Le Meridien

I stayed at the Le Meridien Hotel on 2/6/and my wallet was taken out of my hotel room Three of my credit cards that were in my wallet were used fraudulently as a result There is a very small window of time from when I left my hotel room to when the credit cards were being used The hotel staff claims that no one was in my room and that they trust their staff 100% There was no security on duty at the hotel when I reported the incident and no cameras (this is a huge hotel that is stars) A police report has been filed and I've taken the necessary steps that I need to cancel my credit cards That said, I found it extremely frustrating that the staff and General Manager took a defensive stance and didn't even apologize for my hardships The service at this hotel and the level of safety is a disgrace

From: Dan Z***Date: Fri, Feb 26, at 5:PMSubject: Complaint Response ID# [redacted] To: "[email protected]" This is our response to complaint ID # [redacted] : The guest valet parked his car with our 3rd party valet service When he checked out he claimed there was damage to the bumper (a paint scrape) The guest acknowledged that there was already damage to the bumper The valet offered at the time to adjust his parking charges as a gesture of goodwill even though they claimed they did not damage the car further but the guest declined The valet company submitted a claim for the damages but it was denied due to the fact that there was already acknowledged damage to the same bumper We agree with the insurance company and do not feel that compensation is due Since the guest denied the initial offer in lieu of filing a claim for damages, the valet company rescinded their initial offer when the claim was deniedDAN Z***GENERAL MANAGERLe Méridien Philadelphia

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The hotel did not provide accurate information which forced us to leave and then refused to accept responsibility The hotel insists the circumstances were beyond their control but, by charging us for the unused rooms, implies that we somehow had control over the same circumstances! We canceled the rooms on hotel management's advice and then were charged anyway If they can give a half-refund, they can give a full-refund There is no logical basis for their "good-will" offer Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The hotel did not provide accurate information which forced us to leave and then refused to accept responsibility The hotel insists the circumstances were beyond their control but, by charging us for the unused rooms, implies that we somehow had control over the same circumstances! We canceled the rooms on hotel management's advice and then were charged anyway If they can give a half-refund, they can give a full-refund There is no logical basis for their "good-will" offer Regards, [redacted]

Business Response to a ComplaintComplaint ID#:*** (***)Company Name:Le Meridien PhiladelphiaCompany Contact:Dan Z***Company Phone:###-###-####Company Email:***@lemeridienphiladelphia.comPerson Who Sent the Complaint:*** ***Staff Member:Lisa M***Response:Below is what we
have communicated to the guest on October 2ndAfter a few back and forths we offered refund half but never heard back from the guest: Unfortunately this was a situation that was definitely out of our controlWe were getting conflicting information from the Philadelphia Police, the parking garage management, several different individuals with the Secret Service and the Convention and Visitors BureauThe story seemed to change by the minute and we were ultimately informed that the garage would indeed be barricaded for the night throughout the weekendBy pm we had a map available with alternative parking lots located outside of the secure zone and made that available to our guestsHowever, even that information changed as we were told in the evening that the road closures slated for Friday night at 10pm were being moved up to Thursday night and Friday morningUltimately there was available parking, albeit inconvenient, and there was an egress from the city through Friday morningBeing in a sold out situation we had turned away many many guests inquiring about rooms, even throughout the day ThursdayHowever after the time in which the guest departed we were not able to resell the roomsUnfortunately considering all the circumstances we are not able to refund the cost of the rooms for Thursday evening.Sent on: 11/2/3:11:PMSent by:

Business Response to a Complaint
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Complaint ID#:
*** (***)
Company Name:
Le Meridien Philadelphia
Company Contact:
Dan Z***
Company Phone:
###-###-####
Company Email:
***@lemeridienphiladelphia.com
Person Who Sent the Complaint:
*** ***
Staff Member:
Lisa M***
Response:
Below is what we have communicated to the guest on October 2ndAfter a few back and forths we offered refund half but never heard back from the guest: Unfortunately this was a situation that was definitely out of our controlWe were getting conflicting information from the Philadelphia Police, the parking garage management, several different individuals with the Secret Service and the Convention and Visitors BureauThe story seemed to change by the minute and we were ultimately informed that the garage would indeed be barricaded for the night throughout the weekendBy pm we had a map available with alternative parking lots located outside of the secure zone and made that available to our guestsHowever, even that information changed as we were told in the evening that the road closures slated for Friday night at 10pm were being moved up to Thursday night and Friday morningUltimately there was available parking, albeit inconvenient, and there was an egress from the city through Friday morningBeing in a sold out situation we had turned away many many guests inquiring about rooms, even throughout the day ThursdayHowever after the time in which the guest departed we were not able to resell the roomsUnfortunately considering all the circumstances we are not able to refund the cost of the rooms for Thursday eveningSent on: 11/2/3:11:PM
Sent by:

From: Dan Z[redacted]Date: Fri, Feb 26, 2016 at 5:47 PMSubject: Complaint Response ID#[redacted]To: "[email protected]" <[email protected]>This is our response to complaint ID # [redacted]: The guest valet parked his car with our 3rd party valet service.  When he checked out he claimed...

there was damage to the bumper (a paint scrape).  The guest acknowledged that there was already damage to the bumper.  The valet offered at the time to adjust his parking charges as a gesture of goodwill even though they claimed they did not damage the car further  but the guest declined.  The valet company submitted a claim for the damages but it was denied due to the fact that there was already acknowledged damage to the same bumper.  We agree with the insurance company and do not feel that compensation is due.  Since the guest denied the initial offer in lieu of filing a claim for damages, the valet company rescinded their initial offer when the claim was denied. DAN Z[redacted]GENERAL MANAGERLe Méridien Philadelphia

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The hotel did not provide accurate information which forced us to leave and then refused to accept responsibility.  The hotel insists the circumstances were beyond their control but, by charging us for the unused rooms, implies that we somehow had control over the same circumstances!   We canceled the rooms on hotel management's advice and then were charged anyway.  If they can give a half-refund, they can give a full-refund.  There is no logical basis for their "good-will" offer.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The hotel did not provide accurate information which forced us to leave and then refused to accept responsibility.  The hotel insists the circumstances were beyond their control but, by charging us for the unused rooms, implies that we somehow had control over the same circumstances!   We canceled the rooms on hotel management's advice and then were charged anyway.  If they can give a half-refund, they can give a full-refund.  There is no logical basis for their "good-will" offer.
Regards,
[redacted]

I stayed at the Le Meridien Hotel on 2/6/16 and my wallet was taken out of my hotel room. Three of my credit cards that were in my wallet were used fraudulently as a result. There is a very small window of time from when I left my hotel room to when the credit cards were being used. The hotel staff claims that no one was in my room and that they trust their staff 100%. There was no security on duty at the hotel when I reported the incident and no cameras (this is a huge hotel that is 4 stars). A police report has been filed and I've taken the necessary steps that I need to cancel my credit cards. That said, I found it extremely frustrating that the staff and General Manager took a defensive stance and didn't even apologize for my hardships. The service at this hotel and the level of safety is a disgrace.