Roi Parker Salon

Initial Business Response / [redacted] (1000, 9, 2015/07/14) */ I have reviewed your reservation and am very sorry for your frustration at the situationThe front desk clerk was incorrect in telling you that they don't sell their rooms for the room rate we charged youThe real issue here is that we purchase hotel rooms at a wholesale "travel agency only" rate and then the hotels set the amount that we are to resell them forThe front desk clerk saw our wholesale rate in the system and misunderstoodIt sounds like they stated that it was one you could book yourselfThis is simply not the caseWe don't have control over the price that we sell the rooms for - the hotel chains control itHowever, I can completely understand your frustration when someone who is working at the hotel tells you something like this that is completely incorrectUnfortunately there is quite a bit of turnover at hotel front desks and often inexperienced clerks assume they understand what they are seeing when they really don't know how the process works It is the same type of situation as when you purchase anything at retail with a minimum retail priceThe supplier controls what their product can be sold forThey sell their products to dealers for less so that they can be marked upWhat happened at the hotel would be like a clerk at any retail store giving you the receipt showing the wholesale cost for what you purchasedYou wouldn't be eligible to purchase the items at wholesale, but knowing the price that the store pays for something would naturally cause discomfort Because I do understand how unpleasant that must have been for you, I have issued a refund for [redacted] You should see this credit within 3-business days I would also like to address your concerns that we mislead you to believe you were booking directly through [redacted] We are a travel agency, and our product is hotel roomsIt is reasonable to expect that we would have pictures of hotels as well as information regarding them when we offer the service of making a reservationOur website is hotels-rates.comIt is purposefully not branded as any one hotel or hotel chainThis is displayed in the url, in the header on every page of our site, and in our confirmation emailWe do not claim to be the hotel or indicate that we are on our site When you call into our call center, unless you ask for a very specific property, our agents will offer you rooms at many different hotel chainsIf a guest has a specific property in mind, it wouldn't make sense for us to try to sell them a room at a different hotelSo, in many cases when a guest knows where they want to stay the process is very straightforwardThis is not meant to deceive; it is simply the nature of the process As I stated above, I am sorry that the front desk clerk misunderstood the situation and caused you to feel deceived and overchargedHowever, they were simply mistaken and didn't understand the process I have also checked on your Club Home and Away membershipThere doesn't seem to be record of any calls from you prior to 7/2/Had you called in to cancel your membership in February all charges would have ceased at that pointWe think it could be possibly that you may have called a wrong numberThere is a no fuss cancel policy for Club Home and Away You stated in your complaint that they should have a website, phone number and emailWe agree, and there is, it is http://clubhomeandaway.com and if you go there you will see that there is also a very prominently placed phone number on the page In addition, you should have received a welcome email when you joined that would have given you your login, password, and additional contact information for any questions regarding your membership We do promote the discount club to our customers because we feel that it adds a lot of benefits and discounts to our travelersIf you had reviewed the discounts available to you I believe you would see that it is very easy to save much more than the [redacted] membership chargeSince you were not aware of the website and that is where you would have found the discounts available to you it sounds as though you simply didn't understand what you could have saved over those months We are sorry that this happened and because it doesn't seem like you were able to benefit from the membership we have requested a full refund of [redacted] which reflects all charges to your account including the months prior to FebruaryThis will be processed today and should show in your account within 3-business days as well We hope that the steps we have taken and the explanations we've given have helped you see that we certainly do value your businessWe work very hard to make sure our processes are up front and honest in all waysWe are very sorry that you didn't feel this way initially

Initial Business Response / [redacted] (1000, 9, 2015/12/01) */ I have reviewed your reservations and have processed a refund in the amount of $to your card In reviewing your calls into our customer service center I understand where our agents were coming from in considering the $per reservation refund of the booking fee as applying towards the discount you were requestingHowever, I agree with you that the booking fees should have been refunded in addition to the $discount you were expectingI will be going over this with both the agents and supervisors who dealt with your account They were correct in explaining that of the $fees had been voidedThis means you will never see the charge and refund because they were never allowed to post to your account The one $fee that did post to your account was refunded The misunderstanding was mainly based on the way they looked at these refunded feesI see it as you do in that it is correct that they were refunded because according to the booking agent they should not have been charged to you In addition to the issue with the booking fees, in reviewing the call, the booking agent should not have said "Ok, that's fine" to you when you stated that you wanted to use the AAA discount when you arrived at the hotelWe have clarified this with themThe hotel is correct in that you can't stack discountsOur rate is a discounted rate already and so a AAA rate doesn't also apply Because this wasn't correctly explained to you, I have processed the refund that you requested I'm very sorry for the misunderstandingOur agents were honestly just seeing this differently and weren't trying to be unfairAt this point you have been charged no booking fee at all, and have received the 10% discount you requested Your third issue with the "non-refunded" booking fees is the only thing that wasn't accurateWe did charge and then void the booking feesThey will not show on any statement I believe that by refunding the $you requested as well as the $fee that you did expect to be charged we have actually covered all issues

Initial Business Response / [redacted] (1000, 9, 2016/06/08) */ I have refunded $24, but only as a courtesyWe did not offer price matching on our website, we did not mislead as to what the rate was and we should not be expected to honor contracted rates that a company the size of Expedia is able to negotiate The rate we charged the guest is the rate that we were contracted with the hotel to charge for the room on the day that she booked with usWe did not mislead her to believe we were Super The hotel has every right to adjust their rates according to availabilityIt makes sense that if they had a cancellation they would try to sell that room any way they could in order to have maximum capacity Initial Consumer Rebuttal / [redacted] (2000, 11, 2016/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am getting somewhat of a refund and will continue to express concerns with Super I appreciate the refund they are giving

