The Tiger Hotel

Initial Business Response /* (1000, 7, 2015/08/24) */
Contact Name and Title: *** ***, AGM
Contact Phone: XXXXXXXXXX
Contact Email: **@thetigerhotel.com
Dear Sir,
We are in receipt of you email notification dated 11th August We are,
to say the least, surprised at the tenor of
the complaint especially in
light of the many inaccuracies it contains
It would appear that the reservation is in the name of Mr*** ***
but all contact including the complaint has come from Ms*** ***
In particular, we would like to address the issue of how the booking was
madeIt was not made directly with the hotel and we have no control of
payments made to third party booking agentsAs you can see from an email
(attached for your reference) forwarded to us by Ms*** the booking was
made with www.reservationcounter.com and payment was given directly to them
We have no affiliation with this site and as such have no control over their
actions
For bookings made directly with the hotel, which are only available through
our website www.thetigerhotel.com or by phone at XXX XXX XXXX we do offer a
twenty four hour cancellation policy for some rates, but not allAll of our
cancellation policies are clearly made available, both before booking and as
part of our confirmation email and are in line with industry standards
Initially, Ms*** told our front desk agent that they had booked
directly through us (a claim she reasserts in her complaint to you) and had
this been true there could, depending on restrictions on the rate type, have
been changes made to his reservationAfter a manager reviewed his
reservation it became clear that Ms*** claim of booking directly was
and that she would have to contact the booking agent directly, upon
being informed of this Ms*** made the complaint to you and expressed
her frustration to our manager
We can only hope that the complaint was written in haste and that after some
thought on MsPerkins's part she will see that the facts clearly
substantiate that the booking was, in fact, made through a third party
booking company website (which we have no connection with or control over)
and that any quarrel she has is with themWe have received no money
(directly or indirectly) from Ms*** or Mr*** in connection with
either booking
We have looked into his bookings with the third party and have been assured
that both bookings were cancelled the same day he made the complaint (making
us wonder of the need for the complaint in the first place)
We trust that this resolves this matterPlease contact me should you have
any further questions
*** ***
The Tiger Hotel
Columbia Hospitality Management, LLC
t: XXX XXX XXXX