I am responding to a complaint made by a Ms [redacted] , regarding an 'Advance Purchase' reservation made via the IHG (Intercontinental Hotel Group / Candlewood Suites) website March 23, 2015, for a 2-day stay, over the weekend of April 17, On March 24th, Ms [redacted] contacted the hotel directly to cancel this reservation She was notified by GSR, Russell ***, that this was an 'Advance Purchase' reservation and could be cancelled; however, there would be full forfeiture of monies used to secure reservation by doing so Russell did offer that this reservation could be moved to another date, but should there be a rate differential, guest would be responsible for said difference Ms [redacted] desired to move the reservation to the weekend of May 2nd, She was informed by Mr [redacted] that the hotel rates varied greatly from her previously purchased rate, due to the Indianapolis Mini Marathon event that weekend Ms [redacted] did not feel that she should have to pay the difference Russell [redacted] said that based on the reservation restrictions, there was nothing he could do in this matter It was then that Ms [redacted] was referred to the IHG Guest Relations department Ms [redacted] spoke with Charles [redacted] (IHG) initially, who made a change to her reservation dates, reflecting the desired May 2nd weekend but advised guest that she would be responsible for the rate difference, just as the hotel had previously done Guest still did not wish to pay the higher rate and asked to speak to Mr [redacted] 's supervisor This case was then passed along to Joe [redacted] (IHG Senior Case Manager), who similarly told Ms [redacted] that he could not override hotel rates in this case, honoring her previously paid amount, if she were to change dates to the May 2nd weekend Mr [redacted] contacted the hotel and asked Russell [redacted] once again if we would be willing to honor the previously purchased rate structure for this weekend Russell [redacted] consulted with myself as to this Based on the hotel's ability to sell out over this weekend, it was decided that we would not accept the lower-priced reservation Mr [redacted] passed this information to Ms [redacted] and she reluctantly agreed to change Mr [redacted] later contacted the hotel and informed us to make changes to payment, adjusting for the higher rate Since this time, Ms [redacted] has been persistent with IHG as to further resolution in this matter The rate details of the 'Advance Purchase' reservation are as follows on the hotel's website: DESCRIPTION: Take advantage of special savings when you book earlyThis rate is nonrefundable, requires full prepayment, and is charged to your credit card between time of booking and day of arrivalPLEASE NOTE: Full prepayNo refund if cancelled or changed RATE RULES: ADVANCE PURCHASE REQUIRED Must purchase at least days in advanceMUST STAY NO MORE THAN: NIGHTS CHECK-IN-TIME: 3:PM CHECK-OUT-TIME: 11:AM DEPOSIT RULES: A deposit for the entire stay is due at time of bookingCANCELLATION POLICY: Canceling your reservation or failing to arrive will result in forfeiture of your depositTaxes may apply The hotel, as well as IHG, have acted in accordance with these restrictions when attempting to resolve Ms [redacted] concerns The hotel would consider making another reservation date move, which has a compensatory rate structure of the original $(plus taxes) reservation, if a similar rate structure were to exist for the dates requested Otherwise, the hotel and IHG stand behind the restrictions of this reservation type Kind regards, Don [redacted] General Manager Candlewood Suites Medical District N White River Parkway W Drive Indianapolis, IN (317) 536-Ext [redacted] (317) 536-Fax d [redacted] @dorahotelco.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below The only resolution I'm willing to accept at this time is a full refund and cancellation of my reservation Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Unfotunately, I'm not able to move my trip to another weekend. As stated by Candlewood, this is a special event weekend and they are expecting to be sold out. Surely, they can rebook with another customer who would enjoy staying in their hotel (and could afford it) in the next few weeks and will not be losing any money by cancelling my reservation and refunding my money. I, on the other hand, really cannot afford it nor can I move my trip to another weekend. I understand that the rate I booked was a special rate. However, I don't understand why there is no customer service policy that would make exceptions for circumstances like mine. I've worked in Customer Service for years and have never been prohibited from coming to an satisfactory understanding with a customer at any company I worked for so I'm suprised that there is a company out there that has this policy. I would be willing to pay 120.00/night as that is the most I can afford if the hotel is not willing to refund my money completely, but paying this full amount has put me into a financial bind which I would hope the hotel could be sympathetic to.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The only resolution I'm willing to accept at this time is a full refund and cancellation of my reservation.
