I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
No surprise in their response saying it was a “booking error” Disappointed in this hotel as people confirmed their reservations several times last fall and even the weekend before we were told our reservations would not be honored! How is it that the reservations were made in September were all of a sudden “overbooked” in January/February? They should known in September or October that rooms had been overbooked.*** ***
Good afternoon,Today I received a letter confirming a complaint was issued against the Robert E Lee Hotel in Lexington Virginia regarding reservation cancellations for September 2017. In response to the complaint, the property would like to convey the following details of the occurrence which are as...
such:In early September 2016, the hotel received a contract for a full wedding room block to guarantee all rooms on property for a wedding, to take place September 22-24, 2017. On September 29th, 2016 Hotels.com showed availability for the weekend aforementioned at a discounted rate. Twenty eight reservations were booked at the Hotels.com rate and confirmed through the third party reservation site. The twenty eight reservations that were booked, were for rooms that were not available to be sold due to no hotel availability. The hotel and Hotels.com parent company, Expedia, are currently pursuing the root cause of the overbooking situation.Once the overbooking situation was discovered, the hotel has worked directly with Expedia to contact the affected guests. Expedia and the hotel have partnered together to find suitable accommodations for the affected guests and will be covering the difference in rate as per the agreement defined by the contract.The hotel is currently making arrangements for further compensation to all of the reservations affected by the overbooking situation, which will be communicated to each individual reservation holder over the next weeks. The overbooking on the weekend of September 22-24, 2017 was an error in reservation bookings and in no way defined by the rate being offered over the weekend in question. The hotel is honoring the wedding contract which was confirmed prior to the release of the rooms on Hotels.com.We sincerely apologize for the inconvenience this has caused the VMI community and are making every effort to right the situation.
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
No surprise in their response saying it was a “booking error” Disappointed in this hotel as people confirmed their reservations several times last fall and even the weekend before we were told our reservations would not be honored! How is it that the reservations were made in September were all of a sudden “overbooked” in January/February? They should known in September or October that rooms had been overbooked.*** ***
Good afternoon,Today I received a letter confirming a complaint was issued against the Robert E Lee Hotel in Lexington Virginia regarding reservation cancellations for September 2017. In response to the complaint, the property would like to convey the following details of the occurrence which are as...
such:In early September 2016, the hotel received a contract for a full wedding room block to guarantee all rooms on property for a wedding, to take place September 22-24, 2017. On September 29th, 2016 Hotels.com showed availability for the weekend aforementioned at a discounted rate. Twenty eight reservations were booked at the Hotels.com rate and confirmed through the third party reservation site. The twenty eight reservations that were booked, were for rooms that were not available to be sold due to no hotel availability. The hotel and Hotels.com parent company, Expedia, are currently pursuing the root cause of the overbooking situation.Once the overbooking situation was discovered, the hotel has worked directly with Expedia to contact the affected guests. Expedia and the hotel have partnered together to find suitable accommodations for the affected guests and will be covering the difference in rate as per the agreement defined by the contract.The hotel is currently making arrangements for further compensation to all of the reservations affected by the overbooking situation, which will be communicated to each individual reservation holder over the next weeks. The overbooking on the weekend of September 22-24, 2017 was an error in reservation bookings and in no way defined by the rate being offered over the weekend in question. The hotel is honoring the wedding contract which was confirmed prior to the release of the rooms on Hotels.com.We sincerely apologize for the inconvenience this has caused the VMI community and are making every effort to right the situation.