Daigle Oil Company

This guest booked their reservation through a third party reservation site called ***On this site, The Gracie Inn hotel lists our various availabilities and provides different rates for the same roomThe basis of these rates is similar to how the airline industry worksThe cheapest
flights have very expensive “change” fees, vsthe expensive flights that allow free changesThese guests wanted to take advantage of the seriously discounted rate offered on ***, and therefore they chose the “non-refundable” rate, since it is approximately 10% cheaperWhen booking through this website, the customer is told that cancellations for whatever reason are not refundableSo if you don’t make your trip, you still have to pay for the roomThe guest confirms their understanding with *** that they understand the terms and conditions before the credit card is charged.On the *** website, a guest may make a particular request, such as front room, back room, high floor, low floor etcThe website is quite specific to state that requests are not guaranteed, but that the hotel will do its best to accommodate the request, based on availabilityTHE REQUEST IS NOT GUARANTEED and they read that when bookingTheir own words state: “Dear Staff! If possibleWe prefer a non-smoking studio/room with two beds, on ground floor and in the more quiet area of the BnB, we have small childrenSincerely, Onneby Family” Their own words state “If possible” and we did acknowledge this request the next day even though they know this might have not been a possibilityThis guest arrived and was given a room on the third floor (there is an elevator)They were unhappy with that room and they were moved to a ground floor room the following dayWe listened to them and we helped them.Regarding her child falling down the stairs, the doors to the hotel rooms have locks on themThe child fell down the stairs, because the mother left the child unattended in the room and went out(interestingly, she forgets to mention this) This is not the fault of the hotel, but one of the motherThankfully, the child was not hurt and the mother acknowledged to the manager her error at the time because she left the child unattendedHow can she honestly fault the hotel for it not being safe because we have a carpeted staircase?Our hotel is clean and safeWe have not had any robberies or theftsWe are a small BNB, located in a top neighborhood on the Upper East Side of ManhattanThis woman’s child did not have any allergic reactions to our hotelWe have two cleaning staff people on site and the room is cleaned daily, as in most hotelsThe outlets in the room have safety plugs so that a child cannot put its fingers in the socketsThe windows can be locked and there is air conditioning.All room photos are available on the website for the room that a person choosesIf she is claiming that the room was not the same as what was on the website, that would depend on what room she clicked onWe have very expensive penthouse rooms that cost upwards of $300/nightShe didn’t pay that, but she is insinuating that the room did not match what was on the websiteOnce again, this is not true.We held a room for these peopleThey did not like itNot everyone can like what you offer them or what they purchaseWe did whatever we could to make their stay comfortable, but they would not have itThey are not entitled to a refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This is our side of the storyAnd excuse my poor English spelling and vocabularyI will try to do my best.In April I made a reservation via *** claim to be a serious website, With good hotels/hostelsTherefore, I assumed hostels listed through this third party to be somewhat serious reliable and professionalMaybe ignorant on My part, but there must be some business ethics and general business laws that define What we as customers can expect from listed hotels on a well known and established website. First of all, prior to payment I did read about the non-refund policy, therefor I called the B&B directly, to clear things outHence, it is stated that if you make a reservation directly with the B&B payments are refundableThe lady that I spoke with, insured me that "do not worry, everything will work out fine, if you are not satisfied"The reason why I was very careful and read all the transcripts and made sure that we were not going to be fooled is this, US $It is a lot of money, when you book hostel or hotel outside the common and well known chains(I can enclose transcripts from my phone company, when we return to Sweden, the list will show that I called B&B more than once.)We feel that we have been fooledThe trustworthy reply from the lady made me proced the paymentOtherwise we would have chosen another placeWhere we know that we are safe, and not jepardizing our health, and where we know that we can sleep in clean roomsAnd where we know That we can check out if plans are changed, and have money back. In addition, there must be some legal standard for business owners (to gurantee quality upon delivery) Who are doing business With people located in another countryOtherwise the entire system of global trade Will collapseYou sell a but deliver zNo one can or Will do business in such a worldAnd