Shoshone-Bannock Gaming

Thank you for contacting us on this issueWe value our guests and take pride in resolving issues to the best of our abilityThe guest in question did stay on 5/30/The issue stemmed from a misspelling of his last name resulting in two reservationsOne was checked in, the second was charged as a no-showThe mistake was caught during the night audit process and corrected in the system but the card had been charged by that timeIt was reversed in our system and appeared to be corrected.After your correspondence we looked at the records again and it showed as being refunded at the time night audit caught itWe looked at the payment gateway and it also showed it was refundedWe called the processor and discovered there was an error in the transmissionThey showed it as not being processed on their side while it showed as being processed on our sideWe had them reverse the charge at that time.We did speak with this guests on 7/30/and explained the situation and the resolutionWe have no explanation as to why the transmission issue occurred though we do hope it does not happen again.Thank you for your time, [redacted] Hotel DirectorShoshone Bannock Hotel & Events CenterFort Hall, ID

Thank you for contacting us on this issue. We value our guests and take pride in resolving issues to the best of our ability. The guest in question did stay on 5/30/15. The issue stemmed from a misspelling of his last name resulting in two reservations. One was checked in, the second was charged as...

a no-show. The mistake was caught during the night audit process and corrected in the system but the card had been charged by that time. It was reversed in our system and appeared to be corrected.After your correspondence we looked at the records again and it showed as being refunded at the time night audit caught it. We looked at the payment gateway and it also showed it was refunded. We called the processor and discovered there was an error in the transmission. They showed it as not being processed on their side while it showed as being processed on our side. We had them reverse the charge at that time.We did speak with this guests on 7/30/15 and explained the situation and the resolution. We have no explanation as to why the transmission issue occurred though we do hope it does not happen again.Thank you for your time,[redacted]Hotel DirectorShoshone Bannock Hotel & Events CenterFort Hall, ID