AmericInn of Ham Lake

Initial Business Response / [redacted] (1000, 5, 2015/12/09) */ I will contact the [redacted] and process her refund Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/12/09) */ Final Business Response / [redacted] (4000, 13, 2016/02/24) */ I will call Mrs***, and will settle this asap

This is my response in reference to the complaint submitted on 8/31/with an id # 11688414.I did discuss it with the guest, and after investigating this issue with my staff, it became apparent that guest is trying to falsify the facts just to get complete free accommodation including van trip
charges for their stay with us at Americinn hotel. A month before their arrival (check-in), guest called me and said she was promised to get 50% off of her room rent along with two round trip free shuttles, also free meeting room to get ready for their weddingWhen I asked who did she talked to for all this, or have any email communication from our hotel, she had no communication proof of this commitment our hotelBut I still agreed to provide her the followings:50% off of the Bridal room only on Thursday (8/25) and Friday (8/26) night. Free of charge use of conference room OR any other single room to get ready for wedding on the day of 08/26. Two free round trip of shuttle service. $for extra for round trip shuttle service. She agreed to the above (I have email communication for all this conversation)She also added one more shuttle (besides two free round trip) at the charge of $25. According to our agreement, we provided all the commitment we made to her. Our shuttle driver who has been working for us for a long time and had no issues with our valued guests did go to the wedding place to pick up the last scheduled shuttle, he waited for minutes but no one showed up to ride the van, finally a guy came out from the wedding club and said there is no one inside the hallShuttle driver still waited little bit longer and finally came back with empty shuttle. Next morning bride maid of honor came to the front desk, and said she along with some other wedding guests were waiting outside the wedding club for the shuttle, they were all drunk and waiting for the ride, but no one came to pick them upFront desk lady (Jamie) told her that, shuttle drive stayed there for at least to minutes, but nobody showed up for the ride, bride maid of honor started to shout and also blamed Jamie that she took away her hanger which according to her, she left after getting ready for the wedding in the meeting room. Bride maid also insisted to talk to Manager, I called her right away and talked to her about the issueShe complained about the same that shuttle was not available to bring them back to hotelWhen I told her that our shuttle driver waited for 25-minutes, but no one showed up for the ride, she started to swear at me and threaten me if I don't give her free room, she will call hotel corporate and also complain about it in the Revdex.comI told her that based off our commitment with Bride, I have already given all the discounts. Bride maid of honor had conflicting stories also, she told me that they were all drunk waiting outside the club for a ride, but when front desk staff told her that other guests in the hotel were complaining about wedding guests being drunk and loud in the lobby, she said, it was a sober wedding and no one drank. Hotel corporate also denied bride and bride maid of honor complaints, and closed the cased. I am sorry, but I will not be able to provide and other discounts or refundsIf you need proofs of email communication with Bride and me, please let me now. Thanks, Tahir KhanGeneral ManagerAmericInn Lodge & Suites. WHY NEHam Lake, MN,

Initial Business Response /* (1000, 5, 2015/12/11) */
We will contact *** about it
We have been telling all our guests about the out of order hot tub at the time of check in
When *** became aware of that hot tub is out of order, and if she had decided to leave, we could have
given her the full refund, but instead She stayed overnight and now asking for a 1/refund
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First they did not tell me about hot tub being broke at the front counter cause then I would of left
Second I didn't know or think we could leaveThe only thing that the lady said behind the counter was "sorry"! If I thought we could leave believe you me I would ofWe had the whole Friday night planned and had my booking done for three weeksChances of going somewhere else in that short of notice would be slimBut if we knew when we booked we could of gone somewhere else
Final Business Response /* (4000, 9, 2015/12/18) */
I will refund 1/the room rent back to *** as she asked for
Thanks,
Tahir
Final Consumer Response /* (2000, 11, 2016/01/04) */

I am rejecting this response because:
Well it is apparent that customer service is not the Americinn Hotel (Ham Lake) and Tahir's top priority. Not only from my recent experience but the many reviews I read on them. We should have researched a little better before booking with them. Our mistake. We will not being staying at any Americinn hotels again, nor will anyone that experienced the poor customer service we encountered. I realized after reading Tahir's response that he's just going to keep on making up lies because he has no other option because he knows and so does his staff that they messed up BIG time. When I originally booked, I spoke with the general manager (which he said is no longer there when I called to confirm everything before our wedding)and he said we would receive 50% off our stay for both nights, free to use the conference room in the morning, 2 free round trip shuttles, $25 for each round trip after that if we booked 10 rooms (which he had more than that booked for both nights). The general manager, whom is no longer there, did not make note of this under our name. Another mess up by the Americinn. Most of the guests that booked rooms were older guests, which went to bed right away and some even left early (they all drove themselves back to the hotel) so I know for a fact they were not loud. The only other guests from our block was the wedding party, which we didn't get back to the hotel until really late because we sat our front of the venue waiting for the shuttle that never picked us up. We were all so tired. Two guests staying at the hotel had to use other people's vehicles to come get us. When we arrived back at the hotel we were all so wiped out we went straight to bed. The maid of honor did stop at the front desk to complain and I never heard her raise her voice. She told them she was tired and would come back in the morning to discuss because it was late. We also never claimed it was a sober wedding. There just wasn't anyone that was drunk. Everyone from the wedding was able to drive home other than the wedding party and a hand full of guests because they left their car at the hotel so they had no way to leave the venue but the shuttle. We waited outside the venue until 1:30 AM and there was not shuttle. We weren't allowed in the venue after midnight so I know for a fact the shuttle never showed up for us because we had to sit outside, there was no where else to go. When my maid of honor spoke with them the next day she did not yell or cuss at them, if anything she was just frustrated because they kept pushing off blame and not accepting that they messed up. She never threatened anyone but she did say she would write to the Revdex.com, which is completely understandable. When she contacted corporate they told her if she was going to contact Revdex.com they could not longer keep the case open so she agreed. When I checked out they charged me over double what was agreed and I wanted to pay cash, which I told the front desk lady numerous times but she just charged my card on account anyway. About the hanger, we have our hangers so I'm not sure what that's about. After I submitted the survey/review (which wasn't a good review because of our terrible experience), Tahir called my cell phone on August 30th, 2016 (which I have record of) and went off yelling at me, cussing because I just sent a bad review and then hung up on me. I did get a word in. I really didn't appreciate that kind of harassment. I was in disbelief and especially for an owner/manager to treat a customer this way and call their personal phone and harass them. I still can't believe it. Every encounter with staff and the Americinn Ham Lake turned out to be a mess, from booking, to confirming, to check-in, our stay, our service, rude employees, check-out and now even after the fact. I realize this is going nowhere with Tahir and/or the Americinn so all I want is to get this out for others to be warned not to stay there and have to deal with what we have dealt with. We have never had worse service. Never again will we stay at Americinn.

Initial Business Response /* (1000, 5, 2015/12/09) */
I will contact the [redacted] and process her refund.
Initial Consumer Rebuttal /* (2000, 6, 2015/12/09) */
Final Business Response /* (4000, 13, 2016/02/24) */
I will call Mrs. [redacted], and will settle this asap.