Initial Business Response / [redacted] (1000, 15, 2016/08/29) */ ***Document Attached [redacted] I have looked into the situation regarding the complaint we have receivedUpon more investigation it appears that Ms [redacted] attempted to check in before our set check in time of 3:p.mWe do typically allow people to check in before p.mbut not before a.mIt appears, as shown in the pictures attached, that she was then assigned to a room allowing us to send her a text message through our system when the room was turned over cleanThat particular room did not get turned over before she returned after 2:p.mAt that time, the lady helping her changed her room from the dirty room to a clean roomWe apologize for any inconvenience of people being allowed to check in before her but from what I can see on our records, the issue was resolved as soon as the guest returned to us to check on the status of her reservation Initial Consumer Rebuttal / [redacted] (3000, 18, 2016/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) After seeing other customers being checked in after I return without a text message sent to my phone to after I talked to someone to ask why was a Caucasian couple of people that of same race was checked in before me and I had reservations just like them I had to be persistent to ask why they was checked in before me without a text they walked in like me saying they had a reservation just like meSo no your docu.ends were not correct role the video which shows more detail of my story Final Consumer Response / [redacted] (4200, 22, 2016/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) After seeing other customers being checked in after I return without a text message sent to my phone to after I talked to someone to ask why was a Caucasian couple of people that of same race was checked in before me and I had reservations just like them I had to be persistent to ask why they was checked in before me without a text they walked in like me saying they had a reservation just like meSo no your docu.ends were not correct role the video which shows more detail of my story Final Business Response / [redacted] (4000, 20, 2016/08/30) */ There are many factors that play into when a person is able to check inI have no way of knowing the circumstances of why other peoples rooms were ready before yours due to not knowing exactly who those people are but here is a list of many reasons that it could've been: Special RequestsWhen someone has a special request their room is preassigned from the moment their reservation is made to guarantee that request for that guestSome people wait longer to get checked in due to these but it could also benefit in an earlier check in The weekend of the 29th was an incredibly busy weekendWe were completely sold out every night from the 27th to the 1stDepending on what time people actually check out and housekeeping is able to get to each room to have it cleaned that plays a huge part The number of nights a reservation is for matters in what rooms are available for check inThe guests before could have only reserved night, nights, etcCertain rooms, due to rooms being preassigned and special requests, are only available for a certain amount of nights The room type that people have reserved makes a difference as wellThere are different room types available at our property so other people may have had a different room type allowing them to check in before others or even after due to that room type not being available There are many, many factors that play into what makes a room available or notI can assure you that it is of no other reason
Initial Business Response / [redacted] (1000, 15, 2016/08/29) */ ***Document Attached [redacted] I have looked into the situation regarding the complaint we have receivedUpon more investigation it appears that Ms [redacted] attempted to check in before our set check in time of 3:p.mWe do typically allow people to check in before p.mbut not before a.mIt appears, as shown in the pictures attached, that she was then assigned to a room allowing us to send her a text message through our system when the room was turned over cleanThat particular room did not get turned over before she returned after 2:p.mAt that time, the lady helping her changed her room from the dirty room to a clean roomWe apologize for any inconvenience of people being allowed to check in before her but from what I can see on our records, the issue was resolved as soon as the guest returned to us to check on the status of her reservation Initial Consumer Rebuttal / [redacted] (3000, 18, 2016/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) After seeing other customers being checked in after I return without a text message sent to my phone to after I talked to someone to ask why was a Caucasian couple of people that of same race was checked in before me and I had reservations just like them I had to be persistent to ask why they was checked in before me without a text they walked in like me saying they had a reservation just like meSo no your docu.ends were not correct role the video which shows more detail of my story Final Consumer Response / [redacted] (4200, 22, 2016/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) After seeing other customers being checked in after I return without a text message sent to my phone to after I talked to someone to ask why was a Caucasian couple of people that of same race was checked in before me and I had reservations just like them I had to be persistent to ask why they was checked in before me without a text they walked in like me saying they had a reservation just like meSo no your docu.ends were not correct role the video which shows more detail of my story Final Business Response / [redacted] (4000, 20, 2016/08/30) */ There are many factors that play into when a person is able to check inI have no way of knowing the circumstances of why other peoples rooms were ready before yours due to not knowing exactly who those people are but here is a list of many reasons that it could've been: Special RequestsWhen someone has a special request their room is preassigned from the moment their reservation is made to guarantee that request for that guestSome people wait longer to get checked in due to these but it could also benefit in an earlier check in The weekend of the 29th was an incredibly busy weekendWe were completely sold out every night from the 27th to the 1stDepending on what time people actually check out and housekeeping is able to get to each room to have it cleaned that plays a huge part The number of nights a reservation is for matters in what rooms are available for check inThe guests before could have only reserved night, nights, etcCertain rooms, due to rooms being preassigned and special requests, are only available for a certain amount of nights The room type that people have reserved makes a difference as wellThere are different room types available at our property so other people may have had a different room type allowing them to check in before others or even after due to that room type not being available There are many, many factors that play into what makes a room available or notI can assure you that it is of no other reason