Country Inn and Suites Richmond

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Good morning,
I am writing to say I reject to the business’s responseFirst of all I did not spend time in the hotel on Tuesday because I had military training all dayMy first bill I received, I was charged for three nightsIt was not until the next day that I went back to the hotel and ask that it be removed along with the second nightThey remove the third night but stated the manager was the only one that could take the second night offI was on military orders during the weekI had ask to speak with the manager on Monday, Tuesday, Wednesday, and Thursday only to be told to call in the morning or call backI even tried to catch the manager at the hotel by returning every evening I was dismissed from trainingI was not happy with my stay the first night and no one wanted speak to me about it, so I checked out of the hotel as soon as I was dismissed from military trainingI did not stay in the hotel on the 10th of May and therefore do not believe I should be charged for a stayThe manager kept telling me he is running a businessWhy should a customer pay for something they did not receive? Especially since the manager was nowhere to be found and then refused to refund me for services that I did not receiveYes I am rejecting the business response because I did not receive the service provided

Revdex.com spoke with the businessThis customer was not charged for three nightThe check in took place on the 9th for the 10thThis customer was still checked in on the 10th and was so charged for the 10thThe business is unable to change their check out policy to provide a refund for time spent in
the hotel

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
A resolution was not offered by Country Inn and Suites The representative just provided a very watered down recollection of what happened My written complaint was very detailed of that incident Apparently, the representative did not read my complaint thoroughly because if he or she had read it, they would have known the reason for me not changing rooms and that I called the police for my safety and protection I am not satisfied with that particular hotel simply providing a recap of the incident I offered a reasonable solution in my complaint and the hotel did not mentioned anything that would even come close to a resolution I was nonviolent, I was not disruptive, and I did not even speak harshly or aggressively to the front desk, therefore, kicking me out of the hotel was not called for merely because I had a complaint If this hotel refuse to accept my resolution or offer a comparable one, I feel some type of recourse should happen with this hotel or its manager
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Good morning, I am writing to say I reject to the business’s responseFirst of all I did not spend time in the hotel on Tuesday because I had military training all dayMy first bill I received, I was charged for three nightsIt was not until the next day that I went back to the hotel and ask that it be removed along with the second nightThey remove the third night but stated the manager was the only one that could take the second night offI was on military orders during the weekI had ask to speak with the manager on Monday, Tuesday, Wednesday, and Thursday only to be told to call in the morning or call backI even tried to catch the manager at the hotel by returning every evening I was dismissed from trainingI was not happy with my stay the first night and no one wanted speak to me about it, so I checked out of the hotel as soon as I was dismissed from military trainingI did not stay in the hotel on the 10th of May and therefore do not believe I should be charged for a stayThe manager kept telling me he is running a businessWhy should a customer pay for something they did not receive? Especially since the manager was nowhere to be found and then refused to refund me for services that I did not receiveYes I am rejecting the business response because I did not receive the service provided

I spoke with *** from the businessShe said the customer was there from 1pm to 3pmWhen she arrived she stated there was a cleaning issue in the roomAfter the cleaning was done the customer was not happy and wanted to number to complainThe business offered to move her to a different
room, to let her check out without a fee, and to check with another hotel to move the customer to at their ratesShe declined to move rooms since it was the cleaning she did not like, she didn't want to leave and wanted to numberThe police came and the customer left the hotel

