The Westin Boston Waterfront

Please see the notes below regarding this complaint We feel no further refund is due and consider this matter closed Thank you [redacted] SPG # [redacted] Ms [redacted] checked in on Friday, August 18th for one nightShe had a second reservation for August 19th-21stThe reservation which was checked in to on Friday, was originally set to arrive on ThursdayHowever, there were notes from our in-house reservation team stating that Ms [redacted] would be arriving early in the day on FridayTherefore, we pre-registered the room so as to hold the reservationToday, Ms***’s credit card declined for the second portion of the reservationTherefore the guest was forced to return to the front desk to sort out paymentUpon coming to the desk, she stated that she should not have been charged for Thursday night and that she called to move the reservation to FridayI honored her word and refunded the charge for Thursday night in the amount of $219+taxHowever, her credit card still did not authorize for the remainder of the stayHer roommate [redacted] ***, placed her personal credit card on the room insteadLater in the evening they came back to the front desk to ask that they not be charged for the second reservationI respectfully declined this as I had already waived the charge for Thursday nightThey were very upset by this and began yelling quite loudlyThey plan to reach out to corporate customer service with this matterThank you for your assistance [redacted] ***Front Office SupervisorTHE WESTIN BOSTON WATERFRONTSummer St.Boston, MA 02210USA

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
[Once again, the business is showing poor customer service practices by dismissing everything else that occurred that led to the request for the refundTheir staff needs lessons on building customer loyalty; this is not how you treat clients, particularly SPG members.]
Regards,
*** ***

In order for us to research this complaint, I need the name of the person the reservation was under.  There is no information for a [redacted] in our system.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not...

satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[I reject on the basis they are requiring more information and have resolved nothing. The reservations are under the name of [redacted], for August 2017. I await further responses from the business in regards to my complaint.]
Regards,[redacted]
[redacted]

Please see the notes below regarding this complaint.  We feel no further refund is due and consider this matter closed.  Thank you.  [redacted] SPG #[redacted]. Ms. [redacted] checked in on Friday, August 18th for one night. She had a second reservation for August 19th-21st. The reservation which was checked in to on Friday, was originally set to arrive on Thursday. However, there were notes from our in-house reservation team stating that Ms. [redacted] would be arriving early in the day on Friday. Therefore, we pre-registered the room so as to hold the reservation. Today, Ms. [redacted]’s credit card declined for the second portion of the reservation. Therefore the guest was forced to return to the front desk to sort out payment. Upon coming to the desk, she stated that she should not have been charged for Thursday night and that she called to move the reservation to Friday. I honored her word and refunded the charge for Thursday night in the amount of $219+tax. However, her credit card still did not authorize for the remainder of the stay. Her roommate [redacted], placed her personal credit card on the room instead. Later in the evening they came back to the front desk to ask that they not be charged for the second reservation. I respectfully declined this as I had already waived the charge for Thursday night. They were very upset by this and began yelling quite loudly. They plan to reach out to corporate customer service with this matter. Thank you for your assistance. [redacted]Front Office SupervisorTHE WESTIN BOSTON WATERFRONT425 Summer St.Boston, MA 02210USA