Days Inn Georgetown

Guest, [redacted] ***, booked her reservation through a third party company, [redacted] [redacted] called to check in early on May 6thUnfortunately, due to being sold out the day before, the hotel did not have clean rooms at the timePlease note that the hotel check out time is at 11AM, therefore, most guests check out between 11AM to 12PMThe hotel check in time is after 3PM However, the front desk agent arranged for an housekeeper to get a room clean for the guestThe reservation made through [redacted] was for a handicap King roomDue to this, a handicap room was cleaned for the guest to check in earlyAfter the guest checked into the room, she complained to the front desk that the shower was not drainingThe front desk agent apologized and asked if the maintenance personnel can come and inspect itTo this, the guest declinedAround 6PM, the guest asked for a full refund for the room as she claimed that it was not in working orderDue to the guest using the room for well over hours, the front desk informed her that a full refund was not possibleSame was advised to [redacted] when they called to ask for a refund on behalf of the guestWhen the maintenance crew went in the next morning for inspection, they found the shower in working orderOn June 6th, 2017, as a courtesy for any inconvenience caused to the guest, a full refund was given for her stay on May 6thPlease see attached documents provided by [redacted] for the full refund that was given to the guest Should you have any questions, please contact us directly at [redacted] or via email at [redacted] Thank youSincerely,

Complaint: [redacted] I am rejecting this response because:I was in the room for minutes I had hour to get showered and dressed for my sister's wedding I tried to take a shower but it was not draining My son could not shower I left w/o makeup w/o anything to try to make the wedding Enroute I called [redacted] who contacted the hotel and they told [redacted] they would not issue a refund That was at 3pm - reason I know is because I was on the phone for hours while my sister was getting married at 3pm It was [redacted] who worked to find me another hotel so that I would not have to sleep in my car[redacted] NEVER spoke to me I returned to the hotel after 6pm to drop off the card key and they still didn't say anything to me NOT one word When I tried to reach the manager on Monday, I was told he was at [redacted] and has been there ever since b/c he never returned the call I have received one call from [redacted] and it was to let me know that a refund had been issued and that was this weekI have pictures to collaborate how the room looked Pictures don't lie.I don't know why they would make statements I was very honest with the front desk explaining my situation and they tried to find a room but their situation on their end was not the best My paperwork clearly states I did not have a handicap room and the front desk verified it [redacted] verified it I did not get into the room until almost 2pm I know they are trying to cover their tracks but the truth is the truth I contacted the health department as well b/c rooms like that should not be rented to handicap persons Regards, [redacted] ***

Guest, [redacted], booked her reservation through a third party company, [redacted]. [redacted] called to check in early on May 6th. Unfortunately, due to being sold out the day before, the hotel did not have clean rooms at the time. Please note that the hotel check out time is at 11AM, therefore, most...

guests check out between 11AM to 12PM. The hotel check in time is after 3PM.  However, the front desk agent arranged for an housekeeper to get a room clean for the guest. The reservation made through [redacted] was for a handicap King room. Due to this, a handicap room was cleaned for the guest to check in early. After the guest checked into the room, she complained to the front desk that the shower was not draining. The front desk agent apologized and asked if the maintenance personnel can come and inspect it. To this, the guest declined. Around 6PM, the guest asked for a full refund for the room as she claimed that it was not in working order. Due to the guest using the room for well over 5 hours, the front desk informed her that a full refund was not possible. Same was advised to [redacted] when they called to ask for a refund on behalf of the guest. When the maintenance crew went in the next morning for inspection, they found the shower in working order. On June 6th, 2017, as a courtesy for any inconvenience caused to the guest, a full refund was given for her stay on May 6th. Please see attached documents provided by [redacted] for the full refund that was given to the guest.  Should you have any questions, please contact us directly at [redacted] or via email at [redacted]. Thank you. Sincerely,

Complaint: [redacted]
I am rejecting this response because:I was in the room for 55 minutes.  I had 1 hour to get showered and dressed for my sister's wedding.  I tried to take a shower but it was not draining.  My son could not shower.  I left w/o makeup w/o anything to try to make the wedding.  Enroute I called [redacted] who contacted the hotel and they told [redacted] they would not issue a refund.  That was at 3pm - reason I know is because I was on the phone for 4 hours while my sister was getting married at 3pm.  It was [redacted] who worked to find me another hotel so that I would not have to sleep in my car.[redacted] NEVER spoke to me.  I returned to the hotel after 6pm to drop off the card key and they still didn't say anything to me NOT one word.  When I tried to reach the manager on Monday, I was told he was at [redacted] and has been there ever since b/c he never returned the call.  I have received one call from [redacted] and it was to let me know that a refund had been issued and that was this week. I have pictures to collaborate how the room looked.  Pictures don't lie.I don't know why they would make false statements.  I was very honest with the front desk explaining my situation and they tried to find a room but their situation on their end was not the best.  My paperwork clearly states I did not have a handicap room and the front desk verified it.   [redacted] verified it.  I did not get into the room until almost 2pm.  I know they are trying to cover their tracks but the truth is the truth.    I contacted the health department as well b/c rooms like that should not be rented to handicap persons.
Regards,
[redacted]