Days Inn-Lanham

From: Sara P[redacted] 
#222222; font-size: small; font-family: arial;">Date: Mon, Sep 22, 2014 at 3:54 PMSubject: ID # [redacted]To: "[redacted]" <[redacted]>
Brenda,
 
This email is in regard to ID # [redacted] sent to the Days Inn- Lanham. The issue that occurred was with a front desk agent who was new to the job and not familiar with canceling reservations. We have corrected the mistake by refunding the guest the full amount requested and further trained our staff to handle guest complaints.
 
This should close the matter.
Thank you,
 
 
Daysinn
9023 Annapolis Road 
Lanham, MD 20706
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ext [redacted]

Review: I stayed at the Days Inn in Lanham, MD on May 12-13, 2013. I booked two rooms for two nights. Both rooms were dirty and poorly taken care of (outlets and fire alarm falling out of wall, dusty everywhere, dirty lamp shades, holes in blanket, mattress foundation falling apart to name a few). The decor was very old and out dated. The bed was hard. The sheets where stained and very old. The only use flat sheets to cover the bed. The room smelled nasty. I asked for new sheets and they were dirty and old as the ones on my bed. The other room was the same as the first only this room had bugs! We were there less than 2 hours and wanted to leave. They would not refund our money (their reason was because we spent more than 30 minutes in the room before we voiced our complaints) and we spent two hours debating this matter with 2 ill-mannered and disrespectful clerks. Since they told us to speak with their General Manager we had to change our rooms. The new room sheets and pillow cases were also dirty. The desk clerk took me into the storage room to get new sheets and pillow cases. We went through at least 10 sets before finding one without stains. The General Manager came in at 10am and left before 12pm for the day. We had somewhere to be by the time she came so we called to set up a meeting. We called multiple times within an hour and she did not answer even though the clerk said she was there. We rushed back from where we were to catch her before checkout time and she was already gone. We had the clerk call her. I spoke to her on the phone and explained what happened and about the bugs. She told me her hotel has no bugs and because we stayed more than 5 minutes (this is not a mistype she said 5 minutes) in the room that we will not get a refund. My mom had a cup full of the bugs she collected from her room and showed the clerk who verified to the GM. We also went back to the room with the Head of Housekeeping and she with her own eyes seen the bugs in the room. The GM was nasty and only gave us 10% off the room with the bugs! This hotel is making your company look bad. I have reported them to the Attorney General and have filed a complaint with their corporate office. On May 17 at 5:26pm The Front desk manager called and offered 15% more off the room. I told him we are seeking a full refund for both rooms. He told me they had to pay to clean the rooms we were switched to. I told him that if they had refunded our money and let us leave like we wanted to they wouldn’t have had to do that. I explained that we felt like prisoners because they wouldn't give us a refund and let us leave. But he insisted it was our fault for not complaining five minutes after checking in, even though we did not stay in the room long enough to encounter the bugs.Desired Settlement: Supply a full refund for both rooms booked. I paid using both cash and credit card.

Business

Response:

Check Message tab or see attached.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: I had a reservation for two rooms, I cancel one of them upon arrival at the hotel prior to 6pm which is the cancellation policy that was explained to me while making the reservation. I checked in and paid for one roomat the rate of $88 and cancel the reservation for the second room. The hotel placed a second charge of $98 on my credit card for a reservation that was canceled

Business

Response:

From: Sara P[redacted]

Date: Mon, Sep 22, 2014 at 3:54 PM

Subject: ID # [redacted]

To: "[redacted]" <[redacted]>

Brenda,