Alliance Reservations Network

We have made several attempts to contact [redacted] through phone and email and she has not responded to us.  Mrs. [redacted] did purchase a prepaid hotel room.  When she checked in, there was a problem with the form of payment provided to the hotel so the hotel did place an...

authorization on Mrs. [redacted] credit card.  However, once the payment issue was resolved, the hotel advised us that the authorization they had place on her card was removed.  Since Mrs. [redacted] has not responded to us to either confirm or deny the hotels statement, we now consider this matter closed.Thank you,
Edward W[redacted]

The guest contacted our company on 10/25/16 to change the room type. Unfortunately, the booking that the guest booked was a NON-REFUNDABLE booking as stated by the hotel, [redacted] Express Denver Downtown. Our company and the...

guest must adhere to the hotel's cancellation policy as stated in the guest's reservation receipt. The guest was notified and agreed to this policy upon paying for the booking (please see attached reservation receipt - cancellation policy is in print). Once we notified the guest that we could not change the room type because there was a NON-REFUNDABLE policy in place, she stated that she would dispute the hotel booking with her bank. This policy was not set by our company, it was set by the hotel, [redacted] Express Denver Downtown. We are being charged in full by the hotel for the guest's booking, therefore the cancellation policy must be upheld. We have yet to receive a dispute from the guest's bank or our merchant services.

Thank you for notifying us of the customer’s concern regarding her stay at [redacted]. We spoke to the guest on 11/13/15, as she contacted us via email after her departure. She notified us that although she did stay the...

full 5 nights from 11/4 to 11/9, she was not happy with the rooms, and was seeking a partial credit for the hotel reservation. She advised that during her stay, the hotel relocated her 4 times to assist with the concerns that she had in regards to room quality & features; but, even after each move, she was still unhappy with the room provided. We contacted the hotel to get further information, and were advised by staff that the hotel did everything within its power to address her concerns each time she came to the front desk, however, the hotel staff felt that she was seeking an upgraded room without having to pay the upgrade fee that the hotel requires. We offer two phone numbers that guests can call during their stay, for normal business hours and after-hours, our staff has no record of any contact from her during her stay. Had we received notification that she was experiencing issues, we could have negotiated with the staff for upgrades, or assisted her with relocation. However, since we only heard about her concerns days after her stay at the hotel had ended, and since the guest made full use of the room, the hotel was ultimately unwilling to offer any monetary compensation. As an Agency, we have no control over the cleanliness hotels. We offer [redacted] ratings on the hotels so our guests can make informed selections based on those reviews. As an advocate for our guests, and as a sign of good faith, we offered the guest a $50 [redacted] voucher. We are very sorry to hear that she experienced poor quality issues at the hotel, and we have taken additional steps to ensure the management at the hotel is aware of the guest’s concerns and will remove the hotel from our list of hotel options should they ignore our correspondence.

Thank you for allowing us the opportunity to respond to this complaint. Prior to a customer placing a booking with us, we make it very clear what the room rate is, what the taxes will be, what the service charge is, and what the cancellation policy is. Our customer has to review all of this...

information, and then click a box confirming that they understand all the details about their reservation. Our service fees are completely separate from a hotels cancellation fees. While we are under no obligation to refund Ms [redacted] any, or all of the service fee she paid, we will refund her the remaining $30.00 she paid (the other $30.00 has already been refunded). This credit will appear on her statement within 14 business days. We hope that Ms [redacted] has a nice holiday season, and will see fit to utilize our services in the future.

