Reward Travel

Complaint: ***
I am rejecting this response because: I've attached the statement
Regards,
*** ***

Booked a hotel online through hotelsavings.com back on November 18th and received a confirmationCalled and tried to confirm the reservation and was told to call the hotel directlyCalled the hotel and they have no reservationCalled hotelsavings.com back and they said to call back in hour when their computers are back upCall back in hour and they said to call back again in hour againI will keep trying to get our $back

Complaint: ***
I am rejecting this response because:
My check in date was May 23rd and check out was May 25th nite stay
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I recently had a complaint with you for #***It appears you closed the complaint because the company I was complaining about agreed to issue a refund to my credit card and I said that that was an acceptable resolutionUnfortunately, I recently checked my statements for that credit card and they never issued the refundUnbelievableI guess I need to re-open this complaint
Regards,
*** ***

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]From: [redacted] [mailto:[redacted]] Sent: Monday, April 04, 2016 6:11 PM To: info...

<[email protected]> Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted] I D # [redacted] I am letting you know that my account has been credited for the amount I was complaining about.   Thank you  Sent from my iPhone

Complaint: [redacted]
I am rejecting this response because:
They do not need to contact the manager of the Menger Hotel, they need to contact the Accounting Department.  Since they are apparently unable to find out this information on their own, I took the liberty of doing so for them.
Menger Hotel Accounting Department
Contact [redacted] or [redacted]
Phone:  ###-###-####
Please contact these people and find out what they have to say.  They are aware of the issue and are expecting the call.
Regards,
[redacted]

Date: Jun 9, 2014
Confirmation: [redacted]
Dear [redacted],
Thank you for your email response and providing the dates of check in and check out.  We see that this was made over the phone with a hotelsavings.com agent.  The agents notes do state that they recapped the reservation and explained that it was prepaid and nonrefundable.  We researched and found out that the property did charge us in full.  We have reached out to the hotel and were informed that they did have a note in the record that you were to check in on the 24May14 but were listed as a no show for that night as well.  This is why they charged us in full.  The supplier is reaching out to their manager to see if a 1 night refund can be processed.  This is not a guarantee.  Can you please advise if you did check in on the 24May14?
Please accept our apologies for any frustrations caused to you with your hotel reservation.
Thank you
Customer Relations
 
Reservations Center
11603 Crosswinds Way, Suite 125
San Antonio, TX 78233
Tel: ###-###-####
Fax: ###-###-####

Thank you for contacting the Reservations Center Customer Resolutions Center.  After receiving your email, we have created service incident number [redacted] for your file.  Please reference this number when corresponding with our department.
 
After receiving your...

complaint regarding your call made to our customer care center we would like to sincerely apologize for the frustration caused to you. Hotel Savings is  a third party reservation center and so we do represent many hotels. Like many third party booking agencies we are allocated a certain amount of rooms from each property  and once we sell out of the rooms that we are provided we do not have a way to pull more inventory for that property. Once that happens we do our best to assist our clients with booking another dates if flexible and/or  hotel options that are best accommodating to their needs. At that time if our client still has questions about the hotel we do offer to contact them directly and provide any information that we discover.
 
Our priority is to offer complete and accurate information as well as superior customer service at all times, and we realize any dissatisfaction on your part is an opportunity for us to improve.
 
 
 
Kind regards,
 
[redacted]
Customer Relations
 
Reservations Center
[redacted]
San Antonio, TX 78233
Tel: ###-###-####
Fax: ###-###-####

We have reviewed the call recording for this incident. The agent recapped the entire reservation, and the guest agreed to confirm the same.  
10pt;">Furthermore, we have reached out to Hotel Beds, and they have contacted Nice Art Hotel to inquire about a possible refund. Please be advised that we are unable to obtain approval from the hotel to refund the requested amount for the hotel imposed fee. We regret that our response cannot be more favorable.   Sincerely, Customer Care www.HotelSavings.com

