Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I have included copies of the emails that I sent, as well as photos from the hotel, I have two additional ones but this will only allow attachmentsI have never ONCE spoke to you "manager", I was always told that the manager was not in I never cussed out your staff, as that is unprofessional, but I may have slipped a " [redacted] " once or twiceYou said that my husband spoke to the manager, which he never did, and he told the person working at that time that the hotel wasn't clean, and was broken down, which both were not advertised upon check-inYour poor customer service is evidenced by the fact that it took you over a month to respond to this complaint, stating you "just received in the mail" just like you never received any of the emails that I have provided copies of My husband asked for a refund THE SAME DAY and was told that the manager was not in at that time, and was the only one who could do refunds I will be willing to drop this once my card is charged back and I will remove the negative reviews on travel websites of your business This is the most unprofessional way of handing a complaint You must be afraid of confrontation, because you never once told me that you were a manager, whoever working the desk always stated that you weren't in and that you owned several properties in different areas My husband never once stated that there wasn't any issues, obviously why would your employee give us an email address (one of different email addresses I was given.) You are a liar, and everything in this follfrom you is a blatant lieI tried to call back the same evening, to address the manager, but was told he wasn't in on Saturdays My husband had to leave the car show he had a day pass to, because he didn't have somewhere to stay, and wasn't going to be out more money because you refused to return the money to his card This is absolutely absurd You would be time ahead just to refund the money to us Regards, [redacted]
First of all, we apologize for the late reply, we just received this in a mail few days ago. We checked in these guests and in about 45 minutes they told us they wanted to leave for personal inconveniences. They spoke to the manager that day, the guest said he was checking out and did not mention... anything about the room. The manager asked if there was an issue with the room and the guest said there was no issue. The room they were given was clean, otherwise the guest would have complained right away instead of waiting for 45 minutes. They did not bring to our attention their inconveniences otherwise we would have helped. We are sorry they had a bad experience but we do have a 24 hr. cancelation policy we have to follow and we cannot refund anything especially when the guest stayed in the room for almost an hour and used the facility. About the emails, we have not received anything from this guest, otherwise we would have replied. Sometimes, the email will go to spam box which are not usually checked unless brought to someone’s attention. The guest did call hotel many times and cussed out many of our front desk employees as well as the manager himself for not refunding the money back. We were threatened for bad reviews online if we didn’t refund the money back as well as a complaint at the BBB. We love to accommodate all of our guests needs as long as we are made aware of them. If we are not told of anything and next morning guest asks for a refund, it’s hard for us to refund the guest at that time. Same thing with this guest. They did not mentioned anything at the time of check out and then after couple of days we got a phone call from not the guest but guest’s wife demanding a refund. Message history
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.First of all my sister in law's complaints and resolution are separate matters they have details of both in their rebuttal My complaints are as follows:•Towels were dirty towels folded up and reused after the previous guestThe housekeeper admitted that to me Sunday morning.•The noise that he calls from kids at a baseball tournament was actually two grown men arguing using foul language and yelling.•Smoking was going on all night, with nothing being done to stop it which is unacceptable in a property advertised as smoke free.•When we said we would go find a different hotel because of the condition of this one we were told we would be charged anyway because it was after cancellation time.•Blood stains on the shower curtain, when I mentioned it to the desk clerk her response was I could try to find a new one and replace it I didn't feel like waiting another hour to shower so I refused washed up in the bathroom sink and went to bed.For this man to say we stayed without any problems is outrageous The reason we stayed was because we didn't have the money to pay for two rooms, and was not going to pay for a room we didn't stay at His claim that we were there for hours without complaint is garbage because we were at the family get together that we came into town for until 10:pm so we hadn't seen the room until we got there Put yourself in my position and see how secure you feel staying in a place with blood stains on the shower curtain and violence going on next door We asked for a refund to get another hotel within hour of arriving but was refused I am willing to pay only because I made it out of there alive to settle the issue This is my final and only offer at a compromise I never signed anything authorizing them to bill my card so I would hope this would be an amiable offer for the owner Regards, [redacted]
