Western Inn Billings Motel

Dear Revdex.com, GreetingsThis email is in reference to the above complaintBoth of the guests in the room stayed for all three nights without complaintsWe received a call the day after checkout saying that the room was dirty and they were promised a refundHowever, upon further inspection of video records along with testimonies from our front desk clerks, it was concluded that they stayed all three nights without a single complaintAlso, the customer complaining did not even stay in the roomWe take all our complaints seriously as we try to help our guests have the best stayWe even have our housekeeping manager guarantee that all rooms are cleaned entirelyAs for the heating in the rooms; each room has a thermostat with a fan control to keep the room the temperature in which the guest prefersThis weekend was fairly busy for us due to many events going on in Billings, and we have no reports of complaints during this timeIn conclusion, the guest stayed all three nights without a complaint and will remained charged because of thatIf you have any questions please feel free to contact usAlso, sorry for the late reply, for the past motnhs we have been going through an email server change in which some emails were lost or not received.Thanks, Sean Public Relations Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] 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 complaintFor your reference, details of the offer I reviewed appear below.I don't care about a refund at all, I will never stay at this Motel again and neither will any of my family members or anybody else that I can persuadeI am not a very upset man, I am usually a very happy man, I do not know which uncle he is referring to that would have said this about meThe other man that he had a problem with was my fatherNow I do not let anyone talk to my father the way this man didThe only thing that stopped me from taking care of this the way it should have been taken care of was the fact that I was there to go to my grandmother's funeral and did not want to be in jailI did not yell back at him even though he was yelling at me, I did nothing to this it except walk in his front door, that is all it took for him to take a dislike to meI tried to explain to him what we wanted to do in a very professional manner, he was to stupid to listen to me and kept glaring and yelling at meI am a professional business men, I own two successful business'sI know how to communicate with people, this man was rude to me and my familyHe made our stay a very unforgettable one and not for good reasonsNow as far as the rest of his staff, he is lying about how I treated themI was very nice to his house keeperI was also very nice to the woman who fixed everything for us, I believe she is his wifeShe is the one who took over booking us in and physically pushed him out of the office into another roomShe was very nice to us, and did cater to all of our needsShe went above and beyond to make our stay comfortableMy complaint is not against her or her staffMy complaint is against the very rude man that my family and I had to deal with.I should have called to police and filed a complaint against him while I was there, he was that rude to meBefore I left as he was glaring at me I did tell him that he is a very lucky man Regards, [redacted] ***

Dear Revdex.com, Greetings from Western Inn BillingsThe reservation was made for a group for a funeral by [redacted] (one of the family members)Before confirming the reservation all the rates were explained in full detail to himHe never requested a handicapped room with two queen bedsWhen the guest checked-in, as per the booking, we explained again the full rate to each guestHe replied by telling us that he needed an easy-access, handicapped roomThe hotel manager met his requests and showed him the room and agreed upon the rate of $before taxes and fees with a 20% courtesy discountAlso, when he was shown the room the guest decided to use the facilities without registeringAn extended courtesy was given to the guest, all of our staff provided coffee, cookies and snacksin the afternoon past times when they were usually servedOur management even combined the tables in the lobby so that they could spend some family time by playing several games all throughout the afternoon with usually 8-people until the lobby was closedPertaining to the direct complaint from Steve: first of all he was an extremely rude person to almost all of our staff(which was confirmed by his uncle that he was usually an upset person that would handle all of their problems on the road)Secondly, there was no mention of a refundLastly, we extended all courtesies possible to cater for this group and everyone in it personallyIf you have any questions please feel free to contact us.Thanks, [redacted] in Reservations/Guest Services Western Inn Billings

Complaint: [redacted] I am rejecting this response because: They did not stay all three nights they stayed one nightI then phoned the desk to see if they could get a refund for the next two nights due to the uncleanliness of the room and it was not up to standard with the thermostatMy husband and mother in law walked down to file a complaint to see if they could get there refund for the next two nightsAt that time the front desk clerk told them in person that they would be refunded for he next two nights and would see it shown on the cards in 3-business daysThe front desk clerk then proceeded to take their room keys to not allow them access back into the roomsThey went to a new hotel for the next two nights and I have proper documentation that shows that hey did not stay the next two nightsThe western inn keeps lying to everyone with the hoax from the pictures of the motel to the staffingI still have not received and email or personal call from the managerThe employees still refuse to let me leave a message for him or give me a time to talk with him about the subject Sincerely, [redacted] ***

