Quality Inn

---------- Forwarded message ----------From: Fred Torrance<[email protected]>Date: Wed, May 18, 2016 at 6:01 PMSubject: complaint #11439212To: [email protected] am pleased to notify you that my issue with Quality Inn of Olathe, Kansas has been resolved.Thank you for any...

assistance you may have contributed to getting my refund from this vendor.

Just finished a downsizing move with Gentle-Men Movers. These guys were very helpful and efficient. Always moving! They were careful to NOT damage walls, furniture, or doorways. Highly recommend these movers!

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]

I am rejecting this response because:  Attached is the contract the GM sent to me on 9-9.  I signed and sent back the contract on 9-15.  There was never any response from the hotel that they received my contract.  So I followed up on 9-20, to verify that they received it, and specifically asked via that email if we were OK for our date.  He simply replied back, yes, you are good.  The only verbiage on the contract states Fixed Cutoff Date of 9-30.  But that is not described or explained, and there are no terms or conditions surrounding that.  Just a statement of date.  7 Days after that cutoff date, the GM contacted me and said, we have 19 rooms left, do you want them?!  I replied, I have 52 rooms guaranteed via the contract, and his only response was, you didn't provide your room list by the cutoff date, so those rooms went back to the hotel to sell.  I asked how I would know to send the rooming list, and his response was, "it's common knowledge, everyone knows that".  A hotel GM knows what that means, but not a person booking hotel rooms not in the industry.  Furthermore, my counsel has instructed me the "Fixed Cutoff Date" should be defined or explained.  Does that mean the rooming list is due by that date?  Or the credit card or PO/payment is due by the date?  One or the other?  Or perhaps both?.  The answer is not that it is common knowledge.  If it was common knowledge, the average lay person would know it.  
A few observations about this issue.  1.  The fixed cutoff date should have been defined or explained.  2.  I emailed and asked if we were OK, and he responded simply yes you are.  He could have further instructed, but you need to provide your rooming list and/or payment by the date.  3.  We had 52 rooms via contract that he had no information on and was not keeping any longer.  On 9-30 he should have reached out and questioned, You have 52 rooms, did you want to keep these, because I need X,Y,Z.  4.  Had he not caught it on that date, He should have done something similar a day or two later. "do you want these rooms, they are to be released".  5.  His only attempt to rectify the situation was contacting me 7 days later trying to sell his remaining rooms!!!  6.  I asked how was I to provide payment and the rooming list.  Is there a standard form?  Or template?  Or do I just send you an email with a credit card number to hold the rooms?  Obviously I had the credit card and rooming list to provide him.  Had he requested it, I could have easily provided it.  7.  He was unwilling to reach a solution to our guarantee and his breach of contract.
No one in their right mind, or professional capacity, would "give away" a contracted 52 rooms, without first contacting the group to clarify if they still wanted them and needed them, and provided the necessary information.  That is simply unacceptable and incompetent. R
Regards,
[redacted]

Dear
Mr. [redacted]
 
Thank you for taking the...

time to tell us
about your experience at our hotel. I am sorry to hear you were disappointed on
this occasion, and I apologize for any inconvenience you experienced.
There are unfortunately blackout dates
for the coupon rate of $59.99 during city wide events in which we do not accept
the coupons.  I do see however see that they did give you a special rate
of $89.00 for that night, our rate during the
Street Rod Event was $109.00.
Our policy is to have a credit card on
file to authorize only for $5.00 when paying cash at check in. I am uncertain
how your credit card was authorized for $107.36, I am looking into this matter.
This was an authorization only and you should already have received
the funds back to your account.
   
I sincerely apologize for the confusion
surrounding your room accommodations and room rate. We do appreciate your
patronage, Mr. [redacted] and I am confident that your next stay at our hotel will
be a pleasant one.
We sincerely appreciate your feedback. It
provides us with the information needed to correct problems and improve the
services we offer our guests.
I would like to offer you a TWO night
Complimentary stay! Please contact the hotel directly when making your
reservations we would love to assist you!
 
