Marcus Hotels & Resorts

On Fri, Jun at 4:PM , [redacted] wrote:Hello,I am writing about a complaint # [redacted] I had filed through the Revdex.com on 6/3/The pfister hotel has reached out to me and we have resolved the complaintI am satisfied with the how the complaint was handledI would like this complaint resolved as I am happy with the communication with the Pfister hotel.Regards, [redacted] ***

Good Afternoon I hope this email finds you wellI just left you a message regarding claim [redacted] I would love the opportunity to personally explain what happened on our end, as I take every complaint very seriously, as well as follow up [redacted] and her husband were here for a minute couples massage They checked in at 4:40pm and the massage was to begin at 5: They checked out for their services at 6:43pm, they did not shower before or after their service She felt her services were shortened by minutes I received an email at 6:49pm from my front desk associate letting me know that [redacted] would like a follow up call regarding her appointment which she felt was shortened I had already left for the day and I am out of the office Sunday and Monday without access to my work email When returning to work Tuesday morning, May 19th, I read the email request and followed up with a phone call to Theresa, but received her voicemail, so I left a detailed message May 19th she called again but I was not at my desk, so she left a message for me I once again returned her call, but got a voicemail I also received an additional email from her a few days later as well I left additional messages for her and 5.26, but did not hear back from her until I received this Revdex.com claim Although the claim was written 6.3.15, I did not physically receive it until 6.9.15, as it was addressed to the Pfister Hotel and we are the WELL Spa + Salon within the hotel, so it took a some days to find its way to me through Corporate and I don’t work Sunday/Monday As soon as I received the claim, I was confused, as I had been returning her calls After receiving the claim, I quickly realized that the phone number I had been dialing was off by one number Each time she called, I would reference my folder which contained the original email from my front desk and where I would document my follow up, it was on this same sheet that the original phone number we had was off Once I noticed the phone number listed on the Revdex.com claim was different than the one I had on file, it all made sense why our paths were not crossing I immediately called the correct number, but got her voicemail, so I left her a message Because I was leaving messages and she was calling back but we were never connecting, I just assumed she was returning my calls Because I could not connect with her directly, I refunded the services on 6.9.15, something I would not normally do before speaking with the client, but because it was a request from the Revdex.com and I have never had a claim before, I didn’t know what else to do or what the standard procedureToday, 6.12.15, I finally connected with Theresa She said she was sorry for not returning my call, but she did get my message We had a lengthy discussion as to what happened and she said it happens often that people hear her number different then what it actually is We talked about the massage time and the built in time for a proper consultation for new clients, as well as additional time to change, but she still felt she was cut short by about 6-minutes (not 15) I told her either way I refunded her card for both services, plus gratuity since I received a letter from the Revdex.com, something I normally wouldn’t do without first speaking to the guest She was very understanding and grateful and said she would be following up with you when she returned home (not sure when that meant) so that you would remove this from our recordPlease let me know if you have any questions and what the resolution of this claim is, as mentioned, I do take this very seriously and have never had a claim of which I am awareThank you for your time and consideration, I look forward to hearing from you soon

[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, [redacted] ***

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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] I have since spoken to the assistant manager at the hotel who said he could give us a complimentary night with access to the upper floornot only have I not recieved the email that this was supposed to have in it but it hardly adds up to what we speant and the amount that they held on the card was more then the night they offered us backi am not satisfied Regards, Kimberly [redacted]

An email was sent to Ms*** on February 19th from a Mr*** ***, *** ** ***, *** ***, see belowAside from offering Ms*** a free night on the club level with access to the club lounge, all the holds on her account have been released and she received all of her money backWe feel this is suitable resolution. Best,*** *** From: *** *** Sent: Monday, February 15, 2:PM To: *** Cc: *** *** Subject: Your stay at *** *** Hotel Kim,As I mentioned on the phone, I would like to offer you a free night stay here at the *** *** on our Club Level, with access to the Sheraton Club. Please feel free to use this during next year’s Madtown Event or sometime before that. When you are ready to book please email me directly and I will be happy to arrange your accommodations.Again, I apologize for all the hassle you had to deal with.Sincerely,*** *** ** *** * ** *** *** *** * ** *** *** *** * ** *** *** *** sheraton.com | like us on Facebook | follow us on Twitter | follow us on Instagram *** *** *** *** *** *** *** ** ***

