Complaint: I am rejecting this response because: first my last name is [redacted] not [redacted] When my wife came outside crying after speaking with desk clerk I was upsetSo when I went in I had my voiced raisedI didn't say but one curse word and that was when I walked outWhen my wife spoke to [redacted] on the 15th to cancelHe told her he couldn't find a room under the name [redacted] She responded with its under [redacted] [redacted] [redacted] said okay I found itIt's cancelledSunday night only one phone call was made from [redacted] not fourMonday when my wife called and spoke with [redacted] ***He said he remembered her canceling and would take care of it and call back [redacted] did not call backAnd when we went by there to speak with themSuddenly the way he remembered her canceling was different than the actual conversation on the 15thWhat so hard to admit there was a clerical mistake in canceling and give us back our money Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:As I did NOT receive an email yesterday from [redacted] forwarded from you,you decided to allow [redacted] to LIE, CHEAT, and STEAL, and try to charge me with FRAUD, and GET AWAY WITH ALL OF IT! [redacted]
First of all We do apologies for inconvenienceThe room you booked was Studio with sea view from booking.com which we did provide you that roomThe information about the room was on booking.com, you just had to click the room and it was the only things written about room on that pageIt clearly
was written ?Bed Options: king, bunk bed Or bunk bed, queen This studio features a partial view of the Aransas Bay from the balconyIt includes cable TV with access to HBO film channelsIroning facilities and a hairdryer are also availableRoom Facilities: Balcony, TV, Cable channels, Air conditioning, Iron, Ironing facilities, Fan, Heating, Tile/Marble floor, Cleaning products, Hairdryer, Toilet, Bathroom, Bathtub or shower, Refrigerator, Microwave, Toaster, Coffee machine, Waservice, Alarm clock, Towels/Sheets (extra fee), Towels, LinensBooking.com: http://www.booking.com/hotel/us/hunt-s-castle.html?label=gen173nr-1DCAEoggJCAlhY...⇄ information above is straight from Booking.com, It was clearly written on there that "This studio features a partial view of the Aransas Bay from the balcony." this was not misleading in our advertisingIf you The Guest did not read the full description about the room, it is not misleading, it was provided on the website which they used to book their room. You could confirm the information through the link I provided you or the attachment I added, if not you can go to booking.com and search Hunts Castle Rockport Tx and click on the room type, it'll give you the information about the roomFor the extra $80, we showed guest the room which was twice as big and can sleep adults and with full kitchenWe showed them the room and let them decide which room to getBefore they went to see the room my frontdesk employee gave them the additional cost to upgrade the rom from sea view studio to water front suitThe front desk employee told they more price first which was $but when I got here and checked the price, I gave them $less and made it $Even though the regular price for the room was $448.50, we offer them $which they happily agreed to get that room for additional $at the time of check-inAbout the charges, Booking.com has policy about charges next to pricesIt was written Hotel PoliciesChildren and extra beds There is no capacity for extra beds in the roomx "Studio with Sea View"Cancellation: You will be charged the total price if you cancel your bookingPrepayment: The total price of the reservation may be charged anytime after bookingTaxes and service charges: % TAX is includedA City tax is not applicableA service charge is not applicable.This is straight from booking.comIf you would like to take a look at the booking.com policy, you can repeat the same steps that was listed for room policyAgain, If the guest did not read the full description or the policy for the reservation, then The Place is NOT AT ALL very misleading in our advertising.Again I do apologies for any inconvenience
Complaint: ***
