** [redacted] , Thank you for taking the time to write to us and share your experience from your recent stay at our hotelThere is no one better to judge our performance than you, our guest We have made great efforts to create an environment of comfort and sophistication for our guests ** [redacted] , therefore we are seriously concerned when we fall short of your expectations On behalf of the Hotel’s Management Team please accept my sincere apologies for the inconveniences you experienced Your comments were shared with our Reservations team for review on future online modificationsYour reservation was booked without the aid of a Guest Services Agent through our online systemThe terms and conditions advise of the resort fee and additional person fees and must be selected as agreed in order to complete the bookingOnce the reservation is booked a confirmation email is sent reconfirming and advising of the resort fee again All of the charges were noted and listed prior to the time of check in during this booking process We apologize for any confusion in utilizing these featuresThe registration card also signed at the time of check in also denotes all fees and charges While we do offer the online bookings for individuals to secure on their own, we also offer assistance with agents reviewing and confirming bookingsIn the future, please let us know if you have any difficulties or questions and we would be happy to secure a booking for you or assist in advanceOur goal is for you to have a memorable and enjoyable stay ** [redacted] thank you for your feedbackYou are a valued guest and we appreciate your patronageWe hope to welcome you back to the Mount Airy Casino & Resort Thank you, [redacted] ***Guest Services Manager [redacted] Mount Airy Casino ResortWoodland Road Mount Pocono, PA ###-###-#### ###-###-#### Fax
** [redacted] , I apologize, as I stated verything is noted on what you signed and accepted We are not issuing a refund or any compensation Again, please feel free to contact me at the number below with any further questions or concerns Regards, [redacted] ***Guest Services Manager [redacted] Mount Airy Casino ResortWoodland RoadMount Pocono, PA 18344###-###-####
Dear *** ***:
Thank you for taking the time to
write to us and share your experience from your recent stay at our hotelThere
is no one better to judge our performance than you, our guest
We have made great efforts to
create an environment of comfort and sophistication for our guests *** ***,
therefore we are seriously concerned when we fall short of your expectations
On behalf of the Hotel’s Management Team please accept my sincere apologies for
the inconveniences you experienced. In regards to the Resort Fee it is my
understanding that this information is stated in the “Terms and Conditions”
verbiage on the *** page when a reservation is bookedIt is also a
standard operating procedure to inform each guest upon checking in to the
hotelI apologize if there was a misunderstanding or miscommunicationYour
comments about the issues in the room were shared with our Executive
Housekeeper for her follow upIn the future when you decide to visit us again
please contact me directlyI would like to make your next visit a special one
so please do give me a callMy information is at the bottom of this page
*** *** thank you again for your
commentsYou are a valued guest and we appreciate your patronageWe are
looking forward to welcome you back to the Mount Airy Casino & Resort.
Most sincerely,
*** ***
***
*** I director of hotel operations
Mount Airy Casino ResortWoodland Road,
Mount Pocono, PA
###-###-#### Direct
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I feel that this is turning into a broken record argumentI never said I don't see your terms and conditions, I said that the woman who checked me in said it would be $total, which it was notI said that I don't understand why you don't add the resort fee if it is a mandatory charge when I book? I still feel that your hotel was sneaky and added $more dollars after I initially bookedYou obviously don't really care that I am unsatisfied so please don't send another response of your hidden terms and conditions unless it includes the refund I requested.
Regards,
*** ***
The following response was sent to the guest via mail and email. He also spoke with *** today.November 17,
*** *** ***
* *** *** ***
*** ** ***
Dear *** ***:
Thank you for taking
the time to write to us and share your experience from your recent stay at our
hotelThere is no one better to judge our performance than you, our guest
We have made great
efforts to create an environment of comfort and sophistication for our guests
*** ***, therefore we are seriously concerned when we fall short of your
expectationsOn behalf of the Hotel’s Management Team please accept my sincere
apologies for the inconveniences you experienced. In all honesty it is very unusual to have a
smoking complaint from one of our rooms, even the ones located on the second
floorThe hotel A/C system is independent from the casino system so
regretfully I have no explanation on how your air quality in the room was
compromisedI wish that you have brought this to our attention so that we
could have assigned a different room for you and your wife ensuring a better
stayI am sorry you had to endure that kind of a bothersome odor
In regards to your
request, I will be happy to do one of two things for youI can either extend
you a future complimentary stay in one of our deluxe rooms, or, since you
mentioned a suite, I could upgrade your future reservation to a suiteYou
might wish to book your reservation via *** again or another provider; if
so, just let me know once you book it and I will make the arrangements for the
upgrade to one of our luxurious suitesOtherwise, I will be happy to have you
stay with us in one of our deluxe rooms for one night with our compliments
Both options are based on our availability, they are not transferable, and are
valid for one year from today’s dateI trust this will give you enough time to
decide and make your plans
*** *** you are a
valued guest and we appreciate your patronagePlease let me know if I could be
of any further assistanceWe look forward to welcoming you back to the Mount
Airy Casino & Resort
Most
sincerely,
Dimitri L***
Director of Hotel Operations
**. [redacted],
Thank you for taking the time to
write to us and share your experience from your recent stay at our hotel. There
is no one better to judge our performance than you, our guest.
