Plaza Hotel

Review: A reservation was made with [redacted]Zachary in Central Reservations on 11/**/13 for stay on 3/[redacted]/*/14. Zachary booked the rooms at a non refundable rate despite instructions to book at a refundable rate. When I called to cancel the reservation on 12/**/13 I was told by central reservations that I had to speak with a [redacted]at the physical Plaza property since the reservation was booked at a non refundable rate. On 12/**/13 I spoke to [redacted], reservations manager at the Plaza hotel and explained that I had not authorized a non refundable booking at the time of making my reservation. I provided the name of the agent I spoke to and the date of the phone call and requested that she research with central reservations, if necessary pulling the phone call, to confirm that I did not authorize a non refundable booking. [redacted] refused to research my claim stating that there was a notation with the booking that I was informed it was non refundable. I have contacted my credit card company and opened a dispute for this charge which will compel the Hotel to research the original transaction and refund my money but I should not have had to take this step. [redacted] proved unwilling to perform even basic research into my claim. When she was unwilling to research and correct the problem I told her I would file with my credit card company and she said they could talk to her accounting department. I have stayed at a number of Fairmonts without issue. [redacted]'s poor level of service seems the exception, not the rule, but it is concerning when the poor service comes from someone in a management position. I have a poor impression of The Plaza at the Fairmont for selecting this individual to manage their reservation affairs on site.Desired Settlement: I would like to see my credit card refunded in full for these unauthorized non refundable charges and I would like a record of this complaint made available to the public so others can be informed about the way this company does business.

Consumer

Response:

At this time, my complaint, ID [redacted]regarding Plaza Hotel has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,