Initial Business Response / [redacted] (1000, 5, 2017/02/03) */ I spoke with Mr [redacted] yesterday and believe we have cleared up all of the confusion regarding his reservationThe rate of $was never quoted to him as determined by reviewing the recording of his reservation callWe are still not sure where this number came fromThe only theory I can come up with was that it was possibly a typo when he entered the rate as $would be an easy thing to type instead of $(which was the average rate booked before taxes) In most cases our discounted rate is very comparable to a governement rateIn his case it was notBecause of this we have resolved the situation with him Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/02/03) */ I spoke to the Hote-Rates.com Director of Customer Service, [redacted] , on [redacted] Hotel-Rates.com offered a refund of $ [redacted] on my U.SGovernment credit card and provided a receipt for the refund I ask that this case remains in an open status until I confirm that the refund is actually credited back to the VISA credit cardMs [redacted] said it would take 3-daysI checked on FEB and the refund had not yet been processed but I was able to submit my travel voucher to the U.SGov't for credit card payment on the amended total Once the refund is credited to VISA, I am satisfied and appreciate Ms [redacted] 's time and assistance [redacted] Final Business Response / [redacted] (4000, 13, 2017/02/15) */ The refund was processedI believe that was the only remaining issue causing him to request that this issue remained openIt should be able to closed now with verification from him Final Consumer Response / [redacted] (2000, 15, 2017/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ I have personally reviewed this issue and determined that something was missed during the initial call review that our Quality Assurance department performed When reviewing the call, our Quality Assurance department found that the booking agent stated that this reservation would be charged at the time of booking twice before asking you to agree to the terms and policiesAdditionally, your cancellation policy was stated verbatim, "You May Cancel Your Reservation For A Full Refund Minus A [redacted] Cancellation Fee If Cancelled Prior To 06/08/XXXX XX:XX Pm (Central Time)Any Cancellation Made After This Time Is Nonrefundable." Because these policies were disclosed verbatim, and you agreed to the terms and policies before the reservation was confirmed, the Quality Assurance department determined that it was not agent error that caused you to no realize that your reservation was a pre-paid (paid at the time of reservation - not check in) type of reservation However, when I reviewed the call, I caught that after the reservation had been booked (also after you had agreed to the terms), it seems like you had moment where you realized you weren't sure about when the reservation would be chargedThe agent asked if you had a pencil for your confirmation number and after you stated you didn't, you said "And you guys charge the card when we get down there right?" It was at that point that our agent made a confusing statement regarding the reservation being prepaidShe replied "Yes"- which wasn't correctAfter reviewing the call with her we have determined that she answered you without hearing you clearlyWe are addressing this with herOf course, it is expected that our agent would not only properly disclose these policies, but also remain consistent in explaining them to youDue to this miscommunication after the reservation was booked - but still at a point when the charge could have been voided had she answered you correctly - we have agreed to refund your overdraft fees in full Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as the overdraft fees are refunded in full in a timely fashion, I am accept their response

Initial Business Response / [redacted] (1000, 5, 2016/09/27) */ I have reviewed this reservation and have found that this guest has already been refunded in full on 9/21/at 10:amThe refund was processed and they were notified of the refund on the same day We agree with the guest that to list a pet fee at [redacted] and not mention a [redacted] deposit is ridiculousAt our urging the hotel has since updated their pet policy and it now reflects the correct charges We still maintain that the error was the hotel's error in how they entered their pet feeAll hotels are required to keep their information updated Because this was not able to be cancelled with the hotel we are still being required to pay for the roomHowever, we have issued Ms [redacted] a full refund of [redacted]

Initial Business Response / [redacted] (1000, 5, 2017/02/14) */ This was actually a case of the hotel incorrectly charging the guestWe charged the guest correctlyHe was able to find our contact information and we spoke with him yesterday regarding this issueWe were able to confirm with the hotel and Mr [redacted] that the situation was resolved between them

