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 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, On September 29th, Hotels.com showed availability for the weekend aforementioned at a discounted rateTwenty eight reservations were booked at the Hotels.com rate and confirmed through the third party reservation siteThe twenty eight reservations that were booked, were for rooms that were not available to be sold due to no hotel availabilityThe 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 guestsExpedia 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 weeksThe overbooking on the weekend of September 22-24, was an error in reservation bookings and in no way defined by the rate being offered over the weekend in questionThe 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
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 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, On September 29th, Hotels.com showed availability for the weekend aforementioned at a discounted rateTwenty eight reservations were booked at the Hotels.com rate and confirmed through the third party reservation siteThe twenty eight reservations that were booked, were for rooms that were not available to be sold due to no hotel availabilityThe 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 guestsExpedia 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 weeksThe overbooking on the weekend of September 22-24, was an error in reservation bookings and in no way defined by the rate being offered over the weekend in questionThe 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