Country Inn-Sonora

Guest [redacted] made reservations for roomsGuest tried to cancel past hours deadline, cancellation was told to her by hours by pm day before arrival Guest has been charged for roomsCancellation charge is 100% chargeable This guest posted bad review not telling the correct story that she cancelled too late, on our Facebook page.We are not going to respond to her thoughtless rude bahaviourShe only yelled and screamed at the hotel clerk and the managerShe is in the wrong, you do not make reservations if you are not going to abide by the cancellation policyHer husband was very understanding and knew that it was too late to cancel these reservationsWe are not going to refund any chargesGuest has been charged for rooms for cancelling her reservations just because of her carelessness for booking at another hotel alsoManagerGm [redacted]

Guest [redacted] made reservation for roomsGuest tried to cancel past hour deadline, cancellation was told to her by ours by 4:00pm day before arrival.Guest has been charged for rooms, cancellation charge is 100% chargeableThis guest posted bad review not telling the correct story that she cancelled too late, on our face book pageWe are not going to respond to her thoughtless rude behaviorShe only yelled and screamed at the hotel clerk and the managerShe is in the wrong, you don't make reservations if you are going to abide by the cancellation policyher husband was very understanding and knew that it was too late to cancel these reservationsWe are not going to refund any chargesGuest has been charged for rooms for cancelling her reservations just because of her carelessness for booking another hotel alsomanager and gm [redacted]

I am rejecting this response because:I was never told of the cancellation policy when the reservation was madeI tried to call and correct the situation, but I was the one who was yelled at and verbally abused I have never been treated so poorly by anyone in my life I did give poor reviews after that encounter, as I am allowed to do as a dissatisfied customer If you (Revdex.com) take some time to review the numerous other postings from other patrons that have experienced similar situations from this establishment, I'm sure you will be able to reasonably see that this business has poor business practices There are numerous hotel review websites that have similar stories Since I was not made aware of the cancellation policy, and there is no recording, email, website or written correspondence of the said policy, charging my credit card is unacceptableThank you Revdex.com for your time and effort

Guest [redacted] made reservations for 3 rooms. Guest tried to cancel past 24 hours deadline, cancellation was told to her by 24 hours by 4.00 pm day before arrival Guest has been charged for 3 rooms. Cancellation charge is 100% chargeable This guest posted bad review...

not telling the correct story that she cancelled too late, on our Facebook page.We are not going to respond to her thoughtless rude bahaviour. She only yelled and screamed at the hotel clerk and the manager. She is in the wrong, you do not make reservations if you are not going to abide by the cancellation policy. Her husband was very understanding and knew that it was too late to cancel these reservations. We are not going to refund any charges. Guest has been charged for 3 rooms for cancelling her reservations just because of her carelessness for booking at another hotel also. ManagerGm [redacted]

Guest [redacted] made reservation for 3 rooms. Guest tried to cancel past 24 hour deadline, cancellation was told to her by 24 ours by 4:00pm day before arrival.Guest has been charged for 3 rooms, cancellation charge is 100%  chargeable. This guest posted bad review not telling the correct story that she cancelled too late, on our face book page. We are not going to respond to her thoughtless rude behavior. She only yelled and screamed at the hotel clerk and the manager. She is in the wrong, you don't make reservations if you are going to abide by the cancellation policy. her husband was very understanding and knew that it was too late to cancel these reservations. We are not going to refund any charges. Guest has been charged for 3 rooms for cancelling her reservations just because of her carelessness for booking another hotel also. manager and gm[redacted]

Review: My wife, [redacted], and I are seniors, 61 and 63 years old. We planned to visit Yosemite National Park, so we went to the [redacted] website of hotels. We also looked in the Tour Book of [redacted]. After browsing, we choose the Country Inn Sonora, located in Jamestown, California. Because they advertised a continental breakfast, air conditioning, and a pool, we paid through the [redacted] website for everything.

We arrived on 6/22/14 at 8:20 p.m. form Fairfield and we checked in. We wanted to eat nearby and we asked the young woman who checked us in if any restaurants were still open. She advised us that we should call ourselves to find out (going all the way back to our room and paying 49 cents for a local call), but I insisted and , very hesitantly, she finally called to the restaurant for us. Not much courtesy service here!!

