Dear Revdex.com, Regarding Guest [redacted], guests complaints were noted and guest was apologized to and compensated with 1 night compensation at check out and was in agreement. If guest was not content at check out that was when it should have been addressed and we would have noted an...
unsatisfactory response. The time in question that the guest stayed here we were not sold out so it does not seem logical that we would not have offered a room move and knowingly refused a guest a room move when they were not comfortable in the room they were in. We do again apologize for these inconveniences however based on the notes on file and the initial compensation we will not be making any further adjustments. Regards, [redacted] Director of Front Office New York's Hotel Pennsylvania [redacted]
The majority of the rooms were cancelled. the balance will be refunded to the credit card on file today. Please contact me with any questions @ ###-###-#### or [redacted]RegardsGene N[redacted]
We do apologize for the inconvenience. It appears part of the $104.63 was in fact incorrectly billed. You were mistakenly charged the full facility fee rate of $20 which should have been $15. An adjustment of $47.25 has been applied to your credit card. The balance of $57.38 is for the early check...
in fee that was $50 plus tax. Peter G[redacted] Director of Front Office
From the manager involved: Hello, Guest had two reservations with us, she was initially assigned to a smoking room on the 7th floor, guest claimed that the rooms assigned were inhabitable, guest wanted to check out of the hotel. To accommodate I changed guest...
room but she was still not impress with the second room assigned. This was a sold out night in the entire city, guest still wanted to cancel her reservation. She was advised that since the entire city was sold out, that a better option might be staying for one night since we are charging for that night anyway and the rest of the nights will be refunded. This is the agreement and was noted on guest profile note. The booking company is responsible for crediting guest for the other two nights.Thanks,Kayode
Our apologies regarding the guest complaint. Our files show the guest checked out on the [redacted] at 10:30 am. If the guest was unhappy with the room and somehow left prior they did not inform us. Hotel policy expects a guest with a claim or concern to report it the front desk at which time they will...
either try to fix the problem or offer the guest a room move. If a guest does not allow the hotel the opportunity to amend the issue the hotel cannot be expected to refund after the fact. We are sorry but no adjustments will be made.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I had insisted on speaking to a manager, but the front desk employee told me she was not available and was in a meeting. If more than one manager was on duty, then the employee lied and there was no way for me to know any differently. I had asked to speak to a manager several times and received the same response. I then stated that I would be contacting Revdex.com then and I was not accepting the credit I was offered. I was then handed a receipt that was charged to my credit card.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Guest cannot assume all rooms would have flies flying around in the room just because she claims one did. We inspected the room right after the guest left and there was nothing flying around at all. Guest refused room move and left with colleague. We will not be able to refund, our apologies.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Many thanks for your help,Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I belive it was your responsability to let me know when I called your hotel to cancel the reservation that I had booket from a third party witch I did not remember, because If I did I know I could have cancel within 20 days witch was the time period I did the booking and cancelation. And it was a Act of God for that matters, first was your employee mistake saying that I would have my money back at the first time I called(witch made me cancel my flight to USA believing I would have my money back and could reechedulle for another time) second I had a problem and because of money I could not go (witch lead me to cancel everything I had plan for that trip), for trird you guys told me I would not receice my money back after I cancel the entired thing and its not like I live in america where things "should" be easier to do, I live in Brazil where a dollar its worth 4 time more than my money. And to believe in a act of God it would need faith and we cant prove, but I can declare that it was!!! So I apologize but I still firm with my answer that it was your mistake and I want my money back or a reechedule of booking to some time in october so I can programe a real trip this time!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We apologize for the experience the guest describes. The reservation notes that the guest claims they saw bugs however that was at check out and the guest was in the room without complaint prior to that. I respect that they expect some adjustment but were already given a $50 credit (which I...
understand she states was unsatisfactory) however a full refund is not available as the guest used the room without incident until that point. Upon speaking with the agent that refunded her he stated there was no mention of not accepting the $50 adjustment.
Upon review of this reservation we do not see any notes of guest complaints of any of the above mentioned concerns. The guest bases his claim on the fact that he booked specifically a non-smoking room. This unfortunately is only a request an no where do we state we guarantee non-smoking rooms. This...
would also apply for guests that DO request smoking as well. While we always try to accommodate requests we cannot ever guarantee. We do apologize for the inconvenience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
When the guests make check-out,the hotel give them an invoice and guest sign it! Send me the copy of such invoice with my (guest ) signature ! We left the keys in the box you have for card-keys. I have no idea who reported you that the guests are still in the room. If the guests would have...
been in the room after check-out time ,you would bill them same day and make them sight the papers at check-out. It is a scam and I am planning to inform media about it and go to the court with my lawyer if needed .
[redacted] [redacted] Tell us why here...
