Complaint: ***I am rejecting this response because:
1) As customers, we should be treated with honesty and respectThis has not been our experience with the Belgrade Quality InnThis business' staff person told us, in error on their part, that we would have two queen beds for our reservation and the managers and the company refuse to make amends for their mistakeWe have replied to all of their responses to us by email and kept them in the loop of all of our communication with their corporate office and the Revdex.com, though they accuse us of not respondingIn response to our complaints, the managers have accused us of lying as they themselves lie to the Revdex.com in response to our complaintThe manager is lying by denying that another person came into the hotel asking for a room while we were thereIt was a male and they walked all the way up to the front desk while my husband, ***, was inside the lobby as I was sick in the car (which was the reason for our very late arrival that night)This should be visible on their camera, though they continue to deny itThey are lying when they say we were told the auditor was on the phone with a managerThere is also no way for us to see that he "clearly" had someone on holdThe reason the whole situation became "not ok" after the fact, rather than the night before our reservation, was that we were promised one thing and then it was not provided, yet we had to pay for their staff's errorAny reasonable person would be displeased with being treated this wayAny reasonable person would also understand if told the night before that we would be charged for the room and would have had an opportunity to make other plans to accommodate all of usWe would have paid for the room and avoided additional cost, time, and trouble by staying with family in ButteWe could have avoided even greater hotel fees which we ended up having to pay to find a place to sleep that night insteadPerhaps if they had a "trained and extremely customer service oriented" staff person on the phone that night before, we could have avoided this whole situation.
2) We are admittedly inexperienced hotel customers and did not realize we needed a new confirmationTheir "trained and extremely customer service oriented" staff person should have informed us of this the night before on the phoneTheir "trained and extremely customer service oriented" auditor failed to address the situation at chewhen the other person came into the hotel asking for a room, which they themselves suggest would have been reasonable of him to fixThey continue to blame us, the customer, for their staff's shortcomings and failures
3) Yes, there was an error in our original timeline for our call to change the reservation when we initially complained via the customer satisfaction survey and Google reviewWe wrote those reviews without re-checking our recordsBefore making our complaints to the company's corporate customer service office and the Revdex.com, we double-checked our timelineRealizing our mistake, as the manager states "to make sure that my complaint [to the Revdex.com] is honest and precise," we corrected the wording and datesThis did not change the main point of our complaint that they failed to provide what was assured to us, charged us for the room, and blamed us for their error
To whom it may concern.Thank you for allowing us to respond back the claims that were made against us.We did respond back to these people even though they have not acknowledged our response and stated "I would not be surprised that isn't the case", in reference to us communicating back. There...
are many discrepancies in their stories, and as you will see they are still making changes bring more doubt to the validity of "their side".
The person that our auditor was on the phone to during this incident was I, a manager here at the Quality Inn and our auditor clearly stated that he was speaking to a Manager at their request to see what he could do to help them.
The [redacted] state in three different complaints that our auditor told them that them that he had "already spoken to a Manager" ...I assure you that this was not said to the [redacted]. How could our auditor speak to me regarding a situation that had not yet happened? How does someone anticipate a complaint in a hotel with 67 rooms, each room taken, specifically know what the complaint will be, the particular room and name of the people that will be placing the complaint?
The [redacted] have discrepancies in the time-line also. In the first two complaints they insist that they had called the hotel two days prior to check in...and they make reference to this time frame several times in their letters. I assure you that if I am going to make a complaint to the Revdex.com that I am going to make sure that my complaint is honest and precise. The [redacted] change the time-line to calling teh day before check-in when writing the letter of complaint to you. In the first two letters they also state that they made their reservation one week earlier. In their complaint to you the reservation was made a "few days'' in advance.
I would also like to point out that the [redacted] booked on line with Choice. In turn they get an email confirmation. The [redacted] made a claim in two of their complaint letters that they called two days prior to their reservation, and state "either he it changed or it already hat way in the system". "I couldn't tell"...Why did they not ask for an email confirmation? They make no mention of this and with any change of a reservation or even making a reservation the great majority of people ask for confirmations. Especially when "they can't tell". They also state "sounded like he didn't know how to check into this". This would clearly be two reasons to get a confirmation emailed to you showing the changes. Yet...there is no request for an email? I also question why you would state "we would have understood, and it would have been ok, if we could not make the change", then why is it not ok now?
