Complaint: [redacted]
I am rejecting this response because:I have not received a refund as far as I am concerned because I was never refunded. My card and bank account have NOT received the refund you say you gave. Therefore, I have not been refunded. How you process things is not my concern and I don't care, what I care about is getting my money back. Maybe you should try again... Also the amount you "refunded" is NOT the right amount. I was charged $209 by y'all and you want to refund me $167? Where is that equal? Where did the $42 go? I will not let this complaint settle till I have my money back in my account. And I did talk with Groupon at the beginning of all this and once the reservation date is past they can't help me. So y'all need to fix this.
Regards,
[redacted]
This response is to clarify that Ms. [redacted] had been refunded back on 6/29. Ms [redacted] booked her room through Expedia, and thus paid Expedia. When the hotel agreed to refund her money, we contacted Expedia immediately and requested for the refund. The 2 Expedia case numbers associated with this issue (one for opened and one for closed) are as follows: [redacted] (opened) and [redacted] (closed).The refund was processed on 6/29/16 at 8:44am and the transaction ID # is: [redacted]. We just got off the phone with Rachel from Expedia who assisted us in getting this information today 7/25/16.
After the General Manager of the hotel, [redacted], spoke directly to the guest after receiving this complaint, both parties agreed to a resolution. The hotel has refunded Ms. [redacted] entirely for her stay. Although the hotel feels certain details of her complaint were exaggerated or subjective,...
we also feel that it was not up to it's standard throughout her stay. Actions are being taken to correct these issues so that no guest, including Ms. [redacted], will feel this way about staying at our property. We hope she stays with us again so that we can show her how wonderful our hotel can be, as reviewed by our other guests.
I do apologize Ms. [redacted], hopefully this next information will clear this up.Reservations that are made through Groupon are sent to hotels by Expedia. Groupon has been partnered with Expedia in order to efficiently send reservations to all of their hotels as Expedia already has a relationship with almost every hotel in the world.As such, the hotel not only receives the reservation information, but the payment of the reservation through Expedia via a Virtual Credit Card (the American Express) as well.Thus, the information we gave on the previous complaint responses, which included transaction numbers and refund backups, are legitimate. If Groupon has failed to refund your account, this should be brought up to Groupon's attention.As a hotel, we have already cleared to Groupon and Expedia that we have authorized full refund for your stay. We have not collected any payment for your stay because of this. We do hope this helps and are willing to assist in any other way we can.
Complaint: [redacted]
I am rejecting this response because:I have not received a refund as far as I am concerned because I was never refunded. My card and bank account have NOT received the refund you say you gave. Therefore, I have not been refunded. How you process things is not my concern and I don't care, what I care about is getting my money back. Maybe you should try again... Also the amount you "refunded" is NOT the right amount. I was charged $209 by y'all and you want to refund me $167? Where is that equal? Where did the $42 go? I will not let this complaint settle till I have my money back in my account. And I did talk with Groupon at the beginning of all this and once the reservation date is past they can't help me. So y'all need to fix this.
Regards,
[redacted]
This response is to clarify that Ms. [redacted] had been refunded back on 6/29. Ms [redacted] booked her room through Expedia, and thus paid Expedia. When the hotel agreed to refund her money, we contacted Expedia immediately and requested for the refund. The 2 Expedia case numbers associated with this issue (one for opened and one for closed) are as follows: [redacted] (opened) and [redacted] (closed).The refund was processed on 6/29/16 at 8:44am and the transaction ID # is: [redacted]. We just got off the phone with Rachel from Expedia who assisted us in getting this information today 7/25/16.
After the General Manager of the hotel, [redacted], spoke directly to the guest after receiving this complaint, both parties agreed to a resolution. The hotel has refunded Ms. [redacted] entirely for her stay. Although the hotel feels certain details of her complaint were exaggerated or subjective,...
we also feel that it was not up to it's standard throughout her stay. Actions are being taken to correct these issues so that no guest, including Ms. [redacted], will feel this way about staying at our property. We hope she stays with us again so that we can show her how wonderful our hotel can be, as reviewed by our other guests.
I do apologize Ms. [redacted], hopefully this next information will clear this up.Reservations that are made through Groupon are sent to hotels by Expedia. Groupon has been partnered with Expedia in order to efficiently send reservations to all of their hotels as Expedia already has a relationship with almost every hotel in the world.As such, the hotel not only receives the reservation information, but the payment of the reservation through Expedia via a Virtual Credit Card (the American Express) as well.Thus, the information we gave on the previous complaint responses, which included transaction numbers and refund backups, are legitimate. If Groupon has failed to refund your account, this should be brought up to Groupon's attention.As a hotel, we have already cleared to Groupon and Expedia that we have authorized full refund for your stay. We have not collected any payment for your stay because of this. We do hope this helps and are willing to assist in any other way we can.