Regards,
[redacted]
I am responding to a complaint made by a Ms. [redacted], regarding an 'Advance Purchase' reservation made via the IHG (Intercontinental Hotel Group / Candlewood Suites) website March 23, 2015, for a 2-day stay, over the weekend of April 17, 2015. On March 24th, Ms. [redacted]...
contacted the hotel directly to cancel this reservation. She was notified by GSR, Russell [redacted], that this was an 'Advance Purchase' reservation and could be cancelled; however, there would be full forfeiture of monies used to secure reservation by doing so. Russell did offer that this reservation could be moved to another date, but should there be a rate differential, guest would be responsible for said difference. Ms. [redacted] desired to move the reservation to the weekend of May 2nd, 2015. She was informed by Mr. [redacted] that the hotel rates varied greatly from her previously purchased rate, due to the Indianapolis Mini Marathon event that weekend. Ms. [redacted] did not feel that she should have to pay the difference. Russell [redacted] said that based on the reservation restrictions, there was nothing he could do in this matter. It was then that Ms. [redacted] was referred to the IHG Guest Relations department. Ms. [redacted] spoke with Charles [redacted] (IHG) initially, who made a change to her reservation dates, reflecting the desired May 2nd weekend but advised guest that she would be responsible for the rate difference, just as the hotel had previously done. Guest still did not wish to pay the higher rate and asked to speak to Mr. [redacted]'s supervisor. This case was then passed along to Joe [redacted] (IHG Senior Case Manager), who similarly told Ms. [redacted] that he could not override hotel rates in this case, honoring her previously paid amount, if she were to change dates to the May 2nd weekend. Mr. [redacted] contacted the hotel and asked Russell [redacted] once again if we would be willing to honor the previously purchased rate structure for this weekend. Russell [redacted] consulted with myself as to this. Based on the hotel's ability to sell out over this weekend, it was decided that we would not accept the lower-priced reservation. Mr. [redacted] passed this information to Ms. [redacted] and she reluctantly agreed to change. Mr. [redacted] later contacted the hotel and informed us to make changes to payment, adjusting for the higher rate. Since this time, Ms. [redacted] has been persistent with IHG as to further resolution in this matter. The rate details of the 'Advance Purchase' reservation are as follows on the hotel's website: DESCRIPTION: Take advantage of special savings when you book early. This rate is nonrefundable, requires full prepayment, and is charged to your credit card between time of booking and day of arrival. PLEASE NOTE: Full prepay. No refund if cancelled or changed RATE RULES: ADVANCE PURCHASE REQUIRED Must purchase at least 7 days in advance. MUST STAY NO MORE THAN: 6 NIGHTS CHECK-IN-TIME: 3:00 PM CHECK-OUT-TIME: 11:00 AM DEPOSIT RULES: A deposit for the entire stay is due at time of booking. CANCELLATION POLICY: Canceling your reservation or failing to arrive will result in forfeiture of your deposit. Taxes may apply. The hotel, as well as IHG, have acted in accordance with these restrictions when attempting to resolve Ms. [redacted] concerns. The hotel would consider making another reservation date move, which has a compensatory rate structure of the original $88.99 (plus taxes) reservation, if a similar rate structure were to exist for the dates requested. Otherwise, the hotel and IHG stand behind the restrictions of this reservation type. Kind regards, Don [redacted] General Manager Candlewood Suites Medical District 1152 N White River Parkway W Drive Indianapolis, IN 46222 (317) 536-7700 Ext. [redacted] (317) 536-7800 Fax d[redacted]@dorahotelco.com
I am responding to a complaint made by a Ms [redacted] , regarding an 'Advance Purchase' reservation made via the IHG (Intercontinental Hotel Group / Candlewood Suites) website March 23, 2015, for a 2-day stay, over the weekend of April 17, On March 24th, Ms [redacted] contacted the hotel directly to cancel this reservation She was notified by GSR, Russell ***, that this was an 'Advance Purchase' reservation and could be cancelled; however, there would be full forfeiture of monies used to secure reservation by doing so Russell did offer that this reservation could be moved to another date, but should there be a rate differential, guest would be responsible for said difference Ms [redacted] desired to move the reservation to the weekend of May 2nd, She was informed by Mr [redacted] that the hotel rates varied greatly from her previously purchased rate, due to the Indianapolis Mini Marathon event that weekend Ms [redacted] did not feel that she should have to pay the difference Russell [redacted] said that based on the reservation restrictions, there was nothing he could do in this matter It was then that Ms [redacted] was referred to the IHG Guest Relations department Ms [redacted] spoke with Charles [redacted] (IHG) initially, who made a change to her reservation dates, reflecting the desired May 2nd weekend but advised guest that she would be responsible for the rate difference, just as the hotel had previously done Guest still did not wish to pay the higher rate and asked to speak to Mr [redacted] 's supervisor This case was then passed along to Joe [redacted] (IHG Senior Case Manager), who similarly told Ms [redacted] that he could not override hotel rates in this case, honoring her previously paid amount, if she were to change dates to the May 2nd weekend Mr [redacted] contacted the hotel and asked Russell [redacted] once again if we would be willing to honor the previously purchased rate structure for this weekend Russell [redacted] consulted with myself as to this Based on the hotel's ability to sell out over this weekend, it was decided that we would not accept the lower-priced reservation Mr [redacted] passed this information to Ms [redacted] and she reluctantly agreed to change Mr [redacted] later contacted the hotel and informed us to make changes to payment, adjusting for the higher rate Since this time, Ms [redacted] has been persistent with IHG as to further resolution in this matter The rate details of the 'Advance Purchase' reservation are as follows on the hotel's website: DESCRIPTION: Take advantage of special savings when you book earlyThis rate is nonrefundable, requires full prepayment, and is charged to your credit card between time of booking and day of arrivalPLEASE NOTE: Full prepayNo refund if cancelled or changed RATE RULES: ADVANCE PURCHASE REQUIRED Must purchase at least days in advanceMUST STAY NO MORE THAN: NIGHTS CHECK-IN-TIME: 3:PM CHECK-OUT-TIME: 11:AM DEPOSIT RULES: A deposit for the entire stay is due at time of bookingCANCELLATION POLICY: Canceling your reservation or failing to arrive will result in forfeiture of your depositTaxes may apply The hotel, as well as IHG, have acted in accordance with these restrictions when attempting to resolve Ms [redacted] concerns The hotel would consider making another reservation date move, which has a compensatory rate structure of the original $(plus taxes) reservation, if a similar rate structure were to exist for the dates requested Otherwise, the hotel and IHG stand behind the restrictions of this reservation type Kind regards, Don [redacted] General Manager Candlewood Suites Medical District N White River Parkway W Drive Indianapolis, IN (317) 536-Ext [redacted] (317) 536-Fax d [redacted] @dorahotelco.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below The only resolution I'm willing to accept at this time is a full refund and cancellation of my reservation Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Unfotunately, I'm not able to move my trip to another weekend. As stated by Candlewood, this is a special event weekend and they are expecting to be sold out. Surely, they can rebook with another customer who would enjoy staying in their hotel (and could afford it) in the next few weeks and will not be losing any money by cancelling my reservation and refunding my money. I, on the other hand, really cannot afford it nor can I move my trip to another weekend. I understand that the rate I booked was a special rate. However, I don't understand why there is no customer service policy that would make exceptions for circumstances like mine. I've worked in Customer Service for years and have never been prohibited from coming to an satisfactory understanding with a customer at any company I worked for so I'm suprised that there is a company out there that has this policy. I would be willing to pay 120.00/night as that is the most I can afford if the hotel is not willing to refund my money completely, but paying this full amount has put me into a financial bind which I would hope the hotel could be sympathetic to.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The only resolution I'm willing to accept at this time is a full refund and cancellation of my reservation.
