San Diego Downtown Lodge

I am e mailing you in regards to case number [redacted] The name is under [redacted] I am the manager of the hotel and sorry for the troubles we had with the guestI have called Southwest Airlines and I have told them that I will be issuing the refund TODAY Sunday July 20th for the full amountThe guest needs to call back Orbitz and let them know that their credit card will not be charged so they need to refund C [redacted] If you have any questions please feel free to call me at 619-234-6344or e mail at [email protected] Thank You [redacted] ***

I am e mailing you in regards to case number [redacted]. The name is under [redacted]. I am the manager of the hotel and sorry for...

the troubles we had with the guest. I have called Southwest Airlines and I have told them that I will be issuing the refund TODAY Sunday July 20th 2014 for the full amount. The guest needs to call back Orbitz and let them know that their credit card will not be charged so they need to refund C[redacted]. If you have any questions please feel free to call me at 619-234-6344or e mail at [email protected]
 
Thank You
[redacted]

Review: On 27 June 2014, I was on a Southwest Airline flight from Charlotte, North Carolina to San Diego, California. The airline had two connection flights to arrive at the final destination in San Diego. The airline was delayed two hours to the first layover due to weather that could not be predicted. We knew we would not make the connection flight to Phoenix, Arizona but we waited to arrive in order to see once we were there. Upon arrival to Arizona we missed our connection flight by three hours and were subject to stay over night in the airport with my whole family in order to catch the connection flight on the following day. I requested a hotel reservation at the San Diego Downtown Lodge for 27 June ending at 4:00pm on 28 June a few days before the travel. Upon our delay I called the hotel to let them know the situation and to cancel the reservation. They told me I needed to contact Southwest Airlines since I made the reservation through them. I called Southwest and they told me that the situation would have to be resolved the following day according to the management at the hotel. On the next day when we reach our destination I went through the same couple of phone calls and I was told that I had to work it out with Southwest. Within the next couple of days the supervisor at Southwest Airlines contacted me stating that they could not refund the money for the hotel because Southwest Airlines needed to be refunded prior to receiving my refund.

The long story short is that I was moving and reserved a room for my family to stay. Due to a delay in our flight we were charged for a room that we did not stay in even after giving the curtesy of a cancellation call. When asked to resolve the situation, the management at the hotel said it had passed and they would not refund the money. The business charged me $143.25 unethically considering the situation. Furthermore they delayed the contact between their management to use the excuse " that the time had passed" in order to justify the charge. I tried to work with both companies and the end result was San Diego Downtown Lodge charging us. I would also like to add that I was moving from one location due to orders in the military. That is stressful enough including when you have to sleep in an airport with a family of five because of a delay. Instead of looking at the dollar figure in the situation, it would have been nice to be considerate and understanding of the unforeseen circumstance. All we requested was a refund of the money for the hotel that we did not stay in. All conversations pertaining to this matter were recorded via Southwest Airlines. Thank you for your support in this matter.Desired Settlement: A refund of the unethical charge of $143.25 for a hotel that we did not stay in.

Business

Response:

I am e mailing you in regards to case number [redacted]. The name is under [redacted]. I am the manager of the hotel and sorry for the troubles we had with the guest. I have called Southwest Airlines and I have told them that I will be issuing the refund TODAY Sunday July 20th 2014 for the full amount. The guest needs to call back Orbitz and let them know that their credit card will not be charged so they need to refund C[redacted]. If you have any questions please feel free to call me at 619-234-6344or e mail at [email protected]