ParkSleepFly.com Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me
Sincerely, *** ***

Hello ***We are very sorry that you had an issue with your reservationAs we already indicated in response to your emails, we have tried to resolve this with the hotel on your behalf on several occasionsTheir records indicate that you called them on the morning of your scheduled arrival
Unfortunately, because they require cancellations at least hours prior to the chedate, they did charge you for that nightWe did ask if they would make an exception in this instance, given the circumstances, but they are not willing to reverse the no-show charge since the required notice was not provided.We did refund the original amount you prepaid online, but we cannot override the hotel's cancellation policy and we do not have access to their billing system to issue a refund of their chargeYou may wish to follow up with your bank or credit card company to see if they can assist you further with this issue.Sincerely,Cathy Y***Customer Service ManagerParkSleepFly.com

Complaint: ***
I am rejecting this response because:It is true that the hotel did not do their part, but as a customer of ParkSleepFly.com, I trusted that when they told me I had a reservation, I did in fact have a reservation. If I have to call the hotel to verify a confirmation, their service is of no value. If there is even slight chance that a confirmation is not confirmed, there is a problem with business practicei did everything asked of me, but PSF and *** *** *** *** both let me down
Sincerely,
*** ***

Hello ***Thank you for getting in touchWe are very sorry to learn that the hotel billed you after you canceled the reservation; our records indicate that we notified the hotel of your cancellation request on June 14, 2015. We have been in touch with the hotel's
management, and they have agreed to refund the no-show charge that was billed to you in errorPlease allow 5-business days to see this transaction reflected on your card.We truly apologize for any inconvenience caused by this situation, and we appreciate your giving us the opportunity to address your concernsWe value your business, and we hope you will consider using our service again in the future.Sincerely,Cathy Y***Senior Customer Service AgentParkSleepFly.com

Booked an overnight stay at *** near local airport because I needed long term parking and shuttle includedGot confirmation number from this company and approximately hours after booking later I had to cancel due to a major winter storm being predicted so my plans were abortedI was charge a booking fee plus deposit which I took care of on a credit cardFollowing the cancellation terminolgy on website, I called the hotel booked directly to cancel and to get cancellation numberWell, low and behold there was NO RECORD of my booking a reservationInteresting that in our digital age, and hours after booking this is no record of my reservationWhat?
So I emailed this firm to explain and demanded an explanation a confirmation of the cancellation of the parking AND the hotel having not been able to cancel directly with the hotel as instructed on website...because they had no record under the name bookedThus far I have not received any cancellation confirmation number and credit for my deposit that this firm was so quick to take

Hello ***Thank you for getting in touchWe are very sorry to learn that the hotel billed you after you canceled the reservation; our records indicate that we notified the hotel of your cancellation request on June 14, 2015. We have been in touch with the hotel's management, and they have
agreed to refund the no-show charge that was billed to you in errorPlease allow 5-business days to see this transaction reflected on your card.We truly apologize for any inconvenience caused by this situation, and we appreciate your giving us the opportunity to address your concernsWe value your business, and we hope you will consider using our service again in the future.Sincerely,Cathy Y***Senior Customer Service AgentParkSleepFly.com

Hello Brian,I am very sorry to learn that the hotel did not have your reservation on file when you arrivedI would like to take a moment to explain how our reservation process w***sWhen a reservation is made through ParkSleepFly.com, the hotel
immediately receives a fax and/or email with the reservation details; they must then enter the information into their own systemParkSleepFly.com also sends a daily summary of all new reservations and any upcoming arrivals for that dayIn addition, each hotel has an online account with 24-hour access to their ParkSleepFly reservationsWe will certainly follow up with this hotel's management to make sure they are receiving and entering reservation information in a timely manner to prevent this type of occurrence from happening again.Please be assured that we issued a refund of the prepaid deposit amountThis transaction should be reflected on your card within five to seven business days.We truly apologize for any inconvenience this matter may have caused, and we appreciate your giving us the opportunity to address your concernsWe value your business and hope you will consider using our service again in the future. Sincerely,Cathy Y***Senior Customer Service AgentParkSleepFly.com

