Country Inn and Suites

Ms [redacted] made a hotel reservation for an arrival date of 4/22/and departure of 4/23/We guarantee every guest reservation with a credit cardWe have a cancellation period up until 6pm on the same day of arrival, which is an extremely common practice throughout the entire hotel industry This information is also listed on our website, and most extraneous websites we are associated through booking reservationsIt is not common practice at any hotel to include the cancellation time when booking the reservationShould a guest inquire, however, it is always givenAgain, because cancellation procedures are such a common practice in all hotels with the literature listed anywhere online, it is not required to discuss during every reservation booked to the hotel over the phoneFurthermore, I did speak directly with Ms [redacted] At NO POINT did she mention a death in the familyIf this were true, it would be the very first words from her mouthWe have had plenty of guests cancel for such reasons, and they always begin the phone conversation with the details of why they weren't able to stayFor truthful claims of deaths in the family, we are happy to resolve the issue immediatelyMs [redacted] only began to mention this claim in her Carlson hotels corporate complaint against us, and now the Revdex.com in order to cause a scene, in an attempt to reclaim money for her mistake of not cancelling her guest room at the appropriate timeIt is disgusting that she would lie about such a tragedy, and we will not tolerate such behaviorThe evening of her reservation, our hotel was sold out of her room typeWe turned away potential guests from staying at our facility because we had Ms [redacted] 's guest room guaranteed to arriveWe turned away guests traveling for various reasons and revenue in order to accommodate Ms [redacted] 's reservation that was already bookedNo compensation will be permitted to Ms [redacted]

We stayed at the country inn and suites in Helen, Ga. on December 31, 2019. We were charged $240.00 for a regular room. When entering the room we found mold by the window and when we complained they changed our room but stated they were going to rent the room anyway. This has to be a health issue and dangerous to the occupants of the room.

Stayed on Memorial Day weekendWe called the hotel directly to book our rooms and they did not inform us that the pool was broken (a huge reason we booked there as we have small kids)Upon arrival they told us that a repairman was coming to work on the pool and it would be fixed by dinner timeBig surprise, it was never worked on or fixed while we were there! Each shift at the front desk gave the same story to all guests checking inObviously they were told by the manager to give this story so people would not leave and go across the street to the much nicer Hampton Inn My parents room was dirty (hairs in the bed so obviously the sheets were not changed)They were moved to a second room...103...and the refrigerator never worked, the lock on the door was broken, and the air conditioner never cooled the roomWhen they complained the front desk staff was rude and said to my mom, "We knew she would be trouble" Our room seemed okay at first, minus the water damage on the ceiling in the bathroom and missing fan, and missing/blown lights throughout, but once the rain started (tropical depression making land nearby), our room began flooding; water began pouring in the windowThank goodness we planned on leaving early do to the fact that we had no pool and couldn't go to the beach, shopping downtown, or to the outdoor attractions because of the storm We went down to get our free hot breakfast around am and they were not replenishing any of the foodKids couldn't even get cereal because they were out of milkNo staff around to ask about itWe ended up going offsite and spending more money We paid over $200/night (with military discount) for this room and we were robbed because this was the WORST experience I have ever had in a hotelSTAY AWAY!!!! ***, the hotel manager, is worthless and will not do anything when you complain He should be fired for the way he is running this hotel into the ground and telling his employees to lie to customers When my husband spoke to him on the phone today he gave my husband the wrong number to Corporate (hmmmm, notice any similarities to how his employees also act?? Remember an employee also gave my parents the wrong number for Corporate) Save yourself money and time by staying anywhere but here

Good day,I did speak with Mr [redacted] on his issue that morning when he checked out The reason I couldn't do anything about his rate was because I couldn't just go by what the guest told me I had to research with who ever he spoke with, who checked him in and what exactly happened with his reservation If I did this for every guest that say they were over charged without researching or seeing what went on it wouldn't benefit my company I like to be fair to my guests, my employees, as well as my owners I will be contacting Mr [redacted] on this matter I only received one message from Mr [redacted] with was on 2/7/at 12:P.M I got it this morning when I returned to work Thank you, [redacted] ***, General Manager Country Inn & Suites, Meridian, MS