Dear Revdex.com, Greetings from Western Inn BillingsThe guest made the reservation online, and received an email confirmation detailing our cancellation/modification/no-show policiesUpon arrival, the guest seemed very upset about thepricing and taxes even though it was guaranteed to them before making the reservationThey then proceeded to cheand stay in the room for almost hours before coming to the office to start complaining about theroomThey were very loud and disruptive, and were very threatening to our front desk clerkThe front desk clerk then calmly offered them another room, at which point they demanded a refund and stormed outAfter they left our housekeeper went and checked to room, and upon further inspection found nothing to be wrong with the roomA few days later we started receiving very harrassing calls from them demanding a refund for the nightsthey did not stayWe told them that the policies they agreed to on our website state that they would have to modify or cancel the reservation days prior to the chedateAt this point they started to threaten us with bad review and complaints to the Revdex.com, and other such placesIn conclusion, the room was not dirty in any way, the front desk clerk was not rude or sarcastic, nor will we refund the charge due to our policiesIf you have any questions pleasefeel free to contact us.Thanks, Western inn Billings

Complaint: [redacted] I am rejecting this response because: I just read a response from the business that I complained about and am disgusted by the blatant lies being told by these people! I for one, never complained about the price, the price is why I booked the hotel to begin with! And I did bring all of our concerns to the front desk the very first night as well as the second day and was told that management would contact me and it never occurred I am very upset that they are trying to just push this off on the consumer and not take responsibility for their poor service! What can I do further? Sincerely, [redacted] ***

Dear BBB, Greetings from Western Inn Billings. As we stated before, we never received any complaints besides the pricing. Nor do we have any camera footage/phone recordings of the guest complaining to the front desk clerk. On the first day the housekeeper asked if she needed service to which the guest responded no. Then on the second day there were no complaints, and on the third day(day of checkout) she calmly handed the front desk clerk the key and left in the morning. If they did have numerous complaints there would be no reason for them to stay a second night, or even one night. If you have any questions please feel free to contact us. Thanks, Western Inn Billings

Dear Revdex.com, GreetingsThis complaint has been resolved through expedia Thanks, Western Inn Billings

Dear Revdex.com,Greetings from Western Inn BillingsUsually we only respond to registered guests pertaining disputes on pricing, reservations, or questions with the accomdationsHowever, as a courtesy we have already responded to this guest (not registered, merely as a guest of the dad) because of this issueWe already stated our side of the complaint that was told by three of our most respected workersWe have already looked into these mattersWe will not be responding to any further issues as it seems the "guest" has personally resolved this issue

Dear Revdex.com, Greetings from Western Inn BillingsOur response is accurate according to our files and front desk clerkWe are stickingwith what we said earlier about the customer and front desk clerk because of reviewing our video files and call recordings.If you have any questions please feel free to contact us.Thanks, Western Inn Billings

Dear Revdex.com,
Greetings from Western Inn BillingsAs a business we do try to be as hospitable and courteous as we possibly can beUpon arrival we were able to meet the guests request for a room with three hotel standardized queen size beds, we do not mark off rooms with full size beds
as queen beds as that would be unfair to the customerAlso, pertaining to the comments about the curtains, towel rack, shower, and lamp; we were not notified about these issues at all during the guest's two day stayThe guest, prior to checking-in, also demanded to look at the room due to the price being substantially higher than our non-special event/weekend ratesThe only thing the guest informed us of was how expensive a two-night stay wasThe guest stayed for both nights and will be charged accordingly. If you have any questions please feel free to contact us
Thanks,
Western Inn Billings

Dear Revdex.com, Greetings. This email is in reference to the above complaint. Both of the guests in the room stayed for all three nights without complaints. We received a call the day after checkout saying that the room was dirty and they were promised a refund. However, upon further inspection of...

video records along with testimonies from our front desk clerks, it was concluded that they stayed all three nights without a single complaint. Also, the customer complaining did not even stay in the room. We take all our complaints seriously as we try to help our guests have the best stay. We even have our housekeeping manager guarantee that all rooms are cleaned entirely. As for the heating in the rooms; each room has a thermostat with a fan control to keep the room the temperature in which the guest prefers. This weekend was fairly busy for us due to many events going on in Billings, and we have no reports of complaints during this time. In conclusion, the guest stayed all three nights without a complaint and will remained charged because of that. If you have any questions please feel free to contact us. Also, sorry for the late reply, for the past 2 motnhs we have been going through an email server change in which some emails were lost or not received.Thanks, Sean  Public Relations Manager

Complaint: [redacted]
I am rejecting this response because: They did not stay all three nights they stayed one night. I then phoned the desk to see if they could get a refund for the next two nights due to the uncleanliness of the room and it was not up to standard with the thermostat. My husband and mother in law walked down to file a complaint to see if they could get there refund for the next two nights. At that time the front desk clerk told them in person that they would be refunded for he next two nights and would see it shown on the cards in 3-5 business days. The front desk clerk then proceeded to take their room keys to not allow them access back into the rooms. They went to a new hotel for the next two nights and I have proper documentation that shows that hey did not stay the next two nights. The western inn keeps lying to everyone with the hoax from the pictures of the motel to the staffing. I still have not received and email or personal call from the manager. The employees still refuse to let me leave a message for him or give me a time to talk with him about the subject 
Sincerely,
[redacted]