There appears to be a misunderstanding regarding this reservation. We did offer a full refund, as per our policy, but we can no longer issue that amount back to the original credit card that was used due to the length of time that has passed. Instead, we offered to send a check, which has already...

been acknowledged by the customer. Therefore, we consider this matter closed.Cathy Y[redacted]Customer Service ManagerParkSleepFly.com

We are very sorry that you were disappointed with your recent reservation. As a reservation service for many hotels across the country, we rely on each hotel's management to keep us informed of any changes to their property or services.  We were only recently notified of this hotel's...

renovations and have added a notation to their listing to make others aware of the situation. We truly apologize for any inconvenience caused by this matter, and we hope we can provide you with a better experience on your next reservation.Sincerely,Cathy Y[redacted]Customer Service ManagerParkSleepFly.com

[redacted]
I am very sorry to learn of your recent experience wi[redacted]t. Although we are a reservation service for the hotel, we are not involved in their daily operations. Please be assured that I have forwarded your concerns to their management for...

review.In the meantime, I have issued a refund of the $25.40 you paid to [redacted] to secure the reservation. You should see this transaction reflected on your card within the next few days. In addition, I have added a $20.00 credit to your [redacted] account, which you can apply to the prepaid amount on your next reservation.I apologize for any inconvenience this situation may have caused, and I appreciate your taking the time to let us know of your concerns. It is only through feedback like this that we become aware if we are meeting the needs of our customers, and also whether our hotel partners are meeting those expectations. We do value your business, and I hope we can help provide you with a better experience on your next trip.
If I may be of further assistance in the future, please let me know.
Sincerely,[redacted]

Hello[redacted],I am very sorry to learn that the hotel did not have your reservation on file when you arrived. I would like to take a minute to explain how our reservation process works. When a reservation is made through ParkSleepFly.com, the hotel immediately receives a fax and/or email with...

the reservation details; they must then enter the information into their own system. ParkSleepFly.com also sends a daily summary of all new reservations and upcoming arrivals for that day. Each hotel also has an online account with 24-hour access to their ParkSleepFly reservations. Each hotel's management is responsible for entering any applicable blackout dates or notifying us ahead of time if they are unable to accommodate a reservation. It appears as though none of those measures were taken in this instance, and we will certainly follow up with their management to make sure they are monitoring their reservations properly in the future.As you noted, as soon as we were notified of your situation, we did issue a refund of the prepaid deposit amount. Although we are unable to issue any additional refund, I added a credit of $44.00 to your ParkSleepFly.com account today, which can be applied to the deposit amount on your next reservation through our website. (In order to use the credit for a future reservation, you will need to log into your ParkSleepFly.com account before submitting the reservation. When you reach the check-out page, please click the "Want to Use Credit?" link under the Reservation Summary on the right side of the page to apply the credit. It's important to remember that ParkSleepFly.com charges only a portion of the package cost, so the credit can only be applied to this amount. However, any remaining credits will remain on your account to use on another reservation.)Again, I regret that your most recent experience was less than satisfactory.  It is only through our customer feedback that we become aware if we are meeting the needs of our clientele, and also whether or not our hotel partners are meeting our customers' expectations. We will certainly use this information to improve our service. I appreciate your giving us a chance to address your concerns, and I hope we can provide you with a better experience in the future.Sincerely,[redacted]
[redacted]ParkSleepFly.com, Inc.

I booked at parksleepfly.com for Milwaukee hotel and they didn't have the reservation and the reservation number psf gave did not match anything at the hotel. Psf charged my credit card prior to check in.

