Answer:

Hi Colene,
 
We owe you an apology, and we’re sorry we messed up.
 
I know how frustrating it can be for you but rest assured that we will sort this out. It was not
our intention that someone else is occupying your room and we take full responsibility for our
actions and any inconvenience we have caused you. 

After reviewing the situation, we found the cause to be that the hotel was confirmed that they
are overbooked. And We actually tried to reach you out ahead of the time to give you this
information but unfortunately, you wasn’t be able to answer our call. However, I may offer
you a different options, I will book you now in the nearest hotel and I will upgrade you for a 1
night stay for free or You may also make a full refund if you decide to do so.

Looking Forward for a prompt response.

We value your business and hope to win back your trust.  

Best,

Ghelo
Ghelo
Answer:

Hello Reynold,
Thank you for sending us an email. Allow me to assist you with regard to the charge on your
bank statement. I totally understand that you did not authorized the said charge and you want
this to be refunded. I can confirm that the amount that was charged to you is for the
successful reservation in our hotel.
Like other hotel claims, we do accept payments for reservations and bookings as long as the
details of the card that was presented is valid and the third party who are using it able to
provide the necessary details that we need to finalize the reservation. In cases like this, we are
more than willing to accommodate your request in refunding the amount. For us to take the
necessary action, kindly revert back to this email with the copy of your bank statement.
Lastly, you may want to contact your financial institution to make sure that you are the only
one who can access your card. I trust the information that I have provided is helpful and we
will get back to you at the earliest once we have received the copy of your bank statement.

Regards,
Ghelo