Country Inn & Suites

February 3, I checked into The Country Inn and Suite located in East Point, Georgia approximately 11:30P.M I had a pleasant stay at this facility I checked out approximately 11:00A.Mon February 5, I traveled back to home which is approximately hour away After unpacking all my belongings I discovered I left behind a amazon fire stick remote control At approximately 6:30P.MI called the hotel made contact with [redacted] I asked if she could check to see if I left a remote control in room After putting me on a brief hold she made contact with housekeeper manager She informed me that she located the device and also found a blue check polo shirt I informed her I would try to have someone to pick up the items [redacted] stated she would have housekeeper to put it in a bag for meI called [redacted] back asked if items could be shipped to meShe inform to contact manager he could get credit card number and have items shipped I had someone to go by to pick item

Please be advised that I do not have anyone in my system named [redacted] attached to complaint number listed above

I am rejecting this response because: It is untrueThese pictures were taken DURING our stayThe photos taken are of OUR belongings, not POST check outWe asked that the formula my toddler ACCIDENTALLY knocked over be cleaned upYes, we did request towels, I wasn’t aware that there was a limit on how many towels we could requestI did not know they had water, I actually went to Walmart and purchased a case of waters to make my infants bottlesWe ONLY requested garbage bags because we were told by a woman at the front desk that housekeeping wasn’t available and she was the only staff member availableMyself and my fiancé cleaned the room Thursday evening prior to checking out (the photo I submitted) and obviously all of our things were taken outThe towels/linen were in a pile already as a courtesy to housekeepingAll we asked was that the formula spill be vacuumed up as the vacuum given to us prior to them entering the room did not work, we were treated as if it wasn't an issueWe, in no way damaged anything in that room, nor was it left a mess, how we live DURING our stay is nobodys businessWe were on vacation! They entered our room and took photos of our things without consent & of all the photos they've submitted, the ONLY thing they cleaned was the formula and made the bed! I'm being charged $for them having to vacuum up formula and make a bed? They left everything else, the pizza box, etc was thrown out by my fiancé and IAlso, the photos don’t show pizza thrown about, as accused, because we ATE it all! Bottom line, the accusations are and there was NEVER $worth of damage/cleaningWhere are the photos of the supposed “trashed” room POST check-out? I am attaching a photo of myself and my family to show who was in the room, in the photo my niece is scribbled out, she lives in MN and went to the MOA with us for my eldest daughters birthdayThe photo is of myself and my family, the occupants of the room

Revdex.com received response from consumer on behalf of the business: Frank from Bid-Well Construction just repaired the door and told me to ask for him directly if I have anymore issues with the doorProblem resolvedThank you, [redacted]

They booked our Junior Suite with two adults and two children with special request “lots of towels” Our rate is good for 1-people and this is reflected in their online reservation Had they put in adults, the rate would have changed by additional $because this is what we charge for the 3rd adultWe found out later that in reality, there were children and adults in the roomWe were not informed about these many individuals upon check-in Our housekeepers were not allowed to go into the room and every time housekeepers tried they were told to come later They rented one Junior suite, but they should have rented separate roomsIt was a fire code violation.After check-in, we received several requests for extra towels, garbage bags, water etcWe did everything that we could to accommodate the guests as we normally do with all our guestsThe guest called the hotel on the second day late in the afternoon while they were at the Mall of America and complained about their room, hotel associates, poor service, spider and even the alarm testing that hotel performed at p.min the afternoon Upon learning those issues, the GM of the hotel gave the guest two viable options: 1) We can clean your room thoroughly even though it is late in the evening with all the linen and bedding changed OR 2) The guest may vacate their room and hotel won’t charge for the second night The only request that hotel had was that guest must check-out within next couple of hours, so the room can be re-cleaned and rented to someone else Guest decided not to leave and asked the management that we change all the linen and bedding Following that conversation and per hotel protocol, the GM, Head of House Keeping and Supervisor of Housekeeping Operations went to the room to check on guests concerns The room was found completely trashed with the baby formula on the carpet, leftover pizza pieces, soiled linen, juice cups and trash all over the room Before getting this room cleaned pictures were taken to document the trashed room both before and after it was cleaned.The hotel did not hear from the guest that evening and so it was assumed that everything was alrightNext Morning during check- out process, when he did not get his way, the boyfriend of the guest started yelling and cussing at the Manager on Duty and demanded to speak with the GM of the hotelThe guest has been calling the hotel every day at least five times a day Few messages with unwarranted threats have been left on GM’s voicemail followed by complaints with the brand corporate office, Revdex.com and slander on social media with a long story that is fabricated.Hotel has taken a position that guest should be charged $for trashing the room and for putting hotel at an unnecessary risk by not revealing the actual number of room occupants i.epeople in the same room