Thank you for giving us the chance to replyWe made these reservations on the phone and when reservations were made at that time the price and cancellation policy both were quoted to the customer, and they agreed to both the policy and the rateThey had little bit of concern, that they have been
paying only plus tax previously, and were explained that this was a weekend price and they agreed to pay $plus tax per night for each room typeAt the time of check in, They wanted to cancel one of the reservation and were told that they will still be charged since it's already past the cancellation timeCustomer decided to take both room keys and stayedEverything was fine in the roomAfter hours customer called the desk and said room next to them is making lot of noiseIt was a busy weekend and we had lots of kids staying with us for baseball tournamentSo to accommodate everyone without any problem, we asked the customers if they would like to move to different room, so they won't have to deal with this noise problem and customer agreed and were move to different rooms When they moved to different rooms, we had no complaints everything was fineAt night they needed some extra towels and coffee packs and girl at the front desk took them what they asked forAt that time they didn't mention anythingThen in the morning at the time of check out, they complained and there was blood on the shower curtain and hallway smelled like smokeWe explained the customer that if anyone was smoking in the room they will be penalize for that because this is a non smoking hotelThey asked the price for Sunday and girl quoted them plus tax and they were like why were we charged plus tax for each night each room when the price is only plus taxAt that time we explained the customer again that weekend prices are different then week day prices and that when they got really upset and wanted to pay only plus taxWe told them we couldn't do thisThey didn't like this and wanted to complaint to Revdex.comThe customer said, that you are going to charge $to the person who was smoking in the room so that means we have already made our money from the other customer and we should give them free roomWe told the customer that this has nothing to with their money and money that we charge when people smoke in the room is to treat that roomThat room has to be out of the system until it doesn't smell like smokeGuest was like it's not my problem and you should just give our money back Since we were not able to do that for the customer, they became really upset and complained Revdex.com for not refunding their money back Which we think is not rightBecause customer has used our services without any problemsFor their inconvenience, Customer was offered 10% discount on their stay but they disagree to do take that and wanted to go through Revdex.com If you have any other questions or concerns please feel free to call us or send us and email Thank you for help in resolving this issue and giving us the chance to tell our side of the conversation with customer Comfort Stay Inn Crossroads Formerly Known, Best Western Crossroads Old Trails Road Indianapolis, IN Ph: 317-353- Management
First of all, we apologize for the late reply, we just received this in a mail few days ago. We checked in these guests and in about 45 minutes they told us they wanted to leave for personal inconveniences. They spoke to the manager that day, the guest said he was checking out and did not mention...
anything about the room. The manager asked if there was an issue with the room and the guest said there was no issue. The room they were given was clean, otherwise the guest would have complained right away instead of waiting for 45 minutes. They did not bring to our attention their inconveniences otherwise we would have helped. We are sorry they had a bad experience but we do have a 24 hr. cancelation policy we have to follow and we cannot refund anything especially when the guest stayed in the room for almost an hour and used the facility.
About the emails, we have not received anything from this guest, otherwise we would have replied. Sometimes, the email will go to spam box which are not usually checked unless brought to someone’s attention.
The guest did call hotel many times and cussed out many of our front desk employees as well as the manager himself for not refunding the money back. We were threatened for bad reviews online if we didn’t refund the money back as well as a complaint at the Revdex.com.
We love to accommodate all of our guests needs as long as we are made aware of them. If we are not told of anything and next morning guest asks for a refund, it’s hard for us to refund the guest at that time. Same thing with this guest. They did not mentioned anything at the time of check out and then after couple of days we got a phone call from not the guest but guest’s wife demanding a refund.
