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Complaint 352022 Details

Friends of mine are coming to the united states (Reno, Nv) for a surprise 60th birthday of my husband. this is going to be such a wonderful surprise. However, the booked two rooms for 5 nights at your hotel in Reno. I had arranged for them to stay with friends of mine to save money. I went over to the hotel to cancel the reservation for the 27th of september and was told the rooms had been prepaid for the entire stay over $600, my friends cannot afford that which is why i have them staying with friends. they were unaware they were charged in advance. When I went to the hotel I spoke with the Manager Gurleen Kaur, who was extremely rude and just keep speaking over me. I became very upset at the fact she would not even consider helping me. I don't understand that we are canceling at that time 33 days in advance, I'm sure she can resell those rooms. I'm hoping you can help me in this problem, I would highly appreciate your time in helping to resolve this. I was in the hotel business myself for over 25 years working for Marriott and many other hotels that I opened. Can you please re;ply as quickly as possible. Thank you in advance for your considering my issue.

Laurie A Kew
Check in date is 9/27/16 depart 10/2/2016
Confirmation number is 45113 for one of the rooms I wasn't able to get the second room conformation. the Last name is Cassettair from Milton Keynes, England