The William Hotel

Hello ***, Please see the attached · 1st attachment- Registration card signed by the guest which states: “I agree that my liability for this bill is not waived & agree to be held personally liable in the event that the indicated person, company or association fails to pay the full amount of the charges incurredMy signature is authorization for The [redacted] to use my credit card for payment of this account(Room Taxes and all incidental charges) I understand that I must return full possession of the accommodations” · 2nd attachment- Guest folio o The guests were charged $for the table which the front desk agent charged in two transactions ($and $475)· 3rd attachment- Guest’s first email to myself o [redacted] is requesting a payment plan to cover the cost for the damaged table which she takes full responsibility forWe are not a credit card company and do not offer a payment plan programAll guests are liable for damage· 4th attachment- My response to the guest · 5th attachment- [redacted] invoice o The table that was broken is the 1st item listed- euros § At the time it was ordered, the conversion to dollars came out to approximately $This cost does not include the creating fee of $(since it is a custom piece) and the international shipping and handling fees I would now like to respond to [redacted] ***’s commentsThe guest states that we only provided “selective information”- this is falseAs you can see, I have provided all documents and email correspondence to show how we handled this matter professionally and always kept in touch with the guestEverything we do in the hotel is documented and always handled with the utmost professionOur goal is to provide our guests with an amazing experience hence why we like to offer complimentary upgrades and go out of our way to assist them with any requests; we never wish to charge our guests for damages, but we must when the rooms are not returned in the same condition as they were givenThe registration card protects usAs a result of this incident, we have created foldable cards to place on all of our icicle tables to prevent future casesAnother comment from [redacted] mentions how she never spoke to the same individualWe are only rooms and the staff is very small [redacted] is our [redacted] ***, and [redacted] is one of four front desk agentsShe only corresponded with us three, and we were always in constant communicationAs you know, the front desk agents switch shifts so if anyone was to ever call the hotel, you might not speak with the same individualAlso, whenever [redacted] relayed information to the guest, it was a message directly from meLastly, we only authorize $for incidentals, not chargeIncidentals are always returned to guests within several business days after their departureThis is a standard at all hotelsIt is not meant to confuse a guest with saying that $would be the only amount we charge the guest if there is an incidentThis was explained multiple times to the guest I hope these answers provide a thorough explanation for the events that occurredShould you have any other questions or need to speak to me, please feel free to call the hotelWe only wish to provide our guests with a wonderful stay and hope that this matter is now resolvedThank you very much My best, [redacted] *** [redacted] (D) ###-###-#### ---------------- The [redacted] [redacted] * [redacted] * [redacted]

*** *** and her boyfriend were given a complimentary upgrade to our Penthouse on Valentine's DayAll guests that stay at the *** are required to sign a registration card which states the
following: "I agree that my liability for this bill is not waived and agree to be held personally liable in the event that the indicated person, company or association ailed to pay the full amount of the charges incurredMy signature is authorization for The *** to use my credit card for payment of this account(Room Taxed and all Incidental charges)I understand that I must return full possession of the accommodations in good condition and will be liable for any damages caused during my stayI hereby authorize The *** to communicate with my Credit Card Company as required in regards to my stay." We authorize $for incidentals for all guests, which is then returned after their stay within a few daysWhat I explained to *** *** and her partner is that $is not the charge of the table- that amount does not cover the damageAs a hotel, we would never authorize a large amount for incidentalsUnfortunately, the *** icicle coffee table which is custom-made from Denmark is $It takes up to a minimum of weeks for it to be made, sent and replacedAlso, prior to the incident, the Front Desk was receiving multiple noise complaints coming from the PenthouseNot too much later, *** *** called down to inform the Front Desk Agent about the broken tableShe claims that they were resting their feet on the table, however, only a substantial amount of body weight and force would break the legs of* *** mentions how I informed her boyfriend how the table had been broken in the pastWhat she doesn't state is that it was broken from a heavy box spring and mattress that had fallen flat onto the tableI personally spoke with *** ***'s partner on the phone to discuss the chargesI also exchanged emails with *** *** where she claims full responsibility(I can provide these emails and any other additional information.) It is my understanding that the reason why she and her partner chose to file a complaint and to leave a negative review on *** is due to the fact that she asked for a payment plan to reimburse us for the table which we, as a hotel, do not provideMany guests at hotels are charged for damage that they cause during their stayThe *** does not offer a payment plan and I'm not quite sure another hotel would do the sameWe protect ourselves from these situations by requiring the guest's signatures for liability and with the credit card authorization