On the second day, 6/23/14, we were very enthusiastic to start our trip so, at 7:30 am, I went to get our "continental breakfast" in the lobby. It was in the corner behind a small table (3 X 1 feet). One of the employees was making mini pancakes, only two for each guest. This employee was saying to the guests that "you are allowed only one danish and one cup of coffee". Next to that table, there was another table with two containers of dry stale cereal with 1 coffee pot and one gallon of milk on it and some apple juice. I was very uncomfortable with this experience. I returned to my room and made comments to my wife. I heard two or three other guests saying that they felt the same way, but nobody said anything.

On the third day, 6/24/14, at 9:am, after taking a single danish and cup of coffee for me and small cup of cereal for my wife, I asked the maid, who was cleaning the room next door to ours, for a plastic bag for my dirty clothes. The maid informed me that they are not allowed to give anything (soap, towels, plastic bags, etc.) and I must go to the Lobby and ask the OWNER. So I went to ask and, once inside the Lobby, I saw a lady behind the Lobby counter. As soon she saw me, in a loud and high voice, she said to me that the "continental breakfast is over." When I said that "your advertising is false because on mini danish, and two tiny pancakes are not a continental breakfast", she had the audacity to get very upset and shouted to me "YOU SHOULD NOT BE HERE" and "YOU SHOULD LEAVE THE PREMISES IF YOU DON'T LIKE IT". I said that I cannot do that because everything is already paid for. I left the lobby because this owner was screaming more things, and insulting me.

On day four, 6/25/14, it was time to check out, so, at 11"30 am, my wife went to the lobby to return the door key cards and check out. The same woman, that yelled at me the day before, was at the Lobby counter but refused to give my wife a receipt for our hotel stay and said that if we wanted a receipt, that we would have to get in touch with the [redacted] website and get one from them. She said she does not give receipts. She was again very rude and inhospitable.

One more thing, this hotel has beds which are on a wooden frame. The frame is considerably larger than the mattress and we were hitting our knees and legs the whole time we were there. This is very dangerous, especially at night as someone could hit the frame and fall down, possibly injuring themselves or even hitting their head and requiring a trip the the Emergency Room.

Also, there was no elevator to the second or third floors so, in order to use the pool, you had to take your car, drive around to the back of the hotel and park in the parking lot there to use the pool. If you had luggage, you had to drag it up the outside stairs to the second and third floors. We say many people doing this an complaining out it.

The only staff members that were nice and courteous were the maids who cleaned the rooms but they seemed scared of the owners.

Because of all this, we are requesting to your organization to control this type of business and make sure that they comply with the law and rules of the city and state. This hotel needs to have staff that are courteous, knowledgeable and have some grasp of what the "hospitality" part of running a hotel should be.Desired Settlement: We feel that because of this bad service and experiences, we should get a refund of our stay there. This hotel should not be allowed to perpetuate this type of behavior and false advertising.

Business

Response:

Guest is not entitled to any refunds because we offer a light continental breakfast, our statements say just that. if the guest was not happy with our light complimentary breakfast, he could have gone to a breakfast cafe nearby.

Review: Sent me an email threatening me to remove a review I posted or they would seek legal action. My review was my true and honest opinion and her email alone shows how they treat customers. They have no right to violate my first amendment freedom of speech. If you wish to read that email I will be happy to provide it. Respectfully, [redacted]Desired Settlement: Full refund and I only request it because she sent me a threatening email. I would also like an apology from her and the Hotel owner. I seriously doubt I will get any of that but ... I do feel strongly the establishment should know to provide some training on better customer service for their managers. I also feel even more strongly about providing a safer bed to sleep in. The mattress is a single layer pad OUCH very un comfortable.

Business

Response:

This guest is not entitled to any refunds. We had every right to ask the guest to take down a review that he simply wrote because early checkin of 8 am was not allowed as he refused to pay a charge for early checkin fee of 30.00.

His room rate was 59.00 for checkin at 4.00 pm, although we still did an early checkin of 1.52 pm- at no additional charge.

