Chestnut Street Hotel

The guest who made the reservation and spoke to myself was [redacted] We are a downtown city property and on occasion there are city sponsored events that occur beyond our control We try our best to communicate events to our guests which we did with a letter in their room The letter stated that sound checks would begin as early as 7:am During their stay, they did not report to us anything about their room being is disrepair If there would have been a problem with their room, it would have been addressed When they called the front desk to ask for a fan or something to create white noise, we suggested they turn on their TV When I spoke to [redacted] in the morning, I offered to remove the parking fee from the night before which we did Please see attached invoice There is no parking fee charged to their account Also, you will note the rate is $per night and not $as reported [redacted] had a reservation for the next evening which I offered to cancel for him without any penalties He said he would think about the offer and let me know Shortly after 11:am, he came to the lobby and said he would accept my offer to cancel his room reservation for that night We immediately cancelled the reservation There were no fees charged this his credit card as mentioned Again, please see attached invoice We do not rent hotel rooms that are not renovated We are a story hotel and rooms on three of the floors are not renovated and are closed off to any guests Only renovated rooms are rented to our guests which is rooms If you have any questions or need additional information, please leave me know.Thank you,Lori H***General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: This is not accurateA very rude person named Jason at the front desk answered the phone when we called that dayWe asked to be moved to a different room, and he refusedHe did not suggest turning on the tvThe manager was not even at the hotel (so he said), and he further refused to give us the name of his manager or the manager of the hotelNo one should stay here and I will continue to warn them as such Regards, [redacted] ***

The guest who made the reservation and spoke to myself was [redacted] ? We are a downtown city property and on occasion there are city sponsored events that occur beyond our control? We try our best to communicate events to our guests which we did with a letter in their room ? The letter stated that sound checks would begin as early as 7:am? During their stay, they did not report to us anything about their room being is disrepair? If there would have been a problem with their room, it would have been addressed? When they called the front desk to ask for a fan ? or something to create white noise, we suggested they turn on their TV? When I spoke to [redacted] in the morning, I offered to remove the parking fee from the night before which we did? Please see attached invoice? There is no parking fee charged to their account? Also, you will note the rate is $per night and not $as reported? [redacted] had a reservation for the next evening which I offered to cancel for him without any penalties? He said he would think about the offer and let me know? Shortly after 11:am, he came to the lobby and said he would accept my offer to cancel his room reservation for that night? We immediately cancelled the reservation? There were no fees charged this his credit card as mentioned? Again, please see attached invoice? We do not rent hotel rooms that are not renovated? We are a story hotel and rooms on three of the floors are not renovated and are closed off to any guests? Only renovated rooms are rented to our guests which is rooms? If you have any questions or need additional information, please leave me know.Thank you,Lori H***General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because: This is not accurateA very rude person named Jason at the front desk answered the phone when we called that dayWe asked to be moved to a different room, and he refusedHe did not suggest turning on the tvThe manager was not even at the hotel (so he said), and he further refused to give us the name of his manager or the manager of the hotelNo one should stay here and I will continue to warn them as such Regards, [redacted] ***

*** *** was a Guest at The Hotel Lancaster on October and 14, 2017. I (General Manager) was made aware that *** ***'s hat was missing by our Housekeeping Manager who is responsible for our Lost and Found items on October 14th. While *** *** was here, we checked to make sure his
missing hat was not turned in by anyone and it was not. We informed him of that. Two days after he checked out, he emailed the hotel to explain that his hat was allegedly taken from his room. I spoke to our Housekeeping Manager and Guest Services Manager to see if *** ***'s hat was turned in by anyone. We also did a thorough search of his room on Sunday, October 15th after he checked out and did not find his hat.I emailed *** *** to apologize for the situation with his hat and confirm that we were not successful finding it. I also had the electronic lock on the entrance door to *** ***'s room read. On Saturday, October 14th, the room was entered at 10:am by our Housekeeping staff. The keycard that was given to *** *** when he checked in was used to enter the room at 12:pm, 4:pm and 4:pm. We take our security measures seriously along with our staff training on proper housekeeping protocol when cleaning rooms. The reason the Housekeeper asked what *** *** wanted done in his room is because sometimes Guests only request fresh towels or other supplies. Because they saw him, they were being courtesy to ask what his wishes were. We apologize that *** ***'s stay with us was not pleasant but believe we have done everything possible to explain to him that our staff did not take his hat.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: The Hotel Lancaster claimed that I called on 2/11/to change my reservation from 8/6/14-8/10/to 8/8/14-8/12/14. This is not true. I called to change my reservation to 8/8/- 8/10/and the Hotel refused to change the reservation to reduce my stay.
Regards,
*** ***

February 28, 2014 Dear ***:We are in receipt of the complaint filed by *** *** on February 21, regarding her reservation at The Hotel Lancaster.We researched the Guest's statement of the problem and learned that *** made her reservation
through our website's online booking system on February 9, for a stay in our hotel on August - 10, Her reservation was booked at a "non-refundable/non-cancellation web only rate" (see enclosed copies terms of reservation)*** called our hotel on February 11, to change her reservation dates to August -12, As a courtesy to ***, we honored her request to change the dates of stay.If you have any questions or need additional information, please let me know.Thank you.Very truly yours,

