Musicsmith Shop

Our company has attempted to search the guest via name, email address, amount spent and date that she says that she booked, but I;m not seeing any information for her within our systemsUntil further information can be given to me, like a confirmation number, there's no way that I can comment on the case, or assist the guestIf she's willing to give me the confirmation number, I can then search her reservation receipt and assist moving forwardThank you,Jessica T [redacted]

The guest contacted our company on 10/25/to change the room typeUnfortunately, the booking that the guest booked was a NON-REFUNDABLE booking as stated by the hotel, [redacted] Express Denver DowntownOur company and the guest must adhere to the hotel's cancellation policy as stated in the guest's reservation receiptThe guest was notified and agreed to this policy upon paying for the booking (please see attached reservation receipt - cancellation policy is in print)Once we notified the guest that we could not change the room type because there was a NON-REFUNDABLE policy in place, she stated that she would dispute the hotel booking with her bankThis policy was not set by our company, it was set by the hotel, [redacted] Express Denver DowntownWe are being charged in full by the hotel for the guest's booking, therefore the cancellation policy must be upheldWe have yet to receive a dispute from the guest's bank or our merchant services

On 01/02/2017, Our agent, Adriana, spoke with [redacted] at [redacted] (the hotel supplier) and was advised that they were in contact with the hotel and resolved the error of the cancellationThe guest was allowed to check-in.After the initial error was resolved, the hotel was requesting the guest pay the additional guest fee as the guest only selected adult on both reservations, per room, but when arriving, she had a total of guests, guests per roomThe discount that the guest received when booking the 1-person per room reservation was $discount per reservation, totaling a $discountIt is our feeling that the guest booked the 1-person per room reservation to receive the greatest discountIf she knew that she had people per room, why did she not book that reservation to begin with?It is the hotel's discretion to charge for additional guests, per room, and we advise guests to review each room rate before booking

I was not even aware who handled the complaint situation I first contacted the company through which I booked Seagull before they route me to Alliance Furthermore it is not my job to contact various agencies during my stay It was the hotels job to figure out an appropriate compensation for the inconvenience they've createdThe fact that they are lying about my trying to get an upgrade is preposterous I was looking to stay in a room with did NOT reek of weed, a room that HAD ELECTRICITY and a room that was NOT covered in hair and seven I think that's a reasonable request They have wasted my time by switching me to these disgusting rooms and they were unwilling to provide compensation on site As you can see this has been an arduous process getting this resolved, so they are saying I should have wasted my entire vacation on this back and forth bickering? As I mentioned earlier, restaurant com is not a reputable company and requires me to spend my own money in order to take advantage of this so called gift card It doesn't make sense that I should be compensated for my inconvenience by forcing me to spend money I already told Charles that he needs to send me a gift card like [redacted] [redacted] etc and not force me to participate in the scheme that they have going on with restaurantCom

Unfortunately, *** *** booked the incorrect amount of people per roomWe can not be held liable for thatShe clearly knew at the time of booking that she would have people per room, so that is the amount of people that she should have booked at the time of reserving the reservationsThe attachments that *** *** sent in the last response, do not correspond with the dates of her booking, as they show 2/1/17-2/2/Her actual reservation dates were 1/1/17-1/2/17, thus the two can not be compared as rates and availability at hotels change dailyOur records indicated a $difference from the one person per room vsthe persons per room, thus the guest clearly booked the lesser of the two in hopes to further save more money than she already hadOur records also indicate that *** *** booked an all-inclusive hotel for $per night/per room, thus saving over $2,for both rooms, off the originally listed prices

Thank you for notifying us of the customer’s concern regarding her stay at *** *** *** ***We spoke to the guest on 11/13/15, as she contacted us via email after her departureShe notified us that although she did stay the full nights from 11/to 11/9, she was not happy with the
rooms, and was seeking a partial credit for the hotel reservationShe advised that during her stay, the hotel relocated her times to assist with the concerns that she had in regards to room quality & features; but, even after each move, she was still unhappy with the room providedWe contacted the hotel to get further information, and were advised by staff that the hotel did everything within its power to address her concerns each time she came to the front desk, however, the hotel staff felt that she was seeking an upgraded room without having to pay the upgrade fee that the hotel requiresWe offer two phone numbers that guests can call during their stay, for business hours and after-hours, our staff has no record of any contact from her during her stayHad we received notification that she was experiencing issues, we could have negotiated with the staff for upgrades, or assisted her with relocationHowever, since we only heard about her concerns days after her stay at the hotel had ended, and since the guest made full use of the room, the hotel was ultimately unwilling to offer any monetary compensationAs an Agency, we have no control over the cleanliness hotelsWe offer *** ratings on the hotels so our guests can make informed selections based on those reviewsAs an advocate for our guests, and as a sign of good faith, we offered the guest a $50 *** voucherWe are very sorry to hear that she experienced poor quality issues at the hotel, and we have taken additional steps to ensure the management at the hotel is aware of the guest’s concerns and will remove the hotel from our list of hotel options should they ignore our correspondence

