Complaint: [redacted] I am rejecting this response because:It is true that we checked in After checking in we went to checkout the room We spent about seconds in it, stepped out of the room, closed the door and left the hotel Nothing was touched, turned on nor used We were in disbelief at what we saw He says that the room did not smell like cigarette smoke, but it did(even though it was a smoke free room) Of course he is gonna say it didn't smell bad, he is gonna try to say and do anything to keep the money we gave him as payment for the roomIf you go to Expedia.com reviews of this hotel, you will find that I am not the only one with a complaint like this There are others very similar to my complaintOf course he is going to deny everything A good, professional, intelligent and educated business man would admit to his wrong doings and respect a customers complains, fix the problem and make the customer happy and satisfied He is none of those things He says I did not call after leaving the room He is lying again I called about hours after leaving the hotel and spoke with a female I told her why I wanted a refund and she denied That's when I then called Expedia to see if they could help They couldn't I then called back to the hotel and that is when I spoke to him( [redacted] ) In a nice, calm and educated manner I asked for a refund I explained to him that I understood about the hours prior to check in refund policy but that in my case that did not matter How am I supposed to cancel reservations prior to checking in if I haven't seen the room yet in person? I proceeded to explain to him that he needs to realize that I am a customer and as a customer I am very dissatisfied with the room and that he should take that into consideration and respect me as a customer He began to get agitated, frustrated and angry and started yelling at me on the phone He then threatened me, said he was gonna call the police I did not go back to the hotel after that We ended up staying somewhere else for the night In the morning we stopped by and dropped off his key to the room The reason I did not go back the day before was because this man was so mad on the phone and I did not know what to expect from him I was concerned for my children and their safety and I did not want for them to witness or get involved with this man So for the safety of my family, I decided to let this man cool off, drop off key in the morning and complain through Revdex.com in a legitimate, more civilized mannerNow he says that he told us to go over to the hotel room and show him what was wrong with it, that is not true I was the one who told him to go into the room and check it out himself I Told him that It is untouched and we left it just the way it was at check in He then said that it is against hotel rules and that he could not go into the room to check it because we were not in the room I thought to myself, well, if he can't do that, then why do cleaning ladies go into the rooms to clean it when the the customer is not there Don't they enter the rooms to see if more towels, soaps etcare needed? Don't they go in to make the beds while customer is out? I did not understand why he could not go in to check the room after I asked him to do so so that he could see that we did not use it He says that we went the next morning to turn in key and that that means that we were in the room I am 100% sure that he is aware of the fact that we were not in the room all day and night How does he know that? Well because again, the room was exactly the way it was when we checked in to go see it I am positively sure that a cleaning lady did not have to clean that room the next morning because again, it was exactly the same way it was when we left Untouched! He also says that we did not go right away to complain after we saw the room The reason we did not go right away was because prior to checking in, we stepped into the office to check in and no one was in the office We had to wait about to minutes before anyone could check us in After checking out the room, we decided to leave and call later to cancel because we had other very important things to take care of, we were pressed for time We could not waste any time waiting another 15-minutes for someone to come to the office In a way, it would have been a waste of time for us anywayHe would have said that we were supposed to cancel hours prior to check in anyways and most likely deny a refund We did not have time to waitHe says he is extremely sorry that he could not give me a refund After the way he spoke to me on the phone and threatened us with police, "sorry" was never mentioned in the conversation and it was never in his vocabulary He is sorry now because of this complaint He was extremely impolite, unprofessional and extremely rude I believe I deserve my money back because plainly and simple, the room was never usedI also asked for a partial refund and he refused I also believe I should get my refund because I was a customer who paid for services that were not rendered as described on the internet Pictures are misleading and I see it as advertisement The rooms are nothing like the pictures He forgot to post pictures of the filthy carpet, snagged comforters and spotted bed sheets Also the huge on the right hand corner of the webpage has to be deleted because it is misleading I believe it is a way to con customers to book this hotel Extremely Disappointed Consumers, [redacted] / [redacted] ***
