Crossland Austin - West

I have called the guest to apologize for the conditions of the room and the lack of customer service from my employeesI spoke with Mr [redacted] over the phone and assured him that is not how I operate my businessI have issued a refund for his entire stay and he seemed to be happy with the results Regards, [redacted] Disctric Manager- Texas Westmont Hospitality Group – Extended Stay Division Telephone: Ext: Fax:

The Crossland is just up the street from usWe don’t have mini-fridges here, nor do we have any record of this guest staying with us at any timeAlso, he named the hotel “Crossland” in his complaintPlease see that this issue is corrected as soon as possible and not linked with the [redacted] Please contact us when this has been fixed? [redacted] Front Desk [redacted]

Complaint: ***
I am rejecting this response because: I did not pay through ExpediaI paid through Hotwire and they do not show any refund as of this timeA refund of one night is unacceptableI would like at least two nights refunded including taxes and feesI have included pictures of the filth, mold, and roaches that are a major health concernIt would only let me add but there are many more of the roaches
Regards,
*** ***

The Crossland is just up the street from usWe don’t have mini-fridges here, nor do we have any record of this guest staying with us at any timeAlso, he named the hotel “Crossland” in his complaintPlease see that this issue is corrected as soon as possible and not linked with the ***
***Please contact us when this has been fixed *** *** Front Desk *** *** ***

Ms*** *** We are so sorry that you experienced this during your stayWe have refunded you the last night of your stay, but because you paid through a third party, the refund will be coming directly from themExpedia is who we charge for the stay and who gets the initial refundFrom
this point you will need to contact Expedia to make sure the refund gets to the correct payment methodSo sorry again, we hate to have guest experience these types of issues during their stay and want to make sur you are taken care ofThank you and should you have any questions or need any assistance speaking to Expedia , please give us a call*** *** * *** ***
*** *** *** *** ***
*** ***
*** ***
*** ***
*** *** *** ** *** ***

The Crossland is just up the street from usWe don’t have mini-fridges here, nor do we have any record of this guest staying with us at any timeAlso, he named the hotel “Crossland” in his complaintPlease see that this issue is corrected as soon as possible and not linked with the ***
***Please contact us when this has been fixed *** *** Front Desk *** *** ***

I have called the guest to apologize for the conditions of the room and the lack of customer service from my employeesI spoke with Mr[redacted] over the phone and assured him that is not how I operate my businessI have issued a refund for his entire stay and he seemed to be happy with the results? Regards, ? [redacted] Disctric Manager- Texas Westmont Hospitality Group ??" Extended Stay Division Telephone: Ext: Fax:

I have called the guest to apologize for the conditions of the room and the lack of customer service from my employees. I spoke with Mr. [redacted] over the phone and assured him that is not how I operate my business. I have issued a refund for his entire stay and he seemed to be happy with the results.   Regards,   [redacted] Disctric Manager- Texas Westmont Hospitality Group – Extended Stay Division Telephone: 281.759.2000 Ext: 635 Fax: 281.857.8382