Microtel Inn & Suites by Wyndham Tunica Resorts

On May 24,2014, my husband and I booked a room at Microtel Inn & Suites in Tunica. It was the biggest mistake ever. We arrived to check in and the attendant at the front desk walked up to the counter from the back and all he said was "You got a reservation"? No hello, welcome, nothing at all. We were handed keys to Room 333. Upon inspection of the room, there was no way we were going to stay in that room. One bed had a brown recluse in it and the other had disgusting brownish/ black stains on the comforter. At that point we went no further and went back to the front desk. We preceded to tell the desk attendant the problems. He asked what room and handed us the keys to another room. Once again TERRIBLE customer service. No apology just "here" and keys to room 332. Upon arrival in room 332, the air was turned off and very hot in the room, the cover to the a/c was laying on the ground, Hair was in the beds and in the wash clothes, Stains on the pillows, stains on the carpet in the room as well as the hallway, rust stains all over the tissue holder, dead roach in the bathroom, the blanket was a foam like material and it had holes all in it with stains. At that point we tried to locate another hotel but they were all booked. We came to the conclusion that changing rooms a third time would do no good. We accepted the fact that the hotel was just disgusting and we had made a horrible judgment call on booking there. The housekeeping room was even questionable, very dirty, dusty, extra towel laying on dust covered boxes. The next morning I expressed our unsatisfaction. The morning attendant made me aware that because I paid threw [redacted] line there was nothing that could be done and offered me 50% off another stay. That was a joke. She made a copy of the list of problems and stated "she would try" to get a manager to call me. I have still not heard a single word, which doesn't surprise me.Product_Or_Service: Hotel RoomDesired SettlementI would like a full refund in the amount of $93.21 and a letter of apology from the manager who ignored the issue. Business Response Contact Email: [email protected] regret Ms [redacted]'s bad experience at our hotel and will gladly do whatever we can to help. We explained to her that because they booked through [redacted].com, she would have to call them and they could refund her money. We explained that [redacted] would call us and ask if we would release our claim on the booking and we would do so. We still can resolve this issue through [redacted], but if that is not successful, we will take other measures to satisfy Ms [redacted]. As General Manager, I apologize to Ms [redacted] for the state of the hotel and for the way she was treated by the staff. I hope she will accept my deepest regret that she had such an experience at Microtel Tunica.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I was told I could NOT get a refund at all. If I had known all I had to do was call [redacted], I would have already done so. I want Microtel to refund my charges.I dont believe I should have to continue jumping threw hoops to get a refund.Final Business Response I apologize for not making myself clear. We want you to get your money back. I will gladly give you a refund, but I need your help. Could you call [redacted] and ask them to give you a refund? That way we can get our money back from them and I agree to pay the difference between what you paid [redacted] and what they paid us. I will have a check sent to you in the amount of $93.21 no matter what [redacted] says. I hope that will be satisfactory. I am sorry you had such a bad experience at our hotel. All of us here wish you the best.

