Brookfield Suites Hotel & Convention Center

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

I have followed up with the guest and they have received their gift certificate.I apologize for the inconvenience that this may have caused you and your staff.A** A [redacted] Grunwald | General Manager1200 South Moorland Road | Brookfield, WI 53005Direct 262.796.9100 | Fax... 262.290.4840 |[email protected]

I received the complaint noted above and spoke with the Customer on 1/7/2015.Reason for not providing a full refund…Complaint occurred between 10:30-11pm that evening….the $was inclusive of Breakfast, Dinner, Drinks, Band and ChampagneAt the time of the complaint we didn’t have
available rooms to move him too…however they had already enjoyed a lot of the amenities that we provided in the rate.In speaking with Housekeeping the only room that we did have a complaint of the smell the next day was the room that they were in.We came to a resolution of a $Refund to their credit card and a gift certificate for a night stayValid for the next year at any of our Management Company properties.This was agreed upon by Dan and a confirmation email was sent to him as well noting the refund.He then too apologized to me for getting so upset and didn’t mean to be disrespectful to us…All was well at the end of the conversation and he thanked me for getting back to him with the resolution. Please feel free to contact me directly with any further clarification.Thank you*** *** *** * *** *** *** *** *** * *** ** ***
*** *** * *** *** ***

I have followed up with the guest and they have received their gift certificate.I apologize for the inconvenience that this may have caused you and your staff.A** A** Grunwald | General Manager1200 South Moorland Road | Brookfield, WI 53005Direct 262.796.9100 | Fax...

262.290.4840 |[email protected]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Review: I stayed at this hotel July 25 and 26, 2014. Description of the hotel room said it was handicapped accessible. It was NOT accessible when all it has in the bathroom are 2 bars but the toilet was very low to the floor. The toilet must be higher for it to be considered accessible according to the Americans with Disabilities Act. I had an extremely difficult time using the bathroom in this hotel and when I inquired about the toilet the woman at the front desk told me they do not have any accessible rooms with higher toilets and that I should have brought my own higher toilet seat. How am I supposed to know that? As a disabled person I should not have to bring my own accessible items when the room is advertised as accessible. Also when I called room service they told me the restaurant was closed for a wedding. I asked them what was I supposed to do for lunch then? I am disabled. They did make an exception for me. I had issues with the pay for view movies also. They did not work properly.Also, the woman I spoke with was very abrupt with her tone with me and other guests. I emailed the hotel management about this three times and left two voicemails and have yet to hear back. I will not be returning to this hotel. I would like some type of compensation for the anxiety I was caused by the lack of concern for not providing me a totally accessible bathroom and for the hotel manager totally ignoring my emails and voicemails.Desired Settlement: It does not have to be a total refund but I would like something back as I explained in my complaint above.

Consumer

Response:

Have you heard from the company? Yes No = NO I HAVE NOT HEARD

Are you satisfied with the company's efforts to resolve this matter? Yes No= I AM NOT SATISFIED -

If not, please explain. CAN YOU FOLLOW-UP WITH THEM LIKE CALLING THE HOTEL MANAGER? THIS IS UNACCEPTABLE THAT SHE IS IGNORING YOU JUST LIKE SHE IGNORED ME.

I WANT SOME TYPE OF COMPENSATION FOR THE ANXIETY THEY HAVE CAUSED ME.

Review: On the night of 12/31/2014, we purchased a New Years Eve package from the Brookfield Suites for $275. During our stay the people immediately adjacent to our room were smoking marajuana, completely saturating our room with the smell. We placed a call to the front desk, which resulted in a worker coming to spray Febreze in our room. The smell persisted, however, we made no further complaint as we imagined, given the initial result and that the hotel was at capacity nothing further would be done. We called again new years day morning to formally complain and voice our disappointment. This call was not handled, further phone calls were placed, one on particular on 01/01/2015 which resulted in a credit of $30. The general managers information was requested and received, which an initial conversation took place on 01/02/2015. This conversation resulted in a statement that she (the GM) would "investigate the issue". A second conversation occurred on 01/06/2015 with the General Manager. We requested a full refund of our stay, this was met with refusal and an offer of $50 and a gift card for an unknown amount. This issue was poorly handled from the start, ruined our stay at the mentioned hotel and we would not stay there again due to this fact.Desired Settlement: We desire a full refund of the amount we paid for the New Year's Eve package we purchased that evening. We do not wish to settle for gift cards or comped rooms.

Business

Response:

I received the complaint noted above and spoke with the Customer on 1/7/2015.Reason for not providing a full refund…Complaint occurred between 10:30-11pm that evening….the $275 was inclusive of Breakfast, Dinner, Drinks, Band and ChampagneAt the time of the complaint we didn’t have available rooms to move him too…however they had already enjoyed a lot of the amenities that we provided in the rate.In speaking with Housekeeping the only room that we did have a complaint of the smell the next day was the room that they were in.We came to a resolution of a $100 Refund to their credit card and a gift certificate for a 1 night stayValid for the next year at any of our Management Company properties.This was agreed upon by Dan and a confirmation email was sent to him as well noting the refund.He then too apologized to me for getting so upset and didn’t mean to be disrespectful to us…All was well at the end of the conversation and he thanked me for getting back to him with the resolution. Please feel free to contact me directly with any further clarification.Thank you[redacted]