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This business needs to take responsibility and what they wrote in their response is a lie. Management hid and refused to speak with me and the desk clerk pretended to check me out. Furthermore, and more importantly, the Revdex.com or whatever agency with authority needs to investigate this operation and take action against them. They are taking advantage of vulnerable people. If you go online, as I wish I had prior to booking, you will see complaints going back a decade that involve bed bugs, dirty rooms, cockroaches, mice, blood, and so on. Why isn't anyone doing anything about this? My next step is contacting local news and paper contacts that I have to bring some public light to this. Enough is enough.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Clearly the July time frame was a typo and I apologize. When we asked at the front desk if there was any other room we could move to we were told there was not I do not see why it is my responsibility to ensure your staff keep records up to date. The incident was clearly for both nights as the room did not miraculously te vote itself from the Friday to Saturday night, hence the request for a full refund. The issue here is your hotels use of false advertising if you had put pictures of the room we stayed in on your website in its current state we would not have paid $100 for two nights let alone $358
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Revdex.com: I reject the Hotels responseThe response given by the hotel is extremely unclear. I would like a full refund for the night I was charged for. The first room I was given was infested with roaches as you can see from the attached video. I was offered a second room which I was told by management if at any time I felt uncomfortable staying in I was eligible for a full refund. When I returned to the manager to get a refund and check out I was told it was to late. I booked to stay in this hotel because it was right across from the MSG where I had very expensive tickets to see the basketball game. I placed my things in the second room and rushed to the game, when I returned I found the same issue I had with the first room and at that point it was time for me to leave. If I was able to check out right there and then when I found the terrible conditions of the room I would have. Unfortunately because I would have missed the game in doing so I took the second room. I would like a full refund, I spent a total of 6 hours checked in this hotel half in which I was trying to situate my second room and then attended the game. Like I mentioned I found the same condition when I returned so I checked out of the hotel and did not spend the night. I paid to stay at Westhouse Hotel and would have never spent more money to stay somewhere else unless I absolutely felt the need. The condition in which this hotel is being kept is appalling, as a manager you should be ashamed to even fight for a refund when you are well aware of the issue. Please view the video and countless pictures online of the terrible condition. All of this is documented in your system as well. I don't wish to drag this out. Please accept the facts at hand; your hotel is falsely being advertised online, you have terrible conditions in this hotel, and lastly I did not stay the full night.[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
First night will be adjusted and credited to the booking agent. Guest will have to follow up with [redacted] for payment. Our apologies for any inconvenience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Dear Revdex.com, Regarding Guest [redacted], guests complaints were noted and guest was apologized to and compensated with 1 night compensation at check out and was in agreement. If guest was not content at check out that was when it should have been addressed and we would have noted an...
unsatisfactory response. The time in question that the guest stayed here we were not sold out so it does not seem logical that we would not have offered a room move and knowingly refused a guest a room move when they were not comfortable in the room they were in. We do again apologize for these inconveniences however based on the notes on file and the initial compensation we will not be making any further adjustments. Regards, [redacted] Director of Front Office New York's Hotel Pennsylvania [redacted]
The majority of the rooms were cancelled. the balance will be refunded to the credit card on file today. Please contact me with any questions @ ###-###-#### or [redacted]RegardsGene N[redacted]
We do apologize for the inconvenience. It appears part of the $104.63 was in fact incorrectly billed. You were mistakenly charged the full facility fee rate of $20 which should have been $15. An adjustment of $47.25 has been applied to your credit card. The balance of $57.38 is for the early check...
in fee that was $50 plus tax. Peter G[redacted] Director of Front Office
Please reach out to anyone in our accounting department. ###-###-#### Ext. [redacted]
From the manager involved: Hello, Guest had two reservations with us, she was initially assigned to a smoking room on the 7th floor, guest claimed that the rooms assigned were inhabitable, guest wanted to check out of the hotel. To accommodate I changed guest...
room but she was still not impress with the second room assigned. This was a sold out night in the entire city, guest still wanted to cancel her reservation. She was advised that since the entire city was sold out, that a better option might be staying for one night since we are charging for that night anyway and the rest of the nights will be refunded. This is the agreement and was noted on guest profile note. The booking company is responsible for crediting guest for the other two nights.Thanks,Kayode
All our E-Commerce web site reservations are.Non-refundable, non-cancellable, and no modifications
Our apologies regarding the guest complaint. Our files show the guest checked out on the [redacted] at 10:30 am. If the guest was unhappy with the room and somehow left prior they did not inform us. Hotel policy expects a guest with a claim or concern to report it the front desk at which time they will...