Complaint: [redacted] I am rejecting this response because: We never used the room and because we did not use the room I deserve my money backwhen you go to a store and you buy an item frim that store, you go home and you just did not like how it fits or looks, you go back to store and return it as long as the item is not worn, and everything is in tact, you will get what you paid back Now, I have a question for hotel [redacted] : Did you or any of the cleaning staff have to clean the room we paid for the following day or after we turned in the room key?Why and why not? Regards, [redacted] / [redacted] ***
Revdex.com Corporate office La Posada Drive DEC18, Austin ,TX ID: [redacted] Dear sir or madam We are extremely sorry to hear about our guest were not happy at our La Villita inn When guest check in, they didn’t say anything about not liking the placeThey got their room key and went in the room and never came back to the office, so how do we know if they were not happyIf they had so many things to do ,they should still come to the office first and let us know what’s wrong with the room which they never did, after hours she call and ask me that what is our refund policy and I told her it is hours prior to check in and she ask me for refund I told her, it’s already about three hours we can’t give you refund and she still did not complain me about cleanliness then she call expedia and they call at hotel, we had same answer, we can’t give refund then last around pm guest call and ask for refund then we told them come to the hotel and show us what is wrong with the room which they never cameThen next morning they came to return the key, that means they were in the room and how should we give them the refundBasically you never came to the office right away to complain, if you were not happyYou did return the key next day morning what does that mean!! We are extremely sorry we cannot give the refundThey also mentioned that room smell smoke but it is nonsmoking room I did not have any complain for that particular roomAlso we are not advertising as a five stars hotel our room pictures are same as actual roomWe are not doing advertisingThank you, Hotel [redacted]
Revdex.com Corporate office La Posada Drive Austin ,TX ID: *** Dear sir or madam We are extremely sorry to hear about our guest were not happy at our La Villita innWhen guest check in, they didn't say anything about not liking the placeThey got their room key and went in the room and never came back to the office, so how do we know if they were not happyIf they had so many things to do ,they should still come to the office first and let us know what's wrong with the room which they never did, after hours she call and ask me that what is our refund policy and I told her it is hours prior to check in and she ask me for refund I told her, ifs already about three hours we can't give you refund and she still did not complain me about cleanliness then she call expedia and they call at hotel, we had same answer, we can't give refund then last around pm guest call and ask for refund then we told them come to the hotel and show us what is wrong with the room which they never cameGuest told us to check the room but we can not just go in some one rooms without their present in this case because what happens if there is some one in the room! We told them come to the officeGuest has keep key for the rest of the day, Then next morning they came to return the key, that means they were in the room and how should we give them the refund, Basically you never came to the office right away to complain, if you were not happy, You did return the key next day morning what does that mean!! We are extremely sorry we cannot give the refundThey also mentioned that room smell smoke but it is nonsmoking room I did not have any complain for that particular roomAlso we are not advertising as a five stars hotel our room pictures are same as actual roomWe are not doing advertisingI am sorry, we can not give refund Hotel ***
Complaint: [redacted]
I am rejecting this response because: We never used the room and because we did not use the room I deserve my money back.. when you go to a store and you buy an item frim that store, you go home and you just did not like how it fits or looks, you go back to store and return it. as long as the item is not worn, and everything is in tact, you will get what you paid back. Now, I have a question for hotel [redacted]: Did you or any of the cleaning staff have to clean the room we paid for the following day or after we turned in the room key?.. Why and why not?
