FairBridge Inn Express

We received a refund for this room

To Whom It May Concern: Thank you for bringing these concerns to my attentionI would, first, like to address the health and cleanliness concerns mentioned aboveAlthough the guest was refunded in full for the issues they claim to have encountered during
their visit, I have performed a full inspection of Room 214, at the Fairbridge Inn Express, and have found no evidence of any form of Mold in that room. All of our Mattresses are protected with heavy-duty vinyl encasements, however, there were some coffee stain observed on the box-spring during my inspectionUpon arrival, the guest was immediately unhappy with the bed size they had booked online-- there had been no changes made to the reservation by any Hotel employee. Because the guest had booked and pre-paid through a third party, our staff is unable to make any changes regarding stay period, room type, or rate differencesAlso due to the Channel they booked through, the guests payment information was not shared with Fairbridge; since we had only a Merchant Card on file, we instructed the guest to contact the third party booking site, and express their dissatisfaction, as we were unable to guarantee a full refund to their personal account. For assurance purposes, and refunds or post-chediscounts need to be approved by our Property GM, as I explained to the guests, each of the six times they called me the morning of 8/8/2017, when they demanded an instant refundRegardless of the guests egregious insults and their trying to strongarm me into issuing a refund, I remained polite and forwarded their requests to our GM, who approved the refund. The guests were notified immediately they would be receiving a refund through *** for their troubles prior to submitting this complaint

Dear Valued Guest; Thank you for taking the time to bring these concerns to my attention I am so very sorry this was your experience with our Hotel Please be assured this is not a common issue at the Fairbridge Inn, and we will work with our Staff on necessary training exercises
to ensure this does not happen again I cannot apologize enough for the inconveniences and stress this must have caused your family Please feel free to contact me directly if you wish to further discuss the issues you encountered Best; Toni B***Operations Manager

I have spoken with [redacted] in regards to this issue as well as the staff member that checked her in.  I have a copy of the registration [redacted] signed at checkin that says a checkin date of March 11 and check out date March 13th with a signature authorizing $79.00 plus tax nightly....

 This is a non smoking room that the heater did not work in, with the very busy weekend I had put the room on market and instructed the front desk clerk to make sure whoever the guest who rented the room understood about the heater and gave them $10 off the nightly rate.  This is the first thing that I confirmed with the front desk clerk Saturday morning to confirm that she had let the guest know this.  I have copies as well of our housekeeping sheets that show her room cleaned Saturday as a stayover, if she had checked out housekeeping would have called down to the front desk and asked if the guest had checked out-there is no notes on the houskeeping board of the room looking anything but like a stayover should.  I have a copy of the maid sheet on Sunday which states the room being a checkout and again no notes of the room looking clean and not used, which would be left if the guest had not stayed the last night.  I asked the front desk clerk if she could recall anything of the sort where the guest would have been under the impression that she was only booked in for the one night when she had signed for two and she said no.  After reviewing my records and speaking with the clerk a couple times about the situation I am standing by the charge for the two nights and will not reverse the charge for the second night.  She signed with us for two if she by chance went and stayed at another hotel Saturday night she did nothing to inform us of her intentions to do so.Thank you for your time and consideration.

We received a refund for this room.

Review: According to the website advertisement you can book Silverwood packages for $149 M-Th and $159 on fri-sun. I booked 3 for Fri- SUN.I was assured that the tickets were included after speaking with the front desk staff during the course of a week leading up to our check in. The silverwood package is; your room, hot breakfast and two adult tickets to the park for $149-$159.When I asked the lady at the front desk for the tickets she very shrudely with a nasty face siad "The tickets are included but you have to pay extra for them" What??? I said. She literally made me feel like a fool trying to "break down the pricing" I kept telling her that I just wanted to know why the tickets were extra when they are clearly advertised as being in the package. she kept trying to tell me the same thing and finally she got upset enough and said that if I had a problem with her explanation then I could leave which made us very,very uncomfortable, this being after she had ran $589 on my credit card for my 3 packages in which she was not willing to refund because if I could have I would have taken it and never looked back..but we decided to stay and I decided that I would just talk to the manger in the AM. She was even worse than the front desk lady. I called their corporate office and tried speaking with someone about it but she advised me to talk to the regional manger. Well come to find out [redacted]( the Manager I tried speaking to)is also the regional or general mgr.So there was no way I was going to get anywhere with that.I ended up paying an extra $200+ for tickets to Silverwood being that we drove all the way from portland OR and Seattle just to have some fun.I would like for some one to refund the extra monies I spent on the tickets to Silverwood and to also find someone with better manners and customer sevice skills other than the lady that works the desk at night especially the manager.Desired Settlement: the money spent for 6 extra Siverwood tickets and half of the room expenses just for the uncomfortable and rude situation I had to endure along with 12 of my family members.Find some one with better customer service skills for the front desk including the manager that knows how to treat customers.

Business

Response:

In response to this complaint we offer a Silverwood package that is $149.95 Sunday thru Thursday and Fridays and Saturdays which is $159.95. Our package includes your room accommodations and 2 tickets into Silverwood. The package is broken down that you pay $75.97 Sunday thru Thursdayand Fridays and Saturdays is $85.97, plus taxes. The tickets are $36.99 plus tax a piece and any additional tickets are sold for the same. Since we have to go online thru Silverwood to purchase the guests discounted Silverwood package they are given two separate receipts, one for the room and one for any tickets that are purchased. I ujnderstand that it may sound a little confusing but all the clerks took time out upon checkin and check out to explain their receipt and charges. If she were to dispute having used the room or the tickets we would look into that, but we would not be issuing any sort of refund because she didn't understand the package after seeing it all displayed on our website and after myself and the front desk clerk explained her charges to her.

