1st Inn Estes Park

Complaint: ***
I am rejecting this response because: None of what they are saying is trueI did in fact contact booking.com before leaving the cottage and told them about the condition of the room and that I wanted a refundBooking.com placed me on hold while they call 1st Inn and told them I was requesting a refund based on the condition of the roomWhen the woman with booking.com came back on the line she told me that the hotel was refusing to give a refundShe said I could file a complaint with them and attach any pictures that I took of the room ( which I did) and they would see about a refund thenA few days later I received an email from them stating that 1st Inn was still refusing to refund my money and that I should have known what kind of a hotel it was based on the pictures on their website and the star rating they hadI did check out their website and pictures before booking the room and on the website it shows nice, remodeled roomsAlso when we first checked in and went to our room and saw the condition of it my husband went to the office and told them about it and the gentleman's response was " oh well" we don't give refundsI still have the pictures on my phone of the room that show what it looks likeThe fact that we chose not to stay was based on the condition of the room not because it was an older hotelIm wanting a refund of all the money they charged my bank account , and the fact that they stated they rented the room out after the fact proves they where not out any moneyMatter of fact they got paid for the same room twiceIf a refund of my full payment is not made and a fair resolution reached my next step will be a phone call to my attorney I would truly like to settle this the the right way and avoid any added fees the hotel may have to pay
Regards,
*** ***

Good morning,
In regards to this guest complaint, we have a hour cancellation, which state that if it is canceled with in the hours the guest is still charged a one nights stayI read the complaints regarding this guestI also remember this guest when they checked
in. First let me say when the guest checked they came back immediately to check out, they did not have enough time to be in the room to see how it wasSecond the guest had booked through a third party company booking.com their cancellation policy is hours prior to arrivalwith third party reservation we have no control because they booked through what is considered like a travel agency, any changes cancellation and modifications would have to go through the company they booked with the, and we informed the guest they would have to contact booking.com, the guest failed to do so when they left We also informed the guest of our cancellation policy and let the guest know it would still be a one nights chargethe guest had just told us they did not like the location of the cabin and would like to leaveAll the other complaints where not brought to our attention, if they had, I would have gone and reinspected the cabin to see if the condition of the cabin and depending on situation I would consider a refund, as well if these complaints where valid we would address it immediately
I do a inspection of the rooms when my house keeping tends to the cabin or the rooms to make sure they are ready for rent Yes the cabin is located on he back side of our property next to two rv spots we have the dumpster is located near this cabin that is true, due to the layout of the property, it is placed in a position so waste management can access the dumpster, it is at least feet away from the cabin in front of a storage shed for our propertyAs far as rodents go we have a RV renter that stays with us through out the summer, he works for a exterminator company so if I ever have issues with rodents he takes assists me with dealing with rodents as far as proper way to exterminate and take care of the issues if they ariseAfter this guest left, we did rent out the cabin for the night and the following guest had none of these complaints that where brought up by this particular guest and no complaints where brought to our attention, I feel like this guest just did not like the cabin based on our property is a bit old and does not have the modern comfort of a Hyatt or Marriott they chose to go some where else, unfortunately the charges will stand based on our cancellation policy and the fact the guest failed to contact booking.com after they leftThank you
Allen S***
Manager 1st Inn Estes Park
(970) [email protected]

Hello,
As a manager my response has
never been “oh well” to a guest since I first began working in hotels back in
1997 to current. Despite the fact we rented the room out after they left, says two things, one room was not in the manner they described and two room was rented with no complaints after. with all said,  it does not dismiss our cancellation policy. All reservation are to be cancelled 24 hours prior to
arrival. Also the fact the room was rented after these guest left say the room
was in good renting standards. Due to our cancellation policy which is told to
all guest that book directly or indirectly example booking.com, all have a cancellation of 48 hour policy and
the hotels 24 hours cancellation policy prior to their Arrival. Guest will not
be refunded.

Good morning, In regards to this guest complaint, we have a 24 hour cancellation, which state that if it is canceled with in the 24 hours the guest is still charged a one nights stay. I read the complaints regarding this guest. I also remember this guest when they checked in. First let me...

say when the guest checked they came back immediately to check out, they did not have enough time to be in the room to see how it was. Second the guest had booked through a third party company booking.com their cancellation policy is 48 hours prior to arrival. with third party reservation we have no control because they booked through what is considered like a travel agency, any changes cancellation and modifications would have to go through the company they booked with the, and we informed the guest they would have to contact booking.com, the guest failed to do so when they left.  We also informed the guest of our cancellation policy and let the guest know it would still be a one nights charge. the guest had just told us they did not like the location of the cabin and would like to leave. All the other complaints where not brought to our attention, if they had, I would have gone and reinspected the cabin to see if the condition of the cabin and depending on situation I would consider a refund, as well if these complaints where valid we would address it immediately.  I do a inspection of the rooms when my house keeping tends to the cabin or the rooms to make sure they are ready for rent. Yes the cabin is located on he back side of our property next to two rv spots we have.  the dumpster is located near this cabin that is true, due to the layout of the property, it is placed in a position so waste management can access the dumpster, it is at least 10 feet away from the cabin in front of a storage shed for our property.As far as rodents go we have a RV renter that stays with us through out the summer, he works for a exterminator company so if I ever have issues with rodents he takes assists me with dealing with rodents as far as proper way to exterminate and take care of the issues if they arise.After this guest left,  we did rent out the cabin for the night and the following guest had none of these complaints that where brought up by this particular guest and no complaints where brought to our attention, I feel like this guest just did not like the cabin based on our property is a bit old and does not have the modern comfort of a Hyatt or Marriott they chose to go some where else, unfortunately the charges will stand based on our cancellation policy and the fact the guest failed to contact booking.com after they left.Thank youAllen S[redacted]Manager 1st Inn Estes Park(970) [email protected]

Hello,As a manager my response has
never been “oh well” to a guest since I first began working in hotels back in
1997 to current. Despite the fact we rented the room out after they left, says two things, one room was not in the manner they described and two room was rented with no complaints after. with all said,  it does not dismiss our cancellation policy. All reservation are to be cancelled 24 hours prior to
arrival. Also the fact the room was rented after these guest left say the room
was in good renting standards. Due to our cancellation policy which is told to
all guest that book directly or indirectly example booking.com, all have a cancellation of 48 hour policy and
the hotels 24 hours cancellation policy prior to their Arrival. Guest will not
be refunded.