The Shield System of Winchester, Inc.

Complaint ID *** *** *** I am the new General manager of the Clarion Hotel Conference Center Louisville North, I understand there were some unresolved issues from your previous stayWith this being from months ago I would understand that you have probably moved on past this hotel, but
as the new GM I would like to offer an apology on behalf of my staffI have read your complaint with the Revdex.com and completely understand your frustration and I do agree this could have been prevented and handled differently. Again I am truly sorry and if you would ever reconsider staying with us again please contact me directly so that I can work with you to remedy this situationSincerely *** *** GM Clarion Hotel Conference Center North

Dear Mr*** I apologize about the delay in responding to your Revdex.com complaint over your stay at our hotel the Clarion HotelWith your stay on 9/4/your room was booked through the third party site ***com, anytime a customer books a room through a third party site the hotel is not given the
customers direct credit card informationWith that being said the hotel would like to extend free night stay at our hotel for a non blacked out date in the futureWhen you call in to make your reservation please refer back to this email and use my name *** *** the General Manager for reference, also when checking in bring a copy of this email with you at that timeSincerely *** *** Gm Clarion Hotel North

Revdex.com:
I have reviewed the 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.I want the full refund coming from the hotel directly for their lack of courtesy, promptness, and customer service in responding to my original email in April. I don't think I need or want to go through the 3rd party since they upheld the payment to the hotel. If they are willing to refund the 3rd party I want it coming directly to me. I've been inconvenienced enough and shouldn't have to go through dealing with another party.
Regards,
[redacted]

[redacted] I want to apologize for your previous stay at the Clarion Hotel Conference Center North on 12/5/15, I am the new General Manager of this hotel. I again apologize that this matter has went so long without being addressed. I understand that in your complaint with the Revdex.com that a free...

nights stay would not be accepted, with this matter being almost a year ago I would hope that we can speak and you might reconsider. If you would like to contact me please feel free to call me at [redacted] or email me at [redacted] Sincerely  [redacted] GM Clarion Hotel  Conference Center North

Dear Guest, I greatly do apologize about the inconveniences that you have gone through. I have looked up the original reservations that you had for our hotel. These reservations were booked through a third party site. In piecing together your email that I have just seen for the 1st time. I do recall...

in April a major power outage that occurred  to our local neighborhood. This outage caused multiple problems for our hotel, knocking out our water heater and cable. Thank you for recognizing [redacted] and his trying to help you. Yes we had recently upgraded all of our tv's and our cable provider also upgraded the streaming for our televisions. When the power went out we had to go in and manually reprogram each tv. This outage also knocked out our hot water heater causing the issue with the hot water.  It was a very unfortunate chain of events that happened to our hotel that again was not a fault of the hotels. We also understand this has been a very difficult situation to try and resolve. There are many different email addresses that each company has when having to go through the third party sites in order to try and get a refund. I will gladly refund you the full cost of one of your rooms but not both. I hope this email and refund will help satisfy any disgruntled feeling you may have about our hotel with this being something that was completely out of the hotels hands. With this being a third party reservation we will refund the booking companys credit card and you must contact that company to verify that they will be refunding that money back to you. Best Regards [redacted]  General Manager