Shorebreak Hotel

My response: Revdex.com, I understand the confusion and sorry I was not more clearThe comments regarding “I” were referring to a direct conversation that was sent to me from my Manager on Duty that dealt directly with Mr [redacted] I did not want her name to be placed on the thread so did not change it from the first personI apologize about the confusion Mr [redacted] is 100% correctHe has never spoken with me and therefore I have never had a chance to rectify his problemThe statement that we post signs stating check in time of 3pm is relating to the California Code placard that is placed in the roomMr [redacted] could not have seen this sign without entering into the room and looking in the closet for itIt is not posted anywhere else I cannot speak for the Reservations agent that spoke with Mr [redacted] and cannot confirm or deny that check in time was discussedI have replied to his Tripadvisor post requesting him reach out to me directly but he has chosen not to The hotel is not stating that we have falsely advertised our check in nor do we have a check in time of 3pmI wish Mr [redacted] the best and have credited him back his $that he feels he deserves in good faith All the best, -***

My response: Revdex.com, I understand the confusion and sorry I was not more clearThe comments regarding “I” were referring to a direct conversation that was sent to me from my Manager on Duty that dealt directly with Mr [redacted] I did not want her name to be placed on the thread so did not change it from the first personI apologize about the confusionMr [redacted] is 100% correctHe has never spoken with me and therefore I have never had a chance to rectify his problemThe statement that we post signs stating check in time of 3pm is relating to the California Code placard that is placed in the roomMr [redacted] could not have seen this sign without entering into the room and looking in the closet for itIt is not posted anywhere elseI cannot speak for the Reservations agent that spoke with Mr [redacted] and cannot confirm or deny that check in time was discussedI have replied to his Tripadvisor post requesting him reach out to me directly but he has chosen not toThe hotel is not stating that we have falsely advertised our check in nor do we have a check in time of 3pmI wish Mr [redacted] the best and have credited him back his $that he feels he deserves in good faithAll the best, -***

Was very disappointed with a recent stay at this hotel The GM and front desk management seem to lack any sense of respect for guests If you have any problems with your stay, instead of being interested in resolving your issue, they will just tell you to "hit the road." I've stayed at this hotel prior to Kimpton Hotel taking this property over earlier this year, and the difference is like night and day Used to be run as a 1st class property, but seems to have gone down hill...at least as far as customer service goes Also, note I filed a complaint with the Revdex.com about my issue...and it was closed as unresolved In closing my complaint the Revdex.com noted: "The Revdex.com has determined that the company's response does not adequately address all the issues or make a good faith effort to resolve the dispute." I think the fact that the hotel ignored my concerns initially, and the Revdex.com might be indicative of the style of management of the General Manager of the hotel, and his lack of enthusiasm for dealing with guests and trying to make their stay an enjoyable one

