As discussed with complainant on the phone when originally brought to my attention, the amount in question is not an actual charge, but a pending authorization for anticipated chargesAs it is typical in the hotel industry, an authorization hold is placed on a credit/debit card in an amount equal to room and tax plus a percentage (in this case 17%) to cover any incidentalsIn the case of this guest there was an initial authorization of $1,on September 9, as Well as a cash payment on September 9, for $1,The total charges for the hotel stay were 52,The night auditor on September 16, did not notice the Cash payment and saw a discrepancy of payment versus charges and authorized the additional $1,that the complainant is referring to.Once the guest checks out, a final charge is placed against the amount on hold and the remaining balance on hold is release at a time determined by the cards issuing financial institution (i.e.: Bank)For US banks, this time frame is typically 5-business days from the date of authorization on credit cardsDebit cards and foreign issued Credit cards can typically take anywhere from the aforementioned 5-day up to 30-days, again dependent upon the bankThe hotel has no control over the time frame in which banks release the hold authorizations.As this authorization was placed on Saturday, September 17,2016, the typical 5-day period would result in the hold being released on or around Friday, September 23, If this is on a foreign card or a debit card, the hold may still linger on the account as "pending" until the predetermined time frame established by the complainant's bank has been reached.We have extended to the complainant an offer to help expedite release provided they provide certain information to us to allow us to contact their bank directly; however this has not transpired so we assume that they have opted to wait the prescribed time to see if it remedies itself.In response to the desired outcomes:1) We have not taken any additional money therefore there is nothing for us to give back.2) As was explained on phone, it is only an authorization that places those funds on hold for anticipated charges to come3) There was no mistake; therefore there is no need to check additional guest records.In response to desired settlement and explanation was made to complainant via telephone and is detailed above in our response to complaint,Sincerely,David *.S [redacted] Income Auditor
[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 as Answered] Complaint: [redacted] I am rejecting this response because: We clearly told Justin that we lost our envelope with $inside of it and he told us the we must get our facts straight and that's why we told them the story of our cash and headphones that were missing Regards, [redacted] [redacted]
Mr*** stayed in our Hotel from November 2nd to November 7thUpon check out the guest informed our Manager on Duty that their headphones had been taken from the room, in an effort to duel any problems the manager actually went beyond their authority and issued a refund to the guest's credit
card for the purchase price of the headphones totaling $My Manager says there was no mention during that interaction that there was a claim of cash missing, it was only after the guest had checked out of the hotel that he made the assertion that cash was missing.We investigated by reviewing electronic lock information and videoWe did not observe any unauthorized access to the guest rooms, responded to Mr*** and Intercontinental Hotel Groups Customer Care on several occasions regarding the headphones and claim of missing cash and explained the credit was issued for the headphones and that We provide in room safes and safety deposit boxes at the desk for guests to store anything of value, DC Code 30-is posted in each guest room as well as in the lobby, it states "establishment shall not be liable for the loss or destruction of or damage to, any personal property of a guest or patron not deposited for safekeeping".While I Know that this is not the answer Mr*** would like, it was his/his parties responsibility to secure all valuablesNo further claim will be paid.Thank you,Linda LN***Assistant General Manager
As discussed with complainant on the phone when originally brought to my attention, the amount in question is not an actual charge, but a pending authorization for anticipated charges. As it is typical in the hotel industry, an authorization hold is placed on a credit/debit card in an amount equal...
to room and tax plus a percentage (in this case 17%) to cover any incidentals. In the case of this guest there was an initial authorization of $1,000.00 on September 9, 2016 as Well as a cash payment on September 9, 2015 for $1,271.13. The total charges for the hotel stay were 52,235.18. The night auditor on September 16, 2016 did not notice the Cash payment and saw a discrepancy of payment versus charges and authorized the additional $1,000.00 that the complainant is referring to.Once the guest checks out, a final charge is placed against the amount on hold and the remaining balance on hold is release at a time determined by the cards issuing financial institution (i.e.: Bank). For US banks, this time frame is typically 5-7 business days from the date of authorization on credit cards. Debit cards and foreign issued Credit cards can typically take anywhere from the aforementioned 5-7 day up to 30-45 days, again dependent upon the bank. The hotel has no control over the time frame in which banks release the hold authorizations.As this authorization was placed on Saturday, September 17,2016, the typical 5-7 day period would result in the hold being released on or around Friday, September 23, 2016. If this is on a foreign card or a debit card, the hold may still linger on the account as "pending" until the predetermined time frame established by the complainant's bank has been reached.We have extended to the complainant an offer to help expedite release provided they provide certain information to us to allow us to contact their bank directly; however this has not transpired so we assume that they have opted to wait the prescribed time to see if it remedies itself.In response to the desired outcomes:1) We have not taken any additional money therefore there is nothing for us to give back.2) As was explained on phone, it is only an authorization that places those funds on hold for anticipated charges to come. 3) There was no mistake; therefore there is no need to check additional guest records.In response to desired settlement and explanation was made to complainant via telephone and is detailed above in our response to complaint,Sincerely,David *.S[redacted] Income Auditor
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
We clearly told Justin that we lost our envelope with $900 inside of it and he told us the we must get our facts straight and that's why we told them the story of our cash and headphones that were missing.
