Aloft Tempe

Aloft tempe will not be refunding guest back Complaint was made back in Janauary and guest spoke to [redacted] (Director of Operations) Guest was offered room move at 12:30am and guest declined Front Desk overnight is not trained how to fix PTEC A/C in room *** [redacted] left guest message via email about issues she had experience and did not hear a word back from guest Guest than decided to write about experience to Revdex.com about this experience when she has already dealt with [redacted] Please let me know if you have any questions.Thank you, [redacted] ***General Manager Aloft Tempe-------- Original message --------From: [redacted] Date: 01/08/10:AM (GMT-08:00) To: 2014Ac < [redacted] .**@***.***> Subject: RE: Ms***, Upon researching your issue I found that we attempted to room move you as we could not readily fix the issue in that room due to your arrival time You declined the move and chose to stay in that room I apologize for any inconvenience you experienced during your stay, but you declined the only solution to your issue As the staff attempted to fix the issue at the time and you declined the fix, we will not be offering any compensation for the room Please let me know if you have any questions [redacted] Area Director of Operations & Sustainability Champion | aloft Tempe [redacted] *** [redacted] [redacted] ***t*** [redacted] *** f* [redacted] *** Like us on Facebook | Follow us on Twitter | alofthotels.comThe Valley of the Sun’s First LEED® Certified Hotel Awarded by USGBC From: 2014Ac [ [redacted] .**@***.***] Sent: Wednesday, January 07, 3:PMTo: [redacted] Subject: Mr [redacted] ,I called late yesterday and again today to speak with you regarding my stay at your hotelAttached is a picture evidence of the freezing conditions of room on January 3rd I am requesting some type of reimbursement for this stayThank you[redacted] ***###-###-####Sent from my Sprint Samsung Galaxy® Note Edge

Aloft tempe will not be refunding guest back Complaint was made back in Janauary and guest spoke to [redacted] (Director of Operations) Guest was offered room move at 12:30am and guest declined Front Desk overnight is not trained how to fix PTEC A/C in room [redacted] left guest message via email about issues she had experience and did not hear a word back from guest Guest than decided to write about experience to Revdex.com about this experience when she has already dealt with [redacted] Please let me know if you have any questions.Thank you, [redacted] ***General Manager Aloft Tempe-------- Original message --------From: [redacted] Date: 01/08/10:AM (GMT-08:00) To: 2014Ac < [redacted] .**@***.***> Subject: RE: Ms***, Upon researching your issue I found that we attempted to room move you as we could not readily fix the issue in that room due to your arrival time You declined the move and chose to stay in that room I apologize for any inconvenience you experienced during your stay, but you declined the only solution to your issue As the staff attempted to fix the issue at the time and you declined the fix, we will not be offering any compensation for the room Please let me know if you have any questions [redacted] Area Director of Operations & Sustainability Champion | aloft Tempe [redacted] *** [redacted] [redacted] ***t*** [redacted] *** f* [redacted] *** Like us on Facebook | Follow us on Twitter | alofthotels.comThe Valley of the Sun’s First LEED® Certified Hotel Awarded by USGBC From: 2014Ac [ [redacted] .**@***.***] Sent: Wednesday, January 07, 3:PMTo: [redacted] Subject: Mr [redacted] ,I called late yesterday and again today to speak with you regarding my stay at your hotelAttached is a picture evidence of the freezing conditions of room on January 3rd I am requesting some type of reimbursement for this stayThank you[redacted] ***###-###-####Sent from my Sprint Samsung Galaxy® Note Edge

Mrs*** did contact General Manager *** *** and spoke to him about this issue *** *** explained to guest that the hotel refunds the authorization amount upon check out and she should be getting this money back She was here on a pre-paid deposit for one night Our
lightspeed system (which every *** property uses) takes a X amount of money to hold for authorization in case of room damages or if guests have any other incidental charges on the side For some odd reason, the system went out for an extra $as shown below We do not have control over our system at times. Per guest statement, she claims she did not hear back from manager *** and unable to leave a message is a lie She did indeed speak to *** *** and she could have left multiple message on his phone which she did not *** even explained to guest that if we need to speak to her bank, we could have *** on the line to clear things up and explain that we released this authorization We will not refund her back her room and tax and pay for her $over draft fees in which she did not have enough money in her debit account

Aloft tempe will not be refunding guest back.  Complaint was made back in Janauary and guest spoke to [redacted] (Director of Operations).  Guest was offered room move at 12:30am and guest declined.  Front Desk overnight is not trained how to fix PTEC A/C in room.  [redacted]...

