Best Western Plus Gateway Inn & Suites

Hello [redacted] ,I am writing in response of the complaint letter we received today.There still seems to be a little confusion about why this guest was "refused" a first floor room when our elevator was temporarily out of serviceI will try to clarify that now.When the guest ( [redacted] ***, not [redacted] ) was informed that the elevator was out of service, but technicians were working on the issue, she had requested a first floor roomOur [redacted] , informed her that the only rooms that were not occupied on the first floor were ADA accessible rooms, and those were already reserved for other guests with special needsWe were not able to move those folks as they had reserved ADA accessible rooms and so we could not move them to another room styleShortly there after (within about minutes) the elevator was working properly and Mrand Mr.s [redacted] were able to get to their room on the second floor.They have claimed that there were issues with the TV, Wi-Fi, curtains etcand after inspecting the room we did not find any problems, at allWe have been successfully renting that guest room to several other guests since the ***'s departed without incident.Furthermore, they have stated that we have been "rude"and I cannot recall ANY instance where that was the caseMrs [redacted] did hang up on me, when I refused to give her a refundI would consider that rude, I also noticed that they are now claiming that the Revdex.com has been "rude" in how this has been handledFurthermore, they have posted or filed complaints with Best Western Hotels, [redacted] to try and tarnish our reputationin the hopes that they would receive a refund.The fact is, that they stayed the entire time and only complained after they had departedThey used our goods and services, and that is why we will not issue any kind of a refund.In Hospitality, [redacted] *** * [redacted]

Hello ***, I was contacted by Best Western Hotels regarding your recent stay at our hotelI have read the file and was disappointed to learn that your stay was not a pleasant oneI have discussed this with *** (*** *** ***) and learned that the main issue was the elevator being out
of serviceUnfortunately, sometimes things do break down, even though we have regular monthly maintenance performed on our elevatorI can certainly understand how frustrating this must have been for you, especially after having knee surgeryIt's unfortunate that this happened, but I believe that it was not necessarily something we could have prevented or controlledI was also informed that the elevator issue was resolved rather quickly and you were able to use itAs far as the other issues you had mentionedwe have checked the guest room and the TV is working perfectly, as well as the Wi-FiSo I am not sure what the issue was that you encountered? I do sincerely apologize for the inconvenience you encountered while staying at our hotelWe strive very hard to ensure every guest has a stellar experience and yours clearly was notIf I can be of any further assistance, please do not hesitate to contact me directly In Hospitality, *** ***, *** ***

See attached response

Complaint: ***
I am rejecting this response because: *** is lying once againI have not stated at all the Revdex.com was being rude anywhere in any letterSecondly, the information *** is providing to the Revdex.com is complete lies as wellI will explain againWhen we arrived both myself (*** ***), my wife (*** ***), and my daughter (*** ***) at the hotel we were advised the elevator was brokenWe requested a first floor room and were advised by the night manager that the only first floor rooms they had were for handicap peopleWe advised him that my wife just had knee surgery and were told you got lucky with the last room on the second floorWe were NEVER advised these rooms were fullOnce we talked with *** he changed the story to the fact they were already taken and now is stating they were were bookedWe checked in around at night so what is it *** booked or takenAlso, you still have not addressed the fact of the curtains did not close all the wayThe room smelling like crapThe wifi not workingThe tv not working properlyWe tried to explain to you the fact of why would we talk with your night manager after he told us we were lucky to get a second floor and not offer any assistance with anything at allYou sir are complete and horrible *** *** and you do not tell the truth to the Revdex.comIf I do not receive a refund for the stay I will dispute the chargeAlso, as I requested before I would like your managers name and number to contact them
Sincerely,
*** ***

Hello [redacted],I am writing in response of the complaint letter we received today.There still seems to be a little confusion about why this guest was "refused" a first floor room when our elevator was temporarily out of service. I will try to clarify that now.When the guest ([redacted], not [redacted]) was informed that the elevator was out of service, but technicians were working on the issue, she had requested a first floor room. Our [redacted], informed her that the only rooms that were not occupied on the first floor were ADA accessible rooms, and those were already reserved for other guests with special needs. We were not able to move those folks as they had reserved ADA accessible rooms and so we could not move them to another room style. Shortly there after (within about 10 minutes) the elevator was working properly and Mr. and Mr.s [redacted] were able to get to their room on the second floor.They have claimed that there were issues with the TV, Wi-Fi, curtains etc... and  after inspecting the room we did not find any problems, at all. We have been successfully renting that guest room to several other guests since the [redacted]'s departed without incident.Furthermore, they have stated that we have been "rude"... and I cannot recall ANY instance where that was the case. Mrs. [redacted] did hang up on me, when I refused to give her a refund... I would consider that rude, I also noticed that they are now claiming that the Revdex.com has been "rude" in how this has been handled. Furthermore, they have posted or filed complaints with Best Western Hotels, [redacted] to try and tarnish our reputation.... in the hopes that they would receive a refund.The fact is, that they stayed the entire time and only complained after they had departed. They used our goods and services, and that is why we will not issue any kind of a refund.In Hospitality,[redacted] * [redacted]