Capital View Hostel

Thank you for bringing this to our attention, and we apologize for not being able to respond earlier, as I simply didn't receive this letter until February – USPS routinely misplace our letters, confusing I with Regarding the complaint, it sounds like a negative review on our business, and we do listen to those, and improve, so that we can provide a better experienceWe are confident that Capital View is by far the best hostel in Washington, DC, with DC Lofty not far from it—due to the most central location, amazing amenities, and general building layout.Going through our reviews, there is usually a general consensus, and this one surely stands outIn this complaint there are things mentioned that were not mentioned in any other review we've readWe don’t have bed bugs at Capital View, nor DC Lofty, and have always maintained a professional pest control service for such an eventWe have a preventive maintenance plan in use that in fact makes us a safe haven; in the case of this guest if they had experienced bed bugs someplace else, coming to one of our hostels would actually help eradicate the problem due to the active agents we have in use constantly, that are not harmful to humansWe have zone/multi-zone new HVAC systems at both buildings, where essentially every rooms have their own private controlsWe allow some personalization in this, and it’s likely that guests have made adjustmentsWe are not aware of any drafty conditions, as for us that would be a very costly expense to bear, and it is my best guess, that a window may have been simply left openWe pride ourselves in our cleanliness, as there is professional cleaning staff on duty for most of the day, with front desk personnel carrying out same duties into the evening-cleaning up the kitchen and all common rooms, vacuuming all carpets, mopping all floors, and scrubbing all showers and other appropriate areasWe don't take shortcuts, and the pictures attached are recent us of a few daysThe entire house has CCTV cameras installed, and metal doors at every entranceOutside doors, as well as each room have their own lock; only guests are allowed insideFrom your review, it seems that the guests were the biggest issue; unfortunately we cannot be prejudice against someone, if they have a legal right to stay with usWe do take the time to make sure that every person staying there would be compatible with the rest of the crowd, and that is how we’ve been able to have thefts ever; by not allowing locals from DC, MD, VA, and requesting a valid government ID and moreWe don’t expect for people to try and break down a metal door, with our commercial grade locksWe also are not worried about someone cooking food late into the evening, as they may be hungry, and our hostel is your/their home.It seems that you are commenting on both locations, however, we weren't able to find any merits to any of the comments, and have to politely disagree with your entire assessment of our propertiesAttached are pictures from both locations I Street NWThank you

Thank you for bringing this to our attention, and we apologize for not being able to respond earlier, as I simply didn't receive this letter until February – USPS routinely misplace our letters, confusing I with 1.
Regarding the complaint, it sounds like a negative review on our business,...

and we do listen to those, and improve, so that we can provide a better experience. We are confident that Capital View is by far the best hostel in Washington, DC, with DC Lofty not far from it—due to the most central location, amazing amenities, and general building layout.Going through our reviews, there is usually a general consensus, and this one surely stands out. In this complaint there are things mentioned that were not mentioned in any other review we've read.
We don’t have bed bugs at Capital View, nor DC Lofty, and have always maintained a professional pest control service for such an event. We have a preventive maintenance plan in use that in fact makes us a safe haven; in the case of this guest if they had experienced bed bugs someplace else, coming to one of our hostels would actually help eradicate the problem due to the active agents we have in use constantly, that are not harmful to humans.
We have 4 zone/multi-zone new HVAC systems at both buildings, where essentially every 3 rooms have their own private controls. We allow some personalization in this, and it’s likely that guests have made adjustments. We are not aware of any drafty conditions, as for us that would be a very costly expense to bear, and it is my best guess, that a window may have been simply left open.
We pride ourselves in our cleanliness, as there is professional cleaning staff on duty for most of the day, with front desk personnel carrying out same duties into the evening-cleaning up the kitchen and all common rooms, vacuuming all carpets, mopping all floors, and scrubbing all showers and other appropriate areas. We don't take shortcuts, and the pictures attached are recent us of a few days.
The entire house has CCTV cameras installed, and metal doors at every entrance. Outside doors, as well as each room have their own lock; only guests are allowed inside. From your review, it seems that the guests were the biggest issue; unfortunately we cannot be prejudice against someone, if they have a legal right to stay with us. We do take the time to make sure that every person staying there would be compatible with the rest of the crowd, and that is how we’ve been able to have 0 thefts ever; by not allowing locals from DC, MD, VA, and requesting a valid government ID and more.
We don’t expect for people to try and break down a metal door, with our commercial grade locks. We also are not worried about someone cooking food late into the evening, as they may be hungry, and our hostel is your/their home.It seems that you are commenting on both locations, however, we weren't able to find any merits to any of the comments, and have to politely disagree with your entire assessment of our properties.
Attached are pictures from both locations 301 I Street NWThank you

Review: I had booked a reservation for several nights at this hostel and I was supposed to check out on Tuesday the 22 of october. When I came back on Monday night I found the code to enter the building was changed and so I was forced to sleep out in the cold. I caught a nasty cough and became very ill. I tried to talk to a manager but both assistant managers refused to talk to me the next morning even though the front desk person called them and was talking to them right in front of me. They tried to give me the excuse that the new code was on the wall somewhere but even if that we're true no one told me to check for anything let alone code changes on the wall. They should be emailing people that started out with a different code, alerting them to the changes. Not only did they make a terrible mistake that caused me to get sick but they will not even try to make amends. This is grounds for a lawsuit.Desired Settlement: Full refund of entiremreservation

Business

Response:

12/04/2013

Thank you for your letter. Not really sure what is the basis for this complaint to Revdex.com. We obviously never refuse to talk to our guests and we are around a lot for anyone who wants to talk about anything or wants to clear up any concerns.

This guest in particular has been showed where the outside door codes are posted in case they are changed, but seems he forgot to check it for 5 full days (we kept both codes active for 5 days before removing old one) and wasn't able to get in on Monday, October 21st.

When this guest complained to our staff he was asked to email, so management can look at the issue and know what's happening.

The management was informed in detail about this issue the next day and authorized staff to refund one nights' stay whenever this guest approaches them.

It seems to us that this guest does not have any issues with us anymore though, because he never emailed not did he approach anyone of mention anything to anyone anymore.

Naturally, this issue disappeared into obscurity. This guest has made 23 new reservations spanning through 28 days since then. During this time, he saw all staff and all management members multiple times and hasn't mentioned anything to anyone.

This refund was, obviously, still valid and waiting for him as soon as he approaches us. We are always happy to help with any concerns that anyone has, but it seems to make sense to us, that best way to get them solved is to voice them.

We can also provide ample proof from surveillance cameras, credit card payments, and reservation confirmations regarding the mentioned stays. Please let us know if you want any of that.

We have a problem with the person you are representing though. He has snuck in at night after hours several times without paying. One of those times he got cought and was made to pay when he was trying to sneak back out in the morning. Due to these reasons, your represented person is not welcome to stay at our establishments.

Thank you,