Econo Lodge Hershey

July 20, I am writing to you this day in regards to the letter dated 7/15/with case ID:***i have attached the correspondence with the guest dated 7/7/As a choice hotel, and the General Manager I feel that we have taken corrective action and stand firm with the decision
that only an apology is needed for not meeting the guest(s) standardsWe are taking the position and stand firm that "NO" refund is dueWe have staff on hours and if the guest was that unsatisfied upon check in or at any time during their stay they could have spoken to any or all staff members on duty, and allowed us to make it right prior to their departure.Should you have any further questions please feel free to contact our property ** *** at the following phone number ###-###-####.Thank you kindly for your attention to this said matter!Kind regards,Christine D*** General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 
I am requesting a refund and feel that there is no reason that request can't be fulfilled considering the conditions that my family stay in after visiting Hershey Park.
Regards,
[redacted]

Review: As my family was traveling to Hershey Park with friends, reservations were made online - based on pictures provided and description of this clean and comfortable hotel. We didn't arrive until 11:00 because of leaving the amusement park at closing. Even after dark it was obvious upon entering the room how utterly disgusting and run down this hotel was. The chairs in the room had either dirt or food particles in them, the bed had hair in the blankets, there was mold around the toilet and the bathroom had not been swept. The curtains were worn and tattered and looked to have bullet holes in them. The carpet had not been swept and was unraveling. I sat up most the night fearing what else may be in the bed. The next morning when I went downstairs I realized that there were several places where the underside of the roof eves was exposed and rusty metal and wires were hanging. I had to step over three dead roaches in the stairwell before I got the office. When I turned the room key in, the lady working at the front desk asked how everything was. I let her know that I would be writing the hotel as I have learned over the years that verbal conversations seem to be forgotten whereas something in writing is permanent. I did email the hotel and received a response. I was basically called a liar and that was it. I had requested my $120.99 back but that request was ignored. I would still like my hard earned money back as no one should stay the night in those conditions.Desired Settlement: I would like my $120.99 reimbursed.

Business

Response:

July 20, 2014I am writing to you this day in regards to the letter dated 7/15/14 with case ID:[redacted]. I have attached the correspondence with the guest dated 7/7/14. As a choice hotel, and the General Manager I feel that we have taken corrective action and stand firm with the decision that only an apology is needed for not meeting the guest(s) standards. We are taking the position and stand firm that "NO" refund is due. We have staff on 24 hours and if the guest was that unsatisfied upon check in or at any time during their stay they could have spoken to any or all staff members on duty, and allowed us to make it right prior to their departure.Should you have any further questions please feel free to contact our property [redacted] at the following phone number ###-###-####.Thank you kindly for your attention to this said matter!Kind regards,Christine D[redacted] General Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I am requesting a refund and feel that there is no reason that request can't be fulfilled considering the conditions that my family stay in after visiting Hershey Park.

Regards,