Hello [redacted],   Please see the attached.   ·         1st attachment- Registration card signed by the guest which states: “I agree that my liability for this bill is not waived & agree to be held personally liable in the event that the indicated person, company or association fails to pay the full amount of the charges incurred. My signature is authorization for The [redacted] to use my credit card for payment of this account. (Room Taxes and all incidental charges) I understand that I must return full possession of the accommodations” ·         2nd attachment- Guest folio o   The guests were charged $975 for the table which the front desk agent charged in two transactions ($500 and $475). ·         3rd attachment- Guest’s first email to myself o   [redacted] is requesting a payment plan to cover the cost for the damaged table which she takes full responsibility for. We are not a credit card company and do not offer a payment plan program. All guests are liable for damage. ·         4th attachment- My response to the guest ·         5th attachment- [redacted] invoice o   The table that was broken is the 1st item listed- 766 euros §  At the time it was ordered, the conversion to dollars came out to approximately $995. This cost does not include the creating fee of $180 (since it is a custom piece) and the international shipping and handling fees.   I would now like to respond to [redacted]’s comments. The guest states that we only provided “selective information”- this is false. As you can see, I have provided all documents and email correspondence to show how we handled this matter professionally and always kept in touch with the guest. Everything we do in the hotel is documented and always handled with the utmost profession. Our goal is to provide our guests with an amazing experience hence why we like to offer complimentary upgrades and go out of our way to assist them with any requests; we never wish to charge our guests for damages, but we must when the rooms are not returned in the same condition as they were given. The registration card protects us. As a result of this incident, we have created foldable cards to place on all of our icicle tables to prevent future cases. Another comment from [redacted] mentions how she never spoke to the same individual. We are only 33 rooms and the staff is very small. [redacted] is our [redacted], and [redacted] is one of four front desk agents. She only corresponded with us three, and we were always in constant communication. As you know, the front desk agents switch shifts so if anyone was to ever call the hotel, you might not speak with the same individual. Also, whenever [redacted] relayed information to the guest, it was a message directly from me. Lastly, we only authorize $50 for incidentals, not charge. Incidentals are always returned to guests within several business days after their departure. This is a standard at all hotels. It is not meant to confuse a guest with saying that $50 would be the only amount we charge the guest if there is an incident. This was explained multiple times to the guest.   I hope these answers provide a thorough explanation for the events that occurred. Should you have any other questions or need to speak to me, please feel free to call the hotel. We only wish to provide our guests with a wonderful stay and hope that this matter is now resolved. Thank you very much.   My best,   [redacted] 
[redacted]               (D) ###-###-#### ---------------- The [redacted]  *  [redacted]  *  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[My issue has not been resolved because this business continues to provide selective information, all in which does not answer my overall questioning about this hotel. Firstly, throughout these events pertaining to myself and the hotel, I have never consistently spoken to the same individual more than once. In my first occurrence, I spoke to an associate by the name of [redacted] who when I called, provided me with the confirmation in a payment plan alternative to the initial situation. However, she told me although it was possible, I would have to speak to the [redacted] pertaining arrangement set ups. I then requested to speak to her but [redacted] stated she " just left 5 minutes ago and I should just e-mail her"; she then provided me with her e-mail. After emailing her taking responsibility of my actions, before the realization of the lack of loyalty within this hotel, she declined my offer. About 5 to 6 hours later, my boyfriend called me stating that his account has been blocked due to the multiple random hotel charges. With