The customer contacted us at original to advise that she was upset the hotel charged a surcharge for her disabled child to take the shuttle service to the local amusement parkWe checked and this was not a surcharge specific to them, all guests must pay for the shuttle serviceShe contested that
because her son was disabled and didn't have the option of getting to the amusement park any other way that the hotel had to waive the fees for this serviceWe politely tried several times to refer her to the hotel as that is not something we could assist her with waiving as it is an ancillary service provided by the hotelAt that time she became upset and said there were other problems with the hotelWe asked her to describe problems she was having with the hotel because those would be real concerns we could addressShe became very upset, screaming that her child’s disabilities were none of our businessesWe did not ask her about her child, we simply asked what the hotel was doing wrong that was causing her concern. The customer seemed to indicate that the confusion regarding us asking about her child’s medical condition was resolved. At this point the customer changed her concern stating that we provided her with misinformation as to the location of the hotel. She indicated that our website advised her it was directly across the street from DisneylandOur site does not indicate that at all, the map clearly shows several streets, and a highway between the twoThe customer’s description of how our personnel behaved toward her is simply not true. We take all of our customer’s concerns very seriously and do our best to find resolution

** *** contacted our customer service department on 8/11/stating the the resort fee and cleaning fee was not disclosed at the time of purchase. Our agent reviewed the site and found that the fees were disclosed prior to booking. The customer seemed satisfied with this
response. He asked that a screen shot be sent to him. I have attached a screen shot from our booking engine for this hotel. With the screen shot I have placed a red border around the area where the fees were disclosed. Here is the exact wording disclosed to the customer prior to the customer confirming their booking.Mandatory Fees and TaxesYou'll be asked to pay the following charges at the hotel:Cleaning fee: USD per accommodation, per stayEnergy surcharge: USD per accommodation per stayResort fee: USD per accommodation, per stayWe have included all charges provided to us by the propertyHowever, charges can vary, for example, based on length of stay or the room you book.If you need any additional information, please contact me at ***Thank you for this opportunity to respond

We have made several attempts to contact *** *** through phone and email and she has not responded to us. Mrs*** did purchase a prepaid hotel room. When she checked in, there was a problem with the form of payment provided to the hotel so the hotel did place an authorization
on Mrs*** credit card. However, once the payment issue was resolved, the hotel advised us that the authorization they had place on her card was removed. Since Mrs*** has not responded to us to either confirm or deny the hotels statement, we now consider this matter closed.Thank you, Edward W***

We have made several attempts to contact *** *** through phone and email and she has not responded to us. Mrs*** did purchase a prepaid hotel room. When she checked in, there was a problem with the form of payment provided to the hotel so the hotel did place an
authorization on Mrs*** credit card. However, once the payment issue was resolved, the hotel advised us that the authorization they had place on her card was removed. Since Mrs*** has not responded to us to either confirm or deny the hotels statement, we now consider this matter closed.Thank you,
Edward W***

Thank you for allowing us the opportunity to respond to this complaint. Prior to a customer placing a booking with us, we make it very clear what the room rate is, what the taxes will be, what the service charge is, and what the cancellation policy is. Our customer has to review all of this...

information, and then click a box confirming that they understand all the details about their reservation. Our service fees are completely separate from a hotels cancellation fees. While we are under no obligation to refund Ms [redacted] any, or all of the service fee she paid, we will refund her the remaining $30.00 she paid (the other $30.00 has already been refunded). This credit will appear on her statement within 14 business days. We hope that Ms [redacted] has a nice holiday season, and will see fit to utilize our services in the future.