Message history
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First of all my sister in law's complaints and resolution are separate matters they have details of both in their rebuttal. My complaints are as follows:•Towels were dirty towels folded up and reused after the previous guest. The housekeeper admitted that to me Sunday morning.•The noise that he calls from kids at a baseball tournament was actually two grown men arguing using foul language and yelling.•Smoking was going on all night, with nothing being done to stop it which is unacceptable in a property advertised as smoke free.•When we said we would go find a different hotel because of the condition of this one we were told we would be charged anyway because it was after cancellation time.•Blood stains on the shower curtain, when I mentioned it to the desk clerk her response was I could try to find a new one and replace it. I didn't feel like waiting another hour to shower so I refused washed up in the bathroom sink and went to bed.For this man to say we stayed without any problems is outrageous. The reason we stayed was because we didn't have the money to pay for two rooms, and was not going to pay for a room we didn't stay at. His claim that we were there for 4 hours without complaint is garbage because we were at the family get together that we came into town for until 10:00 pm so we hadn't seen the room until we got there. Put yourself in my position and see how secure you feel staying in a place with blood stains on the shower curtain and violence going on next door. We asked for a refund to get another hotel within 1 hour of arriving but was refused. I am willing to pay 39.99 only because I made it out of there alive to settle the issue. This is my final and only offer at a compromise. I never signed anything authorizing them to bill my card so I would hope this would be an amiable offer for the owner.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have included copies of the emails that I sent, as well as photos from the hotel, I have two additional ones but this will only allow 4 attachments. I have never ONCE spoke to you "manager", I was always told that the manager was not in. I never cussed out your staff, as that is unprofessional, but I may have slipped a "[redacted]" once or twice. You said that my husband spoke to the manager, which he never did, and he told the person working at that time that the hotel wasn't clean, and was broken down, which both were not advertised upon check-in. Your poor customer service is evidenced by the fact that it took you over a month to respond to this complaint, stating you "just received in the mail" just like you never received any of the 3 emails that I have provided copies of. My husband asked for a refund THE SAME DAY and was told that the manager was not in at that time, and was the only one who could do refunds. I will be willing to drop this once my card is charged back and I will remove the negative reviews on travel websites of your business. This is the most unprofessional way of handing a complaint. You must be afraid of confrontation, because you never once told me that you were a manager, whoever working the desk always stated that you weren't in and that you owned several properties in different areas. My husband never once stated that there wasn't any issues, obviously why would your employee give us an email address (one of 3 different email addresses I was given.) You are a liar, and everything in this follow-up from you is a blatant lie. I tried to call back the same evening, to address the manager, but was told he wasn't in on Saturdays. My husband had to leave the car show he had a 3 day pass to, because he didn't have somewhere to stay, and wasn't going to be out more money because you refused to return the money to his card. This is absolutely absurd. You would be time ahead just to refund the money to us.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I have included copies of the emails that I sent, as well as photos from the hotel, I have two additional ones but this will only allow attachmentsI have never ONCE spoke to you "manager", I was always told that the manager was not in I never cussed out your staff, as that is unprofessional, but I may have slipped a " [redacted] " once or twiceYou said that my husband spoke to the manager, which he never did, and he told the person working at that time that the hotel wasn't clean, and was broken down, which both were not advertised upon check-inYour poor customer service is evidenced by the fact that it took you over a month to respond to this complaint, stating you "just received in the mail" just like you never received any of the emails that I have provided copies of My husband asked for a refund THE SAME DAY and was told that the manager was not in at that time, and was the only one who could do refunds I will be willing to drop this once my card is charged back and I will remove the negative reviews on travel websites of your business This is the most unprofessional way of handing a complaint You must be afraid of confrontation, because you never once told me that you were a manager, whoever working the desk always stated that you weren't in and that you owned several properties in different areas My husband never once stated that there wasn't any issues, obviously why would your employee give us an email address (one of different email addresses I was given.) You are a liar, and everything in this follfrom you is a blatant lieI tried to call back the same evening, to address the manager, but was told he wasn't in on Saturdays My husband had to leave the car show he had a day pass to, because he didn't have somewhere to stay, and wasn't going to be out more money because you refused to return the money to his card This is absolutely absurd You would be time ahead just to refund the money to us Regards, [redacted]
