notified her that no cancellation was found (see attached Customer Care case notes)Furthermore, she was also informed no compensation would be given; Case was then closed.I also contacted the *** Hotel where *** *** is currently employedI had spoken with the General Manager (Jeannie Ridenour) who informed me that after review, she learned that the reservations were in fact never cancelledShe discussed this matter with *** *** and advised him of the situation*** *** was apologetic and stated he was unaware his wife was continuing to pursue this matter with *** Customer Care.Please feel free to contact me if you have any additional questions or concernsI can also be reached via mobile at ***.Regards,Nishin P.General Manager

This guest has booked a room through online Howard Johnson website through *** for arrival date 9/29/under Advance Purchase program (15% discounted rate) which is non refundable , Guest tried to cancel reservation and we informed gust that it is non cancellable reservationGuest called
Wyndham customer care for refund money and cancel reservation but due to advance purchase non refundable rate code, gust would not get money backPlease see attached paper which will show cancellation policy for reservation, so this means guest was aware about of the online advance purchase reservation cancellation policyDue to nature of reservation non cancellation policy and guest awareness about policy we will not cancel this reservation and not refund cancelation penalty amount.ThanksBakul V***Manager.CXL Policy Rate Description: PAY NOW AND SAVE Book early and save by September Receive bonus pointsThis Rate Requires Full Non-Refundable Pre-Payment and cannot be changed or cancelled If you aren't currently enrolled in Whndham Rewards, by selecting this rate, you will automatically be enrolled Wyndham Rewards is a FREE program that rewards you for your stays.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I cannot believe that this police is even legalIt is certainly not ethicalYou are taking my money for a service that I will not be using, and you will have no trouble finding another customer to take that room in my placeFurthermore, as I've stated in the initial complaint, the claim that this is non-refundable is complete nonsenseOf course you are capable of giving me a refund, the policy is not law, you are consciously CHOOSING to keep my money knowing that I will not be able to stay in the room that I reservedThis is pretty much theft and again completely unethicalI have spoken to managers of several other Howard Johnson locations who have all told me that exceptions can and have been made to cancel these supposedly non-refundable reservations as a courtesy, so again, this is something that is completely possible yet you continue to insist it cannot be done, because apparently keeping my $is more important to you than making your customers happy
Regards,
*** ***

This guest has booked a room through online Howard Johnson website through *** for arrival date 9/29/under Advance Purchase program (15% discounted rate) which is non refundable , Guest tried to cancel reservation and we informed gust that it is non cancellable reservationGuest called
Wyndham customer care for refund money and cancel reservation but due to advance purchase non refundable rate code, gust would not get money backPlease see attached paper which will show cancellation policy for reservation, so this means guest was aware about of the online advance purchase reservation cancellation policyDue to nature of reservation non cancellation policy and guest awareness about policy we will not cancel this reservation and not refund cancelation penalty amount.ThanksBakul V***Manager.CXL Policy Rate Description: PAY NOW AND SAVE Book early and save by September Receive bonus pointsThis Rate Requires Full Non-Refundable Pre-Payment and cannot be changed or cancelled If you aren't currently enrolled in Whndham Rewards, by selecting this rate, you will automatically be enrolled Wyndham Rewards is a FREE program that rewards you for your stays

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I was provided information on the cancellation number I provided to Howard Johnson customer careI was not told it wasn't a valid cancellation numberI was told it was generated by the hotel when I was a no showI asked why the person at the hotel didn't tell me thatIt supported his claim that the reservation was not cancelledI was told it would be investigatedThe cancellation number was valid then but now it doesn't even exist. I can only give the facts as I know them I can't ask the person that cancelled the reservation as they no longer work at the hotelI really don't think it would matter at this pointThe fact remainsThe person I spoke to in the phone at Howard Johnson was very rude and didn't even try to be helpful or even niceEverything I am reading after that simply supports that his behavior is okI don't agreeIt should never be ok. This whole thing just leaves me feeling deflatedI will not stay at a *** property againThis is just my opinion.
Regards,
*** ***

