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Vertex Hotel Management, LLC

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Reviews Vertex Hotel Management, LLC

Vertex Hotel Management, LLC Reviews (3)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: The facts stated in the business's response are not accurate nor truthful My "story" has never changed I have over pages of documentation supporting my "story" that include many attempts to reach a representative from Vertex (they gave me the same excuse about being our of the country; coincidentally, Steve Covert gave the same excuse as well)I have proof that they charged me over $and then later changed the charges to approx $ The company did not complete the request by sending the confirmation numbers for the rooms as per their policy, which prevented the people requesting rooms to secure the rooms with a method of paymentAll hotel information that Vertex receives if via the [redacted] page [redacted] website for hotel requests is the go between between the teams and Vertex I repeatedly requested contact information for Vertex [redacted] IT person verified that the change to commuter status was completed well before the March deadline when [redacted] was going to send the data to Vertex, so they should have received the change to commuter status via the same channels that they received the request and my credit card information Furthermore, the communication regarding the booking process specifically state to notify Vertex if any rooms are to be dropped from the club's block, not the hotel Vertex was notified in writing on Jan 23, at 12:PM that we were planning to change to commuter status due to lack of response from them and inability to finalize the booking request because they did not provide the confirmation numbers This was sent to both Steve Covert and [email protected] per the instructions sent by Steve Covert.The email dated Feb from Steve Covert was after I had notified Vertex about the change to commuter status.Upon receipt of the email Vertex referenced in their correspondence (that listed the deadline for credit card information to be sent and charged), I did in fact respond to this email The statement that Vertex does not "get involved with credit card information" in inaccurate as they were the ones that provided my credit card number to the hotel, months after it was deleted from the [redacted] system and many weeks prior to the cancellation deadline I did contact the hotel on December and was told that there was no record of the reservation.I did contact both [redacted] and Vertex repeatedly between December and March to resolve the issue and received only one unhelpful response (the excuse of being out of the country and the instruction to use the individual confirmation numbers to secure the room- which we NEVER received).Vertex never "reached out to me", they finally responded to my repeated attempts to contact them for assistance on Feb ( I still needed assistance and I responded that we were changed to commuter status and no longer needed their service (response sent to them Feb 3, at 2:47PM) While the charges were posted by [redacted] of Lancaster and not Vertex, the charges are a result of Vertex's negligence in following their own policies and stated procedures Also, they provided my credit card information to the hotel AFTER the request was cancelled, they were notified of the change and the credit card information was removed from the system They provided my credit card information in violation of the contracted terms of service Regards, [redacted] ***

Dear *** *** ***:This letter is in response to the complaint submitted to the Revdex.com on 5/9/with the assigned Revdex.com Complaint ID: ***We have reviewed the situation and recognize the importance of resolving this matterMy apologizes for taking so long but I was out
of the country for weeks To begin with this is a time line of the issue from our side December 4, this customer requested a block of rooms for stay on 3/10-3/11/with the hotel of their choice on Vertex Hotel Management's online systemThe request was sent directly to the hotel for bookingThe rooms were approved and she was requested to submit a rooming listThis was completed by the Customer as seen in page #1February 10, the customer received "commuter status" from the tournament host, *** ***, resulting in no need for hotel rooms, but failed to notify the hotel or Vertex*** runs the event (scheduling, results, rosters etc.) but not the hotel side of the tournament #2February 21, the customer was emailed by Steve Covert about room block deadlinesIn which it was rooming lists and the fact that credit cards will be charged is noted, with no response from the customer#3March 10, the customer did not show and was charged by the hotel for vacant rooms on March 11, By the hotel, Vertex does not get involved with the Credit card informationThe customer did not at any time request a cancellation of the rooms with the hotel or Vertex Hotel ManagementWhen our staff reached out to the customer they were assured by the customer she did not need assistancePlease find the attached emails as all correspondence with the customer and copy of request for rooms, as well as a copy of receipt from hotel as proof Customer was not charged by Vertex Hotel Management

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: The facts stated in the business's response are not accurate nor truthful.  My "story" has never changed.  I have over 30 pages of documentation supporting my "story" that include many attempts to reach a representative from Vertex (they gave me the same excuse about being our of the country; coincidentally, Steve Covert gave the same excuse as well). I have proof that they charged me over $6000 and then later changed the charges to approx $1200.  The company did not complete the request by sending the confirmation numbers for the rooms as per their policy, which prevented the 10 people requesting rooms to secure the rooms with a method of payment. All hotel information that Vertex receives if via the [redacted] page.  [redacted] website for hotel requests is the go between between the teams and Vertex.  I repeatedly requested contact information for Vertex.  [redacted] IT person verified that the change to commuter status was completed well before the March deadline when [redacted] was going to send the data to Vertex, so they should have received the change to commuter status via the same channels that they received the request and my credit card information.  Furthermore, the communication regarding the booking process specifically state to notify Vertex if any rooms are to be dropped from the club's block, not the hotel.  Vertex was notified in writing on Jan 23, 2017 at 12:32 PM that we were planning to change to commuter status due to lack of response from them and inability to finalize the booking request because they did not provide the confirmation numbers.  This was sent to both Steve Covert and [email protected] per the instructions sent by Steve Covert.The email dated Feb 21 from Steve Covert was after I had notified Vertex about the change to commuter status.Upon receipt of the email Vertex referenced in their correspondence (that listed the deadline for credit card information to be sent and charged), I did in fact respond to this email.  The statement that Vertex does not "get involved with credit card information" in inaccurate as they were the ones that provided my credit card number to the hotel, months after it was deleted from the [redacted] system and many weeks prior to the cancellation deadline.  I did contact the hotel on December 12 and was told that there was no record of the reservation.I did contact both [redacted] and Vertex repeatedly  between December and March to resolve the issue and received only one unhelpful response (the excuse of being out of the country and the instruction to use the individual confirmation numbers to secure the room- which we NEVER received).Vertex never "reached out to me", they finally responded to my repeated attempts to contact them for assistance on Feb 3 ( I still needed assistance and I responded that we were changed to commuter status and no longer needed their service (response sent to them Feb 3, 2017 at 2:47PM). 
While the charges were posted by [redacted] of Lancaster and not Vertex, the charges are a result of Vertex's negligence in following their own policies and stated procedures.  Also, they provided my credit card information to the hotel AFTER the request was cancelled, they were notified of the change and the credit card information was removed from the system.  They provided my credit card information in violation of the contracted terms of service.
Regards,
[redacted]

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Address: 923 Richmond Rd, Windsor, Pennsylvania, United States, 17366

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