Thank you for giving me an opportunity to explain my side of the storyIt is against our hotel policy to offer two rooms per cost of one room rateI did spoke with the front desk receptionist who was working at the time of this specific incident happened and she confirmed me she didn’t make a such a statementI assure you that I trust my staff’s word and their workI do have two signed hotel folios authorizing two payments for both rooms the customer usedPlease let me know if you want me to send you a copy of the signed documents or if you have any further questionsI do apologize for any inconvenience Thank you [redacted] ***
To whom it may concern:We apologize for this inconvenience and concern about this customerI have spoke to the customer this morning and agreed to give a refund for half the first night and a full refund for the second nightThanks,Heritage Inn Express Roseville
I am rejecting this response because: we did not use this room at all we spent minutes in there taking pictures of the bugs and the
bed that looked like it had been previously slept in and had the blankets thrown back over it so no I do not accept the response and I plan to take further action
I do apologize for the indicated complaint, but while the customer stayed at this property, we took care of every problem they hadAlso, we gave them free nights and a $cash refundThey were happy with that decision. Thank you so much for your time and
consideration Sincerely, *** ***
We did not receive any complain from Mrs ***She might sent the email to wrong person or email addressI would like to solve the problem. We are going to issue a credit to her card for one night stay at hotelWe are unable to issue credit for cost of the breakfast. Best
regards ***
I am rejecting this response because: The two free nights they had already over charged from original stay, also while there for two night stay we couldn't sleep in peace because two women came to our room with a key tried to open door several times. I called front desk and reported the incident was told the following morning by Assistant Manger [redacted] "that should not have happened "said no one mention or told him about the two people that tried to enter our room" Got phone call on same night on phone in room asking for someone else later around 1:00a.m when someone knocked on door 3 times, then tried using room key 7 times we were not comfortable not able to sleep. The Heritage Inn Express has a lot of problems with their rooms bed bugs, dirty carpets, old microwaves, old refrigators, old outdated TV's, damaged entrance doors, damaged bathroom doors, bad plumbing for the amount of money they charge daily, weekends rates rooms need to reflect the money they charge
I am rejecting this response because: it is untrue. The hotel receptionist has changed her story since the night of the room rental. I asked about the pair of room invoices at the time of signing in, since I had been told I would be charged for only one in lieu of a discount. The receptionist said that a pair of invoices was required. The two room charge is exactly contrary to what she said I would be charged. Turns out that the over the phone offer and the repeated offer at check in was a scam. Of course the manager and receptionist back each other up. The trouble is that their story isn't true. I didn't invent the deal during my phone conversation asking for a two room rate. They are taking advantage of an out of towner. The $70 isn't my concern. The dishonesty is. (See the long string of negative comments a this hotel; many people have found them deceptive.) **
Hi [redacted],This guest have stayed in the room and have been charged accordingly. We only give refunds if guest choose not to stay without using the room.
Thank you for giving me an opportunity to explain my side of the story. It is against our hotel policy to offer two rooms per cost of one room rate. I did spoke with the front desk receptionist who was working at the time of this specific incident happened and she confirmed me she didn’t make a such...
a statement. I assure you that I trust my staff’s word and their work. I do have two signed hotel folios authorizing two payments for both rooms the customer used. Please let me know if you want me to send you a copy of the signed documents or if you have any further questions. I do apologize for any inconvenience. Thank you[redacted]
Hi ***,This guest have stayed in the room and have been charged accordinglyWe only give refunds if guest choose not to stay without using the room
Thank you for giving me an opportunity to explain my side of the storyIt is against our hotel policy to offer two rooms per cost of one room rateI did spoke with the front desk receptionist who was working at the time of this specific incident happened and she confirmed me she didn’t make a such a statementI assure you that I trust my staff’s word and their workI do have two signed hotel folios authorizing two payments for both rooms the customer usedPlease let me know if you want me to send you a copy of the signed documents or if you have any further questionsI do apologize for any inconvenience Thank you [redacted] ***
To whom it may concern:We apologize for this inconvenience and concern about this customerI have spoke to the customer this morning and agreed to give a refund for half the first night and a full refund for the second nightThanks,Heritage Inn Express Roseville
I am rejecting this response because: we did not use this room at all we spent minutes in there taking pictures of the bugs and the
bed that looked like it had been previously slept in and had the blankets thrown back over it so no I do not accept the response and I plan to take further action
I do apologize for the indicated complaint, but while the customer stayed at this property, we took care of every problem they hadAlso, we gave them free nights and a $cash refundThey were happy with that decision. Thank you so much for your time and
consideration Sincerely, *** ***
We did not receive any complain from Mrs ***She might sent the email to wrong person or email addressI would like to solve the problem. We are going to issue a credit to her card for one night stay at hotelWe are unable to issue credit for cost of the breakfast. Best
regards ***
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
I am rejecting this response because: The two free nights they had already over charged from original stay, also while there for two night stay we couldn't sleep in peace because two women came to our room with a key tried to open door several times. I called front desk and reported the incident was told the following morning by Assistant Manger [redacted] "that should not have happened "said no one mention or told him about the two people that tried to enter our room" Got phone call on same night on phone in room asking for someone else later around 1:00a.m when someone knocked on door 3 times, then tried using room key 7 times we were not comfortable not able to sleep. The Heritage Inn Express has a lot of problems with their rooms bed bugs, dirty carpets, old microwaves, old refrigators, old outdated TV's, damaged entrance doors, damaged bathroom doors, bad plumbing for the amount of money they charge daily, weekends rates rooms need to reflect the money they charge
I am rejecting this response because: it is untrue. The hotel receptionist has changed her story since the night of the room rental. I asked about the pair of room invoices at the time of signing in, since I had been told I would be charged for only one in lieu of a discount. The receptionist said that a pair of invoices was required. The two room charge is exactly contrary to what she said I would be charged. Turns out that the over the phone offer and the repeated offer at check in was a scam. Of course the manager and receptionist back each other up. The trouble is that their story isn't true. I didn't invent the deal during my phone conversation asking for a two room rate. They are taking advantage of an out of towner. The $70 isn't my concern. The dishonesty is. (See the long string of negative comments a this hotel; many people have found them deceptive.) **
Hi [redacted],This guest have stayed in the room and have been charged accordingly. We only give refunds if guest choose not to stay without using the room.
Thank you for giving me an opportunity to explain my side of the story. It is against our hotel policy to offer two rooms per cost of one room rate. I did spoke with the front desk receptionist who was working at the time of this specific incident happened and she confirmed me she didn’t make a such...
a statement. I assure you that I trust my staff’s word and their work. I do have two signed hotel folios authorizing two payments for both rooms the customer used. Please let me know if you want me to send you a copy of the signed documents or if you have any further questions. I do apologize for any inconvenience. Thank you[redacted]