Response By Email ([redacted]) (01/12/2015 12:49 PM)   This e-mail is in reference to the following reservation:Confirmation Number:[redacted]Name on the Reservation: [redacted]Hotel Name: Nice Art HotelCheck in Date: Saturday, July 05, 2014Check out Date: Monday, July 07, 2014   As per your request please find our findings in regards to the Revdex.com complaint below.   Guest booked the reservation over the phone on July 05, 2014 and soon after booking the reservation she called back to cancel the reservation. Guest wanted to cancel the reservation as the room description mentioned on the confirmation e-mail stated ''Bed In Shared Room 4 Bed - Room Only''. The reservation was sold as non-refundable/non-changeable. Guest claims that the booking agent provided wrong information about the room type. However we have reviewed the call recording and the agent recapped the entire reservation and the guest agreed to confirm the same.   Furthermore, as per our service logs we have reached out to Hotel beds and they have contacted Nice Art Hotel to inquire about a possible refund. Please be advised that we are unable to obtain approval from the hotel to refund the requested amount/ hotel imposed fee. We regret our response cannot be more favorable.   Please let us know, if you require any further assistance or you may also contact our Customer Service department at ###-###-####.Your immediate attention to the above matter would be highly appreciated.   Sincerely,   Customer Care

Complaint:[redacted]
I am rejecting this response because:This company is skirting the issue over and over again.  YES, I did call to cancel the reservation after I received confirmation that it was a SHARED bedroom.  They are not addressing the issue at hand,  that I was told twice before booking that this was a hotel and not a hostel, even though I asked specifically!  In fact, I asked 4 different reps who assured me it was a hotel.I am not asking the hotel (hostel) to refund my money.  I do not care if they will do it.  The company I booked it with is 100% at fault.  I would like to HEAR the recorded conversations I had with the representatives, as I was extremely specific of my wants and needs.  I do not trust any written transcript.  This company is very shady as you can see from several blogs.  I will have no other choice than to contact media and my congressman if this is not resolved!
Regards,[redacted]

Revdex.com:
It's a shame that it took months of back and forth with them in which they refused to really address the situation or take necessary steps, and only after involving the Revdex.com (and even then it wasn't their immediate response) did I get a resolution.
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]

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]
sans-serif;">From: [redacted] [mailto:[redacted]] Sent: Monday, April 04, 2016 6:11 PMTo: info <[email protected]>Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]
 
I D # [redacted] I am letting you know that my account has been credited for the amount I was complaining about.   Thank you  Sent from my iPhone

Thank you for contacting the Reservations Center Customer Resolutions Center.  After receiving your email, we have created service incident number [redacted] for your file.  Please reference this number when corresponding with our department.
 
After reviewing the...

information regarding the booking made for the [redacted] By [redacted] on March 24, 2014 to check in  on April,25,2014 for 2 nights. We sincerely apologize for the frustration caused to you. Upon reviewing the information we do see this reservation was booked online, during the time of the  booking process it appears that the rooms booked were both 1 Bedroom Suite 1 King Nonsmoking Large Living Area NonRefundable. We always recommend that if you have any questions about the terms and conditions feel free to contact our customer service line as we are here to assist you.
 
Unfortunately the reservation does clearly state while selecting the type of room, in the terms and conditions , on the final payment screen and in the email sent that the room is a 14 Day Advance Purchase Save 15% No Refund rate, and that your credit card will be charged the amount or an equivalent in your local currency when you click on complete reservation.  By completing the reservation you are agreeing to the terms and conditions of travel. We do see that a call was made to our center however that was after the booking was completed and were advised that the rooms were non refundable. Upon full research of this issue we cannot provide any further compensation.
 
 We sincerely apologize that we have not been able to provide the exact outcome that you have requested, but we do value your business and loyalty as a valued member. If you have any questions, please don’t hesitate to contact us and we will be glad to assist. 
 
 
Thank you,
 
[redacted]
Customer Relations
 
Reservations Center
[redacted]
San Antonio, TX 78233
Tel: ###-###-####
Fax: ###-###-####

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Complaint:[redacted]
I am rejecting this response because:Please re-read the initial complaint. Your representatives (several of them) gave me wrong information about the hotel and I booked the hotel according to the information that was given to me.  In fact, I was adamant that I did NOT want a hostel.this is an unacceptable outcome and I will go to the local media if it comes down to it.please correct this ASAP.
Regards,[redacted]

Dear Ms. [redacted],
 
Thank you again for contacting us in regards to your hotel reservation. We were unable to find your reservation in our system. Can you please send us your check-in dates? Once received, we can run another search.
 
