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Drury Hotels Company, LLC

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Reviews Drury Hotels Company, LLC

Drury Hotels Company, LLC Reviews (34)

Initial Business Response /* (1000, 5, 2015/05/18) */
We have reached out through to the guests and after further review we were able to issue a full refund back to the guests credit card. The refund has been posted.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/19) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
I do accept the refund, but I wish I could've gotten an sincere apology for being treated unfairly. Instead I was asked to reconsider staying at their hotel in the future.

Thank you for reaching out to us.  I apologize that you had issues during your previous stays with our thermostats.  I have sent all of your comments to the hotel so that they can follow up to ensure the thermostats are operating properly and that our team members have the adequate...

training to help guests whenever there are questions.  Because of the troubles you experienced I have refunded your one night room and tax from your January stay and issued a refund to your VISA card.  Please allow 7-10 business days for the credit to reflect on your credit card account.  Again, we appreciate you sharing your concern with us so that we have the ability to follow up!

Initial Business Response /* (1000, 5, 2015/07/14) */
Thank you for taking the time to share your feedback with us. We appreciate your comments and assure you that taking care of our guests is always our #1 priority at Drury Hotels. We apologize that you had concerns during each of your stays...

with us. Our records indicate that you have stayed with us on five occasions and that compensation has been issued four times. While there may have been opportunities on our part, Drury Hotels has been more than generous in honoring our 100% Satisfaction Guarantee and feel that ample compensation has been given. For this reason, no additional refunds or compensation will be issued for previous stays or future stays. I would also like to take a moment to address the request for a specific floor. A request is just that, a request. It is not a guarantee. Room assignments are subject to availability on the date of arrival and at the time of check in.
We believe that we offer a wonderful product and a great team. If your travels should take you to a city where we have hotel, please reach out to the on-site management or Customer Service Department prior to your arrival. This will give either party the opportunity to inspect a room for you and ensure that it is up to Drury standards.
Thank you again for your comments.

Initial Business Response /* (1000, 7, 2015/05/27) */
Contacted the guest and offer two certificates each valid for one complimentary night stay. Guest accepted offer. certificate will be mailed within the next week.
[redacted]
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 9,...

2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the gift certificates arrive I will be fine. It offsets the extra charges that were fraudulent

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/20) */
Contact Name and Title: [redacted] Regional Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@druryhotels.com
Thank you for being our guest at the Drury Inn and Suites in Greenville, SC. I apologize that your experience did not...

exceed your expectations. When housekeepers enter a room that is absent of evidence of a guest, they are trained to clean the room entirely. This includes the refrigerator and microwave in the guest room. Since the only items left in the room were food items the housekeeper assumed the room was vacant. Again, on behalf of the entire team at Drury Hotels, I apologize for the inconvenience.

Final Consumer Response /* (2000, 6, 2015/06/04) */
Since I have made this complaint they gave me back the money. I'm sorry I had to take it this far for them to correct a double charge. Thank you.
[redacted]

Thank you for your comments in regards to your stay at our Drury Inn & Suites Burlington.  Drury Hotels is a member of the Revdex.com with an  A+ Rating.  Please accept our apology for the actions of the other guests in our pool area.  The maintenance logs for the pool were...

reviewed for the past 45 days.  The chemicals have been checked at least twice daily and have shown to be within an acceptable range.  The Health Department inspected the pool and hot tub on September 30, 2016, after your complaint.  They did not find any issues with the quality of the water or with the chemicals in the pool or hot tub.  As a gesture of goodwill for the reported incident with the other guests, we have adjusted one night’s room and tax in full.  A refund in the amount of $124.01 to your VISA card ending in [redacted].  Kindly allow 7-10 business days for the processing by your credit card company and for the amount to be reflected on your account.Again, thank you for sharing your feedback with us.

As a gesture of goodwill the General Manager has refunded the smoking fee of $250 to the guest credit card.

For the safety of every guest & card holder, we only accept credit cards with the name imprinted on the card.  We do not accept temporary card from the credit card company, in fact we have never seen a temporary card form a credit card company.  Most cards without a name imprinted on...

them is for a specific store or a prepaid credit card, which again we do not accept.  That is a standard security precaution purely to protect the card holder and is employed everywhere in the hotel industry in some form.   I regret any distress or concern those measures may have caused. In every case, we try to employ the fewest measures necessary to provide a safe & secure environment for our guests. We hope that you will appreciate the need for these measures and recognize they are in place to ensure your safety as well.   Sincerely,   [redacted] Drury Hotels Company, LLC

We have been in contact with this guest.  The additional charge is believed to be a fraudulent charge.  We have advised the guest to dispute this charge through their credit card company

STATUS UPDATE: I have spoken with the General Manager and after doing some research on his end, has concluded that a refund is in order.  I expect to have that refund posted within the week.  If I do not, I will be back in touch.

I am in receipt of complaint letter from the Revdex.com that you lodged against Drury Plaza Hotel located at: [redacted], Chesterfield, MO 63017. I was unsuccessful in identifying a registered guest at the hotel with the name [redacted] that stayed on or around...

September 21st – September 22nd , 2017. Second, the hotel has no manager or team member names [redacted]. I, [redacted], have been the lone General Manager at this hotel since it opened  over 11 years ago. I did attempt to contact you on the phone number that is listed on the complaint letter and left a voicemail.   Obviously, I will require some additional information from you if I am expected to further research and resolve the alleged issue that you stated in your complaint to the Revdex.com. Please feel free to respond to this email or I can be reached via phone at [redacted].   Best,   [redacted]

Dear Ms. [redacted], Thank you for reaching out to us.  My apologies for your card being charged in error.  If you could please reach out to our Customer Service Department directly.  I would like to do a three way call with your bank to see what fees have been charged and what...

resolution we can come to.  Please reach out to me directly at [redacted]. Sincerely,[redacted]Customer Service ManagerDrury Hotels Company LLC

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Address: 721 Emerson Rd Ste 400, Saint Louis, Missouri, United States, 63141-6770

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