Ms [redacted] , Thank you so much for sending over the letter to the Shorebreak Hotel and allowing our fair response to the incident with Mr [redacted] He states in his complaint that the:“Hotel advertises that check in time is @3pm, but when I arrived at hotel on 6/@3pm I was told that the chetime had changed to 4pm, and that I would have to wait until that time for a roomThere was no advanced notice that the time had changed, and they even advertise in the room that chetime is 3pm”The guest booked directly through the hotel on the same day of his arrivalHis reservation was booked at 2:57pm and arrived to the hotel shortly afterHe was checked into his room at 3:12pmThe hotel has a 4pm check in time and has been that way since February 6th, when the management company changed to KimptonKimpton has never operated at the Shorebreak with a 3pm check in timeAs stated on our website, http://www.shorebreakhotel.com/faq/: He called to the front desk upon getting to his room and demanded a refundWhen he was told that a refund would not be offered, he said that he cited California Code According to code (below), there is nothing that the hotel is in violation toThe code does not state any requirements for check in or check out time and his rate was not in violation to this code (a) Every keeper of a hotel, inn, boardinghouse orlodginghouse, shall post in a conspicuous place in the office orpublic room, and in every bedroom of said hotel, boardinghouse, inn,or lodginghouse, a printed copy of this section, and a statement ofrate or range of rates by the day for lodging (b) No charge or sum shall be collected or received for anygreater sum than is specified in subdivision (a)For any violationof this subdivision, the offender shall forfeit to the injured partyone hundred dollars ($100) or three times the amount of the sumcharged in excess of what he is entitled to, whichever is greater.There shall be no forfeiture under this subdivision unless notice begiven of the overcharge to such keeper within days after paymentof such charges and such keeper shall fail or refuse to make properadjustment of such overchargeWhen I called and spoke with him, he stated to “just give him $or else he was going to ‘report us’”He said that the information was not placed in a conspicuous place in the room but per California lodging, we are in 100% complianceI stated that we were operating a business and to protect ourselves as a business we must be fair to all of our patronsHe was not happy and stated that he was starting a litigation process and notifying his credit card company to stop paymentI am available to discuss over the phone if need beThe hotel will not be compensating this guest as we already provided him with a complimentary early check inThanks, -*** [redacted] , General Manage Kimpton Shorebreak Hotel – Huntington Beach Pacific Coast Highway, Huntington Beach, CA 92648Direct: 714- [redacted] | Reservations: 877-212-8597www.shorebreakhotel.com | www.restaurantzimzala.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowFirst of all, I have never spoken to the ***, the GM of the hotel So, his statement that he spoke to me and his allegations of what I said are falseSecondly, he is conflating two different issues The first issue is the chetime, and the 2nd issue is regarding California law about posting rates I didn't state anything in my Revdex.com complaint about the latter, and am not disputing that here My complaint is solely based on my cheexperience and the poor cus***er service related to thatRegarding the check-in; the GM states the chetime is 4pm, and references the website FAQ as proof However, I didn't book my hotel via the website, and the GM knows or should know that, It was done via phone, and I was not told over the phone that the chetime was 4pm In addition, I received an email confirming my reservation and no where in that email does it say list the chetime as 4pmI have stayed at the hotel before, and the chetime was 3pm Furthermore, the chetime is posted in the hotel as 3pm (see attachment).
Contrary to what the GM states, I was not given a "complimentary early check-in." In fact, the basis of my complaint is that I given an unwanted "late" check-in...and I was inconvenienced and forced to hold my bags and move around the lobby for a quarter of an hour while waiting for a roomIn conclusion, I have stayed at the hotel before and the chewas 3pm The hotel has posted signs stating the chetime is 3pm At no time, prior to arrival, was a 4pm chetime mentioned; not on the phone while making the reservation nor in the email confirmation The hotel refused to allow me to cheupon my arrival, and inconvenienced me by making me wait for a room, and the hotel has refused to offer any accommodations based on those facts.
Regards,
T ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First of all, I have never spoken to the ***, the GM of the hotel So, his statement that he spoke to me and his allegations of what I said are falseSecondly, he is conflating two different issues The first issue is the chetime, and the 2nd issue is regarding California law about posting rates I didn't state anything in my Revdex.com complaint about the latter, and am not disputing that here My complaint is solely based on my cheexperience and the poor cus***er service related to that.Regarding the check-in; the GM states the chetime is 4pm, and references the website FAQ as proof However, I didn't book my hotel via the website, and the GM knows or should know that, It was done via phone, and I was not told over the phone that the chetime was 4pm In addition, I received an email confirming my reservation and no where in that email does it say list the chetime as 4pmI have stayed at the hotel before, and the chetime was 3pm Furthermore, the chetime is posted in the hotel as 3pm (see attachment). Contrary to what the GM states, I was not given a "complimentary early check-in." In fact, the basis of my complaint is that I given an unwanted "late" check-in...and I was inconvenienced and forced to hold my bags and move around the lobby for a quarter of an hour while waiting for a room.In conclusion, I have stayed at the hotel before and the chewas 3pm The hotel has posted signs stating the chetime is 3pm At no time, prior to arrival, was a 4pm chetime mentioned; not on the phone while making the reservation nor in the email confirmation The hotel refused to allow me to cheupon my arrival, and inconvenienced me by making me wait for a room, and the hotel has refused to offer any accommodations based on those facts.
Regards,
T ***

