Quality Inn East Haven

My name is Lisbell R [redacted] the Director of Sales for Quality Inn in [redacted] ***, CTI helped organize a group block for Mrs [redacted] for her wedding on August 8, Mrs [redacted] and I came to an understanding that shuttle can be complementary once we reached or more roomsMrs [redacted] did not have rooms before her cut off date which was July 30, so her mother wanted to pay the shuttle for her I spoke with Mrs [redacted] s mother on a Monday the week of her [redacted] 's weddingI told [redacted] 's mother the shuttle fee is $I was never given a Credit card over the phoneIf I was to have her mother's credit card I would've charged it the same day instead, the mother say's I will pay for it when I arrive at the hotel ,would that be o.k? and I told her yes No one came to the desk with a payment The front office manager and myself have been trying to reach out to herMrs [redacted] for paymentFew weeks later Mrs [redacted] s cousin calls and said we charged her credit cardOn Mrs [redacted] s profile she had a number in which I was trying to reach out to her ###-###-#### and a credit card on [redacted] 's [redacted] s profile She say's I never called herso Instead I emailed her and she responded with rude remarks I have apologized to Mrs [redacted] s cousin and to [redacted] The response I was getting was not a nice response [redacted] did not want to cooperate with the hotel On her profile she had credit card on file Since no one payed for the shuttle we needed to charge the bride for the shuttle Mrs [redacted] say's it was her cousin's credit card and it is illegal to charge someone else's card How are we suppose to know that the credit card was her cousins? all the information on file was [redacted] There were no notes saying [redacted] will pay for room and tax I have asked [redacted] we can work this situation out and she refused to be helped I also sent over a Credit card authorization form for payment of the shuttle but all she was doing was yelling to the front office manager (roshani) and to my General manager using profane namesI would be more than happy to assist in whatever it takes to make this work but I need her to cooperate with us and give us what we asked forThank you Lisbell R [redacted] Director of Sales [redacted] Lotus Hospitality, IncT - ###-###-####

Thank you so much for your help!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I was never contacted prior to the email I received from Lisabell on 9/16/I have proof that I was never contacted prior to thatMy call from Lisabell was never returned when I called August 7th in regard to the complaints we hadMy cousin is the one who gave them my number to contact me in regards to this issue I returned the call the day I received one at 7:11am on 9/16/and an email was sent to Lisabell in response to hers on the same date I was never contacted prior to thenNo messages, missed calls or emails from anyone from Quality InnAlso, *** *** (my cousin) was not on the account, nor should her credit card information considering she was not the one who reserved the bookingsMy mother *** spoke with Lisabell about the shuttle and a credit card number was given to her because Lisabell said she was not able to book the shuttle for the day of my wedding (August 6,2015, not August 8th) without a credit cardWhen we got to the hotel that night we were told everything was all set.
Sincerely,
*** ***

My name is Lisbell R*** the Director of Sales for Quality Inn in *** ***, CTI helped organize a group block for Mrs*** *** for her wedding on August 8, Mrs*** and I came to an understanding that shuttle can be complementary once we reached or more rooms
Mrs*** did not have rooms before her cut off date which was July 30, so her mother wanted to pay the shuttle for her. I spoke with Mrs***s mother on a Monday the week of her ***'s weddingI told ***'s mother the shuttle fee is $I was never given a Credit card over the phoneIf I was to have her mother's credit card I would've charged it the same day instead, the mother say's I will pay for it when I arrive at the hotel ,would that be o.k? and I told her yes No one came to the desk with a payment. The front office manager and myself have been trying to reach out to herMrs*** for paymentFew weeks later Mrs***s cousin calls and said we charged her credit cardOn Mrs***s profile she had a number in which I was trying to reach out to her ###-###-#### and a credit card on ***'s ***s profile She say's I never called herso Instead I emailed her and she responded with rude remarks. I have apologized to Mrs***s cousin and to ***. The response I was getting was not a nice response. *** *** did not want to cooperate with the hotel On her profile she had credit card on file. Since no one payed for the shuttle we needed to charge the bride for the shuttle. Mrs*** say's it was her cousin's credit card and it is illegal to charge someone else's card. How are we suppose to know that the credit card was her cousins? all the information on file was *** ***. There were no notes saying *** will pay for room and tax I have asked *** we can work this situation out and she refused to be helped. I also sent over a Credit card authorization form for payment of the shuttle but all she was doing was yelling to the front office manager (roshani) and to my General manager using profane namesI would be more than happy to assist in whatever it takes to make this work but I need her to cooperate with us and give us what we asked forThank you Lisbell R*** Director of Sales ** *** ***
*** *** ** *** Lotus Hospitality, IncT - ###-###-####

