The Richmond Airport Hotel

Dear *** [redacted] 8-20- 11:amWelcome to the Richmond Airport Hotel!I spoke to our front desk clerk who took your call yesterday, Friday 8-19-16, and he said that he mentioned to you, when you inquired about an early arrival today, that once the room was ready and after am that you could check inHe said he did also mention the guaranteed check in time is pm on the date of arrival, in case the room was not ready when you arrived.Since you arrived at 3:am for the audit of Friday 8-19-16, you would owe for the room for FridayYour room was checked in and charged for Friday and then checked out for your [redacted] arrival for Saturday 8-21-for two nightsThe [redacted] reservation was then checked in and charged for two nights.I asked Housekeeping to wait to service your room today until after noon to give you a chance to sleepSomeone will be stopping by this afternoon to service your room (unless you have a Do Not Disturb sign on your door).I did adjust our rate for last night to $plus taxesThe original rate that our night auditor charged you for Friday night of $plus taxes with a total charged to your credit card ( [redacted] ending in ***) was $After my adjustment we refunded your credit card $52.80, which may take your credit card company to business days to credit to your account.This is your final billing for last nightIf you have any questions, I will be off tomorrow and have let the desk know that any further questions or comments must go through me and that I will be back in my office on Monday by 8:am.Have a great stay!Sincerely,Dave CJ [redacted]

Called business spoke with RusselHe stated that a refund in the amount of $ [redacted] will be issues back to the consumerIt can take a couple days to process through

Dear [redacted]...

[redacted]                                   ...⇄                                         ...⇄ 8-20-16
11:30 amWelcome to the
Richmond Airport Hotel!I spoke to our
front desk clerk who took your call yesterday, Friday 8-19-16, and he said that
he mentioned to you, when you inquired about an early arrival today, that once
the room was ready and after 7 am that you could check in. He said he did also
mention the guaranteed check in time is 3 pm on the date of arrival, in case
the room was not ready when you arrived.Since you arrived
at 3:50 am for the audit of Friday 8-19-16, you would owe for the room for
Friday. Your room was checked in and charged for Friday and then checked out
for your [redacted] arrival for Saturday 8-21-16 for two nights. The [redacted]
reservation was then checked in and charged for two nights.I asked
Housekeeping to wait to service your room today until after noon to give you a
chance to sleep. Someone will be stopping by this afternoon to service your
room (unless you have a Do Not Disturb sign on your door).I did adjust our
rate for last night to $72.40 plus taxes. The original rate that our night
auditor charged you for Friday night of $119.00 plus taxes with a total charged
to your credit card ([redacted] ending in [redacted]) was $134.83. After my adjustment we
refunded your credit card $52.80, which may take your credit card company 5 to
7 business days to credit to your account.This is your final
billing for last night. If you have any questions, I will be off tomorrow and
have let the desk know that any further questions or comments must go through
me and that I will be back in my office on Monday by 8:30 am.Have a great stay!Sincerely,Dave C. J[redacted]

Called business spoke with Russel. He stated that a refund in the amount of $[redacted] will be issues back to the consumer. It can take a couple days to process through.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Good afternoon. First of all, I want to thank your organization for taking this matter seriously since I'm sure your goal is to make sure customers get fair treatment from all businesses in the Richmond area.Unfortunately Dave C. J[redacted] (manager of the Richmond Airport Hotel) won't accept that his staff is poorly trained, which is ultimately why I was given the wrong information by various members of his team. This is also why this hotel has such terrible reputation based on multiple reviews found all over the Internet.Here are the discrepancies caused by miscommunication between the hotel staff that the manager tried to use to justify me being charged unjustifiably:1) I was not informed when I called via phone OR when I arrived at the hotel that I would have to wait until 7:00 AM to check in. On the phone I was told by Shala that I would be able to check in once I arrived at 3:00 AM under my original reservation. Once I was at the hotel I was told by Shannon that I wouldn't be able to check in until 3:00 PM. She never mentioned anything about 7:00 AM.2) I only spoke with one desk clerk (Shala) before arriving.3) I was never rude with the desk clerk on duty (Shannon) once I arrived but I was definitely frustrated because she was extremely rude and changed her whole attitude once she saw in my ID that I was from New York and clearly from another country.4) I also never threw my credit card at her. She did however, charge my card immediately for a room double the size of where I ended up staying (reason why the manager returned some of the money to me).5) Dave and Kim never tried contacting me (I never even spoke with someone named Kim), all I got was a letter full of discrepancies under my door that the manager didn't even bother to sign. Dave wasn't even present the entire weekend when I asked to speak with a manager so I could resolve the issue. Once I actually got to speak with him in person when I was checking out, he said he would have to look into it and call me back.6) I never spoke with anyone named Tyler.As I mentioned to the manager and his staff multiple times, if I would have been told when I called Shala that I wouldn't be able to check in until 7:00 AM I would have taken a later bus. I know the amount of money is not much but I shouldn't have to pay the consequences of a unprofessional staff that does not know how to communicate.