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:It is true that we checked in. After checking in we went to checkout the room. We spent about 30 seconds in it, stepped out of the room, closed the door and left the hotel. Nothing was touched, turned on nor used. We were in disbelief at what we saw. He says that the room did not smell like cigarette smoke, but it did(even though it was a smoke free room). Of course he is gonna say it didn't smell bad, he is gonna try to say and do anything to keep the money we gave him as payment for the room. If you go to Expedia.com reviews of this hotel, you will find that I am not the only one with a complaint like this. There are others very similar to my complaint. Of course he is going to deny everything. A good, professional, intelligent and educated business man would admit to his wrong doings and respect a customers complains, fix the problem and make the customer happy and satisfied. He is none of those things. He says I did not call after leaving the room. He is lying again. I called about 3 hours after leaving the hotel and spoke with a female. I told her why I wanted a refund and she denied. That's when I then called Expedia to see if they could help. They couldn't. I then called back to the hotel and that is when I spoke to him([redacted]). In a nice, calm and educated manner I asked for a refund. I explained to him that I understood about the 48 hours prior to check in refund policy but that in my case that did not matter. How am I supposed to cancel reservations prior to checking in if I haven't seen the room yet in person? I proceeded to explain to him that he needs to realize that I am a customer and as a customer I am very dissatisfied with the room and that he should take that into consideration and respect me as a customer. He began to get agitated, frustrated and angry and started yelling at me on the phone. He then threatened me, said he was gonna call the police. I did not go back to the hotel after that. We ended up staying somewhere else for the night. In the morning we stopped by and dropped off his key to the room. The reason I did not go back the day before was because this man was so mad on the phone and I did not know what to expect from him. I was concerned for my children and their safety and I did not want for them to witness or get involved with this man. So for the safety of my family, I decided to let this man cool off, drop off key in the morning and complain through Revdex.com in a legitimate, more civilized manner. Now he says that he told us to go over to the hotel room and show him what was wrong with it, that is not true. I was the one who told him to go into the room and check it out himself. I Told him that It is untouched and we left it just the way it was at check in. He then said that it is against hotel rules and that he could not go into the room to check it because we were not in the room. I thought to myself, well, if he can't do that, then why do cleaning ladies go into the rooms to clean it when the the customer is not there. Don't they enter the rooms to see if more towels, soaps etc. are needed? Don't they go in to make the beds while customer is out? i did not understand why he could not go in to check the room after I asked him to do so so that he could see that we did not use it. He says that we went the next morning to turn in key and that that means that we were in the room. I am 100% sure that he is aware of the fact that we were not in the room all day and night. How does he know that? Well because again, the room was exactly the way it was when we checked in to go see it. I am positively sure that a cleaning lady did not have to clean that room the next morning because again, it was exactly the same way it was when we left. Untouched! He also says that we did not go right away to complain after we saw the room. The reason we did not go right away was because prior to checking in, we stepped into the office to check in and no one was in the office. We had to wait about 15 to 20 minutes before anyone could check us in. After checking out the room, we decided to leave and call later to cancel because we had other very important things to take care of, we were pressed for time. We could not waste any time waiting another 15-20 minutes for someone to come to the office. In a way, it would have been a waste of time for us anyway. He would have said that we were supposed to cancel 48 hours prior to check in anyways and most likely deny a refund. We did not have time to wait. He says he is extremely sorry that he could not give me a refund. After the way he spoke to me on the phone and threatened us with police, "sorry" was never mentioned in the conversation and it was never in his vocabulary. He is sorry now because of this complaint. He was extremely impolite, unprofessional and extremely rude. I believe I deserve my money back because plainly and simple, the room was never used. I also asked for a partial refund and he refused. I also believe I should get my refund because I was a customer who paid for services that were not rendered as described on the internet. Pictures are misleading and I see it as false advertisement. The rooms are nothing like the pictures. He forgot to post pictures of the filthy carpet, snagged comforters and spotted bed sheets. Also the huge 5.0 on the right hand corner of the webpage has to be deleted because it is misleading. I believe it is a way to con customers to book this hotel. Extremely Disappointed Consumers,[redacted]/[redacted]
