ComplaintsforThe Colonnade Hotel
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Complaint Details
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Initial Complaint
05/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I reserved a Premier Luxe King (April 19, 2023 - April 22, 2023) in Feb 9, 2023. However, they downgraded the room and gave me a twin bed room when I checked in. They refused to give me the Premier Luxe King room as I reserved.Business response
05/09/2023
This guest booked through a conference room block. Per the contract of the conference room block, room types requested were not guaranteed and what the hotel had available for a room type is what the guest would get at the time checking in. Unfortunately due to inventory reasons, we couldn't accommodate the room type this guest requested. The guest who booked with this conference also got a discounted rate through the conference rate compared to our selling rate. This was explained to the guest while staying at the hotel.Customer response
05/10/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have attended to conferences every year and never encountered such an articulation that a hotel can legitimately change, esp. downgrade, the room type because the client reserved the room via the conference link or because of discount. If this is a rule or a policy, then it should be shown in the reservation document or announced in the reservation webpage. I request that the business presented the evidence to support that the clients have been informed; if they cannot, they should refund me the hotel expense.
Regards,Xiaowen
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Contact Information
Business hours
Today,12:00 AM - 11:59 PM
MMonday | 12:00 AM - 11:59 PM |
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TTuesday | 12:00 AM - 11:59 PM |
WWednesday | 12:00 AM - 11:59 PM |
ThThursday | 12:00 AM - 11:59 PM |
FFriday | 12:00 AM - 11:59 PM |
SaSaturday | 12:00 AM - 11:59 PM |
SuSunday | 12:00 AM - 11:59 PM |
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.