The issue has been resolved with the guest from the Hotel

Here is a picture of ashes on the floor next to the bed from his room the morning of his checkoutThe entire room smelled like smoke which is why the housekeepers brought it to the attention of the front desk staff who in turn notified managementIf the guest is claiming he is not a smoker than maybe it was the woman that was with him during his stay

I did receive a refund and am now satisfied that I received my money backThe only thing is that I should not have had to call twice myself to make sure it happenedI appreciate the resolution [redacted]

Thank you for your letter dated October 26th regarding the above case Although the gentleman concerned made a guaranteed reservation with us and as he stated forgot to cancel it, we gave him a full refund of his moneyHe called the hotel once and nobody in management was able to take his call at that time so he contacted yourselves, our local chamber of commerce and threatened to contact the GovernorAs soon as I received notification that he had contacted us I immediately refunded him and made contact with him to let him know that the refund had been processedHe did say that he would notify all parties that he had contacted to let them know he had received his refund If I can be of any further assistance with this matter please do not hesitate to contact me

I spoke with the company and they stated that the hotel has been cancelled and the consumer would need to go through [redacted] to receive a refund

Country Inn & Suites- Jacksonville, Fl Salisbury Rd location

This was first experience at this hotel and my last. The only things worthy to speak about were the staff(very pleasant) and the location. The hotel has an overwhelming smell of an air freshener to mask the stale odors in the hallway. I don’t know when the carpets were last cleaned...vacuuming is not clean. I was afraid I was going to catch a fungus on my feet. Absolutely filthy carpets in the rooms and hallways. I happened to check all of the floors and the 4th floor had a long stain in the hallway from the time I checked in to the time I checked out. The beds were not comfortable at all, pillows way too soft. I had requested additional pillows however never received them. You get what you pay for! It is awful this hotel is a part of the Raddison. If undercover boss were to come here they would be sadly disappointed. People spend the extra money for another hotel. Needing a facelift inside is an understatement. This location looked liked the neighborhood motel. This place should not be associated with this hotel chain.

Initial Business Response / [redacted] (1000, 5, 2017/05/28) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @yahoo.com Dear ***, Sorry for the bad experience you had with our hotel during your last visit I research the matter on behalf of you that we charged $on your card because you came back to check out more then an hour after check in to the room and you use the Room as we not able to put back in service without Full House keeping cleaning! We normally do not refund any Money back on this kind of Issue! But you was not satisfied and so we refund $out of $back to you We only Refund full money back if you did not used any thing in Room and come back to check out within Minutes of Check in! Again sorry for inconvenience you had because of you found our hotel not up to your satisfaction [redacted] GM

Complaint: [redacted] I am rejecting this response because: The business never contacted me to apologize or inform me of my refundI found out that I had been reimbursed by calling the corporate office againThe management of the business made no effort in trying to fix the problem and therefore, I have no sympathy for them about the way they choose to run a business and treat a costumerIn closing, if I can help someone else avoid getting caught up in the same thing that I did trying to do business with them, then I'm glad that I was able to help someone outThank you Revdex.com for what you have done through this as well Regards, [redacted]

Good day, I did speak with Mr [redacted] on his issue that morning when he checked out The reason I couldn't do anything about his rate was because I couldn't just go by what the guest told me I had to research with who ever he spoke with, who checked him in and what exactly happened with his reservation If I did this for every guest that say they were over charged without researching or seeing what went on it wouldn't benefit my company I like to be fair to my guests, my employees, as well as my owners I will be contacting Mr [redacted] on this matter I only received one message from Mr [redacted] with was on 2/7/at 12:P.M I got it this morning when I returned to work Thank you, [redacted] ***, General Manager Country Inn & Suites, Meridian, MS

