Saskatchewan Research Council (Prince Albert)

Initial Business Response / [redacted] (1000, 6, 2017/01/25) */ [redacted] reference your letter to us of Jan 18th request of a full refund in the amount of $ [redacted] we wish to advise [redacted] did not make reservation directly with our hotel she completed her reservation and payment on line she would contact them directly as this is where she completed her payment [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I did contact the third party where I made my reservation and they advised me to contact you directly as they cannot do anything once a stay has been completedHere is a copy of their reply: [redacted] Thank you for contacting [redacted] Customer Care regarding your hotel reservation at the Colonial Inn [redacted] , scheduled cheon December 31, 2016, [redacted] itinerary [redacted] I understand you did not like the condition of your hotel so you left and would like a refundI would like to provide information about your request We expect a high level of quality from our hotel partners, ensuring our customers receive a clean room in working orderAs this hotel stay is complete, our options to work with the hotel to resolve this situation are limited [redacted] appreciates your feedback regarding your experience at the Colonial Inn [redacted] Our goal is to exceed your expectations and we regret we did not do so on this occasion For future reservations, if you arrive to a hotel and the establishment does not meet your expectations, please do not hesitate to contact us at the number below so that we may work with our hotel partner to resolve the issueWe are available hours a day, seven days a week for all your travel needs; we hope to have the opportunity to better serve your travel needs in the near future If we can be of further assistance, please feel free to reply to this email or contact us directly at [redacted] ( [redacted] ) Thank you for choosing [redacted] Sincerely, [redacted] Customer Care

Initial Business Response /* (1000, 6, 2017/01/25) */
[redacted]
reference your letter to us of Jan 18th request of a full refund in the amount of $[redacted]
we wish to advise[redacted] did not make reservation directly with our hotel
she completed her...

reservation and payment on line she would contact them directly
as this is where she completed her payment
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2017/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I did contact the third party where I made my reservation and they advised me to contact you directly as they cannot do anything once a stay has been completed. Here is a copy of their reply:
[redacted]

Thank you for contacting [redacted] Customer Care regarding your hotel reservation at the Colonial Inn [redacted], scheduled check-in on December 31, 2016, [redacted] itinerary [redacted]. I understand you did not like the condition of your hotel so you left and would like a refund. I would like to provide information about your request.

We expect a high level of quality from our hotel partners, ensuring our customers receive a clean room in working order. As this hotel stay is complete, our options to work with the hotel to resolve this situation are limited. [redacted] appreciates your feedback regarding your experience at the Colonial Inn [redacted]. Our goal is to exceed your expectations and we regret we did not do so on this occasion.

For future reservations, if you arrive to a hotel and the establishment does not meet your expectations, please do not hesitate to contact us at the number below so that we may work with our hotel partner to resolve the issue. We are available 24 hours a day, seven days a week for all your travel needs; we hope to have the opportunity to better serve your travel needs in the near future.

If we can be of further assistance, please feel free to reply to this email or contact us directly at[redacted] ([redacted]).

Thank you for choosing [redacted].

Sincerely,

[redacted]
[redacted] Customer Care