Ramada Boston

My name is [redacted] front office manager at the Ramada Inn BostonI have been in the hospitality customer satisfaction for yearsI originally come from [redacted] properties and I understand how important customer satisfaction is in the industry, not to mention all the awards as well as guest emails and surveys I have received in the past years regarding my exceptional serviceTherefore I can assure you that what Ms [redacted] is stating on her complaint is not what actually happenedOn November 29, around noon Ms[redacted] 's boyfriend approached the front desk asking why his girlfriend credit card was charged twice because that created an overdraft fee according to himI immediately responded let me take a look at your account and find out what the mistake might have beenWhen I entered the credit card number in the system two rooms opened up, one under [redacted] and the second room was under [redacted] ***I printed both room folios for him to see all the charges and he said ok now it makes sense let me talk to my girlfriend and maybe we can just get the cash from our friends directlyUnder no circumstances did I suggest to him that there was nothing I could do to reverse the chargeslike I would have explained to any other guest with the same situation, I said " I will be more than happy to take a cash payment for the second room under Ms [redacted] ***, however the authorization hold on the card will not go automatically on your girlfriends card today it can take to business days in order to see it posted on her accountThis is how banks especially debit cards work, we release the pending charges the same day of checkout but it takes a few days for each bank to post themThe total amount we hold on Ms [redacted] s account was for which was equal to room and taxes plus an additional deposit we require at check in for each room to cover any incidental charges( Please see both attached receipts for each room as well as the history of the credit authorization reports from our system) The total charges on her credit card that ends on in 1, the bank release the additional per room we did only nothing close to the she mentioned on her complaintThe Ramada Inn Boston under no circumstances did anything wrong or I ever disrespected Ms [redacted] or any of their guests on 11/29/I totally understand how frustrating it can be when an account is overdraft it happened to me personally but it is not the business responsibility in this case because Ms [redacted] did reserve two room one for her and one for her friendsUs as the hotel don't know the guests account balance when they arrive we only authorize what is needed to cover each stayWe will not be refunding Ms [redacted] for her stay as you can see the hotel didn't do anything illegal or made any mistake with our credit card transactionThank you for your time and lease feel free to contact us if there is anything further you need in order to prove our response

Dear Sir,Please accept our sincerest apologies on behalf of the Ramada Inn for this misshap.This is not reflective of our service standards and it is quite troubling to read we failed to meet your expectationsWith that said, we shipped out your shirts that you left behindAnytime you ship international, the fees are higherThe hotel makes no profit on shipping items and is not involved on determining how much to charge you.When we gave you that price of $to $dollars, that is what the [redacted] representative told us on the phoneWe proceeded to get the shipping label and called [redacted] for a pick upOnce it was in the hands of their processing center, this different rate of $was determined without our knowledgeUnfortunately we had no control over thatI understand your frustration about the high cost, but there is nothing the hotel can doThis was a problem created by [redacted] Our recommendation would be to call [redacted] Again, we are sorry for this misunderstanding and hope you will give us another opportunity to show you the fine service and accommodations we are capable of providing.Thank you

Dear Sir,It’s unfortunate you feel like your trip was ruinedYou left your shirts behindAs a courtesy we sent them back to youAgain, we called *** *** to ask what they charge to send things to Canada and we were told a price range of $to $50. We went ahead and called for the pick up just like we agreed*** *** took the package to their processing center and you know the story from thereLike I’ve said before, this price change was done without the hotel’s knowledgeIf this issue was caused by the hotel itself with the room or reservation, by all means we would refund your money and moreBut this isn’t a hotel issueI’m sorry sirI know you are looking for a different answer but the refund you are looking for should be coming directly from the company who made the mistake; *** ***

My name is [redacted] front office manager at the Ramada Inn Boston. I have been in the hospitality customer satisfaction for 14 years. I originally come from [redacted] properties and I understand how important customer satisfaction is in the industry, not to mention all the awards as well as...

guest emails and surveys I have received in the past years regarding my exceptional service. Therefore I can assure you that what Ms. [redacted] is stating on her complaint is not what actually happened. On November 29, 2015 around 12 noon Ms.[redacted]'s boyfriend approached the front desk asking why his girlfriend credit card was charged twice because that created an overdraft fee according to him. I immediately responded let me take a look at your account and find out what the mistake might have been. When I entered the credit card number in the system two rooms opened up, one under [redacted] and the second room was under [redacted]. I printed both room folios for him to see all the charges and he said ok now it makes sense let me talk to my girlfriend and maybe we can just get the cash from our friends directly. Under no circumstances did I suggest to him that there was nothing I could do to reverse the charges. like I would have explained to any other guest with the same situation, I said " I will be more than happy to take a cash payment for the second room under Ms. [redacted], however the authorization hold on the card will not go automatically on your girlfriends card today it can take 2 to 5 business days in order to see it posted on her account. This is how banks especially debit cards work, we release the pending charges the same day of checkout but it takes a few days for each bank to post them. The total amount we hold on Ms. [redacted]s account was for 682.88 which was equal to room and taxes plus an additional 100.00 deposit we require at check in for each room to cover any incidental charges. ( Please see both attached receipts for each room as well as the history of the credit authorization reports from our system) The total charges on her credit card that ends on in 1, the bank release the additional 100.00 per room we did only 482.88 nothing close to the 923.00 she mentioned on her complaint. The Ramada Inn Boston under no circumstances  did anything wrong or I ever disrespected Ms. [redacted] or any of their guests on 11/29/2015. I totally understand how frustrating it can be when an account is overdraft it happened to me personally but it is not the business responsibility in this case because Ms. [redacted] did reserve two room one for her and one for her friends. Us as the hotel don't know the guests account balance when they arrive we only authorize what is needed to cover each stay. We will not be refunding Ms. [redacted] for her stay as you can see the hotel didn't do anything illegal or made any mistake with our credit card transaction. Thank you for your time and lease feel free to contact us if there is anything further you need in order to prove our response.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[After several months of not responding to me... (after me trying to reach you multiple times by phone, email, etc) all I get is an apology when I clearly stated that I did not want to have the items shipped if it was going to be over $50. I would like to reimbursed for the difference that I had to pay out of pocket ($124). I did not agree to this payment. I felt like have been ripped off. I have called [redacted] multiple times and they ask me to contact Ramada...I can't believe this still hasn't been resolve after all this time... It blows my mind and completely ruined my trip to Boston... ]
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Regards,
[redacted]

Dear Sir,Please accept our sincerest apologies on behalf of the Ramada Inn for this misshap.This is not reflective of our service standards and it is quite troubling to read we failed to meet your expectations. With that said, we shipped out your shirts that you left behind. Anytime you ship...

international, the fees are higher. The hotel makes no profit on shipping items and is not involved on determining how much to charge you.When we gave you that price of $35 to $50 dollars, that is what the [redacted] representative told us on the phone. We proceeded to get the shipping label and called [redacted] for a pick up. Once it was in the hands of their processing center, this different rate of $174 was determined without our knowledge. Unfortunately we had no control over that. I understand your frustration about the high cost, but there is nothing the hotel can do. This was a problem created by [redacted]. Our recommendation would be to call [redacted]. Again, we are sorry for this misunderstanding and hope you will give us another opportunity to show you the fine service and accommodations we are capable of providing.Thank you