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Wingate Inn - Stafford VA

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Reviews Wingate Inn - Stafford VA

Wingate Inn - Stafford VA Reviews (6)

Good Morning, In regards to the customer response on case number [redacted] - As stated previously, the $was an authorization to the guest's credit cardIt is done upon arrival at the hotelGuest's are required to provide a credit card for incidentals or a cash depositThis guest chose to put down a credit cardUpon check in, the guest did not dispute this as I explained in detail that it was simply an authorization to her cardThis is a standard hotel practiceCredit cards are authorized before the guest checks in to ensure that there is guaranteed payment for the room, tax and/or incidentalsIf we allow a guest to check into a room without authorizing a credit card or holding a cash deposit, then there is a chance that the guest could depart the hotel and the credit card could decline, then the hotel would not have any form of payment to charge for the services providedThe registration card, which I previously attached, shows the guest's signature on the section regarding incidentals, I understand that this cannot be posted because it has personal information on itI also attached the images of the smoked cigarette butts, taken after the guest transferred roomsThe room smelled heavily of smoke, it was out of order for three days after the guest checked outAs I mentioned before, the second room the guest stayed in also smelled, but we did not charge them for thisThat room was also placed out of order after their departure due to the smellI feel that with the physical evidence of smoking in the room, we should not be obliged to refund the guest for the smoking feeThe guest was informed upon check in, and signed the registration card stating that she knew she would be charged $if she smoked in the roomI did inspect the second room, which the guest complained was dirty, and found no evidence that the room was in an unsatisfactory condition prior to check-in, which would be difficult to conclude after the guest spent the night in the roomAll of our guests are treated with respect, and we do not generally have these kinds of issuesPlease let me know if there is anything else I can provide the Revdex.com with to ensure that our business is being represented wellIt is our job to ensure the satisfaction of our guests, but in this situation, the guest damaged a room and we unfortunately had to charge for the damagesThank you kindly for your consideration and time Have a lovely day, [redacted] ***

Good Morning,
In regards to the customer response on case number [redacted] - 
As stated previously, the $150.00 was an authorization to the guest's credit card. It is done upon arrival at the hotel. Guest's are required to provide a credit card for incidentals or a cash deposit. This guest chose to put down a credit card. Upon check in, the guest did not dispute this as I explained in detail that it was simply an authorization to her card. This is a standard hotel practice. Credit cards are authorized before the guest checks in to ensure that there is guaranteed payment for the room, tax and/or incidentals. If we allow a guest to check into a room without authorizing a credit card or holding a cash deposit, then there is a chance that the guest could depart the hotel and the credit card could decline, then the hotel would not have any form of payment to charge for the services provided. The registration card, which I previously attached, shows the guest's signature on the section regarding incidentals, I understand that this cannot be posted because it has personal information on it. I also attached the images of the smoked cigarette butts, taken after the guest transferred rooms. The room smelled heavily of smoke, it was out of order for three days after the guest checked out. As I mentioned before, the second room the guest stayed in also smelled, but we did not charge them for this. That room was also placed out of order after their departure due to the smell. I feel that with the physical evidence of smoking in the room, we should not be obliged to refund the guest for the smoking fee. The guest was informed upon check in, and signed the registration card stating that she knew she would be charged $250.00 if she smoked in the room. I did inspect the second room, which the guest complained was dirty, and found no evidence that the room was in an unsatisfactory condition prior to check-in, which would be difficult to conclude after the guest spent the night in the room. All of our guests are treated with respect, and we do not generally have these kinds of issues. Please let me know if there is anything else I can provide the Revdex.com with to ensure that our business is being represented well. It is our job to ensure the satisfaction of our guests, but in this situation, the guest damaged a room and we unfortunately had to charge for the damages. Thank you kindly for your consideration and time.
 
Have a lovely day,
 
 
[redacted]

Revdex.com:
I have reviewed the offer and/or 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.
Once again I was told about the $150.00 charge and was not given an option to turn it down since I made reservations days a head, and never was it mentioned until check in. Which I never got BACK either!!What choice did I have? I had no where to stay but there since there where reservations. There was NO honey in our room there was a bottle of [redacted] vodka in there, and there is a big difference between the two. There was no cigarette butts cause I went out side to smoke which they can check your cameras and the key card.I use the side door near the car dealership every time which there is camera's.  Now my boyfriend had to throw away his black and mild in the trash cause we walk to the [redacted] and it started to rain and it got wet and smelled. It was never smoked in the room nor cigarettes. The smell of smoke more then likely came from my clothes which all smokers have. To accuse me of smoking in the room when I did the right thing is wrong, check into facts and stop assuming things.  You should of ask question's and we have told you but treated use like liars and a piece of trash.  For refusing to show the pictures to her I told her to look for her self I wasn't going to touch someone else hair I didn't know or take a shower with it. The manger was very condescending and didn't want to listen to anything I had to say just keep say have a nice day and cutting me off. Learn to clean your rooms right and treat you customers with respect.  
Regards,
[redacted]