Dear Revdex.com, Greetings from Western Inn Billings. The guest made the reservation online, and received an email confirmation detailing our cancellation/modification/no-show policies. Upon arrival, the guest seemed very upset about thepricing and taxes even though it was guaranteed to them before...

making the reservation. They then proceeded to check-in and stay in the room for almost 4 hours before coming to the office to start complaining about theroom. They were very loud and disruptive, and were very threatening to our front desk clerk. The front desk clerk then calmly offered them another room, at which point they demanded a refund and stormed out. After they left our housekeeper went and checked to room, and upon further inspection found nothing to be wrong with the room. A few days later we started receiving very harrassing calls from them demanding a refund for the nightsthey did not stay. We told them that the policies they agreed to on our website state that they would have to modify or cancel the reservation 3 days prior to the check-in date. At this point they started to threaten us with bad review and complaints to the Revdex.com, and other such places. In conclusion, the room was not dirty in any way, the front desk clerk was not rude or sarcastic, nor will we refund the charge due to our policies. If you have any questions pleasefeel free to contact us.Thanks, Western inn Billings

[redacted]Resolution Moderator Phone: [redacted]Revdex.comHello Ms. [redacted]:Thank
you for forwarding Western Inn's response. We categorically reject
their description. Our comments are imbedded in the text of their
response below. Please note that at no time have I ever been provided
the name of any of these parties.The first try at sending this
message failed. Apparently the pictures cannot be sent. Please note that I would be happy to offer them to you, but want the message to
get through. Please let me know if that would be helpful to your
process, or view them on TripAdvisor.com.Thank you for your help and attention and for Revdex.com's process. Please see the responses below in RedSincerely,[redacted]:(Red responses from [redacted] 4/30/15)Dear Revdex.com, Greetings
from Western Inn Billings. The guest made the reservation online, and
received an email confirmation detailing our
cancellation/modification/no-show policies. Upon arrival, the guest
seemed very upset about thepricing and taxes even though it
was guaranteed to them before making the reservation. This
is fabrication. The check-in was uneventful, and no discussion of any
kind was had about the rate which had been established and pre-paid.They then
proceeded to check-in and stay in the room for almost 4 hours before
coming to the office to start complaining about the room. Again
utter fabrication. If this were true. we would have come to the office
at 3:30 a.m. First, there was no one at the desk at that time, second,
we did not leave our room to speak with the front desk at any time
during our stay. All communications in the morning were done over the
house phone.They
were very loud and disruptive, and were very threatening to our front
desk clerk. See
above. We left the facility in the morning after 9 am, returned the
room keys to the desk and thanked the desk attendant for her help on the
house phone earlier in the morning. Please recall our previous report
that she had promised that the manager would call us back after arriving
at 1 pm to arrange the credit. Other than three phone calls to the
facility after 1 pm during which messgaes were left requesting a call
back, we did not speak to anyone at the front desk until late in the
afternoon of Saturday.The front desk clerk then calmly offered them another room,
at which point they demanded a refund and stormed out. It
is true that the desk attendant offered another room while speaking
with her on the house phone in the morning. However, the only room
available was a single bed, king room which was not appropriate.After they left
our housekeeper went and checked to room, and upon further inspection
found nothing to be wrong with the room. I
can't speak to this comment, although I'm happy to share the pictures I
took of the room conditins. Again, please recall that I offered to show
these pictures to the second desk attendant (who had also originally
checked us in) in the afternoon. She refused.A few days later we started
receiving very harrassing calls from them demanding a refund for the
nights they did not stay. This
almost seems like a form response since none of these facts are even
remotely correct or pertain to our experience. Our last conversation
with anyone at the facility was with the second desk attendant late
Saturday afternoon, the very same day. We neither called nor spoke with
the facility at any time thereafter. We certainly did request a refund
several times, based on a complete misrepresentation of the property and
room. However, the refund we requested was for a single night, not
nights as indicated in the response here.We told them that the policies they
agreed to on our website state that they would have to modify or cancel
the reservation 3 days prior to the check-in date. This
is clearly true and not in question. What is in question is the basis
on which the room was taken, i.e. that the facility had been completely
renovated in the previous year. The pictures attached can attest to the
fact that it was not. Further, it is clearly not possible to make a
change 3 days ahead of time based on the actual conditions encountered
upon arrival.At this point they
started to threaten us with bad review and complaints to the
Revdex.com, and other such places. This
is also absolutely false - no threats of any kind were made. (Please
refer to my original complaint for a description of this encounter) I
asked the second attendant to inform the ownership that we would make
complaints to the Revdex.com, the Franchisor,
TripAdvisor.com, the Chamber of Commerce (to which a derisive laugh was
the response), as well as challenge the payment through our credit card.
These were neither idle nor threats, but statements of intent that are
now facts.In conclusion, the room was not dirty in any
way, the front desk clerk was not rude or sarcastic, nor will we refund
the charge due to our policies. If you have any questions please feel free to contact us.We
stand by our recounting of this incident as true, honest, and without
elaboration, exaggeration, or omission of any kind. This was the single
most unpleasant stay I have ever had in a lodging facility - as much
because of the facility's condition as the behavior of the attendants
and the still anonymous management.Thanks,Western inn Billings(Please
note that the black text is Western Inn Billing's response to our
original complaint. the red text is our response to the black text. -
[redacted] 4/3-/15)CallSend SMSAdd to SkypeYou'll need Skype CreditFree via Skype