The management and customer service at this hotel is absolutely terribleMy friends and I spent one night here, and after coming back to the room after having breakfast, we noticed there were ants crawling all in one of the bedsAfter calling down to the front desk, [redacted] the general manager, came up with housekeeping to check on the situationImmediately she implied that we were lying about when we found the ants, and conducted an "investigation." After walking around the room with the light on her iPhone, she concluded that she could not find a source of where the ants might be coming fromShe proceeded to be very disrespectful and defensive, suggesting that we must have brought the ants in with our bagsWhen she left, I took a look around the room with my own iPhone light, and immediately found a spot right at the corner of the bed the ants were found in, where there were crumbs and wrappers clearly left behind from other occupantsAnd what else did I find? ANTSPlenty of themAfter informing Ms [redacted] of the results of my own investigation, she refused to allow any of us to show her where the problem wasShe stated, "I will do a more thorough investigation after you leave." How convenientAfter leaving the hotel, we received an email from Ms [redacted] stating that after conducting her shady investigation, she found absolutely no evidence of ants or crumbs or anything indicating there ever were ants present, but her number one priority is customer satisfaction! Which is clearly yet another lie from Ms [redacted] Luckily I took photos of the ants that were there, and would be happy to send them to whomever needs themI would seriously suggest that this hotel not only send Ms [redacted] to some classes that will teach her proper customer service techniques, but also reconsider their housekeeping staff

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ ***Corresponding documents attached RE: Case # [redacted] : [redacted] The guest stayed at the hotel during the weekend of the 4th of July, checking in on 07/02/and checking out on 07/06/the price for the room was printed clearly on the guest registration form which they signed agreeing to the price and rules of the hotel upon checking inI have enclosed a copy o f the signed registration formI have also enclosed a copy of the check out folio which I took $off of the bill The government rate was closed this weekend at our hotel, as were all the other hotels in town The government rate is a discounted rate for government people who are here for businessWhen Mr [redacted] was asked if he was here on business, he stated he was here on vacationThey were also in a king suite and not the standard room which the government rate calls forWhen Mrs [redacted] called to complain about the bill, she stated that they were here for businessAs one says one ting and the other says another, I feel I was more than fair giving them the discounted amount offI talked to customer service about this issue before the guest even left the hotel and they agreed with the way it was handled In conclusion, the guest signed the registration form agreeing to the price of the room clearly printed on itThey were given a $discount to try and keep them happythey were not here for business which the government rate is set forI do not feel they should have received the government rate while on vacation Sincerely, Marsha [redacted] GM Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were misled; we were the ones lied to and not the reverseI guarantee that I never one time stated that we were staying at this hotel as part of a business tripThat's absurd, it was the 4th of JulyHad we been informed over the phone at the time the reservation was made that the discount only applied to travelers on business, we would have completely understood, and we probably still would have booked the roomWe are not unreasonable peopleAt this point, my husband and I fully understand that the fee we were originally quoted was a mistake made by one of the employees at Country InnThe fee should not have been promised over a holiday weekend for a government employee who was not traveling on a business tripHowever, we were not made aware of this until midnight on the night we checked inAt midnight, there is no manager present for us to discuss our concerns withOf course my husband signed the bill for the room, we were going to have to stay at the country inn no matter what they charged us; there are no other rooms available in this resort town at midnight on the fourth of july weekendThe bottom line for us is that regardless of what the company has in place for "rules" regarding when government rates can or can't be used, we were quoted one price over the phone when booking the room, and were presented with a completely different fee when we checked inThis seems very unfair to the customerI understand that mistakes happen, but the customer should not pay the price for the businesses mistakeHad there been a way to get into another room in town, we would have taken itBut again, at midnight, in a resort town, with a one year old, on the fourth of Julyit wasn't going to happenI stand by my original request for a refund of $to get our bill down to the originally quoted fee of $per night

