Days Inn Civic Center

Review: I checked into the hotel around 2:30 am on 11/10/13. First I was told they were sold out of queen and king rooms of which they were not. Then I was told a rate that didn't match their online rates. I agreed to $55 however as I look now I have an almost $68 dollar charge on my account. Around 3 am the roaches came out and where crawling on the table between the beds and in the drawers. I proceeded to get dressed and go back to the office. I had to show the lady working pictures of the bugs and request a new room. The only one available per her was the one right down from the room with roaches....I left my clothes in my car and if it had not been so late I would have just made the drive home.

The room was dirty, between the roaches and hairs around the tub I don't think they even clean the room. I believe I should receive some from of refund for the room being so dirty. I attempted to contact the hotel but I haven't been able to reach a resolve.Desired Settlement: I feel I deserve a refund and after looking online at trip advisor and so forth it appears this has been an on going issue with this hotel.

Business

Response:

We are sorry to hear Mrs. [redacted] had an unpleasant stay. We actually did not have any singles available on that day. It may have looked like we had empty rooms but those rooms were on reserve. We called our regular Pest Control Company to spray for roaches. We have credited the guest 15.00. I have emailed the quest a copy of the credit we have issued.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would prefer a full refund for my inconvience of having to sleep with the lights on and having to leave my clothes and switch rooms in the middle of the night.

Regards,

Business

Response:

After reviewing the response form the guest we have decided to issue a full refund as a gesture of good faith. The original complaint asked for a refund of the disputed amount of $14.93 (rate quote difference) which we have already credited. The remaining amount to be credited is $49.03 which will be credited today.

Thank you,

Days Inn Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: we checked in as new occupant on june 30, I waited two hours in over 100 degree temps for our room to be ready.finally housekeeping arrived n started making the room w/ the dirty bedsheets on the floor from other people. since they didnt speak english, they didnt listen to what a was telling them. Finally thru sign language so to say I got them to put fresh sheets. Then they put the dirty blanket& spread that I showed them had dirty, bowel stained wet wash clothes&towels on them. I got the desk person to the room to communicate the issue as the employees rolled up the dirty items and stuffed them in the dresser drawers. Finally he told them we need new. I was told they would wash them & return them...not until the next day, sunday did they bring up only one blanket for 3 people. I Askd for towels, they would only give two when there were 3 people the first day. The cleaning crew said they finished, I entered the room to find alot of dry urine on the toilet. I made them come back & clean! THey dump the trash, no new liner used, didnt clean or spray down the shower and tub, or clean the bathroom floor that also had urine. I used their oxiclean , went in the room and cleaned behind the employees! We were between a rock and a hard place with all hotels being booked so we tried to tolerate these things. july 2 we were going to stay another day and I thought my husband handled the charge, however he hadnt. I tried calling the hotel when I was made aware of this and their phone line is down& I drove across town from work immediately. My son called from the pool, said they were locked out& told leave the pool. I explained the miscommunication they wouldnt charge the card w/out my husband there, nor let us in the rooms so we went elsewhere. my husband later went to get a receipt &they charged us for a room &said we were never checked out? thn why could we not get in the room? credit his visa! Now we are told there are multiple pending charges coming thru on our card!Desired Settlement: A refund for charges for the 3rd day for two rooms not used and any other additional charges they are trying to add to the bill in which I am told 10 are pending!Id like to see the Board of Health be advised of their lax approach to cleanliness and reuse of dirty linen between customers. Im certain they will find more than dirty linens!

Business

Response:

Dear Contact: Thank you for notifying our office of the concern filed by [redacted], at the Days Inn property located in Roanoke, VA. We are sincerely sorry to hear we did not provide the guest, with an excellent Days Inn experience. You can count on our team to help resolve your concerns. To assist Ms. [redacted] in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact Ms. [redacted] by July 26. As a company, we’re committed to delivering a great experience with every stay with us. If for some reason herconcern is not resolved, please contact me directly at[redacted].com and I will personally help address her needs. Count on me, Sincerely,[redacted] Customer Care Representative

Review: Due to power outage at my house, I went to Days Inn with my daughter [redacted] and her 1 1/2 year old daughter. I am on oxygen and could not stay home without power. We checked in on Saturday, June 30th and on Sunday I went in there to pay again. As I was waiting for my turn at the counter, I saw a notice under the counter that stated effective 3/2012 Sunday-Thursday-$49.95; Friday-Saturday-$59.95. When I got my turn, I said to the desk clerk, do I pay $49.95 today and he said "no" I said that's what the sign said under the counter. He said that's not right and took the sheet down. I didn't argue with him. I paid that amount until Wednesday July 5th. On Thursday, I went into pay the room and he said I had to leave because the on power co. needed the rooms. He said if I was in a one bedroom, that I could stay. But a two bedroom is what we had. He knew I was on oxygen and I explained to him that I had no where to go. Luckily, me daughter called[redacted] down the street and we were able to go there for three days. I had an unfair deal there my last day. Please send me another complaint from.P.S. they owe hundreds of people who stayed there several days from overpayment of weekly rates. They did not know because once I said something, he took the sheet down.Desired Settlement: To reimburse the overpayment of $10 from Sunday July 1st to Wed. July 5, 2012. Also, get him from having us to leave and I was on oxygen and no where to go my lights did not come back onuntil Saturday before noon.

Business

Response:

Thank you for notifying our office of the concern filed by [redacted], at the Days Inn. We are sincerely sorry to hear we did not provide the guest, with an excellent Days Inn experience. You can count on our team to help resolve your concerns. Days Inn is committed to assuring that all of its properties provide good service and quality accommodations. We would be happy to assist Ms. [redacted] on resolving her concern. Please provide the following information to help us expedite the process: Address of the property. As soon as we receive this information, Days Inn Customer Care will look into this further and respond back. If your office requires any further information regarding this, please contact me at ###-###-####. Sincerely, [redacted] Customer Care Representative

Business

Response:

Company states they have resolved the complaint and is sending refund in the amount of $40.00