???Good Day - To whom it may concern in regards to Case # [redacted],
 
Helvetica, sans-serif;">The guest checked into the hotel on the date specified in the complaint, as the [redacted], I personally checked the guest in. Upon checking in, I informed the guest that the $150.00 would be authorized to the card for incidentals. I explained that after check-out, should there be no incidental charges, the $150.00 would be released and it would take the bank 2-5 business days to process the transaction. Also, upon check-in, the guest signed a registration card that states if the guest should smoke in the room there will be a $250.00 additional charge. The guest did make an in-house complaint about the ants, upon inspecting the room the housekeeping supervisor stated that the ants were in the room because there was honey on the desk. As you know, this would attract them regardless the room was on an elevated floor. The guest was moved rooms and apologies were extended for the inconveniences. However, when the original room was inspected there were cigarette butts and a heavy odor of cigarette smoke in the room. The room was then out of order for several days due to the overwhelming smell. I was there to check the guest out at 10AM, as they stated, however, when she made the comments about the hair and the insects she told me she had pictures, but refused to show them to me. Had she shown them, I would have gladly  addressed the issue. The guest was disgruntled upon leaving the hotel and told me that she would dispute the $250.00 with her credit card company so that we would not get the money. The guest did open a customer care case with our corporate office, which was successfully closed without any reimbursement to the guest. My apologies were extended again in an e-mail to the guest, where I attached an image of the cigarette butts found in the room and the signed registration card attached. I have attached the same images for your reference, please do not post the registration card to the public as it has the guest's private information on it, this is for the Revdex.com only. Please note that I, the [redacted], did not deny the ants in the room, I extended apologies. There was also evidence of smoking in the room, when I approached the guest with this, she did not deny smoking in the room. The second room they were moved to also smelled of smoke and was placed out of order, but no evidence was found, so we did not charge a second fee. Please feel free to reach out to me for any further information or concerns. Thank you kindly for giving us an opportunity to express our side of the story. We genuinely care about our guest satisfaction and we take customer complaints very seriously.
 
Sincerely,

Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Review: I made reservations a few days before my stay at the Wingate online. I went to go check in on 4/7/2015 when I went to go check in I was informed I would be charged an extra one hundred dollars in case if there where any damages of the room. I wish I would have known this when the reservations were made. I had to accept because I had no where else to stay if I did not accept. On 4/8/2015 we woke up and saw a whole bunch of ants on the desk in the room. I had to spray my body spray to get the ants off my purse. You could see a whole bunch of ants had died on the desk and crawling all over the ice bucket. We went to the front desk and told them of t they where very kind and offered to switch are room and spray bug killer on are bags. The housekeeping manager walked with us back to our room and we showed her the bugs, she told us "Ok I see them I will take care of them." Then we move to our new room. When we got to our new room we looked around to make sure there were no bugs again. There were no bugs but we found other peoples hair in the shower it was black, my hair is blonde. Then under the TV stand was food. I then woke up on 4/9/2015 and a bill was at my door for an additional two hundred and fifty dollars. When I went down stairs to ask the front desk what was going on he stated he wasn't sure, he went through the computer and didn't find anything then he went through a binder and still could not find anything. He then stated there was nothing he could do and said I could email the manger since there wasn't one there. I told him I needed to talk to one and he said one would be there at 10am. I went back down at 10am as we were leaving and the manger said when we switched rooms it smelled like smoke and said no ants where in our room. I don't get that when your housekeeping manger saw them and acknowledge them. I feel like we brought the bugs to there attention but they retaliated against us and made the smoking thing up. Just because they are mad they get to charge me for what ever the want.Desired Settlement: I'am willing to pay for my stay but I do not feel I should pay for all the extra charges cause they cant keep there hotel clean correctly. I would also like apologue for accusing me of doing wrong when that was not the truth.

