Skipper (formerly Jetaport)

Hi Lisa, I am so sorry to hear that you were dissatisfied with your experience! I investigated the history on your account to see exactly what happened. You requested the changes to the agreement on the evening of 4/3. The following day, your booking advisor called the hotel twice to speak with the sales manager handling your block. A series of emails were exchanged until all of the issues were resolved. The last email in the thread is from your booking advisor to the hotel, asking if he can upload the agreement for you with the discussed clauses removed. Having not heard from the hotel, he planned to call this morning until he saw your message. I spoke with your booking advisor and let him know that the client should be notified of any delays in hotel response time. Had you been updated or copied on the email exchange then everyone would have been on the same page! I completely understand your anger given the experience you had! I sincerely apologize for these communication gaps, and I can assure you they won't happen again. Please let us know if there is anything we can assist you with moving forward! - Skipper Customer Experience Manager

Hi Whitney, I reached out to you via email on the day that you posted your review to thoroughly explain the timeline of events. I haven't heard back so I will respond here as well. I am so sorry that the hotel inventory changed before they were able to draft your wedding room block agreement. I investigated the situation and spoke with the hotel and your booking advisor. Our automated system notified the hotel that you accepted their offer immediately. We have no record of the hotel contacting us until they reached out to notify us that fewer rooms were available. While it is true that hotels do not hold rooms until an agreement is signed, it is very rare for a hotel to sell out while a group is waiting on an agreement. With your wedding being only a couple of months out, and over a holiday weekend, you unfortunately had a higher risk of rapid inventory changes. We truly appreciate your feedback, and apologize for any misunderstandings or confusion. Please let us know if we can be of further assistance in anyway! - Skipper Customer Experience Manager