Initial Business Response / [redacted] (1000, 10, 2016/11/16) */ I have reviewed this reservation Regarding Issue #1: We do fully disclose our service fee on the reservation page - prior to the reservation being submittedThe wording states in all capital letters exactly the amount of the fee and that it is a non-refundable service fee That being said, since she did not notice the fee until after she booked, I have refunded [redacted] today and it should show in her account within 3-business days Regarding Issue #2: We do not have record of this reservation ever being cancelled - or even attempted to be cancelled onlineOur system records both failed attempts and successfully cancelled transactionsSo, I'm not sure exactly what site she was on, or what she saw - but our system records all attempts and shows nothing being even attemptedWe also don't show any phone calls into our customer service department until November 4th - after the reservation would have been completed Regarding Issue #3: The email address we have on file for the guest is " [redacted] @tds.net" which is the same email address entered on this complaintOur booking engine sent this email immediately after her reservation was submitted to us: HotConfID: - Note#XXXXXXXX This note is a/an: Confirmation/Cancellation Email 10/03/08:50:PM Thank you for choosing Hotels-Rates.com! Your reservation has been confirmed Reservation Details: Confirmation Number: RXXXXXXXXX Customer ID: XXXXXXX Guest Name: [redacted] Property Name: [redacted] Of Murphy Property Address: [redacted] , Murphy, NC, US, XXXXX Property Phone: (XXX) XXX-XXXX (The property´s phone number is provided for your convenience onlyAll cancellations/changes must be made directly with Hotels-Rates.com through one of the methods below) Arrival Date: Saturday, October 29, Departure Date: Monday, October 31, Room Description: Queen Beds Overlooking The Mountains Entertainment - Free Wifi And Wired Internet Access, 36-inch Flat-screen Tv Food & Drink - Refrigerator, Microwave, And Coffee/tea Maker Bathroom - Partially Open Bathroom, Shower/tub Combination, Free Toiletries, And A Hair Dryer Practical - Free Local Calls, Laptop-compatible Safe, And Free Weekday Newspaper; Rollaway/extra Beds And Cribs/infant Beds Available On Request Comfort - Air Conditioning And Daily Housekeeping Non-smoking Room Is Accessed Via Exterior Corridors Rate Description: TravelSaver Rate Number of Adults: Number of Children: Number of Rooms: Nightly Rates: 10/29/$ [redacted] American Dollars 10/30/$ [redacted] American Dollars Total Rate Charged Including Taxes & Fees: USD [redacted] *This amount will be charged to your credit card at the time of booking Cancellation Policy & Information: Cancellation Policy: Each Room In This Reservation Is Subject To The Hotel's Cancellation Policy Which Is: Cancellations Before 10/29/2016, 04:Pm (America/New York) Are Fully RefundableBookings Cancelled After 10/29/2016, 04:Pm (America/New York) Are Subject To A Fee Of Night's Room And TaxThere Is No Refund For No-Shows Or Early Checkouts In order to cancel this reservation, please use one of the following methods: (Preferred Method) Use the on-line Reservation Retrieval/Cancellation page located at https:// [redacted] Follow all steps until you receive a cancellation number Contact our customer service department at X-XXX-XXX-XXXX E-Mail our customer service department ( [redacted] @hotels-rates.com)Please provide all reservation information in the emailPlease be advised that cancellation requests sent via email are not guaranteed unless you receive a cancellation notification email Service Fee: USD [redacted] A USD [redacted] NON-REFUNDABLE SERVICE FEE WILL BE CHARGED AT TIME OF BOOKINGNOT INCLUDED IN TOTAL RATE *As stated on the website prior to making a reservation, this is a non-refundable service fee applied at the time of bookingFor any questions regarding this fee, please contact us at (XXX) XXX-XXXX Miscellaneous: All customer preferences and comments are forwarded to the hotel with the reservation, but are not guaranteed until check-in Thank you again for making your reservation with Hotels-Rates.com Regarding Issue #4: This was a prepaid reservationThis information was disclosed on the same reservation form as we displayed the Service FeeIt sounds as though she simply didn't review the information very carefullyThis information is displayed for every single reservation made through our system Regarding Issue #5: I believe her only complaint was that our agent stated the factsWe do not show a cancellation attempt at all in our systemBecause of this we were charged for her stay Regarding Issue #6: The reservation she made had a rate changeThe charge for the 1st night was [redacted] the charge for the second night was [redacted] Taxes and Fees for the reservation were [redacted] which brings the total to [redacted] This amount is also clearly displayed on the reservation form before the reservation is processedThis is also on the same page where she didn't notice the service fee or the fact that it would be charged immediately Regarding Issue # We show no record of the cancellation attemptAll submissions are recordedI believe she may just be mistaken as to what site she was using to cancel the reservationThe emails to and from her husband don't help us to prove to the hotel that she cancelled when our own system doesn't show the attempt

Initial Business Response / [redacted] (1000, 5, 2016/05/13) */ I have personally reviewed this call into our callcenterWhile I can understand how she could feel mislead, I do not believe that our agent did so intentionally At the beginning of the call the agent asked her for the date she would be checking inShe stated "I need May 6th", paused and then said "and May 7th"When the agent repeated her information he stated exactly "Checking in May 6th, 2016, checking out May 7th, with adults, no children, needing room, right?" At the point in that sentence when he said "checking out May 7th, with 2" she said "no", but he was still speakingWhen he finished the sentence with "needing room, right?" she said "yes"So, he didn't hear her say no, and only heard her say "yes" to his sentenceHe was not trying to trick her by booking the wrong dates Two more times during the call he stated "Checking in May 6th 2016, checking out May 7th, 2016" and she never corrected him and agreed both timesI don't believe that she was being deceptive either when she agreed to the datesI believe she must have just not been listening to what he was saying That being said, we have already refunded her down to the amount that she believed she should pay for one night based on the walk in rate of the hotel when she arrivedThe nightly rate when she called in was $Rates do fluctuate based on availabilityIt is understandable that if the property had many empty rooms that night they could have a lower rate available This also is not deception on our partWe are contracted with the chains to charge set amountsThe agents have no control whatsover over these ratesThey can only book what is shown to them It is unfortunate that the misunderstanding happened, but we believe we have already remedied the situation and actually have lost money on her reservation as we had to pay the hotel more than we charged her Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/07/28) */ I have reviewed your reservation and am very sorry for your frustration at the situationHad you contacted one of our agents instead of the hotel's desk clerk we would have been happy to explain what you were seeingThe clerk was correct that we do receive the extra amount as our commission - but the part she left out is that the rate you saw was not a rate available to everyone We purchase hotel rooms at a wholesale "travel agency only" rate and then the hotels set the amount that we are to resell them forThe front desk clerk gave you our wholesale receipt by mistakeWe don't have control over the markupIt is the same type of situation as when you purchase anything at retail with a minimum retail priceThe supplier controls what their product can be sold forThey sell their products to dealers for less so that they can be marked upWhat happened at the hotel would be like a clerk at any retail store giving you the receipt showing the wholesale cost for what you purchasedYou wouldn't be eligible to purchase the items at wholesale, but knowing the price that the store pays for something would cause discomfort Because I do understand how unpleasant that must have been for you, I have issued a refund for $You should see this credit within 3-business days As I stated above, I am sorry that the front desk clerk misunderstood the situation and caused you to feel deceived and overchargedHowever, they were simply mistaken and didn't understand the process

