ParkSleepFly.com Inc

[redacted]I am very sorry to learn of your recent experience wi[redacted]t. Although we are a reservation service for the hotel, we are not involved in their daily operations. Please be assured that I have forwarded your concerns to their management for review.In the...

meantime, I have issued a refund of the $25.40 you paid to [redacted] to secure the reservation. You should see this transaction reflected on your card within the next few days. In addition, I have added a $20.00 credit to your [redacted] account, which you can apply to the prepaid amount on your next reservation.I apologize for any inconvenience this situation may have caused, and I appreciate your taking the time to let us know of your concerns. It is only through feedback like this that we become aware if we are meeting the needs of our customers, and also whether our hotel partners are meeting those expectations. We do value your business, and I hope we can help provide you with a better experience on your next trip.If I may be of further assistance in the future, please let me know.Sincerely,[redacted]

I booked through ParkSleepFly and they held a part of the tariff. When I reached the hotel, there was no reservation. After thorough check also they could not find the booking. Luckily they had rooms so I paid again to get new reservation.
When I send them a query, they said they got confirmation from the hotel that booking data was present. I went to the hotel again to confirm but the same answer.
So I had to pay much more than the room. I will not go with them again.

We are very sorry for any misunderstanding regarding your recent reservation. Our ParkSleepFly packages include one night's stay at the hotel and a specific number of parking days. Those rates are provided by each hotel’s management. In most cases, each individual calendar day that your vehicle is...

parked at the hotel is considered one of the parking days for the package, even the date of your overnight stay and the date of your return. There are some hotels that do not count the night of the overnight stay as one of the parking days, which is at their discretion. Although we are not able to adjust the billing in our system, the hotel always has authority to change the balance due as needed. We estimated the total based on the dates that were entered at the time the reservation was made, and the prepaid deposit amount was a portion of that total. In this instance, you requested a stay for the night of November 9, with parking until November 20, which is considered a 12-day stay. The ParkSleepFly package included 7 days of parking, so the total included 5 additional parking days in the estimated total. This information was provided on the checkout page prior to your completing the reservation. Please note that we did not bill you for the additional parking days, although we included that amount in the estimated total. We quoted your total as $256.30 and charged $37.85, leaving the remaining balance due as $218.45. Again, the hotel is able to adjust that balance on their end but it is up to their management to make that decision. Because you indicated that you and your credit card company have already reduced our payment by $20 for the amount you feel you were overcharged, we consider this matter to be closed. Cathy Y[redacted]Customer Service ManagerParkSleepFly.com

I reserved a room through parksleepfly. When I arrived at the hotel they had no record of my reservation. When I called the customer service number for parksleepfly on my reservation email, there was no answer. I left a message about the problem and they never called me back. I will never use them again

Review: We booked a room at the [redacted] for Sept. 16 2015 through ParkSleepFly. We got via email a conformation on Sept. 11th. with a conformation ID # [redacted]. We drove 2 hours to the [redacted] and they stated not only did we not show up in their reservation system they were no longer were doing business with ParkSleepFly at all and had not for some time. We paid $50.00 deposit and $5.00 service fee for the reservation. There is no phone number on the web site to contact ParkSleepFly to request a refund. This left me no choice but to file a complaint with the Revdex.com. The [redacted] further stated that there was a convention in town and we wouldn't find a room within 100 miles, we tried and they right. We ended up driving home 85 miles got hoe at 10:30 pm and had to leave at 3:00 am the next morning to make of flight.Desired Settlement: ParkSleepFly needs to take off their list hotels they can not or don't do business with so the consumer knows what to expect.

Business

Response:

Hello Brian,I am very sorry to learn that the hotel did not have your reservation on file when you arrived. I would like to take a moment to explain how our reservation process w[redacted]s. When a reservation is made through ParkSleepFly.com, the hotel immediately receives a fax and/or email with the reservation details; they must then enter the information into their own system. ParkSleepFly.com also sends a daily summary of all new reservations and any upcoming arrivals for that day. In addition, each hotel has an online account with 24-hour access to their ParkSleepFly reservations. We will certainly follow up with this hotel's management to make sure they are receiving and entering reservation information in a timely manner to prevent this type of occurrence from happening again.Please be assured that we issued a refund of the prepaid deposit amount. This transaction should be reflected on your card within five to seven business days.We truly apologize for any inconvenience this matter may have caused, and we appreciate your giving us the opportunity to address your concerns. We value your business and hope you will consider using our service again in the future. Sincerely,Cathy Y[redacted]Senior Customer Service AgentParkSleepFly.com

