Castle Inn

To Whom It May Concern Regarding Mr [redacted] 's stay- We're very sorry he left our Inn unhappy, however any issues brought to our attention were graciously and apologetically correctedWhile we disagree entirely with Mr [redacted] 's version of events regarding interaction with our staff, I can assure you that Patsy, our innkeeper, treats guests like family and goes above and beyond to accommodate any request from our guestsWe would never knowingly provide an unacceptable room for any guestUnfortunately we are unable to compensate Mr [redacted] for his decision to leave our InnWe are a small, prepay facility and the room was reserved for him through the weekendMr [redacted] and his guest were in the room for several hours before their decision to leave With Regards Jen K [redacted] General Manager

To Whom It May Concern Regarding Mr. [redacted]'s stay- We're very sorry he left our Inn unhappy, however any issues brought to our attention were graciously and apologetically corrected. While we disagree entirely with Mr. [redacted]'s version of events regarding interaction with our staff, I can assure...

you that Patsy, our innkeeper, treats guests like family and goes above and beyond to accommodate any request from our guests. We would never knowingly provide an unacceptable room for any guest. Unfortunately we are unable to compensate Mr. [redacted] for his decision to leave our Inn. We are a small, prepay facility and the room was reserved for him through the weekend. Mr. [redacted] and his guest were in the room for several hours before their decision to leave.   With Regards Jen K[redacted] General Manager

To Whom It May ConcernOur cancellation policy is clearly posted on our website, which [redacted] did visit prior to her reservation. We are not a large hotel facility, we are a small inn with a very limited number of rooms, and enforce a strict cancellation policy as such.  [redacted] has called...

and emailed us several times, and our response has been consistent.  As a consolation, we did offer  to refund in the event that we rebook the room however it is now off season and although we put forth a good faith effort, we were unable to do so.  We have been in business for several years, and have had literally thousands of guests. We have an amazing innkeeper and, although our inn is an old, historic building, we maintain it as best we can and it is exceptionally clean. It is very unfortunate that [redacted] is reading a few reviews from strangers on the internet, many of which were also customers unhappy with our cancellation policy. We have several very good recent reviews, however these reviews, on sites such as Facebook, do not reinforce her "reason" for cancellation.  Bad reviews are more often retaliation from upset customers rather than objective opinions on experiences.  She cited a review in her most recent email that is currently under dispute with the review website due to false, libelous information.It is our position that we will follow policy regarding this situation and have offered the customer a gift certificate with no expiration date. We've tried to be polite and offer good customer service, however she is unhappy with the posted policy to which we must adhere. Email correspondence with the customer can be provided per request.Regards,Jean

At the Castle Inn & Suites our goal is to make every guest's stay enjoyable and memorable.  We prefer to handle any complaint while the guest is still at the hotel so we can address the issue and make it right prior to the guest departure.  As stated in the complaint we advertise that...

we are a family hotel located right across from the Disneyland Resort.  We do not claim to be directly across from the main gate of the parks.  We are on the main gate side of the park approximately 1 block south of the walk in entrance.  We have not received any previous complaint of unusual noise from the room you stayed in and recent guests have not complained from this room either.  We received the complaint after you had already checked out and lodged the complaint with the Revdex.com.  Had we known the remote controls were not working for your family we could have quickly changed the batteries or replaced the remote controls.  We inspected the room as soon as we received the call regarding the issues.  Both remote controls in the room were functioning, but in case they were not working, the televisions have buttons on the side which can be used to operate it manually.If the issues had been reported during the stay we may have been able to fix the issues, move the room on the following day, or make it right at that time.  We hope that your opinion of the hotel is not permanently altered and we will be given an opportunity to accommodate you with a more enjoyable stay in the future.  Unfortunately without giving us a chance to address the issues during your stay we would be unable to provide a refund.  We apologize if you were disappointed in your stay but if we had perhaps discussed the problems during your stay we could have found an agreeable solution.Castle Inn & Suites

Review: First when I booked online there web site says "The Castle Inn and Suites is a family hotel located right across the street from Disneyland® Resorts" this is un true it took us walking two blocks to get to Disneyland and there hotels and shops. 2nd we could not sleep in the room because the plumbing pipes we loud and kept running all night even though we were not in the restroom or using any short of water but the concierge said all family rooms were booked so we could not move. 3rd The tv remotes did not work for both tvs did not work, so our children were unable to watch tv causing us to spend more money to stay out of the hotel room vs. relaxing in the room. 4th our room had no wash clothes when we asked for wash clothes the sent up hand towels.Desired Settlement: I would like my money back.

Business

Response:

At the Castle Inn & Suites our goal is to make every guest's stay enjoyable and memorable. We prefer to handle any complaint while the guest is still at the hotel so we can address the issue and make it right prior to the guest departure. As stated in the complaint we advertise that we are a family hotel located right across from the Disneyland Resort. We do not claim to be directly across from the main gate of the parks. We are on the main gate side of the park approximately 1 block south of the walk in entrance. We have not received any previous complaint of unusual noise from the room you stayed in and recent guests have not complained from this room either. We received the complaint after you had already checked out and lodged the complaint with the Revdex.com. Had we known the remote controls were not working for your family we could have quickly changed the batteries or replaced the remote controls. We inspected the room as soon as we received the call regarding the issues. Both remote controls in the room were functioning, but in case they were not working, the televisions have buttons on the side which can be used to operate it manually.If the issues had been reported during the stay we may have been able to fix the issues, move the room on the following day, or make it right at that time. We hope that your opinion of the hotel is not permanently altered and we will be given an opportunity to accommodate you with a more enjoyable stay in the future. Unfortunately without giving us a chance to address the issues during your stay we would be unable to provide a refund. We apologize if you were disappointed in your stay but if we had perhaps discussed the problems during your stay we could have found an agreeable solution.Castle Inn & Suites