constant indirect assistance to this issue in which they charged us the day of check out and had not informed us that they charged the day of check out but e-mailed me the next day, not even a call or one on one consultation, they stated they already took out the money, without his acceptance or authorization, is when I decided to both write a review of my unpleasant conclusion to this hotel, as well as consult with the Revdex.com about this issue. Once I published the complaints and consulted with the Revdex.com, another individual responded by the name of [redacted], who I have never seen nor was I ever referred to. These set of event alongside the issue with my boyfriends card opened another situation at hand. Earlier that month, [redacted] contacted me by phone, e-mail and text message in regards to fraud like activity due to a third party; this in conclusion resulted with them having to send me a brand new card immediately. This ultimately occurred a few days after I booked for this hotel. My boyfriend had gone to his bank multiple times to even find a conclusion to this confusing and unfortunate event with a [redacted] associate. Secondly, in addition to charging my boyfriends card multiple times, about a week or so after this incident, they gave him back the $50 incidental fee to his account and kept the $975. They even tried to give us an entire new bill! Why give back the incidental fee of $50 when it is planted in your contract as coverage for damages? Isn't that why a hotel designs and stands by their contact and fees? Thirdly, to address the company compliment about the "few" complaints we received. Although, this issue has nothing to do with what I am requesting a resolution for, I will address it. That night we booked for Valentines Day in which we were hoping to enjoy ourselves. We were playing music that night at a level we felt was appropriate, but then we received a phone call by front desk stating that our neighbor next door had young kids who were trying to sleep and if we could just keep the noise level down a tab bit. After that one phone call, we did in fact lower the volume down and went to an extent to even tip toeing in our room which was both uncomfortable and unfortunate. Had it been a "few" complaints as she claims, I'm sure a front desk associate would have made their way upstairs to our room to further discuss the issues at hand, however that did not happen. Lastly, in the e-mail sent, there was no receipt of proof, as any other professional hotel management would have done, to the cost of the table. Again, I find it odd that all the penthouse rooms have the same exact set up, however, they must "look for the price of the table". This hotel lacks professionalism, customer service and overall communication. I am again in distress because of the extent of this situation and hope to find a solution."]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I have absolutely no complaints about the room except one; one that managed to ruin my whole experience and my finances. I am 22 years old and always take full responsibility for any of my actions. Unfortunately, that day, I rested my legs onto their living room table. It collapsed literally in seconds. I immediately reported the incident to the front desk where the front desk associate and I both agreed that I would not be getting my incidental fee charge back from when I first checked-in; Which was fine with me. Once at check-out, she again informed me that I would not be getting my incidental fee back, which was ok, then stated that she would "find the cost of the table" and contact me from there. That was oddly weird due to the fact that I paid the cost of their damage cost, yet they wanted to charge me more? It was also weird because why would I have to wait for you to "find out the price of the table, when all the suite rooms provide the same table? Isn't that something you guys should already have on file? After about 30 mins after leaving, my boyfriend checked his account because he received a text and email from his bank that indicated fraud usage and temporally blocked his account. Once he viewed his account he saw that they charged him on four separate accounts with totals that did not resemble the one they gave us a receipt for. They charged him about 1,000+ on his account for our room that was about 400 dollars. They emailed us the next day and told us they took $975 from his account due to the broken table. What left me flabbergasted was that they actually charged us the same day we checked-out and didn't tell us while we were all face to face but waited until we left to charge us while they would "find out the cost" and then emailed us the next day to inform us about the price they already took out from his credit card the day before. Another incident that occurred is when my boyfriend called to speak to the [redacted]; she told him this isn't the first time the table broke.Desired Settlement: I simply would like a refund of the $975 they charged us. We followed all contract orders which was, if you damage anything in the room, you would not get your incidental fee back. Which was perfectly fine and a rule we obeyed and followed due to our consequences. We paid our dues the $50 incidental fee.