Dear Revdex.com,Greetings from Western Inn Billings. Usually we only respond to registered guests pertaining disputes on pricing, reservations, or questions with the accomdations. However, as a courtesy we have already responded to this guest (not registered, merely as a guest of the dad) because of this issue. We already stated our side of the complaint that was told by three of our most respected workers. We have already looked into these matters. We will not be responding to any further issues as it seems the "guest" has personally resolved this issue.

Dear Revdex.com,
Greetings. This complaint has been resolved through expedia.
Thanks,
Western Inn Billings

[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]
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.I don't care about a refund at all, I will never stay at this Motel again and neither will any of my family members or anybody else that I can persuade. I am not a very upset man, I am usually a very happy man, I do not know which uncle he is referring to that would have said this about me. The other man that he had a problem with was my father. Now I do not let anyone talk to my father the way this man did. The only thing that stopped me from taking care of this the way it should have been taken care of was the fact that I was there to go to my grandmother's funeral and did not want to be in jail. I did not yell back at him even though he was yelling at me, I did nothing to this it except walk in his front door, that is all it took for him to take a dislike to me. I tried to explain to him what we wanted to do in a very professional manner, he was to stupid to listen to me and kept glaring and yelling at me. I am a professional business men, I own two successful business's. I know how to communicate with people, this man was rude to me and my family. He made our stay a very unforgettable one and not for good reasons. Now as far as the rest of his staff, he is lying about how I treated them. I was very nice to his house keeper. I was also very nice to the woman who fixed everything for us, I believe she is his wife. She is the one who took over booking us in and physically pushed him out of the office into another room. She was very nice to us, and did cater to all of our needs. She went above and beyond to make our stay comfortable. My complaint is not against her or her staff. My complaint is against the very rude man that my family and I had to deal with.I should have called to police and filed a complaint against him while I was there, he was that rude to me. Before I left as he was glaring at me I did tell him that he is a very lucky man.
Regards,
[redacted]

Dear Revdex.com, Greetings from Western Inn Billings. The reservation was made for a group for a funeral by [redacted](one of the family members). Before confirming the reservation all the rates were explained in full detail to him. He never requested a handicapped room with two queen beds. When the guest...

checked-in, as per the booking, we explained again the full rate to each guest. He replied by telling us that he needed an easy-access, handicapped room. The hotel manager met his requests and showed him the room and agreed upon the rate of $69.99 before taxes and fees with a 20% courtesy discount. Also, when he was shown the room the guest decided to use the facilities without registering. An extended courtesy was given to the guest, all of our staff provided coffee, cookies and snacks. in the afternoon past times when they were usually served. Our management even combined the tables in the lobby so that they could spend some family time by playing several games all throughout the afternoon with usually 8-10 people until the lobby was closed. Pertaining to the direct complaint from Steve: first of all he was an extremely rude person to almost all of our staff(which was confirmed by his uncle that he was usually an upset person that would handle all of their problems on the road). Secondly, there was no mention of a refund. Lastly, we extended all courtesies possible to cater for this group and everyone in it personally. If you have any questions please feel free to contact us.Thanks, [redacted] in Reservations/Guest Services Western Inn Billings

Dear Revdex.com,
Greetings from Western Inn Billings. As we stated before, we never received any complaints besides the pricing. Nor do we have any camera footage/phone recordings of the guest complaining to the front desk clerk. On the first day the housekeeper asked if she needed service to which the guest responded no. Then on the second day there were no complaints, and on the third day(day of checkout) she calmly handed the front desk clerk the key and left in the morning. If they did have numerous complaints there would be no reason for them to stay a second night, or even one night. If you have any questions please feel free to contact us.
Thanks,
Western Inn Billings