Radisson Valley Forge Hotel

November 23, 2015Dear [redacted] ,We are responding to complaint [redacted] that was submitted on 10/31/The guest has received the check of $that was for the dress.Regards,MDaniel H

Radisson Valley Forge Hotel received the above-referenced customer complaint and appreciates the opportunity to respond; Specifically, Tonisha Welch complaint about her recent staysThis gives us the opportunity to review the situation and correct any deficiencies we may have in our service.Account
research regarding this complaint shows that Radisson Valley Forge Hotel fully refunded MsWelch stay (from 07/02/to 07/06/2015) and additionally rewarded her with Club Radisson points to be used in any of the Radisson properties.Radisson Valley Forge Hotel sincerely regrets any inconvenience this issue may have causedPlease feel free to contact Thu H* at ###-###-####, if you have any additional questions or concerns in this matter.Sincerely,Gualberto O***Director of Hotel Operations Radisson Hotel Valley Forge

November 23, Dear *** ***,
We are responding to complaint *** that was submitted on 10/31/The guest has received the check of $that was for the dressRegards,
MDaniel H

[A default letter is provided here which indicates your acceptance of the business's response.
If you wish, you may update it before sending it.]
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.
Regards,
*** ***

Radisson Valley Forge Hotel received the above-referenced customer complaint and appreciates the opportunity to respond; Specifically, Tonisha Welch complaint about her recent stays. This gives us the opportunity to review the situation and correct any deficiencies we may have in...

our service.Account research regarding this complaint shows that Radisson Valley Forge Hotel fully refunded Ms. Welch stay (from 07/02/2015 to 07/06/2015) and additionally rewarded her with Club Radisson points to be used in any of the Radisson properties.
Radisson Valley Forge Hotel sincerely regrets any inconvenience this issue may have caused. Please feel free to contact Thu H* at ###-###-####, if you have any additional questions or concerns in this matter.
Sincerely,
Gualberto O[redacted]Director of Hotel Operations
Radisson Hotel Valley Forge

November 23, 2015Dear [redacted],We are responding to complaint [redacted] that was submitted on 10/31/2015. The guest has received the check of $285.00 that was for the dress.Regards,M. Daniel H

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I want to thank the Revdex.com for listening and having the issue resolved with the company.
Regards,
[redacted]

April 22, 2014
Your inquiry regarding a complaint by [redacted] has been received and reviewed.A little background on this issue; I spoke to **. [redacted] the Sunday morning of his departure after he demanded to speak to the highest person in authority. Our conversation revolved around...

issues he had experienced and his approach was challenging to say the least.He relayed a litany of problems, including accusing the hotel of being unethical in setting rates, based on a lower rate being available to some of his guests who booked outside his room block. I explained that under normal business demands on weekends the hotel would have been booked to capacity and the rate he had arranged for his group would have been very favorable. It so happened that demand on this particular weekend did not reach normal levels so in an effort to maximize revenue we made some rate specials available, which is well within our right to do.In the event that this is brought to our attention and based on the nature of the arrangement we will adjust rooms to the lower rate, which I agreed to do for any of his guests that requested the adjustment at check out and that was done.**. [redacted] also venomously complained about his check in process and how the delay ruined his wedding as he was late to his rehearsal due to it. He stated that he had reserved three rooms and we only had two reserved when he arrived. I told him I would certainly check into the issue to determine what created the problem and get back to him, as well as the other issues he had voiced during our conversation.I did begin to review all aspects, including the reservation process, check in and the rooms reserved. This was a process that required discussions with several individuals, including the Sales Manager that handled his room block. Certainly something that would take more than a few hours, more realistically, a few days.What I did find in my initial investigation that there were two rooms reserved in **. [redacted] s name, a king room with an attached hospitality room. There were no other rooms confirmed to him through our sales department as evidenced by the email messages that were received and confirmed by **. [redacted], nor did we have any other confirmations for additional rooms under his name.Upon his arrival, **. [redacted] immediately insisted that he had three rooms reserved and would not allow the agent to explain the reservation or try to help him. Our assistant front office manager eventually had to step in to attempt to salvage the situation. If there was a delay it was exacerbated by **. [redacted] s approach and an unwillingness to be helped.In any event, before I had an opportunity to fully investigate and determine what created the problems **. [redacted] began posting negative reviews on any site he could find, including a false claim on a popular wedding site that he had held his reception at the hotel. This was immediately removed from the site when it was brought to their attention that the reception was not held here. It was at this point that I determined that **. [redacted] was not interested in my findings and had determined his course of action.**. [redacted] paid for two rooms. All the remaining rooms in his block were paid by the individuals who reserved the rooms. If there were issues with those rooms, as there was with his mother's room, the hotel will always evaluate the issue and make the appropriate compensation. Any request or issue would need to be initiated by the individual paying for the room. We would consider any issue that was brought to our attention by the guest paying for the room.Please be assured that we take responsibility for our mistakes and respond in kind and have a very good track record of handling issues and resolving them with our guests.I do not feel that we have any obligation to **. [redacted] than what has already been done. If any of the individuals in his party feel that they have unresolved issues they are welcome to contact us directly and we will address them expeditiously.Please feel free to contact me directly if you would like to review these issues in more detail.

