I am the manager who spoke to this guest regarding his experienceIn my dealings with this guest, at the time I spoke with him, he indicated he understood why he could not receive a refund for his first night's stayHe had this room for over hours before coming to ask for a refundThere are several reasons why a guest would check out of a room after hours and try to get a refund, which is typically why we would only issue a full refund within the first hourIt has also been my experience that rarely does a guest check into a hotel and then go to dinner without first going to the room to drop off belongings, get cleaned up, etcI would presume this happened in this case, further indicating ample time to determine the adequacy of the room After some investigation, it was brought to my attention that our front desk agent did not tell the guest he could have a refund, which generally is a last resort at any motel or hotelWhat he was told was that if he did not like the room, he could be moved to another room, which is in line with our company policy I am quite surprised by this complaint since the guest appeared quite satisfied with the result and only appeared agitated at the second agent who allegedly told the guest he could not get his second night's refundThis also is in dispute since the second agent had written notes of the incident and even wrote in our front desk log to refund guest for second night I gave the guest our corporate office number, indicating he could write or call them and they may perhaps issue a refund or issue a certificate for a free night's stay The room was in the guests' name for the entire evening and he had access to the roomThough he claims to have left, to my knowledge, no keys were dropped off to the front desk indicating he was checking out At this stage, I am not prepared to issue a refund, but will pass along the incident to our corporate office
I am the manager who spoke to this guest regarding his experienceIn my dealings with this guest, at the time I spoke with him, he indicated he understood why he could not receive a refund for his first night's stayHe had this room for over hours before coming to ask for a refundThere are several reasons why a guest would check out of a room after hours and try to get a refund, which is typically why we would only issue a full refund within the first hourIt has also been my experience that rarely does a guest check into a hotel and then go to dinner without first going to the room to drop off belongings, get cleaned up, etcI would presume this happened in this case, further indicating ample time to determine the adequacy of the room After some investigation, it was brought to my attention that our front desk agent did not tell the guest he could have a refund, which generally is a last resort at any motel or hotelWhat he was told was that if he did not like the room, he could be moved to another room, which is in line with our company policy I am quite surprised by this complaint since the guest appeared quite satisfied with the result and only appeared agitated at the second agent who allegedly told the guest he could not get his second night's refundThis also is in dispute since the second agent had written notes of the incident and even wrote in our front desk log to refund guest for second night I gave the guest our corporate office number, indicating he could write or call them and they may perhaps issue a refund or issue a certificate for a free night's stay The room was in the guests' name for the entire evening and he had access to the roomThough he claims to have left, to my knowledge, no keys were dropped off to the front desk indicating he was checking out At this stage, I am not prepared to issue a refund, but will pass along the incident to our corporate office