Please kindly let the guest know that no refunds are available. Guest stayed at the hotel for one night, if he was too unahppy he would have assured us to know about this during his stay, when in fact he did not inform of such complaint. The internet sites are the ones that have the review up simply because this guest allowed it to be.

Some of his comments are untrue and this is why we asked he take down the review.

Business

Response:

This guest is not entitled to any refunds. We had every right to ask the guest to take down a review that he simply wrote because early checkin of 8 am was not allowed as he refused to pay a charge for early checkin fee of 30.00.

His room rate was 59.00 for checkin at 4.00 pm, although we still did an early checkin of 1.52 pm- at no additional charge.

Please kindly let the guest know that no refunds are available. Guest stayed at the hotel for one night, if he was too unahppy he would have assured us to know about this during his stay, when in fact he did not inform of such complaint. The internet sites are the ones that have the review up simply because this guest allowed it to be.

Some of his comments are untrue and this is why we asked he take down the review.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: On February 27,my wife had a reservation to stay at the Country Inn of Sonora. Upon arrival, she checked in and before he gave her the room key, he put a form in front of her and told her she had to sign it. This form stated that if she said anything negative about the hotel in a public forum he could sue her. Not knowing what to do,and being a female traveling alone, she signed it. Is this even legal??? She then went to the room, but fearing for her safety, she called me and I told her to leave immediately. She then left and went to another hotel in Sonora where she was treated with kindness and felt safe. The hotel manager at Country Inn treated my wife horribly, and disrespectfully.Desired Settlement: First of all, I would like to know if what he did is even legal?Secondly, I would like a refund due to my wife fearing for her safety an feeling the needing to get another hotel.

Business

Response:

In regards to the [redacted] reservation, there is no refund do to the fact we have all our guests sign a registration card at checkin.

The registration card is definetely requiring to have a signature at arrival and departure dates as well as hotel disclosure details include any smoking in the non smoking room will be extra charge, and also the reviews disclosure. The hotel diclosure and therefore, if the guest did not wish to stay here she did checkin at her own will without any complaint, the guest the room was used if she moved to another hotel our room would have been clean and nothing touched but this was not the case. Also the front desk staff was not ever informed of her departure on same day. The housekeeping made up the room the next morning and at 10.29 am, she turned her keys into Beverly our front desk 28th just as her departure date states.

Manager was never rude or disrespectful, if we were such as this, we would not be in business for too long. He simply explained what the disclosure meant and the guest had no issues signing it.

The reservation is paid for services rendered and room which she made complete use of.

Guest is not entitled to any refund.

Consumer

Response:

I am rejecting this response because:

First, I am not sure I understand the response from the Country Inn of Sonora.

The facts are:

My wife was traveling alone. Upon check-in a gentlemen was very intimidating to my wife. He forcefully stated in order to stay at the motel she MUST SIGN an agreement that she could not make any complaints about the motel, and furthermore if she did, the motel would take legal action against her.

She was frightened and upon arrival at the room called me (her husband). She said she did not feel safe and wanted to leave the motel and wanted my opinion. I instructed her that if she felt unsafe or threatened, she should leave immediately. She did leave. Her time in the room is estimated at less than 10 minutes. She in no way altered the room, except using the toilet - and clearly did not leave any evidence of toilet usage. If anyone suggests the room had been slept in, or the bed was soiled or used in any way, that would not be accurate. She did not return to the motel - period. Records made by the motel different from this would be inaccurate. Since the person checking her in made her fearful she made no attempt to complain or otherwise confront this person.

I would ask a simple question; if this was your wife or spouse in this situation, what would you do? I am confident you would tell them to leave immediately just as I did. It takes courage to file a complaint against a business or person making this type of threat.

Sincerely,

Review: The hotel charged my debit card when I made sure they knew I was paying cash. The accepted my cash AND charged my debit card, I was double charged!