Initial Business Response / [redacted] (1000, 9, 2015/08/11) */ I have personally listened to the recording of this call as I was very concerned about your claimsHowever, after listening to the call recording I'm concerned that possibly you may have contacted someone else rather than us in addition to this call On your call into our call center to book this reservation, I didn't find that the agent represented herself as being with [redacted] directly at all during the callShe answered the call "Hi, thank you for calling the reservation desk, this is [redacted] what city and state are you booking in today." From that point forward in the call the only information exchanged was regarding your stay and the type of room you wantedAt no point in this call was any information requested or given about who you calledShe never claimed to be [redacted] and you never asked if she was Also, at the point you asked about the total, the reservation had not been submitted and it could have easily been stopped at that pointIn your complaint you requested that we be required to allow people to cancel if they are unhappy with the ratesWe certainly allow you to abandon the reservation (with no charge at all) at any point prior to it actually being bookedOnce it is booked, we are required to hold to the hotel's cancel policyIn your case the reservation was already past the cancellation cut off time when you placed the reservationIt required a cancellation days prior to check in and you booked the day of arrival You also requested in your complaint that we are required to disclose that we are a travel agencyHowever, our website clearly displays multiple hotels and hotel chains, our name as displayed on the page and in all confirmation emails doesn't indicate any one chain or hotelI believe that you possibly assumed that you were calling the hotel and were therefore disposed to believe we were a specific propertyOur agent did nothing during the call to indicate this to you That being said, we did find several issues with your call regarding the way our agent received your informationThe agent did not follow the correct procedures to verify your dates, room type, or ask you if there was any additional information you wanted to provide herShe did indicate that the [redacted] included taxes and fees - but she did not correctly explain the booking fee to youWe take these details very seriously and the agent who took your call is no longer with our company Because of the failure of our agent to follow our very strict guidelines during your call, even though her mistakes were not what you filed the dispute about, we have issued you a refund in the amount of [redacted] was refunded on 7/14/and an additional [redacted] was refunded on 7/17/2015)This brings your total paid for the reservation to [redacted] which is lower than the [redacted] you believe you should have paid Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find that this businesses response does not accurately reflect what occurred during the booking processAt this time I realize that it is a matter of the consumer's word against the word of the company My complaint against this company stands as I had originally statedWhile I did receive the refund as they stated, it took a great deal of time and effort to acquire the [redacted] which was overcharged to me The company did misrepresent themselves and overcharged meThey did represent themselves as the Microtel reservations office and they did state that the reservation could not be cancelled because it had already been submitted In short, the business continues to deny the reality of the events and take responsibility for the majority of the original complaint that I filed My complaint against this company stands as I originally filed Final Business Response / [redacted] (4000, 13, 2015/08/14) */ I understand that this guest believes their recollection of the call to be accurateI do not believe they are being intentionally dishonest However, this is not a case of our word against hisWe listened to the actual recordings of the calls and the recordings do not support what he claimsOur agent never represented herself as the MicrotelNot one timeHer exact words were: "Hi, thank you for calling the reservation desk, this is [redacted] What city and state are you booking in today." Our agent did give him the rate information before booking itThey discussed the total rate, that it included taxes and fees, and he said it seemed highShe indicated to him that the rate he saw online wouldn't have included taxes and fees and if he continued with the process online the total would end up about the sameHe then said "Wow, ok well, let's book it anyway"There wasn't much discussionShe could have explained it better, but he moved on with that statement and so she proceeded with booking his reservation as he requested The exact exchange was: Agent: Yep, there is a Queen Bed, Smoking Room, Free hot breakfast, Free and that would be [redacted] Mr***: On the website it said [redacted] Agent: Yes, we have the same price except mine includes all the taxes and feesSo if you put in all the dates and everything and tried to book it, it would end up being the same price Mr***: OK, Taxes are high then Said at the same time: Agent: Yeah, it includes all the taxes and state taxes too Mr***: That's like 50% Mr***: Wow, ok well, let's book it anyway Agent: Ok, what is your first name? The agent proceeded with getting his information for making the reservationShe gave him the confirmation number and he indicated that he had it and then asked for the customer service numberShe gave it to him and that was the end of their call At no time during this call did he try to stop the reservationAt no time during this call was he told he couldn't cancel because she had already submitted itHe didn't even ask I have reviewed all of his calls into our customer service departmentAt no time did he request to cancelAnd therefore at no time was he told that he couldn't because it had already been submitted In his first call into our customer service department on 7/he indicated to our agent that he had forgotten to mention to the agent that he had an [redacted] and [redacted] membership and was hoping for an additional discountHe wasn't happy with the rate we bookedOur agent almost immediately offered him a [redacted] discount as a courtesy because he wasn't happy with the rate he bookedIt required next to no effort on his partHe is claiming that he had to work very hard for the discounts we gave himThis is simply not supported by the recordings The next time we spoke with him was 7/- two days after his stayHe spoke with [redacted] who spoke with him about his concernsHe told [redacted] that he believed the agent had answered the phone as [redacted] Reservations"She set the call up for a call review and did an excellent job of explaining our relationship as a 3rd party affiliateHe seemed to understandHe voiced a concern about not receiving a smoking room and she added that to the call review requestAt no time during that call did he request nor seem to expect any additional refund We spoke with him next when he called back after we left a message with his call review resultsOur review had found that the agent never represented herself as the [redacted] but that she had booked him a non-smoking room when it should have been a smoking roomDuring this call he explained again that he felt strongly that she had said MicrotelHe also said he felt strongly that our agent never said "fees" However, in the recording, she did not answer the phone that wayAlso, she does clearly say "taxes and fees"She could have done a better job at explaining the fees, but she definitely stated "taxes and fees"The entire fee was refunded because she didn't follow our very strict policy for how to disclose the feeThe remaining [redacted] was refunded to him without any request from himAgain, this does not go along with his claim that he had to work very hard for the refunds that we gave him As I stated in my original response, based on his claims and certainty that he heard [redacted] Reservations" and that he was told he couldn't cancel, I can only assume that at some point he called Microtel directly or a different phone number entirely and must be remembering that call I have personally listened to all calls that he made into our company and not one time did he ask any of our agents to cancel his reservationNot one time did any of our agents answer the call [redacted] Reservations" Every request that he has made in order to be satisfied is already part of our policyWe do require that our agents disclose the service fee, we do require that our agents never represent themselves as being from a specific hotel or chain, and we do already allow anyone to abandon a reservation at any point before the reservation is submitted with no charge whatsoever I am sorry that his recollection of these phone calls is so disturbingHowever, it simply isn't accurate Final Consumer Response / [redacted] (4200, 15, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I found the last response to be very comprehensive and mostly accurateI stand by my initial recollections that the call was answered [redacted] reservationsI continue to believe that the call should have been answered "Hotel Rates reservations" so that it would have been clear to me that I was dealing with a third party booking agencyHad it been made clear to me that I was not communicating with [redacted] own reservation office I would have immediately terminated any further discussion The response finally acknowledged that the agent could have done a better job of explaining the feesAt least that gives me some indication that they are willing to accept partial responsibility for what transpired I am not seeking any additional financial compensation from this companyMy goal in filing this complaint is to have the company accurately represent themselves up front and accurately disclose the fees they charge at the beginning of any transactionI am seeking to protect other consumers from, what I consider to be, deceptive practices of this company

