Baymont Inn & Suites - Jacksonville

Room was disgusting, both of the ones they gave us, and refused to compensate for the worst hotel experience ever.We stayed at the Baymont Inn due to last minute travel with our first grandchild's birth. We got the room through[redacted]. The room upon arrival was disgusting and smelled of animal waste and wet dog (room [redacted]). We were then moved to another room ([redacted]) and it was stained up and dirty without the smell. When we tried to speak to management, they refused to help because we paid through[redacted]. When we contacted[redacted], they contacted the hotel and the hotel refused any kind of refund at all due the the unsanitary condidtions. Stained carpets, dirt and dust in air.exhaust vents, and mold under the shower mat. Desired SettlementPartial if not full refund.Business Response Good afternoon. I apologize for the delay in getting a response sent out for this case; however, I have been in and out of the hotel for the last two weeks.I received the initial complaint on 09/06/2016 and immediately began an investigation into the matter. I have interviewed the desk clerks, maintenance staff, as well as the Executive Housekeeper in regards to the guest's complaints. I was at the hotel and available the entire time the guests were checked into my hotel. Unfortunately, I did not get the opportunity to correct any of the issues that were mentioned as they never contacted me directly. Room [redacted], the original room that the guest was checked into, is a pet-friendly room. During the inspection of that room, I did not notice a smell of animal waste and wet dog. However, my inspection was several days after the guest checked out... I cannot provide a true accurate description of what the guests encountered as it was not brought to my attention until several days later. The guests were then moved to Room [redacted]. From the statements that were made by the involved associates, the only issue was that the guest stated her television was "too dark" and she expected compensation for her troubles. The compensation comment was brought up by several people including one of the customer agents from[redacted] as well as[redacted] Customer Care. Again, I never heard these comments directly as the guests never spoke to me. Maintenance actually switched out the television sets, and the guests stated that everything else was fine.The guest stated that management refused to help in their complain...I would have been more than happy to assist had I known. They did not speak with me the entire length of their stay. I would have been persistent to speak with the General Manager if I had a problem. I DEFINITELY WOULD NOT HAVE STAYED 6 NIGHTS!!!!The guests reached out to[redacted] Customer Care and stated a variety of different other complaints that the ones listed...."oil on carpet and "skin on the telephone".[redacted] the alternate contact, asked for compensation from them as well. The comments and complaints were investigated, again several days after the guests checked out, and nothing was found. [redacted] Customer Care reimbursed the guests 18,000[redacted] Rewards points because they stated no one from the hotel had contacted them or tried to correct the situation.I reached out to[redacted] in regards to the guests statement that they reached out to the hotel and the hotel refused any kind of refund at all. I spoke with [redacted], a Customer Service Manager, who stated that she did see notes on where the guests called and made some complaints about their stay. She too noted the "compensation request". I authorized 2 nights to be refunded from[redacted] to the guests as they already were awarded the 18,000[redacted] Rewards Points.With out making a judgment call, I would like to think that these guests are happy as they were well compensated - something that were searching for in the beginning...I am sorry that I did not get a chance to speak to the guests directly when they were guests of my hotel as I would have made sure that they were 100% satisfied prior to them checking out...I am also sad to state that the guests had made numerous claims on social media again with varying accounts of the situation. These are being documented, flagged, and investigated for validity from the administrators of said social media...Consumer Response First of all there was no attempt to contact us while we were there we went into the office several times to file the complaint. Secondly we have photos verifying the issues with the room. And thirdly the dispute on social media again I can prove it and if they read all the comments there are several other people to state the same thing. And as far as the smell in the room they must be nose blind to it because the smell was there. And the refund was only authorized after we had complained on social media and had filed the complaint with the Revdex.com[redacted] had contacted them directly initially and they refused a refund of any kind. Final Business Response Good afternoon.It is obvious that the guest mistook my reply as a personal attack...which it definitely was NOT. I answered the questions / comments to the best of my ability. As I reread my response, there was not anywhere in it that I stated I contacted the guests while they were at the hotel. In fact, I stated several times that I was sorry I was UNABLE to speak to them while they were still at the hotel. The guests stated that they came to the office several times to file the complaint. Well, I have to disagree and I would be more than happy to provide the footage from our video surveillance system that would prove that. The second statement from the guest was that she had photos......Again, the guest is taking something very personal as my exact statement in the original reply..."I cannot provide a true accurate description of what the guests encountered as it was not brought to my attention until several days later". Also, it was very clear - "I did not notice a smell of animal waste or wet dog". There was no negative implication to the guest or about the guest... It simply said that I did not notice it...but the guest is quick to say that we are "nose blind".Lastly, in regards to the compensation. The[redacted] Rewards points issued by[redacted] Customer Care were provided by them not the hotel. I only authorized the partial refund with[redacted]. This was done after Ms. [redacted], a Customer Service Manager, called me back from my initial contact - which was clearly stated in my original response.Again, I am very sorry that the guest did not have a pleasant stay.