Review: I am an Army Reserve Soldier on orders in Virginia, 9-13 May 2016. A little bit after I got into my room I went to flush to toilet and it proceeded to over flow. When I called down to the front desk, I was told I would have to come down stairs to get the plunger. I did because I had to pee really bad! The lighting in the room was really bad and the refrigerator made a loud buzzing sound all night. Needless to say I didn't sleep very well. I woke up the next morning running late for my training so I was unable to checkout early. The manager was not around to discuss my issues. After training I returned, gathered my belongings and proceed to check out. I was told I could not get a refund because I didn't check out before noon. I was handed a bill which included the 11th on it. The clerk tried to tell me that I was not being charged for the three nights. He proceeded to call the manager and told me to call back in the morning. I did and was told by a female to call back around 11 or 12. I did but the manager was not there. I left my number with the female for the manager to return my call. He never called. I returned again on Wednesday, no manager but I left my number again. On Thursday I returned to find the manager sitting there. I ask about a refund since I did not stay at his facility on Tuesday, he said he could not refund me the charges because he is running a business. He tried to say he was not informed of my issues but I explained to him messages were left for you to returned my call. He proceeded to give a discount on my bill for the first night but charged me for the full amount on the second night. I had to find another hotel to get rest for the remaining time of my orders. I don't feel that I should be obligated to pay for a room I didn't occupy. Please help.Desired Settlement: I wish to be fully reimbursed for the night I didn't not stay at the hotel.

Business

Response:

Revdex.com spoke with the business. This customer was not charged for three night. The check in took place on the 9th for the 10th. This customer was still checked in on the 10th and was so charged for the 10th. The business is unable to change their check out policy to provide a refund for time spent in the hotel.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Good morning, I am writing to say I reject to the business’s response. First of all I did not spend time in the hotel on Tuesday because I had military training all day. My first bill I received, I was charged for three nights. It was not until the next day that I went back to the hotel and ask that it be removed along with the second night. They remove the third night but stated the manager was the only one that could take the second night off. I was on military orders during the week. I had ask to speak with the manager on Monday, Tuesday, Wednesday, and Thursday only to be told to call in the morning or call back. I even tried to catch the manager at the hotel by returning every evening I was dismissed from training. I was not happy with my stay the first night and no one wanted speak to me about it, so I checked out of the hotel as soon as I was dismissed from military training. I did not stay in the hotel on the 10th of May and therefore do not believe I should be charged for a stay. The manager kept telling me he is running a business. Why should a customer pay for something they did not receive? Especially since the manager was nowhere to be found and then refused to refund me for services that I did not receive. Yes I am rejecting the business response because I did not receive the service provided.