Initial Business Response / [redacted] (1000, 5, 2017/06/19) */ I have reviewed this reservation and I can't find anywhere that Mr [redacted] ever contacted us regarding the service feeWe do post our phone number directly below the fee in the confirmation email We do clearly display the service fee prior to processing the reservationAs it seems that he did not see it, or did not understand the nature of the fee, I have refunded it in fullAny agent could have assisted him with this had he called and requested help I have also reviewed the cancel policy and while he maintains that the policy is confusing, I can't say that I agreeHe is indeed entitled to a full refund of the charges for the roomHe booked on June 18th and cancelled on June 19thBoth of these dates are well before Noon on Thursday, July 6th The remainder of the policy only deals with cancellations after that timeThere is a window in which a one night penally will be applied and there is a point at which the reservation becomes non-refundableI actually feel that this policy - out of many hotel cancellation policies, is one of the more clear policies I also maintain that we did not mislead Mr [redacted] regarding who he was booking throughWe are Hotels-Rates.comHe booked through our websiteWe are a travel agency and we use multiple suppliers to be able to offer competitive rates throughout the United StatesOur agents are available to assist him with any issues either with the hotel or with [redacted] According to the policy, he should expect a full refund for his room, and as of a few minutes ago I have processed a full refund of our service fee

Initial Business Response /* (1000, 5, 2015/07/28) */
I do not quite understand this complaintNot only do we display the fee clearly before the reservation is processedWe have the fee displayed in red font, in all caps text, under the heading "Service Fee" and listed along with all of the other
reservation details such as nights of stay, tax information, cancellation policy, etcI would request that this guest go back to the site, re-create the booking they made (without submitting the form - just navigate to the booking form) and see the fee clearly disclosed before the reservation is submittedIt is actually even eye level with the submit button
The actual text displayed is:
Service Fee:
A *** NON-REFUNDABLE SERVICE FEE CHARGED AT TIME OF BOOKINGNOT INCLUDED IN TOTAL RATE
In addition, as proof of our desire to be completely clear with our fee, anytime a guest fails to notice our all caps, red text, fee disclosure directly beside the submit button, our agents are authorized to issue a courtesy credit
It is very common in this industry to charge a service feeMost of our competitors charge a similar booking feeMany of them actually do not make their fee as obvious as we doMany of them hide their fee in other areasWe feel that we give the guest the clearest picture of what they are being charged so that they can make the decision for themselves
Our agents would have been happy to explain this to Mr*** had he contacted us before filing this complaintI have issued a refund for the service fee
I have also processed the cancellation as requestedHe will be receiving an email with details of the cancellation

Initial Business Response /* (1000, 10, 2015/06/01) */
I have reviewed your reservation and it looks like the customer service department that you spoke with on 5/14/was *** (the supplier your reservation was booked through)According to your cancel policy you were required to pay a
night penalty if you cancelled your reservation and modifications to it (such as removing a night) were not permittedThis is the cancel policy that was shown to you both before you made your reservation and in your confirmation page and email:
Cancellation Policy: For The Room Type You've Selected, You Can Cancel Your Reservation For A Full Refund Up Until Noon On Tuesday, May 12th (Local Hotel Time)If You Decide To Cancel Your Reservation Anytime Between Noon On Tuesday, May 12th And Noon On Friday, May 15th (Local Hotel Time), The Hotel Requires Payment For The First Night's StayYou Will Be Charged For The First Night's Stay Including Taxes And FeesAny Remaining Amount Will Be Refunded To YouRefunds Or Cancellations Are Not Available After Noon Local Hotel Time On Your Day Of Arrival (Friday, May 15th)
I believe they have worded their cancellation policy very clearlyit gives exact guidelines based on the date of your cancellationSo, if you had called on 5/15, you would have been in the portion of the cancel policy where you were still required to pay a cancel penalty equal to night plus taxHad you cancelled at that time, and rebooked for night you would still have had to pay for the cancel fee and for the night's stay (on the new reservation)So, this is why they are refusing to refund the second night to you
We have not actually collected the money from you, it was paid to TravelWebThe hotel is charging them in full for your stay as booked and this is additionally why they are not able to make an exception to the policy for you
Initial Consumer Rebuttal /* (3000, 12, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
had we realized this was some service versus direct with Hilton would have not usedStill think it was a rip offWill be very careful to only call *** the next time and will certainly spread the word of your lack of serviceTalked with a number of people and understand hours is the standard
Final Business Response /* (4000, 14, 2015/06/03) */
I can understand that you are frustrated with the situationHowever, you didn't speak with our customer serviceIt appears that you only spoke with travelweb's customer serviceRegardless of who you spoke with though, and regardless of what is standard for other rates, the rate you booked carried this cancel policyThe policy was given to you before you bookedDifferent rate types have different cancel policiesIt isn't reasonable to expect to book under one policy and have another applied to your reservation
Final Consumer Response /* (4200, 17, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already responded onceI have no idea how the reservation was made through this companyWill never use again and will spread the wordHave talked with a number of people who say hours is the normWill make sure I call *** direct for any further reservations

