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11th Avenue Hotel and Hostel

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11th Avenue Hotel and Hostel Reviews (12)

I am sorry that the customer disagrees with this responseMr [redacted] verify s that he made reservation online, so if he is not in possession of documentation only one outcome of three possibilities is viable, Mr [redacted] entered his email incorrectly on [redacted] when booking room which has to be completed prior to reservation being completed, so the email was misdirected due to Mr [redacted] mistake, or the email was sent into Mr [redacted] junk/spam folder and he is unaware of its existence, or lastly Mr [redacted] is in possession of documents and overlooked it or inadvertently sent it to the trashWhichever case is the correct one, Mr [redacted] is the one responsible for the error and we have only followed through with and completed our portion of the transactionWhen Mr [redacted] reserved the room online with [redacted] , the room is "locked"up and the hotel is unable to sell the room to another guest due to Mr [redacted] wanting the room and confirming the reservation online through [redacted] .And lastly, as Mr [redacted] admits he was irate and yelling in speaking with staff over the phone, it would be unprofessional and unproductive to attempt to have a conversation and reach a resolve so if staff did hang up on Mr [redacted] while he was irate and yelling, staff did the most professional thing that could be done at that time by stopping the yelling irate conversation from continuing.The hotel has attempted to act in the most professional manner by offering services to the public and honoring reservations from around the world weather or not the guest honors their commitment to show up.Thank you for your time in this matter.J

Complaint: [redacted] I am rejecting this response because: This business has not ever met me and does not know my history I did talk to a female I do not have any such documents in my possession the [redacted] website to my knowledge said pay if you stay I want my money back I'm disabled and feel that this is a bad way to treat someone the lady I talked hung up on me twice I was an irate customer and deserve to be heard and hanging up is unprofessional behavior and when I was already made yes I'm calling back and yelling and I did book on another occasion and was never charged on the previous card so this is false. Sincerely, [redacted] ***

Complaint: ***
I am rejecting this response because:
won't buy me a new towel and I definitely do not want a towel that a other people have dried their *** on either
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I don't have any such documents may have gotten lost in cyberspace that happens with *** and *** often please refund my money
Sincerely,
*** ***

This guest is not entirely accurate in his account of the factsHe never talked with a female manager as we do not have any so that statement is falseAlso Mr *** made a reservation through a website as Mr*** stated, however when Mr *** books a room online he has to agree to the terms and
conditions PRIOR to reserving the roomMr *** did this on 8/3, 8/times, and 8/as Mr*** has made several reservations with this business for this monthMr*** is also in possession of written copies of the terms and conditions and is in full understanding of those terms as each reservation that he made an email was forwarded to him first from the website he choose at the time of the reservation, and a second copy from the hotel at the time the reservation was input into our systemMr*** was only charged in accordance with the agreed upon terms and conditionsLastly Mr*** has a history of aggressive actions and outbursts, so I do agree with his statement that he was threatening

I am first off sorry that you may have had a negative experience at the 11th Avenue Hotel and Hostel, that is not what me and my staff strive forI apologize if you felt that my staff was un-professional in their understanding of your situation.I am sorry that the other persons in the room you were
sharing were of the type that would take your cologne, I truly do not understand why some people are not more honestThe perils of traveling in community environments, most people are honest and good, but leave it up to a bad apple to spoil an otherwise good experienceWe do not turn a blind eye to these things, we fully endorse utilizing law enforcement for incidents of this nature, we are only the lodging facility and not law enforcementIf you choose to pursue the matter with the proper authorities we certainly will use all resources possible to help the process, but again we are not the police, nor can we prosecute.I will investigate this matter with management and those parties involved to attempt to get the other half of the story, and find out where we missed it and could have done better.Thank you***

Refund was processed as promised, we have copy of receipt. The refund was refunded to the CC that was used in the reservation, if guest wishes refund to be processed on a different card we cannot do that. Charges were in accordance with guest agreed upon terms and conditions.