Review: On July 1, 2014, I checked into the Country Inn and Suites by [redacted] located on [redacted] The check-in process was hassle free and the front desk lady, [redacted], was polite and courteous. I went to my room and conducted the basic inspections as I normally do when staying at a hotel when I noticed the toilet was not thoroughly clean. It had two brown specks on the seat and a piece of pubic hair. The sink also had some matter directly under the bowl. I could not tell if that was grime or a stain. I called the front desk, told her what I saw and asked if someone could come up to clean it. A gentleman from housekeeping came to my room and although he was polite, he displayed unsanitary housekeeping practices right in front of me. He actually took his bare hands and wiped them around the toilet rim. Then without washing his hands, he touched my door handle to leave the room. He stepped into the hallway to get a rag/towel and a spray bottle with some green liquid in it. He came back into my room and wiped the toilet with the dry rag. I asked if he had any disinfectant to use and if the stuff in the bottle was a disinfectant or sanitizer. He stated "This is for cleaning and deodorizing, all-purpose." He then sprayed some in the air. He then opened the door again to get another lady from housekeeping to come in. She brought in a toilet brush/scrubber sitting inside a large plastic [redacted] cup and sat it down on the bathroom sink beside some of my belongings. The gentleman pointed to the sink and asked me about it. I instantly said "It's fine. Thank you. You may go now. Thank you." When housekeeping left, I called front desk again to explain the unsanitary practices. [redacted] from the front desk asked if I wanted to change rooms or go to another hotel. I told her that is not necessary because I was there on business and did not want to keep moving. I asked if there was someone there higher that I speak to, and she said "no". So I asked if there was a number to call for complaints. She gave the number. There was no incidence between our conversation, she was cordial and professional. So, I went to take a shower and while I was in, I heard someone banging on my door and the hotel phone was ringing. I assumed it was housekeeping again so I yelled out "I'm in the shower". When I was finished I called front desk and [redacted] said the [redacted] was calling me to see if I was checking out and I can go to another Country Inn, but he could not guarantee the rates. I told her that I was not checking out, it was just the sanitation issue with the toilet, and the 800 number will probably just have a form for me to fill out online and they will probably mail me a form. She said okay and the hotel also had forms at the desk. I said okay and I thanked her and we got off the phone. As soon as I went back into the bathroom to rinse the shower down, the [redacted] called my room and told me to get out his hotel. I was shocked! I repeated what he just said to make sure I hear him clearly and he raised his voice said speedily "Get out. I'll give you a full refund. I called to the hotel across the street and they said they had problems with me as well. I want you out! Get out my hotel!" So I said "Let me get this straight. I had a complaint about the toilet and now you are putting me out! That is not right and it is unfair and I have never in my life stayed at the hotel across the street!" He repeated himself even louder and I said "Fine, (the 4-letter "f" word) you". Then I hanged up the phone and proceeded to gather my belongings and get dressed. The [redacted] then came banging on my door and yelled out "I want you to get out." I told him "I'm not dressed, I need to get dressed." He said "Okay". As I was finishing getting dressed, I looked through the peephole and he was still there. That's when I got concerned about my safety and call 911. The dispatcher told me officers were on the way. The [redacted] started banging and yelled for me again, so I called 911 again and dispatcher instructed me to not open the door. I then yelled out to the [redacted] that I called the police. He said "Yes, good. Call them!", and left my door. When the police arrived, I explain the situation and they said unfortunately, there is nothing they can do because the [redacted] can determine who he wants on his property. I asked for them to wait until I checked out before they left and they did. The check out process went smoothly. There was a different lady at the front desk by now, but she and the [redacted] said a refund was issued on my credit card.When went to the [redacted] that is located in front of Country Inn and Suites, they told me that they did not have any rooms available. That is when I noticed a faxed copy of my information from the Country Inn and Suites on the front desk at [redacted]. I inquired about the fax and the front desk representative said he did not know what the fax was about. Now this is only speculation, but it seemed as if the [redacted] of Country Inn and Suites was spreading my name negatively to prevent me from booking a room.I just stayed at this same hotel on June 17, 2014 and did not have any problems. I also have stayed at this same hotel about 3 or 4 years and did not have a problem. Before this incident happen, I liked this particular hotel. This situation is very shocking and upsetting to me. Businesses should not treat customers like this, especially repeat customers.Desired Settlement: Recognition from the [redacted] that he did not handle this matter appropriately and a formal apology. A discount or courtesy stay would also be nice at another location, if possible.

Business

Response:

I spoke with [redacted] from the business. She said the customer was there from 1pm to 3pm. When she arrived she stated there was a cleaning issue in the room. After the cleaning was done the customer was not happy and wanted to 800 number to complain. The business offered to move her to a different room, to let her check out without a fee, and to check with another hotel to move the customer to at their rates. She declined to move rooms since it was the cleaning she did not like, she didn't want to leave and wanted to 800 number. The police came and the customer left the hotel.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

A resolution was not offered by Country Inn and Suites. The representative just provided a very watered down recollection of what happened. My written complaint was very detailed of that incident. Apparently, the representative did not read my complaint thoroughly because if he or she had read it, they would have known the reason for me not changing rooms and that I called the police for my safety and protection. I am not satisfied with that particular hotel simply providing a recap of the incident. I offered a reasonable solution in my complaint and the hotel did not mentioned anything that would even come close to a resolution. I was nonviolent, I was not disruptive, and I did not even speak harshly or aggressively to the front desk, therefore, kicking me out of the hotel was not called for merely because I had a complaint. If this hotel refuse to accept my resolution or offer a comparable one, I feel some type of recourse should happen with this hotel or its manager.

Regards,