Initial Business Response /* (1000, 5, 2015/10/23) */
While I can certainly understand your frustration at having reservations when you didn't intend to make both, I can assure you that we in no way benefit from this situation
I have contacted our IT department to find out exactly how you
could have possibly had reservations when you only intended to make oneTheir research has determined that while both reservations were made from the same android device (most likely your mobile phone or tablet), neither one of them was made in a timeframe that any human could have manually filled in the form with your name, address, phone, email and credit card information
Since all of this information is required in order for a reservation to be made in your name and being charged to your card, their theory is that you must have some sort of app running on your phone that autocompletes forms for you
Your first reservation was submitted within seconds of the page being loaded and no button click was loggedWe believe this means that the app has to have submitted the form for you which initiated a reservation in our systemThen, seconds later - still not enough time to type the information in - the submit button was clickedThat click was actually the second request for a room that we received from your phone even though you personally only clicked the button one timeseconds wasn't enough time for our system to have displayed the first confirmation to youYour second request was submitted and most likely only one confirmation number was displayed to you
We recommend that you contact the creators of the app that is filling out the forms on your behalf and disable it in the meantime as this behavior could result in you double purchasing from other sites
We believe that explains the submission of two reservationsWe are not responsible for reservations submitted by you - whether by you manually or by an application that you installed on your own device
We also firmly disagree with your claim that we mislead you to believe you were booking directly through *** *** Their website is daysinn.com, our website is hotels-rates.comWe do come up for people searching to make a reservation at days inn properties because we are a business that provides that serviceIf you do a quick search online you'll see that *** *** and *** also come up when you search for *** *** They are not misleading you to believe they are *** they simply sell Sony TVs and therefore come up in search resultsIt isn't deceiving on our part for you to be confused as to what site you were using
Something that you may not be aware of is that when a user error like this happens - whether it is from a user clicking submit multiple times or from an automated "helper" submitting the form - actual costs are incurred by all of the parties involvedWe incurred real costs when we processed the credit card chargesThe hotel incurred real costs from their *** provider when your reservations were madeWe are being required by the hotel to pay for the stay that was requested from your phoneWe did try to get the hotel to see that this was an honest mistake and you only needed one room, but they were not willing to absorb the costs incurredBecause of this they are requiring that we pay for your stay
We have received notification that you have disputed the charge with your credit card company while we are still being required to pay for this roomUntil this is resolved through the chargeback process you initiated we are not able to consider or process any partial or full credits to try to assist you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the thorough investigation by hotels-rates.com, but I do not agree with the explanationThe device I used is a *** *** *** I use *** browser, for the erason that it can be personalized, particularly regarding privacy and securityI ALWAYS turn off automatic filling out of forms for security and privacy reasonsI checked and confirmed that this was indeed the case, and I assure you I would never have that turned on in the first placeFor whatever reason, it was not the device that can be blamed for this, but the website of hotels-rates.com
I am not accusing the company of purposely misleading me to think I was dealing with *** directlyI was merely observing that I thought I was being redirected to *** but were notThe first time I heard I had apparently reserved through a 'travel agent' was when I checked into the hotel
I disputed the charge to my credit card immediately when realizing this issue was not being resolved that night because I had not authorized two paymentsWhatever the reason for the double booking, the hotels-rates.com website should have asked for confirmation twice, and prompted for authorization of the two, may I point out, SEPARATE, chargesIt did notAnd I did not reserve two rooms on one chargeWhy would I have made two different reservations within ten seconds if I needed two rooms? I would have clicked on 'two' rooms and paid them as one chargeAnd how, indeed, would I make two separate reservations within ten seconds?
I will be happy to inform *** that the dispute has been resolved when I get word from hotels-rates.com that the charge for that second room will be returned
Final Business Response /* (4000, 11, 2015/11/05) */
I can see that there is no longer a chargeback filed on this reservationI have processed a full refund for the unwanted reservationHowever, I do still maintain that there was some sort of device error rather than a system wide error on our sideIf it were our system we should be seeing many issues like this and we simply are not
Final Consumer Response /* (2000, 13, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the in-depth investigation by hotels-rates.com and am happy with the resolutionI don't understand how this happened either, device or website, but sincerely hope that it is an isolated case, for the company's sake, and my own

Initial Business Response /* (1000, 12, 2015/10/22) */
I have personally reviewed your calls both into our reservation desk and our customer service center
I need to start by saying that I 100% agree with you that you were very clear with our reservation agent regarding your need for a roll in
showerI can't apologize enough that an error was made that was so very clearly important for your stay
We have gone over this reservation with the agent and he honestly believed that the room he booked for you was what you neededWe believe that he clicked the wrong button when he selected the mobility accessible tub rather than the roll in showerWhile this is a very critical mistake and is not excusable - we believe it to be an honest mistake on his part rather than anything maliciousHe feels terrible about it as we all understand what an impact this detail made for you
As I listened back to the call I can hear him going back and forth to different properties to make sure it specifically said "roll in shower" so he could find exactly what you needed
What we have determined is that on your call he actually made errorsHe selected the wrong room type and then his second mistake is that he did not read the complete room description to you as we require for each and every reservation that is processedHad he also done this second step we are confident the incorrect button click would have been caught at that point and the whole thing could have been avoidedThis is why we have the policy of repeating the room description completely before placing any reservation
So, we offer you our very heartfelt apologies that these errors were made
I have also reviewed your call into our customer service departmentI can certainly hear the words being said that upset you, however, in listening to it I don't believe that our agent meant at all to accuse you of being dishonestHer tone was very empathetic and she was simply stating the fact that she hadn't been in the conversation so she had no way to know herself what had happenedHer point was that it didn't matter, her desire was to help you fix the situation regardless of who was at fault
While listening to the call recording I had the advantage because I knew going into it that you had indeed been booked into the completely wrong type of room, and you had been completely clear with the booking agentHaving this information myself I can certainly understand your frustration and I can see from your perspective that the words she was saying to you - though true and said empathetically- were not what you needed to hear at that momentYou were understandably upset and disappointed at a situation that was not your faultShe did not have this information, and was honestly trying to get the problem fixed regardless of whose error it was
I do believe that your frustration played a factor in how you received the interaction from our customer service agentsI do not find that in reviewing the call recording they acted harshly or unkindly as you clearly felt that they were doingThis doesn't change how you felt during your interaction with us and I can't say that I can fault you for feeling the way you didOur booking agent let you down and you have every right to be upsetI just did not find in listening to the interaction that the customer service agents acted inappropriately
While you can choose to interpret the words "I wasn't there so I can't say what happened" to mean "you might be lying" that was not the intentionThe agents simply were not there during the booking process and were trying to express the fact that it wasn't their job to determine exactly what happenedTheir job was to solve the problemThey were able to get the reservations cancelled and get you fully refundedThey also offered to get you rebooked into a hotel that would have had roll in showersAs they mentioned on the call, they did see several availableYou understandably declined
The one thing in your complaint that I feel is incorrect is your accusation that we presented ourselves as though we were ***The very first hotel that we attempted to book you in was a *** - not even a part of their chain groupIt was clear throughout the call that we were not with any one hotel chain and were exactly what we are - a hotel booking service

