The All Seasons Collection

Dear Sir/Madam: This is a response to the complaint from [redacted] numbered [redacted] On Thursday June 26, [redacted] made a reservation online through our reservation system at 11:06PM in the eveningHe made the reservation for arrival on the following day, June 27, This is not an uncommon occurrence as a good number of our reservations are on Thursdays for the coming weekendHe made the reservation on his cell phone The process for a reservation works in this order You select your arrival date, your departure date and the number of nightsIf you do not change this section, it stays on the default which is the next day and the number of nights dictated by that days minimumFor example if you are staying on a Thursday, it would show one night, if the next day is Friday, it would book for nights You select your room The third screen is a summary with the room name, and the dates with the price below it The fourth screen offers add ons which they chose from The fifth screen again displays the date, your room, and add ons then gives you the total The sixth screen shows our policies and you must tap “I Agree” to move to the checkout screen Screen is where you enter your payment information Screen Completes the reservation and shows you all of your confirmation information At this point, the reservation is completed and an automated confirmation that is identical to the one displayed on your phone at the end of the reservation is emailed to youOn that email, the dates are links and are highlighted in blue and underlined so that you can tap on the reservation at anytime up until the day of your stay and add it to your calendarOnce the date of the stay has passed, the dates are no longer links As you can see from the process, the reservation system displays the date on multiple screens to try and avoid mistakes When he did not show for the reservation by Saturday morning, we made two attempts to call himBoth times we were met with an automated greeting announcing that his voicemail had not be setup In an email to me, [redacted] stated: “The only mistake I feel I made was not going over the confirmation email in excruciating detailI foolishly assumed that the confirmation was for the correct dates -- I skimmed the email and made sure the price was right.” [redacted] went directly to Social Media without trying to contact me to resolve this issueWhen I saw the complaint on Facebook, I contacted him to see if we could resolve the issue as guest satisfaction is one of the cornerstones of our businessHe was insistent that the mistake was ours and that the reservation system had changed the date of his stay, even though he admits that he did not read the confirmation In an effort to reach a mutually acceptable agreement and understanding that people can make mistakes, I offered to spilt the cost with him and refund one night of his stayUnfortunately, he declined that offer At this point, I feel that we have exhausted our options and have done everything possible to work with [redacted]

Dear Sir/Madam:
This is a response to the complaint from [redacted] numbered...

[redacted]
On Thursday June 26, 2014 [redacted] made a reservation online through our reservation system at 11:06PM in the evening. He made the reservation for arrival on the following day, June 27, 2014. This is not an uncommon occurrence as a good number of our reservations are on Thursdays for the coming weekend. He made the reservation on his cell phone.
The process for a reservation works in this order.
1.      You select your arrival date, your departure date and the number of nights. If you do not change this section, it stays on the default which is the next day and the number of nights dictated by that days minimum. For example if you are staying on a Thursday, it would show one night, if the next day is Friday, it would book for 2 nights.
2.      You select your room.
3.      The third screen is a summary with the room name, and the dates with the price below it.
4.      The fourth screen offers add ons which they chose from.
5.      The fifth screen again displays the date, your room, and add ons then gives you the total
6.      The sixth screen shows our policies and you must tap “I Agree” to move to the checkout screen.
7.      Screen 7 is where you enter your payment information
8.      Screen 8 Completes the reservation and shows you all of your confirmation information.
9.      At this point, the reservation is completed and an automated confirmation that is identical to the one displayed on your phone at the end of the reservation is emailed to you. On that email, the dates are links and are highlighted in blue and underlined so that you can tap on the reservation at anytime up until the day of your stay and add it to your calendar. Once the date of the stay has passed, the dates are no longer links.
As you can see from the process, the reservation system displays the date on multiple screens to try and avoid mistakes.
When he did not show for the reservation by Saturday morning, we made two attempts to call him. Both times we were met with an automated greeting announcing that his voicemail had not be setup.
In an email to me, [redacted] stated:
“The only mistake I feel I made was not going over the confirmation email in excruciating detail. I foolishly assumed that the confirmation was for the correct dates -- I skimmed the email and made sure the price was right.”
[redacted] went directly to Social Media without trying to contact me to resolve this issue. When I saw the complaint on Facebook, I contacted him to see if we could resolve the issue as guest satisfaction is one of the cornerstones of our business. He was insistent that the mistake was ours and that the reservation system had changed the date of his stay, even though he admits that he did not read the confirmation.
In an effort to reach a mutually acceptable agreement and understanding that people can make mistakes, I offered to spilt the cost with him and refund one night of his stay. Unfortunately, he declined that offer.
At this point, I feel that we have exhausted our options and have done everything possible to work with [redacted].