Candlewood Suites

Our hotel room was not cleaned properly and was not starelized. After driving for 13 hours on 11/20/14,we stopped at this hotel and got a room. after unloading all of our luggage including luggage for our baby we discovered that the room smelled of smoke, the pillow had makeup stains on it and sheets were dirty we also discovered a lot of pubic hairs in the bathtub. My wife called the front desk and they offered to move us to another room. We did not feel confident in the cleaning staff at that point so we had to leave. We had to stay at a[redacted] inn express in [redacted]. Desired SettlementI would like to have our hotel room at the holiday in paid for since this was a huge inconvenience for our family. [redacted].Memphis, TN 38132

Review: Was not happy what they did to me about my card payment and was not happy with that situatiom was waitimg 2 and half and they should give me a discount was not happy my card was fine and didnt like there attitude and they should give me a discountDesired Settlement: they should at least give me a discount

Business

Response:

August 22, 2013

Dear **. [redacted],

I am writing this letter in response to correspondence we received regarding a problem with one of our guests. I would like to notify you of what happened the day in question:

The guest (registered as [redacted], not [redacted]) came to the front desk to check-out. When the assistant manager, :[redacted] attempted to charge the credit card, the card declined. I then attempted to charge the card and it declined again. I asked the guest to please contact his bank so that we could see if there were any authorizations that needed to be released so that we could charge the card. He told us he knows the money is there. I told him unfortunately because the card was declining we needed the bank to contact us. He called his bank and the person from the bank told [redacted] that there were no holds/authorizations and that the charges should go through. We tried again, and again the card declined. We explained to the guest that we needed the bill paid before he left. I asked him if he had any other method of payment and he said no. The guest again tried to contact his bank, and the bank again told us the money was there. We tried again to process the payment and the card declined. The guest waited in our lobby for quite some time, but we could not have him leave with an open balance ($482.81). Eventually after about 2 hours of waiting he finally went and got the cash (I don't know why he did not do this earlier when I asked him for an alternate form of payment) and paid the bill in full. Our staff handled everything exactly as they should have. If a guest leaves without paying we contact the police as this is theft of services. I wanted to avoid taking this action which is why we kept trying to work with him. Had there been a problem on our end with processing the card I would consider some type of reimbursement but this was strictly a problem with him not having enough money on his debit card for us to take payment. If you need further information you can contact me at ###-###-####.