Drive �...⇄ DEC. 18, 2014 Austin ,TX 78752 ID:[redacted] Dear sir or madam We are extremely sorry to hear about our guest were not happy at our La Villita inn. When guest check in, they didn’t say anything about not liking the place. They got their room key and went in the room and never came back to the office, so how do we know if they were not happy. If they had so many things to do ,they should still come to the office first and let us know what’s wrong with the room which they never did, after 3 hours she call and ask me that what is our refund policy and I told her it is 48 hours prior to check in and she ask me for refund I told her, it’s already about three hours we can’t give you refund and she still did not complain me about cleanliness then she call expedia and they call at hotel, we had same answer, we can’t give refund then last around 6 pm guest call and ask for refund then we told them come to the hotel and show us what is wrong with the room which they never came. Then next morning they came to return the key, that means they were in the room and how should we give them the refund. Basically you never came to the office right away to complain, if you were not happy. You did return the key next day morning what does that mean!! We are extremely sorry we cannot give the refund. They also mentioned that room smell smoke but it is nonsmoking room I did not have any complain for that particular room. Also we are not advertising as a five stars hotel our room pictures are same as actual room. We are not doing false advertising. Thank you, Hotel [redacted]
Complaint: [redacted] I am rejecting this response because:It is true that we checked in After checking in we went to checkout the room We spent about seconds in it, stepped out of the room, closed the door and left the hotel Nothing was touched, turned on nor used We were in disbelief at what we saw He says that the room did not smell like cigarette smoke, but it did(even though it was a smoke free room) Of course he is gonna say it didn't smell bad, he is gonna try to say and do anything to keep the money we gave him as payment for the roomIf you go to Expedia.com reviews of this hotel, you will find that I am not the only one with a complaint like this There are others very similar to my complaintOf course he is going to deny everything A good, professional, intelligent and educated business man would admit to his wrong doings and respect a customers complains, fix the problem and make the customer happy and satisfied He is none of those things He says I did not call after leaving the room He is lying again I called about hours after leaving the hotel and spoke with a female I told her why I wanted a refund and she denied That's when I then called Expedia to see if they could help They couldn't I then called back to the hotel and that is when I spoke to him( [redacted] ) In a nice, calm and educated manner I asked for a refund I explained to him that I understood about the hours prior to check in refund policy but that in my case that did not matter How am I supposed to cancel reservations prior to checking in if I haven't seen the room yet in person? I proceeded to explain to him that he needs to realize that I am a customer and as a customer I am very dissatisfied with the room and that he should take that into consideration and respect me as a customer He began to get agitated, frustrated and angry and started yelling at me on the phone He then threatened me, said he was gonna call the police I did not go back to the hotel after that We ended up staying somewhere else for the night In the morning we stopped by and dropped off his key to the room The reason I did not go back the day before was because this man was so mad on the phone and I did not know what to expect from him I was concerned for my children and their safety and I did not want for them to witness or get involved with this man So for the safety of my family, I decided to let this man cool off, drop off key in the morning and complain through Revdex.com in a legitimate, more civilized mannerNow he says that he told us to go over to the hotel room and show him what was wrong with it, that is not true I was the one who told him to go into the room and check it out himself I Told him that It is untouched and we left it just the way it was at check in He then said that it is against hotel rules and that he could not go into the room to check it because we were not in the room I thought to myself, well, if he can't do that, then why do cleaning ladies go into the rooms to clean it when the the customer is not there Don't they enter the rooms to see if more towels, soaps etcare needed? Don't they go in to make the beds while customer is out? I did not understand why he could not go in to check the room after I asked him to do so so that he could see that we did not use it He says that we went the next morning to turn in key and that that means that we were in the room I am 100% sure that he is aware of the fact that we were not in the room all day and night How does he know that? Well because again, the room was exactly the way it was when we checked in to go see it I am positively sure that a cleaning lady did not have to clean that room the next morning because again, it was exactly the same way it was when we left Untouched! He also says that we did not go right away to complain after we saw the room The reason we did not go right away was because prior to checking in, we stepped into the office to check in and no one was in the office We had to wait about to minutes before anyone could check us in After checking out the room, we decided to leave and call later to cancel because we had other very important things to take care of, we were pressed for time We could not waste any time waiting another 15-minutes for someone to come to the office In a way, it would have been a waste of time for