When chexking in to the Country Inn, I explained to the attendednt that id be paying cash for my room. She said fine, but to hold the room, they needed a credit card. I asked her if she woukd be charging my credit card, and she said no. I then went in the next morning to pay in cash for my room. That afternoon, I later found out, they had also charged my credit card, so that I was doubke billed. I called the hotel, and explained the peoblem, and the manager, [redacted] told me that its just to bad, he could do nothing about it. That I have to wait tfor the hold on my card for 3-5 business days. Then was tokd to contact my bank and handle it thru them. He could have easily fixed the problem, but choose not to. I WILL NEVER STAY OR SUGGEST ANYONE STAY IN THE MOTEL!!!Desired Settlement: I need a refund of $97.80 now! Not in 3-5 businezs day

Business

Response:

Business' Initial Response

Company states that according to their records an authorization was placed on the consumer's card at check in. At check out the consumer paid cash and the authorization was voided.

Review: I booked a hotel reservation at this hotel, however the DAY BEFORE we were supposed to check in we called to cancel the reservation. I was told we were past some 4:00 cutoff and that I would be charged a night for every room on the reservation. When I booked the room I was not told of this 'supposed' 4:00 cutoff. I was also not provided any written information and as of today when this dispute is taking place there is no information of such a policy on their website either. I called to discuss this with the manager and she was verbally abusive and nasty. She called me a liar, screamed at me, told me I would never get any money back, because she had my cc number and could charge whatever she wanted. I was interuppted numerous times as she would not listen to my reasoning. She told me that she 'knew her employee told me about the 4:00 cutoff' but I explained to her that she has no way of 'knowing' if she wasn't on the phone. Without some proof, contract, written agreement what she is doing here is FRAUD.I called my credit card company and within a one minuet time period she made three consecutive charges for a total of $260.67. If you look at this hotel's history on Revdex.com you will see as I did that this is a repetative problem. This needs to stop. We travel all over the country and I have never been talked to so nasty, called a liar, screamed at and stolen from. This is disgusting business practices.Desired Settlement: I want a full refund in the amount of $260.67. I have also called my credit card company and they are assuring me that they will help me fight this if the owner does not resolve on her own, as they agree this too is fraudulant.

Business

Response:

Guest [redacted] made reservations for 3 rooms. Guest tried to cancel past 24 hours deadline, cancellation was told to her by 24 hours by 4.00 pm day before arrival Guest has been charged for 3 rooms. Cancellation charge is 100% chargeable This guest posted bad review not telling the correct story that she cancelled too late, on our Facebook page.We are not going to respond to her thoughtless rude bahaviour. She only yelled and screamed at the hotel clerk and the manager. She is in the wrong, you do not make reservations if you are not going to abide by the cancellation policy. Her husband was very understanding and knew that it was too late to cancel these reservations. We are not going to refund any charges. Guest has been charged for 3 rooms for cancelling her reservations just because of her carelessness for booking at another hotel also. ManagerGm [redacted]

Consumer

Response:

I am rejecting this response because:I was never told of the cancellation policy when the reservation was made. I tried to call and correct the situation, but I was the one who was yelled at and verbally abused. I have never been treated so poorly by anyone in my life. I did give poor reviews after that encounter, as I am allowed to do as a dissatisfied customer. If you (Revdex.com) take some time to review the numerous other postings from other patrons that have experienced similar situations from this establishment, I'm sure you will be able to reasonably see that this business has poor business practices. There are numerous hotel review websites that have similar stories. Since I was not made aware of the cancellation policy, and there is no recording, email, website or written correspondence of the said policy, charging my credit card is unacceptable. Thank you Revdex.com for your time and effort.

Business

Response:

Guest [redacted] made reservation for 3 rooms. Guest tried to cancel past 24 hour deadline, cancellation was told to her by 24 ours by 4:00pm day before arrival.Guest has been charged for 3 rooms, cancellation charge is 100% chargeable. This guest posted bad review not telling the correct story that she cancelled too late, on our face book page. We are not going to respond to her thoughtless rude behavior. She only yelled and screamed at the hotel clerk and the manager. She is in the wrong, you don't make reservations if you are going to abide by the cancellation policy. her husband was very understanding and knew that it was too late to cancel these reservations. We are not going to refund any charges. Guest has been charged for 3 rooms for cancelling her reservations just because of her carelessness for booking another hotel also. manager and gm[redacted]