Best Western Plus Skagit Valley Inn

Complaint: ***
I am rejecting this response because:
It is absolutely ridiculous to expect that I would "get a doctor's note clearing me off having cuts or open wounds" The blood is clearly dried on as documented in the photograph They had an opportunity to inspect the sheets and see the blood was dried on, and they are attempting to save face for whatever housekeeper or launderer is not doing their job Regardless of what process they *apparently* have in place, they did not follow them I visually inspected thoroughly my legs as did my partner in the room and we made sure we had no cuts or wounds on us (or we probably wouldn't have bothered complaining to the front desk, now would we?) I have filed additional complaints with the Skagit Valley health department and Skagit Valley transient housing, left negative yelp reviews, and I will not consider this matter closed until I am refunded in full I was offered a full refund at the time I checked out, and the only reason I did not receive one is because I booked through Expedia, which apparently is a longer process to refund The hotel manager did not follow up and call me, I left two messages neither of which were relayed, and I only found out that they were refusing the refund they already agreed to for their nasty blood stained sheets after calling back and talking to the day manager three days later who once again didn't have the common business courtesy to reach out to me about the fact that she changed her mind once she had managed to hustle me out of the hotel with a promise of a refund.I do not consider this closed until I'm refunded in full.
Sincerely,
*** ***

Revdex.com NorthwestComplaint #[redacted]To whom it may concern,This is in regards to Mr. [redacted]’s complaint after his stay on Tuesday, April 11, 2017 at our hotel in Mount Vernon, WA. I had already responded to this complaint by letter dated April 26. I notice now that I failed to enclose the...

complaint number.  As a result, my response might not have been linked to this complaint and was lost.When Mr. [redacted] came to check out with the front desk on Wednesday morning, he informed me, that he and his partner noticed blood on the sheets and on other items in the bed. He said they did not notice it the night before, when they checked in, because they were so tired, that they went straight to bed. He claimed they noticed it the next morning, before checking out. I apologized and let him know I would contact the head housekeeper and we would look into what may have happened. If we made a mistake, we would most certainly give him a refund. Nicole, the head housekeeper on duty, Ashlee, the housekeeper who cleaned the room and myself went to the room to investigate. We were joined by another housekeeper, Amanda. Blood was found on the sheets at the very bottom of the bed and on a couple of the pillowcases. There are four pillows in each bed. We all agreed that the blood was freshly dried, that the spots were recent. They had a light red tinge, unlike old dried blood, which is dark brown in appearance. These spots did not look as if they had been subjected to washing. According to our records was Suite 133 last occupied the night of March 7th. It was obvious to us, that the blood on those sheets was not a month old, that this bed had not been made with soiled sheets. Amanda took pictures with her phone as a photographic record of our findings. Please find them here attached.We maintain very high standards at our hotel, especially in cleanliness. Our business depends on it. Our laundry room spot treats each visibly blood stained item before washing in our commercial washing machines. After drying, each sheet is checked and hand folded. If a sheet cannot be cleaned, we put it aside for additional spot treatment. Only clean sheets are released back to housekeeping. Housekeepers making the beds check each item as well. Though an oversight is always a possibility, it is extremely unlikely, that a housekeeper making a bed would miss stains on multiple items, like pillows and sheets in the same bed. These stains were impossible to overlook and our housekeepers take pride in their work.Our investigation established, that we were not responsible for the soiled sheets and pillowcases, with highest certainty. Though Mr. [redacted] claimed he and his companion did not cause the blood stains, he did not provide any evidence to that effect, like a doctor’s note, completely clearing both guests of any cuts or open wounds. Obviously, we are unable to honor claims for full refund after guests having used all of our services, unless there is clear evidence of fault on our side. It would render our business non-viable. Customer satisfaction is critical for our business. Barring unusual circumstances, we address guest complaints immediately and usually settle them in a fashion giving the benefit of doubt to our guests. We could not do so in good faith in this particular incident. We informed Mr. [redacted] of the outcome of our investigation. We regret to have to deny his claim for a full refund once again. It is our hope we were able to establish the lack of merit of this complaint. If you have further questions, please do not hesitate to contact us. Yours sincerely,Barbara G[redacted]Front DeskEnc.  Images of stains on bedding in Suite 133 on April 11, 2017

We have been waiting for some information in an email, however seeing as it has not arrived then our written response shall be made without it.In regards to the event that took place on October 1st with the [redacted] we have heard the complaint and would like to provide further...

information on this matter.The [redacted] event had been on our books since late 2015/early 2016. In Early June, our new sales executive, Amanda N[redacted], joined our team and began handling our events.From this point onward the Amanda was informed of events on the books and began negotiating new events and new events and legacy contracts. In the time nearing August our ongoing contract for the [redacted]'s House Church was being renewed and renegotiated for the upcoming year, and as we were in the middle of negotiating this contract we booked a third event going through the same weekend as the Universal light and life event. These two events were coordinated so that there would be no overlap in the rooms being used for either event.It was during this time that [redacted]'s house had requested a new room for their ongoing bookings, to where they were to be using the Cascade Ballroom for their Weekly Sunday events. This Room change went into effect in September 18th to the present. in preparation for this change of rooms all future events were contacted to see if either rooms could be changed or if an agreement could be met to mitigate the scheduling conflict. [redacted] was then contacted with this updated information and an offer to assist in moving their products and have the room vacated for Sunday and in exchange for their cooperation on such short notice a discount was offered. This exchange took place over email and phone calls in the weeks leading up to the event. However after an email received on September 16th wherein we were told [redacted] would "get back to us" we received no further updates on their cooperation and our calls were not returned until the day before their event, except on a matter of event set-up.On the dates before and during the event an altercation with our sales executive took place in which she and Mrs. [redacted] came to a disagreement where she refused to cooperate with the change in venue and refusing the aid of staff to assist in moving their items, going so far as to threaten some staff members offering assistance.As the instigator of the situation was one of our staff she was promptly reprimanded by the owner of the facility and the Assistant manager was sent in to offer apologies, mediate and reign in the situation until a compromise was reached.Since the [redacted]'s were not ably to comply with the requests made we did not provide the discounts offered however we do once again apologize for the actions of our employee and note that as of the writing of this note that she is no longer employed by our facility.We thank you for your patience in this manner, and present this as our response to this complaint. If there is further response required we can be reached on Monday through Friday, 9am to 5pmThank you.-- Best Western Plus Skagit Valley InnConvention Center[redacted] tel [redacted] fax