Pointe Hilton Tapatio Cliffs Resort

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I DID INDEED SPEAK WITH MGT AT THE RESORT THE MIDDLE OF LAST WEEKHE STATED HE DIDNT GET MY EMAIL OR WORD OF MY COMPLAINT BUT DID APPOLIGIZE AND OFFERED A FREE WEEKEND STATING HE WANTED TO MAKE THINGS RIGHT AND THAT HE WAS GOING TO MAIL SOMETHING OUT TO ME THE NEXT DAY BUT OF COURSE I HAVE NOT RECEIVED ANYTHING FROM THE RESORT AS OF YET"NO BIG HURRY TO RESOLVE THE MATTER OF COURSE" SEEMS LIKE THE WAY THEY DO BUSINESS AT THIS RESORT MY NEXT STEP IS TAKING THEM TO SMALL CLAIMS COURT MAYBE THIS WILL GET SOMEONE "REGIONAL" INVOLVED WHEN I HAVE THERE STAT AGENT SERVED WITH COURT PAPERSBLESS DAY EVERYONE Regards, [redacted]

Guest made reservation through a third party, [redacted].  We contacted [redacted] and they shared that the rez was made through one of their affiliates [redacted].[redacted].  Date of their stay was to be arrival 6/20 but they did not show. The guest has spoken with [redacted] or their affiliate...

asking for her refund but was denied.  We show that the 2nd person listed on the reservation, [redacted], called us only once on Sat. 7/11 and left a message.  Our guest service person return the call today, 7/13, and told the guest that the reservation was made with [redacted] and they would need to contact them regarding a refund request.  Our contract with [redacted] indicates we must refer the guest to [redacted] and not their affiliate [redacted].[redacted].

We mailed a letter for a future 2 night complimentary stay.  The letter is dated last Thursday which was the same afternoon that our Dir of Room spoke with Mr. [redacted].  The letter was mailed on Friday, 7/18.   Mr. [redacted] hasn't received the letter according to his second comment but it is in the hands of the[redacted].

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Hello,
 
Our Director of Rooms Division, [redacted], spoke with Mr. [redacted] today and offered our apology on behalf of the resort.  This was the first time we heard of this complaint although he stated he commented to a few staff members and also emailed via our website.
 
We offered a 2 night return complimentary visit to replace the poor experience and he was very happy that we contact him and offered to make it right.  We are sending him a letter for the return stay.
 
Please close the complaint.
 
Thank you.
[redacted]  I  Executive Assistant - General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I DID INDEED SPEAK WITH MGT AT THE RESORT THE MIDDLE OF LAST WEEK. HE STATED HE DIDNT GET  MY EMAIL OR WORD OF MY COMPLAINT BUT DID APPOLIGIZE AND OFFERED A FREE WEEKEND STATING HE WANTED TO MAKE THINGS RIGHT AND THAT HE WAS GOING TO MAIL SOMETHING OUT TO ME THE NEXT DAY BUT OF COURSE I HAVE NOT RECEIVED ANYTHING FROM THE RESORT AS OF YET. "NO BIG HURRY TO RESOLVE THE MATTER OF COURSE"  SEEMS LIKE THE WAY THEY DO BUSINESS AT THIS RESORT.  MY NEXT STEP IS TAKING THEM TO SMALL CLAIMS COURT MAYBE THIS WILL GET SOMEONE "REGIONAL" INVOLVED WHEN I HAVE THERE STAT AGENT SERVED WITH COURT PAPERS. BLESS DAY EVERYONE
Regards,
[redacted]

We mailed a letter for a future 2 night complimentary stay.  The letter is dated last Thursday which was the same afternoon that our Dir of Room spoke with Mr. [redacted].  The letter was mailed on Friday, 7/18.   Mr. [redacted] hasn't received the letter according to his second comment but it is in the hands of the[redacted].

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I contacted the company that I purchased the stay through, they are telling me that they will work with the business to get this resolved. The resort only contacted the Revdex.com with their response. I have noted all the times I requested contact through the resort operator and my spouse [redacted] and myself both attempted calls with no response or messages to any of the numbers provided to them. I would have gone on the vacation, but my uncle was in a bad car accident and had to leave to new mexico the day of June 19th. That is why I did not cancel the reservation according to policy, I believe that I should not be penalized for having a terrible incident occur. I just want to be refunded the amount I paid.

Regards,

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Hello,

 

Our Director of Rooms Division, [redacted], spoke with Mr. [redacted] today and offered our apology on behalf of the resort.  This was the first time we heard of this complaint although he stated he commented to a few staff members and also emailed via our website.

 

We offered a 2 night return complimentary visit to replace the poor experience and he was very happy that we contact him and offered to make it right.  We are sending him a letter for the return stay.

 

Please close the complaint.

 

Thank you.

[redacted]  I  Executive Assistant - General Manager

Our response does not change.  Thank you.

Guest made reservation through a third party, [redacted].  We contacted [redacted] and they shared that the rez was made through one of their affiliates [redacted].[redacted].  Date of their stay was to be arrival 6/20 but they did not show. The guest has spoken with [redacted] or their affiliate...

asking for her refund but was denied.  We show that the 2nd person listed on the reservation, [redacted], called us only once on Sat. 7/11 and left a message.  Our guest service person return the call today, 7/13, and told the guest that the reservation was made with [redacted] and they would need to contact them regarding a refund request.  Our contract with [redacted] indicates we must refer the guest to [redacted] and not their affiliate [redacted].[redacted].

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I DID INDEED SPEAK WITH MGT AT THE RESORT THE MIDDLE OF LAST WEEK. HE STATED HE DIDNT GET  MY EMAIL OR WORD OF MY COMPLAINT BUT DID APPOLIGIZE AND OFFERED A FREE WEEKEND STATING HE WANTED TO MAKE THINGS RIGHT AND THAT HE WAS GOING TO MAIL SOMETHING OUT TO ME THE NEXT DAY BUT OF COURSE I HAVE NOT RECEIVED ANYTHING FROM THE RESORT AS OF YET. "NO BIG HURRY TO RESOLVE THE MATTER OF COURSE"  SEEMS LIKE THE WAY THEY DO BUSINESS AT THIS RESORT.  MY NEXT STEP IS TAKING THEM TO SMALL CLAIMS COURT MAYBE THIS WILL GET SOMEONE "REGIONAL" INVOLVED WHEN I HAVE THERE STAT AGENT SERVED WITH COURT PAPERS. BLESS DAY EVERYONE

Regards,