Initial Business Response /* (1000, 6, 2015/08/12) */
Thank you for your feedback,
Please find documentation attached regarding *** ***
The aatached represents screen shots of the upgrade requests made by *** *** prior to his arrivalAccording to the screen shot, *** *** made
several upgrade requestsThese are requests only until arrival to the hotel and then confirmed if any of the requests can be fullfilledThe various requests are highlighted in yellowThe request that was able to be confirmed was the hospitality suiteThe screen shot also references the additional costs if the upgrade is awardedIn the case, the additional cost is $per nightOur staff extended a gesture of goodwill where we reduced this fee by 50% as indicated on the last page of his folioIt should be very clear of what the additional costs would be as the selection was made by the guest
Kind Regards,
*** ***
General Manager
Hyatt Regency Denver Tech Center
Initial Consumer Rebuttal /* (3000, 8, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello there,
Thanks for looking in to this matterI disagree with the hotel's response for the following reasons:
1) My reservation was for a room with the King Bed for the rate of $159/ nightPlease see the attached email send me from the Hotel dated 6/12/at 10:AM for my reservation
2) My reservation was also reconfirmed by the hotel on 8/1/a couple days before my arrivalPlease see the attached email sent to me on 8/1/at 1:PM
3) Upon my arrival when the receptionist gave me the hospitality room myself and my two other collogues asked if my room rate is and different and she checked my reservation and confirmed that my hotel rate is not any different from everyone else (please note that all three of us from the same company made a reservation on the website provided by Battery power and chose the same type of room for the same rate of $159/ night)
I explained all the above points to the receptionist and the manager upon check outI also told everything to the hotel rep (her name is *** *** on the phone on August 10, (she is the one who called me first after receiving my email complaint)*** said she would communicate the issue with her directors and get back with meLater on I received an email from her on 8/10/XXXX X:XX PM telling me that they will not be able to refund my money
Once again thanks for your help and I expect this issue to be resolved soon
*** ***
Final Business Response /* (4000, 18, 2015/09/23) */
While we respectfully disagree with Mr***'s comments, we will be making the necessary adjustmentsHis reservation confirmation would always reflect what he had initially bookedWhat it would not reflect was his requests for an upgrade which we provided the bafor reviewThis is not an item that can be generated at the property level, only through his own election can it be noted
We appreciate patience while this was under reviewWe will be making the necessary changes to his account as well as documenting for future reference should upgrades be requested in the future
Kind Regards,
*** ***
General Manager
Initial Business Response /* (1000, 6, 2015/08/12) */
Thank you for your feedback,
Please find documentation attached regarding *** ***
The aatached represents screen shots of the upgrade requests made by *** *** prior to his arrivalAccording to the screen shot, *** *** made
several upgrade requestsThese are requests only until arrival to the hotel and then confirmed if any of the requests can be fullfilledThe various requests are highlighted in yellowThe request that was able to be confirmed was the hospitality suiteThe screen shot also references the additional costs if the upgrade is awardedIn the case, the additional cost is $per nightOur staff extended a gesture of goodwill where we reduced this fee by 50% as indicated on the last page of his folioIt should be very clear of what the additional costs would be as the selection was made by the guest
Kind Regards,
*** ***
General Manager
Hyatt Regency Denver Tech Center
Initial Consumer Rebuttal /* (3000, 8, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello there,
Thanks for looking in to this matterI disagree with the hotel's response for the following reasons:
1) My reservation was for a room with the King Bed for the rate of $159/ nightPlease see the attached email send me from the Hotel dated 6/12/at 10:AM for my reservation
2) My reservation was also reconfirmed by the hotel on 8/1/a couple days before my arrivalPlease see the attached email sent to me on 8/1/at 1:PM
3) Upon my arrival when the receptionist gave me the hospitality room myself and my two other collogues asked if my room rate is and different and she checked my reservation and confirmed that my hotel rate is not any different from everyone else (please note that all three of us from the same company made a reservation on the website provided by Battery power and chose the same type of room for the same rate of $159/ night)
I explained all the above points to the receptionist and the manager upon check outI also told everything to the hotel rep (her name is *** *** on the phone on August 10, (she is the one who called me first after receiving my email complaint)*** said she would communicate the issue with her directors and get back with meLater on I received an email from her on 8/10/XXXX X:XX PM telling me that they will not be able to refund my money
Once again thanks for your help and I expect this issue to be resolved soon
*** ***
Final Business Response /* (4000, 18, 2015/09/23) */
While we respectfully disagree with Mr***'s comments, we will be making the necessary adjustmentsHis reservation confirmation would always reflect what he had initially bookedWhat it would not reflect was his requests for an upgrade which we provided the bafor reviewThis is not an item that can be generated at the property level, only through his own election can it be noted
We appreciate patience while this was under reviewWe will be making the necessary changes to his account as well as documenting for future reference should upgrades be requested in the future
Kind Regards,
*** ***
General Manager