ComplaintsforEl Cortez Hotel

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, On 27th April 2024, I booked a hotel room via Priceline for 4 nights - 27th April to 1st May for 2 adults and a 3 year old kid in *********. I used one of their express deals where they assign you a one of the three hotels. I paid $407.60 and was fine with any of the hotels in the area. But after completing the payment, I received an email that the hotel assigned was El Cortez and it is adult only. The receipt shows that the booking was made for 2 adults, while I clearly searched for 2 adults and a 3 year old kid, so I expect to be booked in an establishment that will take the entire party. I called the hotel and explained the situation and checked if they would make an exception and let us stay at the hotel. But they denied our request and did not check us in. Since then, I contacted Priceline few times to get a refund, initially they said they are working with hotel partner, but recently they rejected the request to refund. To resolve this in good faith, I tried contacting Priceline again but they rejected my requests. I paid $407.60 and received no services for it. Priceline is rejecting the request citing that the hotel partner is not refunding it. Could you please help me get a refund? I paid $407.60 and didnt get to stay in the hotel or receive any services for it, this is a steep price while I am trying to find cheaper options to save money. Any help here will be highly appreciated.

  Business response

  06/06/2024

  Here is the email I sent to the BBB.

  Hello,
  
                 We have reviewed the complaint from ***********************************, ID #********,concerning a refund for a reservation booked originally via Priceline arriving on Saturday April 7, 2024 at the El Cortez.  Priceline sent the guests information to  Expedia for the booking.  The El Cortez did charge initially for the two nights room and tax to the Expedia credit card.  The following day we did refund the Expedia credit card back for the second nights room and tax.  Today we did a refund for the first nights room and tax back to the Expedia credit card. 
                 We will contact Expedia and Priceline to request a full refund for the guest.    I do not have a time frame when the refunds will be processed via Expedia and Priceline.   
                 If I can be of any further assistance, please do not hesitate to contact me. 
                                                                                                                                                                                                 Thank you,
  
  
                                                                                                                                                                                                 ***************************
                                                                                                                                                                                                 Director of Hotel Operations

   

  Additional info - I sent an email to ******** at Priceline requesting a full refund - we have refunded all charges back to the Expedia credit card.

  Thank you,

   

  ***************************

   

  Customer response

  06/11/2024

   
  Hi ****, Thank you for your reply and sharing the information. I have reviewed the response in reference to complaint ID ********, and find that this resolution is satisfactory to me.However, Priceline is still refusing to send me the refund. I have approached BBB to that effect and hoping they refund me the money.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in September I booked to stay at the El Cortez Hotel from November 19th to November 22nd I've been staying at this hotel for 25 years. The early morning of November 22nd approximately 2:20 a.m. I was verbally and almost physically attacked by a security guard who seem to be suffering from mental issues. My understanding for the hotel this was all caught on video I also filled out a formal complaint with the head of security. I spoke to the general manager on duty that night told me he would be getting back to me I never spoke to him again I later started calling and leaving messages and spoke to whom I believe was a general manager of the hotel. I try to explain to him that I wanted a full refund and I was still stressed out from what happened to me after I got back home. I asked him if he were me would he want a refund for his stay as well he told me he would. After our conversation I come to realize that he only refunded me back for one night I feel insulted by this. Not only did he only refund me for one night it was the least expensive night came across as though he was only concerned about saving the hotel money. And not resolving or taking responsibility for what happened to me inside of their hotel very disappointed by his actions. I would like 100% refund on my stay I feel that this incident definitely warrants that and can understand why he wouldn't just do this without trying to penny-pinch the situation.

  Business response

  06/09/2022

  Business Response /* (1000, 5, 2021/11/25) */ I spoke with this guest the night of the incident and asked him to fill out a statement and I ordered a full surveillance review of the incident because we take all complaints of attempted assault very seriously. I also sent the worker home pending the outcome of our investigation. The video shows the guest walking by the worker whose job it is to verify everyone is wearing a hotel guest wrist band and he pulls up his sleeve but he is already past the worker and he enters the elevator and the door starts to close. The worker puts her hand in the closing doors and they open. Once the door opens she stands outside the elevator and she and the guest exchange words before she walks away and the guest follows her exchanging more words as he passes her and heads off to find management. At no time was the worker aggressive in her movements and while we cant hear what she is saying her body language is calm and normal. The guest claimed he was "almost physically attacked" which is clearly not true but he also said the worker was rude in her words and tone so we did decide to comp one of his nights as a courtesy. Based on the details of the incident and the video review we feel that one night comped was more than fair. El Cortez has been in business for 80 years and we take customer service and guest safety as our top priorities. I am available to discuss this matter further and to answer any additional questions. Consumer Response /* (3000, 7, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's amazing how when money is concerned the whole narrative changes for a business. If it was a simple as the El Cortez management lead you to believe why did they terminate the employee. Previously made statements regarding the matter without ever seeing the video as though they were there when they were not. This incident again was extremely traumatizing in me and I felt I handled it accordingly especially with it being a female who obviously had mental issues. I could have easily defended myself and would have been valid for doing so. This hotel has a history of guest filing complaints in regards to their there security guards using excessive force there's even a document incident of the security guard pulling a gun on a guest in a parking lot which was informing me by one of their own Security Management. The fact that this is being minimize by El Cortez management confirms their lack of concern and safety for their guests.

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