either try to fix the problem or offer the guest a room move. If a guest does not allow the hotel the opportunity to amend the issue the hotel cannot be expected to refund after the fact. We are sorry but no adjustments will be made.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I had insisted on speaking to a manager, but the front desk employee told me she was not available and was in a meeting. If more than one manager was on duty, then the employee lied and there was no way for me to know any differently. I had asked to speak to a manager several times and received the same response. I then stated that I would be contacting Revdex.com then and I was not accepting the credit I was offered. I was then handed a receipt that was charged to my credit card.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Guest cannot assume all rooms would have flies flying around in the room just because she claims one did. We inspected the room right after the guest left and there was nothing flying around at all. Guest refused room move and left with colleague. We will not be able to refund, our apologies.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Many thanks for your help,Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I belive it was your responsability to let me know when I called your hotel to cancel the reservation that I had booket from a third party witch I did not remember, because If I did I know I could have cancel within 20 days witch was the time period I did the booking and cancelation. And it was a Act of God for that matters, first was your employee mistake saying that I would have my money back at the first time I called(witch made me cancel my flight to USA believing I would have my money back and could reechedulle for another time) second I had a problem and because of money I could not go (witch lead me to cancel everything I had plan for that trip), for trird you guys told me I would not receice my money back after I cancel the entired thing and its not like I live in america where things "should" be easier to do, I live in Brazil where a dollar its worth 4 time more than my money. And to believe in a act of God it would need faith and we cant prove, but I can declare that it was!!! So I apologize but I still firm with my answer that it was your mistake and I want my money back or a reechedule of booking to some time in october so I can programe a real trip this time!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We apologize for the experience the guest describes. The reservation notes that the guest claims they saw bugs however that was at check out and the guest was in the room without complaint prior to that. I respect that they expect some adjustment but were already given a $50 credit (which I...
understand she states was unsatisfactory) however a full refund is not available as the guest used the room without incident until that point. Upon speaking with the agent that refunded her he stated there was no mention of not accepting the $50 adjustment.
Upon review of this reservation we do not see any notes of guest complaints of any of the above mentioned concerns. The guest bases his claim on the fact that he booked specifically a non-smoking room. This unfortunately is only a request an no where do we state we guarantee non-smoking rooms. This...
would also apply for guests that DO request smoking as well. While we always try to accommodate requests we cannot ever guarantee. We do apologize for the inconvenience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
When the guests make check-out,the hotel give them an invoice and guest sign it! Send me the copy of such invoice with my (guest ) signature ! We left the keys in the box you have for card-keys. I have no idea who reported you that the guests are still in the room. If the guests would have...
been in the room after check-out time ,you would bill them same day and make them sight the papers at check-out. It is a scam and I am planning to inform media about it and go to the court with my lawyer if needed .
[redacted] [redacted] Tell us why here...
Better...
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This business needs to take responsibility and what they wrote in their response is a lie. Management hid and refused to speak with me and the desk clerk pretended to check me out. Furthermore, and more importantly, the Revdex.com or whatever agency with authority needs to investigate this operation and take action against them. They are taking advantage of vulnerable people. If you go online, as I wish I had prior to booking, you will see complaints going back a decade that involve bed bugs, dirty rooms, cockroaches, mice, blood, and so on. Why isn't anyone doing anything about this? My next step is contacting local news and paper contacts that I have to bring some public light to this. Enough is enough.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Clearly the July time frame was a typo and I apologize. When we asked at the front desk if there was any other room we could move to we were told there was not I do not see why it is my responsibility to ensure your staff keep records up to date. The incident was clearly for both nights as the room did not miraculously te vote itself from the Friday to Saturday night, hence the request for a full refund. The issue here is your hotels use of false advertising if you had put pictures of the room we stayed in on your website in its current state we would not have paid $100 for two nights let alone $358
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Revdex.com: I reject the Hotels responseThe response given by the hotel is extremely unclear. I would like a full refund for the night I was charged for. The first room I was given was infested with roaches as you can see from the attached video. I was offered a second room which I was told by management if at any time I felt uncomfortable staying in I was eligible for a full refund. When I returned to the manager to get a refund and check out I was told it was to late. I booked to stay in this hotel because it was right across from the MSG where I had very expensive tickets to see the basketball game. I placed my things in the second room and rushed to the game, when I returned I found the same issue I had with the first room and at that point it was time for me to leave. If I was able to check out right there and then when I found the terrible conditions of the room I would have. Unfortunately because I would have missed the game in doing so I took the second room. I would like a full refund, I spent a total of 6 hours checked in this hotel half in which I was trying to situate my second room and then attended the game. Like I mentioned I found the same condition when I returned so I checked out of the hotel and did not spend the night. I paid to stay at Westhouse Hotel and would have never spent more money to stay somewhere else unless I absolutely felt the need. The condition in which this hotel is being kept is appalling, as a manager you should be ashamed to even fight for a refund when you are well aware of the issue. Please view the video and countless pictures online of the terrible condition. All of this is documented in your system as well. I don't wish to drag this out. Please accept the facts at hand; your hotel is falsely being advertised online, you have terrible conditions in this hotel, and lastly I did not stay the full night.[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
First night will be adjusted and credited to the booking agent. Guest will have to follow up with [redacted] for payment. Our apologies for any inconvenience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]