St. Louis City Center Hotel

Initial Business Response / [redacted] (1000, 10, 2016/02/12) */ ***Document Attached [redacted] Dear Ms [redacted] , Please accept our apologies for the dissatisfaction of your guestroom and your overall experience during your time spent with usThis is certainly not the StLouis City Center Hotel experience we aim to provide our guests and I am truly sorry for your experienceI can understand how disappointing this must have beenUsually any such faults are detected and rectified prior to the room being allocatedI do apologize that this was not handled to your satisfaction, with the efficiency and professionalism that we are known forOur goal is to provide our guests with a memorable and enjoyable experience from start to finish and we are truly sorry that we did not carry out this promise As a gesture of our appreciation for the time you took to provide your feedback, a full refund of your Room and Tax was issued as compensation for the inconveniences you had to endure on January 2nd, Kind regards, [redacted] Director of Operations

This guest booked his reservation for his stay through Expedia.com, a third party web-site that makes reservations for hotels all over the world The guest did not call and cancel their reservation and did not show up Although the guest claims the reservation was cancelled on-line, he cannot produce a reservation cancellation confirmationThere is a hour cancellation policy which was emailed to him at the time of the reservation As a goodwill measure, a refund will be issued

This was a block of rooms for a wedding party The guest booked rooms in September of in which were picked up The reservations were for nights After speaking with the guest, a refund will be submitted for the guests that were booked under her contracted block of roomsRegards, [redacted] ***General Manager

Dear Ms***,My sincerest apologies that you were not satisfied with your room. After researching your concerns, I was disappointed to hear that you did not make us aware of any issues during your time with us. Rest assured, if we would have known that you were unhappy, we would
have done everything possible to make you comfortable.I see you stayed with us for two nights. I have issued a refund for 50% off your room and tax for one night. It may take 2-business days to process. Thank you for taking the time to contact us with your feedback. We hope that you will visit us again sometime in the future

Please accept our apologies for your recent stayIt is through feedback like yours that we learn how to improve the experiences of our future guests I’m glad that you were moved to a different room but I wish we would have known and had an opportunity to correct any issues you were still
experiencing. Our goal is for every guest to be comfortable and satisfied throughout their stay. For your inconvenience, we have issued a refund for your parking charges. Again, our apologies and we hope that you will stay with us again sometime in the future

First and foremost, I would like to sincerely apologize for the disappointing experience and lack of service during your recent stay with usIt is embarrassing and very disappointing to get feedback such as yours. Our goal is for every guest to leave satisfied with their stay and I'm
disappointed that we did not succeed. Our check in time starts at 3:00pm but we can never guarantee that a specific room or room type will be available at that time. Because it was opening day for baseball and an extremely busy day in StLouis, there was a lot of excitement with guests arriving and requesting to cheearly. This, coupled with late check-outs from guests staying the night before, occasionally will delay the chetime. I did see that you did check into the hotel and stayed the evening with us. I also ensured that all parking charges were refunded to you. Again, my apologies. If you would like to discuss further, please feel free to call the hotel and ask to speak with the General Manager

I've tried to locate a place where I can close this compliant but was unable to locate one so I'm writing to ask if you can do so pleaseThe business has returned my laptop at no cost to myselfThank you

Dear Mr***, Per the voicemail I just left for you, I have refunded $to your credit card on file. Regards

Complaint: ***
I am rejecting this response because:
I still need a copy of the Fshipping receipt so I know how much my half portion of the shipping cost will beI can't provide my credit card information without knowing the costs firstI've rejected this response only because it did not include the agreement that I would pay half of the shipping cost but I need to know what that is first.
Sincerely,
*** ***

Initial Business Response /* (1000, 11, 2015/10/23) */
Hello,
I spoke to [redacted] and did refund her credit card for the Room and Tax, even though Ms. [redacted] made the reservation and provided her card to gaurantee them. All of the rooms were checked in and were occupied by her and her...

guests.
Regards,
[redacted]
Director of Operations

Our position remains the same.  We did refund all parking charges as compensation for any inconvenience this guest may have experienced.

Dear Mr. [redacted],Thank you for speaking with me this morning.  As discussed, a $25 parking fee and a $25 pet fee were the only fees charged to your credit card account.  There were no other charges placed on your account.  Any additional amounts are most likely just...

authorizations.  Authorizations will typically drop off within 5-7 business days.  I have sent you a copy of your receipt showing your charges for you to verify. Regarding your computer and as explained, it is the hotel's policy to secure all valuable items left in the hotel.  Only a manager has access to these items.  I realize your son visited the hotel to retrieve your computer but it was at 4:00a and unfortunately, there are no managers on property at that time.  As discussed, I will be contacting Fed-Ex today to make arrangements to return your computer to you.Thank you.