Regards,
[redacted] [redacted]
As discussed with complainant on the phone when originally brought to my attention, the amount in question is not an actual charge, but a pending authorization for anticipated chargesAs it is typical in the hotel industry, an authorization hold is placed on a credit/debit card in an amount equal to room and tax plus a percentage (in this case 17%) to cover any incidentalsIn the case of this guest there was an initial authorization of $1,on September 9, as Well as a cash payment on September 9, for $1,The total charges for the hotel stay were 52,The night auditor on September 16, did not notice the Cash payment and saw a discrepancy of payment versus charges and authorized the additional $1,that the complainant is referring to.Once the guest checks out, a final charge is placed against the amount on hold and the remaining balance on hold is release at a time determined by the cards issuing financial institution (i.e.: Bank)For US banks, this time frame is typically 5-business days from the date of authorization on credit cardsDebit cards and foreign issued Credit cards can typically take anywhere from the aforementioned 5-day up to 30-days, again dependent upon the bankThe hotel has no control over the time frame in which banks release the hold authorizations.As this authorization was placed on Saturday, September 17,2016, the typical 5-day period would result in the hold being released on or around Friday, September 23, If this is on a foreign card or a debit card, the hold may still linger on the account as "pending" until the predetermined time frame established by the complainant's bank has been reached.We have extended to the complainant an offer to help expedite release provided they provide certain information to us to allow us to contact their bank directly; however this has not transpired so we assume that they have opted to wait the prescribed time to see if it remedies itself.In response to the desired outcomes:1) We have not taken any additional money therefore there is nothing for us to give back.2) As was explained on phone, it is only an authorization that places those funds on hold for anticipated charges to come3) There was no mistake; therefore there is no need to check additional guest records.In response to desired settlement and explanation was made to complainant via telephone and is detailed above in our response to complaint,Sincerely,David *.S [redacted] Income Auditor
[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 as Answered] Complaint: [redacted] I am rejecting this response because: We clearly told Justin that we lost our envelope with $inside of it and he told us the we must get our facts straight and that's why we told them the story of our cash and headphones that were missing Regards, [redacted] [redacted]
Mr*** stayed in our Hotel from November 2nd to November 7thUpon check out the guest informed our Manager on Duty that their headphones had been taken from the room, in an effort to duel any problems the manager actually went beyond their authority and issued a refund to the guest's credit
card for the purchase price of the headphones totaling $My Manager says there was no mention during that interaction that there was a claim of cash missing, it was only after the guest had checked out of the hotel that he made the assertion that cash was missing.We investigated by reviewing electronic lock information and videoWe did not observe any unauthorized access to the guest rooms, responded to Mr*** and Intercontinental Hotel Groups Customer Care on several occasions regarding the headphones and claim of missing cash and explained the credit was issued for the headphones and that We provide in room safes and safety deposit boxes at the desk for guests to store anything of value, DC Code 30-is posted in each guest room as well as in the lobby, it states "establishment shall not be liable for the loss or destruction of or damage to, any personal property of a guest or patron not deposited for safekeeping".While I Know that this is not the answer Mr*** would like, it was his/his parties responsibility to secure all valuablesNo further claim will be paid.Thank you,Linda LN***Assistant General Manager
As discussed with complainant on the phone when originally brought to my attention, the amount in question is not an actual charge, but a pending authorization for anticipated charges. As it is typical in the hotel industry, an authorization hold is placed on a credit/debit card in an amount equal...
to room and tax plus a percentage (in this case 17%) to cover any incidentals. In the case of this guest there was an initial authorization of $1,000.00 on September 9, 2016 as Well as a cash payment on September 9, 2015 for $1,271.13. The total charges for the hotel stay were 52,235.18. The night auditor on September 16, 2016 did not notice the Cash payment and saw a discrepancy of payment versus charges and authorized the additional $1,000.00 that the complainant is referring to.Once the guest checks out, a final charge is placed against the amount on hold and the remaining balance on hold is release at a time determined by the cards issuing financial institution (i.e.: Bank). For US banks, this time frame is typically 5-7 business days from the date of authorization on credit cards. Debit cards and foreign issued Credit cards can typically take anywhere from the aforementioned 5-7 day up to 30-45 days, again dependent upon the bank. The hotel has no control over the time frame in which banks release the hold authorizations.As this authorization was placed on Saturday, September 17,2016, the typical 5-7 day period would result in the hold being released on or around Friday, September 23, 2016. If this is on a foreign card or a debit card, the hold may still linger on the account as "pending" until the predetermined time frame established by the complainant's bank has been reached.We have extended to the complainant an offer to help expedite release provided they provide certain information to us to allow us to contact their bank directly; however this has not transpired so we assume that they have opted to wait the prescribed time to see if it remedies itself.In response to the desired outcomes:1) We have not taken any additional money therefore there is nothing for us to give back.2) As was explained on phone, it is only an authorization that places those funds on hold for anticipated charges to come. 3) There was no mistake; therefore there is no need to check additional guest records.In response to desired settlement and explanation was made to complainant via telephone and is detailed above in our response to complaint,Sincerely,David *.S[redacted] Income Auditor
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
We clearly told Justin that we lost our envelope with $900 inside of it and he told us the we must get our facts straight and that's why we told them the story of our cash and headphones that were missing.
Regards,
[redacted] [redacted]
.