Holiday Inn Hotel & Suites DTC Centennial

Dear Revdex.com,Thank you for taking the time to allow us to respond to this claim I will summarize our side of the story Ms [redacted] did indeed make reservations for rooms at the hotel Ms [redacted] did not prepay for the reservationsAt check in, Ms [redacted] claims that her debit card was only authorized for $incidentals However, upon check in, her card was authorized for the full amount of the room rate + tax + $for incidental authorizations for each room I am sure that you are aware that is is standard practice for full service hotels to authorize a small amount more than room and tax and thereby allow the guest to charge restaurant, room service, gift shop etc, charges to their room As Ms [redacted] states, she mistakenly thought that she was only authorized the $for incidentals whereas the hotel authorized the full amount of room + tax as well, a standard practice Furthermore, Ms [redacted] and her brothers used debit cards at check inWhen a debit card is used, the authorization becomes a hold on her funds and then is charged at checkout This is again standard practice for all hotels and is a frequent issue for guests that use debit cards To try to overcome guest confusion at check in, we have guests initial a part of their registration card, saying that they understand how debit cards work at hotels I have attached a copy of Ms [redacted] registration card showing her initials confirming her understanding of how debit cards work in hotels I have worked at many, many hotels Most hotels display debit card polices at the Front Desk or on the guest reg card as we do.How Ms [redacted] debit card utilizes our authorization is an issue between Ms [redacted] and her bank The hotel only make one authorization for room and tax at check in and our system charges against that auth or hold on her funds at checkout At checkout, Ms [redacted] claimed that she had prepaid for her rooms We assured her that although she had made a prepay reservation, due to how close the reservation was to her arrival date, her card was not charged prior to her arrivalMs [redacted] was belligerent and irate with [redacted] at this time [redacted] said that her card was only charged once, authorized at check in and charged at check out and Ms [redacted] vehemently disagreed [redacted] said that she would research Ms [redacted] claim and that she would only be charged one time for room and tax for each room.The hotel only charged Ms [redacted] 1x for room and tax We knew that we had not charged Ms [redacted] prior to her check in but due to her belligerence, [redacted] agreed to look into it further This occurred on a Sunday morning On Sunday afternoon [redacted] , the Front Office Manager, reviewed the file and confirmed with Ms [redacted] , when she returned, that she was not charged multiple times, that was her debit card was charged 1x at check outMs [redacted] was once again belligerent with [redacted] On Monday, the General Manager reviewed the file and followed through with our commitment to reinstate the charge for and only nights room plus tax for each room occupied as she had not prepaid and room and tax was due Ms [redacted] called me and we spoke personally, I once again explained how debit cards work in hotels and she proceeded to swear at me and tell me to "Give me back my "f-ing money you A-hole" At that time I was the third person to assure Ms [redacted] that she had not been charged prior to her arrival I explained to her for the third time that there are no other charges from the hotel for Ms [redacted] I explained to her how debit cards put a hold on her funds at check out and how Ms [redacted] debit card company holds her money is between her and that company That is why we have guests, as Ms [redacted] did, sign that they understand how debit cards work at hotelsFor the hotel, this is open and shut, she stayed one night, she is requited to pay one night room and tax for each room I can't be more firm that we only charged her 1x for each room Her attached folio shows as such Please feel free to contact me if you would like to discuss this further[redacted] General Manager Holiday Inn Hotel and Suites Denver Tech Center - Centennial [redacted] *** [redacted] [redacted] *** [redacted]

Complaint: ***
I am rejecting this response because:First of all, this is completely informationI was not once "belligerent" with ***, as they so claimI never once was irate with her at all and I have witnesses to prove thatI simply approached her stating that there was an issue with how we were chargedThe fact that she was unsure of what was going on and was unable to reach her management for further help was not my error and this is exactly what happenedI was rude to ***, only after he repeatedly over spoke me on several occasionsWhen one is already frustrated and not felt like they are being listened to it tends to increase said frustrationIf it had initially been explained to me (not only with *** but upon checkin) that this would occur it would have been a mute pointHowever, after receiving much misinformation and then being told that this would be taken care of I expect for them to hold on to their wordMy exact conversation with *** was her stating that she was going to zero out charges and provide me with 10,rewards pointsI have a copy of the receipt showing as muchNeither promise made by staff was followed through with at allAdditionally, on check in, the representative stated, and I quote "We are taking your card for incidentals only"Not only to myself but also to my brother-in-law and brotherIf I was so belligerent with *** I don't see how she would've told me that she "felt so bad that I just want to cry for you, this shouldn't have happened and I'm so sorry." Her words not mineMy guess is she's afraid to lose her job from her tyrant boss for trying thisI'm appalled at how I've been treated by management and this will end my stays from here on out at any hotels associated with this organizationI've attached a copy of the receipt.
Sincerely,
*** ***