Dear Mr. [redacted], I received confirmation from the Area Manager of the parking company today that the citations have been cleared.  My apologies this was not resolved for you before now.  Please do not hesitate to contact me at the email address in which we have already had...

correspondence. Thank you.

Initial Business Response /* (1000, 10, 2016/02/12) */
[redacted]Document Attached[redacted]
Dear Ms. [redacted],
Please accept our apologies for the dissatisfaction of your guestroom and your overall experience during your time spent with us. This is certainly not the St. Louis City Center Hotel experience we...

aim to provide our guests and I am truly sorry for your experience. I can understand how disappointing this must have been. Usually any such faults are detected and rectified prior to the room being allocated. I do apologize that this was not handled to your satisfaction, with the efficiency and professionalism that we are known for. Our goal is to provide our guests with a memorable and enjoyable experience from start to finish and we are truly sorry that we did not carry out this promise.
As a gesture of our appreciation for the time you took to provide your feedback, a full refund of your Room and Tax was issued as compensation for the inconveniences you had to endure on January 2nd, 2016.
Kind regards,
[redacted]
Director of Operations

Initial Business Response /* (1000, 10, 2015/12/04) */
Though the room that the guest occupied reeked of smoke after her departure, we have issued a refund as a goodwill gesture. The refund will be reflected on her credit card in 3-5 business days.
Regards,
[redacted]
Director of...

Operations
Initial Consumer Rebuttal /* (2000, 12, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy to accept the response from the hotel. I am extremely pleased with the promptness and results of the Revdex.com. I find it interesting that the original cause of the bogus charge was a "wall of smoke" as housekeeping entered the room and in their response they refer to "the room reeked of smoke". I appreciate their goodwill gesture. I do not appreciate being taken advantage of, lied to or scammed. Thank you Revdex.com for making this right. Sincerely [redacted]

This was a block of rooms for a wedding party.  The guest booked 10 rooms in September of 2015 in which 6 were picked up.  The reservations were for 2 nights.  After speaking with the guest, a refund will be submitted for the 6 guests that were booked under her contracted block...

of rooms. Regards,[redacted]General Manager

This complaint was posted on the Revdex.com reviews section yesterday and was resolved at that time.Unfortunately, Ms. [redacted] did not book her reservation(s) directly with the hotel or on the hotel's website. She used a third party website to book this reservation. The reservation(s) was made on...

the Booking.com web-site and a confirmation e-mail was sent to her with all of their policies on their booking. The web-site clearly states that the credit card used to make the reservation(s) will be charged immediately. The reservation(s) are not non-refundable. There is a 24 hour cancellation policy. I will be happy to cancel them with no penalty whatsoever. I'm very sorry this guest feels that she has not received good customer service. We found only one v-mail left at the hotel. It was left on March 30th with our accounting department.  I spoke to her on the same day. After speaking with Ms. [redacted] yesterday and explained her misunderstanding. I immediately cancelled her reservations, refunded her pre-payment and sent her via e-mail her refund receipts.Again, this matter was resolved yesterday, March 30th.

Revdex.com:
I have reviewed the response made by the business in case reference to complaint ID [redacted], and find   that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I have e-mailed this hotel 3 times and have not received a response, yet they will respond to Revdex.com.  I paid full price for a hotel room that I was not allowed to enter.  I could not shower or change my clothes, and had to use a public restroom in the lobby with no toilet paper.  I was inconvenienced by my credit card being charged for parking, after I was told it would not be.  The girls working behind the counter were rude and unprofessional.  One girl was cussing under her breathe, and the other never offered to hold our bags until we waited in the hotel lobby for nearly 2 hours.  After I complained about the service, they were both laughing when I walked away.  This kind of treatment is unacceptable.  The hotel also deleted a review I left on their social media account so that no other guests could be warned of their treatment.  I tried to contact the hotel MULTIPLE times before making a claim to Revdex.com, yet they have not responded.  I need compensated for the time in the hotel that I paid for, yet didn't receive.
Sincerely,
[redacted]

We apologize for any inconvenience this guest experienced and I appreciate this was brought to my attention.  The hotel does get very busy on days where there are events at Scottrade but our policy does state that check in STARTS at 3:00pm.  We can not guarantee that a particular room...

type will be available exactly at 3:00pm.  The guest was checked in at 4:41pm and was compensated for the wait by refunding all parking charges.  I also would like to apologize to the guest for her dissatisfaction with her room.  She did not however, bring these concerns to the attention of the hotel staff during her stay.  We strive to make our guests safe and happy and never want anyone to leave feeling dissatisfied.   I wish she would have given us the opportunity to correct any issues she may have had.  Thank you again for bringing this to my attention.  The guest has already been compensated in full for her parking.  I will use this correspondence as a training opportunity for the future. Warmest Regards,[redacted]Regional Manager