My response: Revdex.com, I understand the confusion and sorry I was not more clear. The comments regarding “I” were referring to a direct conversation that was sent to me from my Manager on Duty that dealt directly with Mr. [redacted].  I did not want her name to be placed on the thread so did not change it from the first person. I apologize about the confusion. Mr. [redacted] is 100% correct. He has never spoken with me and therefore I have never had a chance to rectify his problem. The statement that we post signs stating check in time of 3pm is relating to the California Code 1863 placard that is placed in the room. Mr. [redacted] could not have seen this sign without entering into the room and looking in the closet for it. It is not posted anywhere else. I cannot speak for the Reservations agent that spoke with Mr. [redacted] and cannot confirm or deny that check in time was discussed. I have replied to his Tripadvisor post requesting him reach out to me directly but he has chosen not to. The hotel is not stating that we have falsely advertised our check in nor do we have a check in time of 3pm. I wish Mr. [redacted] the best and have credited him back his $100 that he feels he deserves in good faith. All the best, -[redacted]

Ms[redacted],
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Thank you so much for sending over the letter to the Shorebreak Hotel and allowing our fair response to the incident with Mr[redacted]
He states in his complaint that the:
"Hotel advertises that check in time is @3pm, but when I arrived at hotel on 6/@3pm I was told that the chetime had changed to 4pm, and that I would have to wait until that time for a roomThere was no advanced notice that the time had changed, and they even advertise in the room that chetime is 3pm"
The guest booked directly through the hotel on the same day of his arrivalHis reservation was booked at 2:57pm and arrived to the hotel shortly afterHe was checked into his room at 3:12pmThe hotel has a 4pm check in time and has been that way since February 6th, when the management company changed to KimptonKimpton has never operated at the Shorebreak with a 3pm check in time
As stated on our website, http://www.shorebreakhotel.com/faq/:
He called to the front desk upon getting to his room and demanded a refundWhen he was told that a refund would not be offered, he said that he cited California Code According to code (below), there is nothing that the hotel is in violation toThe code does not state any requirements for check in or check out time and his rate was not in violation to this code
1863. (a) Every keeper of a hotel, inn, boardinghouse or
lodginghouse, shall post in a conspicuous place in the office or
public room, and in every bedroom of said hotel, boardinghouse, inn,
or lodginghouse, a printed copy of this section, and a statement of
rate or range of rates by the day for lodging (b) No charge or sum shall be collected or received for any
greater sum than is specified in subdivision (a)For any violation
of this subdivision, the offender shall forfeit to the injured party
one hundred dollars ($100) or three times the amount of the sum
charged in excess of what he is entitled to, whichever is greaterThere shall be no forfeiture under this subdivision unless notice be
given of the overcharge to such keeper within days after payment
of such charges and such keeper shall fail or refuse to make proper
adjustment of such overcharge
When I called and spoke with him, he stated to "just give him $or else he was going to ‘report us'"He said that the information was not placed in a conspicuous place in the room but per California lodging, we are in 100% complianceI stated that we were operating a business and to protect ourselves as a business we must be fair to all of our patronsHe was not happy and stated that he was starting a litigation process and notifying his credit card company to stop payment
I am available to discuss over the phone if need beThe hotel will not be compensating this guest as we already provided him with a complimentary early check in
Thanks,
-[redacted]
[redacted], General Manage Kimpton Shorebreak Hotel – Huntington Beach
Pacific Coast Highway, Huntington Beach, CA Direct: 714-[redacted] | Reservations: 877-212-www.shorebreakhotel.com | www.restaurantzimzala.com

Ms. [redacted], Thank you so much for sending over the letter to the Shorebreak Hotel and allowing our fair response to the incident with Mr. [redacted]. He states in his complaint that the:“Hotel advertises that check in time is @3pm, but when I arrived at hotel on 6/14 @3pm I was...

