Dear Conciliation & Engagement Specialist, Thank you for the opportunity to respond to case #[redacted]. As our guest has stated in their letter to you, they checked into our non-smoking hotel on July 19, 2016. When they arrived at their room they immediately came to the front desk to ask for...
a new room, claiming their room that that they were assigned smelled of smoke. Our front desk agent gladly gave the guest a new room. When the guests came back to front desk to return the keys form the first room, I was there and asked the guest if their new room was acceptable, guest replied that is was great! As soon as guest was moved to new room, I went to check out the room that they had just left to see what we needed to do to have the room cleaned again and the smoke smell removed. As I opened door, there was no smoke smell to be had and the room was clean, as the guest left without touching anything to be moved to a new room. That night we resold the clean room, with no other issues for said room. We did not hear any other complaint from the guest while at our hotel, in the morning when the guest came to check out, again no other complaint was given. That afternoon guest called to speak to General Manager, which Sheryl O[redacted] was not in, so I spoke to guest. Guest told me again about checking in and coming right back to the front desk to get a new room, I reminded the guest that I was there when this all happened and as she returned to give the old keys back, I asked her if her new room was acceptable and she said yes, it was great! At the time of our conversation on the phone she just said she wanted me to be aware of their situation. I said I was glad she called and talked with me about her stay and that I felt that we did all that we could from a hotel point of view, she came to us with an issue and we resolved it by moving her family to an acceptable room for their stay. We hung up. Then I received emails from guest wanting a full refund. I answered those with the same answer every time: As a guest she brought to our attention an issue, we gladly resolved the issue right away, they stayed the night with us in an acceptable room, therefore we are due a nights stay, there would be NO refund. Our hotel policy is to make it right, and I feel that we made it right on the night our guest stayed with us, we listened to guest and responded quickly and accordingly. I am sorry that the guest felt bad during their stay with us, just don't feel it was due to anything we have done or not done. Sincerely,Jennifer M[redacted]Administrative Assistant to General Manager
This is false. When I spoke with the manager, she admitted the room had smelled like smoke and apologized for that as the entire building was to be smoke free. The smell was so bad that both my daughter and I got ill from it. The request for a full refund stands.
Dear Conciliation & Engagement Specialist, Thank you for the opportunity to respond to case #[redacted]. As our guest has stated in their letter to you, they checked into our non-smoking hotel on July 19, 2016. When they arrived at their room they immediately came to the front desk to ask for...
a new room, claiming their room that that they were assigned smelled of smoke. Our front desk agent gladly gave the guest a new room. When the guests came back to front desk to return the keys form the first room, I was there and asked the guest if their new room was acceptable, guest replied that is was great! As soon as guest was moved to new room, I went to check out the room that they had just left to see what we needed to do to have the room cleaned again and the smoke smell removed. As I opened door, there was no smoke smell to be had and the room was clean, as the guest left without touching anything to be moved to a new room. That night we resold the clean room, with no other issues for said room. We did not hear any other complaint from the guest while at our hotel, in the morning when the guest came to check out, again no other complaint was given. That afternoon guest called to speak to General Manager, which Sheryl O[redacted] was not in, so I spoke to guest. Guest told me again about checking in and coming right back to the front desk to get a new room, I reminded the guest that I was there when this all happened and as she returned to give the old keys back, I asked her if her new room was acceptable and she said yes, it was great! At the time of our conversation on the phone she just said she wanted me to be aware of their situation. I said I was glad she called and talked with me about her stay and that I felt that we did all that we could from a hotel point of view, she came to us with an issue and we resolved it by moving her family to an acceptable room for their stay. We hung up. Then I received emails from guest wanting a full refund. I answered those with the same answer every time: As a guest she brought to our attention an issue, we gladly resolved the issue right away, they stayed the night with us in an acceptable room, therefore we are due a nights stay, there would be NO refund. Our hotel policy is to make it right, and I feel that we made it right on the night our guest stayed with us, we listened to guest and responded quickly and accordingly. I am sorry that the guest felt bad during their stay with us, just don't feel it was due to anything we have done or not done. Sincerely,Jennifer M[redacted]Administrative Assistant to General Manager
This is false. When I spoke with the manager, she admitted the room had smelled like smoke and apologized for that as the entire building was to be smoke free. The smell was so bad that both my daughter and I got ill from it. The request for a full refund stands.