For a final explanation: The guest made the reservation for the rate they were charged. The original reservation confirmation shows that. When the guest checked in the front desk attendant noticed the rate was incorrect and informed the guest they would let them know of the updated rate once management looked up what had happened. Upon researching the reservation it showed on the reservation log that when the room type had been switched an hour after the original booking to ground-floor there was an error in the system that calculated the room rate incorrectly. The guest was shown the reservation log and the guest signed a checkout receipt at checkout for the correct amount due. The same amount the original reservation confirmation shows as well. The guest is aware of the correct amount due and is trying to get a discount for the stay that is not honest or anywhere close to accurate for room rates here in Cody. Camping locations cost more than what this guest is wanting to pay for a downtown location hotel room during the Independence holiday week. There was a computer error that caused a miscalculation but the guest was aware of it at check in and out. The guest has been sent emails showing the reservation logs, check in and out receipts and explanation. This guest was even willing for the front desk attendant to pay the difference rather than them. This is not a justified complaint and there will be no refund of any kind to the guest. There will be no further correspondence on this matter as all the details have been thoroughly explained and documented.
Complaint: [redacted]
I am rejecting this response because: My husband was the one to check out. I didn't even step in the lobby. Please review your tapes because on video you will see exactly that. Your employee is giving you wrong information. I did NOT sign a slip for that amount. I only signed a slip at check in for $368.40 and I have a copy of the customer receipt to prove it. Your employee is giving you false information. I asked for a copy because I wanted to see what you would come up with since I wasn't the one to go inside to check out.
Regards,
[redacted]
For a final explanation: The guest made the reservation for the rate they were charged. The original reservation confirmation shows that. When the guest checked in the front desk attendant noticed the rate was incorrect and informed the guest they would let them know of the updated rate once management looked up what had happened. Upon researching the reservation it showed on the reservation log that when the room type had been switched an hour after the original booking to ground-floor there was an error in the system that calculated the room rate incorrectly. The guest was shown the reservation log and the guest signed a checkout receipt at checkout for the correct amount due. The same amount the original reservation confirmation shows as well. The guest is aware of the correct amount due and is trying to get a discount for the stay that is not honest or anywhere close to accurate for room rates here in Cody. Camping locations cost more than what this guest is wanting to pay for a downtown location hotel room during the Independence holiday week. There was a computer error that caused a miscalculation but the guest was aware of it at check in and out. The guest has been sent emails showing the reservation logs, check in and out receipts and explanation. This guest was even willing for the front desk attendant to pay the difference rather than them. This is not a justified complaint and there will be no refund of any kind to the guest. There will be no further correspondence on this matter as all the details have been thoroughly explained and documented.
Complaint: [redacted]
I am rejecting this response because: My husband was the one to check out. I didn't even step in the lobby. Please review your tapes because on video you will see exactly that. Your employee is giving you wrong information. I did NOT sign a slip for that amount. I only signed a slip at check in for $368.40 and I have a copy of the customer receipt to prove it. Your employee is giving you false information. I asked for a copy because I wanted to see what you would come up with since I wasn't the one to go inside to check out.
Regards,
[redacted]