Country Inn & Suites

The hotel has not changed its position. After receiving a complaint from the guest 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. We realize that no all guests are the same some make a lot of mess and others leave the rooms clean and picked up. This was not a and camera captured all of that and it has been submitted for Revdex.com review.We presented the facts that showed the guests intention to deceive the hotel by entering adults and children on their reservation (attached) yet there were children and adults in the room. The same number of people were also found using our indoor pool and eating the breakfast both days. If the guest claims that her niece lives in the area then why was she allowed in the room for more than hours without informing the hotel, used the pool and ate the breakfast. While guests may have local visitors to visit, they are not allowed to use the pool or eat breakfast because these are the amenities for registered guests ONLY

Initial Business Response /* (1000, 5, 2015/07/17) */
[redacted]Corresponding documents attached.
RE: Case # [redacted]: [redacted]
The guest stayed at the hotel during the weekend of the 4th of July, checking in on 07/02/15 and checking out on 07/06/15. 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 in. I have enclosed a copy o f the signed registration form. I have also enclosed a copy of the check out folio which I took $60.00 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 business. When Mr. [redacted] was asked if he was here on business, he stated he was here on vacation. They were also in a king suite and not the standard room which the government rate calls for. When Mrs. [redacted] called to complain about the bill, she stated that they were here for business. As one says one ting and the other says another, I feel I was more than fair giving them the discounted amount off. I 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 it. They were given a $60.00 discount to try and keep them happy. they were not here for business which the government rate is set for. I do not feel they should have received the government rate while on vacation.
Sincerely,
Marsha [redacted] GM
Initial Consumer Rebuttal /* (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 reverse. I guarantee that I never one time stated that we were staying at this hotel as part of a business trip. That's absurd, it was the 4th of July. Had 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 room. We are not unreasonable people. At 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 Inn. The fee should not have been promised over a holiday weekend for a government employee who was not traveling on a business trip. However, we were not made aware of this until midnight on the night we checked in. At midnight, there is no manager present for us to discuss our concerns with. Of 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 weekend. The 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 in. This seems very unfair to the customer. I understand that mistakes happen, but the customer should not pay the price for the businesses mistake. Had there been a way to get into another room in town, we would have taken it. But again, at midnight, in a resort town, with a one year old, on the fourth of July.... it wasn't going to happen. I stand by my original request for a refund of $76 to get our bill down to the originally quoted fee of $85 per night.

