Porto Vista Hotel & Suites

Research was done on this complaint and resolution was made directly with the Hotel GuestThe Mr*** called the hotel on the September 5th asking for a refund The complaint was filed to Revdex.com on the 6th, and his refund was processed on the 8thThe Guest Booked a NONREFUNDABLE rate to receive a lower rate, however the cancellation terms that were emailed were conflicting When Mr [redacted] brought the conflicting terms to the hotel's attention, a refund was immediately issued The Front Office Manager refunded Mr*** in full on September 8thThe cancellation policy error that was typed on the Advance Purchase NonRefundable booking was immediately corrected so this does not happen to future guests Mr***a had been sent our standard flexible policy in the confirmation email as appose to the non-refundable policy to reflect his actual booking We have conducted an audit in Guestfolio on all rate codes.Thank you, [redacted]

Good morning,I apologize for the delay in response.  [redacted] is no longer the GM and I am new to the hotel.  I will look into the guest complaint immediately and get you a response with in 24 Hours.Thank you,[redacted]General Manager

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My inconveniences were not alleged. I have photos & 2 other witnesses! I was promised a refund for 3 nights by a member of management and that's what I expect and deserve! I will take this further if no serious consideration is made. It is appalling that a company will allow a manager to be so deceitful and negligent! The room was not up to standard and the employees knew this. Between the three of us, we have over 5,000 friends of which we will advise not to stay here and to advise all their friends to do the same.
Regards,
[redacted]

To whom it may concern, this guest stayed with us at a highly reduced rate of $99 for 3 nights; We have already refunded her 2 of the 3 nights she stayed with us for her alleged inconveniences:  Will not be providing her with anymore refunds.

Research was done on this complaint and resolution...

was made directly with the Hotel Guest.... The Mr. [redacted] called the hotel on the September 5th asking for a refund.  The complaint was filed to Revdex.com on the 6th, and his refund was processed on the 8th. The Guest Booked a NONREFUNDABLE rate to receive a lower rate, however the cancellation terms that were emailed were conflicting.   When Mr. [redacted] brought the conflicting terms to the hotel's attention, a refund was immediately issued.   The Front Office Manager refunded Mr. [redacted] in full on September 8th. The cancellation policy error that was typed on the Advance Purchase NonRefundable booking was immediately corrected so this does not happen to future guests.  Mr. [redacted]a had been sent our standard flexible policy in the confirmation email as appose to the non-refundable policy to reflect his actual booking.  We have conducted an audit in Guestfolio on all rate codes.Thank you,[redacted]

Review: I left a brand-new dress (unworn with the tags still on) and jacket in the closet of the room I checked out of on 04/08/13. I called 3 few hours after checkout to notify the staff so I could come pick up the items and they told me they were not in lost & found. They said they would look into this further and contact me. No one called me back. I once again phoned the hotel and asked to speak to a manager. They put me on the phone with a gentleman named [redacted] and he explained that the room is not re-occupied and "maybe the housekeeping just didn't open the closet and see it." He did not call back to inform me so I called back once again. I was informed that they checked into it and could not find it. I asked to speak to a manager and spoke to a lady (whose name I don't know) and she said she would leave a message for director of operations and would have him call me, to let me know how they could rectify the items missing. No one has returned my phone call in almost a week. I am tired of calling and getting no customer service. The items left in the closet were not lost, they could not just "disappear into thin air."Desired Settlement: I would like the items found and returned or cost of the items that were stolen. Thank you for your help in this matter.

