Syringa Construction, LLC

Good Afternoon, I am responding to the concern brought forward by Mr [redacted] of [redacted] (Complaint # [redacted] ) His statement claimed that the reservation for a Governor’s Suite at The American Club was confirmed for him at a nightly rate of $ On March 18, 2015, Mr [redacted] booked a room on The American Club websiteAt the time of Mr***’s booking, there was an error in rates that was caused by an interface issue between our property management system and a third party system This error resulted in a room with a current rate of $654/night being offered for $15/night As part of the booking process, Mr [redacted] agreed to certain terms and conditions and received a reservation summary upon completion of the booking process (not a confirmation)The terms and conditions are listed on page of the reservations summary, which Mr [redacted] included with his complaintOne of the first terms and conditions listed is that rates are subject to change On March 24, 2015, an email was sent to Mr [redacted] to explain the issue resulting from the technical error and, as a gesture of goodwill, offer him a discount on the current rate of the Governor’s Suite Since we did not hear from Mr***, we sent a follemail to him on April 17, It was at this time he responded via email and wanted us to honor the rate, which we unfortunately cannot honor After receiving Mr***’s email, we reached out to him by phone on April 20, and explained both our situation as well as alternative options and offers (including different categories of rooms at a discounted rate Although, the terms of booking state that the rate is subject to change and Mr [redacted] did accept the terms when he booked, we do want to achieve a solution that is of mutual satisfactionUnfortunately, Mr [redacted] has not yet accepted any of the alternative options offered to him

I wanted to send you an update regarding this situation- called the guest on 4/24 and spoke with him. I offered him alternatives and he wanted to discuss with his wife. He asked me to call on 4/25 at 11am. Followed up with email stating the offer and link to our different categories of room- called guest on 4/24 at 11am but went to voicemail. I asked him to call me back.- received email from guest 4/27 asking for a callback- called the guest on 4/28 but went to voicemail. I asked him to call me back. I am hoping the guest calls me back or lets us know what alternative he wants to accept as we can't hold the rooms indefinitely. In all our correspondence with the guest, we have told him that we will hold rooms until 4/30. I am hoping he calls me back.Thank you[redacted]

Good
Afternoon,
 
I
am responding to the concern brought forward by Mr. [redacted] of [redacted] (Complaint #[redacted]).  His statement claimed that the
reservation for a Governor’s Suite at The American Club was confirmed for him
at a nightly rate of $15....


 
On
March 18, 2015, Mr. [redacted] booked a room on The American Club website. At the time
of Mr. [redacted]’s booking, there was an error in rates that was caused by an
interface issue between our property management system and a third party
system.  This error resulted in a room with a current rate of $654/night
being offered for $15/night.
 
As
part of the booking process, Mr. [redacted] agreed to certain terms and conditions and
received a reservation summary upon completion of the booking process (not a
confirmation). The terms and conditions are listed on page 3 of the
reservations summary, which Mr. [redacted] included with his complaint. One of the first terms and conditions listed is that rates
are subject to change.
 
On
March 24, 2015, an email was sent to Mr. [redacted] to explain the issue resulting
from the technical error and, as a gesture of goodwill, offer him a discount on
the current rate of the Governor’s Suite.
 
Since
we did not hear from Mr. [redacted], we sent a follow-up email to him on April 17,
2015. It was at this time he responded via email and wanted us to
honor the rate, which we unfortunately cannot honor.
 
After
receiving Mr. [redacted]’s email, we reached out to him by phone on April 20, 2015 and
explained both our situation as well as alternative options and offers
(including different categories of rooms at a discounted rate.
 
Although,
the terms of booking state that the rate is subject to change and Mr. [redacted] did
accept the terms when he booked, we do want to achieve a solution that is of
mutual satisfaction. Unfortunately, Mr. [redacted] has not yet accepted any of the
alternative options offered to him.