From: [redacted]
""> Sent: Thursday, March **, 9:AMTo: drteam; [redacted]Subject: ID # [redacted] Customer Satisfaction Complaint
To Whom it may concern:
ID # [redacted] was sent to us for a [redacted] Customer Satisfaction
Complaint
The guest made their reservation with a third party vendor on March *,2014, the
reservation was for a smoking room
The guest checked into the room at 10:pm 3/*/after about an hour in the
roomThe guest did call down and complained her room was not to her
satisfactionThe Guest Service Agent did advise the guest we were sold out
& currently did not have any other room to move her toThe guest
understood & requested a member of managementI was called at this time
& I advised our Guest Service Agent not to charge the guest and allow her
to go to another hotel or we could offer another room at about 2am when the
business date of 3/**was closed outThis is the only time we can
determine what guest will be a No Show for the business date of 3**/We
then are able to return the rooms to Inventory & leave them open for
situations that may occurThe guest decided it was way to late and they would
not move or checkoutWe did allow the guest to sleep in the room at no costI
personally spoke to [redacted] on the business date of 3/*/& assured
her she was not charged & I apologized to her.
I contacted [redacted] 3/**/to verify if the authorization amount of
$was indeed returned to herShe did confirm the money was refundedAt
this time she thanked me for touching base with her
Regards,
[redacted]
Operations
Manager
Ramada
East
[redacted]
From: [redacted]
""> Sent: Thursday, March **, 9:AMTo: drteam; [redacted]Subject: ID # [redacted] Customer Satisfaction Complaint
To Whom it may concern:
ID # [redacted] was sent to us for a [redacted] Customer Satisfaction
Complaint
The guest made their reservation with a third party vendor on March *,2014, the
reservation was for a smoking room
The guest checked into the room at 10:pm 3/*/after about an hour in the
roomThe guest did call down and complained her room was not to her
satisfactionThe Guest Service Agent did advise the guest we were sold out
& currently did not have any other room to move her toThe guest
understood & requested a member of managementI was called at this time
& I advised our Guest Service Agent not to charge the guest and allow her
to go to another hotel or we could offer another room at about 2am when the
business date of 3/**was closed outThis is the only time we can
determine what guest will be a No Show for the business date of 3**/We
then are able to return the rooms to Inventory & leave them open for
situations that may occurThe guest decided it was way to late and they would
not move or checkoutWe did allow the guest to sleep in the room at no costI
personally spoke to [redacted] on the business date of 3/*/& assured
her she was not charged & I apologized to her.
I contacted [redacted] 3/**/to verify if the authorization amount of
$was indeed returned to herShe did confirm the money was refundedAt
this time she thanked me for touching base with her
Regards,
[redacted]
Operations
Manager
Ramada
East
[redacted]