Complaints

• Initial Complaint

  20/07/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On July 14/23, I arrived at the Riviera Plaza and Conference Centre , Vernon, BC. at 9 -9:30 AM. I requested that our prepaid, and prebooked room for one night be cancelled, as we were too tired to stay and needed to return to Calgary. This was not accepted for cancellation, as I was told --cancellation was only allowed one day before arrival. When I returned home and reread my print out of hotel stay, of three pages, there is a paragraph on the second page reading : " ************ ** ******* **** ** ****** *** ********** *********** ** **** ****** *** ** *** *** ** *** ********. " I have phoned and sent their documentation back to them, and there is no reply and no follow up phone call.

• Initial Complaint

  19/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stayed with Riviera on the 31st of July and have yet to receive back my security deposit of $100. I have sent three emails to inquire with no response. The front desk and general manager are giving me the run around when I call. I received nothing stating they were retaining the deposit, nor should I ask the room was left in good condition.

  Business response

  20/08/2022

  Hello Representative!

   

  Thanks for your time on this concern!

   

  At the time of check-in, our standard practice is that we need a picture ID and a credit card. We match the name on the reservation with the picture ID and we need a credit card for the incident hold of $100 that helps us to cover the cost incase of damage or theft. This pre-authorization automatically goes away within 3-5 business days. Due to this same concern, We strictly take customers with credit card only and refuse the check-in for the customers who do not have credit cards. 

  Ms. **** ***** paid had to do a pre-auth of $100 on the credit card but I believe instead of using a credit card, she used a debit card. As per our policies, we could have refused Ms. ******* check-in because of no-credit card as it clearly says on her confirmation that we do a pre-auth at the time of check-in and it is only done on the credit cards. As Ms* ***** used a debit card, pre-auth got converted into a purchase and it didn't went away in 3-5 business days.

  On the information from Ms* ***** about pre-auth not been removed, we checked her profile and saw pre-auth converted into purchase and immediately refunded her card for $100. As already explained to Ms* *****, it is already been refunded from our side on Aug 17th and banks takes around 6-7 business days to return the money on the debit card because of card not present for the refund. So, we again request Ms* ***** to wait for 6-7 business days and if she doesn't see the refund in her account, we are more than happy to investigate further. 

  For your reference, Please see the receipt attached. It clearly shows the refund of $100 on Ms* *****'s debit card with the reference number and if she has any further question, we are more than happy to assist further. 

  I hope this help.

   

  Thank you very much.

   

  Kindest regards,

  Anmol S******

• Initial Complaint

  10/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We booked a section of hotel rooms at the then Village green hotel July 21/2020 but due to covid had to postpone. After several attempts to get ahold of the manager to re book we found out the Hotel was bought? or renamed to the Riviera Hotel. We then were sent a new contract with Riviera for 30 rooms on June 6/2021. Now as we are 4 months away approx our guest have been trying to book rooms and are being told there is no such reservation. I finally got ahold of the manager where he confirmed they did not reserve any rooms and he asked to see the contract. I then emailed him the contract and called him back to confirm that he had received it, which he did. That was 8 days ago. Since then the manager has not email me back or returned any of my phone messages. The staff will only take my messages when I attempt to call.

  Business response

  27/03/2022

  Hello *****

   

  First of all we are very sorry for the delayed response to your email and thank you very much for bringing this concern to our attention. we really appreciate your time and patience. 

  Actually, the employees who prepared the contract the first time and the second time are no more working the company and there was no information passed on to the current management. As of now, there are big changes in the hotel room rates due to restrictions being lifted So, we just wanted to check with Mr. N***(person who quoted the contract) before sending confirmation and we are very much short staffed here due to which, things got delayed. 

  Now, after clarifying everything with Mr. ****, we have already sent him a confirmation to honor the contract. 

  Once again, thank you so very much for your time and attention. we appreciate it.

   

  Kindest regards,

  Anmol S****** 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