Initial Business Response /* (1000, 14, 2016/04/15) */
I apologize for the delay in responding to this complaintI have reviewed the call placed into our call center and have issued a full refund of both the service fee and the rate paid for the night booked in WarrentonThese refunds are in the
amount of an initial refund of $for the service fee and a $credit processed 3/30/when this issue was escalated to meAn additional refund in the amount of $was processed by me today (4/15/2016)
In reviewing the call it has been determined that the agent they spoke with did not follow policy and has been dealt with accordinglyWe agree with Mr*** that the situation was not explained accurately and we are very sorry that they had such a frustrating situation to deal with on top of such a painful reason for traveling
The agent stated in the call that they only had one room period, which was true from their perspective - however it is not our policy to imply that this means that all rooms are bookedThe agent should never have given that impressionIt is not the policy of our company to mislead as we hope is evidenced by our full reimbursement for the cost of reservation as well as our service fee
The agent also did not give you the correct mileage from the hotel to the city you were aiming forThis is also not our policyWe provide exact mileage to our agents so they can accomplish the most satisfying experience for our customers
It is very disappointing to us when something like this happensIt benefits us none to have a situation like this where we end up covering the cost of a stay as well as receiving no revenueWe can assure you that this is not a profitable business modelIt was simply an error on the part of an agent that will not be repeated
We did find that the agent did follow policy on disclosing the service fee prior to the reservation being madeThey did explain it, but it is clear that you may have been distracted and obviously didn't understand it when you accepted the termsThey also did explain that the cancel policy was expiredHowever, neither of these matter when what you were being booked for was not acceptable
Again, we are very sorry for the poor service provided to youWe hope the refund provided proves our desire to make things right
Initial Consumer Rebuttal /* (2000, 17, 2016/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the responseIn the future it would be helpful if representatives disclose that they are not employees of the hotel at the beginning of any conversationI believe this would prevent a lot of similar complaints

Initial Business Response /* (1000, 5, 2016/03/10) */
I have reviewed the recording of your call into our call centerYou are exactly right in your description of what you were told
The only explanation I can give you is that the agent you spoke with was relatively new and was clearly confused
on how the service fee workedWe do extensive training in this area so I'm not quite sure how they were confused, but it was an honest misunderstandingThe agent truly believed what they told you
It is most certainly our responsibility to ensure however that our agents are completely informed on policies and am just so sorry that our failure in this area caused you to be frustrated
Our company does come up for searches related to making reservations at hotels because that is what we doWe do not feel that this is advertising in any way because it is the service we provide
If you click our link, it goes to a website that lists many hotels and many chainsOur agent did answer the phone and ask you which Super you were interested in booking because they could see that you'd searched for that chainKnowing the search information helps us to streamline the booking process both so the call is quick for you and so that our agents can help more customers
I am very sorry that you felt mislead in any wayWe didn't find that our agent did anything to encourage this
We do charge a fee for our service - as do most travel sites - because there is often more involved in a hotel reservation than simply making the reservation
In your case this fee was not at all explained according to policyFor this reason I have processed a full refund of our fee and we have reviewed your reservation with the agent to ensure that this situation is not repeated
Initial Consumer Rebuttal /* (2000, 7, 2016/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was reimbursed the expense and an explanation to why this happenedI did not like the result of expenses coming from the conversation I had at first contact with the agent but, they explained and I understand better of their lack of info now at that timeAlso I was reimbursed my accountIf that stays there for a length of time and untouched as I think it will be, I will be happy with resultsIf not, I suppose this will have to be reopened but at this point I am ok with their response and willing to close as of 3/11/

Initial Business Response /* (1000, 10, 2016/11/16) */
I have reviewed this reservation.
Regarding Issue #1:
We do fully disclose our service fee on the reservation page - prior to the reservation being submitted. The wording states in all capital letters exactly the amount of the fee and that...

it is a non-refundable service fee.
That being said, since she did not notice the fee until after she booked, I have refunded [redacted] today and it should show in her account within 3-5 business days.
Regarding Issue #2:
We do not have record of this reservation ever being cancelled - or even attempted to be cancelled online. Our system records both failed attempts and successfully cancelled transactions. So, I'm not sure exactly what site she was on, or what she saw - but our system records all attempts and shows nothing being even attempted. We also don't show any phone calls into our customer service department until November 4th - after the reservation would have been completed.
Regarding Issue #3:
The email address we have on file for the guest is "[redacted]@tds.net" which is the same email address entered on this complaint. Our booking engine sent this email immediately after her reservation was submitted to us:
HotConfID: - Note#XXXXXXXX This note is a/an: Confirmation/Cancellation Email
10/03/2016 08:50:30 PM
Thank you for choosing Hotels-Rates.com! Your reservation has been confirmed.
Reservation Details:
Confirmation Number: RXXXXXXXXX
Customer ID: XXXXXXX