 
 
Thank you,
[redacted]
General Manager
Quality Inn
1301 Kentucky Mills Dr.
Louisville, KY 40299
PH: 502-[redacted]

Please be aware the motel in question is the Quality Inn; it was previously a [redacted]. Also, the money has been refunded in the form of a check for $100 and deposited in the account from which was taken. However, the comment on my receipt plainly stated "smoking pot in the room". I consider this...

defamation. I have a student at Liberty University and I'm a bi-vocational pastor of a Baptist church. I and my wife would enjoy a letter of apology from the manager at the Quality Inn.

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. 
Regards,

I must
first apologize for what you had experienced. Our hotel is a pet friendly hotel and while we do accept pets and are a favored hotel of hunters, your experience of finding a large tick is a first for us. I under st and we refunded your
daughters room right away and are researching what
kind...

ofcompensation we can offer you as you are not asking for any. Perhaps this resolution will suffice. We have slnce treated your room as a prec aution and we are grateful for you bringing this to our attention. Additionally we have put into
place a procedure that treats all pet occupied
rooms as soon as they check out and an inspection process by the GM and Head Housekeeper that verifies the treatment took place. We believe these steps should be helpful in making sure that no other guest, experience such an uncomfortable event.  Should your travels ever return you to Lawton I would like to offer you a night on us in a new ly renovated room as a gesture of good will and a heartfelt a po log y.

Revdex:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
While the situation was resolved, it took several attempts before the problem was diagnosed and repaired. We were blamed for the issue and told that we caused it when in reality, a warrantied part failed. We are satisfied with the repair but dealing with the company was problematic.
Regards,

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.While the business claims that the hotel rooms are...

regularly inspected and treated on a monthly basis, the evidence of bed bugs in room 143 was extensive. Under the mattress and on top of the boxed spring were casts of bed bugs and bed bug excrement indicating that the bugs had been present for some time. Please see attached photo evidence. Additionally, while we left behind a coat and a dog bed/ blanket in the room, we also had to dispose of our clothing and shoes before we left the hotel, in order to eliminate risk of bringing the contamination into our car. Yes, they did offer to wash the items, but washing and drying them on high heat sufficient enough to kill any bugs or eggs would have ruined the clothing and shrunk it. My husband had dress clothes on, with dress shoes (the shoes were worth $150 alone), and so with all of our name brand clothing, shoes, and a purse and wallet that was on the contaminated bed and obviously could not be laundered, the total of our losses DOES equal $350 as a conservative estimate. They may feel the matter is closed, but staying in this contaminated room cost us $350 extra on our cross-country trip. I do not intend to chalk that up to "travelers risk."
Regards,
[redacted]

Our home caught fire in May 2015 and during the time of being out of we paid Atlantic off through our contractor. They advise all filters were replaced and all the equipment was checked. When the house caught fire there were 9 people living in our home and the filters did need changed, but my husband and I are the only ones who mived back into the house as of 10/31/2015. The water was horrible so we called for servicing and was getting charged for a tech to come out even all the filters were supposed to be changed in August 2015 and no one was here to use the water till October 2015. We have been going back and forth with this company ecause they say the changed filters, we know they havent and we refuse to pay for a service call of $99 dollars to determine they did not do there job. My husband is a disabled retired veteran we are on a limited income and we cant afford to pay this company undue monies they havent even done a job to earn.....

Dear Revdex.com:  Our marketing department has discontinued the use of the marketing piece referred to in this Complaint.  Sincerely, [redacted]

Revdex.com:
10pt; line-height: 150%; font-family: Verdana;">I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,

Our hotel charged the guest $100 after they checked out due to the condition the room was left in at check-out. There were human feces on the floor, towels, and bed. This required extra clean-up and the towels were not reusable. The charge covers the cost of replacing the towels. Housekeeping...

also had to put the room down and shampoo the carpets, which means we were unable to rent the room. The guest called and asked about the charge and everything was explained thoroughly. We also provided her with pictures showing the condition of the room as it was found by housekeeping staff.

