Initial Business Response /* (1000, 8, 2017/08/31) */
[redacted] booked a Loft Suite with seating area dining room table on the lower level and on the second floor 2 queens beds and full bathroom at $[redacted] plus tax, unfortunately due to some error we were unable to accommodate at check in....
Guest was issued a family Suite (Unfortunately I don't think this was explained on check in) with 2 queen beds, separate room with bunk beds and seating area (room [redacted])
[redacted] came back to the front desk to express his concern, the front desk supervisor apologised for the mistake on our behalf and discounted the rate to $[redacted] plus tax. I discussed with the front desk supervisor just after and the guest seemed good with discount.
[redacted] has since left 3 reviews on 3 different websites issuing the lowest score to us, we have reached out and invited him back for a complimentary stay as well.
We have not heard anything back as of August 23rd.
Initial Consumer Rebuttal /* (3000, 10, 2017/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You still did not explain "some error". I booked on your website, and the reservations were in your system. We even called the day before and everything was fine. This was not some error, all I want to hear from you is that it was done intentionally.
And yes, I rated you 1 star because that is what you deserved. I also do not want your complimentary stay. I would not stay at the Rodd Royalty ever again I don't even care if it is free, I'd rather pay for a hotel that will not pull this on their customers.
Initial Business Response /* (1000, 8, 2017/08/31) */
[redacted] booked a Loft Suite with seating area dining room table on the lower level and on the second floor 2 queens beds and full bathroom at $[redacted] plus tax, unfortunately due to some error we were unable to accommodate at check in....
Guest was issued a family Suite (Unfortunately I don't think this was explained on check in) with 2 queen beds, separate room with bunk beds and seating area (room [redacted])
[redacted] came back to the front desk to express his concern, the front desk supervisor apologised for the mistake on our behalf and discounted the rate to $[redacted] plus tax. I discussed with the front desk supervisor just after and the guest seemed good with discount.
[redacted] has since left 3 reviews on 3 different websites issuing the lowest score to us, we have reached out and invited him back for a complimentary stay as well.
We have not heard anything back as of August 23rd.
Initial Consumer Rebuttal /* (3000, 10, 2017/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You still did not explain "some error". I booked on your website, and the reservations were in your system. We even called the day before and everything was fine. This was not some error, all I want to hear from you is that it was done intentionally.
And yes, I rated you 1 star because that is what you deserved. I also do not want your complimentary stay. I would not stay at the Rodd Royalty ever again I don't even care if it is free, I'd rather pay for a hotel that will not pull this on their customers.