Dear ***-This email is in response to the complaint by Ms***Ms*** booked a room through *** on July 31st, for arrival on Monday, August 15th, She showed up on Sunday, August 14th, to check inI understand that mistakes happen but this was not our
mistake and we tried to offer her a different room typeShe refused and left the motel. If *** messed up the date they should be getting a complaint not usI believe Ms*** should have gotten a confirmation email from *** when she booked the room stating the arrival date, so if the date was wrong she could have easily changed itAgain, not our mistake or fault. It states in her complaint that she had to find another hotel which is not trueI offered her another room type and she was rude and walked awayI am going to refund the 10% as requested and hope this complaint isn't on our record through the Revdex.com as I feel that this was human error on the guests end, not ours. I tried to offer her another room so she didn't have to leave or find another hotel. Our cancellation policy is stated on our website and *** saying prepayment night plus tax will be charged at booking and you can cancel up to days before arrival for a refund minus a $cancellation feeMs*** had plenty of time to change her reservation date after she booked it on July 31st, Thank you for your time and attention to this matter.Have a great day!Julie ***
***Days End Motel
I have received the above mentioned complaint. This guest booked a non-refundable room via [redacted] affiliate). Upon arrival I checked the guest into the exact room type she booked which is called a 1 queen economy. Minutes later they came back to the office and said the room is...
not what was pictured on [redacted]. I could tell she wasn't happy so I immediately handed her a key to our 2 queen deluxe and told her I would only charge her $10 more per night (which is a pretty big discount for the room type difference) if she wanted to see it. I also pulled our motel up on [redacted] and showed her how the rooms are listed with pictures of each room type when someone books. She came back and said no and they wanted a refund. I tried to explain to her that she booked a non-refundable reservation through a third party and I was not going to refund her. So they left.This is busy season in a tourist town and I could have sold her room many times over. Since she had a non-refundable reservation that she booked with her very own fingers with pictures of exactly what she was getting we did not sell her room we held it for her. I do not believe I should have to risk loss of income since we do not have false advertising, we have some of the cleanest rooms you will find in this town or anywhere, and I tried to accommodate her.At no time during any of all this was I upset nor rude. I was trying to be accommodating and she wasn't having it. I do not know what her problem with our motel was but it is not dirty. This is a non-smoking motel. Our bedding is clean and does not have burn holes in them. We are in the top 10 hotels out of 73 in Wisconsin dells on TripAdvisor, and have excellent reviews of our cleanliness on any site you look up. There is nothing dirty or nasty here and it is a family place. We have repeat and new family reunions here year after year not to mention hundreds of families who absolutely love it. I would love to see these so called pictures of our nasty rooms with burn holes fit for a prostitute. It is pretty insulting really. We are a small family owned and operated motel and we take pride in our business. Please let me know if you have any further questions.
Dear ***-This email is in response to the complaint by Ms***Ms*** booked a room through *** on July 31st, for arrival on Monday, August 15th, She showed up on Sunday, August 14th, to check inI understand that mistakes happen but this was not our
mistake and we tried to offer her a different room typeShe refused and left the motel. If *** messed up the date they should be getting a complaint not usI believe Ms*** should have gotten a confirmation email from *** when she booked the room stating the arrival date, so if the date was wrong she could have easily changed itAgain, not our mistake or fault. It states in her complaint that she had to find another hotel which is not trueI offered her another room type and she was rude and walked awayI am going to refund the 10% as requested and hope this complaint isn't on our record through the Revdex.com as I feel that this was human error on the guests end, not ours. I tried to offer her another room so she didn't have to leave or find another hotel. Our cancellation policy is stated on our website and *** saying prepayment night plus tax will be charged at booking and you can cancel up to days before arrival for a refund minus a $cancellation feeMs*** had plenty of time to change her reservation date after she booked it on July 31st, Thank you for your time and attention to this matter.Have a great day!Julie ***
***Days End Motel
I have received the above mentioned complaint. This guest booked a non-refundable room via [redacted] affiliate). Upon arrival I checked the guest into the exact room type she booked which is called a 1 queen economy. Minutes later they came back to the office and said the room is...
not what was pictured on [redacted]. I could tell she wasn't happy so I immediately handed her a key to our 2 queen deluxe and told her I would only charge her $10 more per night (which is a pretty big discount for the room type difference) if she wanted to see it. I also pulled our motel up on [redacted] and showed her how the rooms are listed with pictures of each room type when someone books. She came back and said no and they wanted a refund. I tried to explain to her that she booked a non-refundable reservation through a third party and I was not going to refund her. So they left.This is busy season in a tourist town and I could have sold her room many times over. Since she had a non-refundable reservation that she booked with her very own fingers with pictures of exactly what she was getting we did not sell her room we held it for her. I do not believe I should have to risk loss of income since we do not have false advertising, we have some of the cleanest rooms you will find in this town or anywhere, and I tried to accommodate her.At no time during any of all this was I upset nor rude. I was trying to be accommodating and she wasn't having it. I do not know what her problem with our motel was but it is not dirty. This is a non-smoking motel. Our bedding is clean and does not have burn holes in them. We are in the top 10 hotels out of 73 in Wisconsin dells on TripAdvisor, and have excellent reviews of our cleanliness on any site you look up. There is nothing dirty or nasty here and it is a family place. We have repeat and new family reunions here year after year not to mention hundreds of families who absolutely love it. I would love to see these so called pictures of our nasty rooms with burn holes fit for a prostitute. It is pretty insulting really. We are a small family owned and operated motel and we take pride in our business. Please let me know if you have any further questions.
Because it wasn't a cancellation. They could've given me a small refund for my troubles. It was [redacted] fault not mine!