I am rejecting this response because: on the 15th *** *** did speak with *** ***l 1stThat's when it was clarified the reservation was under *** *** and that was the one being cancelledWhen *** called back minutes later to double check She spoke to *** thenShe also spoke with *** ***l Monday by phone before she spoke to *** in personSo whatever conversations *** ***l is having *** say he didn't have on the phone He did have these conversations and now he's being untruthful about it and has *** defending her boss who is in the wrong
Regards,
*** ***
Complaint: ***
I am rejecting this response because:As I did NOT receive an email yesterday from *** *** forwarded from you,you decided to allow *** *** to LIE, CHEAT, and STEAL, and try to charge me with FRAUD, and GET AWAY WITH ALL OF IT!*** ***
*** *** came in around 5:30pm asking why her card got charged for the reservation that she had cancelled on Friday, August She called to cancel any reservation made for *** *** NOT *** ***I (***, front desk manager ) explained to *** that we checked our
system for a *** *** and there was no reservationShe did not mention that the reservation could be under her husbands name, which we did not know so *** *** still had a reservation for August 18, which he did not show and was considered a "NO SHOW"The manager *** *** tried to call four times to see what was going on before he charged the card*** said she received the calls but did not recognize the numberHer husband, *** *** also came into the office cursing and raising his voiceI *** asked him to lower his voice no one was yelling he stormed out of the officeAfter he went outside their in-laws *** *** (which stayed the night on August 18, 2014 in Hunts Castle) came in demanding a refundI calmly explained to the in_laws the reasoning in which I could not refund the money due to a no show*** then proceeded to curse me out while his wife told me it was theft and the would report it to the Revdex.com because her room was "nasty"I asked her why she didn't complain until we couldn't refund the ***They too stormed off cursing and talking loud among each other.
Thank you
Hunts Castle
***
?
On August 15, *** *** never spoke with *** ***, it was I ***(front desk) she had spoke with and she only gave me her name, when I looked in the computer system under that name there was no reservation, meaning that either it had already been canceled or there was not one under that nameI explained this to the guest she said ok and that was the end of the conversationThe guest never gave the option to check under her husbands name, and for privacy reasons we could not release the information that we had a *** *** in our systemWhen *** *** came in that following Sunday she never spoke with *** as I *** was here, when the family arrived with the complaint I pulled the paper work to see what had happenedI explained to the family why they had been chargedThere were no clerical mistakes made, the reservation was made under *** ***, the guest called and canceled a reservation for *** ***In our computer everything was done correctly as is done with every other reservation, the guest provided a name that wasn't in our system but at the time we had no way of knowing that she had a reservation under her husbands name without the request to check both names
Sincerely
Hunts Castle
***
I, *** ***, completely disagree with the guest on everything and on me being unprofessional and rudeI have been in hotel business for yearsI was never rude and unprofessionalI never talked in a lower tone or yelled at themIt is also a lie that
everything in the room and outside the room were brokenI even offered them full refund but they refused and stayedIf they thought everything was broken why did they stay, we didn’t force them to stay at our facilityAlso about bugs, we have contract with pest control to come on regular basisIf the guests would like to acquire more information on our contract and past pest control jobs at our hotel, I will be more than happy to give the guests contact number of “Home & Garden Pest Control.” It is also a lie that the sheets were dirtyWe offered them full service throughout their stay and gave them towels as requestedI do admit that elevator was out of order during their stayIt was out of our hand to fix the elevator without new partsThe weekend before their stay some kids were playing on elevator and fried the panelThe elevator company ordered new parts but it took a while to get hereIf the guests would like to acquire more additional information about elevator, I will be more then happy to give them contact information of “Nueces Elevator Company.”