May 24, 2016A search of the reservation system for the following cancellation number, ***, results in the following response: "Reservation not found" (see attached)This indicates the cancellation number provided by *** *** is not accurate and does not exist within the *** Reservation SystemThis information was already explained in detail to *** *** during her initial inquiry.? Unfortunately, *** ***'s reservation was not cancelled through the proper channels as mentioned in my previous letterThis was also confirmed by *** Customer Care and the General Manager of the *** Hotel where her husband, *** *** is currently employedThe GM at the *** hotel confirmed the reservation was not cancelled by a *** employee.The Howard Johnson Inn Hershey has assisted *** *** in determining the status of the reservation to its full capacityWe have worked tirelessly with her and *** to determine any fault in the reservation system which may conflict with *** ***'s statementsHowever, no error was found.*** *** fails to accept that the Howard Johnson Inn Hershey cannot be held liable for cancellations that do not exist within the reservation systemShe also refuses to acknowledge the information provided by *** and the *** Hotel.? Nonetheless, we continue to urge *** *** to contact *** customer care and/or *** Hotel for further assistance and clarification.? Regards,Nishin P***, PharmD, MBAHoward Johnson Inn HersheyGeneral Manager(c)? ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I cannot believe that this police is even legal. It is certainly not ethical. You are taking my money for a service that I will not be using, and you will have no trouble finding another customer to take that room in my place. Furthermore, as I've stated in the initial complaint, the claim that this is non-refundable is complete nonsense. Of course you are capable of giving me a refund, the policy is not law, you are consciously CHOOSING to keep my money knowing that I will not be able to stay in the room that I reserved. This is pretty much theft and again completely unethical. I have spoken to managers of several other Howard Johnson locations who have all told me that exceptions can and have been made to cancel these supposedly non-refundable reservations as a courtesy, so again, this is something that is completely possible yet you continue to insist it cannot be done, because apparently keeping my $60 is more important to you than making your customers happy.
Regards,
[redacted]

May 24, 2016A search of the reservation system for the following cancellation number, [redacted], results in the following response: "Reservation not found" (see attached). This indicates the cancellation number provided by [redacted] is not accurate and does not exist within the [redacted] Reservation System. This information was already explained in detail to [redacted] during her initial inquiry. Unfortunately, [redacted]'s reservation was not cancelled through the proper channels as mentioned in my previous letter. This was also confirmed by [redacted] Customer Care and the General Manager of the [redacted] Hotel where her husband, [redacted] is currently employed. The GM at the [redacted] hotel confirmed the reservation was not cancelled by a [redacted] employee.The Howard Johnson Inn Hershey has assisted [redacted] in determining the status of the reservation to its full capacity. We have worked tirelessly with her and [redacted] to determine any fault in the reservation system which may conflict with [redacted]'s statements. However, no error was found.[redacted] fails to accept that the Howard Johnson Inn Hershey cannot be held liable for cancellations that do not exist within the reservation system. She also refuses to acknowledge the information provided by [redacted] and the [redacted] Hotel. Nonetheless, we continue to urge [redacted] to contact [redacted] customer care and/or [redacted] Hotel for further assistance and clarification. Regards,Nishin P[redacted], PharmD, MBAHoward Johnson Inn HersheyGeneral Manager(c) ###-###-####

Review: On August 31, 2014 I stayed at the aforementioned [redacted] for one night. My confirmed reservation was for a non-smoking room. The room (#24) was clearly used as a smoking room. I notified the main office immediately after check-in to let them know the room was unacceptable and not what I had reserved. They did not make an effort to resolve the issue at that time. Upon check out at approximately 9:15 a.m. Monday, September 1, 2014 I told the man at the desk whom I presume was the Manager, about my dissatisfaction with the room. He offered me a $20 discount on my bill, at which point he applied this credit to the my credit/debit card which is directly linked to my checking account. Upon review of my bank account information I discovered they did apply the $20 credit, but to my horror they followed up by debiting my account and took back the $20. I immediately contacted the [redacted] (9/4/14) and spoke with "Melissa" who said she would relay the information to the "owner." It seems the Manager is "out of the country" for a month. I left my work and home phone number for the owner to call me. He has not returned my call. I contacted the [redacted] again today (9/5/14) about this situation. The owner was not available. The Manager remains out of the country. My bank account is not in order. While $20 is an insignificant amount of money in the scheme of things, they were not authorized to remove the money from my account. Moreover, I expected a non-smoking room and had to endure a very stinky smoking room. Their lack of willingness to address this situation swiftly has me greatly disturbed.Desired Settlement: In all truth, I'd like to be refunded $176.49 for having received the wrong room (smoking vs. non-smoking) and the $20 they stole from my bank account. At minimum I want the $20 back.

Consumer

Response:

--------- Forwarded message ----------

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Thu, Sep 11, 2014 at 9:21 AM

Subject: Fwd: Complaint ID [redacted]

To: [redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Sep 10, 2014 at 3:22 PM

Subject: Complaint ID [redacted]

To: [email protected]

Thank you for your attention to the complaint I filed regarding Howard Johnson Inn--Hershey. They have resolved the matter by re-crediting my personal bank account.