American Hotel Management LLC

Hello Revdex.com, I am sending you the direct email contact I have had with the guest who filed this complaint prior to filing with you I am unclear how to proceed, given that I have offered his money back and would really rather he not stay here againThe nature of these issues borderlines confidential and I’d rather not put these emails on the public forumAny help or advice you can offer about this would be greatly appreciated Thanks, Lydia M [redacted] ( [redacted] From: Lydia M [redacted] Sent: Friday, July 24, 11:AMTo: [redacted] @verizon.net' < [redacted] @verizon.net> [redacted] Subject: RE: Your Stay at HI-Seattle at the American Hotel Good Morning Mr***, Thank you again for your email and for bringing your concerns to my attentionYour second complaint sent to HIUSA has also been sent to me for reviewI was initially unaware of some of the concerns that you brought up in your second complaint and I would like to investigate those furtherI am truly sorry that you had a difficult stay and feel you were mistreated by staffI, unfortunately, did get complaints about your behavior from other guests and staff and a completely different account of the interactions from staffAfter much review, this appears to be an unfortunate misunderstandingIn an effort of good faith, I would like to offer you a refund for the one night that you stayed of $Please send along your credit card details directly to me and I can get that processed for you I know that there was confusion regarding your credit card and the broken chip and there was difficulty processing your internet time code, but I should be able to take care of the refund if you send the details to me While we make every effort to accommodate our guests’ needs, we are basic, low cost accommodations, and we are not able to make every guest happyBased on the experiences that you’ve had here, I think it best that you find other accommodations in Seattle that can provide the services that you request Once again, I am so sorry that you were inconvenienced during your stay and as soon as I get the credit card details, I will process that refund for youI have copied HIUSA to this email Kind Regards, Lydia M [redacted] Interim General Manager HI-Seattle at the American Hotel From: [redacted] [mailto: [redacted] @verizon.net] Sent: Thursday, July 23, 1:AMTo: Lydia M [redacted] Subject: Re: Your Stay at HI-Seattle at the American Hotel ya know, I am very unhappy and dissatisfied with your desision to ban me from this hostel The staff were very rude and unabiding to me In fact, I think they were even a little fraudulent with my credit card I wouldn't be surprised if they steal money from you I would like to talk to you in person because when I left your hostel, I noticed that they had touched my bag and altered it I was unhappy with this You aren't supposed to do this And, the internet was having problems You aren't really truthful about your mission statement and I would not like to be associated with your hostel company any more Revdex.com will hear about this On 07/17/15, Lydia M [redacted] wrote: Dear Mr***, I am so sorry to hear that you had a bad experience at the hostel during your stayI understand that you were unhappy with the services provided at the hostelHowever, between the complaints I received from guests and concerns expressed by my front desk staff, I cannot allow you stay at the hostel againMy staff were particularly frightened by your aggressive behavior toward them while they were attempting to address your concerns Please feel free to contact me if you have any questionsI wish you all the best Kind Regards, Lydia M [redacted] Interim General ManagerHI-Seattle at the American Hotel

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

I am so sorry to hear that this guest had a difficult stay with usI have been in direct email communication with this guest as well as with HIUSA, our parent organization, regarding this complaintI have already offered the guest a refund for his overnight on the basis that the services normally
provided by the hostel did not meet his expectationsI would like to address a few of his concerns.The hostel is located in Chinatown and sits above a Chinese restaurantThe smells of Chinese food waft throughout the building and the neighborhoodAs for the bugs, we have a contract with a pest control company that treats the building as a preventative measure on a weekly basis.We recently installed new credit card terminals that can accept the new chip cards that will be required by law this year and we are fully PCI compliantIt is my understanding that the guest's credit card was cracked, would not work in the machine, and the guest would not allow the staff to enter the numbers manually, which caused the misunderstanding at the front desk.I agree that the mattresses could use an update and I am happy to announce that we are replacing these by the end of the year! While I am sorry that the guest feels his bag was tampered with, in addition to the luggage storage room which is accessible by guests and staff, we have day lockers available for more secure storage.In regards to the front desk staff and the misunderstandings with the guest, there were outstanding concerns with the guest that I would rather not discuss publicly that caused me to ask him not to returnI have since let him know that he is allowed back but I am still suggesting he find other lodgings to accommodate his needs because he is clearly unhappy with our services and I do not think we will be able to satisfy his expectations

Complaint: ***I am rejecting this response because: Complaint: ***I am rejecting this response because:There is a communications problem between what the front desk did and what they told the supervisor. The Chip machines are ordinary credit card machines that can accept the new "chip" technology into the slot as a way for the computer to recognize the card. I had no problem with that and even attempted to use the chip for payment, however, the chip was damaged on my card and they were strangely against me using the strip on the back ofthe card for payment. I mean, I thought this was the safest and only way to make a payment on a debit cardI told them it would be better to allow the strip as a form for debit from the card, but they told me the machines were broken for the past year! I thought this was crazy! One year and they still have not repaired the magnetic strip feature on the machines. After all, not every one is going to have the state-of-the-art "chip" on their card. No matter, I offered them to read the card number and manually put it into the computer. They obliged, but in the complaint, they told me I refused. I offered to do it. I am glad to hear they are replacing the mattresses, but this alone was enough for a complaint against the hostel. The mattresses are dirty and extremely thin for weary travelers in a mountainous and hiking area. I received email correspondence from the supervisor, however no where did they tell me I could come back. They asked for me to never return again and I thought it was a little disappointing. I had no problems with other guests and I didn't make anyone upset or uncomfortable. I don't know why the front desk would have told the supervisor I was rude to other guests, when I didn't even have any interaction with others. I think they just have a little spite on good Samaritans like me (after all, the blond has tattoos and body piercings indicating she is tolerant of drugs and alcohol.) They spread bad words about me which none of it is true and that is why I reject the response. Please, have the supervisor email me the comments made by the front desk about what I did. (In fact, the one asian girl who was working that night was very friendly and even appologized for the computers not working. She would confirm I was a good customer!!). Thank you.Sincerely,*** *** Sincerely,*** ***