[redacted] left guest message via email about issues she had experience and did not hear a word back from guest.  Guest than decided to write about experience to Revdex.com about this experience when she has already dealt with [redacted].    Please let me know if you have any questions.Thank you,[redacted]General Manager Aloft Tempe-------- Original message --------From: [redacted] <[redacted].[redacted].[redacted]> Date: 01/08/2015 10:47 AM (GMT-08:00) To: 2014Ac <[redacted].**@[redacted].[redacted]> Subject: RE: Ms. [redacted], Upon researching your issue I found that we attempted to room move you as we could not readily fix the issue in that room due to your arrival time.  You declined the move and chose to stay in that room.   I apologize for any inconvenience you experienced during your stay, but you declined the only solution to your issue.  As the staff attempted to fix the issue at the time and you declined the fix, we will not be offering any compensation for the room.  Please let me know if you have any questions. [redacted]Area Director of Operations & Sustainability Champion | aloft Tempe[redacted]  
[redacted]t. [redacted]  f. [redacted] Like us on Facebook  |   Follow us on Twitter  |  alofthotels.comThe Valley of the Sun’s First LEED® Certified Hotel Awarded by USGBC From: 2014Ac [[redacted].**@[redacted].[redacted]] Sent: Wednesday, January 07, 2015 3:59 PMTo: [redacted]Subject:  Mr [redacted],I called late yesterday and again today to speak with you regarding my stay at your hotel. Attached is a picture evidence of the freezing conditions of room 315  on January 3rd 2015.  I am requesting some type of reimbursement for this stay. Thank you.[redacted]###-###-####Sent from my Sprint Samsung Galaxy® Note Edge.

Aloft tempe will not be refunding guest back.  Complaint was made back in Janauary and guest spoke to [redacted] (Director of Operations).  Guest was offered room move at 12:30am and guest declined.  Front Desk overnight is not trained how to fix PTEC A/C in room.  [redacted] left guest message via email about issues she had experience and did not hear a word back from guest.  Guest than decided to write about experience to Revdex.com about this experience when she has already dealt with [redacted].    Please let me know if you have any questions.Thank you,[redacted]General Manager Aloft Tempe-------- Original message --------From: [redacted] <[redacted].[redacted].[redacted]> Date: 01/08/2015 10:47 AM (GMT-08:00) To: 2014Ac <[redacted].**@[redacted].[redacted]> Subject: RE: Ms. [redacted], Upon researching your issue I found that we attempted to room move you as we could not readily fix the issue in that room due to your arrival time.  You declined the move and chose to stay in that room.   I apologize for any inconvenience you experienced during your stay, but you declined the only solution to your issue.  As the staff attempted to fix the issue at the time and you declined the fix, we will not be offering any compensation for the room.  Please let me know if you have any questions. [redacted]Area Director of Operations & Sustainability Champion | aloft Tempe[redacted]  
[redacted]t. [redacted]  f. [redacted] Like us on Facebook  |   Follow us on Twitter  |  alofthotels.comThe Valley of the Sun’s First LEED® Certified Hotel Awarded by USGBC From: 2014Ac [[redacted].**@[redacted].[redacted]] Sent: Wednesday, January 07, 2015 3:59 PMTo: [redacted]Subject:  Mr [redacted],I called late yesterday and again today to speak with you regarding my stay at your hotel. Attached is a picture evidence of the freezing conditions of room 315  on January 3rd 2015.  I am requesting some type of reimbursement for this stay. Thank you.[redacted]###-###-####Sent from my Sprint Samsung Galaxy® Note Edge.

Guest stayed in room, swiped her own card and was informed property was non-smoking.  Upon the guest check-out, housekeeping entered the room and found a plethora of evidence of smoking (full ash trays, used hookah, etc) at which time we, the management checked the room to confirm then charged...

the smoking fee.  This fee is charged due to the loss of revenue from having to keep the room off market as we can not sell to other guests in the condition it was in. Guest called multiple times and hung up on the front desk each time.  The first time I was on a call with revenue management.  This call happens every week and is approximately an hour in length.  Had guest allowed the front desk to continue with their response before hanging up, she would have been transferred to my voicemail and I would have responded as soon as I ended my call.  The next day she called when I was on a corporate IT upgrade call.  Once again, she did not allow the front desk to transfer her before hanging up the phone.It was after this that the guest emailed and threatened legal action against the property for our policy which was clearly stated at check in as well as on the sign that sat next to the full ash tray on the guest room desk.  Due to this threat of legal action, the property will not longer reply to the guest and this will be our final rebuttal on Revdex.com as well.

Mrs. [redacted] did contact General Manager [redacted] and spoke to him about this issue.  [redacted] explained to guest that the hotel refunds the authorization amount upon check out and she should be getting this money back.  She was here on a pre-paid deposit for one night.  Our...

lightspeed system (which every [redacted] property uses) takes a X amount of money to hold for authorization in case of room damages or if guests have any other incidental charges on the side.  For some odd reason, the system went out for an extra $100 as shown below.  We do not have control over our system at times. Per guest statement, she claims she did not hear back from manager [redacted] and unable to leave a message is a false lie.  She did indeed speak to [redacted] and she could have left multiple message on his phone which she did not.  [redacted] even explained to guest that if we need to speak to her bank, we could have [redacted] on the line to clear things up and explain that we released this authorization.  We will not refund her back her room and tax and pay for her $88 over draft fees in which she did not have enough money in her debit account.