Complaint: ***
I am rejecting this response because:I was never contacted prior to the email I received from Lisabell on 9/16/I have proof that I was never contacted prior to thatMy call from Lisabell was never returned when I called August 7th in regard to the complaints we hadMy cousin is the one who gave them my number to contact me in regards to this issue I returned the call the day I received one at 7:11am on 9/16/and an email was sent to Lisabell in response to hers on the same date I was never contacted prior to thenNo messages, missed calls or emails from anyone from Quality InnAlso, *** *** (my cousin) was not on the account, nor should her credit card information considering she was not the one who reserved the bookingsMy mother *** spoke with Lisabell about the shuttle and a credit card number was given to her because Lisabell said she was not able to book the shuttle for the day of my wedding (August 6,2015, not August 8th) without a credit cardWhen we got to the hotel that night we were told everything was all set.
Sincerely,
*** ***

I emailed the company and called with no response so this is my next stepI called on August 13, at approximately 4:pm to complain about my experience upon arrival to the *** *** ** Quality InnUpon arrival I was kindly greeted, and checked in very smoothlyAfter pulling around the building and preparing to bring my belongings in, I was informed by the man who checked me in that my room was not ready and needed to change to another which was around the buildingI packed the kids back into the car and drove around to go to the new roomWe were all greeted by the overwhelming aroma of a used ash trayIt was sickening and I could not bring myself to allow my month old daughter and twelve year old daughter to sit in there for even five minutesI asked for another room, and was given another room, but my keys didn't workI was back and forth to the office times before being able to settle down in another room which was a cosmetic disaster and smelled just as bad, if

My name is Lisbell R[redacted] the Director of Sales for Quality Inn in [redacted], CT. I helped organize a group block for Mrs. [redacted] for her wedding on August 8, 2015. Mrs. [redacted] and I came to an understanding that shuttle can be complementary once we reached 20 or more rooms. Mrs....

[redacted] did  not have 20 rooms before her cut off date which was July 30, 2015 so her mother wanted to pay the shuttle for her.  I spoke with Mrs. [redacted]s mother on a Monday the week of her [redacted]'s wedding. I  told  [redacted]'s mother the shuttle fee is $150.00. I was never given a Credit card over the phone. If I was to have her mother's credit card  I would've charged it the same day instead, the mother say's I will pay for it when I arrive at the hotel ,would that be o.k? and I told her yes.    No one came to the desk with a payment.  The front office manager and myself have been trying to reach out to her. Mrs. [redacted] for payment. Few weeks later Mrs. [redacted]s cousin calls and said we charged her credit card. On Mrs. [redacted]s profile she had a number in which I was trying to reach out to her ###-###-#### and a credit card on [redacted]'s [redacted]s profile.  . She say's I never called her. so Instead I emailed her and she responded with rude remarks.  I have apologized to Mrs. [redacted]s cousin and to [redacted].  The response I was getting was not a nice response.  [redacted] did not want to cooperate with the hotel.   On  her profile she had credit card on file.  Since no one payed for the shuttle we needed to charge the bride for the shuttle.  Mrs. [redacted] say's it was her cousin's credit card and it is illegal to charge someone else's card.  How are we suppose to know that the credit card was her cousins? all the information on file was [redacted].  There were no notes saying [redacted] will pay for room and tax.   I have asked [redacted] we can work this situation out and she refused to be helped.  I also sent over a Credit card authorization form for payment of the shuttle but all she was doing was yelling to the front office manager (roshani) and to my General manager using profane names. I would be more than happy to assist in whatever it takes to make this work but I need her to cooperate with us and give us what we asked for. Thank you         Lisbell R[redacted] Director of Sales [redacted]
[redacted] Lotus Hospitality, Inc. T - ###-###-####

Dear Revdex.com representative, We sincerely apologize regarding this guest's unpleasant stay with our hotel. We refunded 50% of the stay on 8/24/2016 to a guest's satisfaction. Sincerely, Quality Inn, [redacted]