Regards,
[redacted]
I am responding to a complaint made by a Ms. [redacted], regarding an 'Advance Purchase' reservation made via the IHG (Intercontinental Hotel Group / Candlewood Suites) website March 23, 2015, for a 2-day stay, over the weekend of April 17, 2015. On March 24th, Ms. [redacted]...
contacted the hotel directly to cancel this reservation. She was notified by GSR, Russell [redacted], that this was an 'Advance Purchase' reservation and could be cancelled; however, there would be full forfeiture of monies used to secure reservation by doing so. Russell did offer that this reservation could be moved to another date, but should there be a rate differential, guest would be responsible for said difference. Ms. [redacted] desired to move the reservation to the weekend of May 2nd, 2015. She was informed by Mr. [redacted] that the hotel rates varied greatly from her previously purchased rate, due to the Indianapolis Mini Marathon event that weekend. Ms. [redacted] did not feel that she should have to pay the difference. Russell [redacted] said that based on the reservation restrictions, there was nothing he could do in this matter. It was then that Ms. [redacted] was referred to the IHG Guest Relations department. Ms. [redacted] spoke with Charles [redacted] (IHG) initially, who made a change to her reservation dates, reflecting the desired May 2nd weekend but advised guest that she would be responsible for the rate difference, just as the hotel had previously done. Guest still did not wish to pay the higher rate and asked to speak to Mr. [redacted]'s supervisor. This case was then passed along to Joe [redacted] (IHG Senior Case Manager), who similarly told Ms. [redacted] that he could not override hotel rates in this case, honoring her previously paid amount, if she were to change dates to the May 2nd weekend. Mr. [redacted] contacted the hotel and asked Russell [redacted] once again if we would be willing to honor the previously purchased rate structure for this weekend. Russell [redacted] consulted with myself as to this. Based on the hotel's ability to sell out over this weekend, it was decided that we would not accept the lower-priced reservation. Mr. [redacted] passed this information to Ms. [redacted] and she reluctantly agreed to change. Mr. [redacted] later contacted the hotel and informed us to make changes to payment, adjusting for the higher rate. Since this time, Ms. [redacted] has been persistent with IHG as to further resolution in this matter. The rate details of the 'Advance Purchase' reservation are as follows on the hotel's website: DESCRIPTION: Take advantage of special savings when you book early. This rate is nonrefundable, requires full prepayment, and is charged to your credit card between time of booking and day of arrival. PLEASE NOTE: Full prepay. No refund if cancelled or changed RATE RULES: ADVANCE PURCHASE REQUIRED Must purchase at least 7 days in advance. MUST STAY NO MORE THAN: 6 NIGHTS CHECK-IN-TIME: 3:00 PM CHECK-OUT-TIME: 11:00 AM DEPOSIT RULES: A deposit for the entire stay is due at time of booking. CANCELLATION POLICY: Canceling your reservation or failing to arrive will result in forfeiture of your deposit. Taxes may apply. The hotel, as well as IHG, have acted in accordance with these restrictions when attempting to resolve Ms. [redacted] concerns. The hotel would consider making another reservation date move, which has a compensatory rate structure of the original $88.99 (plus taxes) reservation, if a similar rate structure were to exist for the dates requested. Otherwise, the hotel and IHG stand behind the restrictions of this reservation type. Kind regards, Don [redacted] General Manager Candlewood Suites Medical District 1152 N White River Parkway W Drive Indianapolis, IN 46222 (317) 536-7700 Ext. [redacted] (317) 536-7800 Fax d[redacted]@dorahotelco.com