...first complaint stated "in the meantime a person came into the lobby asking for one queen bed and was turned away". We and everyone else that are in the customer service industry truly are in the customer service industry. The [redacted] are actually saying that a "person" came into the hotel at the exact time that they were here and wanted the exact room that they had and did not want. The [redacted] then claim, they were turned away. So our auditor is on the phone on a personal call while waiting on the [redacted] also waits on yet another individual, turns them away and not one individual out of four thought to let this "person" have this much needed room that the [redacted] reserved but did not want due to a change in plans the day before arrival. First of all, one would refer to a person as being a man or a woman, No one would say ''person" if they actually saw someone in the lobby. You would have a more personal account of a situation. The [redacted] did not engage into conversation with this individual needing what they did not want? Our auditor trained and extremely customer service oriented never purposed this? In other letters the terminology used is "earlier" someone came in. We concur with this. In fact many people came in and also called earlier and were turned away for days because we were full and did not have the availability. This Is precisely why we could not refund any money. The cancellation is 24 hours prior to checkin and at 10 hours past checkin we do not know if we can sell the room. We had turned away many people and we do not know if anyone else will call or be traveling that late or if we are totally off he radar for having any availability as we did not. I personally reviewed tape, not because of lack of trust of our employee, but for documentation after these outrageous complaints that contradict themselves. No one came into the hotel at that time. We are in the business of serving people and we enjoy and work hard to be of service to all that come here. [redacted] and [redacted] both state that our auditor is on the phone while waiting on them. Our auditor is "holding the phone to his ear". [redacted] stated that is "appeared" to be a personal call, yet gives no reference to any conversation heard by either [redacted] not [redacted] leading them to believe this. This is because there was no conversation other than the one he had with me which there were aware of...and also letting them know that we cannot refund nor cancel a reservation that is 10 hours plus checkin time. The auditor had a quick conversation with me, the Manager. Our phone is on a switch board that in fact we all often disconnect and or place people on hold and still have it cradled on the shoulder and holds in place.
Please understand that in our reply to the letters of complaint we are not being condescending. Obviously the [redacted] were not aware of the fact that for the most part, everyone sells out this time of year in this area. We will continue to give sound advise for the future so that people can have more time of enjoyment, and less time worrying about their accommodations! We love meeting everyone's needs. Booking in advance in this area is highly recommended and attempting to change plans the closer you get to your reservation is probably going to result in disappointment. This is why we encourage you to book in advance and know your plans at the time of making your reservations so that we may meet your expectations and aid you in enjoying your time here!
Our reservation policy is stated very clear and concise. Our cancellation policy is 24 hours prior to checkin. This reservation time of check in was the 8th of August 2016. Cancellation time expired at 3:00 pm on the 7th of August. Also by the [redacted] own admittance, even if they did call to try and change or even cancel, they called at 10:03 pm on the evening of the 7th (refer to email) and cancellation time would have been by 3:00 pm on the 7th. They would not have been able to even cancel this reservation and we could not change it due to the fact that we were sold out of double queen rooms days prior to this.
Thank you so much for taking the time to allow us to be able to respond back. If you have any questions or concerns, please do not hesitate to contact or call or email.
Complaint: ***I am rejecting this response because:
1) As customers, we should be treated with honesty and respectThis has not been our experience with the Belgrade Quality InnThis business' staff person told us, in error on their part, that we would have two queen beds for our reservation and the managers and the company refuse to make amends for their mistakeWe have replied to all of their responses to us by email and kept them in the loop of all of our communication with their corporate office and the Revdex.com, though they accuse us of not respondingIn response to our complaints, the managers have accused us of lying as they themselves lie to the Revdex.com in response to our complaintThe manager is lying by denying that another person came into the hotel asking for a room while we were thereIt was a male and they walked all the way up to the front desk while my husband, ***, was inside the lobby as I was sick in the car (which was the reason for our very late arrival that night)This should be visible on their camera, though they continue to deny itThey are lying when they say we were told the auditor was on the phone with a managerThere is also no way for us to see that he "clearly" had someone on holdThe reason the whole situation became "not ok" after the fact, rather than the night before our reservation, was that we were promised one thing and then it was not provided, yet we had to pay for their staff's errorAny reasonable person would be displeased with being treated this wayAny reasonable person would also understand if told the night before that we would be charged for the room and would have had an opportunity to make other plans to accommodate all of usWe would have paid for the room and avoided additional cost, time, and trouble by staying with family in ButteWe could have avoided even greater hotel fees which we ended up having to pay to find a place to sleep that night insteadPerhaps if they had a "trained and extremely customer service oriented" staff person on the phone that night before, we could have avoided this whole situation.
2) We are admittedly inexperienced hotel customers and did not realize we needed a new confirmationTheir "trained and extremely customer service oriented" staff person should have informed us of this the night before on the phoneTheir "trained and extremely customer service oriented" auditor failed to address the situation at chewhen the other person came into the hotel asking for a room, which they themselves suggest would have been reasonable of him to fixThey continue to blame us, the customer, for their staff's shortcomings and failures
3) Yes, there was an error in our original timeline for our call to change the reservation when we initially complained via the customer satisfaction survey and Google reviewWe wrote those reviews without re-checking our recordsBefore making our complaints to the company's corporate customer service office and the Revdex.com, we double-checked our timelineRealizing our mistake, as the manager states "to make sure that my complaint [to the Revdex.com] is honest and precise," we corrected the wording and datesThis did not change the main point of our complaint that they failed to provide what was assured to us, charged us for the room, and blamed us for their error
To whom it may concern.Thank you for allowing us to respond back the claims that were made against us.We did respond back to these people even though they have not acknowledged our response and stated "I would not be surprised that isn't the case", in reference to us communicating back. There...
are many discrepancies in their stories, and as you will see they are still making changes bring more doubt to the validity of "their side".
