Penn Stater Conference Ctr Htl

Dear Ms***:This letter serves as a response to complaint ID *** made to the Revdex.com on October 10, I would like to address several discrepancies with this comptaint:Complainant states that he contacted the Penn Stater in June and inquired about reservations
for the Georgia State football weekend but that he was only placed on a waitlist at that timeDated records indicate that the complainant spoke directly with a hotel team member and confirmed a reservation on June 13th for a deluxe room for two nights (arrival date September 15th), with a confirmation letter subsequently forwarded via email outlining the cancellation and advance deposit policies associated with his reservationIt is noted that the email address provided in complainant's letter differs from the one provided at the time of booking.Complainant states in his letter that he gave the hotel two months to re-sell his room, however a day cancellation notice would not have resulted in his refund request being declined as the required notice was days in advance of arrivalComplainant's actual contact with the hotel Reservations' Department did not come until August 22nd when he called to discuss the advance deposit charge and requested a creditAt that time, his request was declined as he was within the cancellation period that had been provided to him.Complainant then disputed the charge with his credit card company and lost as we were able to provide record of communication with him regarding his reservation confirmation and the appropriate policiesComplainant advanced his efforts with the credit card company, placing it in arbitration and subsequently submitting his complaint to the Revdex.com.As an exception in this particular case, we have authorized a refund as requested by the complainant but wish to acknowledge the various discrepancies in the account of the situationThe Penn Stater Hotel and Conference Center followed all guidelines and procedures as laid out in the confirmation email and all other published literature regarding our home football weekends and other special event datesWhile we regret the frustration experienced by the complainant, we are dedicated to providing an environment that is fair and consistent for all of our guests and are confident that our team handled this appropriately.Sincerely Judy K***, CMP General Manager

Dear Ms***This letter serves as response to complaint ID #*** made by *** ***Ms*** made a reservation on 12/5/for a scheduled arrival on November 17, Upon making her reservation, she was emailed a copy of her confirmation letter, which outlined the required days'
notice for cancellationA second copy of the confirmation letter was sent on May 3, 2017, both to the email noted as contact information by the guest on complaint #***.The cancellation period for Ms***'s reservation expired on October 18, The required deposit on the reservation was processed on October 25th and Ms***'s first contact with us to cancel the reservation was submitted via email on October 31st - almost two weeks after the cancellation deadlineMs***'s email stated that she was surprised she had the reservation and requested a refund for the roomAt no time did Ms*** note any financial hardships or extenuating circumstances as the reason for cancellation.Pre-stay arrival pieces are sent from our property to our inbound guests within a few days of their arrival with a welcome message; unfortunately, Ms*** requested to cancel her reservation prior to that message being sentWe do our best to work with each of our guests to recognize any unique circumstances that may require consideration, while attempting to maintain a fair environment for all of our guests, but unfortunately Ms***'s complaint in this matter does not match the information in our records.Please feel free to contact me with any additional questions.Sincerely, Judy K*** CMPGeneral ManagerThe Penn Stater Hotel & Conference Center

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