In response to your letter dated 1/12/concerning a latecheck in for your son I do remember speaking to an individual (Mr [redacted] ’s), at approx10:pm onJanuary 4th We did not makea reservation and said his son should be coming in within one hour, I told himwe do have rooms available and one hour would not be a problem, however hecalled back at approximately 12:40am and said his son has arrived at theairport and should be checking in about another hour from now I told him that I was sorry but that would betoo late, as we were a small family owned and operated motel, which is not open24hrs a day In order for us to open at 7am every day, we need more thanjust a couple hours of sleep at night Our businesshours are 7am to 11pm We donot take reservations past 11:00pm When Mr [redacted] s initially called, we were willing to waita little longer for his son since he said he would be arriving close to ourclosing time (approx 11:10pm) So whenMr [redacted] s called back well after closing hours and said it was going to beanother hour (approx 1:40am or latter as far as we know), unfortunately it wasno longer reasonableHe also wanted us to charge his credit card over thephone, which the credit company’s policy will not allow without proof ofidentity and signature from the cardholderI offered Mr [redacted] s affordable alternatives for his son,which were motels/hotels conveniently located across the street from the airportand which are open hours In closing, we undoubtedly have certain policies and procedures,which we use to run our business, which may or may not be convenient for everyguest However, in order to continue torun our business as we have for many years and also keep rooms affordable forour guests; we need maintain these policies and procedures We are truly sorry for the misunderstandingand inconvenience
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.]
First of all, the hotel never told me they had an 11 p.m. closing time -- or any closing time. They only told me that they had rooms available and would be happy to accommodate my son when his flight landed. Secondly, they claim to have been in business for years, and yet they act like they have never before heard of airlines running behind schedule. If they haven't yet found a way to accommodate inconvenienced airline passengers, they do not belong in the hotel business.
Worst of all, I see nothing in their response to indicate that they will change their procedures so that other consumers in the future are not similarly left out in the cold. Joining the Revdex.com also would be a show of good faith.
Clearly this matter is unresolved.
Regards,
[redacted]
In response to your letter dated 1/12/2015 concerning a latecheck in for your son. I do remember speaking to an individual (Mr. [redacted]’s), at approx. 10:10 pm onJanuary 4th. We did not makea reservation and said his son should be coming in within one hour, I...
told himwe do have rooms available and one hour would not be a problem, however hecalled back at approximately 12:40am and said his son has arrived at theairport and should be checking in about another hour from now. I told him that I was sorry but that would betoo late, as we were a small family owned and operated motel, which is not open24hrs a day. In order for us to open at 7am every day, we need more thanjust a couple hours of sleep at night. Our businesshours are 7am to 11pm. We donot take reservations past 11:00pm. When Mr. [redacted]s initially called, we were willing to waita little longer for his son since he said he would be arriving close to ourclosing time (approx 11:10pm). So whenMr. [redacted]s called back well after closing hours and said it was going to beanother hour (approx 1:40am or latter as far as we know), unfortunately it wasno longer reasonable. He also wanted us to charge his credit card over thephone, which the credit company’s policy will not allow without proof ofidentity and signature from the cardholder. I offered Mr. [redacted]s affordable alternatives for his son,which were motels/hotels conveniently located across the street from the airportand which are open 24 hours. In closing, we undoubtedly have certain policies and procedures,which we use to run our business, which may or may not be convenient for everyguest. However, in order to continue torun our business as we have for many years and also keep rooms affordable forour guests; we need maintain these policies and procedures. We are truly sorry for the misunderstandingand inconvenience.
In response to your letter dated 1/12/concerning a latecheck in for your son I do remember speaking to an individual (Mr [redacted] ’s), at approx10:pm onJanuary 4th We did not makea reservation and said his son should be coming in within one hour, I told himwe do have rooms available and one hour would not be a problem, however hecalled back at approximately 12:40am and said his son has arrived at theairport and should be checking in about another hour from now I told him that I was sorry but that would betoo late, as we were a small family owned and operated motel, which is not open24hrs a day In order for us to open at 7am every day, we need more thanjust a couple hours of sleep at night Our businesshours are 7am to 11pm We donot take reservations past 11:00pm When Mr [redacted] s initially called, we were willing to waita little longer for his son since he said he would be arriving close to ourclosing time (approx 11:10pm) So whenMr [redacted] s called back well after closing hours and said it was going to beanother hour (approx 1:40am or latter as far as we know), unfortunately it wasno longer reasonableHe also wanted us to charge his credit card over thephone, which the credit company’s policy will not allow without proof ofidentity and signature from the cardholderI offered Mr [redacted] s affordable alternatives for his son,which were motels/hotels conveniently located across the street from the airportand which are open hours In closing, we undoubtedly have certain policies and procedures,which we use to run our business, which may or may not be convenient for everyguest However, in order to continue torun our business as we have for many years and also keep rooms affordable forour guests; we need maintain these policies and procedures We are truly sorry for the misunderstandingand inconvenience
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.]
First of all, the hotel never told me they had an 11 p.m. closing time -- or any closing time. They only told me that they had rooms available and would be happy to accommodate my son when his flight landed. Secondly, they claim to have been in business for years, and yet they act like they have never before heard of airlines running behind schedule. If they haven't yet found a way to accommodate inconvenienced airline passengers, they do not belong in the hotel business.
Worst of all, I see nothing in their response to indicate that they will change their procedures so that other consumers in the future are not similarly left out in the cold. Joining the Revdex.com also would be a show of good faith.
Clearly this matter is unresolved.
Regards,
[redacted]
In response to your letter dated 1/12/2015 concerning a latecheck in for your son. I do remember speaking to an individual (Mr. [redacted]’s), at approx. 10:10 pm onJanuary 4th. We did not makea reservation and said his son should be coming in within one hour, I...
told himwe do have rooms available and one hour would not be a problem, however hecalled back at approximately 12:40am and said his son has arrived at theairport and should be checking in about another hour from now. I told him that I was sorry but that would betoo late, as we were a small family owned and operated motel, which is not open24hrs a day. In order for us to open at 7am every day, we need more thanjust a couple hours of sleep at night. Our businesshours are 7am to 11pm. We donot take reservations past 11:00pm. When Mr. [redacted]s initially called, we were willing to waita little longer for his son since he said he would be arriving close to ourclosing time (approx 11:10pm). So whenMr. [redacted]s called back well after closing hours and said it was going to beanother hour (approx 1:40am or latter as far as we know), unfortunately it wasno longer reasonable. He also wanted us to charge his credit card over thephone, which the credit company’s policy will not allow without proof ofidentity and signature from the cardholder. I offered Mr. [redacted]s affordable alternatives for his son,which were motels/hotels conveniently located across the street from the airportand which are open 24 hours. In closing, we undoubtedly have certain policies and procedures,which we use to run our business, which may or may not be convenient for everyguest. However, in order to continue torun our business as we have for many years and also keep rooms affordable forour guests; we need maintain these policies and procedures. We are truly sorry for the misunderstandingand inconvenience.