The Embassy Suites- Downtown

The following is a letter from my General Manager, to the booking agency, in response to request for exception My General Manager and I echoed the same message regarding the government availability Unfortunately, the government rate is limited to a certain number of bookings depending on demand and compression In this case, all available government rate bookings were previously committed to other reservations At no time, did Mr [redacted] t mention that anyone stated he had a government ratePlease let me know if we can be of further assistance

Here is the info we have comfirming [redacted] was going to refund us.  We are getting passed around between Embassy suites, [redacted] and [redacted].[redacted] and [redacted]---------- Original Message ----------From: [redacted] <[redacted].[redacted]@Hilton.com>To: "[redacted]@cox.net"...

<[redacted]@cox.net>Date: November 17, 2017 at 2:10 PMSubject: RE: Embassy Suites St Louis DowntownPlease see below.....     Called [redacted] again.. the guest booked through an affiliate of [redacted]..so not even [redacted]; this is like a 4th party booking. [redacted] did refund it but it was the agent’s card of the affiliate of [redacted]… They also refunded two nights instead of one, so the person I talked to is fixing everything. She said there was no communication noted that [redacted] reached out to the affiliate of [redacted] to tell them to refund the actual guest credit card, so she is doing that right now, and also correcting the refund for one night instead of two so we don’t get hit with an incorrect chargeback later. The 10 business day timeframe unfortunately will have to start again for the guest, but at least it wasn’t a mistake on our end. I looked up the booking code on the rsv ‘USWB’ and it just says it’s from travel agents and 3rd party websites.    From: [redacted] Sent: Friday, November 17, 2017 11:34 AM To: '[redacted]@cox.net' Subject: Embassy Suites St Louis Downtown Below is the confirmation that we requested for the 3rd night to be refunded. [redacted]'s telephone number is [redacted]. I am sorry that your went through a frustrating process.        [redacted] | General Manager

This consumer used a online reservation app, we would like to speak directly to this consumer to address the issues they are having personally. I have sent all my direct contact information in both an email and in a voice message to this consumer.

The following is a letter from my General Manager, to the booking agency, in response to request for exception.  My General Manager and I echoed the same message regarding the government availability.  Unfortunately, the government rate is limited to a certain number of bookings depending...

on demand and compression.  In this case, all available government rate bookings were previously committed to other reservations.  At no time, did Mr. [redacted]t mention that anyone stated he had a government rate. Please let me know if we can be of further assistance.

I have spoken with Ms. [redacted] and sent her multiple emails explaining the status of her refund.  Ms. [redacted] booked her reservation through a 3rd party website ([redacted]) and we have taken appropriate steps for that company to repay her in full for the modifications in her reservation.  The hotel did NOT actually charge Ms [redacted] so there is no refund we are able to give her.  [redacted] has advised their client that she will be reimbursed 7-10 business days from effective date of November 17th.