Initial Business Response /* (1000, 5, 2016/05/02) */
WE sent up our houseman to take care of issue. Guest mistakenly thought I had offered him some peanuts over the phone?!? Guest came down to the front desk. Guest agreed to an upgrade to a deluxe nonsmoking king.
Initial Business Response /* (1000, 5, 2017/07/03) */
Guest booked via 3rd party website and paid the booking agency. Guest can contact the booking source for any payment related questions. ADA guidelines state that Emotional Support Animals are not service animals. For further information,...
guest can go to: https://www.ada.gov/service_animals_2010.htm
Initial Consumer Rebuttal /* (3000, 7, 2017/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already contacted expedia regarding this matter and they made contact with the hotel on the 3rd in which it was at the hotels discretion what to refund. The hotel refunded 70.09 so in total I have been charged 180 for a one night stay with horrible service and a dirty room that is not up to code which I have pictures of as well. Furthermore in this generic response the company still has not addressed the rude customer service . I appreciate the Revdex.com mediation. If the company still doe a not want to resolve the matter I will proceed with other legal mediation . Also it should be noted of the 70.09 that the company refunded per the hotel they atill charged me an additional 45.20 for "pets" for one night stay.
Final Business Response /* (4000, 9, 2017/07/05) */
Guest checked out on 7/3 at 4:15pm. Considering the checkout time is 11:00am, the original reservation terms of 2 nights stands. We apologize for any customer service issues you may have experienced, but nobody yelled at the guest. We just tried to explain the ADA definition of a service animal. The guest may contact the hotel directly if he would like to discuss the matter. He has not contacted us in any way.
Initial Business Response /* (1000, 5, 2017/04/19) */
Reservation was booked through booking.com. Guest called on 3/31 @ 715PM requesting cancellation. Because of booking policy posted at the third party website, any cancellations inside cancellation window is subject to a penalty of the 1st...
night's room and tax which is what was applied. Did the guest go to the correct hotel? We do not have sign that states pets must have prior consent. Regardless, guest did call hotel to cancel reservation. We have no record of guest arriving at hotel. 1st night room and tax is the posted penalty for cancellation / no show reservations. Please contact booking.com for more information as their booking engine clearly defines the rules and regulations for booking a room.
Initial Consumer Rebuttal /* (3000, 7, 2017/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are lieing they need to look at their camera. My dog is with me and they stated right on a board when you walk in you have to pay 10.00 a day plus for a dog and you have to have prior authorization which we did not know about because my daughter reserved the Hotel for us. There was a lady a chineese lady at the window and thier were many people in line. They are lieing and they dont want to give me my money back. We sacrificed to get out there and to have to go through this is wrong. They were completely booked and yet they still want our money. My bank is still investigating.
Final Business Response /* (4000, 9, 2017/04/24) */
We will then appropriately arbitrate with the credit card company.
Initial Business Response /* (1000, 5, 2016/05/02) */
WE sent up our houseman to take care of issue. Guest mistakenly thought I had offered him some peanuts over the phone?!? Guest came down to the front desk. Guest agreed to an upgrade to a deluxe nonsmoking king.
Initial Business Response /* (1000, 5, 2017/07/03) */
Guest booked via 3rd party website and paid the booking agency. Guest can contact the booking source for any payment related questions. ADA guidelines state that Emotional Support Animals are not service animals. For further information,...
guest can go to: https://www.ada.gov/service_animals_2010.htm
Initial Consumer Rebuttal /* (3000, 7, 2017/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already contacted expedia regarding this matter and they made contact with the hotel on the 3rd in which it was at the hotels discretion what to refund. The hotel refunded 70.09 so in total I have been charged 180 for a one night stay with horrible service and a dirty room that is not up to code which I have pictures of as well. Furthermore in this generic response the company still has not addressed the rude customer service . I appreciate the Revdex.com mediation. If the company still doe a not want to resolve the matter I will proceed with other legal mediation . Also it should be noted of the 70.09 that the company refunded per the hotel they atill charged me an additional 45.20 for "pets" for one night stay.
Final Business Response /* (4000, 9, 2017/07/05) */
Guest checked out on 7/3 at 4:15pm. Considering the checkout time is 11:00am, the original reservation terms of 2 nights stands. We apologize for any customer service issues you may have experienced, but nobody yelled at the guest. We just tried to explain the ADA definition of a service animal. The guest may contact the hotel directly if he would like to discuss the matter. He has not contacted us in any way.
Initial Business Response /* (1000, 5, 2017/04/19) */
Reservation was booked through booking.com. Guest called on 3/31 @ 715PM requesting cancellation. Because of booking policy posted at the third party website, any cancellations inside cancellation window is subject to a penalty of the 1st...
night's room and tax which is what was applied. Did the guest go to the correct hotel? We do not have sign that states pets must have prior consent. Regardless, guest did call hotel to cancel reservation. We have no record of guest arriving at hotel. 1st night room and tax is the posted penalty for cancellation / no show reservations. Please contact booking.com for more information as their booking engine clearly defines the rules and regulations for booking a room.
Initial Consumer Rebuttal /* (3000, 7, 2017/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are lieing they need to look at their camera. My dog is with me and they stated right on a board when you walk in you have to pay 10.00 a day plus for a dog and you have to have prior authorization which we did not know about because my daughter reserved the Hotel for us. There was a lady a chineese lady at the window and thier were many people in line. They are lieing and they dont want to give me my money back. We sacrificed to get out there and to have to go through this is wrong. They were completely booked and yet they still want our money. My bank is still investigating.
Final Business Response /* (4000, 9, 2017/04/24) */
We will then appropriately arbitrate with the credit card company.