Carriage House Motor Inn

We received a Complaint letter from the guest. We want to explain how we took care of the situation. On October 22 the guest called the front desk receptionist to inform her that the air vent made the room Smell like Smoke. Therefore, another receptionist went in to inspect the room. There was no...

Smoke however it did smell like smoke. She kindly informed the guest that the heat thermostat is located on the Wall. She told the guest that the reason it smelled like Smoke was because he turned On the heat on from the A.C vent. At that time she was not aware that they had a sick grandson. But, the guest yelled inappropriately to the receptionist, which got her a bit terrified. For this reason she said "whatever, this is not part of my job. I will get a manager to take care of it" in calm manner even though she felt a bit terrified. Then she immediately left the room to go tell the manager. Moreover, the manager went to take care of the smell. The most convenience Solution was to spray [redacted] and put up a fan, because the guest had a sick grandson we were unable to open the door. The guest did not inform us that his wife is sensitive to chemical Smells. But the manager did the best he could to take care of the situation carefully and efficiently. The guest Still seemed unsatisfied with the service and wanted a refund or change his room. The rooms were all occupied and we were unable to give him another room. The guest occupied the room long enough and slept overnight in the room after we took care of the situation. If the guest was still disturbed with the Smoke Smell he would have left to go to another hotel. Therefore, we are unable to give him a refund also due to our policies, which he agreed to and signed the slip when he first checked in. The manager explained this to the guest but he was still upset and called the police. When the police arrived the customer told the officer of the situation and "how poorly we took care of it". Also the manager told the police that the guest has already checked in and we took care of the Smoke Smell situation. We did the best we could to take of the smoke Smell with everything we had. We can offer him a free 1 night stay with us by choosing any date that is from Monday through Thursday, this offer is valid until November 1, 2017. hope this will satisfy the guest it is the best offer we can give it to the guest.

Americas Best Value Inn was the only reasonably priced place I could find on short notice.