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
I do not accept the response and resolution from the businessThe noise complaint referred to by the business was unverified and created an uncomfortable experience with the staffPlease relay this message and note of non-resolution to the business.Thank you,*** *** * *** ***Milwaukee, WI

Management has resolved issue with Ms*** *** *** directly. Attached please find letter a certificate issued to resolve. Thank you

Good Morning Ms***, In order to better assist you, please state which property you stayed at as we own and manage over a dozenOnce I receive this information, I will personally investigate it and see if we can come up with a suitable resolutionThank you for your
patience. Kind Regards,*** ***

[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,
*** *** ***

This afternoon, [redacted], [redacted], Timber Ridge spoke with [redacted] about her experience. Ms. [redacted] did apologize to Ms. [redacted] and agreed to refund her for the two rooms she had reserved for two nights. According to Ms. [redacted], Ms. [redacted] was pleased with this resolution. Ms....

[redacted] should see the refund hit her credit card statement within the next few business days.

On Fri, 12 Jun at 4:26 PM , [redacted] wrote:Hello,I am writing about a complaint #[redacted] I had filed through the Revdex.com on 6/3/15. The pfister hotel has reached out to me and we have resolved the complaint. I am satisfied with the how the complaint was handled. I...

would like this complaint resolved as I am happy with the communication with the Pfister hotel.Regards,[redacted]

Thank you so much for your email. I have taken the time to look into the reservation and view from  both the online system as well as through the phone system to see where lines of communication and understanding could have gotten guest did book online and was reading the normal cancellation...

policy for reservation that are not booked under groups or special promotions. When the guest did enter the group code or promotion at that time they would run into the terms and conditions of the group or special in which they were booking. I have listed them below. Because we understand how this can be confusing to a guest we have refunded the guest the amount and have reached out to them. if you have any further questions please let us know. Thank you and have a wonderful afternoon.   ·         Policies McHenry Soberfest 2016 Available From Thursday, November 17, 2016 Available To Monday, November 21, 2016 General Policy: A valid credit card must be presented at time of check in to guarantee incidentals. If using a debit card, you will be charged a $50 deposit when you check in. The full $50 will be returned to you at check out if there is no balance on the room. Resort Fee is $9 A $75 Non-Refundable Deposit is charged at the time of reservation. The balance of the reservation will be charged 30 prior to arrival and at that time will become non-cancellable. Guarantee Policy: A valid Credit Card is required to confirm your reservation and one night room, tax, and resort fee will be charged at the time of reservation. Cancellation Policy: Cancel by 4 PM local hotel time at least 3 days prior to arrival to avoid a 1 night(s) cancel penalty charge Pet Policy: No Pets Allowed

[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,
[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,
[redacted]

I am responding to the Revdex.com Case# [redacted]. In response to Mr. [redacted]’s complaint we have refunded his parking charges that were not removed as promised at check-out. I have sent him a copy of the updated hotel folio with the refund of $52.80 reflected. As a 4 Diamond Hilton we strive to...

deliver the best possible customer service and have a zero tolerance policy for noise complaints. We do apologize that Mr. [redacted] felt that our security staff was rude and hard to communicate with. Mr. [redacted] did request a new room for him and his friends, however we were not able to meet his request as the hotel was 100% sold out. Please contact me with any questions or need for further information. Thank you. [redacted]| Customer Service/General Auditor - AccountingHILTON MILWAUKEE CITY CENTER