Business

Response:

[redacted] and her boyfriend were given a complimentary upgrade to our Penthouse on Valentine's Day. All guests that stay at the [redacted] are required to sign a registration card which states the following: "I agree that my liability for this bill is not waived and agree to be held personally liable in the event that the indicated person, company or association ailed to pay the full amount of the charges incurred. My signature is authorization for The [redacted] to use my credit card for payment of this account. (Room Taxed and all Incidental charges). I understand that I must return full possession of the accommodations in good condition and will be liable for any damages caused during my stay..... I hereby authorize The [redacted] to communicate with my Credit Card Company as required in regards to my stay." We authorize $50 for incidentals for all guests, which is then returned after their stay within a few days. What I explained to [redacted] and her partner is that $50 is not the charge of the table- that amount does not cover the damage. As a hotel, we would never authorize a large amount for incidentals. Unfortunately, the [redacted] icicle coffee table which is custom-made from Denmark is $975. It takes up to a minimum of 6 weeks for it to be made, sent and replaced. Also, prior to the incident, the Front Desk was receiving multiple noise complaints coming from the Penthouse. Not too much later, [redacted] called down to inform the Front Desk Agent about the broken table. She claims that they were resting their feet on the table, however, only a substantial amount of body weight and force would break the legs off. [redacted] mentions how I informed her boyfriend how the table had been broken in the past. What she doesn't state is that it was broken from a heavy box spring and mattress that had fallen flat onto the table. I personally spoke with [redacted]'s partner on the phone to discuss the charges. I also exchanged emails with [redacted] where she claims full responsibility. (I can provide these emails and any other additional information.) It is my understanding that the reason why she and her partner chose to file a complaint and to leave a negative review on [redacted] is due to the fact that she asked for a payment plan to reimburse us for the table which we, as a hotel, do not provide. Many guests at hotels are charged for damage that they cause during their stay. The [redacted] does not offer a payment plan and I'm not quite sure another hotel would do the same. We protect ourselves from these situations by requiring the guest's signatures for liability and with the credit card authorization.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[My issue has not been resolved because this business continues to provide selective information, all in which does not answer my overall questioning about this hotel. Firstly, throughout these events pertaining to myself and the hotel, I have never consistently spoken to the same individual more than once. In my first occurrence, I spoke to an associate by the name of [redacted] who when I called, provided me with the confirmation in a payment plan alternative to the initial situation. However, she told me although it was possible, I would have to speak to the [redacted] pertaining arrangement set ups. I then requested to speak to her but [redacted] stated she " just left 5 minutes ago and I should just e-mail her"; she then provided me with her e-mail. After emailing her taking responsibility of my actions, before the realization of the lack of loyalty within this hotel, she declined my offer. About 5 to 6 hours later, my boyfriend called me stating that his account has been blocked due to the multiple random hotel charges. With constant indirect assistance to this issue in which they charged us the day of check out and had not informed us that they charged the day of check out but e-mailed me the next day, not even a call or one on one consultation, they stated they already took out the money, without his acceptance or authorization, is when I decided to both write a review of my unpleasant conclusion to this hotel, as well as consult with the Revdex.com about this issue. Once I published the complaints and consulted with the Revdex.com, another individual responded by the name of [redacted], who I have never seen nor was I ever referred to. These set of event alongside the issue with my boyfriends card opened another situation at hand. Earlier that month, [redacted] contacted me by phone, e-mail and text message in regards to fraud like activity due to a third party; this in conclusion resulted with them having to send me a brand new card immediately. This ultimately occurred a few days after I booked for this hotel. My boyfriend had gone to his bank multiple times to even find a conclusion to this confusing and unfortunate event with a [redacted] associate. Secondly, in addition to charging my boyfriends card multiple times, about a week or so after this incident, they gave him back the $50 incidental fee to his account and kept the $975. They even tried to give us an entire new bill! Why give back the incidental fee of $50 when it is planted in your contract as coverage for damages? Isn't that why a hotel designs and stands by their contact and fees? Thirdly, to address the company compliment about the "few" complaints we received. Although, this issue has nothing to do with what I am requesting a resolution for, I will address it. That night we booked for Valentines Day in which we were hoping to enjoy ourselves. We were playing music that night at a level we felt was appropriate, but then we received a phone call by front desk stating that our neighbor next door had young kids who were trying to sleep and if we could just keep the noise level down a tab bit. After that one phone call, we did in fact lower the volume down and went to an extent to even tip toeing in our room which was both uncomfortable and unfortunate. Had it been a "few" complaints as she claims, I'm sure a front desk associate would have made their way upstairs to our room to further discuss the issues at hand, however that did not happen. Lastly, in the e-mail sent, there was no receipt of proof, as any other professional hotel management would have done, to the cost of the table. Again, I find it odd that all the penthouse rooms have the same exact set up, however, they must "look for the price of the table". This hotel lacks professionalism, customer service and overall communication. I am again in distress because of the extent of this situation and hope to find a solution."]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello [redacted], Please see the attached. · 1st attachment- Registration card signed by the guest which states: “I agree that my liability for this bill is not waived & agree to be held personally liable in the event that the indicated person, company or association fails to pay the full amount of the charges incurred. My signature is authorization for The [redacted] to use my credit card for payment of this account. (Room Taxes and all incidental charges) I understand that I must return full possession of the accommodations” · 2nd attachment- Guest folio o The guests were charged $975 for the table which the front desk agent charged in two transactions ($500 and $475). · 3rd attachment- Guest’s first email to myself o [redacted] is requesting a payment plan to cover the cost for the damaged table which she takes full responsibility for. We are not a credit card company and do not offer a payment plan program. All guests are liable for damage. · 4th attachment- My response to the guest · 5th attachment- [redacted] invoice o The table that was broken is the 1st item listed- 766 euros § At the time it was ordered, the conversion to dollars came out to approximately $995. This cost does not include the creating fee of $180 (since it is a custom piece) and the international shipping and handling fees. I would now like to respond to [redacted]’s comments. The guest states that we only provided “selective information”- this is false. As you can see, I have provided all documents and email correspondence to show how we handled this matter professionally and always kept in touch with the guest. Everything we do in the hotel is documented and always handled with the utmost profession. Our goal is to provide our guests with an amazing experience hence why we like to offer complimentary upgrades and go out of our way to assist them with any requests; we never wish to charge our guests for damages, but we must when the rooms are not returned in the same condition as they were given. The registration card protects us. As a result of this incident, we have created foldable cards to place on all of our icicle tables to prevent future cases. Another comment from [redacted] mentions how she never spoke to the same individual. We are only 33 rooms and the staff is very small. [redacted] is our [redacted], and [redacted] is one of four front desk agents. She only corresponded with us three, and we were always in constant communication. As you know, the front desk agents switch shifts so if anyone was to ever call the hotel, you might not speak with the same individual. Also, whenever [redacted] relayed information to the guest, it was a message directly from me. Lastly, we only authorize $50 for incidentals, not charge. Incidentals are always returned to guests within several business days after their departure. This is a standard at all hotels. It is not meant to confuse a guest with saying that $50 would be the only amount we charge the guest if there is an incident. This was explained multiple times to the guest. I hope these answers provide a thorough explanation for the events that occurred. Should you have any other questions or need to speak to me, please feel free to call the hotel. We only wish to provide our guests with a wonderful stay and hope that this matter is now resolved. Thank you very much. My best, [redacted] (D) ###-###-#### ---------------- The [redacted]