Thank you for your response. I have been contacted finally by the company and have resolved the differences. I do not need any further intervention. Thank you.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this...
resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
On Tue, Jul 11, 2017 at 11:22 AM, Mike [redacted] wrote:Yes, I heard from the company, they have been incredibly professional and quick with their response and have done above and beyond what I could have hoped for. I'm sorry I filed a complaint in the first place.
Good Afternoon Mr. [redacted], Thank you for bringing this complaint to our attention. The hotel has been in contact with Ms. [redacted] in regards to this issue on multiple occasions. Below is a brief summary of the incident and the steps that hotel management has taken to rectify the...
situation. On May 22nd Ms. [redacted] confirmed a reservation for June 29th. Per hotel policy, one night’s room and tax deposit is required at time of booking to confirm the reservation and the guest is given 72-hours prior to arrival to cancel or change the reservation without penalty On May 23rd the deposit failed to authorize for the amount of room and tax required to hold the reservation On June 2nd the guest was contacted and asked to provide a different form of payment. No response was received from Ms. [redacted], and as a courtesy we kept the reservation active with the intention of receiving a new form of payment from Ms. [redacted] upon arrival On June 24th Ms. [redacted] confirmed a new reservation for arrival on June 30th through our website using a new form of payment On June 29th Ms. [redacted] failed to arrive for her original reservation On June 30th Ms. [redacted] arrived for her reservation and checked out the following day having paid for her reservation on a separate credit card thus settling this transaction fully On July 10th the no show penalty from June 29th of one-night’s room charge was applied to Ms. [redacted]’s Visa card in the amount of $259 On July 11th Ms. [redacted] contacted the hotel and spoke to the Front Desk Assistant Manager who adjusted $159 of the room charge to the Visa card used to make the booking On July 13th Ms. [redacted] again contacted the hotel and spoke to the Lead Reservations Agent and we adjusted the remaining $100 amount to the Visa card used the make the booking, fully reimbursing her for the no show reservation from June 29th. At no point during these interactions did we inform Ms. [redacted] we were putting a hold on her bank account, nor do we have the ability to do so. As it stands, The Edgewater has released all funds ($259 USD) that were taken for the no show reservation on June 29th. Funds can take up to 10-days to be returned to a guest account depending on the financial institution. At this time, we do not feel additional compensation is necessary as we have returned all the funds that were initially collected due to the no show penalty as a gesture of good will. Please let us know of any next steps necessary to completely resolve this situation with both the Revdex.com and Ms. [redacted]. Please do not hesitate to contact us should you have any further questions or if additional clarification is needed. Best Regards, Jason [redacted] The Edgewater [redacted]
[redacted] Direct: ###-###-#### [redacted] www.theedgewater.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards, I also read the response back from the Edgewater Hotel and they fell to mention on the same day I booked the new date for the 30th I called over and spoke to a front desk worker and I was informed by them everything was taking care of with the date change due to me calling within the 72 hr of stay. I also talked to someone on the 12th of July and they said that someone in there hotel had made a mistake on there part. And my bank informed me that you all had a hold on my funds until you all were paid. And that had to be true every time I pit money in there your hotel took it. And after calling numerous of times and being told by your staff the managers were always busy. I also had a conversation with you all about me reporting my bad experience with this hotel. I go to lots of hotels right here in Madison WI and have never had to go through this. Thanks for the refund but it needed to be told about your hotel over charging me not once but twice. The day I stayed and the day I didn't.
Annette [redacted]
Thank you for your response. I have been contacted finally by the company and have resolved the differences. I do not need any further intervention. Thank you.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this...
resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
On Tue, Jul 11, 2017 at 11:22 AM, Mike [redacted] wrote:Yes, I heard from the company, they have been incredibly professional and quick with their response and have done above and beyond what I could have hoped for. I'm sorry I filed a complaint in the first place.
Good Afternoon Mr. [redacted], Thank you for bringing this complaint to our attention. The hotel has been in contact with Ms. [redacted] in regards to this issue on multiple occasions. Below is a brief summary of the incident and the steps that hotel management has taken to rectify the...
situation. On May 22nd Ms. [redacted] confirmed a reservation for June 29th. Per hotel policy, one night’s room and tax deposit is required at time of booking to confirm the reservation and the guest is given 72-hours prior to arrival to cancel or change the reservation without penalty On May 23rd the deposit failed to authorize for the amount of room and tax required to hold the reservation On June 2nd the guest was contacted and asked to provide a different form of payment. No response was received from Ms. [redacted], and as a courtesy we kept the reservation active with the intention of receiving a new form of payment from Ms. [redacted] upon arrival On June 24th Ms. [redacted] confirmed a new reservation for arrival on June 30th through our website using a new form of payment On June 29th Ms. [redacted] failed to arrive for her original reservation On June 30th Ms. [redacted] arrived for her reservation and checked out the following day having paid for her reservation on a separate credit card thus settling this transaction fully On July 10th the no show penalty from June 29th of one-night’s room charge was applied to Ms. [redacted]’s Visa card in the amount of $259 On July 11th Ms. [redacted] contacted the hotel and spoke to the Front Desk Assistant Manager who adjusted $159 of the room charge to the Visa card used to make the booking On July 13th Ms. [redacted] again contacted the hotel and spoke to the Lead Reservations Agent and we adjusted the remaining $100 amount to the Visa card used the make the booking, fully reimbursing her for the no show reservation from June 29th. At no point during these interactions did we inform Ms. [redacted] we were putting a hold on her bank account, nor do we have the ability to do so. As it stands, The Edgewater has released all funds ($259 USD) that were taken for the no show reservation on June 29th. Funds can take up to 10-days to be returned to a guest account depending on the financial institution. At this time, we do not feel additional compensation is necessary as we have returned all the funds that were initially collected due to the no show penalty as a gesture of good will. Please let us know of any next steps necessary to completely resolve this situation with both the Revdex.com and Ms. [redacted]. Please do not hesitate to contact us should you have any further questions or if additional clarification is needed. Best Regards, Jason [redacted] The Edgewater [redacted]
[redacted] Direct: ###-###-#### [redacted] www.theedgewater.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards, I also read the response back from the Edgewater Hotel and they fell to mention on the same day I booked the new date for the 30th I called over and spoke to a front desk worker and I was informed by them everything was taking care of with the date change due to me calling within the 72 hr of stay. I also talked to someone on the 12th of July and they said that someone in there hotel had made a mistake on there part. And my bank informed me that you all had a hold on my funds until you all were paid. And that had to be true every time I pit money in there your hotel took it. And after calling numerous of times and being told by your staff the managers were always busy. I also had a conversation with you all about me reporting my bad experience with this hotel. I go to lots of hotels right here in Madison WI and have never had to go through this. Thanks for the refund but it needed to be told about your hotel over charging me not once but twice. The day I stayed and the day I didn't.
Annette [redacted]