04-16-2025, 09:10 PM
When we had an issue we spoke to resolution team and they were well trained. A first line CS agent had refunded money back to a customer even though there was proof that they had brought extra guests overnight. He said when we refund inappropriate amounts please call and ask for the resolution as many times as you need to until one of us calls back. Ask for it to be escalated to resolution as mediation. That is how we got to them.