Wingate by Wyndham in Niagara falls

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowI responded to the business that I will did not make that other reservations as I have no knowledge of itThe only email they sent to me was for Reservation For all I know, they made that other reservations up and just used my credit card to chargeAnd not only that but my banking account was charged on different datesWhy if they state that I made two reservations on the same day, why would it be charged to my banking on different days? Regardless, they must prove that I made the reservations twice and not someone from their own business using my credit card Regards, [redacted] ***

We have replied twice to this caseWe have informed [redacted] that there were two valid reservations booked online Hello [redacted] , Thank you for contacting Wingate by Wyndham Customer Care Our Research Team has reviewed your concern and found that there were two valid reservations booked online Reservation was booked online on 03/for an arrival of 05/for one night at the rate of $total plus tax Reservation was booked online on 03/for an arrival of 05/for one night at the rate of $total plus tax I'm sorry, this was not a website error Please know that we truly appreciate your feedback and the opportunity to respond to your concerns Best Regards, Mary B Liaison, Customer Care

Our Research Team has reviewed [redacted] 's concern and found that there were two valid reservations booked online Reservation was booked online on 03/for an arrival of 05/for one night at the rate of $total plus tax Reservation was booked online on 03/for an arrival of 05/for one night at the rate of $total plus taxPlease find attached copies of the her two folios provided by the property If [redacted] believes her credit card was used fraudulently, please advise her to work with her financial institution for resolutionThank you, Mary B Liaison, Customer Care

Dear Contact: Thank you for notifying our office of the concern filed by [redacted] at the Wingate property in Niagara Falls, NY Our brands are committed to assuring that all of its properties provide great service and quality accommodationsThis guest’s comments have made us aware of an instance when one of our properties did not meet a valued customer’s expectations We regret that the guest had to contact you and our office regarding his concerns with the property Each property is independently owned and operated under a franchise This means that the property’s management is responsible for meeting brand standards and for day-to-day operations After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest Once again, we apologize for any inconvenience this may have caused If your offices require more information on this matter, please contact me directly at [redacted] Thank you!

Thank you for notifying our office of the concern filed by *** *** at the Wingate by Wyndham property in Niagara Falls, NY. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest serviceCustomer Care would like to offer the guest 15,Wyndham Rewards points - enough for one free night at any participating Wyndham Rewards hotel worldwide - as a gesture of goodwillPlease have the guest contact me directly at *** to have the points placed into his Wyndham Rewards account. Thank you, Mary B. Liaison, Customer Care

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards,  [redacted]    The reservation was guaranteed by a NY State credit card. If there was a problem with the card (including error on inputting the number) the hotel never contacted me to see if the card was good or if I had another card. The hotel just cancelled my reservation. If you view the attached file you will see it clearly states the hotel doesn't do government rates in season (although it was done at that rate when I booked the reservation). Clearly the hotel wanted more money for the room (as the sold out during the nights I had booked) and that is why they cancelled the reservation

We have replied twice to this case. We have informed [redacted] that there were two valid reservations booked online.
Hello [redacted],

 

Thank you for contacting Wingate by Wyndham Customer Care.   Our Research Team has reviewed your concern and found that there were...

two valid reservations booked online. 

Reservation 38515246 was booked online on 03/26 for an arrival of 05/18 for one night at the rate of $93.49 total plus tax.

Reservation 38576367 was booked online on 03/26 for an arrival of 05/18 for one night at the rate of $93.49 total plus tax.
I'm sorry, this was not a website error.   Please know that we truly appreciate your feedback and the opportunity to respond to your concerns.
Best Regards,
Mary B.

Liaison, Customer Care

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I responded to the business that I will did not make that other reservations as I have no knowledge of it. The only email they sent to me was for Reservation 38576367. For all I know, they made that other reservations up and just used my credit card to charge. And not only that but my banking account was charged on different dates. Why if they state that I made two reservations on the same day, why would it be charged to my banking on different days? Regardless, they must prove that I made the reservations twice and not someone from their own business using my credit card.  Regards,  [redacted]

We have notified the property of the Mr. [redacted]'s complaint and have been advised that the reservation was canceled because the credit card declined. The hotel stated that it is their policy that if a room is not held with a valid credit card the room is not guaranteed and the reservation will be canceled. On 7/11/2017, the property advised that they will reach out to Mr. [redacted] and offer to send him a copy of the log.  Please let me know if I may be of further assistance.   Best Regards,  Mary B.   Liaison, Customer Care Wyndham Hotel Group

Our Research Team has reviewed [redacted]'s concern and found that there were two valid reservations booked online.   Reservation 38515246 was booked online on 03/26 for an arrival of 05/18 for one night at the rate of $93.49 total plus tax.  Reservation 38576367 was booked online on 03/26 for an arrival of 05/18 for one night at the rate of $93.49 total plus tax. Please find attached copies of the her two folios provided by the property.   If [redacted] believes her credit card was used fraudulently, please advise her to work with her financial institution for resolution. Thank you,   Mary B.  Liaison, Customer Care

Dear Contact:   Thank you for notifying our office of the concern filed by [redacted] at the Wingate property in Niagara Falls, NY.  Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guest’s comments have made us aware...

of an instance when one of our properties did not meet a valued customer’s expectations.  We regret that the guest had to contact you and our office regarding his concerns with the property.  Each property is independently owned and operated under a franchise.  This means that the property’s management is responsible for meeting brand standards and for day-to-day operations.  After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.  Once again, we apologize for any inconvenience this may have caused.    If your offices require more information on this matter, please contact me directly at [redacted]. Thank you!