I was not even aware who handled the complaint situation.  I first contacted the company through which I booked Seagull before they route me to Alliance.  Furthermore it is not my job to contact various agencies during my stay.  It was the hotels job to figure out an appropriate compensation for the inconvenience they've created. The fact that they are lying about my trying to get an upgrade is preposterous.  I was looking to stay in a room with did NOT reek of weed,  a room that HAD ELECTRICITY   and a room that was NOT covered in hair and seven.  I think that's a reasonable request.  They have wasted my time by switching me to these disgusting rooms and they were unwilling to provide compensation on site.  As you can see this has been an arduous process getting this resolved,  so they are saying I should have wasted my entire vacation on this back and forth bickering? As I mentioned earlier,  restaurant . com is not a reputable company and requires me to spend my own money in order to take advantage of this so called gift card.  It doesn't make sense that I should be compensated for my inconvenience by forcing me to spend money.  I already told Charles that he needs to send me a normal gift card like [redacted]  etc  and not force me to participate in the scheme that they have going on with restaurant. Com

Ms. [redacted], 
We absolutely agree with your statement: “Furthermore it is not my job to contact various agencies during my stay.  It was the hotels job to figure out an appropriate compensation for the inconvenience they've created.” And we support you in your attempts to do just that. As an agency will have only limited leverage it getting an independent hotel to do their job responsibly. First, on your behalf, we can contact the hotel and request a reasonable settlement for your inconvenience (which we have done and they refused to offer any compensation). Second, we can threaten to remove them from all future bookings through our network if we feel they have treated our customers unfairly (again, which we have done based on your complaint). 
 
Regarding the restaurant.com voucher, for some perspective, Alliance makes less than $5. for each reservation made through our online network. I feel you are looking for compensation from the wrong party.  We certainly did nothing wrong. We want to try our be our customer’s advocate; but ultimately, we don’t own or manage this property, so we cannot dictate to them the amount of money you feel they should be refunded.

I recently booked a hotel in Chicago with this company. I received a confirmation email on 4/28 that I had paid for the hotel room which was for 5/28/2016. I arrived early at the hotel to start the check in process. To my surprise, they indicated they had no record of the reservation. They recommended I reach out to the travel agency to try and resolve the issue. The number on the confirmation was to an automated system that took me through a loop and would hang up on me. Luckily, I was able to log onto my credit card's account and find a phone number under the charge. I was finally able to get in contact with a customer service representative who assured me she would reach out to the hotel and correct the issue and would call me back. I did not feel comfortable with this, however she did not give me any other option. So, I agreed. 30 minutes later, I had not received any return call or update, so I decided to call back. When I called back, the rep indicated that the initial rep was working on my issue still and would give me a call back. By this time, I was researching to make a reservation somewhere else as my hotel was totally booked. 20 minutes later, still no return call. I call back and the 3rd rep stated that there was no record of my call. Now I'm furious and start asking for my money back. She indicated that could not happen. I then attempted to escalate to a supervisor as it was obvious they were giving me the runaround. Immediately after my request, she was able to find that the original rep is working with the hotel and my reservation would show up in 10 minutes! I obviously didn't trust them, but had no choice but to wait. So, 10 minutes later I go to check in again. When I go to check in, they did tell me that they were on the phone with this travel agency, but they still have not resolved the issue. An hour passed and the hotel advised me that the travel agency agreed to book a hotel in their sister property across the street. I arrive at the other hotel, and they had not yet received the reservation (surprise). I call back, they indicate that they decided to refund my money. They never even called to let me know this is how they were resolving my issue. So, long story short, I had to pay $150 extra for a hotel room somewhere else because this company did not file my reservation. We also wasted 3 hours to try and get the issue resolved which wasn't every truly resolved.

[redacted] contacted our customer service department on 8/11/15 stating the the resort fee and cleaning fee was not disclosed at the time of purchase.  Our agent reviewed the site and found that the fees were disclosed prior to booking.  The customer seemed satisfied with this...

response.  He asked that a screen shot be sent to him.  I have attached a screen shot from our booking engine for this hotel.  With the screen shot I have placed a red border around the area where the fees were disclosed.  Here is the exact wording disclosed to the customer prior to the customer confirming their booking.Mandatory Fees and TaxesYou'll be asked to pay the following charges at the hotel:Cleaning fee: USD 154 per accommodation, per stayEnergy surcharge: USD 40 per accommodation per stayResort fee: USD 35.00 per accommodation, per stayWe have included all charges provided to us by the property. However, charges can vary, for example, based on length of stay or the room you book.If you need any additional information, please contact me at [redacted]Thank you for this opportunity to respond