Assistant manager [redacted] was very rude to myself and my family. She yelled at me and my kids in front of other customers. On February 21, [redacted] my children and other children were sitting in the hall on their phones when the assistant Manger who identified her self as [redacted] screamed at the children telling them they were rude and disrespectful for sitting out in the hall. I actually heard her screaming but did not go out because I thought it was other hotel guest. It is a very rainy and cold day and the rooms are too small for the children to gather in so they sat outside. My kids came to tell me what [redacted] said and I went down to ask her to please talk to adult in the future and don't yell at my kids. She proceeded to yell at me and call me "boo" and tell me that I need to watch my kids and she wouldn't have to yell at them. I told her to please speak with an adult next time and she walks away. She stated that they were watching the kids on the camera and the kids were taking pictures and pulling down their pants. I asked her to please pull the footage and I would deal with my kids directly. She said, "I ain't pulling a darn thing". I ask to speak to her supervisor and she said that he has the flu and I can take a card and call him another day. I took the card and went upstairs to my room. Another guest commented how rude the asst. manager was. I asked him to please make a formal complaint as well. Once back in my room I get a call from [redacted] telling us we had to get out of the hotel. We requested the manager to call first. The manager called us and told us to get out and would not allow my husband to explain how rude the asst. Manger was. He told us that we had several complaints and he wanted us out. We were never told there was a problem until the lady came up stairs yelling at the kids and because I asked her not to talk to my kids that way, we were put out. We left quietly in the pouring rain and found another room.Desired SettlementWe would like to be reimbursed for our stay for both Friday and Saturday night at another hotel. Approximately $250. We wil provide receipts if necessary. Business Response We refute the claims of this guest. These are not factual statements and do not match those of three Front Desk clerks, my assistant manager and my maintenance manager. This guest was abusive, used vulgar language at high volumes in the public areas of the hotel and intimidated the staff. Her party was seen in the hotel hallways for hours sitting on the floor, playing games, eating and yelling at each other. We have video of these behaviors in addition to the times the youths pulled down their pants to expose their buttocks to the public. Other guests complained about this party and the guests in question were asked to help us by keeping their children quiet. The next day the guest denied being asked this question. As hotel manager, I was called by the assistant manager and advised about the disruption this guest and her party were causing. When I heard that other guests had checked out to avoid being around those making the disturbance, and another guest reported that he feared being on that floor, I told the assistant manager to tell the guest she had to leave the hotel. One guest can not cause an environment in which other guests feel unsafe and uncomfortable. I spoke by phone to a man in the room and he denied that any member of his party made any loud noises showed any bad behavior. I told him that my staff had investigated the incident and determined that people from his room were the ones causing the problems. I also told him that he had to leave the hotel and I would call the Sheriff's deputies to escort him out if he did not leave on his own accord. After we hung us, I waited a few minutes and called back to see if we could resolve this issue without any further unpleasantness, but the registered guest hung up on me. They told me they would be complaining about the way they were treated and I was notified by Microtel that their complaint came through the same day they left. In retrospect, I should have asked the Sheriff's deputies to help escort these guests out of the hotel several hours earlier than I told them to leave. They caused several guests to complain about the noise, others checked out early to get away from them, and at least two guests stated they were frightened by members of this party. The registered guest made a scene in the lobby, cursing, yelling and waving her arms around. Most of the other guests present left the area. My staff had to reassure the guests staying nearby that we would keep them safe and would make the noise level go down. We did these guests a favor by not having them arrested and that has proved to be a decision I regret. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The gentleman making this statement was not on the premises and he can only tell you what others have said. If our children were unruly please give evidence of when we were told. No one contacted our room at all. The first time we heard about it was when the kids were being yelled at in the hall by the asst manager. My complaint is 1. Find an adult don't yell at the children and 2. When I as the adult came to talk to you treat me as a customer and stop acting ghetto. Customer service was a joke. 3. Please provide proof of anyone checking out after 1230 on the day in question. A guest was behind me and he told me how rude the lady was to me and said he would complain. There was 2 other families with me I was the only one asked to leave. If the children were such a disruption everyone in my party should have been asked to leave. If the children were being unruly as you say all I ask is that an adult be talked to. The employee has no right to yell at me or any other guest. Please pull the video on that. At this point, the children and what they were or were not doing is not the issue. The issue is how you handled the situation. Please note that we left without any issues. There was no need to call anyone. If anyone felt unsafe it was us. We are two reputable people in our community and have never had issues with others. My husband serves this country and I educate this country's children. We have servant hearts and wish not to be treated like common criminals. I in retrospect should have waited for them to call the sheriff so they could see how ignorant the manager was acting. Final Business Response Upon further review we have decided to rescind our offer to return the guest's money for their night's stay. We see no reason to reward them for their hostile and aggressive behavior.We resent the implied threats from the Revdex.com. You have indicated that if we do not do as you demand, our business will be negatively impacted. You have given the appearance of working with this guest to extract money from our hotel. Hopefully we are wrong and there is no threat and we do not claim to be experts in such matters. We can only describe the impressions your communications have given us.