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Upscale Downstairs Reviews (16)

On 7/11/we received D [redacted] ***’s reservation request for night’s hotel accommodations in Puerto Vallarta, for one of our promotional packages he received from a sports bar & grill that we had sold the packages toOn 7/12/we sent MrS [redacted] an e-mail acknowledging our receipt of his request and informing him that we would process his hotel request approximately days prior to his first requested check in dateWe show that the e-mail was successfully deliveredThe dates for his hotel stay he was requesting are in February and March of On 7/24/we received a phone call from the owner of the business we had sold the packages to, asking us to contact MrS***, because he had complained to them that he had not heard anything from usOn that same day, 7/24/17, our travel concierge spoke with MrS [redacted] and gave him different options for flights and hotel stays according to his wishes for his vacationOn 7/26/our travel concierge followed up on their conversation from two days before and contacted MrS [redacted] by phoneHe informed us that he would discuss the options we had given him with his wife and would then contact us with his decisionMrS [redacted] contacted us today, 7/28/17, with his decision and we finalized and completed his bookingHe informed our booking agent he was very happy with the outcomeIt appears this entire situation was simply a miscommunication and misunderstandingPerhaps the e-mail we sent to MrS [redacted] the day after we received his request went to his junk mail and he never viewed it as the contact information for our reservation department is on that e-mail

The package MsJankowski had required a $non refundable processing feeWe have since eliminated this requirement from our Mexico giveaway packagesIn an effort to maintain good customer care we have issued the remaining $on 1/19/to MsJankowski

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11943531, and find that this resolution is satisfactory to me Regards, L [redacted]

The delay in making Mrs ***'s reservation was awaiting confirmation of availability from the hotels we maintain contracts with in Honolulu due to it being peak season during the dates she wanted to goWe eventually found the dates available in April which is when Mrs [redacted] wanted to go and was acceptable to herWe have secured her reservation and have already sent her confirmation to her and she is guaranteed to check in 4/12/for nights

Complaint: 11636666I am rejecting this response because: They hung up on me without any explainationI was not abusive The southwest fare rates were so much lower thsn than their inflated rates of for two people round trip I will not accept this case as closed until after my free trip is completed and I have received my dollar refund is in my account I am also waiting for my discount coupon book Regards, D [redacted] ***

We received MsZ***'s reservation request on 7/16/and she was requesting to check in at one of the hotels we work with on 10/16/Two days after receiving her request we sent her an e-mail acknowledging our receipt of her request and informing her we would process her reservation to days before her check in dateOn 8/16/she contacted our office and spoke with our office manager stating she had not yet received her hotel confirmationOur manager collected the info to pass on to the reservations deptShe said that MsZ [redacted] was verbally abusive to her, using foul language, to the point where our manager informed her that she was disconnecting the call, which she didOn 8/17/we made the reservation for MsZ [redacted] and on 8/18/e-mailed confirmation to herIn regards to her complaint regarding the companion airfare, we only distribute the air vouchers and they are fulfilled by another company, Companion Airfare, and we have no input in regards to their pricingAs these vouchers are not our product, we do not sell them, they are given away along with purchase of our product, which is the hotel accommodationIn an attempt to maintain good cust svc, we have refunded MsZ [redacted] the $processing fee that she was requesting on 8/18/However, we did check with Companion Air and for the dates she is travelling and the cities to and from, their lowest price was $round trip for two peopleWe then checked Southwest and their anytime fares are $for two peopleIn regards to the other $MsZ [redacted] is requesting we refund, that is a fully refundable deposit upon completion of her stay which is simply a guarantee for the hotel reservationThe only way she would lose that is if she is a no show at the hotel and has not contacted us previously to cancel her reservation

We had been in contact with MrE [redacted] regarding his request for a refundHe was informed that our return for refund policy is full refund up to thirty days from the date of purchaseHe first contacted us approximately sixty days after his purchaseHe was informed that we would do what we could to try and accommodate himAt that point he had the merchandise and it had not been returnedWe finally came to an agreement last week on 10/22/with MrE [redacted] and issued him a partial refund and also allowing him to keep the merchandiseWe refunded the exact amount that MrE [redacted] requested

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10872881, and find that this resolution is satisfactory to me
Regards,
T*** *

The delay in making Mrs [redacted]'s reservation was awaiting confirmation of availability from the hotels we maintain contracts with in Honolulu due to it being peak season during the dates she wanted to go. We eventually found the dates available in April which is when Mrs [redacted] wanted to go and was...

acceptable to her. We have secured her reservation and have already sent her confirmation to her and she is guaranteed to check in 4/12/17 for 7 nights.