Business

Response:

???Good Day - To whom it may concern in regards to Case # [redacted], The guest checked into the hotel on the date specified in the complaint, as the [redacted], I personally checked the guest in. Upon checking in, I informed the guest that the $150.00 would be authorized to the card for incidentals. I explained that after check-out, should there be no incidental charges, the $150.00 would be released and it would take the bank 2-5 business days to process the transaction. Also, upon check-in, the guest signed a registration card that states if the guest should smoke in the room there will be a $250.00 additional charge. The guest did make an in-house complaint about the ants, upon inspecting the room the housekeeping supervisor stated that the ants were in the room because there was honey on the desk. As you know, this would attract them regardless the room was on an elevated floor. The guest was moved rooms and apologies were extended for the inconveniences. However, when the original room was inspected there were cigarette butts and a heavy odor of cigarette smoke in the room. The room was then out of order for several days due to the overwhelming smell. I was there to check the guest out at 10AM, as they stated, however, when she made the comments about the hair and the insects she told me she had pictures, but refused to show them to me. Had she shown them, I would have gladly addressed the issue. The guest was disgruntled upon leaving the hotel and told me that she would dispute the $250.00 with her credit card company so that we would not get the money. The guest did open a customer care case with our corporate office, which was successfully closed without any reimbursement to the guest. My apologies were extended again in an e-mail to the guest, where I attached an image of the cigarette butts found in the room and the signed registration card attached. I have attached the same images for your reference, please do not post the registration card to the public as it has the guest's private information on it, this is for the Revdex.com only. Please note that I, the [redacted], did not deny the ants in the room, I extended apologies. There was also evidence of smoking in the room, when I approached the guest with this, she did not deny smoking in the room. The second room they were moved to also smelled of smoke and was placed out of order, but no evidence was found, so we did not charge a second fee. Please feel free to reach out to me for any further information or concerns. Thank you kindly for giving us an opportunity to express our side of the story. We genuinely care about our guest satisfaction and we take customer complaints very seriously. Sincerely,

Consumer

Response:

I have reviewed the offer and/or 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.

Once again I was told about the $150.00 charge and was not given an option to turn it down since I made reservations days a head, and never was it mentioned until check in. Which I never got BACK either!!What choice did I have? I had no where to stay but there since there where reservations. There was NO honey in our room there was a bottle of [redacted] vodka in there, and there is a big difference between the two. There was no cigarette butts cause I went out side to smoke which they can check your cameras and the key card.I use the side door near the car dealership every time which there is camera's. Now my boyfriend had to throw away his black and mild in the trash cause we walk to the [redacted] and it started to rain and it got wet and smelled. It was never smoked in the room nor cigarettes. The smell of smoke more then likely came from my clothes which all smokers have. To accuse me of smoking in the room when I did the right thing is wrong, check into facts and stop assuming things. You should of ask question's and we have told you but treated use like liars and a piece of trash. For refusing to show the pictures to her I told her to look for her self I wasn't going to touch someone else hair I didn't know or take a shower with it. The manger was very condescending and didn't want to listen to anything I had to say just keep say have a nice day and cutting me off. Learn to clean your rooms right and treat you customers with respect.

Regards,

Business

Response:

Good Morning,In regards to the customer response on case number [redacted] - As stated previously, the $150.00 was an authorization to the guest's credit card. It is done upon arrival at the hotel. Guest's are required to provide a credit card for incidentals or a cash deposit. This guest chose to put down a credit card. Upon check in, the guest did not dispute this as I explained in detail that it was simply an authorization to her card. This is a standard hotel practice. Credit cards are authorized before the guest checks in to ensure that there is guaranteed payment for the room, tax and/or incidentals. If we allow a guest to check into a room without authorizing a credit card or holding a cash deposit, then there is a chance that the guest could depart the hotel and the credit card could decline, then the hotel would not have any form of payment to charge for the services provided. The registration card, which I previously attached, shows the guest's signature on the section regarding incidentals, I understand that this cannot be posted because it has personal information on it. I also attached the images of the smoked cigarette butts, taken after the guest transferred rooms. The room smelled heavily of smoke, it was out of order for three days after the guest checked out. As I mentioned before, the second room the guest stayed in also smelled, but we did not charge them for this. That room was also placed out of order after their departure due to the smell. I feel that with the physical evidence of smoking in the room, we should not be obliged to refund the guest for the smoking fee. The guest was informed upon check in, and signed the registration card stating that she knew she would be charged $250.00 if she smoked in the room. I did inspect the second room, which the guest complained was dirty, and found no evidence that the room was in an unsatisfactory condition prior to check-in, which would be difficult to conclude after the guest spent the night in the room. All of our guests are treated with respect, and we do not generally have these kinds of issues. Please let me know if there is anything else I can provide the Revdex.com with to ensure that our business is being represented well. It is our job to ensure the satisfaction of our guests, but in this situation, the guest damaged a room and we unfortunately had to charge for the damages. Thank you kindly for your consideration and time. Have a lovely day,

Consumer

Response:

I have reviewed the offer and/or 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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Description: Hotels, Hotels (except Casino Hotels) and Motels (NAICS: 721110)

Address: 15 Salisbury Dr, Stafford, Virginia, United States, 22554

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