Calypso Quebec Motel

Review: We booked a night's stay through the online website for the motel! While arriving in the parking lot - it was completely empty and looked completely different from the pictures online! It looked like a place from a horror movie. There was not another car in the parking lot. I did not want my family to have to stay there for a vacation we looked forward too! I am very clean person and did not feel that it was a safe and clean environment! Through a few phone calls and being very upset after a 7 hour drive, I find numerous complaints/reviews of bed bugs from customers from the past. Seeing the condition of the motel and the reports, I did not want my baby staying there! We called from the parking lot and explained our situation and after a lot of scattering around th customer service said to call back tomorrow. They played games with me back and forth the next day and argued with me about the condition of the hotel versus what the website said it looked like! They laughed at me and even hung up on me! At that point we went on with our vacation. This room was booked for October 4, 2013. I asked if they would take the usual cancellation fee and refund us the rest! After a 7 hour drive with a baby, we spent the night in a car sleeping. It was awful.Desired Settlement: Considering circumstances, I expect a refund or I will be following up with Department of Health! I also would like a letter of apology from the staff who were very rude to me and not professional!

Business

Response:

I have reviewed the customers complaint regarding their request for a I found this complaint to be disturbing in more ways than one. The stay was booked online through [redacted].com. I have attached a copy of the resevation. This customer booked a one night non refundable room with us for the night of October 4, 2013.

First, I would like to state that we have a customer review rating of 7.3 on [redacted].com and 3.25 on trip adviser. While our facility maybe aged, it is by no means dirty. I have no idea what the customer considers to be numerous complaints of dirty or bed bugs. We have a. contract with Western Pest Control, we are also certified bed bug free through the Bed Bug Dog for 2013. As far as the pictures not being accurate, I beg to differ because those pictures were taken by a [redacted].com. employee in June of this year.

As for their not being other cars here, Well it is offseason and there was no event in town for that Friday so we may haVe not been busy, but neither was any of the other hotels on the island for that date Again, I cannot speak as to the customer‘s perception. I am a bit perplexed as to Why they would choose to sleep in their car without even coming into the facility? Or checking into one of the other places here on the island. '

I apologize if there was any issue with our staff. However, the notes on the cancellation state that the customer called saying that they had medical emergency in their family that was keeping them at home for the night The night clerk did ask them to call and speak to the reservation manager the next day. The day shift desk manager also left a note saying that the customer was making accusations about false advertisement, demanding a refund. The policy on [redacted].com clearly States that within 10 days of scheduled date there are no refunds.

With all of that being said, if they really did have a medical emergency then most likely we would have refunded them, but considering the circumstances and the accusations made not only the following day (October 5, 2013) and again in this letter, at this time I am declining the request for refund'. I would like to invite a member of your organization to come and visit our property so that you can see for yourself that we do not have an unsafe, diny or bug ridden enviromnent.

If you have any further questions or if I can assist in any way please feel free to contact me at [redacted] or by email at [redacted]

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Thank you,