[A default letter is provided here which indicates your...

acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: I spoke to [redacted] on Sunday morning, whom I believe was the director of hotel operations. He had promised to investigate these complaints and report back, but as of today, I have received no response. He had given me [redacted]’s contact information but when we discussed these issues with [redacted], he offered to take the lead.

We were quoted a rate of $134.00 a night for rooms. We had several guests stay two nights. However, we found out your hotel was charging rates on the Radisson website of $99.00 a night. That’s quite a stark difference. While I listened to [redacted] explaining to me about how hotel rates can be variable, but that’s more like price gauging then a rate change. To his credit, [redacted] corrected this issue and approved all my guests to receive the proper rate.

When I checked in, I had 3 rooms Reserved. My wife had reserved one, which we expanded to include the hospitality suite. My mother had also reserved a room. When I attempted to check in, [redacted], seemed incredibly confused and despite explaining it, ended up not providing me two separate rooms. My check in took nearly 20 minutes. This caused me to be late for the Rehearsal. Fortunately [redacted] (?) one of the front desk manager’s was able to correct that.

[redacted] booked his room back in January when the invitations first came out. When he arrived, the only room with a king bed was in a windowless room in a basement. He got a room with two Queen beds and a window. That seems fishy cause the [redacted]’s called to book on Friday, and found out the Raddison online rate was only $99 whereas they were quoted $134.00. They got a king bed with a window. When he got to his room, none of the lights or other electrical equipment worked.

My mother, a travel agent at [redacted], booked her room separately. Besides the toilet not flushing, and her bathtub remaining full from the last occupant, her room was a mess. She received a refund of Friday night and had to be moved to a new room completely.

Despite the hotel being a non-smoking hotel, many of my guests, myself included, woke up to a strong odor of smoke in our rooms.

Overall, [redacted] and I spent our first morning as husband and wife expressing our utmost apology to close friends and family for the fiasco of staying at this hotel. For the first morning as husband and wife, not exactly how I pictured it.Desired Settlement: I do not want another recently married couple to have to apologize to their guests on the day after their wedding for the failure of their hotel and how their hotel price gauged everyone.

Business

Response:

April 22, 2014Your inquiry regarding a complaint by [redacted] has been received and reviewed.A little background on this issue; I spoke to **. [redacted] the Sunday morning of his departure after he demanded to speak to the highest person in authority. Our conversation revolved around issues he had experienced and his approach was challenging to say the least.He relayed a litany of problems, including accusing the hotel of being unethical in setting rates, based on a lower rate being available to some of his guests who booked outside his room block. I explained that under normal business demands on weekends the hotel would have been booked to capacity and the rate he had arranged for his group would have been very favorable. It so happened that demand on this particular weekend did not reach normal levels so in an effort to maximize revenue we made some rate specials available, which is well within our right to do.In the event that this is brought to our attention and based on the nature of the arrangement we will adjust rooms to the lower rate, which I agreed to do for any of his guests that requested the adjustment at check out and that was done.**. [redacted] also venomously complained about his check in process and how the delay ruined his wedding as he was late to his rehearsal due to it. He stated that he had reserved three rooms and we only had two reserved when he arrived. I told him I would certainly check into the issue to determine what created the problem and get back to him, as well as the other issues he had voiced during our conversation.I did begin to review all aspects, including the reservation process, check in and the rooms reserved. This was a process that required discussions with several individuals, including the Sales Manager that handled his room block. Certainly something that would take more than a few hours, more realistically, a few days.What I did find in my initial investigation that there were two rooms reserved in **. [redacted] s name, a king room with an attached hospitality room. There were no other rooms confirmed to him through our sales department as evidenced by the email messages that were received and confirmed by **. [redacted], nor did we have any other confirmations for additional rooms under his name.Upon his arrival, **. [redacted] immediately insisted that he had three rooms reserved and would not allow the agent to explain the reservation or try to help him. Our assistant front office manager eventually had to step in to attempt to salvage the situation. If there was a delay it was exacerbated by **. [redacted] s approach and an unwillingness to be helped.In any event, before I had an opportunity to fully investigate and determine what created the problems **. [redacted] began posting negative reviews on any site he could find, including a false claim on a popular wedding site that he had held his reception at the hotel. This was immediately removed from the site when it was brought to their attention that the reception was not held here. It was at this point that I determined that **. [redacted] was not interested in my findings and had determined his course of action.**. [redacted] paid for two rooms. All the remaining rooms in his block were paid by the individuals who reserved the rooms. If there were issues with those rooms, as there was with his mother's room, the hotel will always evaluate the issue and make the appropriate compensation. Any request or issue would need to be initiated by the individual paying for the room. We would consider any issue that was brought to our attention by the guest paying for the room.Please be assured that we take responsibility for our mistakes and respond in kind and have a very good track record of handling issues and resolving them with our guests.I do not feel that we have any obligation to **. [redacted] than what has already been done. If any of the individuals in his party feel that they have unresolved issues they are welcome to contact us directly and we will address them expeditiously.Please feel free to contact me directly if you would like to review these issues in more detail.