Law Offices of BJ Fadem & Associates

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Thank you for your prompt response to my concernsI appreciate the gift certificate and will use it, but I was charged for roomsPlease see the attached image of my card statementCan I be reimbursed for both? Thank you! Regards, Lisa [redacted]

Ms [redacted] ,We found one room under your name with arrival date of April 14th for one nightWe understand because of inclement weather conditions you could not make itWe will be happy to offer you a free night gift certificate in lieu of charges you have incurredIt will be mailed o your address on file.I apologize that the front desk agent did not inform one of the managers about this.Thank you for contacting us[redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Lisa [redacted]

I have tried to contact the guest directly, and have left a message. We have taken off 25% this stay, as well as offered 25% her next stay. The credit was issued 1/4/16 the total including taxes $ Again guest has not responded as of this time. *** ***r

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for your prompt response to my concernsI appreciate the gift certificate and will use it, but I was charged for roomsPlease see the attached image of my card statementCan I be reimbursed for both? Thank you!
Regards,
Lisa ***

Lisa,I can refund only one room as exception, since the hotel has incurred commissions on both rooms to Hotels.comI can refund payment for the first room that is under different name and offer one free night stay in future for the room under your room.Let me know if that is acceptable and I will followup accordingly on both reservations.***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

It is unfortunate if Ms*** thinks we posted
these charges to her account in error, however, given the attention to detail
that our *** *** and her team have in the rooms, it is highly
unlikely that the window sill was not cleanedThe process for our housekeeping
staff
specifically on event dates is to check each room, whether vacant or
occupied, to make sure that everything is in order- this includes the
cleanliness.In regard to Ms***’s claim that she was in the
room frequently, yet says the window sill looks like it has not been cleaned,
why was the issue not reported during the stay, especially when she signed and
acknowledged that she would be responsible to smoking or damage fees in the
roomIn addition, why was the front desk not informed that the room smelled
like cigarettes regardless of whether they thought it was the room next door
Either of these issues, had they been reported to front desk, would have prompted
our team to either clean the messy area for the guest or assign them a new room
if one was available; if one was not, our management team would have offered
some type of reimbursement for the inconvenience- none of these solutions is on
record nor are the complaints.However, as courtesy I have credited the smoking
surcharge to the accountWe request these students not to stay at our hotel if
they are not going to respect hotel policies.Thank youRandee
*** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Lisa [redacted]

Ms. [redacted],We found one room under your name with arrival date of April 14th for one night. We understand because of inclement weather conditions you could not make it. We will be happy to offer you a free night gift certificate in lieu of charges you have incurred. It will be mailed o your address...

on file.I apologize that the front desk agent did not inform one of the managers about this.Thank you for contacting us.[redacted]