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ComplaintsforMansions On Fifth Hotel
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Complaint Details
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Initial Complaint
09/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked a room on Booking.com a month ago for a trip to Pittsburgh on 10/15/21. The room was confirmed. Today, 9/15/21 I received an email stating that the reservation was cancelled because the Hotel "over booked". How can they overbook? They must have a computer and software. My thought is that they cancelled because I received a lower rate and they saw an opportunity to take advantage. Now, I must either cancel my trip or pay double for a Hotel that is near the venue (PPG Hockey Arena) that we are visiting. This is irresponsible and corrupt. Also, they offered me no restitution and my correspondence to the Hotel has gone ignored. Shoddy business practices that should be addressed.Business response
09/30/2021
Thank you for the notification of the complaint filed with you on behalf of Mr. ******* ********, On the attached pages you will find documentation regarding the interaction between Hotel Staff and Mr. ********. Mr. ******** made a booking at our facility through a third party (booking.com). At the time of the booking, a software issue allowed his booking to be made when the hotel was at 100% capacity. After speaking with Booking.com's IT department a determination was made by them that there likely was a connection error in the software that reports hotel availability. It was not possible to determine if this connection loss was the fault of Mansions on Fifth, Booking.com, or an outside party such as Comcast or Verizon or any other provider that is involved with network connectivity. Certainly this is an unfortunate circumstance and one we do our best to avoid at all times, Mansions on Fifth uses software that allows a live update on all 3rd party sites of our current availability to avoid such issues. However circumstances such as these are beyond our control. We informed booking.com that we would be happy to pay the expenses related with relocating Mr. ******** to a comparable facility. Booking.com informed us that they made an offer of a stay at a comparable facility and that we would be charged the cost of the guest stay. We accepted this charge. Mr. ******** turned down this offer and pursuant to Booking.com's policy his original reservation was cancelled. Subsequently we offered him a hotel stay at our sister property at a discounted rate with transportation to and from the event he was attending which he also turned down. We feel that we performed our due diligence in attempting to remedy the error made that placed Mr. ******** in this unfortunate situation. We hope that this explanation and supporting paperwork will aid in clearly resolving this issue. We would be happy to host Mr. ******** in the future at any time that we have a room available.
Sincerely,
Mansions on Fifth Hotel
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BBB Rating & Accreditation
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.