Hello Brian,I am very sorry to learn that the hotel did not have your reservation on file when you arrived. I would like to take a moment to explain how our reservation process w[redacted]s. When a reservation is made through ParkSleepFly.com, the hotel immediately receives a fax and/or email with the...

reservation details; they must then enter the information into their own system. ParkSleepFly.com also sends a daily summary of all new reservations and any upcoming arrivals for that day. In addition, each hotel has an online account with 24-hour access to their ParkSleepFly reservations. We will certainly follow up with this hotel's management to make sure they are receiving and entering reservation information in a timely manner to prevent this type of occurrence from happening again.Please be assured that we issued a refund of the prepaid deposit amount. This transaction should be reflected on your card within five to seven business days.We truly apologize for any inconvenience this matter may have caused, and we appreciate your giving us the opportunity to address your concerns. We value your business and hope you will consider using our service again in the future.  Sincerely,Cathy Y[redacted]Senior Customer Service AgentParkSleepFly.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hello[redacted],I am very sorry to learn that the hotel did not have your reservation on file when you arrived. I would like to take a minute to explain how our reservation process works. When a reservation is made through ParkSleepFly.com, the hotel immediately receives a fax and/or email with the...

reservation details; they must then enter the information into their own system. ParkSleepFly.com also sends a daily summary of all new reservations and upcoming arrivals for that day. Each hotel also has an online account with 24-hour access to their ParkSleepFly reservations. Each hotel's management is responsible for entering any applicable blackout dates or notifying us ahead of time if they are unable to accommodate a reservation. It appears as though none of those measures were taken in this instance, and we will certainly follow up with their management to make sure they are monitoring their reservations properly in the future.As you noted, as soon as we were notified of your situation, we did issue a refund of the prepaid deposit amount. Although we are unable to issue any additional refund, I added a credit of $44.00 to your ParkSleepFly.com account today, which can be applied to the deposit amount on your next reservation through our website. (In order to use the credit for a future reservation, you will need to log into your ParkSleepFly.com account before submitting the reservation. When you reach the check-out page, please click the "Want to Use Credit?" link under the Reservation Summary on the right side of the page to apply the credit. It's important to remember that ParkSleepFly.com charges only a portion of the package cost, so the credit can only be applied to this amount. However, any remaining credits will remain on your account to use on another reservation.)Again, I regret that your most recent experience was less than satisfactory.  It is only through our customer feedback that we become aware if we are meeting the needs of our clientele, and also whether or not our hotel partners are meeting our customers' expectations. We will certainly use this information to improve our service. I appreciate your giving us a chance to address your concerns, and I hope we can provide you with a better experience in the future.Sincerely,[redacted]
[redacted]ParkSleepFly.com, Inc.

Hello [redacted],I am very sorry to learn that the hotel did not have your reservation on file when you arrived. I would like to take a moment to explain how our reservation process works. When a reservation is made through ParkSleepFly.com, the hotel immediately receives a fax...

and/or email with the reservation details; they must then enter the information into their own system. ParkSleepFly.com also sends a daily summary of all new reservations and any upcoming arrivals for that day. Each hotel also has an online account with 24-hour access to their ParkSleepFly reservations.  The individual hotel's management is also responsible for entering any applicable blackout dates, or for notifying us ahead of time if they are unable to accommodate a particular reservation. In this instance, there was no notification from the hotel that there was any issue with your reservation. On August 5, they did request that we blackout the dates of September 15 and 16, but they never closed out September 17 so we had no way to know that there was a problem. I was able to research the fax transmissions and noted that the original fax was not transmitted successfully on 09/15/2015 (there was no answer from the hotel's fax machine). However, the fax was resubmitted the following morning and was received by the hotel. Please see the attachments I included as verification of this activity. Hopefully, this information will be useful if you decide to follow up with the hotel.As you indicated, we have already refunded your prepaid deposit amount. Although we are unable to issue any additional refund, I have added a credit of $25.00 to your ParkSleepFly.com account, which you can apply to the deposit amount on your next reservation through our website. (In order to use the credit, you will need to log into your ParkSleepFly.com account before submitting the reservation. When you reach the check-out page, please click the "Want to Use Credit?" link under the Reservation Summary on the right side of the page to apply the credit. It's important to remember that ParkSleepFly.com charges only a portion of the total in advance - so your credit can only be applied to this amount. Any remaining credit balance will remain on your account to use on another reservation.)Again, I regret that your most recent experience was less than satisfactory. It is only through our customer feedback that we become aware if we are meeting the needs of our clientele, and also whether or not our hotel partners are meeting our customers' expectations. We will certainly use this information to improve our service.I appreciate your giving us the opportunity to address your concerns, and I hope we can provide you with a better experience in the future.Sincerely,Cathy Y[redacted]Senior Customer Service AgentParkSleepFly.com