The Desk Clerk would not allow my daughter to stay at the hotel after a reservation was made and paid for using my credit card
I made a reservation (Itinerary #7360384781289) through Orbitz for my daughter who was flying into Atlanta from VancouverShe arrived at the hotel at around 9AM and was told she would be able to check in at around noonShe left the hotel and came back only to be met by *** the Front Desk Clerk*** said that she needed a copy of the credit card and a credit card authorization form completed which I did and emailed the information backAt this time I spoke to *** on the phone and realized that the clerk was probably not going to accept any information I providedShe complained that she couldn't read the scanned copy and that I hadn't competed the form properlyShe refused to tell me what I had done wrong and said I would have to figure that out for myselfAfter an increasing heated discussion she told my daughter and her seven year old daughter tha

Unfortunately, in hospitality and related industries, it is a common practice by some of the unfair and dishonest consumers to make up excuses such as this one so they may receive discounts and do not have to pay the full rate /pricesSometimes these consumers go even a step further and falsely accuse businesses of something that simply does not exist

I am rejecting this response because:
The name is listed under my fiance's name, *** ***.

February 3, I checked into The Country Inn and Suite located in East Point, Georgia approximately 11:30P.M I had a pleasant stay at this facility I checked out approximately 11:00A.Mon February 5, I traveled back to home which is approximately hour away After unpacking all my belongings I discovered I left behind a amazon fire stick remote control At approximately 6:30P.MI called the hotel made contact with ***I asked if she could check to see if I left a remote control in room After putting me on a brief hold she made contact with housekeeper manager She informed me that she located the device and also found a blue check polo shirt I informed her I would try to have someone to pick up the items*** stated she would have housekeeper to put it in a bag for meI called *** back asked if items could be shipped to meShe inform to contact manager he could get credit card number and have items shipped I had someone to go by to pick item

Yes this all took place the way she said except for one thing the $was a authorization that takes time to clear. We fully agree we messed up and did charge her twice as we accidentally extended her original reservation instead of checking her into the prepaid reservation which ended up being a no show. It was easily seen and no argument came from us. I refunded her back the second night the day I talked with Ms***. So all we charged her for was one night. I have gone through every credit card transmittal even close to her stay and only found the original charge and the refund a day later. Anything else would of been just a authorization and that would be on the bank as far as how long it would take to release, as a reversal goes out from the hotel at check out if a authorization is not used. She became upset and stated that no it wasn't a authorization and a charge. I stated a cannot refund a charge I do not see and that the best way at this point would be to put a dispute in with the bank and they will send over the charge asking for details and I would let it go that way. I don't have any reason to deceive Ms*** as repeat business is way more important to a hotel than anything else and losing a customer is never in our best interest. I have yet to receive anything from the bank which makes me think enough time had now gone by and it cleared on its own. We never want things like this to happen but with the ability to check your statement online makes it so everyone thinks things are just automatic but unfortunately there is still a amount of time it takes for things to process! On behalf of the Country Inn and Suites we apologize for any inconvenience this may of caused Ms***!