Complaint:
I am rejecting this response because: first my last name is *** not ***When my wife came outside crying after speaking with desk clerk I was upsetSo when I went in I had my voiced raisedI didn't say but one curse word and that was when I walked outWhen my wife spoke to *** *** on the 15th to cancelHe told her he couldn't find a room under the name *** ***She responded with its under *** *** *** said okay I found itIt's cancelledSunday night only one phone call was made from *** *** not fourMonday when my wife called and spoke with *** ***He said he remembered her canceling and would take care of it and call back*** *** did not call backAnd when we went by there to speak with themSuddenly the way he remembered her canceling was different than the actual conversation on the 15thWhat so hard to admit there was a clerical mistake in canceling and give us back our money
Regards,
*** ***
Complaint: I am rejecting this response because: first my last name is [redacted] not [redacted] When my wife came outside crying after speaking with desk clerk I was upsetSo when I went in I had my voiced raisedI didn't say but one curse word and that was when I walked outWhen my wife spoke to [redacted] on the 15th to cancelHe told her he couldn't find a room under the name [redacted] She responded with its under [redacted] [redacted] [redacted] said okay I found itIt's cancelledSunday night only one phone call was made from [redacted] not fourMonday when my wife called and spoke with [redacted] ***He said he remembered her canceling and would take care of it and call back [redacted] did not call backAnd when we went by there to speak with themSuddenly the way he remembered her canceling was different than the actual conversation on the 15thWhat so hard to admit there was a clerical mistake in canceling and give us back our money Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:As I did NOT receive an email yesterday from [redacted] forwarded from you,you decided to allow [redacted] to LIE, CHEAT, and STEAL, and try to charge me with FRAUD, and GET AWAY WITH ALL OF IT! [redacted]
First of all We do apologies for inconvenienceThe room you booked was Studio with sea view from booking.com which we did provide you that roomThe information about the room was on booking.com, you just had to click the room and it was the only things written about room on that pageIt clearly
was written ?Bed Options: king, bunk bed Or bunk bed, queen This studio features a partial view of the Aransas Bay from the balconyIt includes cable TV with access to HBO film channelsIroning facilities and a hairdryer are also availableRoom Facilities: Balcony, TV, Cable channels, Air conditioning, Iron, Ironing facilities, Fan, Heating, Tile/Marble floor, Cleaning products, Hairdryer, Toilet, Bathroom, Bathtub or shower, Refrigerator, Microwave, Toaster, Coffee machine, Waservice, Alarm clock, Towels/Sheets (extra fee), Towels, LinensBooking.com: http://www.booking.com/hotel/us/hunt-s-castle.html?label=gen173nr-1DCAEoggJCAlhY...⇄ information above is straight from Booking.com, It was clearly written on there that "This studio features a partial view of the Aransas Bay from the balcony." this was not misleading in our advertisingIf you The Guest did not read the full description about the room, it is not misleading, it was provided on the website which they used to book their room. You could confirm the information through the link I provided you or the attachment I added, if not you can go to booking.com and search Hunts Castle Rockport Tx and click on the room type, it'll give you the information about the roomFor the extra $80, we showed guest the room which was twice as big and can sleep adults and with full kitchenWe showed them the room and let them decide which room to getBefore they went to see the room my frontdesk employee gave them the additional cost to upgrade the rom from sea view studio to water front suitThe front desk employee told they more price first which was $but when I got here and checked the price, I gave them $less and made it $Even though the regular price for the room was $448.50, we offer them $which they happily agreed to get that room for additional $at the time of check-inAbout the charges, Booking.com has policy about charges next to pricesIt was written Hotel PoliciesChildren and extra beds There is no capacity for extra beds in the roomx "Studio with Sea View"Cancellation: You will be charged the total price if you cancel your bookingPrepayment: The total price of the reservation may be charged anytime after bookingTaxes and service charges: % TAX is includedA City tax is not applicableA service charge is not applicable.This is straight from booking.comIf you would like to take a look at the booking.com policy, you can repeat the same steps that was listed for room policyAgain, If the guest did not read the full description or the policy for the reservation, then The Place is NOT AT ALL very misleading in our advertising.Again I do apologies for any inconvenience
Complaint: ***
