I have just received the complaint today 2/13/in researching the complaint here is what I have found.The original reservation was made for Friday arrival and never altered, this was for a volleyball tournament weekend. Most parents make the reservation for both nights to start with and then
alter it once they find out their schedules (typically mid week of the arrival). We never received any communication from the guest upon arrival they were informed that we would reinstate the reservation for the second night, however without a cancelation number they would be charged for the first night. Saturday was a sell out for the hotel in fact the majority of the downtown area was sold out. I did discuss the situation with our the sales manager that coordinates the rooms for the event we will make an exception and issue a credit for the first night. We do value the business that the organization provides but as a hotel we held the room on Friday to accommodate the *** family not knowing that their plans had changed. I will forward a copy of the credit for the first nights room and tax.Sincerely yours, Jeff *** General Manager
I have just received the complaint today 2/13/in researching the complaint here is what I have found.The original reservation was made for Friday arrival and never altered, this was for a volleyball tournament weekend. Most parents make the reservation for both nights to start with and then
alter it once they find out their schedules (typically mid week of the arrival). We never received any communication from the guest upon arrival they were informed that we would reinstate the reservation for the second night, however without a cancelation number they would be charged for the first night. Saturday was a sell out for the hotel in fact the majority of the downtown area was sold out. I did discuss the situation with our the sales manager that coordinates the rooms for the event we will make an exception and issue a credit for the first night. We do value the business that the organization provides but as a hotel we held the room on Friday to accommodate the *** family not knowing that their plans had changed. I will forward a copy of the credit for the first nights room and tax.Sincerely yours, Jeff *** General Manager