Complaint: ***I am rejecting this response because: I have become frustrated with thisMy word and experience doesn't matterThe charge till this day is on my cardIt is what it isI became upset after the rude correspondence with MrB***I only spoke with *** once so I'm not sure where that is coming from. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I have not received my money.
Mr b*** does not careHis responses show that. Sincerely,*** ***

The management and customer service at this hotel is absolutely terribleMy friends and I spent one night here, and after coming back to the room after having breakfast, we noticed there were ants crawling all in one of the bedsAfter calling down to the front desk, *** *** the general manager, came up with housekeeping to check on the situationImmediately she implied that we were lying about when we found the ants, and conducted an "investigation." After walking around the room with the light on her iPhone, she concluded that she could not find a source of where the ants might be coming fromShe proceeded to be very disrespectful and defensive, suggesting that we must have brought the ants in with our bagsWhen she left, I took a look around the room with my own iPhone light, and immediately found a spot right at the corner of the bed the ants were found in, where there were crumbs and wrappers clearly left behind from other occupantsAnd what else did I find? ANTSPlenty of themAfter informing Ms*** of the results of my own investigation, she refused to allow any of us to show her where the problem wasShe stated, "I will do a more thorough investigation after you leave." How convenientAfter leaving the hotel, we received an email from Ms*** stating that after conducting her shady investigation, she found absolutely no evidence of ants or crumbs or anything indicating there ever were ants present, but her number one priority is customer satisfaction! Which is clearly yet another lie from Ms*** Luckily I took photos of the ants that were there, and would be happy to send them to whomever needs themI would seriously suggest that this hotel not only send Ms*** to some classes that will teach her proper customer service techniques, but also reconsider their housekeeping staff

To whom it may concern regarding complaint number ***.Our records indicate that a reservation was confirmed via ***.com for arrival January 15, The reservation was confirmed as a full pre pay non refundable ***.The address information on the reservation record matches the
information provided to you, the Revdex.com, by the guest(see attached document)Based on the terms and conditions of the reservation confirmed, it is a non refundable and is non cancellableBased on those terms, the hotel is within it's right to fully charge accordingly.Please see documents that accompany this letter that is record of reservation confirmed via ***.com.The guest will need to speak to ***.com regarding this ***.Kind regards, Effarira *** H***

Please be advised that I do not have anyone in my system named *** *** attached to complaint number listed above

I am rejecting this response because:
The name is listed under my fiance's name, *** ***

Room smelled like bug spray, while sleep found roach crawling on my partnerNew room, found used wash cloth in the bathroom already
When I arrived to my room it smelled like bug sprayI was told that it was previously sprayedIt was around or 3pm so I figured the room didn't air ourLater that night around 2:30am a roach crawled on us in the bedI found it crawling from the bed across the bed and up the head boardI grabbed a cup, trapped the roach and put a paper on top to cover it so I can take it to the front deskWhen I explained it to the woman, she told me the room was previously sprayed, and they will respray it and she will comp the room for the nightI told her I was going to leave she explained that they was sold out for the night, and neighboring hotels will be sold out due to the fairShe explained that housekeeping will clean and fix me a new room in the morningI was called the next day around 11am so I can move my stuff out and into the new roomUpon movin

*** *** has a history of filing misleading and untruthful complaintsHe like to intimidate businesses and if you google him, you fill find a pattern surrounding fake complaints He has had previous complaints even about his employers i.e*** *** ***I have referred this
complaint to our corporate office and they are dealing with him directlyEventhough it is not hotel's fault, I instructed corporate office to issue a credit for atleast night but *** nad *** *** have already instructed their credit card company to stop the payment I have also attached Plunket's Inspection Report Please review the exchange of emails below.Summary:Guest claimed that they had bed bugs in their room We moved them to a different room. Researched the complaint and had our pest control company "Plunket's" come in to research and see if there is any bed bugs activity. Plunket's provided their findings and told us there is no such activity of bed bugs in the room. Please see their report below.In the mean time, ***s and *** *** (Guests) called and demanded that they should be reimbursed. I told her that we did not find anything in the room and that I have a certificate from the pest company. She argued and did not want to accept my answer. I apologized and offered to comp one night and room even though there was no such activity. She and her husband wanted both rooms and both nights comped off. I told them to be reasonable and then they started threatening that they would post those pictures all over the internetI then hung up the phone because it was not getting anywhere(Threats can be read below)