Rosati's Pizza

Dear Sir or Madam,In regards to the complaint from the guest for advertising issues, we would like to state that nothing wasadvertised incorrectly on the Priceline website. However, we do acknowledge the situation and want tosincerely apologize for the frustration surrounding this incident....

According to our front desk agent, he didnot feel comfortable giving him a copy of the registration card because he has never received that requestbefore and was unsure about the hotel's policies. We have notified him that though it is an unusual request,that it is not against hotel policy and that he is allowed to in the future.As for the room, we acknowledge that the customer booked a King but there were no available rooms forthat length of stay during that time. This was an error on Priceline's inventory of our property. We updateour availability on an ongoing, real-time basis through our Central Reservations System and this number isautomatically synced with Priceline and should reflect as such. When overbookings such as this occur, thisis usually because these Online Travel Agencies are having server issues or glitches and do not reflect thecorrect number of rooms on their websites, thus resulting in overbookings of a certain room type. Also, thefront desk agent is correct-he does not have the ability or the authority to cancel reservations from OnlineTravel Agencies without manager approval. Our agent at the time felt that the next best option was to givethem a queen bedroom for one night, and then lock down the availability for the King bedroom for theremaining two nights of their stay. So while the error was not on our part for the overbooking of the roomtype, we acknowledge that the specific room type requested was not given. We also acknowledge that theoption to choose between a queen or to forego the reservation should have been presented to the customerbefore they checked-in, and for this we sincerely apologize.We have sat down with this Front Desk Agent about his behavior in handling the situation and spoke tohim at length about what steps could have been taken to avoid escalating this issue to such an extent. Hewas served an employee disciplinary action fonn and has been given a final warning for his behavior. Thereare usually three warnings that we issue before handing out the final warning, but considering the extent ofthe situation and how upset the customers were, he was put on immediate probation and will face immediatetermination if any additional encounters such as this one occur.I have spoken directly with the customers about this situation and apologized over the phone about thenegative encounter they experienced. I was very grateful for their pragmatism and thoroughness in handlingthis situation and apologize that we were not able to meet their expectation and that the behavior exhibitedin this situation was supremely unacceptable and extremely uncharacteristic of our property. Since we hadavailability for the King bedroom for the remaining nights of their stay and moved them after the first night,I would like to offer a partial refund for their stay--for the one night they were not given the room type theyhad requested.Again, we apologize and hope that this resolution will suffice for the experiences encountered staying withus at our property.Sincerely,KandiceGeneral Manager