ComplaintsforTivoli Hotel

• Initial Complaint

  05/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Sunday April 23rd I used the Tvoli website to make a bowling reservation for Sunday April 30th. A few days later I went to double check the reservation and noticed it was scheduled for April 24th and not April 30th. I reached out to the manager via email to ask if he could change my reservation to the correct data or if I could be refunded the $139.05 I had already paid. He admitted in email that sometimes the system will change a reservation, but he didnt believe this was the case. I sent him a screen shot of my reservation that had the correct date of April 30th, yet the confirmation I received was for the wrong the date, April 24th. He refuses to refund my money or let me change the reservation to the correct date. I was charged for a service I did not receive, he admit sometimes the system changes reservations, I have emails of all these communication, which I have uploaded below, and I believe I am in the right to have my money refunded.

  Business response

  06/01/2023

  My name is *******************************. I am the Director of Operations for Tivoli Enterprises, Inc. Our company operates numerous businesses, including the Tivoli Hotel and Tivoli Bowl in *************. A complaint (Case # ********-52B63) was filed with the Better Business Bureau on 5/1/2023 regarding the Tivoli Bowl. Unfortunately, this complaint was mailed to the Tivoli Hotel and not the Tivoli Bowl. The complaint was not received at our corporate office until today, 6/1/2023. 
  
  Upon receiving the complaint, I immediately contacted the customer. An apology was made and accepted. In addition, the refund in the amount of $139.05 that the customer requested was processed. She was also given passes to our Tivoli Theatre, which she and her family frequent. The customer was very happy and satisfied with my actions.
   
  I tried responding to this complaint on your website, but unfortunately wasn't able to do so because the deadline for a response had passed. I am politely asking that the actions that we have taken be added to this case.
  
  I appreciate your time and assistance. Please let me know if you need additional information.
  
  Sincerely,
  Sherrie 

  Customer response

  06/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*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. ↩