Hello [redacted],We are very sorry that you had an issue with your recent reservation. This hotel requires that cancellations must be requested at least 24 hours prior to the scheduled arrival date. The prepaid deposit amount is refundable once we receive the hotel's cancellation number. According...

to our records, your reservation was scheduled for the night of February 15, but we did not receive any correspondence from you until March 3. Due to the circumstances you mentioned, we did issue a refund of the prepaid amount of $21.35 but we do not have access to the hotel's billing system and cannot issue a refund of their charge. We have tried to follow up with them on your behalf, but they are unwilling to refund the no-show charge in this instance. You may wish to follow up with your bank or credit card company to see if they can assist you further.Sincerely,Cathy Y[redacted]Customer Service ManagerParkSleepFly.com

Hello [redacted],I am very sorry to learn that the hotel did not have your reservation on file when you arrived. I would like to take a moment to explain how our reservation process works. When a reservation is made through ParkSleepFly.com, the hotel immediately receives a fax and/or email with the...

reservation details; they must then enter the information into their own system. ParkSleepFly.com also sends a daily summary of all new reservations and any upcoming arrivals for that day. Each hotel also has an online account with 24-hour access to their ParkSleepFly reservations.  The individual hotel's management is also responsible for entering any applicable blackout dates, or for notifying us ahead of time if they are unable to accommodate a particular reservation. In this instance, there was no notification from the hotel that there was any issue with your reservation. On August 5, they did request that we blackout the dates of September 15 and 16, but they never closed out September 17 so we had no way to know that there was a problem. I was able to research the fax transmissions and noted that the original fax was not transmitted successfully on 09/15/2015 (there was no answer from the hotel's fax machine). However, the fax was resubmitted the following morning and was received by the hotel. Please see the attachments I included as verification of this activity. Hopefully, this information will be useful if you decide to follow up with the hotel.As you indicated, we have already refunded your prepaid deposit amount. Although we are unable to issue any additional refund, I have added a credit of $25.00 to your ParkSleepFly.com account, which you can apply to the deposit amount on your next reservation through our website. (In order to use the credit, you will need to log into your ParkSleepFly.com account before submitting the reservation. When you reach the check-out page, please click the "Want to Use Credit?" link under the Reservation Summary on the right side of the page to apply the credit. It's important to remember that ParkSleepFly.com charges only a portion of the total in advance - so your credit can only be applied to this amount. Any remaining credit balance will remain on your account to use on another reservation.)Again, I regret that your most recent experience was less than satisfactory. It is only through our customer feedback that we become aware if we are meeting the needs of our clientele, and also whether or not our hotel partners are meeting our customers' expectations. We will certainly use this information to improve our service.I appreciate your giving us the opportunity to address your concerns, and I hope we can provide you with a better experience in the future.Sincerely,Cathy Y[redacted]Senior Customer Service AgentParkSleepFly.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

[redacted]We are very sorry to learn of your recent experience. Our records indicate that you submitted your reservation on October 20, 2016, for a stay at [redacted] Airport on the night of March 31, 2017. At that time, your card was charged a deposit amount of $36.35, with the...

remaining balance due at the hotel, and a confirmation email was sent to the address you provided [redacted]). A reminder email was also sent to that same email address approximately one week before your scheduled check-in date. We have no record of receiving any correspondence from you until you contacted us on April 10, 2017, and indicated that you were charged by the hotel. You mentioned that you had not received a copy of the reservation details; however, we confirmed with you that we had the correct email address on file. As a courtesy, we issued a refund of the prepaid amount of $36.35. We then contacted the hotel on your behalf to inquire about the possibility of a refund of their no-show charge. Unfortunately, because they were fully booked for that night, they indicated that they would not refund that charge since a room was held in your name. Regrettably, we are not able to issue any other refund other than the amount that you prepaid to secure the reservation (which has already been returned to your card). We truly apologize for any inconvenience caused by this situation, and we appreciate your giving us the opportunity to address your concerns.Sincerely,[redacted]