Quality Inn

Initial Business Response /* (1000, 5, 2016/05/24) */
I am responding to a guest complaint for [redacted] and case X XXXXXXXX. Our guest [redacted] did in fact call and inform us that her boyfriends credit card had been charged three times. As I looked at the information we had in our computer, I saw...

that a credit card belonging to a Mr. Ty Mosher had been charged accidentally. I then received a call from the online source that booked the reservation stating that our mutual guest had been wrongfully charged, I agreed and reversed the charge and then proceeded to charge the appropriate card number given to me by the online company. Later that day I received a. call from our guest once again and she stated that nothing had been taken care of. I explained the steps I had taken with the online booking party and that according to our computer, we did accidentally charge her boyfriends card just once, but I had in fact reversed that charge. She explained that her statement is showing three charges form our hotel, I offered to send her a receipt to offer her peace of mind that we did "In good faith" reverse that charge and I will try to figure out why three charges are appearing. She did in fact decline my offer to send this information to her, I insisted that we did take care of it on our end and that I would call our processing company to see what the issue was. We then finished our conversation and she was understandably upset. I called the online booking company first to make sure they did not charge her three times. They said they did not, but questioned why she was contacting the hotel. The representative told me, "I don't know why she's calling you, we sent an email to her stating that the issue was resolved." I said I didn't know but that I just wanted to make sure you guys didn't charge her three times, He verified and said they did not. I then called our processing company to make sure there was not a mistake on their end. He ensured me that there was only one charge to Mr. Mosher's specific card number, and that there were not three charges. I replied that I knew about the one charge and that I had reversed it He stated that he did not know why there were three charges on our guest's statement and he then gave me a processing number that should appear with that one charge and anything else that shows as our charge should be disputed by our guest with their personal bank to get those transactions taken off their account. I then called Ms. [redacted]'s number and left a message on her voicemail sharing the information that was shared with me and how to take care of the situation, I don't know if Ms. [redacted] was able to reach her bank and clarify the situation. I understand it's been a very frustrating issue for our guest because I have been in a similar situation myself, but I believe that we have taken every step possible to ensure we fixed our mistake and that no party has charged Mr. Mosher multiple times regarding the stay. Along with this letter, I am sending a copy of the final transactions that took place on her account. You'll see on May 1st we did mistankenly charge Mr. Mosher's Visa card in the amount of $74.12, but when contacted by the online booking company on May 11th, we did adjust that transaction and reimburse the money back to his Visa card in the amount of $74.12. On that same day, I also charged the proper merchant card (Master Card) given to me for these transactions in the amount of $74.12.
If there are any further questions or information needed, please feel free to contact the hotel and we will be more than happy to help.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Quality inn still owes a refund for $74 they already received a $92 dollar payment from Priceline for the one night stay. Quality inn charged us twice in the amount of $74 in which only one was refunded. I have contacted Priceline and they confirmed that quality inn received a payment for my reservations in the amount of $92 dollars. As it stands quality inn has taken a $94 dollar payment and a $ 74 payment. I want to be compensated for my time as well as I was not provided with my king size bed as booked in my reservations.
Final Business Response /* (4000, 9, 2016/06/15) */
Dear Ms. [redacted]
Let me once again apologize for the inconvenience this has caused. As you are aware, I have been working on other cases similar to yours. Through this process, I have contacted five different credit card sources and all have confirmed with me that we followed proper refund procedures and that Mr. [redacted] credit card company is responsible to release the funds. I have learned that our guests in this situation, have credit card companies that are now holding their funds for 30 days. This is a situation that we here at the hotel can not control. If this is the same process in your situation, Mr. [redacted] funds should have been released 30 days after our reimbursement. Although we can not control the hold period, I have learned that I can talk to our customers personal bank and give them an authorization code as proof of release. The bank will then take that into consideration and release the funds according to their procedures. Please give us a call here at the hotel and I will call your personal bank on your behalf. The number for Mr. [redacted] bank will be on the back of his credit card. I hope this information helps.
Sincerely,
[redacted]
Front Office Manager

(The following is an e-mail response to Revdex.com staff - [redacted]I am responding you in regards to the attached complaint on Revdex.com. I would like to take this opportunity to clarify the situation. Upon initial complain of the guest, Manager, Abbas [redacted] personally went and checked the room. There are...

