Apple Tree Inn

As this guest was in the process of checking out and loading their SUV, the head housekeeper informed me that she noticed our hotel comforter in the back of the guest' vehicle trunk and it appeared the guest were about to check out I immediately went over to talk to the guest The door was left wide open and it appeared they were done moving out I knocked and entered the room and immediately noticed food crumbs and muffins all over the carpet A phone was also taken apart and left on the carpet as well (when we later put the phone back together, it was still broken) As one can imagine, any manager would not be too pleased about this matter so far I asked the guest about the comforter, and did express my displeasure with our comforter in their vehicle and the condition of the room She said this is a hotel, and it's ok for them to leave a mess I understand mistakes can happen, but honestly any teenage or pre-teen boys would know what comforter belongs to them (ours have a distinct colored pattern), after staying for only night at the hotel There were also complaints from other guests' rooms (who were very alarmed) that they noticed this guest' teenage boys were peeking into their room and other random room windows throughout our hotel complex in the middle of the night My graveyard shift employee asked them to stop immediately or they would be asked to leave I mentioned this matter to this guest and she said she would address it with her boys As we were speaking, her year old ran out of the room and I helped assist to chase down her child that had wandered around the building Although she wasn't apologetic at all and was standoff-ish, at the end, I ended the conversation amicably After the guest left our property, our housekeeper told us that there was a missing grey blanket as well (different from the comforter) We therefore charged the guest $for the missing grey blanket (we also didn't charge the guest for the broken phone that was taken apart) The guest came back later and dropped off the grey blanket at the front desk As a result, we then processed the $refund back to her card yesterday The guest is welcome back to stay with us, as long as she is able to keep the room in a better kept condition with no damages and no missing items

As this guest was in the process of checking out and loading their SUV, the head housekeeper informed me that she noticed our hotel comforter in the back of the guest' vehicle trunk and it appeared the guest were about to check out.  I immediately went over to talk to the guest.  The door...

was left wide open and it appeared they were done moving out.  I knocked and entered the room and immediately noticed food crumbs and muffins all over the carpet.  A phone was also taken apart and left on the carpet as well (when we later put the phone back together, it was still broken).  As one can imagine, any manager would not be too pleased about this matter so far.  I asked the guest about the comforter, and did express my displeasure with our comforter in their vehicle and the condition of the room.  She said this is a hotel, and it's ok for them to leave a mess...  I understand mistakes can happen, but honestly any teenage or pre-teen boys would know what comforter belongs to them (ours have a distinct colored pattern), after staying for only 1 night at the hotel.  There were also complaints from other guests' rooms (who were very alarmed) that they noticed this guest' teenage boys were peeking into their room and other random room windows throughout our hotel complex in the middle of the night.  My graveyard shift employee asked them to stop immediately or they would be asked to leave.  I mentioned this matter to this guest and she said she would address it with her boys.  As we were speaking, her 2 year old ran out of the room and I helped assist to chase down her child that had wandered around the building.  Although she wasn't apologetic at all and was standoff-ish, at the end, I ended the conversation amicably.  After the guest left our property, our housekeeper told us that there was a missing grey blanket as well (different from the comforter).  We therefore charged the guest $45 for the missing grey blanket (we also didn't charge the guest for the broken phone that was taken apart).  The guest came back later and dropped off the grey blanket at the front desk.  As a result, we then processed the $45 refund back to her card yesterday.  The guest is welcome back to stay with us, as long as she is able to keep the room in a better kept condition with no damages and no missing items.

Review: On Monday the first of July I checked into the apple tree inn and rented a single non smoking room. I did not have a debit or credit card so I was told I had to put up a hundred dollar deposit that would be refunded and returned to me at check out after the room is inspected. I ended up staying two nights and checked out Wednesday the 3rd at 12:00pm. I sat in the office patiently waiting to get my hundred dollars back and was surprised to hear them tell me that the room showed evidence of smoking: The room was smokey, blankets and linen (including all the towels) smelled like smoke, even out in the hallway it smelled of smoke! I don't smoke cigarettes. there is no way this is possible and I believe they are wrong for not returning my deposit.Desired Settlement: I want my hundred dollars returned to me.

Business

Response:

[redacted] was a guest here at the Apple Tree Inn who checked in on 7/01/13 and checked out on 7/03/13 (2 nights in a non-smoking room, with another male friend/boyfriend?). She paid cash for the room, plus a required $100 cash deposit that would be refundable as long as the room was in good order at time of check out. When she checked out, our housekeeper said the room, linens, and comforter smelled of smoke. I therefore personally went to the room and was able to verify the smell. I also noticed the walls in the room had soda pop-like stains all over and food particles all over the floor* I called down to the front desk and told my assistant manager [redacted] to inform the guest that there would be no refund of her $100 (our smoking violation policy is $100)* When I walked back to the front desk, I saw [redacted] leaning over the counter and yelling profanity at [redacted], demanding her money back. Andy told me she felt physically threatened. I therefore reiterated again there would be no refund and that if she doesn't leave, I will have to call 911- The guest finally left the front desk, but while she was at the front desk, her male friend didn't deny smoking in the room and didn't say a word.

Review: We stayed at this inn for maybe 24 hours, we were charged an extra $100 for my brother's dog that came into the room for about 2 minutes. They say they have to shampoo the carpets because it's a strict no pets out smoking policy (even though the room smelt strongly of cigarette smoke)Desired Settlement: We would like a refund of the 100$ deposit

Business

Response:

[redacted] was a guest here at the Apple Tree Inn this past month, who had rented a non-smoking room for 1 night* A housekeeper noticed a dog in the room and informed the front desk staff, [redacted], one of the managers on duty, was able to visually confirm that there was a dog in the room. We have a strict “no pets allowed” policy for all, of our non-smoking rooms and the penalty is a $100 fee (we do allow dogs only in a smoking room for a $ 10 fee/night, but this was not the case). We have “no pets allowed” signs displayed visibly throughout our property (on the front and side entrance doors, building wall s, and on the key card slips which also warns of the $100 penal ty for any unauthorized pets). Whenever a pet is in a non-smoking room, we always conduct a total clean/change of the room, (all linens, pillows, blankets, comforters, towels, shower curtain, and a wet vacuum/shampoo of carpet)* We do this for the safety of all of our future guests that may potentially have allergen, asthma, and other health concerns. (Pets may also potentially carry fleas or pests as well). The guest also never informed the front desk at check-in of any pets.

In conclusion, the guest admits their dog was in the room, so regardless of how long the dog was supposedly in the room, there was a violation of our pet policy. Therefore, we must always side on the err of caution and conduct a total cleaning of the room. Unfortunately the $100 pet fee will not be refunded*

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