us anywayHe would have said that we were supposed to cancel hours prior to check in anyways and most likely deny a refund We did not have time to waitHe says he is extremely sorry that he could not give me a refund After the way he spoke to me on the phone and threatened us with police, "sorry" was never mentioned in the conversation and it was never in his vocabulary He is sorry now because of this complaint He was extremely impolite, unprofessional and extremely rude I believe I deserve my money back because plainly and simple, the room was never usedI also asked for a partial refund and he refused I also believe I should get my refund because I was a customer who paid for services that were not rendered as described on the internet Pictures are misleading and I see it as advertisement The rooms are nothing like the pictures He forgot to post pictures of the filthy carpet, snagged comforters and spotted bed sheets Also the huge on the right hand corner of the webpage has to be deleted because it is misleading I believe it is a way to con customers to book this hotel Extremely Disappointed Consumers, [redacted] / [redacted] ***
Complaint: [redacted] I am rejecting this response because: We never used the room and because we did not use the room I deserve my money backwhen you go to a store and you buy an item frim that store, you go home and you just did not like how it fits or looks, you go back to store and return it as long as the item is not worn, and everything is in tact, you will get what you paid back Now, I have a question for hotel [redacted] : Did you or any of the cleaning staff have to clean the room we paid for the following day or after we turned in the room key?Why and why not? Regards, [redacted] / [redacted] ***
Revdex.com Corporate office La Posada Drive DEC18, Austin ,TX ID: [redacted] Dear sir or madam We are extremely sorry to hear about our guest were not happy at our La Villita inn When guest check in, they didn’t say anything about not liking the placeThey got their room key and went in the room and never came back to the office, so how do we know if they were not happyIf they had so many things to do ,they should still come to the office first and let us know what’s wrong with the room which they never did, after hours she call and ask me that what is our refund policy and I told her it is hours prior to check in and she ask me for refund I told her, it’s already about three hours we can’t give you refund and she still did not complain me about cleanliness then she call expedia and they call at hotel, we had same answer, we can’t give refund then last around pm guest call and ask for refund then we told them come to the hotel and show us what is wrong with the room which they never cameThen next morning they came to return the key, that means they were in the room and how should we give them the refundBasically you never came to the office right away to complain, if you were not happyYou did return the key next day morning what does that mean!! We are extremely sorry we cannot give the refundThey also mentioned that room smell smoke but it is nonsmoking room I did not have any complain for that particular roomAlso we are not advertising as a five stars hotel our room pictures are same as actual roomWe are not doing advertisingThank you, Hotel [redacted]
Revdex.com Corporate office La Posada Drive Austin ,TX ID: *** Dear sir or madam We are extremely sorry to hear about our guest were not happy at our La Villita innWhen guest check in, they didn't say anything about not liking the placeThey got their room key and went in the room and never came back to the office, so how do we know if they were not happyIf they had so many things to do ,they should still come to the office first and let us know what's wrong with the room which they never did, after hours she call and ask me that what is our refund policy and I told her it is hours prior to check in and she ask me for refund I told her, ifs already about three hours we can't give you refund and she still did not complain me about cleanliness then she call expedia and they call at hotel, we had same answer, we can't give refund then last around pm guest call and ask for refund then we told them come to the hotel and show us what is wrong with the room which they never cameGuest told us to check the room but we can not just go in some one rooms without their present in this case because what happens if there is some one in the room! We told them come to the officeGuest has keep key for the rest of the day, Then next morning they came to return the key, that means they were in the room and how should we give them the refund, Basically you never came to the office right away to complain, if you were not happy, You did return the key next day morning what does that mean!! We are extremely sorry we cannot give the refundThey also mentioned that room smell smoke but it is nonsmoking room I did not have any complain for that particular roomAlso we are not advertising as a five stars hotel our room pictures are same as actual roomWe are not doing advertisingI am sorry, we can not give refund Hotel ***
Complaint: [redacted]
I am rejecting this response because: We never used the room and because we did not use the room I deserve my money back.. when you go to a store and you buy an item frim that store, you go home and you just did not like how it fits or looks, you go back to store and return it. as long as the item is not worn, and everything is in tact, you will get what you paid back. Now, I have a question for hotel [redacted]: Did you or any of the cleaning staff have to clean the room we paid for the following day or after we turned in the room key?.. Why and why not?
