Roost Apartment Hotel

January 24th2018Dear *** ***:Thank you for alerting us of the complaint logged by the guest on January 8th.Unfortunately, the guest failed to mention in his complaint that he booked bis reservation through a 3rd party provider, ***.com (AKA ***).As you can see from the attached
reservation that came through our system, our cancellation policy for ***.com (***) reservations is days prior to arrival or a 50% penalty will be charged, in this case, that penalty would have been $+ taxes.On January 8th, three days prior to arrival, the guest apparently reached out to ***.com to cancel his reservationWhen he was told that there was a cancellation penalty he promptly emailed our Sales Manager who let him know that unfortunately, she didn’t have the authority to waive the penalty or to lower the booked rate (his other request).She did, however, pass along the request to our Operations Manager who called the guest on the morning of January 9th and let him know that because ***.com didn't appear to have made it known that fee reservation that he was booking was already within the cancellation window that we would be happy to refund him the 50% penalty and cancel his reservation.The guest declined the offer and stated that he would be instead be keeping his reservation as originally bookedBecause we wanted to make his stay a pleasant one, after an unfortunate booking experience, we provided a complimentary upgrade into our largest Two-bedroom Presidential unit.Additionally, we placed a welcome amenity in his room with a hand written noteUpon departure the guest seemed happy with his received services.I trust this outlines our attempt to provide the best customer service that we could after a 3rd party failed to properly state our cancellation polity to the guest.Please let me know if there Is any further Information that! can provide to you.Best regards,Bethany B.General Manager