Circle B

In response the complaint:The guest was notified of an area wide power outage, due to a year storm in the Lake Tahoe area, which affected the entire area (40k+ residents)Although the utility company was working on restoring power, there was no update on when or where the restoration was or was not going to occurThe guest purchased Travel Insurance (we are in the lodging industry), which protects all parties in these situationsThe guest did not want to "deal with contacting the insurance company", which is standard operation procedure when purchasedBecause the guest did not want to follow the procedure, he has submitted complaints to any venue he can find to slander our companyThe guest made the reservation thru a travel site, and the company has sided with our company because they provide the same coverage the guest used and understand the procedureWe have also been members of that travel site for over a decade and have an impeccable reputation for following proceduresWe believe the complaint lodged against our company should not be published nor do we believe our standing with the Revdex.com be tarnishedPlease contact us with any questions

Company states: The customer accused us of changing the priceI went to the table and told her the price and as I was tying to explain to them they got upsetThe guy started getting really loudThe price was corrected for a Filet Minot steakWhen the price was printed it was printed incorrectly on the menusSo we used a marker to correct the price on our menusI kept telling them that I was only there to help and try to resolve this with them but they kept getting loud and upset with me so I was not able to help themIt seemed that they were just angry and would not allow me to helpHonestly, at that time I was going to help them with their bill and resolve it but again they kept getting upset and loudWe showed them another menu showing that the price was the sameWe pulled out or more and they still insisted I changed the priceHad they allowed me to speak to them and explain we would have helped themWe are still willing to help them but they cannot be rude with us

This letter is in response to case ID [redacted].  I have also included the following documentation to support our side of the situation, a copy of guest relations case notes from IHG, tow signed agreements for rates and room types, and screen shots of reservations made with rate codes.The guest...

checked in on September 3, 2016 for two rooms.  One standard king room and one ADA king room, both reservations were made through our central reservations line (1-800-465-4329) and not directly through our hotel.  The guest signed an agreement for the standard rate of $139.00 plus tax for the standard king room and someone else in their party signed the agreement for the ADA king room which was book at the government discounted rate of $119.00 plus tax.  Both rooms were not under the same individual's name.  When the guest called our guest relations office the guest relations agent explained to them that both rooms had been made through the central reservations agency and that one room was made at government rate for the not in her name due to the guest stating the were traveling on government business.  The agent also told the guest that the government rate is only available to government employees on business travel.The rate of $139.00 plus tax was our standard room reate without any discounts for a standard king room.  Furthermore, even though she did not book a king suite had we had one available we would have been more than happy to move her to a room that better suited her needs.I also reached out to the guest on the number that she left on my voicemail on Monday, September 5, 2016 at approximately 9:30 a.m.  She never returned my phone call to speak about the matters ore in depth.Thank You,Nicole C[redacted]General Manager

Company states: The customer accused us of changing the price. I went to the table and told her the price and as I was tying to explain to them they got upset. The guy started getting really loud. The price was corrected for a Filet Minot steak. When the price was printed it was printed incorrectly...

on the menus. So we used a marker to correct the price on our menus. I kept telling them that I was only there to help and try to resolve this with them but they kept getting loud and upset with me so I was not able to help them. It seemed that they were just angry and would not allow me to help. Honestly, at that time I was going to help them with their bill and resolve it but again they kept getting upset and loud. We showed them another menu showing that the price was the same. We pulled out 7 or 8 more and they still insisted I changed the price. Had they allowed me to speak to them and explain we would have helped them. We are still willing to help them but they cannot be rude with us.

In response the complaint:The guest was notified of an area wide power outage, due to a 50 year storm in the Lake Tahoe area, which affected the entire area (40k+ residents). Although the utility company was working on restoring power, there was no update on when or where the restoration was or was...

not going to occur. The guest purchased Travel Insurance (we are in the lodging industry), which protects all parties in these situations. The guest did not want to "deal with contacting the insurance company", which is standard operation procedure when purchased. Because the guest did not want to follow the procedure, he has submitted complaints to any venue he can find to slander our company. The guest made the reservation thru a travel site, and the company has sided with our company because they provide the same coverage the guest used and understand the procedure. We have also been members of that travel site for over a decade and have an impeccable reputation for following procedures. We believe the complaint lodged against our company should not be published nor do we believe our standing with the Revdex.com be tarnished. Please contact us with any questions.