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Disappointed Customer vs. Ms. Carolina Tapia (Manager) And Mr. Gregori Capella (General Manager) Metropole Suites

C. M. vs. Ms. Carolina Tapia (Manager) And Mr. Gregori Capella (General Manager) Metropole Suites
635 Collins Ave, Miami, Florida, 33139, United States
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Statement of Claim
Claimant says:
"I booked Reservations at Metropole Suites at 635 Collins Ave. Miami Beach, FL 3319 on August 1, 2018. After booking (2) 1 bedroom suites. I noticed Metropole Suites offered 2 bedroom suites. I immediately canceled the 1st reservations  to upgrade the rooms to (2) 2 bedroom suites, due to our group is large and to keep from all the rooms to be spreaded throuhout the hotel. However, Metropole immediately took $133.38 out my acount twice which the total came to be $266.786 for cancelling (technically upgraded) the the first reservations. The same night (08/01/2018), I called to speak with someone to explain the situation. However, No mangers were in the office. I spoke with a (nice) young Lady by the name of Ms. Lydia and she put me on hold for a while to contact a supervisor at Metrople Suites. When Ms. Lydia returned back on the phone she informed me that she spoke with someone at Metropole Suites and they gave her the okay to refund me. However, she didn't have the authorization to make changes  of that nature, so she emailed her Supervisor of the situation. Ms. Lydia informed me that someone would contact no later than 24 hours. However, "No" one reached out to me concering this matter. On 08/08/2018, I contacted the manager Ms. Carolina Tapia and explained of the situation. Ms. Tapia informed me that they had the right to take the entire hotel stay but they diddn't, they only charged me for one night stay for each room. I attempted to discuss the situation further with Ms. Tapia , but she refused to rectify the situation. On 08/09/2018,  I e-mailed the general Manager Mr. Gregori Capella, but no response. On 08/16/2018, I called for Mr. Capella, i was informed that he was in a meeting. I forwarded my first e-mail back to him. Yet, still no response. South Beach Group Hotels (which Metropole is a part of ) Policy quote "Cancellations must be made at least 3 days prior to arrival in order to avoid a full stay penalty. Holiday and Speical Events require a non-refundable prepayment 30 days prior to arrival. No early departures are allowed. Reservations are completely non-refundable within 30 days of arrival". I met all reqirements to not be penalized and I'm not asking for a refund I'm just asking that they apply that $266.76 to my other (3) reservations (total of $2,3914.44) that my friends and family spending to stay at Metropole Suites 09/06/18 -09/10/18. Metropole did not lose any funds from my mistake. And I should not be penalized for upgrading my room. I have a total of 5 rooms booked with them. They should have the courtesy to speak with me and apply that $266.76 to make current reservations (reservations numbers (1) 2030-827-025, 1872-069-395, and 1402-405-322). I'm  asking to be treated fairly and with respect. "
Reply Have a similar problem?
  • 08-01-2018 — first event spoke with Ms. Lydia (No manager available)
  • 08-02-2018 — Spoke with Mr. Jason (No Manager available)
  • 08-04-2018 — Spoke with Ms. Jenni ( No Manager available)
  • 08-08-2018 — Spoke with Ms. Jenni again
  • 08-08-2018 — spoke with manager Ms. Carolina Tapia
  • 08-09-2018 — emailed Mr. Gregori Capella (No response)
  • 08-16-2018 — called Mr. Gregori Capella (No answer in a meeting)
Additional Communication Between Claimant and Ms. Carolina Tapia (Manager) And Mr. Gregori Capella (General Manager) Metropole Suites Hide
  • Aug 21, 2018, Ms. Carolina Tapia (Manager) And Mr. Gregori Capella (General Manager) Metropole Suites (responding party) added:
  • Good Afternoon Ms. Miller,

    Unfortunately, after reviewing your reservations, because You did not made your booking directly though Our Website, we have no authorization to modify nor refund your booking. You have made your reservation through Booking.com and chose a promotion that clearly states a Non-Refundable booking. Booking.Com is a third party company and it has different policies and regulations.

    Kind Regards,
    Gregori Capella

What Claimant Wants Hide
1. Credit: Reservation #1872069395 Sep 03, 2018 $266.76
2. Other – Pay for claim posting cost Sep 03, 2018 $14.99
3. Other – Physical delivery charges Sep 03, 2018 $4.99
Just make me happy!
Claimant invites Ms. Carolina Tapia (Manager) And Mr. Gregori Capella (General Manager) Metropole Suites to make a fair offer to resolve this complaint.
Cash total : $286.74
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer


There has been no response to this claim from Ms. Carolina Tapia (Manager) And Mr. Gregori Capella (General Manager) Metropole Suites. This claim will remain posted until resolved
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  • Contributed Solution: by George Maxwell On 09-05-2018
    Nonsensical response from Metropole Suites / Gregori Capella More...
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