Dear *** We received you complaint (id ***) letter from Mr*** * *** on Jan 19th 2018. While this case we found following facts for the guest.1.) *** * *** was occupying room rented by *** *** on the night of Jan 9th for night.2.) *** *** was assigned
Room *** and she checked in the hotel around 5:pm on Jan 9th She paid cash for the total amount pf $in advance at check inDurung the check in process there was no male present and she was all by her self. 3.) On the late night of Jan 9th 2017, our front desk agent noticed multiple people going out of the room ***Upon investigation both front desk persona and the manager on duty quickly realized that there was somebody smoking marijuana in the room and the hallway smelled heavily of it smellThe Manager on duty went directly to the room and knocked the doorThe door was answered by an unregistered male and wouldn't give straight answers about Ms*** *** presence in the roomHe was advised to report to front Desk immediately. 4.) the male arrived at Front Desk argued with Front Desk clerk and Manager on Duty that *** was not in the room and he did not know her whereaboutsmanager on Duty immediately took action and told him to vacate the room in minutes due to marijuana however he refused to leave. 5.) During that time the front desk dialed and seek helped for *** Police DepartmentDuring those min the two men occupying Ms*** *** room *** left without the confrontation of Police and were no where to be found. 6.) The Police made sure that the room was safe and so was the hotel's parameter. 7.) on the morning of January 10th our front desk received a phone call from this person named *** who claimed to be owner of the roomHotel again asked the contact info for *** ***, however he refused to provide that info to the hotelat this point the guest in room *** were under violation of Hotel's smoking policy and were subject to $ fine which was clearly explained to *** at the time of check-in. 8.)*** threatened hotel that he left some DVD's in the room and he will be coming to pick them upHotel refused to help to help Mr*** explaining him that he was not the original guest and without ***'s approval he is not entitled to any left belongings in the room. 9.) *** who was smoking marijuana in the room refused to pay $smoking fine because he was not the register owner of the room However he is claiming ownership for the room for the DVD's which is very strangely understood by Hotels's management. Attached we are proving you the signed registration copy of ms*** *** for Room *** during her stay for Jan for one nightAlso attached is the log report by the Front Desk employee *** *** outlined the incident from the night. We request *** to over look case thoroughly and make their decisionMr *** *** is constantly manipulating his story and an addict for drugsHe refused to resolve the matter in front of *** Police department and now he wants to paint a wrong picture for the business which is completely unethical and unlawful. Any questions or concerns can be forwarded to my contact information belowWe appreciate your valuable time for looking into this issueHave a great day ahead! Sincerely,*** ***General managerPH ***Fax: ***

Complaint: ***
I am rejecting this response because: The business never contacted me to apologize or inform me of my refundI found out that I had been reimbursed by calling the corporate office againThe management
of the business made no effort in trying to fix the problem and therefore, I have no sympathy for them about the way they choose to run a business and treat a costumerIn closing, if I can help someone else avoid getting caught up in the same thing that I did trying to do business with them, then I'm glad that I was able to help someone outThank you Revdex.com for what you have done through this as well
Regards,
*** ***

Ms*** and Mr*** checked in on 10/29/They came down to the lobby at apx 2:30AM, screaming that they had been bit by bed bugsWe take such accusations very seriously. As we are NOT trained Pest Control specialists, we rely on their verification before we take action in refunding
guests with full compensation. The amount that the guests are seeking is actually only $121.87, and not $To which, this guest will not receive compensation. The guests came down to the lobby screaming at the Guest Services Agent at the Front DeskWe explained to them that they were welcome to seek out another hotel, however, we would not be able to verify a full refund until at least Monday after we contacted our Pest Control Specialists to inspectThe guests began screaming in profanities and demanding a refund before leaving the hotelThe guest paid using a MasterCard Debit or Credit Card, to which the authorization had already taken hold on the fundsReleases of such funds would not have even been possible per regular bank transient times until Monday if their bank allows manual release of authorizations per their own policies.Additionally, both Mr*** and Ms*** had children with them, bringing their party up to persons (This was unknown until all of their party was down in the lobby at 3amEarlier Camera footage shows them sneaking the kids in through the side entrance - so that they could avoid purchasing multiple guest rooms)The room that they rented only had a Fire Code Maximum Persons of peopleMr*** and Ms*** violated that code by persons. We take very serious steps to secure the safety of our guests of the hotelWhen a guest begins aggressively screaming, and especially in profanities at the Front Desk (to which both Mr*** and Ms*** were doing in our lobby at 3AM), and then on the phone to the GM, myself, at 3AM, we cannot predict what else they may be capable ofWe asked them to leave at that point, and they refusedWe then contacted our local police and requested that they be removed from our facilityThis was recorded on the 9-1-call. These guests have been added to our DO NOT RENT LIST due to jeopardizing the safety of our staff and employeesNo compensation will applyDue to the circumstances, we can only deduce that these guests were being untruthful from the moment they entered our facility

