Comfort Suites Humble Houston North- Franchise

Sent: Tuesday, February 21, 2:PM Subject: Assigned ID [redacted] Good Afternoon, We have received a complaint from a customer named [redacted] ***, he was a guest that had reserved a room at our hotel for the date of January 25th, He called the hotel on January 26th to confirm him reservation for the 26th, that is when the front desk informed him he was a no show for his reservation which was booked for January 25thThe guest then said he had tried to switch his reservation online from the 25th to the 26th, and received an errorThe customer did not contact the hotel prior to the date after his arrival, the customer when he called the date afterwards he was informed he was charged for the night he did not show up for his reservation since we had held the room under his name all day and night longHe then started using vulgar language towards the staff at the facility, after which the customer complained to the corporate office and Revdex.comThe customer was advised to contact the hotel directly into the future for any reservations, especially if he was having errors in making changes online, to have the changes confirmed directlyCustomer did not like the advise and continued with vulgar languageCustomer was informed the hotel was booked solid and would have been able to sell the room to other looking for accommodations, had he contacted the hotel directlyThank you [redacted] General Manager Comfort Suites Humble Houston North, (TX547) hotel 281-359-xfax 281-359-cell 281-701-

As informed prior we cannot refund a room that was held under your name on a day we could have sold the room to another personWe can offer a discount on a future date stay at our hotel, just give me a call to make the proper reservation

Sent: Tuesday, February 21, 2017 2:33 PM Subject: Assigned ID [redacted] Good Afternoon,                   We have received a complaint from a customer named [redacted], he was a guest that had reserved a room at...

our hotel for the date of January 25th, 2017. He called the hotel on January 26th to confirm him reservation for the 26th, that is when the front desk informed him he was a no show for his reservation which was booked for January 25th. The guest then said he had tried to switch his reservation online from the 25th to the 26th, and received an error. The customer did not contact the hotel prior to the date after his arrival, the customer when he called the date afterwards he was informed he was charged for the night he did not show up for his reservation since we had held the room under his name all day and night long. He then started using vulgar language towards the staff at the facility, after which the customer complained to the corporate office and Revdex.com. The customer was advised to contact the hotel directly into the future for any reservations, especially if he was having errors in making changes online, to have the changes confirmed directly. Customer did not like the advise and continued with vulgar language. Customer was informed the hotel was booked solid and would have been able to sell the room to other looking for accommodations, had he contacted the hotel directly. Thank you [redacted] General Manager Comfort Suites Humble Houston North, (TX547) hotel 281-359-4448 x124 fax    281-359-9990 cell   281-701-4136

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.  
I did not receive an error when attempting to reschedule the reservation online. It just returned me to the "home" page. In doing this I assumed that the change had been completed.  The only way that I will consider this complaint resolved is if I receive a full refund for the erroneous charge.
Regards,

As informed prior we cannot refund a room that was held under your name on a day we could have sold the room to another person. We can offer a discount on a future date stay at our hotel, just give me a call to make the proper reservation.