Good Afternoon.  I hope this email finds you well. I just left you a message regarding claim [redacted]. I would love the opportunity to personally explain what happened on our end, as I take every complaint very seriously, as well as follow up. [redacted] and her husband were here for a 90 minute couples massage 5.16.15.  They checked in at 4:40pm and the massage was to begin at 5:00.  They checked out for their services at 6:43pm, they did not shower before or after their service.  She felt her services were shortened by 15 minutes.  5.16.15 I received an email at 6:49pm from my front desk associate letting me know that [redacted] would like a follow up call regarding her appointment which she felt was shortened.  I had already left for the day and I am out of the office Sunday and Monday without access to my work email.  When returning to work Tuesday morning, May 19th,  I read the email request and followed up with a phone call to Theresa, but received her voicemail, so I left a detailed message.  May 19th she called again but I was not at my desk, so she left a message for me.  I once again returned her call, but got a voicemail.  I also received an additional email from her a few days later as well.  I left additional messages for her 5.22 and 5.26, but did not hear back from her until I received this Revdex.com claim.  Although the claim was written 6.3.15, I did not physically receive it until 6.9.15, as it was addressed to the Pfister Hotel and we are the WELL Spa + Salon within the hotel, so it took a some days to find its way to me through Corporate and I don’t work Sunday/Monday.  As soon as I received the claim, I was confused, as I had been returning her calls.     After receiving the claim, I quickly realized that the phone number I had been dialing was off by one number.  Each time she called, I would reference my folder which contained the original email from my front desk and where I would document my follow up, it was on this same sheet that the original phone number we had was off.  Once I noticed the phone number listed on the Revdex.com claim was different than the one I had on file, it all made sense why our paths were not crossing.  I immediately called the correct number, but got her voicemail, so I left her a message.  Because I was leaving messages and she was calling back but we were never connecting, I just assumed she was returning my calls.  Because I could not connect with her directly, I refunded the services on 6.9.15, something I would not normally do before speaking with the client, but because it was a request from the Revdex.com and I have never had a claim before, I didn’t know what else to do or what the standard procedure. Today, 6.12.15, I finally connected with Theresa.  She said she was sorry for not returning my call, but she did get my message.  We had a lengthy discussion as to what happened and she said it happens often that people hear her number different then what it actually is.  We talked about the massage time and the built in time for a proper consultation for new clients, as well as additional time to change, but she still felt she was cut short by about 6-7 minutes (not 15).  I told her either way I refunded her card for both services, plus gratuity since I received a letter from the Revdex.com, something I normally wouldn’t do without first speaking to the guest.  She was very understanding and grateful and said she would be following up with you when she returned home (not sure when that meant) so that you would remove this from our record. Please let me know if you have any questions and what the resolution of this claim is, as mentioned, I do take this very seriously and have never had a claim of which I am aware. Thank you for your time and consideration, I look forward to hearing from you soon.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] i have since spoken to the assistant manager at the hotel who said he could give us a complimentary night with access to the upper floor... not only have I not recieved the email that this was supposed to have in it but it hardly adds up to what we speant and the amount that they held on the card was more then the night they offered us back.. I am not satisfied 
Regards,
Kimberly [redacted]

I have received the Revdex.com complaint ID of [redacted]. In response to the comments from the [redacted]’s I can confirm that the guest was contacted and also refunded a portion of their parking charges.   As a 4 Diamond Hilton we strive to deliver the best possible customer service.   The customer...

did book their reservation through a 3rd party, Priceline. Priceline does have parking under amenities, however in the box adjacent it states that parking is available for a fee.Upon entering our parking garage it also states the parking rates for the Hotel Garage. Please see attached image.  We apologize that we did not reach out to the [redacted]’s by phone, however they did receive an email from me on 7/20/2016 apologizing for the missed communication about the parking fees and also with a new folio attached showing that we did refund them one night’s parking.  I have attached the initial email that Mr. [redacted] sent to our front office manager along with the email I sent on 7/20 and the refund folio that they were sent. As you will also see attached is their hotel reservation from our computer system that states we gave them a complimentary upgrade for their Anniversary.  The hotel feels that refunding one night of the parking is sufficient.

