The Hotel @ Times Square

Review: Had originally been told that client may not stay at room for complete week as 3/**/14 no rooms available. Reservations Desk made reservation for days prior and after [redacted] plus reservation at another hotel for the [redacted]. Since we have been a customer for many years, I later called the hotel [redacted] and explained the situation, including the fact that Reservations had made a reservation for the [redacted] at another hotel which would necessitate the guest, [redacted], moving twice over the week. The [redacted] complied and gave us a room for the [redacted]. However, nothing was done to cancel the original reservation which the Reservations Desk had made for the 2nd hotel. The [redacted] apparently did not focus on that piece of information and now denies any knowledge of it even though it had been explained in detail to her. We were then charged for the 2nd hotel reservation in addition to the charge for the [redacted] at the original hotel.Desired Settlement: Credit for double charge for March **, 2014 by either original or 2nd hotel (which are apparently connected as Reservation Desk made both reservations).

Business

Response:

Re: ID [redacted], please note [redacted] called me ([redacted]) on 3/**/14 that she is trying to book 2 rooms for [redacted] for 1 week (03/**/14-3/**/14) but we (the hotel @ times square) do not have any rooms available for 3/**/14 and the guest will need to move to another hotel for that 1 night and return on 3/**/14. Since [redacted] always stay with us, I informed her that I will give her the 2 rooms for the night of 3/**/14 and I did. Guest checked in on 03/**/14- 3/**/14. A few days after 3/**/14 I received another called from [redacted] that she was billed for 2 no show, I said to her I will check our database but she should not be bill by the hotel @ times square as a no show for 3/**/14. She then said it was booked at NYMA (New York Manhattan) as she have the conf. with her. I right away informed her that she should have cancel the rooms. She then said she told me that she booked for 3/**/14 in another hotel (NYC have 1 00s of hotels), there is no way I can know which hotel she made the booking for 3/**/14. Apple Core Reservation center book room for both the hotel @ times square & NYMA but here at the hotel @ times square we can only see our data base not any other hotels. Like any other call center (e.g. Choice Hotels) anyone can call and make reservation any part of the USA or Canada but only the caller know which hotel he/she booked.

Plus I am not sure why a complaint was made against us and we never bill her for any no show, we just billed the above guest for 2 rooms for 7 nights. [redacted] have the conf. # letter & contact information where she was billed. We went above & beyond to accommodate one of our frequent guest. This complaint have no basis because [redacted] made 2 booking at NYMA, received both confirmation letter and failed to cancelled. I also spoke to the [redacted] at the NYMA hotel on her behalf and he that he held both rooms in good faith that the guest will show-up and since no one show-up or call to cancel both of the rooms was left vacant & clean. Sorry again but she will need to contact the NYMA to see if the hotel will credit the no shows as good faith. Thank you. [redacted]

Consumer

Response:

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]

Since the booking with NYMA was made by the same Reservations Desk that booked the remainder of the week with the Times Square Hotel, it it certainly reasonable for a customer to expect that they will #1 have knowledge of reservation, #2 automatically cancel when new reservation made or at minimum ask customer to call to cancel.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello,

Please note [redacted] acknowledge that she made a 2nd called to the hotel [redacted] to booked 4/**/14, 2 rooms for 1 night each. The hotel @ Times Square had no knowledge she had booked in another hotel. Only [redacted] have this information which she did not give to us or call back and cancelled the booking.

Sorry again but the is not The Hotel @ Times Square problem or responsible to cancelled her booking.

Thank you

Consumer

Response:

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]

The Hotel certainly was aware of the original reservation as their Reservations Desk had made it and it should be on their computer.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,