told that the check-in time had changed to 4pm, and that I would have to wait until that time for a room. There was no advanced notice that the time had changed, and they even advertise in the room that check-in time is 3pm”. The guest booked directly through the hotel on the same day of his arrival. His reservation was booked at 2:57pm and arrived to the hotel shortly after. He was checked into his room at 3:12pm. The hotel has a 4pm check in time and has been that way since February 6th, 2015 when the management company changed to Kimpton. Kimpton has never operated at the Shorebreak with a 3pm check in time. As stated on our website, http://www.shorebreakhotel.com/faq/:  He called to the front desk upon getting to his room and demanded a refund. When he was told that a refund would not be offered, he said that he cited California Code 1863. According to code 1863 (below), there is nothing that the hotel is in violation to. The code does not state any requirements for check in or check out time and his rate was not in violation to this code. 1863.  (a) Every keeper of a hotel, inn, boardinghouse orlodginghouse, shall post in a conspicuous place in the office orpublic room, and in every bedroom of said hotel, boardinghouse, inn,or lodginghouse, a printed copy of this section, and a statement ofrate or range of rates by the day for lodging.   (b) No charge or sum shall be collected or received for anygreater sum than is specified in subdivision (a). For any violationof this subdivision, the offender shall forfeit to the injured partyone hundred dollars ($100) or three times the amount of the sumcharged in excess of what he is entitled to, whichever is greater.There shall be no forfeiture under this subdivision unless notice begiven of the overcharge to such keeper within 30 days after paymentof such charges and such keeper shall fail or refuse to make properadjustment of such overcharge. When I called and spoke with him, he stated to “just give him $100 or else he was going to ‘report us’”. He said that the information was not placed in a conspicuous place in the room but per California lodging, we are in 100% compliance. I stated that we were operating a business and to protect ourselves as a business we must be fair to all of our patrons. He was not happy and stated that he was starting a litigation process and notifying his credit card company to stop payment. I am available to discuss over the phone if need be. The hotel will not be compensating this guest as we already provided him with a complimentary early check in. Thanks, -[redacted] [redacted], General Manage Kimpton Shorebreak Hotel – Huntington Beach 500 Pacific Coast Highway, Huntington Beach, CA 92648Direct: 714-[redacted] | Reservations: 877-212-8597www.shorebreakhotel.com | www.restaurantzimzala.com

My response:
 
Revdex.com,
 
I understand the confusion and sorry I was not more clear. The comments regarding “I” were referring to a direct conversation that was sent to me from my Manager on Duty that dealt directly with Mr. [redacted].  I did not want her name to be placed on the thread so did not change it from the first person. I apologize about the confusion.
 
Mr. [redacted] is 100% correct. He has never spoken with me and therefore I have never had a chance to rectify his problem. The statement that we post signs stating check in time of 3pm is relating to the California Code 1863 placard that is placed in the room. Mr. [redacted] could not have seen this sign without entering into the room and looking in the closet for it. It is not posted anywhere else.
 
I cannot speak for the Reservations agent that spoke with Mr. [redacted] and cannot confirm or deny that check in time was discussed. I have replied to his Tripadvisor post requesting him reach out to me directly but he has chosen not to.
 
The hotel is not stating that we have falsely advertised our check in nor do we have a check in time of 3pm. I wish Mr. [redacted] the best and have credited him back his $100 that he feels he deserves in good faith.
 
All the best,
 
-[redacted]

Was very disappointed with a recent stay at this hotel. The GM and front desk management seem to lack any sense of respect for guests. If you have any problems with your stay, instead of being interested in resolving your issue, they will just tell you to "hit the road."
I've stayed at this hotel prior to Kimpton Hotel taking this property over earlier this year, and the difference is like night and day. Used to be run as a 1st class property, but seems to have gone down hill...at least as far as customer service goes.
Also, note I filed a complaint with the Revdex.com about my issue...and it was closed as unresolved. In closing my complaint the Revdex.com noted: "The Revdex.com has determined that the company's response does not adequately address all the issues or make a good faith effort to resolve the dispute."
I think the fact that the hotel ignored my concerns initially, and the Revdex.com might be indicative of the style of management of the General Manager of the hotel, and his lack of enthusiasm for dealing with guests and trying to make their stay an enjoyable one.