Review: I made a reservation with ParkSleepFly.com for the[redacted] hotel at[redacted] on January 13, 2014 and received a confirmation, #[redacted]. When I arrived at the hotel, I was told that they did not have a reservation for me and the hotel was sold out. My reservation price was $75.00 for the room and 30 days of parking. I tried to contact parksleepfly, but their office was closed. I contacted the [redacted] main office, but they said there was no reservation in the system and they couldn't help me. There was a weather issue that night in[redacted], and 99% of the hotels near the airport were sold out. After 2 hours, I finally found a reservation at another airport hotel for a room and parking. The room was $89.00 and the parking was an additional $30.00. I contacted parksleepfly the next day and was told it was not their fault, that[redacted] didn't tell them the hotel was sold out. They did refund my $14.00 deposit. However, I was forced to pay an additional $44 dollars and in addition, the hotel clerk was rude and basically told me it was not her problem and she was not going to help.Desired Settlement: I don't know if it was parksleepfly's mistake or[redacted], but I feel that one or the other should offer me a credit for the additional amount I had to pay. I have used parksleepfly.com in the past with no issues (and currently have another reservation for February, and I have stayed with [redacted] before and had no issues.

Business

Response:

Hello[redacted],I am very sorry to learn that the hotel did not have your reservation on file when you arrived. I would like to take a minute to explain how our reservation process works. When a reservation is made through ParkSleepFly.com, the hotel immediately receives a fax and/or email with the reservation details; they must then enter the information into their own system. ParkSleepFly.com also sends a daily summary of all new reservations and upcoming arrivals for that day. Each hotel also has an online account with 24-hour access to their ParkSleepFly reservations. Each hotel's management is responsible for entering any applicable blackout dates or notifying us ahead of time if they are unable to accommodate a reservation. It appears as though none of those measures were taken in this instance, and we will certainly follow up with their management to make sure they are monitoring their reservations properly in the future.As you noted, as soon as we were notified of your situation, we did issue a refund of the prepaid deposit amount. Although we are unable to issue any additional refund, I added a credit of $44.00 to your ParkSleepFly.com account today, which can be applied to the deposit amount on your next reservation through our website. (In order to use the credit for a future reservation, you will need to log into your ParkSleepFly.com account before submitting the reservation. When you reach the check-out page, please click the "Want to Use Credit?" link under the Reservation Summary on the right side of the page to apply the credit. It's important to remember that ParkSleepFly.com charges only a portion of the package cost, so the credit can only be applied to this amount. However, any remaining credits will remain on your account to use on another reservation.)Again, I regret that your most recent experience was less than satisfactory. It is only through our customer feedback that we become aware if we are meeting the needs of our clientele, and also whether or not our hotel partners are meeting our customers' expectations. We will certainly use this information to improve our service. I appreciate your giving us a chance to address your concerns, and I hope we can provide you with a better experience in the future.Sincerely,[redacted]ParkSleepFly.com, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I made a reservation to sleep one night at a hotel and park there for 9 days on this website. I paid my deposit and I got a confirmation letter. I did not think I needed to confirm a confirmed transaction--I've done this with hotels many times before. We got to the hotel ([redacted] Airport) and were told there fax machines had been down and they had no record of our reservation. It turned out to be an extremely busy night for hotels because of some convention, and we were lucky to get a reservation a ways away from the airport. (we called many hotels, my husband and I calling different hotels at the same time). Because our reservation was not honored, we had to pay $140.00+ more than we would have, had our reservation been honored. I chatted with Michelle at ParkSleepFly.com and asked for proof that they in fact got confirmation for our reservation, and if so, could I have a copy to pursue the issue with the hotel. She said that all she could do was reimburse my hotel deposit.Desired Settlement: Financial reimbursement or, if it is in fact the hotel's fault, information proving that so I can get financial reimbursement from the hotel.

