As the Hotel's General Manager, I would like to apologize for any inconvenience you may have experienced at our hotel. We take customer service very seriously.

After speaking with the front desk associate who checked you in, I understand that you had a problem with your air conditioner. I do apologize for the fact that the previous guest from the day before had turned the air conditioner off. For your inconvenience, we offered a 35% discount that we were happy to give to you. This was posted to your accompanying guest's debit card, as you requested on April 9th.

The additional $50 that is mentioned was not charged to the debit card. It was only an authorization. As all other hotels do, we authorize a credit card for possible incidentals such as long distance phone calls, charges to our Candlewood Cupboard, etc. This amount is only an authorization and is released upon check-out (In your case, April 9th). This hotel policy is posted at our front desk for all arriving guests to read upon check-in. This policy explains that the release of these funds may take up to 10 days, depending on your particular bank's release procedures. However, all authorizations have been released on our end, as well as the 35% credit that we were happy to apply.

As you can tell from our prior guest's reviews, we strive to make each guest feel genuinely comfortable and happy at our hotel. We apologize for not exceeding your expectations. I assure you that my team and I will take your comments seriously. We will continue to work toward making each and every guest experience enjoyable and memorable.