Residence Inn complaints

I became connected with the group when our Catering Sales Manager, Katarina shared her concerns about the group prior to their arrival on 7/31. Our standard is to authorize method of payment for all groups 3 days prior to arrival to assure we are crafting a seamless experience for our clients. The team was a bit frustrated as Mr. Allen reprimanded them for charging his credit card in advance. He insisted that the team breached his contract and they immediately voided the charge after apologizing for the inconvenience caused. When the group arrived, there was confusion about payment and the payment method that should have been charged would not authorize. The payment method in question with this complaint would not authorize for the group. I contacted Mr. Allen via text message on Saturday 8/3 to aid is working through any challenges and received follow up from him on 8/5. A time was coordinated for us to meet face to face. During our conversation, I assure Mr. Allen that my team did not retaliate against him by charging his credit card in advance. They were simply moving forward with the process that's been shared with them. Mr. Allen gave an example of the process that an alternate hotel was willing to facilitate for him which included charging his credit card daily vs for the entire stay. I explained that the process he was looking for did not align with our company policies. I then shared damages to one guest room in which fecal matter was found in the bedding of one of his players. His response included a variety of excuses regarding reason that the unsanitary practice occurred. This did not excuse what occurred nor did it resolve the bedding that would be lost and additional cleaning that was required. I was quite confused about the reason there was such upheaval about charging his credit card 3 days prior to his event since he would be using the same method of payment at check-in. At this time, he admitted that he hadn't collected all monies from the individual teams and was attempting to spread payments between various hotels. At the close of our conversation, I was clear that I would be reviewing the details of his experience and would follow up with him regarding a solution. Ultimately, Mr. Allen is responsible for the charges incurred. If he was unable to pay for his event, we would have cancelled his event without charges. Instead, he opted to receive services of the property. If his billing is not cleared, I will submit the case to company that specializes in collections.

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