Hello,The customer paid for multiple nights, and she was removed from the premises of having and smoking narcotics in the room with the presence of infants. The customer is fully aware of the smoking policy that she has signed on the registration cardUpon removal from the
property, we gave the customer an opportunity to involve law enforcement to assess the room for narcotics, and if we were in the wrong then the funding will be returned and she can continue the stay. Instead of agreeing to calling the proper authorities, she proceeded to behave violently in the lobby while cursing out two employees stating we are wrong for what has happenedAll she had to do was to agree to the proper authorities coming to the property if my staff and I were in the wrong, so why not agree to them coming?Reading the customer's statement, there is multiple points the customer has lied about her statementTo simply put this, it is wrong to accuse our General Manager of stealing while another employee followed her into the roomHer belongings were returned to her by management who were the ones that packaged itWe are an establishment that prides ourselves on customer service and thus one of the best hotels of choice in the Joplin area. However, it is true, that we stopped communication with the customer due to her violent natureI do believe it is not fair for the hotel to have to go through further accusations after the way she displayed herself in the lobby
Complaint: ***
I am rejecting this response because:I had several items stolen from me and there are multiple websites with the same reviews of them stealing items and money from peoples cardsIt is hilarious that they are now trying to accuse us of "smoking narcotics in the room." If this were true, why weren't the police called? I kept being falsely accused of smoking in their set up roomA room in which my child WITH SEVERE ASTHMA slept inThese people literally have no common sense and it is sickening that they are making these type of accusationsThe front counter staff even mentioned "this happens all the time." Yes, it is clear it does when you look at their reviews. Isn't it illegal for them to go through my personal belongings? They need to be investigated and taught how to conduct a business properlyIt is sad that you have to go through so many people just to get a proper response because of their guilt of what they are doing to peopleThe manager wasn't even manager enough to talk to me directly and instead had me call back the hotel who then tried directing me back to him. Not to mention, I was told there is no corporate office when that is impossible. It is a big money scam joke and what they are doing to people is very, very wrongYes I was very frustrated and did cuss them out because they did not want to give me any information on why they removed my items from the room, but it is very obvious that it is because they are thieves and like stealing stuff from their costumersNot to mention, I WAS COMING BACK FROM MY FATHER'S FUNERALSo yes, I was very frustrated that dayI am requesting an investigation be done on the business in regards to all of the money and items that have stolen from peopleI also am still requesting a refund and replacement of my items and contact to other people who have made complaints and have had accusations made about them so they too can be refunded and their items replacedIn addition to their accusations, their hallways are disgusting and smoke filledAs mentioned previously, there were crumbs in the bed sheets so obviously someone isn't doing their work properly and is instead using their time to snoop through people's belongings to take what they wantManagement is backing them up and it is mind blowing that I have been put in this situationI am sure my items were dispersed among them all
Sincerely,
*** ***
Hello,The customer paid for multiple nights, and she was removed from the premises of having and smoking narcotics in the room with the presence of infants. The customer is fully aware of the smoking policy that she has signed on the registration cardUpon removal from the
property, we gave the customer an opportunity to involve law enforcement to assess the room for narcotics, and if we were in the wrong then the funding will be returned and she can continue the stay. Instead of agreeing to calling the proper authorities, she proceeded to behave violently in the lobby while cursing out two employees stating we are wrong for what has happenedAll she had to do was to agree to the proper authorities coming to the property if my staff and I were in the wrong, so why not agree to them coming?Reading the customer's statement, there is multiple points the customer has lied about her statementTo simply put this, it is wrong to accuse our General Manager of stealing while another employee followed her into the roomHer belongings were returned to her by management who were the ones that packaged itWe are an establishment that prides ourselves on customer service and thus one of the best hotels of choice in the Joplin area. However, it is true, that we stopped communication with the customer due to her violent natureI do believe it is not fair for the hotel to have to go through further accusations after the way she displayed herself in the lobby
Complaint: ***
I am rejecting this response because:I had several items stolen from me and there are multiple websites with the same reviews of them stealing items and money from peoples cardsIt is hilarious that they are now trying to accuse us of "smoking narcotics in the room." If this were true, why weren't the police called? I kept being falsely accused of smoking in their set up roomA room in which my child WITH SEVERE ASTHMA slept inThese people literally have no common sense and it is sickening that they are making these type of accusationsThe front counter staff even mentioned "this happens all the time." Yes, it is clear it does when you look at their reviews. Isn't it illegal for them to go through my personal belongings? They need to be investigated and taught how to conduct a business properlyIt is sad that you have to go through so many people just to get a proper response because of their guilt of what they are doing to peopleThe manager wasn't even manager enough to talk to me directly and instead had me call back the hotel who then tried directing me back to him. Not to mention, I was told there is no corporate office when that is impossible. It is a big money scam joke and what they are doing to people is very, very wrongYes I was very frustrated and did cuss them out because they did not want to give me any information on why they removed my items from the room, but it is very obvious that it is because they are thieves and like stealing stuff from their costumersNot to mention, I WAS COMING BACK FROM MY FATHER'S FUNERALSo yes, I was very frustrated that dayI am requesting an investigation be done on the business in regards to all of the money and items that have stolen from peopleI also am still requesting a refund and replacement of my items and contact to other people who have made complaints and have had accusations made about them so they too can be refunded and their items replacedIn addition to their accusations, their hallways are disgusting and smoke filledAs mentioned previously, there were crumbs in the bed sheets so obviously someone isn't doing their work properly and is instead using their time to snoop through people's belongings to take what they wantManagement is backing them up and it is mind blowing that I have been put in this situationI am sure my items were dispersed among them all
Sincerely,
*** ***