Antique Heart Pine Flooring

In regards to the referenced complaint, the guest reserved through a 3rd party website ( [redacted] ) on December [redacted] for arrival December [redacted] for nightThe guest ( [redacted] ***), paid [redacted] directlyIf she is to look at her credit card statement, she will see the hotel did not charge her She will see the charge is by [redacted] The hotel can not refund any money that was not paid to the hotelShe reserved through a company that sell's the rooms at their marked up rateAs listed on the Groupon listing from their website (not the hotels website), cancellation must be made hours prior to arrival or reservations are non refundableIt also states No-shows will be charged the total Groupon rateOur records indicate this reservation did go through as a No Show which means the room was not cancelled by Groupon so we did hold this room through the night waiting on this guests arrivalAs previously mentioned, this was all done through a outside website and not directly through the hotelAs a courtesy, I can forward you the listing and reservation back up for reference purposesThe guest is more than welcome to try to get a refund through her credit card company from Groupon, however the hotel is unable to refund money not paid to usIn addition, we are unaware what the guest paid to Groupon as they charge their marked up pricing and usually much higher than what the hotel is prepaid by the 3rd party websites that resell these rooms

The Marrakech Hotel has investigate this complaintWe had the room inspected by our exterminating company numerous times as a result of the guests persistenceIn each inspection, no bed bug activity was foundIn addition, the room was rented out to additional guests as soon as this guest checked out and no one else has reported any other incidentsAs the guest stated, they stayed in the hotel for nights with no incidentIt was not until days AFTER they left the hotel that they are saying they seen bitesAs our investigation has found, the bites could not have been from their stay at the hotelNo evidence of any bed bug activity in the room including no live or dead bugs, no eggs, blood stains or other evidenceA visual inspection was negative and no other guests have experienced any other incidents in the 3+ weeks since the guest last stayedOur recommendation is for the guest to look where else they were in the days in between their stay at the hotel and when they noticed the bitesRecent news reports have discovered bed bugs on charter busses, planes, movie/Broadway theaters and retail storesIf they traveled back to Canada by bus or plane, it is possible they received bites while in transitAt this time, the hotel does not find any reason to justify a refund as the hotel has found no cause to justify this being a result of the guests stay at the hotel

The hotel has provided the complainant with multiple items of proof showing the hotel is not the cause of his alleged bed bug bitesWe have sent him letters from the extermination company, service logs stating the inspections, proactive human inspections/treatment and canine inspection all from the exterminating companyIn addition to for mentioned proof, it has been almost months since that guest stayed, we had numerous inspections and many other guests that stayed in that room and no other complaints or findingsAt this point, the guest is not believing the hotel and only wanting a refund in excess of $which is unwarrantedWe have done all we can to assist this guest but he continues to slander the hotel's name without meritAt this point, there is no more we can do for this guestAll the proof has been provided

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: My health, safety, and peace of mind hangs in the ability to substantiate the hotels claims independently, and each time I have asked a question about who the inspection company was, or when the inspection(s) happened, I couldn't get an answerI have called the office times to speak to management and have been ignoredBecause of this lack of responsibility, communication and third-party proof, I cannot simply accept the managements word of mouth as a means of resolving this situationIf my car broke down and I got into an accident, and my car was at a shop days earlier, don't you think the insurance company or I would be asking for more specifics about the work that was done on it?I paid over $CAD to stay at this hotel and I couldn't even get a manager on the phone when I needed him the most! It is absolutely astounding how the can Marrakech gets away with this In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My health, safety, and peace of mind hangs in the ability to substantiate the hotels claims independently, and each time I have asked a question about who the inspection company was, or when the inspection(s) happened, I couldn't get an answer. I have called the office 4 times to speak to management and have been ignored. Because of this lack of responsibility, communication and third-party proof, I cannot simply accept the managements word of mouth as a means of resolving this situation. If my car broke down and I got into an accident, and my car was at a shop 2 days earlier, don't you think the insurance company or I would be asking for more specifics about the work that was done on it?I paid over $1000 CAD to stay at this hotel and I couldn't even get a manager on the phone when I needed him the most! It is absolutely astounding how the can Marrakech gets away with this. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The hotel has provided the complainant with multiple items of proof showing the hotel is not the cause of his alleged bed bug bites. We have sent him letters from the extermination company, service logs stating the inspections, proactive human inspections/treatment and canine inspection all from the exterminating company. In addition to for mentioned proof, it has been almost 2 months since that guest stayed, we had numerous inspections and many other guests that stayed in that room and no other complaints or findings. At this point, the guest is not believing the hotel and only wanting a refund in excess of $1000 which is unwarranted. We have done all we can to assist this guest but he continues to slander the hotel's name without merit. At this point, there is no more we can do for this guest. All the proof has been provided.

In regards to the guest complaint, the guest reserved a room through [redacted] (not directly through the hotel) and chose a discounted rate where he received a 15% discount on his stay, however, the reservation is non refundable and can not be cancelled.  On [redacted], there are 2...

options when reserving.  A guest can reserve either the full price room which has the option to cancel up to 24 hours prior to arrival, or they can choose the discounted, prepaid option, which can not be cancelled and charged once reserved.  I have attached the screenshot from [redacted] showing the 2 options and how it clearly states the guest will be charged and is non refundable.  In addition, while in the complaint the guested stated that the he could not get an answer to his calls, however the guest was made aware of the policy when he called and spoke to several agents and supervisors at the hotel on 4/**/17 at 10:59am, 4/**/17 at 7:01pm, 5/*/17 at 10:48am and 5/*/17 at 11:11am.  In addition, as the guest stated, he spoke to [redacted] where their agents also informed him of the cancellation terms.  When the guest spoke to the General Manager on 5/*/17, he was offered the option to change the dates but we are unable to refund the reservation since it was reserved at a discounted rate through a 3rd party website.  The guest is looking to still stay in Manhattan at another hotel, so the fact that the wedding is in Brooklyn, does not effect the guest's travel restrictions as from either hotel he would need to commute from Manhattan to Brooklyn.   The Marrakech Hotel would like to help the guest and has offered to assist by changing the dates of stay, but we can not refund the cost of the room at this time due to the terms of the reservation the guest chose through a 3rd party website.  If the guest reserved directly through the hotel via phone or our direct website, I would be able to better assist, however due to the way this reservation was made, we are unable to refund the amount paid for this reservation.

