The Laylow

Complaint: [redacted] I am rejecting this response because: I accept this letter as an acknowledgment that the Laylow's insurance company was contacted but I do not accept it as resolution to the matter at hand The comment of December 5th that the claims adjuster has attempted to contact me several times by telephone is clearly false I have never received a call from the insurance company If they did call, they have never left a telephone message I will contact the General Manager to check what telephone number they called and find out the days/times they called Am looking at how this is resolved in addition that situation is now going into a fifth month of my time, effort and inconvenience (especially prior to this I had to keep following up with the hotel) that should be addressed as well Sincerely, [redacted]

Thank you for contacting me regarding this complaint and for allowing me to respond.On July 26, 2017, the guest contacted us regarding a claim that the leather on his steering wheel was damaged while a valet attendant parked the vehicle on property.As we take all claims very seriously, we immediately conducted an internal investigation, which includes interviewing all staff potentially involved .The findings of this investigation were inconclusive.On July 27, 2017,hotel management professionally responded to the guest and promptly submitted a report to the insurance companyWe provided the guest's contact information, pictures of the alleged damage (provided by the guest), a detailed and factual description of the alleged damage as well as the findings of our investigation.We followed our standard procedure as the insurance carrier handles all claims of this nature for the hotelThe hotel does not make any recommendations either way and it is up to the insurance company to make a determination based on the facts presentedOnce the claim is submitted all further correspondence takes place directly between the claimant and the insurance companyThis procedure was explained to the guest.The guest contacted the hotel a few times there after and hotel management replied and explained the above-mentioned procedureOnce the hotel learned in November that the insurance company had not been in touch with the guest, the hotel re-submitted the claim on November 22, 2017.I personally called the claimant on November 24, apologizing for the delay, explaining our procedure again and assuring the guest that I will make sure the insurance company will follow up with himI also offered personal assistance throughout the process.The claimant appeared pleased with the phone call and our efforts to resolve this matter.On November 27, the hotel was able to confirm receiptof the claim by the insurance company.On December 5, the hotel was informedby the claims adjuster that she made several attemptsvia telephone to contact the claimant, to which she received no response and therefore will follow up with a letter.As previously stated, the hotel does not make a determination who is at fault and cannot dictated the time or responseof the insurance company.Our staff and the management team is very passionate about the servicewe are providing and everyone is working with great dedication to provide exceptional experiences to all of our guests, includinga safe and secure environmentWe sincerely apologizethe guest did not have a fully satisfactory stay with us and we hope to resolve this matter amicably.Please feel free to contact me directly should you have any questions or need additional information

Aloha,I am happy to report that the Laylow and I have finally settled the matter at hand and the Revdex.com may close my complaintThe General Manager was very understanding and worked to be sure the matter was closed to my satisfaction.Mahalo, ***

Complaint: [redacted]
I am rejecting this response because:  I accept this letter as an acknowledgment that the Laylow's insurance company was contacted but I do not accept it as resolution to the matter at hand.  The comment of December 5th that the claims adjuster has attempted to contact me several times by telephone is clearly false.  I have never received a call from the insurance company.  If they did call, they have never left a telephone message.  I will contact the General Manager to check what telephone number they called and find out the days/times they called.  Am looking at how this is resolved in addition that situation is now going into a fifth month of my time, effort and inconvenience (especially prior to this I had to keep following up with the hotel) that should be addressed as well.
Sincerely,
[redacted]

Thank
you for contacting me regarding this complaint and for allowing me to respond.On July 26, 2017, the guest contacted us regarding a claim that the leather on his steering wheel was damaged while a valet attendant parked the vehicle on property.As we take all
claims very seriously, we...

immediately conducted an internal investigation, which includes interviewing all staff potentially involved .The findings of this investigation were inconclusive.On July 27, 2017,hotel management professionally responded to the guest and promptly submitted a report to the insurance company. We provided the guest's contact information, pictures of the alleged damage (provided by the guest), a detailed and factual description of the alleged damage as well as the findings of our investigation.We followed our standard procedure as the
insurance carrier handles all claims of this nature for the hotel. The hotel does not make any recommendations either way and it is up to the insurance company to make a determination based on the facts presented. Once the claim is submitted all further correspondence takes place directly between the claimant and the insurance company. This procedure was explained to the guest.The guest contacted the hotel a few times there after and hotel management replied and explained the above-mentioned procedure. Once the hotel learned in November that the insurance company had not been in touch with the guest, the hotel re-submitted the claim on November 22, 2017.I personally called the claimant on November 24, 2017
apologizing for the delay, explaining our procedure again and assuring the guest that I will make sure the insurance company will follow up with him. I also offered personal assistance throughout the process.The claimant appeared pleased with the phone call and our efforts to resolve this matter.On November 27, 2017 the hotel was able to confirm receiptof the claim by the insurance company.On December 5, 2017 the hotel was informedby the claims adjuster that she made several attemptsvia telephone to contact the claimant, to which she received no response and therefore will follow up with a letter.As previously stated, the hotel does not make a determination who is at fault and cannot dictated the time or responseof the insurance company.Our staff and the management team is very passionate about the servicewe are providing and everyone is working with great dedication to provide exceptional experiences to all of our guests, includinga safe and secure environment. We sincerely apologizethe guest did not have a fully satisfactory stay with us and we hope to resolve this matter amicably.Please feel free to contact me directly should you have any questions or need additional information.