I am rejecting this response because: Dear Sirs,
It’s a well-known and classic policy to respond
to a complaint, by attacking the person lodging it. This letter from Country
Inns & Suites (CI&S) is a continuation of their denial, stonewalling
and lying.
Let us dispense with CI&S’s false
accusations of a “History” of filing
misleading & untruthful complaints so, we can return to the real issues of
this circumstance. They state in their letter that I intimidate businesses, and
have a pattern surrounding fake complaints.
·       
Never in my life, have I
not paid a bill submitted to me. I invite you to look up my credit rating – it is
generally at 800 or over! I would advise you require them to present proof of
this false accusation.
·       
It is true I experienced a
period of difficulty with a former employer (about 10 years ago) – but that has
absolutely nothing to do with the fact CS&I had a bedbug infestation at
their Shakopee site. Additionally, as regards the single instance with American Crystal Sugar: I eventually
was forced to file a lawsuit against them. That case was eventually settled out
of court, in my favor, for a
total in excess of six figures. That ruling validated/vindicated what I had
been saying throughout the process.
Now back to the REAL issue – that being the bedbugs at the Shakopee CI&S. We
briefly covered this when we originally contacted the Revdex.com. Please review what is
recorded in our first message. In addition, we are attaching all the e-mails and
photographs that have passed between us and a variety of CI&S representatives
- while we attempted to resolve this issue.  
If you review this information you will see the
condition of our daughter and what she has experienced (and still is). You will
learn how we were lied to.
The response letter form CI&S states: “I told her that we did not
find anything in the room and that I have a certificate from the pest company”.  In the materials we are attaching today, you will see that I witnessed CI&S personnel accessing room (#209)
and removing the evidence. While I walked in on them in the room, they also
refused to look directly down at the bedbugs as I pointed them out to them. (This
“cleansing” was done prior to Plunket’s coming to their site).
In addition CI&S have charged our credit
card in full for the miserable experience we had at their facility, and have failed to compensate us
for the additional costs and inconveniences we have incurred because of the
bedbugs at their site. They falsely claim that they offered to compensate us –
and provide no proof. No offer was made. We did receive one contact from a
corporate representative approximately a week later, stating something (unknown
& unspecified) would be done only
after we provide proof of retracting a dispute process we filed with our credit
card company (Discover). This is a dispute process we were forced to file
(August 14th) AFTER they
had charged us in full (NOT when
they claim we did so).
The only accurate & truthful information I
see in their response is the fact they do acknowledge hanging up the phone on
my wife. Nor have we have posted “those pictures
all over the internet” as they allege.
The author of CI&S’s response also states
in his letter: “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”.  CI&S also
attached a copy of a work order
(#16067178). This is not a certificate from the pest company stating there is
no bedbug activity as CI&S claims in their letter.
In an earlier contact with my wife,
CI&S reported the room was inspected the next day (August 8th).
In a phone conversation on the 10th Saeed (a CI&S
representative) reported to my wife the room was inspected and cleared. Well, I opened and read the CI&S supplied
“report”. The facts are:
·       
The attached “Inspection Report”
provided by CI&S is really a work order. It’s dated August 17th
- a week later than what Saeed had claimed when he spoke to my wife.
·       
That “Work Order” specifies
room #209 was treated with a combination of both: high heat and a mixture of three separate
fumigant/pesticides. Clearly, this refutes what CI&S claims the
conditions were. A room treatment (by Plunket’s) such as described is both:
time consuming and expensive. There would be no reason to do so - if the
room was “clear” like they told my
wife, and recorded in their response to the Revdex.com.
This brief summery rebuts every false accusation
& claim CI&S made in their letter, and exposes them for what they are
in this instance. I would suggest the Revdex.com research the complaint history of the
Shakopee CI&S, its staff, the owner(s), and any other sites they may own.
Our experience with them shows a systematic policy of denial, non-engagement,
and blaming the injured party.
I respectfully ask that you review the
photographs and other attachments we are supplying today with our reply.
Sincerely, [redacted]PS. We could only attach 4 of 8 the email attachments as we must have reached the attachment limit. We would be happy to provide the remaining email communications if needed. Please also feel free to call us at [redacted]- ###-###-#### or [redacted] - ###-###-####. Thank you.

I am rejecting this response because: It is untrue. These pictures were taken DURING our stay. The photos taken are of OUR belongings, not POST check out. We asked that the formula my toddler ACCIDENTALLY knocked over be cleaned up. Yes, we did request towels, I wasn’t aware that there was a limit on how many towels we could request. I did not know they had water, I actually went to Walmart and purchased a case of waters to make my infants bottles. We 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 available. Myself and my fiancé cleaned the room Thursday evening prior to checking out (the photo I submitted) and obviously all of our things were taken out. The towels/linen were in a pile already as a courtesy to housekeeping. All 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 issue. We, in no way damaged anything in that room, nor was it left a mess, how we live DURING our stay is nobodys business. We 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 $150 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 I. Also, the photos don’t show pizza thrown about, as accused, because we ATE it all! Bottom line, the accusations are false and there was NEVER $150 worth of damage/cleaning. Where 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 birthday. The photo is of myself and my family, the occupants of the room.