Review: On 4/24/2015-4/25/2015, my wife and I were celebrating our wedding anniversary at this business. We had a room on the second floor and in the room there was a problem with the heat not working properly and we mention it to the front desk and they said that they would change our room. After packing up everything we had, we found out that the room was on the fifth floor which was not what we expected because my wife is afraid of height, but since we had packed up everything and the room that we were in had the heating issues, we tried it since the front desk said they did not have any other rooms except on the fifth floor. Upon checking out, the front desk clerk asked us how was your stay and we explain to her about our problem and she said that she was sorry to hear it and asked if they give us a FREE night stay , would that help make things better since we go to this business every year for this event. We reply yes, and she went to check with the Day Manager (C[redacted]) and returned and said it was ok and that they would mail us out a coupon in the mail. A week and a half went by and nothing came in the mail, so I called and talked to the Day Manager (c[redacted]) and he said he did not see anything in the record about our situation, but that he would see to us getting the coupon mailed to us. Well after about another week and a half, I called and talked to C[redacted] again, and again he said that he would make sure that the coupon would get mail out to us. As of this day 5/19/2015, there has not been a coupon received by us from this businessDesired Settlement: That this business honor what they tell their customer about the Free night stay.

Business

Response:

I have followed up with the guest and they have received their gift certificate.I apologize for the inconvenience that this may have caused you and your staff.A** A** Grunwald | General Manager1200 South Moorland Road | Brookfield, WI 53005Direct 262.796.9100 | Fax 262.290.4840 |[email protected]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: This was the WORST experience I have ever had at any hotel and I travel a LOT! So, we booked a suite for 4 nights. Our first night we arrived, we arrived around 10:30pm. Nice lobby, nice entrance, nice front desk person who checked us in. When we walk into the room, it literally felt like a sauna. HOT! Ok, so the room had been empty for a while and the ac had been turned off. No problem or so I thought. Turned the ac on and tucked the kids into bed and off to sleep. Woke up 2 hours later drenched in sweat. My 1.5 year old son was crying because he was also drenched in sweat. Look at the thermostat, and it was 86 degrees in the room!!! SOO HOT!! So then I went and turned the AC all the way down to 50 and fan on high hoping it would kick in. We opened the window as it was cooler outside but the window only opened about 5 inches so we didn't get any relief from that.

Nope. My wife and I woke up again and again covered in sweat. Around 5am I rolled over and called the front desk and told them we had a horrible night and the heat in the room was incredible. She said she would send over a maintenance worker to check on our system.

My family and I got dressed and went to breakfast. When we got back, I checked in at the front desk and asked them what they did to fix the ac. Carol at the front desk who apparently is the highest person I could talk to said the maintenance worker checked the system and found the AC was inoperable and that they would get it working later in the day. Ok, I am a reasonable person. As long as it gets fixed, I'm ok with it. She mentioned that if I wanted to cancel the remainder of my reservation she would cancel it and give us a refund for the remaining nights. I told her we would be gone for the day but when we got back later that night I hoped it would be fixed and working.

We return that night again around 10:30pm to yet again a sauna in the room. The thermostat was set to 70 but the room was still 85 degrees!! There was a letter on the table from Carla. It read that they were unable to fix the AC issues and that they left 4 bottles of water in the fridge for my inconvenience. Really? That was it!? We could not spend another night like the first so I went to the front desk to either remedy the situation or to cancel the remainder of my reservation and go to another hotel.

At the front desk, the night manager was there who was aware of my room situation and gave me two options. Leave and find another hotel or she would give me another room that she could guarantee would be cooler. I had a hard time understanding what she meant by guaranteeing me it would be colder after they explained that the ac system in the entire hotel that cooled the rooms was down. I asked her to cancel my reservation and give me my money back for the remaining nights. She tells me she can cancel my reservation but she cannot refund me any money since it was a pre-paid reservation!! I couldn't believe it. Then a maintenance manager named [redacted] who was extremely rude and had an attitude like how dare I complain about something said I could either take the room that they were going to give me or they would call the cops and have me escorted out. I began recording the conversation on my cell phone when it appeared they were trying to blame me and bully me into taking the room or they would kick me out of the hotel. My 3 kids and my wife were back in the sauna of a room so I couldn't allow them to kick me out of the hotel. Once I told [redacted] the conversation was being recorded he immediately changed his tone and began telling me to calm down like I was the one in the wrong.

Anyways, after this whole ordeal, I wanted to see how much cooler this other room was. I was walked up to the 5th floor and shown a room that was cooler ONLY because the window opened up the entire way. [redacted], who walked me up to the room, told me he would even "THROW IN" a couple of box fans for us. So, for the next three nights, thats how we slept. Box fan in the window, and box fan in the living room for my kids, oh and 4 bottles of water comp'd by the hotel.

They refused to discount, refund, cancel, cool, fix or do ANYTHING for my family and I. Oh and the AC was NEVER fixed on Monday. It never worked our entire stay. STAY AWAY, BEWARE! THIS HOTEL IS THE WORST I HAVE EVER DEALT WITH IN MY LIFE. Horrid customer service. I will be reviewing this hotel on all review sites, including Trip Advisor, Google, Revdex.com and make sure everyone knows what a horrible stay this was for my family and I.Desired Settlement: I think forcing someone to stay in a hotel because you would not refund the money paid and not allowing me to cancel on my second night is incredible. I also think the first night, which was miserable and unbearable, should be refunded as well as at least half of the next three nights. To make someone sleep with the window open with a box fan is not my idea of a nice hotel stay.