absolutely no bed bugs in the room, that room is a Jacuzzi room and is our most rented room. Since this guest have stayed, we have rented that room several time. Guest was making excused for refund and when the refund was denied, the guest purposely broke the TV in the room (which has not been charged to his account as the card on file was declined). As guest claims "he was chased out", this is not true. Housekeeping supervisor noticed the broken TV and went after guest to pay for the charges as guest is responsible for the damage done to the room. This is when the guest placed snow on his car's number plate and sped off the parking lot. We also have video and pictures of this, if you like I can also send those in the email. Front desk apologized to guest and tried to fix the issue he may had but guest insisted on refund after the room occupied for several hours. As per hotel policy, refunds are not issued for issues that don't exist. We have apologized to guest and have balance of damages on his account which has not been paid for the damaged TV.

With regards to the above mentioned complaint, please note that we have three different kind of coupons in the market and our valued guest are enjoying the coupons rate for more than one year without any problem.Please note that every day we have certain numbers of rooms available for our ...

valued guest at the coupons rate.  It is also mentioned on all of our coupons that Coupons rooms are subjected to availability.  The day Mr. [redacted] visited our hotel we sold out for available coupons rate rooms.  When Mr. [redacted] asked the desk clerk about availability of the room, the desk Clerk replied that yes, we have room available but when Mr. [redacted] asked about the coupons rate the desk Clerk replied that, we do not have any room available at coupons rate.I would like to sincerely apologize for the inconvenience to Mr. [redacted].  I can offer him stay at discounted price on his next visit to St. Robert.  Please feel free to contact me @ [redacted] for any questions or concerns.

After receiving the letter your complaints during your stay we have reviewed the issues that were mentioned. We have determined that there were a few legitimate claims which we have repaired or in process of being repaired. For instance, the side glass entrance door not working properly. Also the...

park bench outside was leaning slightly and this has been fixed. We are willing to provide the customer with a refund for her room as a courtesy. However, our records do not indicate any specific claims to issues from her friend’s about their rooms during their stay.   Thank you Hotel Manager[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisfied with the response of the hotel. I feel they are not telling the truth. They sent me pictures of towels which I had to use to clean my mother up. There was no mention of fetus on the floor. We were in the room from Sat-Mon without room service. I had to use something to clean up with. The reason the room had to be shut down because it had had no service. The $100 is too much to pay. I am questioning how many other guest the hotel has ripped off. I want the $100 refunded to my credit card. Thanks
Regards,
[redacted]

See attached.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11976036, and find that this resolution is satisfactory to me. 
Regards,
Rita [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your...

reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for your prompt handling of this.
 
Regards,

Initial Business Response /* (1000, 5, 2016/06/21) */
Thank you for forwarding the comment from our customer regarding their stay. As noted on all booking sites, a valid credit card is required to check into our hotel. We take an authorization on the credit card provided in the amount of the room...

and tax plus $200.00 for incidentals. This authorization is released upon check out of the hotel. The credit card presented by the guest has been charged for room and tax only and any remaining authorization has been released. We would have appreciated the opportunity to resolve this complaint while the guest was still at the hotel, it seems that the guest checked out just this morning with no mention of the above stated issues. The only service notes we have regarding the guest stay was that there was a missing blanket which the guest wanted to make sure we knew they did not take it. I have notified the police department with your description of parking lot activities and they will have increased patrols to apprehend anyone acting outside of the law. Please always feel free to notify hotel staff when you suspect illegal activity, we do not allow such activity at our hotel and they would be immediately removed. Unfortunately we are unable to provide you the refund requested due to not being able to verify the conditions reported. We appreciate your business, thank you for your time and feedback.