[redacted]Please view attached document[redacted]
 
To whom it may concern:
I have dealt with this situation over and over. Yes the guest did stay two nights and one was paid via a third party. We did make the mistake and accidentally extended the original reservation which created two separate...

authorizations. Completely our fault and I do apologize. Upon hearing from the guest about the situation I refunded half of the charge of $328.00 back to the guest. They do state they
stayed one night on their own in which she would be paying for. I believe the guest might still be seeing the second authorization that will drop on its own. I have gone through every bank transmittal as well
as our accountant just in case I missed something and the only two things I see happened Is the charge
of $328.00 and the refund of $164.00. I have stated to the guest that I can't rebate back anything further and if she still feels there is a charge in question to dispute It through the bank and I will respond with what I see and the bank can make the correction if there is something beyond what I see, If there
is anything I can do further I would be happy to.
Brad B[redacted]
.   Assistant General Manager

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]

They booked our Junior Suite with two adults and two children with special request “lots of towels”.   Our rate is good for 1-2 people and this is reflected in their online reservation.  Had they put in 3 adults, the rate would have changed by additional $14.99 because this is what we...

charge for the 3rd adult. We found out later that in reality, there were 7 children and 3 adults in the room. We 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 2 separate rooms. It was a fire code violation.After check-in, we received several requests for extra towels, garbage bags, water etc. We did everything that we could to accommodate the guests as we normally do with all our guests. The 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 1.00 p.m. in 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 alright. Next 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 hotel. The 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 $150.00 for trashing the room and for putting hotel at an unnecessary risk by not revealing the actual number of room occupants i.e. 10 people in the same room.

Business Response Attached

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 door. Problem resolved. Thank you, [redacted]

We have been charged for 8 room nights at your this hotel that we never stayed at.We have been in contact with the business and somehow they have charged us for room nights that we used in [redacted] on the same dates with the same names. The hotel acknowledged the error and has taken over three weeks to issue a refund. As I am typing this, no refund has been issued as they have promised.They admit the error. They understand we never stayed there, never booked a room at their hotel and yet the charge still exits.Desired SettlementRefund in fullBusiness Response Customer had booked rooms at our location; however, they were intending to book at a location in [redacted] At that point, our cancelation policy is by 6pm on day of arrival. If not canceled by that time, customer is charged a no show fee of one night's stay which totaled to the 8 rooms that were reserved. Then we were notified of their reservation being intended to for another state, it was the properties attention to refund the charges. When it went into dispute, we completed the proper forms that indicated we were not going to dispute due to the information that was provided.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We never booked with them, we never sent them a rooming list and they told us people checked in when they did not.They acknowledged no one stayed there and they were going to reverse any charges. Whenever we book with a hotel we always have cancellation fees waived.Final Business Response

I stayed at this hotel for two nights. On my second night I noticed I had been bitten on my shoulders down to my upper arm in which the only time was uncovered was in the room and bed. After seeking medical advice from a healthcare professionals the bite was consistent with bed bugs. After consulting with the management I was told by an alleged [redacted] representative that so happen to be on the property that their was no bed bugs in the bed. After exposing the bedding for the duvet and the actual comforter that was so soiled it was actually yellow and the [redacted] person would not confirm that bed bugs could exisit in the bedding even if you didn't see them on the mattress, which was very odd because I contacted [redacted] about the sales rep. on property and they stated this practice was not consistent with anyone that would work for their organization. They were uniforms and are instructed not to get involved directly with customers. Needless to say, I looked closely in the bathroom and it was rust and mold throughout the shower. The shower curtain and rods were rusty and dirty. The carpet and floors in the rooms were dirty. The ice machine on the first floor didn't work which looked like it needed to be clean. Overall this hotel needs to not represent the Revdex.com if it's going to have questionable sanitization issues.Desired SettlementYes, I'm very upset about the fact I paid over a $100 per night but I'm more concerned about a persons health and safety at this point. Although a refund of services would have been warranted in my case, I hold that on the integrity of the owners and brand. I would like the Revdex.com to remove the A rating and/or membership because it will only bring more complaints to a poorly managed hotel. Business Response Good afternoon. In response to Mr [redacted] concern, the date in question we had [redacted] here on the property and we went up with the guest to inspect their room. The rep from [redacted] stated at that time there was no bed bugs found in the room. To take it one step farther, we called the service department for [redacted] and they sent out a tech who inspected the entire room thoroughly and found no signs of any bed bugs or anything in that matter. If you would like a copy of the report from [redacted] we would be more than happy to fax it over to your office.