Please read my complaint. I never said I did not check in. I am not new to making reservations. I travel extensively as I work for an Airline. I attached the wording of [redacted] travel which says "The rates we show are PER ROOM, not per person as some other [redacted] websites quote, so watch that when you go to compare rates. Where they might say the room is $89 per night, their rate is per person based on double occupancy or in this example $178 per night for two people. When you go to our site, you will see that same room for $167 but that is per room per night based on 2 people in the room." I booked two adults per room as stated in my complaint. When the confirmation did not show if it is one or two adults, I did not worry about it based on the site stating it is the same rate. I also went back to the site to confirm it would be the same rate if it was one or two people. See attachments. If there was one person booked versus two, it was still the same rate at final check out. Your feeling that I did this to receive the greatest discount is absolutely incorrect. So you can see, I did review each room rate before booking.I attached the email where Alecca admits there is an error. She states "I recreated the search for this reservation and when the guest selects 1 or 2 adults the rate remains the same as most rates are based on single or double occupancy, when selecting 3 or more travelers, the rate does increase." It would not matter if it was 1 adult or 2 adults in the room. As for the error and me getting a great rate, how is that my fault? When airlines publish a rate that is an extreme discount, they honor it. And do not wait until you check in to tell you they want more money.If you would like to have your legal department call me, I will be glad to discuss this with them.

Ms. [redacted], 
We absolutely agree with your statement: “Furthermore it is not my job to contact various agencies during my stay.  It was the hotels job to figure out an appropriate compensation for the inconvenience they've created.” And we support you in your attempts to do just that. As an agency will have only limited leverage it getting an independent hotel to do their job responsibly. First, on your behalf, we can contact the hotel and request a reasonable settlement for your inconvenience (which we have done and they refused to offer any compensation). Second, we can threaten to remove them from all future bookings through our network if we feel they have treated our customers unfairly (again, which we have done based on your complaint). 
 
Regarding the restaurant.com voucher, for some perspective, Alliance makes less than $5. for each reservation made through our online network. I feel you are looking for compensation from the wrong party.  We certainly did nothing wrong. We want to try our be our customer’s advocate; but ultimately, we don’t own or manage this property, so we cannot dictate to them the amount of money you feel they should be refunded.

Thank you for notifying us of the customer’s concern regarding her stay at [redacted]. We spoke to the guest on 11/13/15, as she contacted us via email after her departure. She notified us that although she did stay the...

full 5 nights from 11/4 to 11/9, she was not happy with the rooms, and was seeking a partial credit for the hotel reservation. She advised that during her stay, the hotel relocated her 4 times to assist with the concerns that she had in regards to room quality & features; but, even after each move, she was still unhappy with the room provided. We contacted the hotel to get further information, and were advised by staff that the hotel did everything within its power to address her concerns each time she came to the front desk, however, the hotel staff felt that she was seeking an upgraded room without having to pay the upgrade fee that the hotel requires. We offer two phone numbers that guests can call during their stay, for normal business hours and after-hours, our staff has no record of any contact from her during her stay. Had we received notification that she was experiencing issues, we could have negotiated with the staff for upgrades, or assisted her with relocation. However, since we only heard about her concerns days after her stay at the hotel had ended, and since the guest made full use of the room, the hotel was ultimately unwilling to offer any monetary compensation. As an Agency, we have no control over the cleanliness hotels. We offer [redacted] ratings on the hotels so our guests can make informed selections based on those reviews. As an advocate for our guests, and as a sign of good faith, we offered the guest a $50 [redacted] voucher. We are very sorry to hear that she experienced poor quality issues at the hotel, and we have taken additional steps to ensure the management at the hotel is aware of the guest’s concerns and will remove the hotel from our list of hotel options should they ignore our correspondence.

I was not even aware who handled the complaint situation.  I first contacted the company through which I booked Seagull before they route me to Alliance.  Furthermore it is not my job to contact various agencies during my stay.  It was the hotels job to figure out an appropriate compensation for the inconvenience they've created. The fact that they are lying about my trying to get an upgrade is preposterous.  I was looking to stay in a room with did NOT reek of weed,  a room that HAD ELECTRICITY   and a room that was NOT covered in hair and seven.  I think that's a reasonable request.  They have wasted my time by switching me to these disgusting rooms and they were unwilling to provide compensation on site.  As you can see this has been an arduous process getting this resolved,  so they are saying I should have wasted my entire vacation on this back and forth bickering? As I mentioned earlier,  restaurant . com is not a reputable company and requires me to spend my own money in order to take advantage of this so called gift card.  It doesn't make sense that I should be compensated for my inconvenience by forcing me to spend money.  I already told Charles that he needs to send me a normal gift card like [redacted]  etc  and not force me to participate in the scheme that they have going on with restaurant. Com

