Magnuson Hotel Nederland

Hello, this is ***, from 1st Inn NederlandI am responding to you about your complaintOur previous manager, ***, was not keeping up on reservations, and unfortu***ly that caused us to become overbooked for the weekend of Frozen Dead Guy DaysHe has been let go as of January 2016, and we do sincerely apologize for this miscommunication on our partUnder the circumstances, we did have to go by reservations based on the date that they were made to be fair to all of our guestsThose reservations dated all the way back to October of We do understand that the manager's policy was not to make reservations any further than a year in advance, however we do not have control over when reservations can be made through a third party, in addition to the poor management that was hereWhen I took over in February I went through all of our reservations that had been made by the date that they were madeDue to lack of availability some reservations had to be cancelled, seeing as how we were double bookedWhen you were told that your reservation could not be honored, unfortu***ly you did not even give me a chance to try to rectify the situation, as I have done with other guests who were in your same positionOnce again we do apologize for the inconvenience, but this was a situation out of my controlI have done my very best to treat all guests equally and honestly [redacted] ,General Manager

From: Allen Sarabaz [redacted] Sent: Tuesday, March 29, 9:AM To: Stephanie Sudduth Subject: For your reference, the complaint was submitted on 2/24/and was assigned an ID of [redacted] Regarding this complaint, the issue with that particular weekend was as explained to the GuestThe previous manager that was managing the hotel was not doing his jobNate the previous manager overbooked our hotel by rooms not paying attention to his maitaing of reservationAll documentation is available for reviewWe went by reservations made by date they where madeGranted the manager policy maybe at the time reservation for that weekend may not be made more than a year in advanceHowever reservations for arriving a week prioro and staying through are allowedIf this guest accuses me of taking money under the table to bump people from thier reservationsI would have to say he was the guest who tried to offer me couple hundred and when I told him noHe reported the issue to you folksAgain all reservations where dealt honestly and fairly by date made and reservedPlease Let me know if you have any furthur questionsThank you Allen Sarbaz [redacted]

Hello, In regards to the paper work on hand, yes it is available for the review however I can not give or fax the paperwork to anyone it is company reportsYou are more than welcome to come by and I can show them to you onsiteI am sure as a corporate manager of customer relations you are aware company information can not just be handed out. I have been in hotel business for over years, I have also worked as a corporate customer service manager, hotel manager and general managerI have dealt with this matter and explained the issue that occurred and again it was something your friend *** created and we had to go by dates reservations where made and in order they where madeI apologize again and have a wonderful dayThis matter is now considered closedtheir is nothing more to discuss regarding this matterif you are coming to Nederland for Ned fest we can give you to 15% percent discount but that is up to youThank you*** ***

Complaint: [redacted]
I am rejecting this response because: Again- gave ample opportunity for [redacted] to rectify the room cancellation for the dates we requested. Hello [redacted]-Thank you for your response, however I again disagree with your statement that I "immediately asked to escalate to [redacted] and did not give you an opportunity rectify."  When you explained what happened, I said that was not acceptable for the reasons I stated in the previous emails.  Friends flying in, reservation made a year ago, etc.. that is when I asked if we could get another room besides the family room as I knew there were only 2 or 3 of the family sized rooms.  You said "no" and mentioned the entire hotel was booked and you had to go by the order of when reservations were made.  That is when you mentioned there were people making reservations for the dates of 2016 FDGD from October of 2014.  So by my count- I had asked you to fix the issue twice- you said "no" so that is when I asked to escalate.  You had every opportunity before you went to find [redacted]'s phone number to give me options or alternatives.  This is the first time you have mentioned that "paperwork is available for review"  I would like to see that.  Let me know the best way to get that over to me.  You can email, fax or send in the mail.  I find it very suspicious that there were reservations made for the entire hotel from October, 2014 for dates in March of 2016 when they didn't even confirm the 2016 FDGD-- that is why we had to book for the 1st and 2nd weekends in March- to ensure we had the correct date! As far as your comment  "not being able to control if I get a call back from [redacted]".  That is very poor service-- on both your part and her part.  I work in corporate sales and service and there is something called Complaint Management.  You could take initiative and let her know I am attempting to get a hold of her and have left 2 messages.  I do not have her phone number any more- so if you send it to me again, I will continue to try getting a hold of her.  I have heard she may no longer be with the company?  If that is the case and there is someone else I can escalate this through- I am happy to contact whomever that might be.  You also suggested that it is "all [redacted]'s fault" and my friend should go after him to get her money back on the flight.  [redacted] was one of your company's employees- so again it is the company responsibility to manage the complaint and situation.  I will go out on the corporate website this evening to see if there is any type of customer service number for the corporate headquarters.  I will also pass on the 15% discount option for my friend to see if she is interested in using it for Nedfest. 
Sincerely,
[redacted]

Hello, this is [redacted], from 1st Inn Nederland. I am responding to you about your complaint. Our previous manager, [redacted], was not keeping up on reservations, and unfortu[redacted]ly that caused us to become overbooked for the weekend of Frozen Dead Guy Days. He has been let go as of January 2016, and we do...

sincerely apologize for this miscommunication on our part. Under the circumstances, we did have to go by reservations based on the date that they were made to be fair to all of our guests. Those reservations dated all the way back to October of 2015. We do understand that the manager's policy was not to make reservations any further than a year in advance, however we do not have control over when reservations can be made through a third party, in addition to the poor management that was here. When I took over in February I went through all of our reservations that had been made by the date that they were made. Due to lack of availability some reservations had to be cancelled, seeing as how we were double booked. When you were told that your reservation could not be honored, unfortu[redacted]ly you did not even give me a chance to try to rectify the situation, as I have done with other guests who were in your same position. Once again we do apologize for the inconvenience, but this was a situation out of my control. I have done my very best to treat all guests equally and honestly. [redacted],General Manager

From: Allen Sarabaz [redacted] Sent: Tuesday, March 29, 2016 9:37 AM To: Stephanie Sudduth Subject: For your reference, the complaint was submitted on 2/24/2016 and was assigned an ID of [redacted]   Regarding this complaint, the issue with that particular weekend was as...

explained to the Guest. The previous manager that was managing the hotel was not doing his job. Nate the previous manager overbooked our hotel by 60 rooms not paying attention to his maitaing of reservation. All documentation is available for review. We went by reservations made by date they where made. Granted the manager policy maybe at the time reservation for that weekend may not be made more than a year in advance. However reservations for arriving a week prioro and staying through are allowed. If this guest accuses me of taking money under the table to bump people from thier reservations. I would have to say he was the guest who tried to offer me couple hundred and when I told him no. He reported the issue to you folks. Again all reservations where dealt honestly and fairly by date made and reserved. Please Let me know if you have any furthur questions. Thank you Allen Sarbaz [redacted]