ComplaintsforCupertino Hotel
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Complaint Details
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Initial Complaint
05/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I booked my guests a room to stay for a night at the Cupertino Hotel on April 3rd through a traveling agency, and they were rejected by the hotel. The reason is because an ********** ****** ***** Grand ******* have put them on their ***** ******* due to an incident caused by my ******** pet **** We would never have known that these two hotels were affiliated and I was promise a refund by their front desk workers. Now it has been a month and I never received my refund, I wrote to them on Facebook, but I received a reply full of lies regarding my guests and myself. (Please see screenshot)Business response
05/17/2022
Business Response /* (1000, 5, 2022/05/05) */ Guest was ******* for bad behavior and drunkenness at The grand Hotel. Client was automatically put on a "do no return" list. Police was called due to incident at Grand Hotel, which disrupt the peace at The Hotel and to other Guests. The Cupertino Hotel refused service based on report from our sister property to protect the peace and wellbeing of other Guests. The Cupertino reserved the right to refuse service, rightfully so. The Hotel cancelled the booking immediately and never charged the 3rd party booking agency the client booked with. Client's issue lays with the 3rd party. It is a case closed on our end as we are targeted for a refund that should be done via the 3rd party, not the Hotel. Client is aware and we are assisting in returning deposit (which we should not be involved at all to begin with). Case closed on our end as it does not pertain to us. Our position was clear to client and 3rd party agency: client did not check in and we cancelled the reservation. Never collected funds. thank you. Managemen t
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.