Trader Duke's Rstrnt & Lounge

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Good morning, and thank you for bringing this to our attention. On October 28th, the hotel did authorize the credit upon check in for the four nights at $per night which was booked on line through Hilton discount. When the guest stated that their rate was not
correct we honored the rate and discounted the first night stay to $same as the remainder nights of her stay (a total of nights)The guest associate was made aware of the error by the guest later that Saturday and the front desk associate corrected the original authorization which would clear the system after the batch closed. The guest checked out of the hotel with the corrected receipt in the amount of $703.95. According to the receipt the hotel records showed that corrections were made. Hotel discovered due to the batch not closing the refund sat idle along with the authorize of the corrected charge of $703.95. The guest called the hotel and spoke to the GM who initated a complete tracking of the charges, then reached out to *** debit/ credit card to ask for an immediate release of this first authorization of $1003.02. The bank insisted that they needed to have the guest on the phone to complete this task. After a lenghtly call with *** speakinig to clerk and her supervisor, we finally got a resolution. However, the supervisor then questioned the guest if she authorized the $charge and the guest stated NO, immediately the credit card bank (***) stated that the credit card was no longer valid. The hotel injected at the time that the charges were not fraudulent however, incorrect and we needed to release the original authorization, but they said they no longer could do this as the guest answered it was not valid charge. All could of been corrected at that time if the guest stated not fraudalent, the guest did not realize this would immediately cancel her credit card. Do to a recorded call we could not correct the statement therefore the debit/card was cancelled on the spot. The hotel tried several times to get the bank to understand that the amount of charge was overcharged due to a hotel rate only and that was corrected. The bank had originally received a credit from the hotel, however, that would not clear into her acccount until Monday. The new credit being issued would be delivered to guest on Monday as well. This was indeed a very unusal circumstance, this error should of cleared in a more timely manner. We apologized to the guest and shared that we have never had this difficulty when dealing with a credit bank. The use of debit card will deduct the entire amount of authorizations immediately. In good faith and good customer relationship we will authorize a refund to the guest in the amount o $299.07. Hotel will notify their management company to issue a check, this check may take up to days or less but will be mailed directly to the guest. Respectfully, *** ***, GM

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***