As regional manager for a national restaurant chain, you and two other employees attended a sales conference in Las Vegas, Nevada. You stayed at the Aria Resort & Casino because your company recommends that employees use this hotel during annual industry meetings. Generally, your employees have liked their accommodations, and the rates have been within your company’s budget.

Now, however, you are unhappy with the charges you see on your company’s credit statement from Aria Resort & Casino. When your department’s administrative assistant made the reservations, she was assured that you would receive the weekend rates and that a hot breakfast—in the hotel’s Italian restaurant, Carbone—would be included in the rate. So you and the other two employees went to the restaurant and ordered a hot meal from the menu.

When you received the credit statement, though, you saw a charge for $153 for three champagne buffet breakfasts at Carbone. You hit the ceiling! For one thing, you didn’t have a buffet breakfast and certainly no champagne. The three of you got there so early that no buffet had been set up. You ordered pancakes and sausage, and for this you were billed $40 each. What’s worse, your company may charge you personally for exceeding the maximum per diem rates.

In looking back at this event, you remember that other guests on your floor were having a continental breakfast in a lounge on your floor. Perhaps that’s where the hotel expected all guests on the weekend rate to eat. However, your administrative assistant had specifically asked about this matter when she made the reservations, and she was told that you could order breakfast from the menu at the hotel’s Italian restaurant, Carbone.

Your Task. 

You want to straighten out this problem, and you can’t do it by telephone because you suspect that you will need a written record of this entire mess. Online you have tried in vain to find an e-mail address for guest relations at Aria. Write a persuasive claim to Customer Service, Aria Resort & Casino, 3730 Las Vegas Boulevard, Las Vegas, NV 89158. Should you include a copy of the credit card statement showing the charge?