We have made great efforts to
create an environment of comfort and sophistication for our guests **. [redacted],
therefore we are seriously concerned when we fall short of your expectations.
On behalf of the Hotel’s Management Team please accept my sincere apologies for
the inconveniences you experienced. Your comments were shared with our Reservations team for review on future online modifications. Your reservation was booked without the aid of a Guest Services Agent through our online system. The terms and conditions advise of the resort fee and additional person fees and must be selected as agreed in order to complete the booking. Once the reservation is booked a confirmation email is sent reconfirming and advising of the resort fee again. All of the charges were noted and listed prior to the time of check in during this booking process. We apologize for any confusion in utilizing these features. The registration card also signed at the time of check in also denotes all fees and charges.
While we do offer the online bookings for individuals to secure on their own, we also offer assistance with agents reviewing and confirming bookings. In the future, please let us know if you have any difficulties or questions and we would be happy to secure a booking for you or assist in advance. Our goal is for you to have a memorable and enjoyable stay.
**. [redacted] thank you for
your feedback. You are a valued guest and we appreciate your
patronage. We hope to welcome you back to the Mount Airy Casino &
Resort.
Thank you,
[redacted]Guest Services Manager
[redacted]Mount
Airy Casino Resort312 Woodland Road
Mount Pocono, PA 18344
###-###-####
###-###-#### Fax
**. [redacted],
I apologize, as I stated verything is noted on what you signed and accepted. We are not issuing a refund or any compensation. Again, please feel free to contact me at the number below with any further questions or concerns.
Regards,
[redacted]Guest Services Manager[redacted]Mount Airy Casino Resort312 Woodland RoadMount Pocono, PA 18344###-###-####
** [redacted] , Thank you for taking the time to write to us and share your experience from your recent stay at our hotelThere is no one better to judge our performance than you, our guest We have made great efforts to create an environment of comfort and sophistication for our guests ** [redacted] , therefore we are seriously concerned when we fall short of your expectations On behalf of the Hotel’s Management Team please accept my sincere apologies for the inconveniences you experienced Your comments were shared with our Reservations team for review on future online modificationsYour reservation was booked without the aid of a Guest Services Agent through our online systemThe terms and conditions advise of the resort fee and additional person fees and must be selected as agreed in order to complete the bookingOnce the reservation is booked a confirmation email is sent reconfirming and advising of the resort fee again All of the charges were noted and listed prior to the time of check in during this booking process We apologize for any confusion in utilizing these featuresThe registration card also signed at the time of check in also denotes all fees and charges While we do offer the online bookings for individuals to secure on their own, we also offer assistance with agents reviewing and confirming bookingsIn the future, please let us know if you have any difficulties or questions and we would be happy to secure a booking for you or assist in advanceOur goal is for you to have a memorable and enjoyable stay ** [redacted] thank you for your feedbackYou are a valued guest and we appreciate your patronageWe hope to welcome you back to the Mount Airy Casino & Resort Thank you, [redacted] ***Guest Services Manager [redacted] Mount Airy Casino ResortWoodland Road Mount Pocono, PA ###-###-#### ###-###-#### Fax
** [redacted] , I apologize, as I stated verything is noted on what you signed and accepted We are not issuing a refund or any compensation Again, please feel free to contact me at the number below with any further questions or concerns Regards, [redacted] ***Guest Services Manager [redacted] Mount Airy Casino ResortWoodland RoadMount Pocono, PA 18344###-###-####
Dear *** ***:
Thank you for taking the time to
write to us and share your experience from your recent stay at our hotelThere
is no one better to judge our performance than you, our guest
We have made great efforts to
create an environment of comfort and sophistication for our guests *** ***,
therefore we are seriously concerned when we fall short of your expectations
On behalf of the Hotel’s Management Team please accept my sincere apologies for
the inconveniences you experienced. In regards to the Resort Fee it is my
understanding that this information is stated in the “Terms and Conditions”
verbiage on the *** page when a reservation is bookedIt is also a
standard operating procedure to inform each guest upon checking in to the
hotelI apologize if there was a misunderstanding or miscommunicationYour
comments about the issues in the room were shared with our Executive
Housekeeper for her follow upIn the future when you decide to visit us again
please contact me directlyI would like to make your next visit a special one
so please do give me a callMy information is at the bottom of this page
*** *** thank you again for your
commentsYou are a valued guest and we appreciate your patronageWe are
looking forward to welcome you back to the Mount Airy Casino & Resort.