From: General Manager VA [mailto:[redacted]] Sent: Monday, November 24, 2014 8:08 PMTo: [redacted]Cc: [redacted] apology letterDear Mr. [redacted], I am writing to apologize to you and your wife of the smoking accusations assaulted against you the night of your stay here with us at the Quality Inn on 9/5/14 thru 9/6/14 and you also stayed with us on 9/9/14 thru 9/10/14. I left a message to inquire on the church that you are a pastor at so I can send you a letter there also however I did not hear from you. We need to close this case therefore, I am writing a letter of apology. I hope you accept this apology and hope you have a wonderful Thanksgiving. Thank you.  --Thank you,[redacted] - GM

Complaint: [redacted]
I am rejecting this response because: My confirmation is for a non-smoking room and it says right on the confirmation. This hotel is so awful to assume a box fan is acceptable with no air conditioning? I will continue to fight this. It is such a shame our customer service has come to this point.
Regards,
[redacted]

AWP
(74 New Castle Blvd, DE 19720)
It is 8/13/14 they are still sending the notice:
WATER UPDATE
Unfortunately, we have been unable to
contact you by phone.
Please contact us within the next 72 hours.
Call Between
9:00am-9:00pm - Monday thru Friday
9:00am - 1:pm - Saturday
3o2-[redacted] Thank You
These should have filtered out of the mailing system by now if they had stopped sending them out. I am in South Jersey and it would only take a week to get here.

Home Depot offers their water testing kits, that ask you to send them a sample of your water. I did this and was contacted by the company a few weeks later. They said to get the results I needed to set up an appointment, which I did.
The company contacted me the morning of the appointment to make sure I would be home, responded Yes.
The appointment time came and went, an hour after the appointment time, I called. They apologized, said there was something wrong with their phone system. (Funny cause their rep called me from her cell phone). They asked if they could schedule another time, again I answered Yes, but they said they needed to call me back to reschedule.
Couple of days goes by, I get another call from them, telling me the same as before that they needed to come to my home to give me the results, then the lady? says I'm replying rudely, as IF I was doing something wrong. The only thing I requested was for her to tell me the name of the company, which she says quickly, as If it's not necessary for her to tell me.
I'm reporting them to the Home Depot, they don't need an unreliable, unprofessional company to represent them...

Dear Revdex.com:  While we do regret that a portion of our market finds our mailing
piece to be a nuisance.  We did, in fact,
attempt to add disclaimers and cease the mailing, however, both attempts
resulted in a loss of business.  While we understand that direct...

blind
marketing can be a nuisance to some, it is a valuable tool in our organization,
as well as many other companies.  Blind marketing direct mail pieces are
used by many,many businesses throughout the U.S. While there are a handful
of individuals who are unhappy with this marketing program, we have
acquired many new happy customers who now own our product and now enjoy clean
healthy water in their homes.  Thank you.

[redacted] and [redacted] listed this hotel as a [redacted] but it was really a Quality Inn--not up to the same standard.

I purchased a water treatment product with this company several years ago in order to maintain the PH level in my water and they also sold me on softening my water. I have ongoing issues not only with the product maintaining my water but also with customer relations. Scheduled appts have been not documented properly and then they want to charge me a service call that is unwarranted. I pay for worn items to be fixed and they do not work again weeks later. I am highly unsatisfied and am stuck at the same time since the original product was so costly I can't afford to start over or sell the item for that matter.

This guest made a reservation with her points but our deadline to guarantee the room is 2am. She came in at 4am and needed to make a new reservation and pay. We were correct in following our policy but because this guest frequents our hotel we gave this guest a full refund of $151.

I have been researching this guest [redacted] profile to find out if he is who he says he is. He mentioned to my front desk staff member that he is a pastor. I have searched for him and could not find him. Even though there was smell of marijuana, I have "voided" what was still lingering as an "authorization" of $100.00 and I will email the guest and ask him for his bank's telephone number so that I can ask them to release the $100 back to the guest's credit card. I did not see any other extra amounts. The only sale amount was of $99.76. 
 
If you have any questions or would like to speak with me, you can reach me on my cell at [redacted] 
 
--
Thank you,
[redacted] - GM

Initial Business Response /* (1000, 8, 2015/06/22) */
We sincerely apologize for failing to meet your standards in optimal quality. We have received the complaint and resolution request for the stay in the jacuzzi suite. A full refund of $91.09 has been granted as a final resoultion. We have taken...

in depth measures to ensure all errors get corrected promptly and with haste.
Thank you for staying with us, and we hope in the future to come you will allow us a second opportunity to serve your needs.
Initial Consumer Rebuttal /* (2000, 11, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept because that's what I expected back. Thank you.