Hub & Spoke Diner

This is in reference to the captioned dispute reference numberMrs [redacted] made a reservation [redacted] for an arrival on October for nightMrs [redacted] elected to reserve our advance purchase rate, and her card was charged on October To receive the steep discount associated with the stay, Mrs [redacted] was informed that the credit card would be charged between the time of booking and her arrivalShe was also told that cancelling her reservation would result in the forfeiture of her depositEven with this knowledge, Mrs [redacted] elected to cancel her room on October 24, the day of her scheduled arrivalTherefore, in accordance with the policies and procedures Mrs [redacted] agreed to when she made her reservation, there will be no refunds to the credit cardPlease also note, she has complained to our Corporate Guest Relations Department and I have included a copy of the documentation in this rebuttalOur Corporate Guest Relations Department issued a check for $already to Mrs [redacted] Yours sincerely,Kevin S***, Assistant General Manager

Dear Sir/Madam:RE: Case [redacted] This is in reference to the captioned dispute reference number.Mrs [redacted] made reservations through booking.com for an arrival on October 5, for nights Mrs [redacted] selected our advance purchase rate, and booking.com displayed the following on teir website: "The total price of the reservation may be charged anytime after booking Please not, if cancelled, modified or in case of no-show, the total price of the reservation will be charged" On August 25, the credit card was charged for the full amount of the stay in accordance with the above policies Therefore, in accordanc with the policies and procedures Mrs [redacted] agreed to when she made her reservation, there will be no refunds to the credit card.Please also note, she has complained to our Corporate Guest Relations Department and has initiated Chargeback Proceedings with her credit card.Sincerely,Kevin J S*Assistant General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI would like to state that it took At least phone calls to the corporate office and over a week to get some type of resolution to the problemNo one ever called me back within the 48hr time that I was promised to clear the situationThey want customer to abide by their guidelines and policy but don't adhere to the policy themselves
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As I stated earlier, I called immediately on July 7th and cancelled the reservation with the Holiday Inn property itself. I explained those were not the dates I needed and the staff member said it was cancelled, as well as booking.com. Kevin S*** has stated several comments in his emails that were wrong as listed below:1. Holiday Inn's cancellation policy states any reservation may be cancelled by 6PM the evening before the reservation - in this case, October 5th.2. He refers to booking.com webpage that says it is a prepaid reservation, but the ones I printed out from the reservation say nothing about prepaid and non-refundable.3. Seriously, it is unbelievable to me that a corporation as large as Holiday Inn would lose a customer over $but to this customer it is a lot.I want this to be ended and not have to worry about them taking money from my account without my permission
Regards,
*** ***

This is in reference to the captioned dispute reference number. Mrs. [redacted] made a reservation [redacted] for an arrival on October 24 for 1 night. Mrs. [redacted] elected to reserve our advance purchase rate, and her card was charged on October 17. To receive the steep discount associated...

with the stay, Mrs. [redacted] was informed that the credit card would be charged between the time of booking and her arrival. She was also told that cancelling her reservation would result in the forfeiture of her deposit. Even with this knowledge, Mrs. [redacted] elected to cancel her room on October 24, the day of her scheduled arrival. Therefore, in accordance with the policies and procedures Mrs. [redacted] agreed to when she made her reservation, there will be no refunds to the credit card. Please also note, she has complained to our Corporate Guest Relations Department and I have included a copy of the documentation in this rebuttal. Our Corporate Guest Relations Department issued a check for $50.00 already to Mrs. [redacted]. Yours sincerely,Kevin S[redacted], Assistant General Manager

Dear Sir/Madam:RE: Case[redacted]This is in reference to the captioned dispute reference number.Mrs. [redacted] made reservations through booking.com for an arrival on October 5, 2016 for 2 nights.  Mrs. [redacted] selected our advance purchase rate, and booking.com displayed the following on teir...

website: "The total price of the reservation may be charged anytime after booking.  Please not, if cancelled, modified or in case of no-show, the total price of the reservation will be charged".  On August 25, the credit card was charged for the full amount of the stay in accordance with the above policies.  Therefore, in accordanc with the policies and procedures Mrs. [redacted] agreed to when she made her reservation, there will be no refunds to the credit card.Please also note, she has complained to our Corporate Guest Relations Department and has initiated Chargeback Proceedings with her credit card.Sincerely,Kevin J S[redacted]Assistant General Manager

October 18, 2016 FAX: 317-488-2224   Holiday Inn Express & Suites: Indianapolis W - Airport Area 5855 Rockville Road Indianapolis, IN 46224 Phone: 317-554-0900 Fax: 317-247-5944   Revdex.com 151 N Delaware Street #2020 Indianapolis, IN 46204-2599 Dear Sir/Madam, RE: Case [redacted]   This is in reference to the captioned dispute reference number.   Mrs. [redacted] made reservations through booking.com for an arrival on October 5, 2016 for 2 nights. Mrs. [redacted] selected our advance purchase rate, and booking.com displayed the following on their website: "The total price of the reservation may be charged anytime after booking. Please note, if canceled, modified or in case of no-show, the total price of the reservation will be charged." On August 25, the credit card was charged for the full amount of the stay in accordance with the above policies.   I would like to address Ms. [redacted]' response here: 1.                Under most circumstances, our cancellation deadline Is 4PM day of arrival. On dates where we have significant demand, our cancellation deadlines do fluctuate. For instance, the FFA Convention has a 45 day cancellation. The Indy 500 weekend has a 30 day cancellation. We require a full prepayment at the time the cancellation deadline passes. Selecting the Advance Purchase rate requires a full pre-payment as a condition of the reservation. While a guest is able to cancel the reservation, by doing so does result in forfeiture of their deposit. 2.                In order for Ms. [redacted] to have received the rate she did, she would have had to reserve our Advance Purchase rate. 3.                Almost all Holiday Inn hotels are independently owned and operated. Most companies have no more than five hotels in their portfolio.   Therefore, in accordance with the policies and procedures Mrs. [redacted] agreed to when she made her reservation, there will be no refunds to the credit card.   Please also note, she has complained to our Corporate Guest Relations Department and has initiated Chargeback proceedings with her credit card, and I have Included copies of each in this rebuttal. Please be aware that Guest Relations and our Credit Card Processor both found in favor of the hotel. Guest Relations Executive Review Team stated that "I appreciate the additional details you have provided and fully support your decision to not refund Ms. [redacted] reservation as it was pre-paid reservation". We have not heard back from the Credit Card Processor after submitting our response. This is indicative of a favorable response.   Asistant General Manager Holiday Inn Express & Suites 5855 Rockville Road Indianapolis IN 46224 Tel: 317-514-0900