The person that our auditor was on the phone to during this incident was I, a manager here at the Quality Inn and our auditor clearly stated that he was speaking to a Manager at their request to see what he could do to help them.
The [redacted] state in three different complaints that our auditor told them that them that he had "already spoken to a Manager" ...I assure you that this was not said to the [redacted]. How could our auditor speak to me regarding a situation that had not yet happened? How does someone anticipate a complaint in a hotel with 67 rooms, each room taken, specifically know what the complaint will be, the particular room and name of the people that will be placing the complaint?
The [redacted] have discrepancies in the time-line also. In the first two complaints they insist that they had called the hotel two days prior to check in...and they make reference to this time frame several times in their letters. I assure you that if I am going to make a complaint to the Revdex.com that I am going to make sure that my complaint is honest and precise. The [redacted] change the time-line to calling teh day before check-in when writing the letter of complaint to you. In the first two letters they also state that they made their reservation one week earlier. In their complaint to you the reservation was made a "few days'' in advance.
I would also like to point out that the [redacted] booked on line with Choice. In turn they get an email confirmation. The [redacted] made a claim in two of their complaint letters that they called two days prior to their reservation, and state "either he it changed or it already hat way in the system". "I couldn't tell"...Why did they not ask for an email confirmation? They make no mention of this and with any change of a reservation or even making a reservation the great majority of people ask for confirmations. Especially when "they can't tell". They also state "sounded like he didn't know how to check into this". This would clearly be two reasons to get a confirmation emailed to you showing the changes. Yet...there is no request for an email? I also question why you would state "we would have understood, and it would have been ok, if we could not make the change", then why is it not ok now?
...first complaint stated "in the meantime a person came into the lobby asking for one queen bed and was turned away". We and everyone else that are in the customer service industry truly are in the customer service industry. The [redacted] are actually saying that a "person" came into the hotel at the exact time that they were here and wanted the exact room that they had and did not want. The [redacted] then claim, they were turned away. So our auditor is on the phone on a personal call while waiting on the [redacted] also waits on yet another individual, turns them away and not one individual out of four thought to let this "person" have this much needed room that the [redacted] reserved but did not want due to a change in plans the day before arrival. First of all, one would refer to a person as being a man or a woman, No one would say ''person" if they actually saw someone in the lobby. You would have a more personal account of a situation. The [redacted] did not engage into conversation with this individual needing what they did not want? Our auditor trained and extremely customer service oriented never purposed this? In other letters the terminology used is "earlier" someone came in. We concur with this. In fact many people came in and also called earlier and were turned away for days because we were full and did not have the availability. This Is precisely why we could not refund any money. The cancellation is 24 hours prior to checkin and at 10 hours past checkin we do not know if we can sell the room. We had turned away many people and we do not know if anyone else will call or be traveling that late or if we are totally off he radar for having any availability as we did not. I personally reviewed tape, not because of lack of trust of our employee, but for documentation after these outrageous complaints that contradict themselves. No one came into the hotel at that time. We are in the business of serving people and we enjoy and work hard to be of service to all that come here. [redacted] and [redacted] both state that our auditor is on the phone while waiting on them. Our auditor is "holding the phone to his ear". [redacted] stated that is "appeared" to be a personal call, yet gives no reference to any conversation heard by either [redacted] not [redacted] leading them to believe this. This is because there was no conversation other than the one he had with me which there were aware of...and also letting them know that we cannot refund nor cancel a reservation that is 10 hours plus checkin time. The auditor had a quick conversation with me, the Manager. Our phone is on a switch board that in fact we all often disconnect and or place people on hold and still have it cradled on the shoulder and holds in place.
Please understand that in our reply to the letters of complaint we are not being condescending. Obviously the [redacted] were not aware of the fact that for the most part, everyone sells out this time of year in this area. We will continue to give sound advise for the future so that people can have more time of enjoyment, and less time worrying about their accommodations! We love meeting everyone's needs. Booking in advance in this area is highly recommended and attempting to change plans the closer you get to your reservation is probably going to result in disappointment. This is why we encourage you to book in advance and know your plans at the time of making your reservations so that we may meet your expectations and aid you in enjoying your time here!
Our reservation policy is stated very clear and concise. Our cancellation policy is 24 hours prior to checkin. This reservation time of check in was the 8th of August 2016. Cancellation time expired at 3:00 pm on the 7th of August. Also by the [redacted] own admittance, even if they did call to try and change or even cancel, they called at 10:03 pm on the evening of the 7th (refer to email) and cancellation time would have been by 3:00 pm on the 7th. They would not have been able to even cancel this reservation and we could not change it due to the fact that we were sold out of double queen rooms days prior to this.
Thank you so much for taking the time to allow us to be able to respond back. If you have any questions or concerns, please do not hesitate to contact or call or email.