Rose Hotels LTD Inc.

Review: My husband and I stayed at the hotel with our toddler from May 9-10th. Upon our return home, I noticed that my bank account had been charged $50, despite the fact that I was told it would only be a hold for incidentals. I immediately called the hotel. I spoke with [redacted], the desk manager, who again told me that it was an incidental hold that would come off in 5-7 business days. On business day 8, I contacted the hotel. Again, [redacted] answered the phone. After taking my phone number, she assured me she would call me back in a few minutes. Three hours passed, with no call. During this time, I continued to call the hotel, but was sent straight to voicemail. Finally, I called and left a voicemail message for the general manager. The next day, I called and spoke with General Manager [redacted]. She searched for my account and said that the charge was for two pillows. I informed her that this was incorrect and I was willing to watch security footage to prove it. She told me that she would speak with the head of

housekeeping and call me back. When [redacted] called me back, she asked for my email address and said that she would send me a copy of my folio to show that the charge was being removed. No explanation was given. Also, no email has been received. The next day, I called several times. I left two voicemail messages and one message with the gentleman at the front desk. I am very disappointed with the customer

service at this establishment. It seems that employees have no understanding of what it means to respond to individuals in a timely manner. I am also concerned about the appearance of a "pillow charge," after I had called the hotel several times. In my opinion, this was a false notation to the account to cover someone's negligence, which I do not appreciate. In all honesty, while this may seem like a big deal about $50, the fact of the matter is that I spent only a couple dollars more or the stay. A detailed contact list is available.Desired Settlement: Although I have filed a claim with my bank, the fact that I have had to spend so much time calling back and forth to the hotel, as well as calling the bank, definitely warrants a deeply discounted or free night's stay, as well as an apology for customer negligence.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: A huge part of my complaint was with regard to customer service. All they have done is sent you a copy of the receipt that I asked for multiple times. They even failed to send this documentation and contact me when they were asked by corporate. Additionally, it's interesting that they refunded me money for pillows that "I took" from their establishment. I'm still willing to watch video surveillance from our stay to figure out how these pillows "left" with us. Accepting their response based on the poorly written, two sentence memo is like saying it's okay for you to try to get away with this like this and then ignore the customer who catches you. The only reason I received a refund was because I filed a claim with my bank. That is all.

Regards,