I am so sorry that the guest experienced discomfort during her stay and was unhappy with the services provided. There does seem to be a miscommunication regarding the roles of the staff members listed in the complaint and I believe this added to the misunderstanding. I have been in contact via email...

directly with the guest regarding these complaints and others she has expressed in those emails and I would like to address the concerns.At the beginning of the guest's stay, a mistake was made with the reservation and a staff member accidentally over charged her. I discovered this mistake, took action immediately and credited the $194.21 that she was initially over charged to her future nights. This mistake was addressed with staff internally. I sincerely apologize to the guest for this error, but this was a mistake and there was no ill intent on the part of the staff.The hostel, like many older buildings in Seattle, does not have air conditioning. It was exceptionally hot during those days and guests that brought their discomfort to our attention were moved to cooler rooms, given extra fans, and offered refunds if they needed to leave.While we make every effort to take care of our guests and staff and follow all regulations, I understand that we cannot meet everyone's expectations and that there are things out of our control, such as street noise and heat, that can cause difficulty during a stay. In an effort of good faith, I am able to offer a partial refund for four nights, or $194.21.

Hello Revdex.com,
 
I am sending you the direct email contact I have had with the guest who filed this complaint prior to filing with you.  I am unclear how to proceed, given that I have offered his money back and would really rather he not stay here again. The nature of these issues borderlines confidential and I’d rather not put these emails on the public forum. Any help or advice you can offer about this would be greatly appreciated.
 
Thanks,
 
Lydia M[redacted]
([redacted]
 
From: Lydia M[redacted] Sent: Friday, July 24, 2015 11:58 AMTo: [redacted]@verizon.net' [redacted]Subject: RE: Your Stay at HI-Seattle at the American Hotel
 
Good Morning Mr. [redacted],
 
Thank you again for your email and for bringing your concerns to my attention. Your second complaint sent to HIUSA has also been sent to me for review. I was initially unaware of some of the concerns that you brought up in your second complaint and I would like to investigate those further. I am truly sorry that you had a difficult stay and feel you were mistreated by staff. I, unfortunately, did get complaints about your behavior from other guests and staff and a completely different account of the interactions from staff. After much review, this appears to be an unfortunate misunderstanding. In an effort of good faith, I would like to offer you a refund for the one night that you stayed of $52.00. Please send along your credit card details directly to me and I can get that processed for you.  I know that there was confusion regarding your credit card and the broken chip and there was difficulty processing your internet time code, but I should be able to take care of the refund if you send the details to me.
 
While we make every effort to accommodate our guests’ needs, we are basic, low cost accommodations, and we are not able to make every guest happy. Based on the experiences that you’ve had here, I think it best that you find other accommodations in Seattle that can provide the services that you request.
 
Once again, I am so sorry that you were inconvenienced during your stay and as soon as I get the credit card details, I will process that refund for you. I have copied HIUSA to this email.
 
Kind Regards,
 
Lydia M[redacted]
Interim General Manager
HI-Seattle at the American Hotel
 
 
 
 
From: [redacted] [mailto:[redacted]@verizon.net] Sent: Thursday, July 23, 2015 1:46 AMTo: Lydia M[redacted] Subject: Re: Your Stay at HI-Seattle at the American Hotel
 
ya know, I am very unhappy and dissatisfied with your desision to ban me from this hostel.  The staff were very rude and unabiding to me.  In fact, I think they were even a little fraudulent with my credit card.  I wouldn't be surprised if they steal money from you.  I would like to talk to you in person because when I left your hostel, I noticed that they had touched my bag and altered it.  I was unhappy with this.  You aren't supposed to do this...  And, the internet was having problems.   You aren't really truthful about your mission statement and I would not like to be associated with your hostel company any more.  Revdex.com will hear about this. 
 
 
On 07/17/15, Lydia M[redacted] wrote:
 
Dear Mr. [redacted],
 
I am so sorry to hear that you had a bad experience at the hostel during your stay. I understand that you were unhappy with the services provided at the hostel. However, between the complaints I received from guests and concerns expressed by my front desk staff,  I cannot allow you stay at the hostel again. My staff were particularly frightened by your aggressive behavior toward them while they were attempting to address your concerns.
 
Please feel free to contact me if you have any questions. I wish you all the best.
 
Kind Regards,
 
Lydia M[redacted]
Interim General ManagerHI-Seattle at the American Hotel

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]