Country Inn & Suites by Carlson, Milwaukee Airport, WI

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
 The reservation was for my son jason quantro-plaga

My hallway in the hotel on first floor smelled like pot.  I walked up to the room 110 and the whole door way smelled like pot. I knocked on the door and said the hallway and your door smells like pot.  I walked in he had his window open and it create a vacuum to suck the air from the room...

into the hallway.  I had guests on the first floor complain and the maint man is the one who said it smelled like pot.  We checked someone into the room about the guest and they said the room smelled like pot because the bathroom vents are connected and when they run the bathroom vent it sucks the air up into other rooms.  I been at this hotel for years and when a room smells like smoke and the guests has the window open when its 30 degrees out side the guests is smoking in the room.  I asked the desk on 2nd shift to check the room later.  She called me at 10 pm last night and said the hallway smells and guests are starting to complain about the smell.  I asked her to go check room 11o and she said it smelled like pot.  I told her that when the guest was in the pool becaseu he requested to be near the pool to go in his room and check if it smelled like pot.  She called back and said it smelled in his room of pot and I told her to charge the guest.  This morning I was speaking with him about the charge of smoking and it was going fine tell he started to use not so nice words so I walked away.  He was being rude to the desk staff on 3rd shift 1st.  I over heard the guest talking to the guest saying the manager was a dick and that he wishes I would die.  So there is no need for me to help this guest when he broke the rule treats the staff bad and wishes I would die.  Guest that get caught smoking are always unreasonable.  I told him that if he thought it was not right to call his credit card company to dispute the charge but I am not removing the smoking fee from his bill.  The guest was smoking in the room and he forgot to mention were he was swearing at the 3rd shift employee being rude to the 1st shift girl working and swearing while talking to me calling me a dick and wishing to the desk girl Halie that the manager should die.  So I cannot refund when he was smoking in the hotel and acting in that manor toward me and my staff. This is the exact statement that was submitted to corp when the guest called them and complained about the same thing. Thanks! Ryan GM    [redacted] General ManagerCountry Inn and Suites-Milwaukee Airport6200 South 13th StreetMilwaukee, WI 53221Phone:(414)-762-6018Fax: (414)[email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the of offer reviewed appear below.  
Three people were biiten! Refund roon money. I had 2 professionals come to my home and receipts to prove it and picture of bit marks on my daughters arm. I've been stating from the beginning about professionals inspecting my home. There was no professional that came there. You had building people that work for hotel check. Refund room rate and tax![To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

The guest Rodrick Boyce stayed with us showing the registration card and on the page where the guest was billed for smoking in the Hotel on their bill.

I written in response to [redacted] reservation with us on 10-8-16.  The guest checked in with one of the front desk clerk working that day.  About a hour after the guest checked in...

a gentleman came to the desk and asked to speak with a manager.  He said the pool was crowded and his baby was almost hit by a ball the guest were throwing around in the pool.  I told the guest I would go in the pool to take care of the situation with the pool being busy on a weekend and being almost sold out and having 15 rooms booked with a baseball team that was staying with us as well.  He said he didn't want to stay and would like to check out.  Sense this is the first time talking with the guest I had to review the reservation and the situations so it did take some time to figure out if I could check them out with out charging a guest based on how they booked the room.  I went to check the room after looking at there reservation and how the booked the room.  Once I saw the reservation was booked through the hotel I could offer no charge to check them out.  I then went to check the room for to make sure I could re rent the room to someone else based on the conditions.  There was stuff that was used and I did have to spend 15 min cleaning and replacing towels and soaps.  I went back to the desk and told the gentlemen Sure I'm sorry and could offer to check you out with no charge. 
In order to check in the hotel we have run the credit card or debit card for the full room and tax of the guests stay witch was $113.95.  There card was a debit card which can take 7 - 10 day for the authorization amount to go back into there account.  I did not charge the guest for anything and checked them out.  Once the guest was check out the amount being held is by the bank and not the hotel.  I don't have any control over the refund once the guests checked out. Its the banks policy at that point.  [redacted] at the desk did take all the info the bank request to get the authorization amount removed from there account.  So [redacted] told me she took all the guest info down the banks requested and faxed all the doc over to the bank so they could take care of the guest hold of there money.  [redacted] told me both times she faxed the info to the banks fax number it went through both times.
 
Later on that day Evelyn called back to the hotel and I answered and she was saying the bank never received any info or fax from us.  Evelyn was looking for answers why her fax didn't go through.  When she called me [redacted] was not at work anymore so I had to call [redacted] to see were the info for the fax was and she said the fax went through 2 times good with all the info requested by Evelyn and the bank and after that she shredded all the info because it was guest personal info.
 
We did have a full hotel and a busy pool and was sorry that they could not enjoy the pool and decided to check out which I agreed to at no charge to the guest.  The money being held is a authorization and was not charged and the money will be return to the guest based on the guest bank policy for holding a authorization from a business.
 
The money is return on our end and sorry the guest did not decide to stay to let me talk to the people in the pool before they decided to check out.
 
[redacted] Wargolet General ManagerCountry Inn and Suites-Milwaukee Airport6200 South 13th StreetMilwaukee, WI 53221Phone:(414)-762-6018Fax: (414)[email protected]

I'm written this letter in response to a Revdex.com complaint were a guest stayed with us for two nights. [redacted] [redacted] was the guest that had booked a room for one night at a friends and family rate of $70per night that can only be booked by the family member that work for a hotel in the...

[redacted] family. There was no problem from the guest during the first nights stay.The guest needed to stay for another night and the whole city was sold out and we did have I think 3 or 4 rooms left the morning of the 2nd night were the guest need to stay. With the room being online wecan sell out within minute or not at all. If I tell a guest the room is going for $169.00 per night and we booked him the room at a discount that is not offered anywhere. The guest did come down later thatnight and I did speak with the guest about the situation about our rooms and [redacted] and offered the guest an additional discount of $89.99 a night for the 2nd night stay. The guest was ok and happy with the rateand never said anything to me that this was not acceptable. Until a few days later he called saying he is going to dispute the charges and call the Revdex.com on us.
I took care of the issue and offered a great rate for the 2nd night to [redacted]. The guest stayed two nights and we charged the guest two nights.
Thank You
[redacted]
General Manager

Room110 is still free of any bed bugs and never had a complaint about bugs coming from that room from any other guest that stayed in that room after the [redacted] guest stayed in room 110.  We had a professional come and check the room and the report shows the room was free of any bugs.
Please inform us when the case will be closed.
 
Thank you!
 
 
[redacted] General ManagerCountry Inn and Suites-Milwaukee Airport6200 South 13th StreetMilwaukee, WI 53221Phone:(414)-762-6018Fax: (414)[email protected]

We reserved a room in July 2015 for a 10 day stay at this hotel for December 20th-30th, 2015. We paid over $800.00 for this room. However, 5 days before we were to travel from Florida to Milwaukee, I had emergency surgery and was unable to travel. I have a doctor's excuse, dated December 20th, stating I am not able to travel for 30 days. We called the hotel to cancel our reservation and to explain our circumstances, Eric the hotel manager, who was very rude said the hotel has a no cancellation policy and we are out the money we paid for the hotel. Since this was a circumstance out of our control we thought this hotel would work with us and at least give us partial credit for a room. But we were wrong, they gave us absolutely 'NOTHING'. I sent a letter to their corporate office and they too were as rude and said there is nothing they can do we are out the money we paid. I understand policies but there does have to be exceptions to their policies for unforeseen emergencies.