Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: *** *** Acct Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@westin.com
I researched the charges in questionI show that the guest was charged for a total of $($& $19) the day of check out (June
13)The card holder was issued a refund of $on June 16th for the higher amount of the parking charges that were posted to their folioWe show no other charges were posted under the *** card number provided
The only amount that the guest is being charged for is the $parking charge
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We paid for parking on a different card! I have said this AND provided the receipt now TWICE and no one is understanding ! When we checked in they asked us if we wanted parking billed to the room, we said yes! We then got a receipt in our email showing it was billed to the card we paid for the room with!
The card where the $was taken out was only to be used for additional charges as they ask for at the front desk at time of check in!
I have now shown that via a receipt that YOUR company sent us that we paid for parking with the OTHER card, so the $should have been refunded IN FULL since we ALREADY paid for parking and have submitted PROOF of this to your accounting dept which I am STILL almost a week later waiting for a call back from!
I do not understand why 1.) NO ONE in your company cares to return calls they promise to return 2.) why this is so complex and difficult to understand!
I am a Travel Agent with *** *** I will be sure to remember how my own family was treated by your hotel when referring and booking clients!
Final Business Response /* (4000, 9, 2015/06/30) */
Contact Name and Title: *** *** Acct Mgr
Contact Phone: XXX-XXX-XXXX
Tried to contact guest by phoneleft a voice mailSent an email to guest same day (6/24)did not hear backsent email on 6/asking that the guest contact the hotel in regards to the parking chargeMentioned in the email that if I did not hear back by the next day we would consider the matter resolvedShe emailed back on the 25th and sited they had a lot going on with an ill family member and they would contact me as soon as they couldAs of 6/they have not reached out to the hotelI would like to consider this matter resolved
Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: *** *** Acct Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@westin.com
I researched the charges in questionI show that the guest was charged for a total of $($& $19) the day of check out (June
13)The card holder was issued a refund of $on June 16th for the higher amount of the parking charges that were posted to their folioWe show no other charges were posted under the *** card number provided
The only amount that the guest is being charged for is the $parking charge
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We paid for parking on a different card! I have said this AND provided the receipt now TWICE and no one is understanding ! When we checked in they asked us if we wanted parking billed to the room, we said yes! We then got a receipt in our email showing it was billed to the card we paid for the room with!
The card where the $was taken out was only to be used for additional charges as they ask for at the front desk at time of check in!
I have now shown that via a receipt that YOUR company sent us that we paid for parking with the OTHER card, so the $should have been refunded IN FULL since we ALREADY paid for parking and have submitted PROOF of this to your accounting dept which I am STILL almost a week later waiting for a call back from!
I do not understand why 1.) NO ONE in your company cares to return calls they promise to return 2.) why this is so complex and difficult to understand!
I am a Travel Agent with *** *** I will be sure to remember how my own family was treated by your hotel when referring and booking clients!
Final Business Response /* (4000, 9, 2015/06/30) */
Contact Name and Title: *** *** Acct Mgr
Contact Phone: XXX-XXX-XXXX
Tried to contact guest by phoneleft a voice mailSent an email to guest same day (6/24)did not hear backsent email on 6/asking that the guest contact the hotel in regards to the parking chargeMentioned in the email that if I did not hear back by the next day we would consider the matter resolvedShe emailed back on the 25th and sited they had a lot going on with an ill family member and they would contact me as soon as they couldAs of 6/they have not reached out to the hotelI would like to consider this matter resolved