Cambria Suites

The guest did make a reservation for nights at the rate stipulatedThis was for a Green Bay Packer Home gameOur hotel is block from Lambeau Field and have had a night minimum restriction for all home Packer games for seasonsThe guest was not aware of this due to his making a night reservation to begin withWe also inform every guest of the restrictions and policies at the time the reservation is made, which includes charging the card at the time the reservation was made Later the same day, the guest called a reservation system ( not the hotel ) to cancel nightThe reservation system should have informed him at that time that it was a night requirement and they can’t credit his card backBy the time it got to me, all sorts of people were involved My stance was, we have a night minimum for all home games and that was our policyI called the guest myself and talked to him on the phone about the reservation and the issues at handDue to a misunderstanding on both sides, I decided to credit his night’s room and tax back to him and also give him Marriott rewards point for the inconvenienceHe was very pleased with the outcome of the matter Guest satisfaction is the bottom line in our businessHis intentions were good and a simple misunderstanding was straightened out by a phone callAll parties are happy! Thank you, [redacted] , CHA General Manager SpringHill Suites by Marriott Tony Canadeo Run Green Bay, WI P###-###-#### F#-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] When I called to complain about the cold shower, the receptionist advised that I was the second person to complain She said that the night before, the person below my room complained as well The following night, I called the front desk again to complain about the Internet Further, I only said that I thought the people at Cambria were nice; I never said "I enjoyed my stay." Lastly, I already offered an explanation for the butts in the trash canas they are technically trash When we spoke on the phone you said the maid stated there was "evidence of smoking" (e.gcigarettes in the trash can) with no mention of an odor that required two days to clean Further, if my personal credit card was charged, why was there any need to contact Fairway? This is a ridiculous charge and as I wasn't smoking in the room, I can only assume that Cambria is hurting for money

[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]

In response to complaint ID # ***....As you are aware in the state of Wisconsin and the city of Madison, there is a no smoking policy in public buildingsWe at the Cambria Suites enforce the non-smoking policy throughout the hotel.
Our guests are made aware of this at check in when they sign their registration card, it clearly states on the registration card that we are a non-smoking facility. There was evidence of smoking in her guest room(Cigarette Butts and strong smell) that was noted in the email my Executive Housekeeper sent me (both our Executive Housekeeper and Chief Engineer were a witness to strong cigarette smell)We did let Ms*** know of both the smell in the room and cigarette butts when she calledThe Management team didn't hear any complaints from Ms. *** or any other guests informing us of any issues with the guest room showers or internet problems.
Fairway Mortgage was contacted because they needed to be aware of Ms***'s charges since they were the responsible party for payment on the roomSince the room was out of order for two days after Ms*** check out, who was representing Fairway Mortgage, they needed to know that the hotel lost room revenue after Ms***'s actions
We are not refunding the $because we had to put the room out of order, deep clean it, and the hotel lost revenue for two days because we could not rent it to another guest.
Thank you ?

text-transform: none; white-space: normal; widows: 1; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);">The guest did make a reservation for 2 nights at the rate stipulated. This was for a Green Bay Packer Home game. Our hotel is 2 block from Lambeau Field and have had a 2 night minimum restriction for all home Packer games for 8 seasons. The guest was not aware of this due to his making a 2 night reservation to begin with. We also inform every guest of the restrictions and policies at the time the reservation is made, which includes charging the card at the time the reservation was made.
 
Later the same day, the guest called a reservation system ( not the hotel ) to cancel 1 night. The reservation system should have informed him at that time that it was a 2 night requirement and they can’t credit his card back. By the time it got to me, all sorts of people were involved.
 
My stance was, we have a 2 night minimum for all home games and that was our policy. I called the guest myself and talked to him on the phone about the reservation and the issues at hand. Due to a misunderstanding on both sides, I decided to credit his 1 night’s room and tax back to him and also give him Marriott rewards point for the inconvenience. He was very pleased with the outcome of the matter.
 
Guest satisfaction is the bottom line in our business. His intentions were good and a simple misunderstanding was straightened out by a phone call. All parties are happy!
 
Thank you,
 
[redacted], CHA
General Manager
SpringHill Suites by Marriott
1011 Tony Canadeo Run
Green Bay, WI 54304
P. ###-###-####
F. ###-###-####

In response to complaint ID # [redacted]... As you are aware in the state of Wisconsin and the city of Madison, there is a no smoking policy in public buildings. We at the Cambria...

Suites enforce the non-smoking policy throughout the hotel.  When Ms. [redacted] checked in she signed a registration card giving us permission to charge up to $250 if she smoked in the room. When she checked out, my Executive Housekeeper found cigarette butts in the room, our Chief Engineer was also a witness to the strong smell of smoke in the room. We had to put the room out of order and deep clean it for a couple days to remove the smell before we could rent again to another guest. This incurred the hotel lost revenue for those two days. We charged Ms. [redacted] $200.00, when she called to ask about the smoking charge she stated that she had enjoyed her stay, and never mentioned a cold shower or internet issues. We also never received any complaints from other guests about these issues. We did contact Fairway Mortgage the company that was paying for her stay to make them aware of the smoking charge.  
We have attached all documents backing up what we talked about above. 
 
Thank you

[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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
When I called to complain about the cold shower, the receptionist advised that I was the second person to complain.  She said that the night before, the person below my room complained as well.  The following night, I called the front desk again to complain about the Internet.  Further, I only said that I thought the people at Cambria were nice; I never said "I enjoyed my stay."  Lastly, I already offered an explanation for the butts in the trash can... as they are technically trash.  When we spoke on the phone you said the maid stated there was "evidence of smoking" (e.g. cigarettes in the trash can) with no mention of an odor that required two days to clean.  Further, if my personal credit card was charged, why was there any need to contact Fairway?
This is a ridiculous charge and as I wasn't smoking in the room, I can only assume that Cambria is hurting for money.