Carlsbad By the Sea Resort and Hotel

[redacted] , we will be sending out a 2nt stay Gift Certificate to MrsEstrada if she wishes to donate to a cause we will still honor the party who uses it Thank you, [redacted] General Manager Carlsbad by the Sea resort Palomar Airport Rd Carlsbad CA 760-930-Fax: 760-438-carlsbadbythesearesort.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have not
received any gift certificateInstruct *** *** to send it to a nearby homeless shelter and have the shelter verify in writing on letterhead stationery to you that it was received.When this action is verified, please advise me Thank you
Regards,*** ***

The hotel will issue a credit for $todayGuest should see credit on card within hrs
thank you,
*** ***
GM

[redacted], we will be sending out a 2nt stay Gift Certificate to Mrs. Estrada if she wishes to donate to a cause we will still honor the party who uses it.
 
Thank you,
 
[redacted]
General Manager
 
Carlsbad by the Sea resort
850 Palomar Airport Rd
Carlsbad CA 92011
760-930-3810
Fax: 760-438-1015
carlsbadbythesearesort.com

Review: I booked this hotel for 3 nights and on the second night I had roaches crawling on me on the bed while I was sleeping. I called the front desk and they came to spray with bug sprak. I did not sleep and we left one night early. When I asked for my refund of the night I did not stay, they refused. They also said I made up the roaches and basically accused me of lying. but I took pictures of the smashed roaches. I just want my refund but they have never contacted me about it, even though the manager I spoke to wrote on her card she would refund me 1 and 1/2 days. I have never recieved any call backs.Desired Settlement: I would like the 1 and 1/2 days refund that the manager promised me.

Business

Response:

The hotel will issue a credit for $213.00 today. Guest should see credit on card within 48 hrs.

thank you,

GM

Review: My husband and I stayed overnight at this location in Room [redacted] on December 30, 2014, one of the coldest nights of the year. The temperature in the room was 63 degrees. We set the thermostat to reach 70 degrees, watched a little t.v. and went to sleep. All night, the fan was blowing, and the room was still cold. By morning, it became clear to us that the heater had not worked and that the only thing that had saved us was an electric heating pad I had brought for my shoulder on which I had had surgery in early December.

In the morning we called the front desk and the maintenance mechanic came, checked it out, confirmed that there was no heat and said it would be quite some time before he could fix it. There was no connection to a heat source, he said. Checkout time was 11 a.m. So now, without showers and without the breakfast that was included in our fee, we checked out.

The front desk clerk was apologetic but did not say she would report this situation to management. She also made no effort to adjust our bill and I did not ask for that. I asked to speak to the manager and was told he was not in. So, I called on Monday, January 5, left a message, received no call back, then I called again today. The Manager, [redacted] told me, it wasn't true that the heat could not be fixed right away; that if I had reported it the night we checked in, they could have fixed it ; that it is not customary to need heat in [redacted] and basically that it is up to the customer to let the management know when something like heat is malfunctioning. He did not agree with me that there is a certain standard a customer should expect, i.e. that even though there is a thermostat, a customer should not expect heat nor should a customer expect that the hotel's quality inspections should alert the hotel to not rent the room in the first place. He struck me as being unconcerned about the situation we experienced and showed quite a repertoire of excuses for poor customer service.Desired Settlement: Even though I wrote the desired settlement is a refund check to me, an alternative solution would be that this business be charged a penalty, payable to a government agency for what seems to be a practice of charging unsuspecting guests for sub-standard lodging. Another penalty could be that they donate the amount we paid to a homeless shelter. In any case, I would like to receive a written response to my complaint. Please advise if you have questions. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have not received any gift certificate. Instruct [redacted] to send it to a nearby homeless shelter and have the shelter verify in writing on letterhead stationery to you that it was received.When this action is verified, please advise me. Thank you.

Regards,