Carriage Inn

Hello *** ***,My name is Amy ***, an employee at the Carriage Inn motel and daughter of the managerI am sending this response from my personal email so feel free to respond to this email so I can pass it along to the owners. We received the notice from Revdex.com about a complaint that was
made in regards to a customer's stayIn the complaint, the customer describes that their family of stayed at our business in rooms, were paying on time, and were told to leave because the kids were not keeping their sheets on the bed. I would like to first start by saying we acknowledged their issue with us asking them to leave but we gave them various reasons for having to do soThey failed to mention these other issues in their given complaint and therefore, it will be discussed in this response.Upon arrival, the couple and their children wanted rooms for a weekThey wanted to have themselves, the couple, in one room with the youngest child and the other children in the other roomThe total price of $for rooms for the week was given and unfortunately the couple was not able to pay the full priceThe manager was working and after hearing their story of the house fire, worked out a compromise for themThey paid $upfront and then paid the $later on when they were both paid from their jobsThis first payment contradicts with the customer's given complaintThey stated that they were paying on time, however the first payment was not even made in fullWe did not have any issues with payment that week because they did fulfill the rest of their payment later in the week. The housekeeping staff went to the rooms for the midweek cleaning, after nights of stay, and reported to us with some issues they sawThey told us that the couple were staying by themselves in one room while all of the children were in the other room with no adult supervisionThis was evident because in the children's room, all bedding was removed from the beds, with the children sleeping on the bare mattressesThis was where the 2nd point of the complaint comes fromThe manager did tell them after that midweek cleaning that they needed to keep the bedding on the beds as the mattresses could not be cleanedThis was re-iterated upon their exit, that despite being told this, they continued to let the children sleep and eat on the beds without any sheets or bedding. After their first week was finished, they were required to pay by 11am the next day (as this is the time of checkout)On this day, I personally was working at the front deskAt 11am, they had still not come to make a payment so I called their roomThe adults did not answer their room phone so I was forced to call the children's roomA child picked up and told me she would tell her motherShortly after, the mother came to the office and when asked for payment, told me that she had worked something out with the manager and that they were going to pay on MondayMonday would have been days after the day payment was required, so there was no way that this would be trueI told them that the manager had told me that payment was required on that day and no such arrangement was madeThe woman then called her fiancé to the office so I was able to speak with himWhen he came to the office, I told him that there was no way I could let them stay for days rent freeI explained that I could charge them for a nightly rate for the days and then have them pay the rest of the weekly rate on Monday when they were paidI gave them this option after speaking to the manager and confirming that there was no Monday payment arrangement and this was the best we could doThe man began to argue with me telling me that when they arrived, they didn't pay anything and were able to pay a couple days laterI responded by saying this is impossible as no service could be given without any sort of payment, even at food establishmentsAfter several minutes of arguing, I showed them our records of them paying the $on their arrival and after showing him this he said he had forgotten they had done thatAfter all of this, I politely told the man that unless he could pay the $nightly rate for both rooms for today, they would have to leaveAt this point it was 12:30pm and the maids were preparing to leaveAfter telling them this, he contacted his mother and she agreed to come and pay for the week for themThe mother came to our office, provided her id and credit card and paid for their roomsThis is again contradicting their point in the complaint of them paying on timeThe payment was not made before 11am checkout time and was made by another person, who I had to wait for to drive to the business from another location.During this final week, the maids again went into the rooms during the midweek cleaningDuring this time they noticed that the beds in the children's room did not have sheets on themOne of the sheets were missing, there were chocolate smears on the bottom edge of the mattress, there were wet pull-ups/diapers in the drawers, and chicken bones thrown behind the dresserThe room overall had a foul smell, most likely from all the garbageAfter noticing all of this, it was clear that the parents were not taking care of the children or watching what was happening in that roomThey clearly neglected our request to keep the bedding and sheets on the bedWhen asked about the missing sheet, the parents denied it until later they found the missing sheet in their car (claiming a child got cold and used it as a blanket in the car)After seeing all of this continue for the rest of that week, it was decided that they would be asked to leave after their week stay was upThe day before their last day, they were given a notice that their stay was not able to be renewedThe man did come to speak with the manager and the manager explained all the points I have listed aboveOn that last day, the manager also noticed that the tv remote was broken and that there were more stains all over the mattressWhen this was brought to the couple's attention, they laughed and said "oh the remote cost $who cares"The couple was very rude and aggressive towards the manager when asked to leave and got in her faceThe man made threats saying "you don't know me, you watch your pretty little face"At this point, the manager said that if they did not leave the police would be called because it became a dangerous situationThis is what finally ended the situation and the family checked out. The complaint given by the customer was unfortunately contradicting to the actual situation and I hope this response has made that clearFor further proof of the matter, I have attached photos of the registration cardOne photo shows the first week payment and how it was not made in fullThe other photos show that the other payment was made by the man's mother, with the man's name given on the registration carWe unfortunately did not take pictures of the state of the room before it was cleanedI understand this may be personal information but I feel it is pertinent to the complaint filed and our defense.It is understood that the customer wishes to receive a refund for their stay however we do not believe this is fair or necessaryWe could have asked them to pay for the damage of the broken remote and the mattress staining but we did notThey stayed their full weeks and were not asked to leave during a week they had paid forTherefore, unfortunately the only resolution to this concern is that they no longer share their business with usWe completely understand if they feel like they were mistreated however, we do not feel that we acted wrongly in any wayA point that should be acknowledged is that upon their arrival they were given a weekly policyIn this weekly policy, it states that a tenant may be asked to leave for valid reasons and no refund will be givenWe believe that they were denied their renewal for valid reasons and therefore, no refund should be givenThis is a policy that applies to all our tenants who we experience issues with. Please do not hesitate to email me if any further information is needed.Thank you,Amy ***Employee at Carriage Inn Motel