First of all, we apologize for the late reply, we just received this in a mail few days ago. We checked in these guests and in about 45 minutes they told us they wanted to leave for personal inconveniences. They spoke to the manager that day, the guest said he was checking out and did not mention... anything about the room. The manager asked if there was an issue with the room and the guest said there was no issue. The room they were given was clean, otherwise the guest would have complained right away instead of waiting for 45 minutes. They did not bring to our attention their inconveniences otherwise we would have helped. We are sorry they had a bad experience but we do have a 24 hr. cancelation policy we have to follow and we cannot refund anything especially when the guest stayed in the room for almost an hour and used the facility. About the emails, we have not received anything from this guest, otherwise we would have replied. Sometimes, the email will go to spam box which are not usually checked unless brought to someone’s attention. The guest did call hotel many times and cussed out many of our front desk employees as well as the manager himself for not refunding the money back. We were threatened for bad reviews online if we didn’t refund the money back as well as a complaint at the BBB. We love to accommodate all of our guests needs as long as we are made aware of them. If we are not told of anything and next morning guest asks for a refund, it’s hard for us to refund the guest at that time. Same thing with this guest. They did not mentioned anything at the time of check out and then after couple of days we got a phone call from not the guest but guest’s wife demanding a refund. Message history
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.First of all my sister in law's complaints and resolution are separate matters they have details of both in their rebuttal My complaints are as follows:•Towels were dirty towels folded up and reused after the previous guestThe housekeeper admitted that to me Sunday morning.•The noise that he calls from kids at a baseball tournament was actually two grown men arguing using foul language and yelling.•Smoking was going on all night, with nothing being done to stop it which is unacceptable in a property advertised as smoke free.•When we said we would go find a different hotel because of the condition of this one we were told we would be charged anyway because it was after cancellation time.•Blood stains on the shower curtain, when I mentioned it to the desk clerk her response was I could try to find a new one and replace it I didn't feel like waiting another hour to shower so I refused washed up in the bathroom sink and went to bed.For this man to say we stayed without any problems is outrageous The reason we stayed was because we didn't have the money to pay for two rooms, and was not going to pay for a room we didn't stay at His claim that we were there for hours without complaint is garbage because we were at the family get together that we came into town for until 10:pm so we hadn't seen the room until we got there Put yourself in my position and see how secure you feel staying in a place with blood stains on the shower curtain and violence going on next door We asked for a refund to get another hotel within hour of arriving but was refused I am willing to pay only because I made it out of there alive to settle the issue This is my final and only offer at a compromise I never signed anything authorizing them to bill my card so I would hope this would be an amiable offer for the owner Regards, [redacted]
Thank you for giving us the chance to replyWe made these reservations on the phone and when reservations were made at that time the price and cancellation policy both were quoted to the customer, and they agreed to both the policy and the rateThey had little bit of concern, that they have been
paying only plus tax previously, and were explained that this was a weekend price and they agreed to pay $plus tax per night for each room typeAt the time of check in, They wanted to cancel one of the reservation and were told that they will still be charged since it's already past the cancellation timeCustomer decided to take both room keys and stayedEverything was fine in the roomAfter hours customer called the desk and said room next to them is making lot of noiseIt was a busy weekend and we had lots of kids staying with us for baseball tournamentSo to accommodate everyone without any problem, we asked the customers if they would like to move to different room, so they won't have to deal with this noise problem and customer agreed and were move to different rooms When they moved to different rooms, we had no complaints everything was fineAt night they needed some extra towels and coffee packs and girl at the front desk took them what they asked forAt that time they didn't mention anythingThen in the morning at the time of check out, they complained and there was blood on the shower curtain and hallway smelled like smokeWe explained the customer that if anyone was smoking in the room they will be penalize for that because this is a non smoking hotelThey asked the price for Sunday and girl quoted them plus tax and they were like why were we charged plus tax for each night each room when the price is only plus taxAt that time we explained the customer again that weekend prices are different then week day prices and that when they got really upset and wanted to pay only plus taxWe told them we couldn't do thisThey didn't like this and wanted to complaint to Revdex.comThe customer said, that you are going to charge $to the person who was smoking in the room so that means we have already made our money from the other customer and we should give them free roomWe told the customer that this has nothing to with their money and money that we charge when people smoke in the room is to treat that roomThat room has to be out of the system until it doesn't smell like smokeGuest was like it's not my problem and you should just give our money back Since we were not able to do that for the customer, they became really upset and complained Revdex.com for not refunding their money back Which we think is not rightBecause customer has used our services without any problemsFor their inconvenience, Customer was offered 10% discount on their stay but they disagree to do take that and wanted to go through Revdex.com If you have any other questions or concerns please feel free to call us or send us and email Thank you for help in resolving this issue and giving us the chance to tell our side of the conversation with customer Comfort Stay Inn Crossroads Formerly Known, Best Western Crossroads Old Trails Road Indianapolis, IN Ph: 317-353- Management
First of all, we apologize for the late reply, we just received this in a mail few days ago. We checked in these guests and in about 45 minutes they told us they wanted to leave for personal inconveniences. They spoke to the manager that day, the guest said he was checking out and did not mention...