Business

Response:

Hello [redacted],I am very sorry to learn that the hotel did not have your reservation on file when you arrived. I would like to take a moment to explain how our reservation process works. When a reservation is made through ParkSleepFly.com, the hotel immediately receives a fax and/or email with the reservation details; they must then enter the information into their own system. ParkSleepFly.com also sends a daily summary of all new reservations and any upcoming arrivals for that day. Each hotel also has an online account with 24-hour access to their ParkSleepFly reservations. The individual hotel's management is also responsible for entering any applicable blackout dates, or for notifying us ahead of time if they are unable to accommodate a particular reservation. In this instance, there was no notification from the hotel that there was any issue with your reservation. On August 5, they did request that we blackout the dates of September 15 and 16, but they never closed out September 17 so we had no way to know that there was a problem. I was able to research the fax transmissions and noted that the original fax was not transmitted successfully on 09/15/2015 (there was no answer from the hotel's fax machine). However, the fax was resubmitted the following morning and was received by the hotel. Please see the attachments I included as verification of this activity. Hopefully, this information will be useful if you decide to follow up with the hotel.As you indicated, we have already refunded your prepaid deposit amount. Although we are unable to issue any additional refund, I have added a credit of $25.00 to your ParkSleepFly.com account, which you can apply to the deposit amount on your next reservation through our website. (In order to use the credit, you will need to log into your ParkSleepFly.com account before submitting the reservation. When you reach the check-out page, please click the "Want to Use Credit?" link under the Reservation Summary on the right side of the page to apply the credit. It's important to remember that ParkSleepFly.com charges only a portion of the total in advance - so your credit can only be applied to this amount. Any remaining credit balance will remain on your account to use on another reservation.)Again, I regret that your most recent experience was less than satisfactory. It is only through our customer feedback that we become aware if we are meeting the needs of our clientele, and also whether or not our hotel partners are meeting our customers' expectations. We will certainly use this information to improve our service.I appreciate your giving us the opportunity to address your concerns, and I hope we can provide you with a better experience in the future.Sincerely,Cathy Y[redacted]Senior Customer Service AgentParkSleepFly.com

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It is true that the hotel did not do their part, but as a customer of ParkSleepFly.com, I trusted that when they told me I had a reservation, I did in fact have a reservation. If I have to call the hotel to verify a confirmation, their service is of no value. If there is even slight chance that a confirmation is not confirmed, there is a problem with business practice. I did everything asked of me, but PSF and [redacted] both let me down.

Sincerely,

I reserved a room through parksleepfly. When I arrived at the hotel they had no record of my reservation. When I called the customer service number for parksleepfly on my reservation email, there was no answer. I left a message about the problem and they never called me back. I will never use them again

Booked an overnight stay at [redacted] near local airport because I needed long term parking and shuttle included. Got confirmation number from this company and approximately 15 hours after booking later I had to cancel due to a major winter storm being predicted so my plans were aborted. I was charge a booking fee plus deposit which I took care of on a credit card.
Following the cancellation terminolgy on website, I called the hotel booked directly to cancel and to get cancellation number. Well, low and behold there was NO RECORD of my booking a reservation. Interesting that in our digital age, and 15 hours after booking this is no record of my reservation. What?
So I emailed this firm to explain and demanded 1. an explanation 2. a confirmation of the cancellation of the parking AND the hotel having not been able to cancel directly with the hotel as instructed on website...because they had no record under the name booked.
Thus far I have not received any cancellation confirmation number and credit for my deposit that this firm was so quick to take.

Review: I was billed for two nights lodging on my reservation instead of one.

I called customer service to have their error corrected and was assured that not only would the error be corrected but the extra deposit charged to my account would be refunded. She assured me this would be handle right away and my card would be credited for the overcharge. She also said she would follow up with a new confirmation. When I returned home from work I had another confirmation for the exact same bill - no corrections.

I tried to call right away but was told that they could not look up my confirmation. Desired Settlement: I am seeking a refund of the extra charges and a cancellation of the extra night of room I am being billed for.

Business

Response:

Business Response /* (1000, 5, 2013/06/24) */

Our records indicate that we issued a refund of $11.85, which was the deposit amount for the return night's stay on Reservation ID XXXXXX. This transaction was processed on 06/20/2013. The balance for this reservation is due at the hotel and will be approximately $79.00.

A revised reservation receipt has been emailed separately to Mr [redacted].