The Riverhouse Resort

Good Afternoon Mr [redacted] , Thank you for your feedbackI have spoken with our reservation manager Susan E [redacted] whom I believe you spoke with regarding your reservationI understand your frustration with booking a room far in advance and not having a room availableThere was in fact an error with Booking.com in that they overbooked us and we did not physically have your reservation at the hotelWe always recommend our guests to book with us directly in that unfortunately glitches like this do occur from time to time with third party booking sitesI can assure you we are not isolating you to try and get higher rates from other guestsNot only is that unethical, but that is simply not the manner in which we operate here at RiverhouseIn fact, other guests are booked for the Eclipse at an even lower rate than the one you quotedThis was simply an unfortunate situation with Booking.com and I apologize we were unable to honor your reservation due to their error in overbooking us.As the Eclipse is such a popular event, we did require payment up front from guest's staying during this timeThis was a notice sent out via email to all Eclipse guestsBy doing so, we have had a few cancellations which has thus opened up a room for you which I can book directly at the same rate you were given by Booking.comI will go ahead and book this to ensure your room is held for you and send you a confirmation emailPlease contact me directly if you require any more assistance and I look forward to welcoming you to Riverhouse on the Deschutes in August!Warm Regards,Danielle S [redacted]

Good Afternoon Mr. [redacted], Thank you for your feedback. I have spoken with our reservation manager Susan E[redacted] whom I believe you spoke with regarding your reservation. I understand your frustration with booking a room far in advance and not having a room available. There was in fact an...

error with Booking.com in that they overbooked us and we did not physically have your reservation at the hotel. We always recommend our guests to book with us directly in that unfortunately glitches like this do occur from time to time with third party booking sites. I can assure you we are not isolating you to try and get higher rates from other guests. Not only is that unethical, but that is simply not the manner in which we operate here at Riverhouse. In fact, other guests are booked for the Eclipse at an even lower rate than the one you quoted. This was simply an unfortunate situation with Booking.com and I apologize we were unable to honor your reservation due to their error in overbooking us.As the Eclipse is such a popular event, we did require payment up front from guest's staying during this time. This was a notice sent out via email to all Eclipse guests. By doing so, we have had a few cancellations which has thus opened up a room for you which I can book directly at the same rate you were given by Booking.com. I will go ahead and book this to ensure your room is held for you and send you a confirmation email. Please contact me directly if you require any more assistance and I look forward to welcoming you to Riverhouse on the Deschutes in August!Warm Regards,Danielle S[redacted]