Lebat Bar

I am [redacted] ***, [redacted] at [redacted] San Antonio AirportI am emailing you in regards to Complaint ID: [redacted] , for [redacted] ***I am giving my response from the time she check-in, which was at 9:PM on 04/21/When [redacted] walked into the property my Front Desk Agent tried to help her make a reservation through her phone, but my front desk agent explained to me that he was not able to complete the reservation process on her phoneSo my Head Housekeeper, took her to her office and let [redacted] use her computer to make her reservationWhen she checkafter making the reservation, my Front Desk Agent and Head Housekeeper was both in the front deskShe states that my Front Desk Agent harassed and threaten her, then why would he be so kind to help her make a reservation on her phone and walk her through step by step [redacted] ***, came to ask for a full refund the next morning during my shiftShe said the room as multiple problems and she did not like her stayI advised her if she would like to just show me the items which were bad so that hotel management can have them fixedShe replied by saying, “no.” I kindly told [redacted] after inspecting the room that we would compensate her [redacted] Points, she refused and leftSo the next day [redacted] complained about the following items: No one informed her about the rate and total cost of the rooma Response: I have attached a registration card below, which [redacted] signed herselfThe registration card shows the rate and tax for the room for 1-NightShe also paid for the room in cash, which means she counted her money before handing it to my Front Desk Agent Window was broken in the rooma Response: There is no broken and/or shattered window in the roomI am a businessman and know the liability behind renting a room with broken windowThe window [redacted] is talking about is a window in the front desk which a another guest had accidentally broke while moving their language just days before [redacted] checked-inWe have already got the window fixed, but not everything can be done instantly especially something like replacing glass Broken curtain, broken furniture, and multiple other ite [redacted] a Response: Nothing in that room is broken, [redacted] submitted pictures to [redacted] Customer Care and none of the pictures were from this property/hotelAfter explaining the situation, inspecting the room, and viewing the pictures [redacted] sent to [redacted] Customer Care it was clear that she was fabricating problems/issues to receive a full refundMy Front Desk Agent and I never came close to threatening or harassing [redacted] ***Attached below: Registration Card [redacted] Customer Care – Case Notes Thank you, [redacted] ***, [redacted]

Dear Revdex.com Representative,After thoroughly investigating the case, *** *** *** did indeed have two reservationsOne for 10/05/and another for 10/19/The reservation for 10/05/was cancelled for *** *** *** free of charge even though there was a cancellation
penalty, which was "the penalty is the first night's total charge." But we waived that cancellation penalty as *** *** *** felt she was frauded when she decided to cancel the reservation for 10-19-(the error one), which had the same cancellation penalty of "the penalty is the first night's total charge." She is trying to have us waive the cancellation penalty for both reservations which is not fair to other guests are charged for the trying to cancellation just one reservation with the same cancellation penalty.Lastly, to farther my disagreement for providing a full refund isyou can not simply just make an error reservation and pay for it at the same time*** requires you agree to terms and conditions and it also requires you to double check your selection before you agree to submit and paySo the fact that both of *** *** ***'s reservations came through the system with payment on file means *** *** *** knowingly clicked pay and submitYou can not booked a airline ticket twice for two separate dates by error or by accident, and if that is the case then *** *** *** should be looking to get a refund from *** as it was there mistake the so called error reservation was submitted and paid for.Please email me if farther explanation is required. Thank you,*** *** **

Dear Revdex.com, Guest's charges for the so called "error reservation" have been reversedGuest will need to call *** for the refund as the guest paid *** and *** paid usTherefore we have refunded ***, and the guest will now need to call *** to give her a refundIf *** needs to verify this with hotel management they are more then welcome to call us. Thank you. *** *** **

Complaint: ***
I am rejecting this response because: The General Manager lied that one reservation fee cancellation was waivedIt was a refundable reservation without a feeIt was cancelled by hotels.com at my request and they verified there was no fee associatedThe hotel waived nothing.I did contact hotels.comThey made clear this decision lies solely with the hotelI booked the second reservation solely because I had no reason to believe the first had gone through alreadyThere is no other reason to have made the second reservation, so the general manager has lied twice.Finally, I contacted the hotel within minutes of receiving a second, unexpected confirmation for the wrong dateHe appears unaware that airlines routinely waive accidental reservations for no fee in his exampleFor example, delta airlines provides a full hour grace period for correcting online reservations.As the hotel has thus far waived nothing and was contacted in a timely manner for an error I had no way to have knowledge of, I request the reservation be refunded in full
Regards,
*** ***

I am [redacted], [redacted] at [redacted] San Antonio Airport. I am emailing you in regards to Complaint ID: [redacted], for [redacted]. I am giving my response from the time she check-in, which was at 9:09 PM on 04/21/2017. When [redacted] walked into the property my Front Desk Agent...

tried to help her make a reservation through her phone, but my front desk agent explained to me that he was not able to complete the reservation process on her phone. So my Head Housekeeper, took her to her office and let [redacted] use her computer to make her reservation. When she checked-in after making the reservation, my Front Desk Agent and Head Housekeeper was both in the front desk. She states that my Front Desk Agent harassed and threaten her, then why would he be so kind to help her make a reservation on her phone and walk her through step by step. [redacted], came to ask for a full refund the next morning during my shift. She said the room as multiple problems and she did not like her stay. I advised her if she would like to just show me the items which were bad so that hotel management can have them fixed. She replied by saying, “no.” I kindly told [redacted] after inspecting the room that we would compensate her 1000 [redacted] Points, she refused and left. So the next day [redacted] complained about the following items: 1.       No one informed her about the rate and total cost of the room. a.       Response: I have attached a registration card below, which [redacted] signed herself. The registration card shows the rate and tax for the room for 1-Night. She also paid for the room in cash, which means she counted her money before handing it to my Front Desk Agent. 2.       Window was broken in the room. a.       Response: There is no broken and/or shattered window in the room. I am a businessman and know the liability behind renting a room with broken window. The window [redacted]  is talking about is a window in the front desk which a another guest had accidentally broke while moving their language just 3 days before [redacted] checked-in. We have already got the window fixed, but not everything can be done instantly especially something like replacing glass. 3.       Broken curtain, broken furniture, and multiple other ite[redacted] a.       Response: Nothing in that room is broken, [redacted] submitted pictures to [redacted] Customer Care and none of the pictures were from this property/hotel. After explaining the situation, inspecting the room, and viewing the pictures [redacted] sent to [redacted] Customer Care it was clear that she was fabricating problems/issues to receive a full refund. My Front Desk Agent and I never came close to threatening or harassing [redacted]. Attached below: Registration Card [redacted] Customer Care – Case Notes Thank you, [redacted], [redacted]
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