ComplaintsforHewing Hotel

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation at Hewing Hotel on April 16, 2023 for May 10, 2023 (check-in) through May 15, 2023 (check-out). The reservation was completely paid (`$2100) for at the time of reservation (2 adults & 2 children). My family and I were not able to make the trip from ******** to ** on May 10, but rather arrived on May ****************** ***********. I called on May 11 to confirm a early check-in and the manager indicated that our reservation was canceled for a "No Show" and that we would loose our entire payment and would need to make another reservation and repay for this new reservation (around $1700) through May 15. I questioned the manager why our reservation was canceled and he continued to read from a form/policy that a No Show cancels the reservation. In addition, the manager did indicate our room was still available and that I would be able to "re-reserve" the room for the remainder of our stay for $1700.In correspondence via email, there is no information indicating a reservation would be canceled if you do not arrive the first night of your stay. The only information about cancellation was the reservation is prepaid at time of reservation. In addition, I did not receive a cancellation notice from the Hotel until after I called on May 11.I fully understand that I paid for May 10 - May 15 and would not be refunded for late arrival. This was not the issue at all. I have never experience the inconsiderate and unbelievable policy of a "no show." I did not reserve another room with this hotel, but rather had to last minute (while driving with my family) find another hotel that had availability. I will never stay at Hewing Hotel and will share this unreal experience with anyone traveling to ***********.

  Business response

  06/09/2023

  The claims of **************** is inaccurate in regards to the reservation and the communication. Initially the call was from **************** and our PBX Operator answered on 5.11.23 about an early check in. When our PBX operator tried to look for the reservation, she couldn't find it for the arrival list on 5.11.23. In expanding the search, she found the reservation was indeed scheduled to arrive ****.23. She then passed the call to me to handle since it was a no show reservation. So if a reservation does not arrive for the scheduled date, whether it is a prepaid or not, there will be a penalty. In the case of ****************, a prepaid reservation's penalty is the full room and tax of the scheduled stay. I explained to **************** the situation. I told her that the reservation was scheduled to arriving on **** and she confirmed. She then passed the phone to **************** who immediately was rude and explained that their room should be still available. I apologized and told him that the penalty will stand. Unfortunately, the guest did not contact us and forfeited the reservation. A prearrival email was sent to the guest on 5.5.23 to prepare but still did not reach out. When explained to the guest of the nature of the situation and the stipulation of the reservation, he was rude, kept calling me names, and telling me that I don't know how to do my job. At that point, he was already difficult to work with. I stuck with the rules and he hung up. He then called back and our PBX Operator answered the call and **************** asked for a manager. I took the call in the same office so our PBX Operator knew the guest and said to the guest that he was talking to me the manager and he told my PBX Operator that I was a ****** and didn't want to talk to me.

  No refund will be processed as the guest has forfeited the reservation and the penalty will be the total room and tax.

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