Sahara Dreams

At this time, I have been contacted directly by Dream Downtown regarding complaint ID [redacted] , and my complaint HAS been resolved because: [redacted] with Dream Downtown has responded as follows below The issue can be marked resolved[redacted] [redacted] [redacted] [redacted] ***Sincerely, [redacted]

At this time, I have been contacted directly by Dream Downtown regarding complaint ID [redacted], however my complaint has NOT been resolved...

because:
After receiving the Revdex.com notice, the business contacted me.  We came to preliminary resolution with the business, and I have emailed them to confirm that my understanding is correct, but haven't yet gotten positive confirmation on it yet (I assume they or on Holiday).  I'll mark this as resolved once the business representative confirms to me in writing that my understanding is correct.
Sincerely,
[redacted]

At this time, I have been contacted directly by Dream Downtown regarding complaint ID [redacted], and my complaint HAS been resolved because:
[redacted] with Dream Downtown has responded as follows below.  The issue can be marked resolved.[redacted] 
[redacted]
[redacted]
[redacted]
[redacted]Sincerely,
[redacted]

Review: As I indicated when I checked out, I had a very bad experience with my room having a number of broken/non-functional parts. The [redacted] on my first night visited my room to see what wasn't working, and he told me that the [redacted] would contact me later and discuss potential resolutions, which may include a refund. I believe what I got was a bottle in my room (even though I indicated I had no desire for drinks to the [redacted] the first night). When I discussed my experience during check-out, I was again told Guest Services would contact me.

It has been a few weeks since check-out, and I have yet to get an email from anyone. I then further tried emailing one of your Guest Services [redacted] at the hotel on Nov. ** with again no response as of Dec. *.

When I entered my room on the first night, specific issues included the following, all of which were pointed out to one or more of your staff:

1) Non-functional audio connection to the room TV (not fixed at all during my stay; engineering indicated it wasn't possible without rewiring)

2) Drapery pole broken off the drapes (this was put back on the next day, however it still wasn't fixed properly - since no one put a nut on the screws)

3) Clogged sink drain (appears to have been fixed later)

4) Room lighting button falling out of the socket (as noticed by the gentleman introducing the room functions to me)

I spent multiple hours dealing with these issues with folks from engineering and management on the first night, and as indicated above even after that they weren't fully fixed.

Considering the luxury price (total >$800 for the first night) you have charged me, I expect every part of the room to be functional.Desired Settlement: You charged me for the full cost of 3 nights. However, since the room wasn't in working condition for at least the first night (and some parts remained broken thereafter), I'm requesting a refund of the first night's total costs (room and tax) and 50% of the costs of the second night. Specifically, I want a refund of $1234.46 (out of the total $2459.63 I paid).

Consumer

Response:

At this time, I have been contacted directly by Dream Downtown regarding complaint ID [redacted], however my complaint has NOT been resolved because:

After receiving the Revdex.com notice, the business contacted me. We came to preliminary resolution with the business, and I have emailed them to confirm that my understanding is correct, but haven't yet gotten positive confirmation on it yet (I assume they or on Holiday). I'll mark this as resolved once the business representative confirms to me in writing that my understanding is correct.

Sincerely,

Consumer

Response:

At this time, I have been contacted directly by Dream Downtown regarding complaint ID [redacted], and my complaint HAS been resolved because:

[redacted] with Dream Downtown has responded as follows below. The issue can be marked resolved.[redacted]

[redacted]Sincerely,

Review: Was guaranteed check in at 3 o'clock and promise was not met room was not ready till 3 hours after promised time. Excuse given was that they needed to set up accessible room because my fiancé is handicap. This is not a reason to delay our check in, he is handicap it should be done in time promised. When I spoke to manager she said it was because last guest checked out late. A lot of stories being told around here not enough truth. manager gaven is a scammer. Was charged $60 for 45 minute parking when initially was told $60 for 24 hours. After the situation is done he tells us "no ins and outs" and he said this is a general understanding to all (basically calling me incompetent). He also said he spoke to his employee and he told him that he did tell me it was no ins and outs. Luckily on my way out I saw the employee who parked my car and I asked him why he lied and tell Gaven that he told me this rule. He said he never spoke to Gaven.Desired Settlement: We missed two events because of the lack of management skills and improper training. Suggest retraining managers to teach staff to adequately inform guest.