Review: I have been addressed as an incompetent buffoon and I don’t appreciate it very much. I welcomed the opportunity to stay at a hotel in Milwaukee, WI on the 27th of March 2015. I booked online, just like all other travelers through your website. I thought I was getting a good price but right after the booking, I found a price lower at another website. I expected to book through your website because it has always been the lowest but the other site ([redacted]) would have furnished points which I can use towards bookings. I attempted to cancel the room but the agreement stated I would be charged for a night’s stay, and I only intended to stay one night in Milwaukee. I read further and found that you had a guarantee which I then opted to pursue. Later on I received an e-mail stating that the condition to the guarantee is that the room must be booked 24 hours before check in. I booked the room through [redacted] website only 14 hours before check in. I find this to be ridiculous, with in a minute I found the other rate and I would have booked through them but I didn’t want to pay double for the benefit of the points. I further want to point out that upon entering the hotel, I was asked if I stayed there before and my response was no but as I entered the room it had appeared that it looked all too familiar and then wrote an e-mail to guest services asking for inquiry about my previous stays. It seemed like they set me into the same room, but anyway I have yet to receive any e-mail communications regarding this issue. I also paid an additional 27 dollars for parking, which I didn’t mind. [redacted] is a reputable company which should hold reasonable terms, such as cancellations without charge if within a time limit of 5 minutes. Or since booking on the site was inside of 24 hours the guarantee holds until an hour after booking. I didn’t find a lower price 3 weeks earlier on a different website; it was immediately after I booked the room. This is the wrong way to do business, my money was worth making and it was made the hard way. I don’t waste money and I expected to get my money’s worth. This is not the case at [redacted].Desired Settlement: Refund and/or Apology..

Business

Response:

Greetings Mr. [redacted],

On August 1, 2015, 8 girls cousins from 8 separate families traveled from out-of-state to Lake Geneva, Wisconsin, to check into their premiere suite at the Grand Geneva Resort (reservation had been booked and paid for in March, 2015). Upon arrival, Brian [redacted], Assistant Manager at the resort, sent us to a single room, that only sleeps four people. After we returned to the front desk to inform him that there must be mix-up, because we had reserved and paid for a suite that would accommodate all eight of us, Brian unapologetically informed us that the suite that had been reserved and paid for five (5) months earlier had been given away a few days prior our scheduled arrival date. Other than explaining that the mix-up was due to a "data input error" on their end, that was the only explanation that was given. Brian could not even provide us with a reason why he just sent 8 girls to a single room, when the room clearly would not accommodate any more than 4 guests, let alone eight.
After approximately 2 hours of hassling with Brian at the front desk, he put the eight of us in 2 separate rooms, on 2 different floors, despite being made aware that the whole purpose of this trip was for all of the cousins to spend the night together in a single suite, for a girl cousin bonding get-away. Brian seemed particularly unaffected at how difficult it was for the 8 of us to plan this trip, and to make arrangements for all of us to leave our families for this out of state trip. Moreover, he seemed completely nonplussed that the reservations had been made and the suite had been paid for five month in advance of our check in.
Then, we were told by the front desk that the VIP breakfast for the following morning went until 11:00 a.m., only to arrive at breakfast at 10:00 a.m. to be told that it ended at 10:00 .m., and that the front desk had misinformed us of the end time. The VIP staff stayed open to accommodate us, they were fantastic, but the front desk's total mismanagement of our preexisting reservation, coupled with their nonchalant attitude about their "data input error" wreaks of both unprofessionalism and an utter lack of accountability. The service at the front desk was disappointing at best, astoundingly inept, at worst. We will never go there again, and will inform our friends and family of the horrible service and accountability at the Grand Geneva Resort.