Aloft tempe will not be refunding guest back.  Complaint was made back in Janauary and guest spoke to [redacted] (Director of Operations).  Guest was offered room move at 12:30am and guest declined.  Front Desk overnight is not trained how to fix PTEC A/C in room.  [redacted]...

[redacted] left guest message via email about issues she had experience and did not hear a word back from guest.  Guest than decided to write about experience to Revdex.com about this experience when she has already dealt with [redacted].    Please let me know if you have any questions.Thank you,[redacted]General Manager Aloft Tempe-------- Original message --------From: [redacted] <[redacted].[redacted].[redacted]> Date: 01/08/2015 10:47 AM (GMT-08:00) To: 2014Ac <[redacted].**@[redacted].[redacted]> Subject: RE: Ms. [redacted], Upon researching your issue I found that we attempted to room move you as we could not readily fix the issue in that room due to your arrival time.  You declined the move and chose to stay in that room.   I apologize for any inconvenience you experienced during your stay, but you declined the only solution to your issue.  As the staff attempted to fix the issue at the time and you declined the fix, we will not be offering any compensation for the room.  Please let me know if you have any questions. [redacted]Area Director of Operations & Sustainability Champion | aloft Tempe[redacted]  

[redacted]t. [redacted]  f. [redacted] Like us on Facebook  |   Follow us on Twitter  |  alofthotels.comThe Valley of the Sun’s First LEED® Certified Hotel Awarded by USGBC From: 2014Ac [[redacted].**@[redacted].[redacted]] Sent: Wednesday, January 07, 2015 3:59 PMTo: [redacted]Subject:  Mr [redacted],I called late yesterday and again today to speak with you regarding my stay at your hotel. Attached is a picture evidence of the freezing conditions of room 315  on January 3rd 2015.  I am requesting some type of reimbursement for this stay. Thank you.[redacted]###-###-####Sent from my Sprint Samsung Galaxy® Note Edge.

Aloft tempe will not be refunding guest back.  Complaint was made back in Janauary and guest spoke to [redacted] (Director of Operations).  Guest was offered room move at 12:30am and guest declined.  Front Desk overnight is not trained how to fix PTEC A/C in room.  [redacted] left guest message via email about issues she had experience and did not hear a word back from guest.  Guest than decided to write about experience to Revdex.com about this experience when she has already dealt with [redacted].    Please let me know if you have any questions.Thank you,[redacted]General Manager Aloft Tempe-------- Original message --------From: [redacted] <[redacted].[redacted].[redacted]> Date: 01/08/2015 10:47 AM (GMT-08:00) To: 2014Ac <[redacted].**@[redacted].[redacted]> Subject: RE: Ms. [redacted], Upon researching your issue I found that we attempted to room move you as we could not readily fix the issue in that room due to your arrival time.  You declined the move and chose to stay in that room.   I apologize for any inconvenience you experienced during your stay, but you declined the only solution to your issue.  As the staff attempted to fix the issue at the time and you declined the fix, we will not be offering any compensation for the room.  Please let me know if you have any questions. [redacted]Area Director of Operations & Sustainability Champion | aloft Tempe[redacted]  

[redacted]t. [redacted]  f. [redacted] Like us on Facebook  |   Follow us on Twitter  |  alofthotels.comThe Valley of the Sun’s First LEED® Certified Hotel Awarded by USGBC From: 2014Ac [[redacted].**@[redacted].[redacted]] Sent: Wednesday, January 07, 2015 3:59 PMTo: [redacted]Subject:  Mr [redacted],I called late yesterday and again today to speak with you regarding my stay at your hotel. Attached is a picture evidence of the freezing conditions of room 315  on January 3rd 2015.  I am requesting some type of reimbursement for this stay. Thank you.[redacted]###-###-####Sent from my Sprint Samsung Galaxy® Note Edge.

Guest stayed in room, swiped her own card and was informed property was non-smoking.  Upon the guest check-out, housekeeping entered the room and found a plethora of evidence of smoking (full ash trays, used hookah, etc) at which time we, the management checked the room to confirm then charged...

the smoking fee.  This fee is charged due to the loss of revenue from having to keep the room off market as we can not sell to other guests in the condition it was in. Guest called multiple times and hung up on the front desk each time.  The first time I was on a call with revenue management.  This call happens every week and is approximately an hour in length.  Had guest allowed the front desk to continue with their response before hanging up, she would have been transferred to my voicemail and I would have responded as soon as I ended my call.  The next day she called when I was on a corporate IT upgrade call.  Once again, she did not allow the front desk to transfer her before hanging up the phone.It was after this that the guest emailed and threatened legal action against the property for our policy which was clearly stated at check in as well as on the sign that sat next to the full ash tray on the guest room desk.  Due to this threat of legal action, the property will not longer reply to the guest and this will be our final rebuttal on Revdex.com as well.