The guest who made the reservation and spoke to myself was *** *** *** ? We are a downtown city property and on occasion there are city sponsored events that occur beyond our control? We try our best to communicate events to our guests which we did with a letter in their room
? The letter stated that sound checks would begin as early as 7:am? During their stay, they did not report to us anything about their room being is disrepair? If there would have been a problem with their room, it would have been addressed? When they called the front desk to ask for a fan ? or something to create white noise, we suggested they turn on their TV? When I spoke to *** *** in the morning, I offered to remove the parking fee from the night before which we did? Please see attached invoice? There is no parking fee charged to their account? Also, you will note the rate is $per night and not $as reported? *** *** had a reservation for the next evening which I offered to cancel for him without any penalties? He said he would think about the offer and let me know? Shortly after 11:am, he came to the lobby and said he would accept my offer to cancel his room reservation for that night? We immediately cancelled the reservation? There were no fees charged this his credit card as mentioned? Again, please see attached invoice? We do not rent hotel rooms that are not renovated? We are a story hotel and rooms on three of the floors are not renovated and are closed off to any guests? Only renovated rooms are rented to our guests which is rooms? If you have any questions or need additional information, please leave me know.Thank you,Lori H***General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
? Complaint: ***
I am rejecting this response because: This is not accurateA very rude person named Jason at the front desk answered the phone when we called that dayWe asked to be moved to a different room, and he refusedHe did not suggest turning on the tvThe manager was not even at the hotel (so he said), and he further refused to give us the name of his manager or the manager of the hotelNo one should stay here and I will continue to warn them as such
Regards,
*** ***

The guest who made the reservation and spoke to myself was [redacted]  We are a downtown city property and on occasion there are city sponsored events that occur beyond our control.  We try our best to communicate events to our guests which we did with a letter in their room....

 The letter stated that sound checks would begin as early as 7:00 am.  During their stay, they did not report to us anything about their room being is disrepair.  If there would have been a problem with their room, it would have been addressed.  When they called the front desk to ask for a fan  or something to create white noise, we suggested they turn on their TV.  When I spoke to [redacted] in the morning, I offered to remove the parking fee from the night before which we did.  Please see attached invoice.  There is no parking fee charged to their account.  Also, you will note the rate is $149.00 per night and not $159.00 as reported.  [redacted] had a reservation for the next evening which I offered to cancel for him without any penalties.  He said he would think about the offer and let me know.  Shortly after 11:00 am, he came to the lobby and said he would accept my offer to cancel his room reservation for that night.  We immediately cancelled the reservation.  There were no fees charged this his credit card as mentioned.  Again, please see attached invoice.  We do not rent hotel rooms that are not renovated.  We are a 9 story hotel and rooms on three of the floors are not renovated and are closed off to any guests.  Only renovated rooms are rented to our guests which is 134 rooms.  If you have any questions or need additional information, please leave me know.Thank you,Lori H[redacted]General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: This is not accurate. A very rude person named Jason at the front desk answered the phone when we called that day. We asked to be moved to a different room, and he refused. He did not suggest turning on the tv. The manager was not even at the hotel (so he said), and he further refused to give us the name of his manager or the manager of the hotel. No one should stay here and I will continue to warn them as such.
Regards,
[redacted]

[redacted] was a Guest at The Hotel Lancaster on October 13 and 14, 2017.  I (General Manager) was made aware that [redacted]'s hat was missing by our Housekeeping Manager who is responsible for our Lost and Found items on October 14th.  While [redacted] was here, we checked to make sure his...

missing hat was not turned in by anyone and it was not.  We informed him of that.  Two days after he checked out, he emailed the hotel to explain that his hat was allegedly taken from his room.  I spoke to our Housekeeping Manager and Guest Services Manager to see if [redacted]'s hat was turned in by anyone.  We also did a thorough search of his room on Sunday, October 15th after he checked out and did not find his hat.I emailed [redacted] to apologize for the situation with his hat and confirm that we were not successful finding it.  I also had the electronic lock on the entrance door to [redacted]'s room read.  On Saturday, October 14th, the room was entered at 10:09 am by our Housekeeping staff.  The keycard that was given to [redacted] when he checked in was used to enter the room at 12:12 pm, 4:04 pm and 4:13 pm.  We take our security measures seriously along with our staff training on proper housekeeping protocol when cleaning rooms. The reason the Housekeeper asked what [redacted] wanted done in his room is because sometimes Guests only request fresh towels or other supplies.  Because they saw him, they were being courtesy to ask what his wishes were. We apologize that [redacted]'s stay with us was not pleasant but believe we have done everything possible to explain to him that our staff did not take his hat.

Review: I booked a hotel room with Hotel Lancaster on 02/09/2014 for 08/08/2014. I realized there was an error on my reservation that listed me staying at their hotel for four nights and only needed my reservation for two nights. I called on 02/11/2014 and was told that even though my reservation is for nearly six months later and was only processed two days earlier that they would not do anything to change my reservation. Also they already charged my card for the full amount of the four night stay and there would be nothing that they would do to refund me for the additional two nights stay that I will not be staying at their hotel. This means that I am paying twice as much as the nightly rate for a two night stay.Desired Settlement: I would like a refund of the two nights stay at their hotel that I will not be there.

Business

Response:

February 28, 2014 Dear **. [redacted]:We are in receipt of the complaint filed by [redacted] on February 21, 2014 regarding her reservation at The Hotel Lancaster.We researched the Guest's statement of the problem and learned that **. [redacted] made her reservation through our website's online booking system on February 9, 2014 for a stay in our hotel on August 6 - 10, 2014. Her reservation was booked at a "non-refundable/non-cancellation web only rate" (see enclosed copies terms of reservation). **. [redacted] called our hotel on February 11, 2014 to change her reservation dates to August 8 -12, 2014. As a courtesy to **. [redacted], we honored her request to change the dates of stay.If you have any questions or need additional information, please let me know.Thank you.Very truly yours,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The Hotel Lancaster claimed that I called on 2/11/14 to change my reservation from 8/6/14-8/10/14 to 8/8/14-8/12/14. This is not true. I called to change my reservation to 8/8/14 - 8/10/14 and the Hotel refused to change the reservation to reduce my stay.

Regards,