In regards to the referenced complaint, the guest reserved through a 3rd party website ([redacted]) on December [redacted] for arrival December [redacted] for 1 night. The guest ([redacted]), paid [redacted] directly. If she is to look at her credit card statement, she will see the hotel did not charge her....

She will see the charge is by [redacted]. The hotel can not refund any money that was not paid to the hotel. She reserved through a company that sell's the rooms at their marked up rate. As listed on the Groupon listing from their website (not the hotels website), cancellation must be made 48 hours prior to arrival or reservations are non refundable. It also states No-shows will be charged the total Groupon rate. Our records indicate this reservation did go through as a No Show which means the room was not cancelled by Groupon so we did hold this room through the night waiting on this guests arrival. As previously mentioned, this was all done through a outside website and not directly through the hotel. As a courtesy, I can forward you the listing and reservation back up for reference purposes. The guest is more than welcome to try to get a refund through her credit card company from Groupon, however the hotel is unable to refund money not paid to us. In addition, we are unaware what the guest paid to Groupon as they charge their marked up pricing and usually much higher than what the hotel is prepaid by the 3rd party websites that resell these rooms.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The two documents that I’ve received from the hotel and attached here does not work for me as positive proof that there’s no bed bugs. I have a right to inquire about the accuracy of these findings without these accusations of slander. I’m just trying to talk to somebody who can tell me more about the inspections that were conducted, but clearly I’m dealing with a business whose more interested in protecting themselves legally then satisfying their customers health concerns. When the log sheet was sent to me, I called the hotel again to discuss these documents, but once again management won't answer my calls to talk, instead hiding behind emails.Do I believe that “proactive” and “preventative” treatments were conducted as a result of there being no bed bugs found in our room? No, I don’t. Did they provide any information about the mattress we slept on, where I believe we were bitten? No, I have no information from the hotel or Abalon regarding that. Can I get anyone from Abalon to confirm the accuracy of the log sheet or the inspections performed? No, they won’t talk to me, even though the letters are addressed to "whom it may concern". So contrary to the hotels claim that “there’s no more they can do”, there’s a lot more they can do, and little transparency or accountability has been provided. It took the hotel over a month to provide me proof of inspection. During that time I spent money on prescription medication to treat our bites, I threw out our luggage, I spent a considerable amount of time emailing and calling the hotel trying to get a copy of the reports. I spent hours researching and worrying about where these bites were coming from. I don’t believe that these “preventative” treatments were as a result of my persistence. Treatments can only ever be reactive. The bites we had were all along the sides of our bodies - congruent with being in the sleeping position, and there was even one on my wife’s cheek. Do you know how hard it is for a bed bug to bite someone on their cheek when they're on a plane, or at a broadway show, or on the subway? (as the hotel has postulated) The Marrakech’s process for informing its customers about their health matters is so broken it’s unbelievable. Don’t want complaints? Then do the right thing and pick up the phone and talk your customers, or give us permission to contact Abalon. Telling me that no other guests have been bitten since our stay could mean any number of things – it could mean that the “preventative” treatments worked, or that the hotel really wants us to believe them. Great. It didn’t stop us from being bitten and going through what we went through. Provide more than just letterhead and scribbled down log sheets as indisputable proof. What about a bed bug free certificate? Provide something that won’t result in more questions, because when customers are treated like pests by only reacting when a there’s a problem, we won’t go away easily.My wife and I have suffered enough through the simple act of trying to obtain clear and timely information about our health and well-being as a result of staying at the Marrakech. A full refund of $1086 is absolutely warranted. It’s the cost of our stay for 3 nights, not including medications, damaged luggage and the emotional toll of 2 people having to sustain this personal injury.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The Marrakech Hotel has investigate this complaint. We had the room inspected by our exterminating company numerous times as a result of the guests persistence. In each inspection, no bed bug activity was found. In addition, the room was rented out to additional guests as soon as this guest checked...

out and no one else has reported any other incidents. As the guest stated, they stayed in the hotel for 3 nights with no incident. It was not until 2 days AFTER they left the hotel that they are saying they seen bites. As our investigation has found, the bites could not have been from their stay at the hotel. No evidence of any bed bug activity in the room including no live or dead bugs, no eggs, blood stains or other evidence. A visual inspection was negative and no other guests have experienced any other incidents in the 3+ weeks since the guest last stayed. Our recommendation is for the guest to look where else they were in the 2 days in between their stay at the hotel and when they noticed the bites. Recent news reports have discovered bed bugs on charter busses, planes, movie/Broadway theaters and retail stores. If they traveled back to Canada by bus or plane, it is possible they received bites while in transit. At this time, the hotel does not find any reason to justify a refund as the hotel has found no cause to justify this being a result of the guests stay at the hotel.

In regards to the referenced complaint, the guest had referenced issues to the front desk agent who said they were sending an employee up to verify/rectify. When the employee got to the room, the door was open, he went in after knocking. The guest after walked in on him already in the room working...

on the issues. That being said, as a courtesy to the guest, the hotel has refunded the full amount back to the guests credit card. She should be seeing the refund on her next statement.