here is our case, the B&B sold us wooden floors, terrace, nice and clean, With a kitchen, and all we got Was a dirty and unsafe room.Second of all, upon our arrival, when we checked in, (like you do in all hotels, you sign in, believing that the rooms are somewhat clean and most of all safe.) We did not have the chance to see the room, 306, however knowing this, we now understand why the young staff member stressed us to sign papers for transaction, thereafter we found out that the room was on the third floor and that the room was an unsafe environment for our childrenNot only did the windows lack safety locks and unsafe electric cords hang visually within reach in the closet and other parts of the room, it was also a hygiene disaster, with old food remains and green fungus looking growing in the refigurator, human remains like hair and skin still in the bath tub, dust and insects in the kitchen cabinetsWe did take photos of the dirty room, if someone is interestedAnd last but not least, the extremely dirty carpet on the floor is a bio-hazardOur youngest has allergy and she started sneezing when we entered the room(That is the first sign That she is reacting on something in her surrounding)Maybe We are overprotective as parents, however I would never Ever recommend anyone to have their children nor beloved pets in this room. When we found out this mistake of being placed on third floor, (I did before arrival specifically ask for a room on ground level, hence We have small children) the staff had left. Then my husband went out to buy water, because we were tired and thirsty after our flight, and I went to the bathroom to attend my big private needWhile sitting on the toilette I hear how my oldest daughter unlock and open the front door, I shouted Stop/No! really loud, however My youngest had already fallenBecause the stairways is directly outside the room My question isHow can a serious b&b manager place a family With small children in such a bad and unsafe room, With a clear consciuos? I meanThe electric cordsLack of safety bults on door and WindowsAnd the dirtAnd the stairwell.While My husband Was With our youngest I called the emergency number listed on the front door, I Was in panic and literally crying to the manager, begging him to help usHowever, he explained That I Was disturbing him on his day off and he informed me That he Will Hung upWhich he didThereafter We had to check in at another hotel. The day after we walked over there to find a solution for both of us, and Almost immediately when we walked into the house My youngest started sneezing and coughing, (she does That when she reacts on things.) I asked the manager if pets are welcome at the B&B, which they are, and the manager also told me That Two cats stayed in the B&B Two weeks agoOur daughter is super allergic to cats, and it takes up to six months to get rid of all cat hair, in a room or house. Therefor I told the manager that we are checking out, That we cannot stay there, our child is very fragile, being *** *** *** *** and often sick, With a *** *** *** *** and allergic to things (especially cats.) (It is important That you know, That our daughter actually had an allergic reaction, where we had to call for an ambulance, she got treatment and medications at the Presbyterian Hospital on *** *** ***, documentation and rapport of this incident can be provided by MD Amanda K***.) We want our money backThis issue has not been treated professionallyWe have spent much of our precious vacation time Trying to find hotelsThis whole story puts a boring shimmer over our vacation. And we tried to find a solution, where we even offered the B&B to pay for four nights at the same time as Someone else stayed in the room and thereby try to solve this in a good way for all of usThe manager Rubens immediate respons to My proposal was; "I guess that could work". I understand this response as a yes We Will refund you, the US $.It is very important to know That I, As I walked into Rubens Office That morning, turned on My cellphone recorder, so I can prove to Gracie Inn That this conversation and suggested solution took place in Rubens Office, and That Ruben, liked My solution and he promised to get back to me. Sincerely *** ***, a mother who never leaves her children alone inside a dirty and unsafe house, in a country they do not know, speaking a language they do not understand, to go outside. I would also like to comment on the safety matters and the hygiene standard of this B&B."It is really bad." Skickat från min iPhone
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by Gracie Inn B&B regarding complaint ID [redacted]. Our room That we paid for but not stayed in because of poor safety for our children, Was rent out twice during this time. Gracie Inn therefor earned double fees, this must be illegal, how can a small business double charge tourists in this way? We were passing by the B&B Every other day and we have photage off other guests Staying in the room That we paid for but not stayed in. How can this be, What if we of a Sudden Wanted to come back? wich we never planned, but theoretically? Nothing With Gracie Inn Was operated professionally. We want our money back.  Sincerely,[redacted]