The package Ms. Jankowski had required a $39.00 non refundable processing fee. We have since eliminated this requirement from our Mexico giveaway packages. In an effort to maintain good customer care we have issued the remaining $39.00 on 1/19/17 to Ms. Jankowski.

Our Office Manager would beg to differ. However, participating in a "he said, she said" situation is counterproductive. As per Ms. Zolno's request we issued a refund yesterday for the remaining $30.00 reservation deposit in an effort to bring a close to this matter. Her hotel reservation for 10/16/16 is still intact and will remain so and we have already paid for it. To reiterate to our first response, we have no control over the pricing for airfares with Companion Air. However, after checking again on their site prior to writing this, we found the lowest price they offered for Ms. Zolno's route and travel dates to still be $183.50 round trip per person, not $250.00 per person as she claims.

We had been in contact with Mr. E[redacted] regarding his request for a refund. He was informed that our return for refund policy is full refund up to thirty days from the date of purchase. He first contacted us approximately sixty days after his purchase. He was informed that we would do what we could...

to try and accommodate him. At that point he had the merchandise and it had not been returned. We finally came to an agreement last week on 10/22/15 with Mr. E[redacted] and issued him a partial refund and also allowing him to keep the merchandise. We refunded the exact amount that Mr. E[redacted] requested.

We received Ms. Z[redacted]'s reservation request on 7/16/16 and she was requesting to check in at one of the hotels we work with on 10/16/16. Two days after receiving her request we sent her an e-mail acknowledging our receipt of her request and informing her we would process her reservation 45 to 60...

days before her check in date. On 8/16/16 she contacted our office and spoke with our office manager stating she had not yet received her hotel confirmation. Our manager collected the info to pass on to the reservations dept. She said that Ms. Z[redacted] was verbally abusive to her, using foul language, to the point where our manager informed her that she was disconnecting the call, which she did. On 8/17/16 we made the reservation for Ms. Z[redacted] and on 8/18/16 e-mailed confirmation to her. In regards to her complaint regarding the companion airfare, we only distribute the air vouchers and they are fulfilled by another company, Companion Airfare, and we have no input in regards to their pricing. As these vouchers are not our product, we do not sell them, they are given away along with purchase of our product, which is the hotel accommodation. In an attempt to maintain good cust svc, we have refunded Ms. Z[redacted] the $16.95 processing fee that she was requesting on 8/18/16. However, we did check with Companion Air and for the dates she is travelling and the cities to and from, their lowest price was $367.00 round trip for two people. We then checked Southwest and their anytime fares are $1035.00 for two people. In regards to the other $30.00 Ms. Z[redacted] is requesting we refund, that is a fully refundable deposit upon completion of her stay which is simply a guarantee for the hotel reservation. The only way she would lose that is if she is a no show at the hotel and has not contacted us previously to cancel her reservation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11943531, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

Complaint: 11636666I am rejecting this response because:
 They hung up on me without any explaination. I was not abusive.  The southwest fare rates were so much lower thsn than their inflated rates of 500 for two people round trip.  I will not accept this case as closed until after my free trip is completed and I have received my 30 dollar refund is in my account.  I am also waiting for my discount coupon book.
Regards,
D[redacted]

On 7/11/17 we received D[redacted]’s reservation request for 7 night’s hotel accommodations in Puerto Vallarta, for one of our promotional packages he received from a sports bar & grill that we had sold the packages to. On 7/12/17 we sent Mr. S[redacted] an e-mail acknowledging our receipt of his...

request and informing him that we would process his hotel request approximately 60 days prior to his first requested check in date. We show that the e-mail was successfully delivered. The dates for his hotel stay he was requesting are in February and March of 2018. On 7/24/17 we received a phone call from the owner of the business we had sold the packages to, asking us to contact Mr. S[redacted], because he had complained to them that he had not heard anything from us. On that same day, 7/24/17, our travel concierge spoke with Mr. S[redacted] and gave him different options for flights and hotel stays according to his wishes for his vacation. On 7/26/17 our travel concierge followed up on their conversation from two days before and contacted Mr. S[redacted] by phone. He informed us that he would discuss the options we had given him with his wife and would then contact us with his decision. Mr. S[redacted] contacted us today, 7/28/17, with his decision and we finalized and completed his booking. He informed our booking agent he was very happy with the outcome. It appears this entire situation was simply a miscommunication and misunderstanding. Perhaps the e-mail we sent to Mr. S[redacted] the day after we received his request went to his junk mail and he never viewed it as the contact information for our reservation department is on that e-mail.

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Address: 4745 W. 136th St., Ste. 15, Leawood, Kansas, United States, 66224

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