We are looking forward to...

hearing from you.
 
Sincerely,
 
[redacted]
Travel Reservations Center
Customer Relations

May 16, 2014
Confirmation #: [redacted]
 
Dear [redacted] ,
 
Thank you for contacting Hotel Savings.  After receiving your email, we have created service incident number [redacted]  for your file.  Please reference this...

number when corresponding with our department.
 
We received your Revdex.com Complaint expressing your dissatisfaction with us and we sincerely apologize for the frustration caused to you.  Upon review of your reservation was cancelled online on May 2, 2014.  We do show you have contacted us the same day stating there was a technical error on our site and the reservation was cancelled.  You have requested a manager and one was not available to speak with you at that current time.  We did however, reach out to the hotel the same day and advised of the accidental cancellation and the hotel manager agreed to a full refund of the non-refundable reservation.  At that time a full refund was processed in 2 separate amount of 284.87 USD and 9.95 USD totaling 294.82 USD . 
 
Once again, please accept our apologies for any inconveniences you may have incurred.  You are a valued customer, and we cannot erase what happened, but we hope you will give us the opportunity to regain your confidence.   If you have any questions, please don’t hesitate to contact us and we will be glad to assist.
 
 
Thank You,
 
[redacted]
Customer Relations
 
Reservations Center
[redacted], TX[redacted]
Tel: [redacted]
Fax: [redacted]

Complaint: [redacted]
I am rejecting this response because:  The information that HotelSavings.com has requested has been supplied to them at least twice already.  They even reference the confirmation number in their most recent correspondence, the one to which I am replying now.  This appears to be a delaying tactic on their part, for what reason I am not sure.  In any event, the information they have requested, they already have, and they KNOW it.
Did HotelSavings.com contact the Menger Hotel accounting department?  In their last response, they indicated they had "left a message" with the manager of the hotel, but the manager had not returned their call.  Did the manager ever return their call, or did they just drop it at that point?  HotelSavings.com may also recall in my last complaint response that I recommended they contact the Accounting Department of the Menger Hotel, since that is where all this information can be found, and they will also be able to talk to a real person, instead of leaving a message and then dropping the matter.  If they did not notice the information the first time, I shall repeat it again here:
MENGER HOTEL 
ACCOUNTING DEPARTMENT
(210) 223-4361
ASK FOR:  [redacted] or [redacted]
I reiterate once again, THEY ARE EXPECTING A CALL from HotelSavings.com, and in fact, [redacted] told me that HotelSavings.com would HAVE TO CALL THEM in order to straighten this matter out.  So until HotelSavings.com has discussed this billing error with the Menger Accounting Dept ([redacted] or [redacted] specifically), I see no way that any reasonable resolution to this error can be resolved to anyone's satisfaction.  Asking me for information they already have, as was dictated in their last "response", is not helpful.  It only delays a real outcome.
Regards,
[redacted]

June 26, 2014
 
Confirmation Number:  [redacted]
 
Dear [redacted],
 
Thank you for contacting Reservations Center Customer Relations.  After receiving your concerns forwarded to our offices, we have created service...

incident number 3-[redacted] for your file.  Please reference this number when corresponding with our offices. 
 
On behalf of myself and everyone here at Reservations Center, we apologize for any inconveniences that were experienced with the hotel reservation booked with us.  We understand that you are requesting a refund for the first night stay at [redacted] Plus [redacted].  Please assure that we have researched the reservation and found that the guests did stay at the hotel for the first night of the reservation, and did not stay for the second night.  Previously, a refund was processed for the second night back to the original form of payment.  We have contacted the hotel regarding the reservation and explained the circumstances, however the hotel has confirmed that the guests did stay and has declined to refund the first night.  Based on this information, we would be unable to honor your request for the remaining refund. 
 
You also had concerns about reviewing the initial call recording, and what was advised at the time of booking.  Unfortunately, all calls are not recorded and are randomly recorded for quality assurance.  Once again, please accept our apologies for any inconveniences that were encountered.
 
Thank You,
[redacted]
Customer Relations
 
Reservations Center