2/10/2015 Dear Ms. [redacted], In reference to ID#[redacted], Ms. [redacted] did make an online reservation for 1 double bed.Upon check-in the room type was verified and that's when Ms.[redacted] stated she needed a room with 2 beds. Ms. [redacted] assumed booking a double bed room meant she would get a room with 2 beds....
Any paperwork you need to show she booked a room for 1 double bed I can provide. Upon the request of a room with 2 beds, it did raise the price up. Although, Ms. [redacted] was initially charged the amount of $96.89, I did refund her the difference of $19.57, to reflect the amount she booked online. The refund was issued to her credit card on 02/04/2015. Unfortunately, a full refund will not be issued to Ms. [redacted]. Although I understand her aggravation and I do apologize for the misunderstanding of her reservation, I did work that today and some of the things Ms. [redacted] is stating did not happen. Out of respect, I will not call a guest a liar, nor will I argue with them. For her frustrations for the price in the booking, is the reason why she will only receive a refund for the $19.57, which I can also provide documentation of if needed. If you have any further questions, please feel free to contact me. Sincerely, [redacted] General Manager [redacted]@krivahotels.com 432-[redacted] Midland, TX [redacted]
2/10/2015 Dear Ms. [redacted], In reference to ID#[redacted], Ms. [redacted] did make an online reservation for 1 double bed.Upon check-in the room type was verified and that's when Ms.[redacted] stated she needed a room with 2 beds. Ms. [redacted] assumed booking a double bed room meant she would get a room with 2 beds....
Any paperwork you need to show she booked a room for 1 double bed I can provide. Upon the request of a room with 2 beds, it did raise the price up. Although, Ms. [redacted] was initially charged the amount of $96.89, I did refund her the difference of $19.57, to reflect the amount she booked online. The refund was issued to her credit card on 02/04/2015. Unfortunately, a full refund will not be issued to Ms. [redacted]. Although I understand her aggravation and I do apologize for the misunderstanding of her reservation, I did work that today and some of the things Ms. [redacted] is stating did not happen. Out of respect, I will not call a guest a liar, nor will I argue with them. For her frustrations for the price in the booking, is the reason why she will only receive a refund for the $19.57, which I can also provide documentation of if needed. If you have any further questions, please feel free to contact me. Sincerely, [redacted] General Manager [redacted]@krivahotels.com 432-[redacted] Midland, TX [redacted]