Dear Revdex.com,Thank you for taking the time to allow us to respond to this claim.  I will summarize our side of the story.  Ms. [redacted] did indeed make reservations for 4 rooms at the hotel.  Ms. [redacted] did not prepay for the reservations. At check in, Ms. [redacted] claims that her debit card...

was only authorized for $50 incidentals.  However, upon check in, her card was authorized for the full amount of the room rate + tax + $50 for incidental authorizations for each room.  I am sure that you are aware that is is standard practice for full service hotels to authorize a small amount more than room and tax and thereby allow the guest to charge restaurant, room service, gift shop etc, charges to their room.   As Ms. [redacted] states, she mistakenly thought that she was only authorized the $50 for incidentals whereas the hotel authorized the full amount of room + tax as well, a standard practice.  Furthermore, Ms. [redacted] and her brothers used debit cards at check in. When a debit card is used, the authorization becomes a hold on her funds and then is charged at checkout.  This is again standard practice for all hotels and is a frequent issue for guests that use debit cards.  To try to overcome guest confusion at check in, we have guests initial a part of their registration card, saying that they understand how debit cards work at hotels.  I have attached a copy of Ms. [redacted] registration card showing her initials confirming her understanding of how debit cards work in hotels.  I have worked at many, many hotels.  Most hotels display debit card polices at the Front Desk or on the guest reg card as we do.How Ms. [redacted] debit card utilizes our authorization is an issue between Ms. [redacted] and her bank.  The hotel only make one authorization for room and tax at check in and our system charges against that auth or hold on her funds at checkout.  At checkout, Ms. [redacted] claimed that she had prepaid for her rooms.  We assured her that although she had made a prepay reservation, due to how close the reservation was to her arrival date, her card was not charged prior to her arrival. Ms. [redacted] was belligerent and irate with [redacted] at this time.  [redacted] said that her card was only charged once, authorized at check in and charged at check out and Ms. [redacted] vehemently disagreed.  [redacted] said that she would research Ms. [redacted] claim and that she would only be charged one time for room and tax for each room.The hotel only charged Ms. [redacted] 1x for room and tax.  We knew that we had not charged Ms. [redacted] prior to her check in but due to her belligerence, [redacted] agreed to look into it further.  This occurred on a Sunday morning.  On Sunday afternoon [redacted], the Front Office Manager, reviewed the file and confirmed with Ms. [redacted], when she returned, that she was not charged multiple times, that was her debit card was charged 1x at check out. Ms. [redacted] was once again belligerent with [redacted].   On Monday, the General Manager reviewed the file and followed through with our commitment to  reinstate the charge for 1 and only 1 nights room plus tax for each room occupied as she had not prepaid and room and tax was due.  Ms. [redacted] called me and we spoke personally, I once again explained how debit cards work in hotels and she proceeded to swear at me and tell me to "Give me back my "f-ing money you A-hole"  At that time I was the third person to assure Ms. [redacted] that she had not been charged prior to her arrival.  I explained to her for the third time that there are no other charges from the hotel for Ms. [redacted].   I explained to her how debit cards put a hold on her funds at check out and how Ms. [redacted] debit card company holds her money is between her and that company.  That is why we have guests, as Ms. [redacted] did, sign that they understand how debit cards work at hotels. For the hotel, this is open and shut, she stayed one night, she is requited to pay one night room and tax for each room.  I can't be more firm that we only charged her 1x for each room.  Her attached folio shows as such.  Please feel free to contact me if you would like to discuss this further.[redacted]General Manager Holiday Inn Hotel and Suites Denver Tech Center - Centennial[redacted]
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