Guest Name: [redacted]
Property Name: [redacted] Of Murphy
Property Address: [redacted], Murphy, NC, US, XXXXX
Property Phone: (XXX) XXX-XXXX (The property´s phone number is provided for your convenience only. All cancellations/changes must be made directly with Hotels-Rates.com through one of the methods below)
Arrival Date: Saturday, October 29, 2016
Departure Date: Monday, October 31, 2016
Room Description: 2 Queen Beds Overlooking The Mountains Entertainment - Free Wifi And Wired Internet Access, 36-inch Flat-screen Tv Food & Drink - Refrigerator, Microwave, And Coffee/tea Maker Bathroom - Partially Open Bathroom, Shower/tub Combination, Free Toiletries, And A Hair Dryer Practical - Free Local Calls, Laptop-compatible Safe, And Free Weekday Newspaper; Rollaway/extra Beds And Cribs/infant Beds Available On Request Comfort - Air Conditioning And Daily Housekeeping Non-smoking Room Is Accessed Via Exterior Corridors
Rate Description: TravelSaver Rate
Number of Adults: 2
Number of Children: 0
Number of Rooms: 1

Nightly Rates:
10/29/2016 $ [redacted] American Dollars
10/30/2016 $ [redacted] American Dollars
Total Rate Charged Including Taxes & Fees: USD [redacted]
*This amount will be charged to your credit card at the time of booking.
Cancellation Policy & Information:
Cancellation Policy: Each Room In This Reservation Is Subject To The Hotel's Cancellation Policy Which Is: Cancellations Before 10/29/2016, 04:00 Pm (America/New York) Are Fully Refundable. Bookings Cancelled After 10/29/2016, 04:00 Pm (America/New York) Are Subject To A Fee Of 1 Night's Room And Tax. There Is No Refund For No-Shows Or Early Checkouts.
In order to cancel this reservation, please use one of the following methods:
1. (Preferred Method) Use the on-line Reservation Retrieval/Cancellation page located at https://[redacted]. Follow all steps until you receive a cancellation number.

2. Contact our customer service department at X-XXX-XXX-XXXX.

3. E-Mail our customer service department ([redacted]@hotels-rates.com). Please provide all reservation information in the email. Please be advised that cancellation requests sent via email are not guaranteed unless you receive a cancellation notification email.
Service Fee:
USD [redacted]
A USD [redacted] NON-REFUNDABLE SERVICE FEE WILL BE CHARGED AT TIME OF BOOKING. NOT INCLUDED IN TOTAL RATE.
*As stated on the website prior to making a reservation, this is a non-refundable service fee applied at the time of booking. For any questions regarding this fee, please contact us at (XXX) XXX-XXXX.
Miscellaneous:
All customer preferences and comments are forwarded to the hotel with the reservation, but are not guaranteed until check-in.
Thank you again for making your reservation with Hotels-Rates.com
Regarding Issue #4:
This was a prepaid reservation. This information was disclosed on the same reservation form as we displayed the Service Fee. It sounds as though she simply didn't review the information very carefully. This information is displayed for every single reservation made through our system.
Regarding Issue #5:
I believe her only complaint was that our agent stated the facts. We do not show a cancellation attempt at all in our system. Because of this we were charged for her stay.
Regarding Issue #6:
The reservation she made had a rate change. The charge for the 1st night was [redacted] the charge for the second night was [redacted] Taxes and Fees for the reservation were [redacted] which brings the total to [redacted] This amount is also clearly displayed on the reservation form before the reservation is processed. This is also on the same page where she didn't notice the service fee or the fact that it would be charged immediately.
Regarding Issue #7
We show no record of the cancellation attempt. All submissions are recorded. I believe she may just be mistaken as to what site she was using to cancel the reservation. The emails to and from her husband don't help us to prove to the hotel that she cancelled when our own system doesn't show the attempt.

Initial Business Response /* (1000, 9, 2015/12/01) */
I have reviewed your reservations and have processed a refund in the amount of $69.00 to your card.
In reviewing your calls into our customer service center I understand where our agents were coming from in considering the $25.00 per...

reservation refund of the booking fee as applying towards the discount you were requesting. However, I agree with you that the booking fees should have been refunded in addition to the $69.00 discount you were expecting. I will be going over this with both the agents and supervisors who dealt with your account.
They were correct in explaining that 2 of the $25.00 fees had been voided. This means you will never see the charge and refund because they were never allowed to post to your account.
The one $25.00 fee that did post to your account was refunded.
The misunderstanding was mainly based on the way they looked at these refunded fees. I see it as you do in that it is correct that they were refunded because according to the booking agent they should not have been charged to you.
In addition to the issue with the booking fees, in reviewing the call, the booking agent should not have said "Ok, that's fine" to you when you stated that you wanted to use the AAA discount when you arrived at the hotel. We have clarified this with them. The hotel is correct in that you can't stack discounts. Our rate is a discounted rate already and so a AAA rate doesn't also apply.
Because this wasn't correctly explained to you, I have processed the refund that you requested.
I'm very sorry for the misunderstanding. Our agents were honestly just seeing this differently and weren't trying to be unfair. At this point you have been charged no booking fee at all, and have received the 10% discount you requested.
Your third issue with the "non-refunded" booking fees is the only thing that wasn't accurate. We did charge and then void the booking fees. They will not show on any statement.
I believe that by refunding the $69 you requested as well as the $25.00 fee that you did expect to be charged we have actually covered all 3 issues.