Urban Boutique Hotel

Hello Mrs [redacted] , I am more than happy to address this matter with youWhen a guest has pre-paid for their room, we will tell you that you took care of your payment online however, at the time of check out we are not allowed to question your possession of valuablesThe safe charge is optional can be removed only per requestThe safe charge is $per day plus taxThe safe does not record the guests' useThat is why this service is based upon the "Honor System"There is signage in the lobby and in the room notifying the guest of it's optional to chargeThe signage in the lobby which states, "If you do not use the safe, you may request that we remove this charge." On 6/17/We did adjust the safe charge for the guest, and I have attached their folio showing this transaction When we adjust a transaction, we inform the guest to allow 3-business days for the transaction to go throughKind regards, [redacted] Urban Boutique HotelColumbia StSan Diego CA

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I would like to thank the hotel for providing me a screencapture of the fee adjustment, but since it comes from the hotel's record system, it still does not sufficiently prove that the hotel has requested its bank to transfer the money back to my credit card, and so it is still not a sufficient proof of the refundOn my half, I have asked my bank how long it takes for this type of refund to complete, and I was told that it usually takes only to monthsMy refund has taken more than three months now, and still not settledTo clarify the matter, I demand that the hotel kindly provide documentary proof of the bank transaction of the refund (with date, bank name, transaction number for follow-up), if such a transaction has already been requested Regards, [redacted] ***

The customer was refunded for safe charges on april of and the metal plate informing customers its posted on the lobby for guest to read.Why do we auto post?*many guest feel it is an invasion of privacy if you were to ask if they wanted to use the guest room safe.*many guest do not feel comfortable disclosing to the front desk or anyone else in the lobby that they are carrying valuables.*if the customer decide not to use the safe , just let us know at check-out and we will be happy to remove the charge for you.Having safe inside every room its a most and the honor system applies to everyoneWe use the company SAFEMARK SYSTEMS for more informationRegards

Hello,We are sorry you are not happy with having to pay for the damages you createdWe stand by the charges [redacted] **

The customer was refunded for safe charges on april of and the metal plate informing customers its posted on the lobby for guest to readWhy do we auto post? *many guest feel it is an invasion of privacy if you were to ask if they wanted to use the guest room safe.*many guest do not feel comfortable disclosing to the front desk or anyone else in the lobby that they are carrying valuables*if the customer decide not to use the safe , just let us know at check-out and we will be happy to remove the charge for youHaving safe inside every room its a most and the honor system applies to everyoneWe use the company SAFEMARK SYSTEMS for more information Regards

HelloThe amount requested has been refunded to customer long agoAnd we have no problem talking to your bank to help you get your money please contact them and confirm with the document enclosed. Regards

Hello Mrs***,
"">I am more than happy to address this matter with youWhen a guest has pre-paid for their room, we will tell you that you took care of your payment online however, at the time of check out we are not allowed to question your possession of valuablesThe safe charge is optional can be removed only per requestThe safe charge is $per day plus taxThe safe does not record the guests' useThat is why this service is based upon the "Honor System"There is signage in the lobby and in the room notifying the guest of it's optional to charge. The signage in the lobby which states, "If you do not use the safe, you may request that we remove this charge."
On 6/17/We did adjust the safe charge for the guest, and I have attached their folio showing this transaction When we adjust a transaction, we inform the guest to allow 3-business days for the transaction to go through
Kind regards,
*** ***
Urban Boutique Hotel
Columbia St
San Diego CA

Hello Mrs***, I am more than happy to address this matter with youWhen a guest has pre-paid for their room, we will tell you that you took care of your payment online however, at the time of check out we are not allowed to question your possession of valuablesThe
safe charge is optional can be removed only per requestThe safe charge is $per day plus taxThe safe does not record the guests' useThat is why this service is based upon the "Honor System"There is signage in the lobby and in the room notifying the guest of it's optional to charge. The signage in the lobby which states, "If you do not use the safe, you may request that we remove this charge." On 6/17/We did adjust the safe charge for the guest, and I have attached their folio showing this transaction When we adjust a transaction, we inform the guest to allow 3-business days for the transaction to go through. Kind regards, *** ***Urban Boutique HotelColumbia StSan Diego CA

Hello
The amount requested has been refunded to customer long agoAnd we have no problem talking to your bank to help you get your money please contact them and confirm with the document enclosed
Regards

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed
action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

The customer was refunded for safe charges on april 2 of 2016  and the metal plate informing customers its posted on the lobby for guest to read.Why do we auto post?*many guest feel it is an invasion of privacy if you were to ask if they wanted to use the guest room safe.*many guest do not feel...

comfortable disclosing to the front desk or anyone else in the lobby that they are carrying valuables.*if the customer decide not to use the safe , just let us know at check-out and we will be happy to remove the charge for you.Having safe inside every room its a most and the honor system applies to everyone. We use the company SAFEMARK SYSTEMS for more information. Regards

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would like to thank the hotel for providing me a screencapture of the fee adjustment, but since it comes from the hotel's record system, it still does not sufficiently prove that the hotel has requested its bank to transfer the money back to my credit card, and so it is still not a sufficient proof of the refund.On my half, I have asked my bank how long it takes for this type of refund to complete, and I was told that it usually takes only 1 to 2 months. My refund has taken more than three months now, and still not settled.To clarify the matter, I demand that the hotel kindly provide documentary proof of the bank transaction of the refund (with date, bank name, transaction number for follow-up), if such a transaction has already been requested.
Regards,
[redacted]

Hello,We are sorry you are not happy with having to pay for the damages you created. We stand by the charges. [redacted]

The customer was refunded for safe charges on april 2 of 2016  and the metal plate informing customers its posted on the lobby for guest to read.
Why do we auto post?
*many guest feel it is an invasion of privacy if you were to ask if they wanted to use the guest room...

safe.*many guest do not feel comfortable disclosing to the front desk or anyone else in the lobby that they are carrying valuables.
*if the customer decide not to use the safe , just let us know at check-out and we will be happy to remove the charge for you.
Having safe inside every room its a most and the honor system applies to everyone. We use the company SAFEMARK SYSTEMS for more information.
 
Regards

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would like to thank the hotel for providing me a screencapture of the fee adjustment, but since it comes from the hotel's record system, it still does not sufficiently prove that the hotel has requested its bank to transfer the money back to my credit card, and so it is still not a sufficient proof of the refund.
On my half, I have asked my bank how long it takes for this type of refund to complete, and I was told that it usually takes only 1 to 2 months. My refund has taken more than three months now, and still not settled.
To clarify the matter, I demand that the hotel kindly provide documentary proof of the bank transaction of the refund (with date, bank name, transaction number for follow-up), if such a transaction has already been requested.
Regards,
[redacted]

Review: Urban Boutique Hotel used a scam approach to bill additional charges to customer's credit card 1 day after check-out for an in-room safe, which was not mentioned by the hotel reception staff during check-in or check-out. The room had been booked and paid in full through Expedia before, and no other service charges should have applied. Of most concern was that neither of the two separate hotel staff members at check-in or check-out mentioned anything regarding charges for an in-room safe, which was not used anyway. Upon calling the hotel afterwards to inquire regarding the suspicious additional credit card charges, they explained that they were familiar with this inquiry and would reimburse this additional in-room safe charge to the customer's credit card, which however they never did.Desired Settlement: Reimbursement of the charges and discontinuing this scam approach of hidden, undisclosed charges to customers' credit cards after check-out.

Business

Response:

Hello Mrs. [redacted],