We have refunded you the money for the night you were not here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Ms*** made a hotel reservation for an arrival date of 4/22/and departure of 4/23/We guarantee every guest reservation with a credit cardWe have a cancellation period up until 6pm on the same day of arrival, which is an extremely common practice throughout the entire hotel industry
This information is also listed on our website, and most extraneous websites we are associated through booking reservationsIt is not common practice at any hotel to include the cancellation time when booking the reservationShould a guest inquire, however, it is always givenAgain, because cancellation procedures are such a common practice in all hotels with the literature listed anywhere online, it is not required to discuss during every reservation booked to the hotel over the phone Furthermore, I did speak directly with Ms***At NO POINT did she mention a death in the familyIf this were true, it would be the very first words from her mouthWe have had plenty of guests cancel for such reasons, and they always begin the phone conversation with the details of why they weren't able to stayFor truthful claims of deaths in the family, we are happy to resolve the issue immediatelyMs*** only began to mention this claim in her Carlson hotels corporate complaint against us, and now the Revdex.com in order to cause a scene, in an attempt to reclaim money for her mistake of not cancelling her guest room at the appropriate timeIt is disgusting that she would lie about such a tragedy, and we will not tolerate such behavior The evening of her reservation, our hotel was sold out of her room typeWe turned away potential guests from staying at our facility because we had Ms***'s guest room guaranteed to arriveWe turned away guests traveling for various reasons and revenue in order to accommodate Ms***'s reservation that was already booked No compensation will be permitted to Ms***

Ms*** and Mr*** checked in on 10/29/They came down to the lobby at apx 2:30AM, screaming that they had been bit by bed bugsWe take such accusations very seriously. As we are NOT trained Pest Control specialists, we rely on their verification before we take action in refunding
guests with full compensation. The amount that the guests are seeking is actually only $121.87, and not $To which, this guest will not receive compensation. The guests came down to the lobby screaming at the Guest Services Agent at the Front DeskWe explained to them that they were welcome to seek out another hotel, however, we would not be able to verify a full refund until at least Monday after we contacted our Pest Control Specialists to inspectThe guests began screaming in profanities and demanding a refund before leaving the hotelThe guest paid using a MasterCard Debit or Credit Card, to which the authorization had already taken hold on the fundsReleases of such funds would not have even been possible per regular bank transient times until Monday if their bank allows manual release of authorizations per their own policies.Additionally, both Mr*** and Ms*** had children with them, bringing their party up to persons (This was unknown until all of their party was down in the lobby at 3amEarlier Camera footage shows them sneaking the kids in through the side entrance - so that they could avoid purchasing multiple guest rooms)The room that they rented only had a Fire Code Maximum Persons of peopleMr*** and Ms*** violated that code by persons. We take very serious steps to secure the safety of our guests of the hotelWhen a guest begins aggressively screaming, and especially in profanities at the Front Desk (to which both Mr*** and Ms*** were doing in our lobby at 3AM), and then on the phone to the GM, myself, at 3AM, we cannot predict what else they may be capable ofWe asked them to leave at that point, and they refusedWe then contacted our local police and requested that they be removed from our facilityThis was recorded on the 9-1-call. These guests have been added to our DO NOT RENT LIST due to jeopardizing the safety of our staff and employeesNo compensation will applyDue to the circumstances, we can only deduce that these guests were being untruthful from the moment they entered our facility