Review: Travel date 8/10/14-8/14/14

Guy at check-in was too busy ending his shift w/his beer in-hand to bother fixing the problem he started: booked two rooms, called a week ahead to make sure the rooms were side-by-side. I was told that both rooms were booked as such. Check-in approaches and all of a sudden I only have one room. Took forever to find this info even though it was in my name! Asked us to wait while he informed the manager....30 mins later u still hadn't informed the manager who was standing 1 foot away! No accommodations or apologies offered! Fast forward to the 2nd night: getting ready for a night out on the town, ceiling starts leaking. The maintenance man is sent up & proceeds to inform us that we needed to move to another room! We then advise that we have another room that we must stay near. "I can't do that" says the maintenance guy! After calling for the manager I was told [redacted] would call me back. As I'm waiting for this call (still waiting by the way...20mins later) the maintenance man comes back with two keys....no offers to ease the major inconvenience Btw, to say pretty much that we need to start moving b/c there's no manager here and he could get fired for giving us two new rooms, blah, blah, blah! he finally offers to move all our stuff (two rooms, 8 people total, young kids that were already in the bed) but letting us know how big of a deal it is that he is even offering to do this! That was 30 mins. ago! No night out on the town! We then agreed to be moved the next morning. All of a sudden the two rooms were no longer available. We were told by the manager to go out and enjoy our day. That our things (all packed) would be moved or the leak fixed. Got back to the hotel around 9pm (10 hours later), the front desk informed me that the leak was fixed. Of course, we walk into the room to water on the floor and the ceiling still leaking. Unacceptable to have guest living out of their luggage, susceptible to slipping on water and injuring themselves, & having to wait around for rooms to be ready at check-in. No maid service for one room on day 3. Maid service for the leaky room on day 4 but no fresh towels were left. Oh, I thought it was hilarious that I had to ask for accommodations after each major inconvenience. [redacted] the manager, agreed to call Hotwire and request a 3 night refund on our behalf on 8/12/14. I called Hotwire on 8/19/14; [redacted] had not called (SHOCKER). We were told that she would be in the following day after 8am. Called back on 8/20/14, no [redacted]. Finally got her on the phone on 8/21/14, she reneged on the agreement of 3 nights and only approved 2 nights because wine was left in our room on the night she lied and said the leak was fixed. When I was conference in to speak to her, she put us on hold and hung up. Hotwire called back and she refused to speak to me. She claimed to not lie to people (her words) but obviously that is a lie!! I was well within my rights to request a full refund. I’ve never been so disappointed in an establishment!! I reserved 2 rooms to the tune of $900+.Desired Settlement: I am requesting a refund for the night promised by managment totalling $99.00+tax

Business

Response:

To whom it may concern, this guest stayed with us at a highly reduced rate of $99 for 3 nights; We have already refunded her 2 of the 3 nights she stayed with us for her alleged inconveniences: Will not be providing her with anymore refunds.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My inconveniences were not alleged. I have photos & 2 other witnesses! I was promised a refund for 3 nights by a member of management and that's what I expect and deserve! I will take this further if no serious consideration is made. It is appalling that a company will allow a manager to be so deceitful and negligent! The room was not up to standard and the employees knew this. Between the three of us, we have over 5,000 friends of which we will advise not to stay here and to advise all their friends to do the same.

Regards,

Review: I checked into the Porto Vista hotel on 9/1/13 for a wedding and checked out on 9/2/13. When I checked in, they automatically deducted $50 from my credit card in case there was anything charged to the room (which there wasn't). The person who checked me in (I believe he was a manger) said I would get it back in about 2 business days after I checked out. When I checked out, the person who checked me out said that I was, 'Good to go, and there are no charges.'

I asked again about the $50 charge and he said the same thing as the employee who checked me in the day before: "You should receive the refund in about 2 business days." So my wife and I left. Now, 9/2/13 was a holiday, so I waited until Friday (9/6/13) to call and find out why I haven't been refunded yet. The person who answered the phone said to me, "Since you paid with a credit card that is also a debit card, it will take at least 7 days." That was news to me, since I used it as a credit card to check in.

Again, I waited until this past Tuesday (9/10/13 - which would have been 7 business days) and heard nothing back. I emailed the hotel on 9/10/13 and asked that a manager contact me about this situation and I haven't heard anything back. I am very upset and will never stay at the Porto Vista Hotel again.Desired Settlement: I would like my $50 deposit on the room back to my credit card immediately.

Business

Response:

Every hotel places an authorization hold for incidentals, usually $100 a night. We only authorize $50 a night. Upon checkout, the authorized amount is cleared on the hotel's side. However, the banks hold the funds on their side usually 3-5 business days. However some banks like [redacted] holds the authorizations up to 30 days. Hope this clarify this for you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I don't have [redacted] and when I checked in, I was told 2 business days. I will not wait 30 days. That is ridiculous. Porto Vista needs to honor what they told me when I checked out of 2 business days.

Regards,