Most sincerely,
*** ***
***
*** I director of hotel operations
Mount Airy Casino ResortWoodland Road,
Mount Pocono, PA
###-###-#### Direct
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I feel that this is turning into a broken record argumentI never said I don't see your terms and conditions, I said that the woman who checked me in said it would be $total, which it was notI said that I don't understand why you don't add the resort fee if it is a mandatory charge when I book? I still feel that your hotel was sneaky and added $more dollars after I initially bookedYou obviously don't really care that I am unsatisfied so please don't send another response of your hidden terms and conditions unless it includes the refund I requested.
Regards,
*** ***
The following response was sent to the guest via mail and email. He also spoke with *** today.November 17,
*** *** ***
* *** *** ***
*** ** ***
Dear *** ***:
Thank you for taking
the time to write to us and share your experience from your recent stay at our
hotelThere is no one better to judge our performance than you, our guest
We have made great
efforts to create an environment of comfort and sophistication for our guests
*** ***, therefore we are seriously concerned when we fall short of your
expectationsOn behalf of the Hotel’s Management Team please accept my sincere
apologies for the inconveniences you experienced. In all honesty it is very unusual to have a
smoking complaint from one of our rooms, even the ones located on the second
floorThe hotel A/C system is independent from the casino system so
regretfully I have no explanation on how your air quality in the room was
compromisedI wish that you have brought this to our attention so that we
could have assigned a different room for you and your wife ensuring a better
stayI am sorry you had to endure that kind of a bothersome odor
In regards to your
request, I will be happy to do one of two things for youI can either extend
you a future complimentary stay in one of our deluxe rooms, or, since you
mentioned a suite, I could upgrade your future reservation to a suiteYou
might wish to book your reservation via *** again or another provider; if
so, just let me know once you book it and I will make the arrangements for the
upgrade to one of our luxurious suitesOtherwise, I will be happy to have you
stay with us in one of our deluxe rooms for one night with our compliments
Both options are based on our availability, they are not transferable, and are
valid for one year from today’s dateI trust this will give you enough time to
decide and make your plans
*** *** you are a
valued guest and we appreciate your patronagePlease let me know if I could be
of any further assistanceWe look forward to welcoming you back to the Mount
Airy Casino & Resort
Most
sincerely,
Dimitri L***
Director of Hotel Operations
**. [redacted],
Thank you for taking the time to
write to us and share your experience from your recent stay at our hotel. There
is no one better to judge our performance than you, our guest.
We have made great efforts to
create an environment of comfort and sophistication for our guests **. [redacted],
therefore we are seriously concerned when we fall short of your expectations.
On behalf of the Hotel’s Management Team please accept my sincere apologies for
the inconveniences you experienced. Your comments were shared with our Reservations team for review on future online modifications. Your reservation was booked without the aid of a Guest Services Agent through our online system. The terms and conditions advise of the resort fee and additional person fees and must be selected as agreed in order to complete the booking. Once the reservation is booked a confirmation email is sent reconfirming and advising of the resort fee again. All of the charges were noted and listed prior to the time of check in during this booking process. We apologize for any confusion in utilizing these features. The registration card also signed at the time of check in also denotes all fees and charges.
While we do offer the online bookings for individuals to secure on their own, we also offer assistance with agents reviewing and confirming bookings. In the future, please let us know if you have any difficulties or questions and we would be happy to secure a booking for you or assist in advance. Our goal is for you to have a memorable and enjoyable stay.
**. [redacted] thank you for
your feedback. You are a valued guest and we appreciate your
patronage. We hope to welcome you back to the Mount Airy Casino &
Resort.
Thank you,
[redacted]Guest Services Manager
[redacted]Mount
Airy Casino Resort312 Woodland Road
Mount Pocono, PA 18344
###-###-####
###-###-#### Fax
**. [redacted],
I apologize, as I stated verything is noted on what you signed and accepted. We are not issuing a refund or any compensation. Again, please feel free to contact me at the number below with any further questions or concerns.
Regards,
[redacted]Guest Services Manager[redacted]Mount Airy Casino Resort312 Woodland RoadMount Pocono, PA 18344###-###-####