Ms. [redacted], We absolutely agree with your statement: “Furthermore it is not my job to contact various agencies during my stay.  It was the hotels job to figure out an appropriate compensation for the inconvenience they've created.” And we support you in your attempts to do just that. As an agency will have only limited leverage it getting an independent hotel to do their job responsibly. First, on your behalf, we can contact the hotel and request a reasonable settlement for your inconvenience (which we have done and they refused to offer any compensation). Second, we can threaten to remove them from all future bookings through our network if we feel they have treated our customers unfairly (again, which we have done based on your complaint).  Regarding the restaurant.com voucher, for some perspective, Alliance makes less than $5. for each reservation made through our online network. I feel you are looking for compensation from the wrong party.  We certainly did nothing wrong. We want to try our be our customer’s advocate; but ultimately, we don’t own or manage this property, so we cannot dictate to them the amount of money you feel they should be refunded.

The guest contacted our company on 10/25/16 to change the room type. Unfortunately, the booking that the guest booked was a NON-REFUNDABLE booking as stated by the hotel, [redacted] Express Denver Downtown. Our company and the...

guest must adhere to the hotel's cancellation policy as stated in the guest's reservation receipt. The guest was notified and agreed to this policy upon paying for the booking (please see attached reservation receipt - cancellation policy is in print). Once we notified the guest that we could not change the room type because there was a NON-REFUNDABLE policy in place, she stated that she would dispute the hotel booking with her bank. This policy was not set by our company, it was set by the hotel, [redacted] Express Denver Downtown. We are being charged in full by the hotel for the guest's booking, therefore the cancellation policy must be upheld. We have yet to receive a dispute from the guest's bank or our merchant services.

On 01/02/2017, Our agent, Adriana, spoke with [redacted] at [redacted] (the hotel supplier) and was advised that they were in contact with the hotel and resolved the error of the cancellation. The guest was allowed to check-in.After the initial error was resolved, the hotel was requesting...

the guest pay the additional guest fee as the guest only selected 1 adult on both reservations, per room, but when arriving, she had a total of 4 guests, 2 guests per room. The discount that the guest received when booking the 1-person per room reservation was $1013.99 discount per reservation, totaling a $2027.98 discount. It is our feeling that the guest booked the 1-person per room reservation to receive the greatest discount. If she knew that she had 2 people per room, why did she not book that reservation to begin with?It is the hotel's discretion to charge for additional guests, per room, and we advise guests to review each room rate before booking.

Our company has attempted to search the guest via name, email address, amount spent and date that she says that she booked, but I;m not seeing any information for her within our systems. Until further information can be given to me, like a confirmation number, there's no way that I can...

comment on the case, or assist the guest. If she's willing to give me the confirmation number, I can then search her reservation receipt and assist moving forward. Thank you,Jessica T[redacted]

I recently booked a hotel in Chicago with this company. I received a confirmation email on 4/28 that I had paid for the hotel room which was for 5/28/2016. I arrived early at the hotel to start the check in process. To my surprise, they indicated they had no record of the reservation. They recommended I reach out to the travel agency to try and resolve the issue. The number on the confirmation was to an automated system that took me through a loop and would hang up on me. Luckily, I was able to log onto my credit card's account and find a phone number under the charge. I was finally able to get in contact with a customer service representative who assured me she would reach out to the hotel and correct the issue and would call me back. I did not feel comfortable with this, however she did not give me any other option. So, I agreed. 30 minutes later, I had not received any return call or update, so I decided to call back. When I called back, the rep indicated that the initial rep was working on my issue still and would give me a call back. By this time, I was researching to make a reservation somewhere else as my hotel was totally booked. 20 minutes later, still no return call. I call back and the 3rd rep stated that there was no record of my call. Now I'm furious and start asking for my money back. She indicated that could not happen. I then attempted to escalate to a supervisor as it was obvious they were giving me the runaround. Immediately after my request, she was able to find that the original rep is working with the hotel and my reservation would show up in 10 minutes! I obviously didn't trust them, but had no choice but to wait. So, 10 minutes later I go to check in again. When I go to check in, they did tell me that they were on the phone with this travel agency, but they still have not resolved the issue. An hour passed and the hotel advised me that the travel agency agreed to book a hotel in their sister property across the street. I arrive at the other hotel, and they had not yet received the reservation (surprise). I call back, they indicate that they decided to refund my money. They never even called to let me know this is how they were resolving my issue. So, long story short, I had to pay $150 extra for a hotel room somewhere else because this company did not file my reservation. We also wasted 3 hours to try and get the issue resolved which wasn't every truly resolved.