Cedar Wood Inn

Complaint: [redacted] I am rejecting this response because:It contains multiple misrepresentations, but I am weary of disputing things with this manager who is rarely onsite herselfThe DND card was on the door for minutes one mid-afternoon only (230-330pm) The failure of her staff to relay complaints and queries to her multiple times should not be taken as proof that no communication was made - when a front desk person says "let me take care of it", "let me see what I can do", etc they probably ought to log the incidentMgmt's repeated attempts to hide (no, you can't have her email address, no you can't have contact info for the owners of this "family-owned" motel do not speak well of their pride in the property, confidence in their staff, or ability to stop small (initially humorous) problems from becoming larger.I have accepted the $to be done with this Sincerely, [redacted]

From: Cedarwood Inn Sent: Friday, July 28, 1:PM Subject: Hotel Response to Complaint ID #***For multiple days guest did indeed have the “Do Not Disturb” sign on the door which clearly states, “If this sign remains on your door past 12:p.m., your room will not be
serviced until the following day.” At the verbal request of the guest, housekeeping came back to service the room at a later timeEach day housekeeping came back to service the guest’s room.The night of 7/was the first time management was made aware of guest’s housekeeping situation when the guest called the office and complained that they had not had service in two daysAfter speaking to housekeeping, management understood that they had indeed had service both days but, after checking the room, management determined that although they definitely had housekeeping service, service was not given up to management’s standardsAs the room had been cleaned by another one of the management staff the previous day, staff was fully aware that the guest had indeed had full service and linen changes the previous daySince these were the only two days that the guest had spoken to the front office about, a refund was given for one day of substandard service. When the guest checked out on 7/16, he could not have spoken to the front desk manager as she was not inWe also do not have a male front desk managerAt the time of check out, the guest would have been welcome to send an email directly to the hotel in regards to any complaints as this is where management receives emailFront desk could not have given the guest management’s email as there is not a separate email for management or for the ownersThe best way to reach management would have been by sending a direct email to the hotel.On 7/21, management was made aware that the guest would like to speak to her as soon as possibleAt that time, the manager reached out to the guest immediately even though she was in the middle of other employmentDuring this phone call, guest complained of not having service for four out of six daysThe manager was confused as to why the guest had told her the night before he checked out that they had not had service for two days/why his story had changedWhen confronted about the conflicting story, guest again changed his story saying that they had service all six days but housekeeping had forgotten something every dayHe then demanded compensation of $100. Guest was told by the manager that she would review the situation and get back to himHe demanded an immediate answerGuest was again told that management would review the situation and get back to himHe demanded to know why she could not answer about the refund immediatelyShe let him know that this is not a decision she makes without reviewing both sides of the storyGuest was unhappy with this and told management that if this was not resolved by 7/he would be filing with the Revdex.com but that he would wait until they spoke the following day after the manager was able to speak with her staff.On 7/22, management called back the guestThe guest was offered a refund totaling $60, $for each day of housekeeping service that the guest had claimed to not get full serviceNo logs were made of guest’s complaints during any day of their stay except for the last night even though front desk has strict procedures for logging complaints.After speaking to housekeeping and other managing employees, management determined that the initial complaint of not having service for two days was the closest to the truth even though this was also an incorrect statement made by the guestIn order to appease the slights felt by the guest, guest was offered the $refund/night in the hopes that this would help him to feel that management heard his complaintGuest was contacted as he was told he would be. At this time, guest told management that he had already contacted the Revdex.com without waiting for her response as he had told her he wouldGuest let the manager know that he had spent time writing a 4-page complaint and wanted to feel like his time had been spent constructively so he sent what turned out to be a paragraph to the Revdex.com right immediately after he had gotten off of the phone with her on 7/instead of giving her time to respond to his request. When management explained her decision to the guest, he agreed that this refund would resolve the situation even though he wanted moreAt that point, even though guest had gone back on his word to wait for her response, management fulfilled their offer of the refund. Refund of $total was made to guest’s bill that had originally totaled $(including tax) for the six night stayGuest agreed that with this refund the matter was resolved

Complaint: [redacted]
I am rejecting this response because:It contains multiple misrepresentations, but I am weary of disputing things with this manager who is rarely onsite herself. The DND card was on the door for 90 minutes one mid-afternoon only (230-330pm).  The failure of her staff to relay complaints and queries to her multiple times should not be taken as proof that no communication was made - when a front desk person says "let me take care of it", "let me see what I can do", etc ... they probably ought to log the incident. Mgmt's repeated attempts to hide (no, you can't have her email address, no you can't have contact info for the owners of this "family-owned" motel do not speak well of their pride in the property, confidence in their staff, or ability to stop small (initially humorous) problems from becoming larger.I have accepted the $60 to be done with this.  
Sincerely,
[redacted]

I have already refunded this.