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.While the business claims that the hotel rooms are regularly inspected and treated on a monthly basis, the evidence of bed bugs in room 143 was extensive. Under the mattress and on top of the boxed spring were casts of bed bugs and bed bug excrement indicating that the bugs had been present for some time. Please see attached photo evidence.
Additionally, while we left behind a coat and a dog bed/ blanket in the room, we also had to dispose of our clothing and shoes before we left the hotel, in order to eliminate risk of bringing the contamination into our car. Yes, they did offer to wash the items, but washing and drying them on high heat sufficient enough to kill any bugs or eggs would have ruined the clothing and shrunk it. My husband had dress clothes on, with dress shoes (the shoes were worth $150 alone), and so with all of our name brand clothing, shoes, and a purse and wallet that was on the contaminated bed and obviously could not be laundered, the total of our losses DOES equal $350 as a conservative estimate.
They may feel the matter is closed, but staying in this contaminated room cost us $350 extra on our cross-country trip. I do not intend to chalk that up to "travelers risk."
Regards,
[redacted]

From: Revdex.com of Metro Washington DC
arial;"> <[email protected]>Date: Mon, Jul 21, 2014 at 2:20 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted] <[redacted]>
---------- Forwarded message ----------
From: Tracey S[redacted] <[redacted]>
Date: Mon, Jul 21, 2014 at 2:12 PM
Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].
To: "[email protected]" <[email protected]>
Dear [redacted],
Concerning this case, I had the [redacted]'s send me their statement from the bank.  We did indeed give credit back the charge of $75. Plus $38 fee they were charged from their bank.  They were indeed only charged $177.67.  Nothing more. If you would like anything faxed over I can do that.
Thank You,
Tracey S[redacted]
FOM
Quality Inn
Sent from my [redacted] Phone

Mr. [redacted],It was a duplicated charge made back on July 2015. This transactions was done through Credit Card Terminal and we did processed the refund through Choice Advantage System. I spoke to [redacted] before the refund process.I know for sure this guest got the Credit refund of $257.04 back...

in September 24th, 2015.Please see the Guest folio and the Credit card transactions shift4 statement.Thank You

Mr. G[redacted] stayed with QUality Inn - Camarillo on 9-5-2015 in room #207. This room is non-smoking. Mr[redacted] made reservation through Hotel.com. I personally check the room #207. Bedroom had no smell like sewage, we just change new furniture and condition is perfect. I am sorry to learn that...

Mr[redacted]s was not happy with room. We never had any complain for room #207 Mr[redacted]s never complain about room while staying with us.We are unable to refund the $140.12.

Greetings, I hope this letter finds you well. I am writing you today regarding the...

case ID # 11149168. At the Quality Inn, we are committed to provide the very best of guest Service and gladly resolve any issues that might be. The case ID # 11149168 was resolved with our guest and had been issued a full refund as of February 24" 2016. If you should have any question and/or concern, please do not hesitate to email or give us a call. Thank you for your assistance.
Respectfully,
D[redacted]
General Manager

I am rejecting this response because:
I'm ashamed at how untrue this response is. Much to my frustration, reading this email has me in awe! When I was asked why I did not change hotels, I clearly explained I was from out of town and had 4 children, and the young man at the front desk told me he would make certain changes (switch the tv) before I returned that evening. My husband and I had plans to attend a theater play that evening and the kids wanted to watch tv but because of the smoke detector being covered in plastic, (which was also mentioned and said to be taken care of before our return that evening and was not) my family suggested the children stay with them. We returned after 10 pm and no changes were made to the room so of course with four kids we were not switching hotels at that hour. My husband and I attempted multiple times to talk to you young man at the front desk asking for a manager and we were denied of that. I took plenty of pictures of the handbook stating that they ensure quality and accommodate customers and management is always available, none of this to be true with our stay! There should not be a manager running such an establishment who allows her employees to treat paying customers with such disrespect and certainly not someone running the front desk who has not a care in the world for people asking for their job to be done correctly. Yes I believe both the manager and front desk young man should be fired and I should have already contacted the local fire department to report the negligence to the rooms! I indeed was sent an email showing the refund was finally sent after almost 10 days.