Red Roof Inn Sacramento - Elk Grove

To whom it may concern, The guest made the reservation for the 10th of November for non smoking suites, however the guest did not show up nor cancel their reservation with the front deskGuest has an option to cancel their reservation with the front desk hours prior to their arrival
The guest reservation was not a prepaid reservation but a guaranteed reservation with a credit card on fileWhen the guest showed up on the 11th of November their credit card was charged as a no show for night stayOur front desk agent explained the situation to the guest, the guest was not happy that their rooms were given to someone else after midnightThe front desk told the guest that we do have rooms left with king size bed onlyThe guest chose to take those rooms and pay one night stay at the rate of plus tax, which came out to per roomWhen we had a switch of shifts after pm the guest came back and was upset at the situation and was told by front desk that we have those suites available now and if they prefer we can switch them into the suites with two beds and the guest will have to pay the difference because the suites are at different rates, so the guest agreed and paid the difference of The guest was not overcharged however they came on the wrong dateIt is our hotel policy to charge a no show rate when a guaranteed reservation does not cancel with in the given time frameWe do understand that the guest booked the room on the 10th for nights but they never called to let us know that they will be arriving the next day if we would have known that the guest will arrive early morning the next day the rooms would been saved for the guestWe do apologize for the inconvenience

We sincerely apologize for the late response since we were out of office. I have thoroughly investigated the situation. As the guest mentioned in the comment that she spoke with the housekeeper, however we do not have a direct line for housekeepers to be contacted from outside caller and the...

head housekeeper was on vacation that day so likelihood of speaking to the guest in regards to lost and found is almost impossible. All lost and found material are logged by the housekeepers and didn't see any lost shoe posted. I reviewed the camera which is right in front of the room guest stayed in and did not find the house keeper taking any shoes or any material out of the room besides the linen. I also followed the dirty linen pulled out from the room to our laundry to make sure it wasn't inside the linen and I did not find the shoe in the linen or out of the room. Unfortunately, there is not much I can do at this point. We sincerely and honestly investigated this situation and did not find the shoes. We have previously recovered Laptops and expensive cameras and we have always contacted our customers and returned their stuff. We sincerely apologize for the late response! Amit Prakash | Director- Asset Management

I am rejecting this response because: