Initial Business Response /* (1000, 6, 2016/03/24) */
According to our records this party did arrive early and were put on the waiting list to check in as soon as the rooms were ready as they had requested. Unfortunately the rooms were on different floors. This infuriated the guest as she was...
told she would have adjoining rooms. When we pulled the recorded call of the room reservation the request was for rooms next to each other or across from each other, not adjoining. It is never promised only requested for special requests. This reservation was for two standard rooms and the majority of our adjoining rooms join a standard with a suite or a standard with a handicap.
According to our surveillance video Evelyn did try to make the guests happy and to understand the dilemma but they were not satisfied. At that time the supervisor, overheard the commotion and tried to assist. Moments later the manager, [redacted] came to try to resolve the problem. She was able to get them on the same floor and next to each other. Later, when one of the gentlemen tried to get a key to the room, he was denied as his name was not on the portfolio and we do not allow anyone a room key that isn't registered. We feel this is for the safety of both our guests and our company. He and his wife both were extremely upset about this policy.
Regarding the maintenance issues; a call went in to our central services for the smoke alarm noise at 4:58PM and was deemed complete at 5:45PM. Apparently the battery in the smoke alarm was going out and maintenance replaced it with a new battery.
Regarding the charges on the credit cards, our records indicate that both cards were charged the same hotel rate for a total of $182.12. One of the cards had additional charges of buffet and gift shop however, both room charges matched.
Initial Business Response /* (1000, 6, 2016/03/24) */
According to our records this party did arrive early and were put on the waiting list to check in as soon as the rooms were ready as they had requested. Unfortunately the rooms were on different floors. This infuriated the guest as she was...
told she would have adjoining rooms. When we pulled the recorded call of the room reservation the request was for rooms next to each other or across from each other, not adjoining. It is never promised only requested for special requests. This reservation was for two standard rooms and the majority of our adjoining rooms join a standard with a suite or a standard with a handicap.
According to our surveillance video Evelyn did try to make the guests happy and to understand the dilemma but they were not satisfied. At that time the supervisor, overheard the commotion and tried to assist. Moments later the manager, [redacted] came to try to resolve the problem. She was able to get them on the same floor and next to each other. Later, when one of the gentlemen tried to get a key to the room, he was denied as his name was not on the portfolio and we do not allow anyone a room key that isn't registered. We feel this is for the safety of both our guests and our company. He and his wife both were extremely upset about this policy.
Regarding the maintenance issues; a call went in to our central services for the smoke alarm noise at 4:58PM and was deemed complete at 5:45PM. Apparently the battery in the smoke alarm was going out and maintenance replaced it with a new battery.
Regarding the charges on the credit cards, our records indicate that both cards were charged the same hotel rate for a total of $182.12. One of the cards had additional charges of buffet and gift shop however, both room charges matched.