Comfort Inn Landmark

June 12, 2015Dear [redacted] ***,We are in receipt of your letter regarding [redacted] 's complaint and appreciate your notification. There are errors in his outline of the events surrounding his inconvenience, so I’ve attached some supporting details which should clarify that the hotel made... reasonable effort to remedy the matter,Feel free to contact me at the number or address listed below if you have any further requests relating to this matter.Regards,Ian H.General Manager

June 12, 2015Dear [redacted],We are in receipt of your letter regarding [redacted]'s complaint and appreciate your notification. There are errors in his outline of the events surrounding his inconvenience, so I’ve attached some supporting details which should clarify that the hotel made...

reasonable effort to remedy the matter,Feel free to contact me at the number or address listed below if you have any further requests relating to this matter.Regards,Ian H.General Manager

Review: Stay was 4/28/13-4/30/13 Confirmation/Reservation(CORRECT DATES) showed 4/28/13-5/1/13. Business conference scheduled in the area. Check in was good on that Sunday 4/28/13. 1st problem 4/28 "Phone did not work" and "Refrigerator not working properly" Took a couple of hours before maintenance came to fix the problems, in which they did. Day 2 4/29 Guest got ready to take shower and prepare for day there is "No Water". Contacted front desk and they stated that a pipe had burst and they were in the midist of trying to repair it. No one contacted the guest to inform them that there would be no water for whatever hours there would be no water. In other words the water was turned off without notifying the guest! Then once the water came on much later on in the day there was no "NO HOT WATER". This went on for a couple of hours as well. FInally water became luke warm . Lateron that evening I went downstairs and requested to talk with the General Manager on duty to express my concerns regarding the issues that had come up in the 2 days of being on the property. General Manager "[redacted]". She told the front staff member to tell me "She does not have time to talk to me"! I again asked to inform her that I was a guest here at Comfort Inn and I really wished to speak with her regarding the bad experience I was having. Again she said she was too busy to talk to me. She acutally walked out of her office looked and me and did not show any type of ackowledge toward me! Her office was there at the desk so she could acutally here my conversation with her staff member. I ask the staff member if there was anyone else that was willing to talk with me and he stated no. I asked for the owner of the property and he stated that he does not have that information and she would not give the information. The front desk staff did give me the customer service relations phone number to make the complaint with. I took the number and left to go back to myroom. I did call choice hotel and make a complaint with them regarding this issue. The representative stated to me to make sure I call back once I check out of the hotel so there would be and their exact terminology was "so there would be no repercussions against me." 4/30 All of a sudden my reservation gets screwed up. Comfort Inn stated that my reservation was to be out on 4/30 and not 5/1. Here I am getting bascially "Kicked Out of the hotel" and no where to go. I gave them my reservation number and showed them my acutal reservation and all they could say is their system shows that I had to be by noon on 4/30. Again I asked to talk with the General Manager on Duty "[redacted]" and once again she came out with the most terrible customer service and looked up my reservation information and stated she does not know what happen, walked away from staff and guest and went back into her office. She left front desk staff to deal with the issue and the only thing they could tell me is I don't know what happen, I see you have the reservations for 4/28-5/1 but we have a full house and we have nothing for you because all information in the system showed check out day 4/30/13 noon. I have all paperwork to show as back up and not to add the fact that one of the papers they (COMFORT INN) show had my information but someone else initals and signuature on it and I also pointed that to them . It was like they ignored that! There thing was my reservations were checking in on 4/28/13 and checking out on 4/30/13. WRONG!!!!!! I was actually thrown out of the hotel at check out and no where to go !!! No reservations anywhere else.Desired Settlement: I would like a formal written apology from the General Manager"[redacted]" regarding this incident andthe customer that was presented before me . I would also like the name and telephone number of the President/Owner of this particular hotel chain. (COMFORT INN_LANDMARK) I would also like to include a free complimentary 3 night stay with any Choice Hotel chain franchise at any location that I choose to be used at a later date. I will also like to include that Laura Lee and all her staff receive some type of customer service training.