Complaint: [redacted]
I am rejecting this response because:
This business has not ever met me and does not know my history I did talk to a female I do not have any such documents in my possession the [redacted] website to my knowledge said pay if you stay I want my money back I'm disabled and feel that this is a bad way to treat someone the lady I talked hung up on me twice I was an irate customer and deserve to be heard and hanging up is unprofessional behavior and when I was already made yes I'm calling back and yelling and I did book on another occasion and was never charged on the previous card so this is false.
Sincerely,
[redacted]

I am sorry that the customer disagrees with this response. Mr. [redacted] verify s that he made reservation online, so if he is not in possession of documentation only one outcome of three possibilities is viable, Mr. [redacted] entered his email incorrectly on [redacted] when booking room which has to be completed prior to reservation being completed, so the email was misdirected due to Mr. [redacted] mistake, or the email was sent into Mr. [redacted] junk/spam folder and he is unaware of its existence, or lastly Mr. [redacted] is in possession of documents and overlooked it or inadvertently sent it to the trash. Whichever case is the correct one, Mr. [redacted] is the one responsible for the error and we have only followed through with and completed our portion of the transaction. When Mr [redacted] reserved the room online with [redacted], the room is "locked"up and the hotel is unable to sell the room to another guest due to Mr. [redacted] wanting the room and confirming the reservation online through [redacted].And lastly, as Mr. [redacted] admits he was irate and yelling in speaking with staff over the phone, it would be unprofessional and unproductive to attempt to have a conversation and reach a resolve so if staff did hang up on Mr. [redacted] while he was irate and yelling, staff did the most professional thing that could be done at that time by stopping the yelling irate conversation from continuing.The hotel has attempted to act in the most professional manner by offering services to the public and honoring reservations from around the world weather or not the guest honors their commitment to show up.Thank you for your time in this matter.J.

Hello [redacted], Mr. [redacted] has now visited our establishment a few times, raising concerns with all members of our staff. On 12/29/2017 a note was made in his folio regarding the large number of guests that were visiting his room. Most of the guests followed the check-in procedure, others did not....

However, we found it highly irregular to have multiple guests in one evening. Mr. [redacted] was visibly upset when we were unable to extend his stay due to being fully booked for the New Year. On 1/7/2018 our manager noted that Mr. [redacted] was again receiving a high number of guests (an unusual occurrence). A gentleman referred to as Mr. [redacted]'s "cousin" was harassing other guests in the lobby, asking them for money, then was found loitering in our laundry room. He was asked to leave. On 1/8/2018, Mr. [redacted] came in again, under the false pretense that he had made a reservation. We do not accept same day reservations and generally tell guests that our same-day rooms are given out on a first-come-basis. We refused to honor any reservation, given his previous behavior. After hearing this, he became aggravated, yelling, swearing profusely, and threatening our front desk staff. He told our front desk team member that he would "wait outside for him," implying that he intended to inflict harm on our team member. A few minutes later, he called and said "[redacted]" and hung up (we know it was him because of our caller ID). We reserve the right to refuse service to anyone when they threaten our staff members or create an unsafe environment. Other guests in the lobby at the time of the incident on 1/8/2018 were concerned, and later asked if Mr. [redacted] was staying in the hotel, because this incident made them feel unsafe. Our first priority is always our staff safety. We are sorry to hear that the cost of being in transit is too much for him to pay, but it is not our responsibility to provide him affordable housing. It is our job, first and foremost, to serve our staff and customers and provide a safe, clean and affordable place for travelers to build community. If Mr. [redacted] is looking for interim housing, we suggest he look elsewhere. Best, Sydney [redacted] | Marketing & Events Manager

I am sorry for your stated loss of items. The 11th Avenue Hotel and Hostel does not condone theft whether it is by a guest, as you confirmed, or a staff member. As you asserted in your claim another guest may have taken an item from your belongings, and as you also asserted, a personal towel may have been miss-placed and was put in the general laundry by staff. Although no non-company towel has been found in the general laundry since your initial complaint, the 11th Avenue hotel and Hostel would offer to reimburse $3.00 for a towel (this is the deposit for a towel, which records show you did not request), or provide a company towel. Which choice is the best option for you?Please contact management at the Hotel to make arrangements for your choice of either one of these options. As this is out of the ordinary the general staff will be un-able to perform this task and has to be scheduled with management.Thank you[redacted]

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Address: 1112 Broadway, Denver, Colorado, United States, 80203-2107

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