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:It is true that we checked in. After checking in we went to checkout the room. We spent about 30 seconds in it, stepped out of the room, closed the door and left the hotel. Nothing was touched, turned on nor used. We were in disbelief at what we saw. He says that the room did not smell like cigarette smoke, but it did(even though it was a smoke free room). Of course he is gonna say it didn't smell bad, he is gonna try to say and do anything to keep the money we gave him as payment for the room. If you go to Expedia.com reviews of this hotel, you will find that I am not the only one with a complaint like this. There are others very similar to my complaint. Of course he is going to deny everything. A good, professional, intelligent and educated business man would admit to his wrong doings and respect a customers complains, fix the problem and make the customer happy and satisfied. He is none of those things. He says I did not call after leaving the room. He is lying again. I called about 3 hours after leaving the hotel and spoke with a female. I told her why I wanted a refund and she denied. That's when I then called Expedia to see if they could help. They couldn't. I then called back to the hotel and that is when I spoke to him([redacted]). In a nice, calm and educated manner I asked for a refund. I explained to him that I understood about the 48 hours prior to check in refund policy but that in my case that did not matter. How am I supposed to cancel reservations prior to checking in if I haven't seen the room yet in person? I proceeded to explain to him that he needs to realize that I am a customer and as a customer I am very dissatisfied with the room and that he should take that into consideration and respect me as a customer. He began to get agitated, frustrated and angry and started yelling at me on the phone. He then threatened me, said he was gonna call the police. I did not go back to the hotel after that. We ended up staying somewhere else for the night. In the morning we stopped by and dropped off his key to the room. The reason I did not go back the day before was because this man was so mad on the phone and I did not know what to expect from him. I was concerned for my children and their safety and I did not want for them to witness or get involved with this man. So for the safety of my family, I decided to let this man cool off, drop off key in the morning and complain through Revdex.com in a legitimate, more civilized manner. Now he says that he told us to go over to the hotel room and show him what was wrong with it, that is not true. I was the one who told him to go into the room and check it out himself. I Told him that It is untouched and we left it just the way it was at check in. He then said that it is against hotel rules and that he could not go into the room to check it because we were not in the room. I thought to myself, well, if he can't do that, then why do cleaning ladies go into the rooms to clean it when the the customer is not there. Don't they enter the rooms to see if more towels, soaps etc. are needed? Don't they go in to make the beds while customer is out? i did not understand why he could not go in to check the room after I asked him to do so so that he could see that we did not use it. He says that we went the next morning to turn in key and that that means that we were in the room. I am 100% sure that he is aware of the fact that we were not in the room all day and night. How does he know that? Well because again, the room was exactly the way it was when we checked in to go see it. I am positively sure that a cleaning lady did not have to clean that room the next morning because again, it was exactly the same way it was when we left. Untouched! He also says that we did not go right away to complain after we saw the room. The reason we did not go right away was because prior to checking in, we stepped into the office to check in and no one was in the office. We had to wait about 15 to 20 minutes before anyone could check us in. After checking out the room, we decided to leave and call later to cancel because we had other very important things to take care of, we were pressed for time. We could not waste any time waiting another 15-20 minutes for someone to come to the office. In a way, it would have been a waste of time for us anyway. He would have said that we were supposed to cancel 48 hours prior to check in anyways and most likely deny a refund. We did not have time to wait. He says he is extremely sorry that he could not give me a refund. After the way he spoke to me on the phone and threatened us with police, "sorry" was never mentioned in the conversation and it was never in his vocabulary. He is sorry now because of this complaint. He was extremely impolite, unprofessional and extremely rude. I believe I deserve my money back because plainly and simple, the room was never used. I also asked for a partial refund and he refused. I also believe I should get my refund because I was a customer who paid for services that were not rendered as described on the internet. Pictures are misleading and I see it as false advertisement. The rooms are nothing like the pictures. He forgot to post pictures of the filthy carpet, snagged comforters and spotted bed sheets. Also the huge 5.0 on the right hand corner of the webpage has to be deleted because it is misleading. I believe it is a way to con customers to book this hotel. Extremely Disappointed Consumers,[redacted]/[redacted]
Revdex.com Corporate office 1005 La Posada...
Drive �...⇄ DEC. 18, 2014 Austin ,TX 78752 ID:[redacted] Dear sir or madam We are extremely sorry to hear about our guest were not happy at our La Villita inn. When guest check in, they didn’t say anything about not liking the place. They got their room key and went in the room and never came back to the office, so how do we know if they were not happy. If they had so many things to do ,they should still come to the office first and let us know what’s wrong with the room which they never did, after 3 hours she call and ask me that what is our refund policy and I told her it is 48 hours prior to check in and she ask me for refund I told her, it’s already about three hours we can’t give you refund and she still did not complain me about cleanliness then she call expedia and they call at hotel, we had same answer, we can’t give refund then last around 6 pm guest call and ask for refund then we told them come to the hotel and show us what is wrong with the room which they never came. Then next morning they came to return the key, that means they were in the room and how should we give them the refund. Basically you never came to the office right away to complain, if you were not happy. You did return the key next day morning what does that mean!! We are extremely sorry we cannot give the refund. They also mentioned that room smell smoke but it is nonsmoking room I did not have any complain for that particular room. Also we are not advertising as a five stars hotel our room pictures are same as actual room. We are not doing false advertising. Thank you, Hotel [redacted]