Storage Solutions Group

The Guest called the hotel on 06/10/at 8:pm and booked a room for 08/ conf.#*** I looked into the change log and see the reservation was not opened since the room was bookedWhen a guest calls and we open the reservation for any reason it shows on the change log
When a guest calls to cancel or change a reservation the staff is trained to give the guest and email the guest the cancellation or confirmation numberI trained all the staff to do this even when the guest does not want it as a way to verify for the guest and hotel that all information is correct for both parties We eliminate any financial loss for the guest and the property by doing this This reservation was not canceled with the property and it came with a 72hr cancellation policy so it was charged as a "no show" If the reservation had been canceled we could have sold that room on that weekend as we were sold outThe Hotel cannot take a loss because the reservation was not canceled I have copied the change log and reservation. *** *** *** *** *** *** * ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** * ** *** *** *** *** *** *** *** *** ***Reservation Information: PATRICIA DONALStay InfoGuest InfoPayment InfoCRS NotesArrival:8/1/2015Nights:1Departure:8/2/2015Room Type:DDRoom:120Adults:2Children:0Guarantee Policy:Credit Card OnlyCancel Policy:HoursAwards Eligible:YesElite Status:Suppress Rate:No Post:?Plan:BARRate:169.00IATA:SEARCHCrib:Rollaway:Group Name:Company Profile Name:Find CompanyNotes:Special Requests:OverviewStatus:Checked OutGuest Name:PATRICIA DONALGroup Master:Account Number:402924422Balance:0.00ActionsBackGuest FolioDuplicateView ChangesPrint Registration CardPrint Confirmation LetterThis is the confirmation letter:Econo Lodge*** *** ** ***
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*** ***General Manager

Complaint[redacted]
I am rejecting this response because:When I booked the room on June 8th, I was told that I would receive a confirmation.  I never received this confirmation by mail or email, nor did I receive the letter that is attached to the hotel's response.  When I called on June 30th to cancel the reservation, the manager told me they would send a cancellation email.  I told him that I never received the confirmation email in the first place.  He then proceeded to rush me off the phone, saying that the cancellation number was the same as the confirmation number.The call log provided in the response is incorrect.  It does not show that I also called on August 2,3,4, and 8th.  Each time, I spoke to a gentleman named [redacted].  Each time, [redacted] said the manager was off and that he was not able to handle the situation.  He told me the manager would return my call.  As of Tuesday August 18th, I still have not received a phone call from the manager.I find it hard to believe that a business would charge someone's credit card without any confirmation or authorization.  And, why was no receipt provided once the card was charged?  Had this been done, I would have made sure to call again to make sure the reservation was cancelled.  Also, if the hotel was still expecting me to check in that day, why was no phone call made when I did not arrive?I also noticed in another customer's review of the hotel [redacted] that they mistakenly cancelled that customer's reservation.  It appears that this hotel has experienced similar issues before.  I feel that the hotel should hold themselves accountable for their mistake and should look for ways to improve their reservation/cancellation process.
Regards,
[redacted]