Again, I am sorry that you were unhappy with the situation.We are a smoke free hotel as stated to you but there are a few people who disobey rules and laws.I am and never was a smoker myself and also have asthma so I can clearly smell odors of any type.When I inspected your room at 5pm that day I found the beds pulled apart and since housekeeping was gone for the day It could not be sold again.I spoke to the fdc who checked you in that day and again she reiterated that she did not tell you that there would be no chargeShe gave you a choice of another room and at that point we fulfilled our obligationWhen I spoke with her on Saturday evening she remembered the situation clearly and had no doubt of what she told you
Many times the guest's bank will put a hold on certain monies.I am sure this was the case hereI have no record of these charges and told the guest that I cannot refund monies that I do not see on their folio.By now the guest's bank account should be straightened outIt normally takes 5-business days to do so.The problem with [redacted] should also remedied
Again, I am sorry that you were unhappy with the situation.We are a smoke free hotel as stated to you but there are a few people who disobey rules and laws.I am and never was a smoker myself and also have asthma so I can clearly smell odors of any type.When I inspected your room at 5pm that day I...
found the beds pulled apart and since housekeeping was gone for the day It could not be sold again.I spoke to the fdc who checked you in that day and again she reiterated that she did not tell you that there would be no charge. She gave you a choice of another room and at that point we fulfilled our obligation. When I spoke with her on Saturday evening she remembered the situation clearly and had no doubt of what she told you.
Complaint: [redacted]
I am rejecting this response because: I was offered a second room as I stated in my perevious email. The second room also had a terrible smoke smell. There is no other reason that I would have left the hotel. I was inconvenienced by having to scramble and find another place to stay for the night. I told Jacklyn that the second room smelled of smoke. She said she was not surprised. She did not offer me anything else, and also did not even apologize for the inconvenience. I specifically spoke with her about not being charged for the room. She said that I HAD NOT and WOULD NOT be charged. I am also disappointed that he manager did not even reach out to me regarding the situation until I submitted a negative review on the website. Also, I was promised an email from the manager last Saturday, which I never received. Both rooms that were offered to me had a terrible smoke odor, and were unacceptable. I did not mess up any of the beds, as I was only at the hotel for a total of 10 minutes. In that 10 minutes, I checked out 2 rooms, went up and down from the first floor to the third floor 3 times, and checked out. Obviously, I did not have any time to mess up beds. If there was any question as to the validity of my complaint, The hotel staff should have investigated the room immediately upon my complaint, not several hours later. It is preposterous to think that I checked out of your hotel for no reason. I have never left a hotel dissatisfied. This was the first experience that I have had with a situation like this. I cannot believe that the hotel is more concerned with $122.00 than they are with satisfying customers and providing a quality place to stay. I was unable to stay at the establishment due to the smoke smell. The manager admits that guests smoke in the hotel. The hotel boasts a smoke free environment, which it did not provide.
Regards,
[redacted]
Many times the guest's bank will put a hold on certain monies.I am sure this was the case here. I have no record of these charges and told the guest that I cannot refund monies that I do not see on their folio.By now the guest's bank account should be straightened out. It normally takes 5-7 business...
days to do so.The problem with [redacted] should also remedied.
Again, I am sorry that you were unhappy with the situation.We are a smoke free hotel as stated to you but there are a few people who disobey rules and laws.I am and never was a smoker myself and also have asthma so I can clearly smell odors of any type.When I inspected your room at 5pm that day I found the beds pulled apart and since housekeeping was gone for the day It could not be sold again.I spoke to the fdc who checked you in that day and again she reiterated that she did not tell you that there would be no chargeShe gave you a choice of another room and at that point we fulfilled our obligationWhen I spoke with her on Saturday evening she remembered the situation clearly and had no doubt of what she told you
Many times the guest's bank will put a hold on certain monies.I am sure this was the case hereI have no record of these charges and told the guest that I cannot refund monies that I do not see on their folio.By now the guest's bank account should be straightened outIt normally takes 5-business days to do so.The problem with [redacted] should also remedied
Again, I am sorry that you were unhappy with the situation.We are a smoke free hotel as stated to you but there are a few people who disobey rules and laws.I am and never was a smoker myself and also have asthma so I can clearly smell odors of any type.When I inspected your room at 5pm that day I...
found the beds pulled apart and since housekeeping was gone for the day It could not be sold again.I spoke to the fdc who checked you in that day and again she reiterated that she did not tell you that there would be no charge. She gave you a choice of another room and at that point we fulfilled our obligation. When I spoke with her on Saturday evening she remembered the situation clearly and had no doubt of what she told you.
Complaint: [redacted]
I am rejecting this response because: I was offered a second room as I stated in my perevious email. The second room also had a terrible smoke smell. There is no other reason that I would have left the hotel. I was inconvenienced by having to scramble and find another place to stay for the night. I told Jacklyn that the second room smelled of smoke. She said she was not surprised. She did not offer me anything else, and also did not even apologize for the inconvenience. I specifically spoke with her about not being charged for the room. She said that I HAD NOT and WOULD NOT be charged. I am also disappointed that he manager did not even reach out to me regarding the situation until I submitted a negative review on the website. Also, I was promised an email from the manager last Saturday, which I never received. Both rooms that were offered to me had a terrible smoke odor, and were unacceptable. I did not mess up any of the beds, as I was only at the hotel for a total of 10 minutes. In that 10 minutes, I checked out 2 rooms, went up and down from the first floor to the third floor 3 times, and checked out. Obviously, I did not have any time to mess up beds. If there was any question as to the validity of my complaint, The hotel staff should have investigated the room immediately upon my complaint, not several hours later. It is preposterous to think that I checked out of your hotel for no reason. I have never left a hotel dissatisfied. This was the first experience that I have had with a situation like this. I cannot believe that the hotel is more concerned with $122.00 than they are with satisfying customers and providing a quality place to stay. I was unable to stay at the establishment due to the smoke smell. The manager admits that guests smoke in the hotel. The hotel boasts a smoke free environment, which it did not provide.
Regards,
[redacted]
Many times the guest's bank will put a hold on certain monies.I am sure this was the case here. I have no record of these charges and told the guest that I cannot refund monies that I do not see on their folio.By now the guest's bank account should be straightened out. It normally takes 5-7 business...
days to do so.The problem with [redacted] should also remedied.