I am rejecting this response because: on the 15th *** *** did speak with *** ***l 1stThat's when it was clarified the reservation was under *** *** and that was the one being cancelledWhen *** called back minutes later to double check She spoke to *** thenShe also spoke with *** ***l Monday by phone before she spoke to *** in personSo whatever conversations *** ***l is having *** say he didn't have on the phone He did have these conversations and now he's being untruthful about it and has *** defending her boss who is in the wrong
Regards,
*** ***
Complaint: ***
I am rejecting this response because:As I did NOT receive an email yesterday from *** *** forwarded from you,you decided to allow *** *** to LIE, CHEAT, and STEAL, and try to charge me with FRAUD, and GET AWAY WITH ALL OF IT!*** ***
*** *** came in around 5:30pm asking why her card got charged for the reservation that she had cancelled on Friday, August She called to cancel any reservation made for *** *** NOT *** ***I (***, front desk manager ) explained to *** that we checked our
system for a *** *** and there was no reservationShe did not mention that the reservation could be under her husbands name, which we did not know so *** *** still had a reservation for August 18, which he did not show and was considered a "NO SHOW"The manager *** *** tried to call four times to see what was going on before he charged the card*** said she received the calls but did not recognize the numberHer husband, *** *** also came into the office cursing and raising his voiceI *** asked him to lower his voice no one was yelling he stormed out of the officeAfter he went outside their in-laws *** *** (which stayed the night on August 18, 2014 in Hunts Castle) came in demanding a refundI calmly explained to the in_laws the reasoning in which I could not refund the money due to a no show*** then proceeded to curse me out while his wife told me it was theft and the would report it to the Revdex.com because her room was "nasty"I asked her why she didn't complain until we couldn't refund the ***They too stormed off cursing and talking loud among each other.
Thank you
Hunts Castle
***
?
On August 15, *** *** never spoke with *** ***, it was I ***(front desk) she had spoke with and she only gave me her name, when I looked in the computer system under that name there was no reservation, meaning that either it had already been canceled or there was not one under that nameI explained this to the guest she said ok and that was the end of the conversationThe guest never gave the option to check under her husbands name, and for privacy reasons we could not release the information that we had a *** *** in our systemWhen *** *** came in that following Sunday she never spoke with *** as I *** was here, when the family arrived with the complaint I pulled the paper work to see what had happenedI explained to the family why they had been chargedThere were no clerical mistakes made, the reservation was made under *** ***, the guest called and canceled a reservation for *** ***In our computer everything was done correctly as is done with every other reservation, the guest provided a name that wasn't in our system but at the time we had no way of knowing that she had a reservation under her husbands name without the request to check both names
Sincerely
Hunts Castle
***
I, *** ***, completely disagree with the guest on everything and on me being unprofessional and rudeI have been in hotel business for yearsI was never rude and unprofessionalI never talked in a lower tone or yelled at themIt is also a lie that
everything in the room and outside the room were brokenI even offered them full refund but they refused and stayedIf they thought everything was broken why did they stay, we didn’t force them to stay at our facilityAlso about bugs, we have contract with pest control to come on regular basisIf the guests would like to acquire more information on our contract and past pest control jobs at our hotel, I will be more than happy to give the guests contact number of “Home & Garden Pest Control.” It is also a lie that the sheets were dirtyWe offered them full service throughout their stay and gave them towels as requestedI do admit that elevator was out of order during their stayIt was out of our hand to fix the elevator without new partsThe weekend before their stay some kids were playing on elevator and fried the panelThe elevator company ordered new parts but it took a while to get hereIf the guests would like to acquire more additional information about elevator, I will be more then happy to give them contact information of “Nueces Elevator Company.”
Complaint:
I am rejecting this response because: first my last name is *** not ***When my wife came outside crying after speaking with desk clerk I was upsetSo when I went in I had my voiced raisedI didn't say but one curse word and that was when I walked outWhen my wife spoke to *** *** on the 15th to cancelHe told her he couldn't find a room under the name *** ***She responded with its under *** *** *** said okay I found itIt's cancelledSunday night only one phone call was made from *** *** not fourMonday when my wife called and spoke with *** ***He said he remembered her canceling and would take care of it and call back*** *** did not call backAnd when we went by there to speak with themSuddenly the way he remembered her canceling was different than the actual conversation on the 15thWhat so hard to admit there was a clerical mistake in canceling and give us back our money
Regards,
*** ***