Was very disappointed with a recent stay at this hotel. The GM and front desk management seem to lack any sense of respect for guests. If you have any problems with your stay, instead of being interested in resolving your issue, they will just tell you to "hit the road."

I've stayed at this hotel prior to Kimpton Hotel taking this property over earlier this year, and the difference is like night and day. Used to be run as a 1st class property, but seems to have gone down hill...at least as far as customer service goes.

Also, note I filed a complaint with the Revdex.com about my issue...and it was closed as unresolved. In closing my complaint the Revdex.com noted: "The Revdex.com has determined that the company's response does not adequately address all the issues or make a good faith effort to resolve the dispute."

I think the fact that the hotel ignored my concerns initially, and the Revdex.com might be indicative of the style of management of the General Manager of the hotel, and his lack of enthusiasm for dealing with guests and trying to make their stay an enjoyable one.

Review: Hotel advertises that check-in time is @ 3pm, but when I arrived at hotel on 6/14 @ 3pm I was told the check-in time had changed to 4pm, and that I would have to wait until that time for a room. There was no advanced notice that the time had changed, and they even advertise in the room that check-in time is 3pm.Desired Settlement: Refund of $100 for time spent waiting.

Business

Response:

Ms. [redacted], Thank you so much for sending over the letter to the Shorebreak Hotel and allowing our fair response to the incident with Mr. [redacted]. He states in his complaint that the:“Hotel advertises that check in time is @3pm, but when I arrived at hotel on 6/14 @3pm I was told that the check-in time had changed to 4pm, and that I would have to wait until that time for a room. There was no advanced notice that the time had changed, and they even advertise in the room that check-in time is 3pm”. The guest booked directly through the hotel on the same day of his arrival. His reservation was booked at 2:57pm and arrived to the hotel shortly after. He was checked into his room at 3:12pm. The hotel has a 4pm check in time and has been that way since February 6th, 2015 when the management company changed to Kimpton. Kimpton has never operated at the Shorebreak with a 3pm check in time. As stated on our website, http://www.shorebreakhotel.com/faq/: He called to the front desk upon getting to his room and demanded a refund. When he was told that a refund would not be offered, he said that he cited California Code 1863. According to code 1863 (below), there is nothing that the hotel is in violation to. The code does not state any requirements for check in or check out time and his rate was not in violation to this code. 1863. (a) Every keeper of a hotel, inn, boardinghouse orlodginghouse, shall post in a conspicuous place in the office orpublic room, and in every bedroom of said hotel, boardinghouse, inn,or lodginghouse, a printed copy of this section, and a statement ofrate or range of rates by the day for lodging. (b) No charge or sum shall be collected or received for anygreater sum than is specified in subdivision (a). For any violationof this subdivision, the offender shall forfeit to the injured partyone hundred dollars ($100) or three times the amount of the sumcharged in excess of what he is entitled to, whichever is greater.There shall be no forfeiture under this subdivision unless notice begiven of the overcharge to such keeper within 30 days after paymentof such charges and such keeper shall fail or refuse to make properadjustment of such overcharge. When I called and spoke with him, he stated to “just give him $100 or else he was going to ‘report us’”. He said that the information was not placed in a conspicuous place in the room but per California lodging, we are in 100% compliance. I stated that we were operating a business and to protect ourselves as a business we must be fair to all of our patrons. He was not happy and stated that he was starting a litigation process and notifying his credit card company to stop payment. I am available to discuss over the phone if need be. The hotel will not be compensating this guest as we already provided him with a complimentary early check in. Thanks, -[redacted], General Manage Kimpton Shorebreak Hotel – Huntington Beach 500 Pacific Coast Highway, Huntington Beach, CA 92648Direct: 714-[redacted] | Reservations: 877-212-8597www.shorebreakhotel.com | www.restaurantzimzala.com