anything about the room. The manager asked if there was an issue with the room and the guest said there was no issue. The room they were given was clean, otherwise the guest would have complained right away instead of waiting for 45 minutes. They did not bring to our attention their inconveniences otherwise we would have helped. We are sorry they had a bad experience but we do have a 24 hr. cancelation policy we have to follow and we cannot refund anything especially when the guest stayed in the room for almost an hour and used the facility.
About the emails, we have not received anything from this guest, otherwise we would have replied. Sometimes, the email will go to spam box which are not usually checked unless brought to someone’s attention.
The guest did call hotel many times and cussed out many of our front desk employees as well as the manager himself for not refunding the money back. We were threatened for bad reviews online if we didn’t refund the money back as well as a complaint at the Revdex.com.
We love to accommodate all of our guests needs as long as we are made aware of them. If we are not told of anything and next morning guest asks for a refund, it’s hard for us to refund the guest at that time. Same thing with this guest. They did not mentioned anything at the time of check out and then after couple of days we got a phone call from not the guest but guest’s wife demanding a refund.
Message history
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First of all my sister in law's complaints and resolution are separate matters they have details of both in their rebuttal. My complaints are as follows:•Towels were dirty towels folded up and reused after the previous guest. The housekeeper admitted that to me Sunday morning.•The noise that he calls from kids at a baseball tournament was actually two grown men arguing using foul language and yelling.•Smoking was going on all night, with nothing being done to stop it which is unacceptable in a property advertised as smoke free.•When we said we would go find a different hotel because of the condition of this one we were told we would be charged anyway because it was after cancellation time.•Blood stains on the shower curtain, when I mentioned it to the desk clerk her response was I could try to find a new one and replace it. I didn't feel like waiting another hour to shower so I refused washed up in the bathroom sink and went to bed.For this man to say we stayed without any problems is outrageous. The reason we stayed was because we didn't have the money to pay for two rooms, and was not going to pay for a room we didn't stay at. His claim that we were there for 4 hours without complaint is garbage because we were at the family get together that we came into town for until 10:00 pm so we hadn't seen the room until we got there. Put yourself in my position and see how secure you feel staying in a place with blood stains on the shower curtain and violence going on next door. We asked for a refund to get another hotel within 1 hour of arriving but was refused. I am willing to pay 39.99 only because I made it out of there alive to settle the issue. This is my final and only offer at a compromise. I never signed anything authorizing them to bill my card so I would hope this would be an amiable offer for the owner.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have included copies of the emails that I sent, as well as photos from the hotel, I have two additional ones but this will only allow 4 attachments. I have never ONCE spoke to you "manager", I was always told that the manager was not in. I never cussed out your staff, as that is unprofessional, but I may have slipped a "[redacted]" once or twice. You said that my husband spoke to the manager, which he never did, and he told the person working at that time that the hotel wasn't clean, and was broken down, which both were not advertised upon check-in. Your poor customer service is evidenced by the fact that it took you over a month to respond to this complaint, stating you "just received in the mail" just like you never received any of the 3 emails that I have provided copies of. My husband asked for a refund THE SAME DAY and was told that the manager was not in at that time, and was the only one who could do refunds. I will be willing to drop this once my card is charged back and I will remove the negative reviews on travel websites of your business. This is the most unprofessional way of handing a complaint. You must be afraid of confrontation, because you never once told me that you were a manager, whoever working the desk always stated that you weren't in and that you owned several properties in different areas. My husband never once stated that there wasn't any issues, obviously why would your employee give us an email address (one of 3 different email addresses I was given.) You are a liar, and everything in this follow-up from you is a blatant lie. I tried to call back the same evening, to address the manager, but was told he wasn't in on Saturdays. My husband had to leave the car show he had a 3 day pass to, because he didn't have somewhere to stay, and wasn't going to be out more money because you refused to return the money to his card. This is absolutely absurd. You would be time ahead just to refund the money to us.
Regards,
[redacted]