RSK Enterprises, Inc.

Complaint: ***
I am rejecting this response because: There is no evidence to show that smoking occurred beyond what employees of the establishment said and they would not have reason not to back up the charges
Regards,
* ***

I received your letter regarding the Complaint ID of [redacted] for The Berkeley Oceanfront Hotel.  I see in the letter you attempted to reach us by email, can you please confirm which email you sent the complaint to? In response to the complaint- I could not find a reservation for the...

arrival date of September 30, 2017 for [redacted], so I am unable to accurately respond to this case regarding his reservation. However, our cancellation policy is 7 days prior to arrival for a full refund.  Within the 7 days for cancellation there is a penalty of 1 night room and tax.  This is stated on our website and also in the confirmation letter that is emailed out after a reservation is made.  I have attached the portion of our website that states the cancellation policy, and also the template for our confirmation letter. If you are able to provide from the guest that filed the complaint their reservation number, or the name the reservation was booked under I can certainly look into it further and respond regarding that particular booking. Please do not hesitate to contact me with anything further you may need.

Complaint: [redacted]
I am rejecting this response because:Email sent to business:    Thank you for the response.      We respectfully disagree.  Please provide us with the details that you claim to have, besides people that work for you - were they physically in the room ??  We would like to avoid having to file a claim in small claims court however we will do so if necessary.      We were seriously disappointed in the condition of the room for the price paid and to add this erroneous exorbitant extra charge adds to our dissatisfaction with the hotel.We should have listened to the social media and trip advisor bad reviews and we will be adding our comments regarding the condition of the rooms.      We are once again requesting that you refund the 250 charge.      Regards,    [redacted]
 
Regards,
[redacted]

Hello [redacted] My apologies for the delay in responding to your email. We needed this time to investigate your claim. We have first hand accounts from several of our staff confirming that people in the room registered to [redacted] were in fact smoking. I am confident that the facts...

are true and that the fee should stand.We have replied with these details to your ccard company's claim to dispute the charges as well as the complaint you filed with the Revdex.com. Warm regards, Sam

Hello [redacted] My apologies for the delay in responding to your email. We needed this time to investigate your claim. We have first hand accounts from several of our staff confirming that people in the room registered to [redacted] were in fact smoking. I am confident that the facts are true and that the fee should stand.We have replied with these details to your ccard company's claim to dispute the charges as well as the complaint you filed with the Revdex.com. Warm regards, Sam Sam H[redacted]General Manager