Good Afternoon,
We are sorry that Ms*** feels the way she feels.While we regret any miscommincation that may have occured, we don't believe a full refund is commensurate with being unable to offer you a late check outOur late check out is only a request and is granted as a courtesy only if it's availableBy the time Ms*** requested this, there were no late check outs available due to business levels/ demands
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.
First of all this statement makes no sense! How did I not ask for it but I inquired about it?? I KNOW I asked for it and [redacted] said there would be no problem and there was a list. Now,if he forgot to put me on some list that is not my fault. Also, after you supposably called [redacted] Sunday morning did you follow up with me and tell me what was said??? No, you did not. Again BAD customer service. My husband was also present when we checked in and will also be complaining to the Revdex.com. When I called the front desk Sunday morning I was not calling to get permission because he already told me it was fine I was calling to get the time because he failed to tell me when I checked in. I had a poor experience at your hotel and I am bringing this issue to your attention so it can be addressed. I am requesting a refund for my inconvenience.
Regards,[redacted]
On Jan 25th, Ms. [redacted] called the front desk at 9:30am requesting a 2pm late check out. The Front Desk agent informed the guest that unfortunately we are not able to accomodate the request due to we have already MAXED out the number of the late check-out requests....
Guest stated that she spoke to [redacted] and stated that it will not be a problem. The Front Desk agent called [redacted] to confirm if the guest asked for a late check-out and [redacted] stated the guest did not ask. But did inquire about a late check out. Guest was advised it was a first come per basis and its a request not a guarantee. Also, explained that the Dance group that she was part of, many of the guest also wanted a 2pm late check out but we could not accomodate all guest. The Front Desk agent did apologize for the inconvenience and also explained that our check -in time was at 3pm and we also have another big group checking-in. We only have a 3 hr window to clean the room suites for our new arrivals. Ms. [redacted] did also call our [redacted] Corp Guest Assistance to file a compliant and stated "She spoke with [redacted] on Friday about a late check out. guest called down today to see what time she could checkout. The guest was advised she did not have a late checkout. Guest stated [redacted] told her it would not be a problem, Guest stated she had a 1 year old son that takes a nap at around the time of check out. If she would have known she would have stayed elsewhere. [redacted] The [redacted] Corp Guest Assistance called the hotel and stated she was not promised a late check out. The Hotel was over the limit of late check outs and had a large group coming in as well. The [redacted] Corp Guest Assistance advised the guest that the hotel would not be able to help her out. Guest stated why would she lie!!! and the [redacted] Corp Guest Assistance stated she never stated that comment. Guest stated this is a horrible customer service and will be reporting it to Revdex.com. Guest stated what do we want her son to do sleep in the car?[redacted]
--In regards to Ms [redacted]'s comment in regards to her son needing a nap for the reason for a late check out was never mentioned to the Front Desk Agent at anytime until the guest called the [redacted] Corp Guest Assistance. We had the majority of guest that with the same group as Ms. [redacted] also request a late check out due to the fact the Dance event would be ending later than check out time at 12 noon.
Good Afternoon,
We are sorry that Ms*** feels the way she feels.While we regret any miscommincation that may have occured, we don't believe a full refund is commensurate with being unable to offer you a late check outOur late check out is only a request and is granted as a courtesy only if it's availableBy the time Ms*** requested this, there were no late check outs available due to business levels/ demands
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.
First of all this statement makes no sense! How did I not ask for it but I inquired about it?? I KNOW I asked for it and [redacted] said there would be no problem and there was a list. Now,if he forgot to put me on some list that is not my fault. Also, after you supposably called [redacted] Sunday morning did you follow up with me and tell me what was said??? No, you did not. Again BAD customer service. My husband was also present when we checked in and will also be complaining to the Revdex.com. When I called the front desk Sunday morning I was not calling to get permission because he already told me it was fine I was calling to get the time because he failed to tell me when I checked in. I had a poor experience at your hotel and I am bringing this issue to your attention so it can be addressed. I am requesting a refund for my inconvenience.
Regards,[redacted]
On Jan 25th, Ms. [redacted] called the front desk at 9:30am requesting a 2pm late check out. The Front Desk agent informed the guest that unfortunately we are not able to accomodate the request due to we have already MAXED out the number of the late check-out requests....
Guest stated that she spoke to [redacted] and stated that it will not be a problem. The Front Desk agent called [redacted] to confirm if the guest asked for a late check-out and [redacted] stated the guest did not ask. But did inquire about a late check out. Guest was advised it was a first come per basis and its a request not a guarantee. Also, explained that the Dance group that she was part of, many of the guest also wanted a 2pm late check out but we could not accomodate all guest. The Front Desk agent did apologize for the inconvenience and also explained that our check -in time was at 3pm and we also have another big group checking-in. We only have a 3 hr window to clean the room suites for our new arrivals. Ms. [redacted] did also call our [redacted] Corp Guest Assistance to file a compliant and stated "She spoke with [redacted] on Friday about a late check out. guest called down today to see what time she could checkout. The guest was advised she did not have a late checkout. Guest stated [redacted] told her it would not be a problem, Guest stated she had a 1 year old son that takes a nap at around the time of check out. If she would have known she would have stayed elsewhere. [redacted] The [redacted] Corp Guest Assistance called the hotel and stated she was not promised a late check out. The Hotel was over the limit of late check outs and had a large group coming in as well. The [redacted] Corp Guest Assistance advised the guest that the hotel would not be able to help her out. Guest stated why would she lie!!! and the [redacted] Corp Guest Assistance stated she never stated that comment. Guest stated this is a horrible customer service and will be reporting it to Revdex.com. Guest stated what do we want her son to do sleep in the car?[redacted]
--In regards to Ms [redacted]'s comment in regards to her son needing a nap for the reason for a late check out was never mentioned to the Front Desk Agent at anytime until the guest called the [redacted] Corp Guest Assistance. We had the majority of guest that with the same group as Ms. [redacted] also request a late check out due to the fact the Dance event would be ending later than check out time at 12 noon.