Good Afternoon; We are an Extended Stay Hotel and our hotel has guests that stay with us for months or weeks at a timeWe make each and every effort to let the guests that come on the weekends that fact and some simply choose to ignore itOn our website, it clearly states that we do not allow any
kind of partyAt check in, located on the front desk counter that guests come to check in, it has a plaque stating that we do not allow parties, loud music, more than a certain number of people in the room etcAs they are checking in, we have a hotel policy that we go over with and explain to each and every single guest stating the policy and the consequences of not adhering to the rules*** *** read and SIGNED the policy stating that it is for ADULTS and (zero) CHILDRENA few moments later, they go to the side entrance that is not directly in near the front desk, open the door and SIX MORE people go upstairsHow do we know? Because we have cameras and they are accessible behind the front desk that they didn't know aboutIf you were supposed to get ready to go out, and you will have people coming over, you need to let the front desk know, and those people should be walking through the front door and not be snuck in the side like they didOn top of all that, they were bringing in balloons through that side door and cake! Clearly choosing to ignore the Party policyThe last straw was when we got TWO DIFFERENT rooms complain about noise coming from that roomLike I stated earlier, this is an extended stay hotel and the moment one of those extended stay guests complain, I will take actionFront Office Manager called her and told her in a polite way that the extra people that she didn't sign up must go, and that they need to keep the noise to a minimumShe got angry and a friend of hers and herself came to the front desk and that friend was yelling and screaming at the Front Desk staff and at that point, Front Office Manager had no choice but to call the *** PDThey came and saw that friend yelling and screaming and they told them they have to leave*** asked for a copy of the Hotel Policy and it was copied and given to her! Based on the policy that she signed, we have the right to charge $Party fee on top of the room charge but we chose not to*** spoke to me on September 18th and accused me of stealing her money when she clearly ignored to adhere to the policy, didn't let us know about the extra people, those extra people were rude and cursing at my staff, and I am sorry, I will not be returning the moneyBest Regards; Nader S*** General Manager
As per our hotel policy, any cancellation done prior to 24 hours of arrival, there is no fee. Any cancellations afterward, results in a one night charge of room and tax. Guest states that she called over a month ago to cancel. Our Hilton Systems function on their own and when a guest calls to cancel...
regardless of the time, there is a system generated email stating that the reservation was canceled and there is no penalty. However, the reservation that this guest is speaking about shows in our system that it No-Show. That means that this guest never came to check in or called to cancel. Therefor the charge was applied due to the reservation going to No-Show status. If the guest can provide the cancellation number, we have no problems at all reversing the charge. Thank you and have a great day.
Complaint: ***
I am rejecting this response because:
This response is full of lies.
Regards,
*** ***
Good Afternoon; We are an Extended Stay Hotel and our hotel has guests that stay with us for months or weeks at a timeWe make each and every effort to let the guests that come on the weekends that fact and some simply choose to ignore itOn our website, it clearly states that we do not allow any
kind of partyAt check in, located on the front desk counter that guests come to check in, it has a plaque stating that we do not allow parties, loud music, more than a certain number of people in the room etcAs they are checking in, we have a hotel policy that we go over with and explain to each and every single guest stating the policy and the consequences of not adhering to the rules*** *** read and SIGNED the policy stating that it is for ADULTS and (zero) CHILDRENA few moments later, they go to the side entrance that is not directly in near the front desk, open the door and SIX MORE people go upstairsHow do we know? Because we have cameras and they are accessible behind the front desk that they didn't know aboutIf you were supposed to get ready to go out, and you will have people coming over, you need to let the front desk know, and those people should be walking through the front door and not be snuck in the side like they didOn top of all that, they were bringing in balloons through that side door and cake! Clearly choosing to ignore the Party policyThe last straw was when we got TWO DIFFERENT rooms complain about noise coming from that roomLike I stated earlier, this is an extended stay hotel and the moment one of those extended stay guests complain, I will take actionFront Office Manager called her and told her in a polite way that the extra people that she didn't sign up must go, and that they need to keep the noise to a minimumShe got angry and a friend of hers and herself came to the front desk and that friend was yelling and screaming at the Front Desk staff and at that point, Front Office Manager had no choice but to call the *** PDThey came and saw that friend yelling and screaming and they told them they have to leave*** asked for a copy of the Hotel Policy and it was copied and given to her! Based on the policy that she signed, we have the right to charge $Party fee on top of the room charge but we chose not to*** spoke to me on September 18th and accused me of stealing her money when she clearly ignored to adhere to the policy, didn't let us know about the extra people, those extra people were rude and cursing at my staff, and I am sorry, I will not be returning the moneyBest Regards; Nader S*** General Manager
As per our hotel policy, any cancellation done prior to 24 hours of arrival, there is no fee. Any cancellations afterward, results in a one night charge of room and tax. Guest states that she called over a month ago to cancel. Our Hilton Systems function on their own and when a guest calls to cancel...
regardless of the time, there is a system generated email stating that the reservation was canceled and there is no penalty. However, the reservation that this guest is speaking about shows in our system that it No-Show. That means that this guest never came to check in or called to cancel. Therefor the charge was applied due to the reservation going to No-Show status. If the guest can provide the cancellation number, we have no problems at all reversing the charge. Thank you and have a great day.