Review: I have a complaint that I would like to be addressed. My husband, 2 children and myself checked in at the above hotel on Tues, July 23rd. When checking in, the clerk at first could not find our hotel reservation after doing some research she did find it. It was booked for the wrong dates in the first place. 2nd night, my oldest son complained there was something sharp under the bed... I was doing something and did not stop to look. About 30 minutes later while I was on the phone with my mother my youngest started to cry and held his toe and sat on the edge of the bed and moved his hand it had blood all over his hand. When my husband looked under the bed, he noticed the bed frame was broke and actually not bolted together and one of the metal support braces was hanging down which had a sharp edge. When I called the front desk that night, the phone rang at least 30 times and when the clerk finally answered it seemed that I was bothering her. She said she would note the incident but I would need to get ahold of the Manager in the morning. When I talked with Sarah the next morning she said "ohh"...not sorry. She did ask if he saw a doctor. She asked if we were staying another night when we said we were then she said she would let the maintenance man know and it would be fixed. When we came back that night my husband and I sat on the bed and it sank...we didn't really think anything of it however when we lifted the mattress up the following night we realized that in fact the bed frame was not fixed but instead the support bar was just pushed up at an angle therefore not giving any support (and leaving it a safety concern for future guests.) My husband a degenerative disc in his back and this did not help matters at all. I also have numerous pictures showing that the room was not cleaned very well. The refridgerator was not only dirty but also moldy, dirty wash rags left for days in the bathroom along with trash. The list goes on and on. I also have a picture of the bed frame and my son's toe. When checking out I expressed my disappointment to Sarah who gave us a $30 credit but didn't seem like it was worth her time or concern even when we pointed out that the bed was still a safety issue. When leaving that day in the elevator another guest had made a comment to me that led me to believe her experiece was sub-par as well. I am asking for an entire refund for the hotel rooms only. That total comes to $325.96. I will be happy to email you any pictures if you would like to see them. I would appreciate your attention and resolution to this matter promptly.Desired Settlement: I would like a refund in the full amount of our remaining hotel balance. I explained that we are happy to have paid the $313.00 for Silverwood Theme Park Tickets but wanted a refund for the hotel portion. My husband is the one who found this hotel but after reading the online reviews today myself, I would have never stayed there. There is an obvious problem. I was also denied by the GM and by [redacted] the Relationship Revenue Manager to have any form of communication with the Owner.

Business

Response:

[redacted] was a guest who checked into our hotel July 23rd and checked out July 27, they stayed 4nights. They were doing a family trip to Silverwood. On July 25th the family came down to the front desk and said their son had cut his foot the night before on a piece of the bed frame. I asked if he had needed any medical attention, she said no she had bandaids herself. I had her fill out a incident report and informed her that if any medical attention was required for him in regards to this incident to let us know. RIght away I had our maintenance guy Mike go fix their bed frame. The guests stayed 2 more nights at the hotel after the incident and didn't express any more concerns to us, as well went to Silverwood that day, so obviously the cut was not that serious. When the guest checked out with me they brought up their son's cut again and I told them that we had fixed the issue right away and that if they had any concerns on the room they should have let us know right away, which we had heard none, upon this time I did give them a room credit of $30.00 which I felt adequately justified the part that had cut their son's foot. After recieving a complaint letter from corporate I issued another $30.00 credit, which totaled $60.00 that we gave these guests a credit for their son getting cut on the bed. Of course I do feel that if any medical attention was needed for the cut that we would take a look into taking care of what we would need to on our end that was rightfully so. These guests are asking that all their nights they stayed to be credited back, and I don't believe that that is right. These guests continued to stay at the hotel did not express any more complaints to us and was given a $60.00 credit total towards the room, we did not neglect them addressed their issues and compensated as well for what we felt was rightly needed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9658296, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would like to clarify some errors in the business response. First, the original complaint was communicated on July 24th. I had called the front desk and waited for at least 30 rings before the front desk clerk answered and then proceeded to talk to me like I was bothering her. This was brought to the GM's attention and she simply said "well they can't just stay at the front desk they have to go other places". Secondly, I did complain when leaving about numerous other things especially the cleanliness or lack there of. However, I was trying to be respectful as there were other customers standing waiting to be checked in. Third, I was never asked to complete an incident report. I requested to complete an incident report in the instance that my son's toe would become infected so I would need some documentation. Finally, the bed was indeed not fixed!! As my pictures show (which were taken 2 days after the incident) it was not fixed. They simply took the broken bed frame piece and turned it towards the top of the bed so it would no longer stick out. I'm sure it is fixed now!

I am extremely disappointed that we were lied to regarding the fact that the bed was fixed. There was absolutely no regard for our safety or customer service. I am also very frustrated in the lack of response, concern and communication on behalf of the business. The Revdex.com only recieved a response today once I again sent an email today to the GM stating that if my remaining balance was not credited I would seek legal action. When reviewing other reviews there is one from a guest that says she stepped on the floor and something poked her foot and it hurt really bad (posted on May 21). Another comment states, it is extremely hard to get a hold of the front desk. It would be nice if they would simpley listen to their guests feedback and act on it. I feel a refund of the remaining balance is not outrageous to compensate for the time that I have had to put into this and the fact I was lied to and you are being lied to.

I will determine how to proceed after the business next response.

Business

Response:

I do apologize if she felt that our customer service was poor and not happy with how we fixed the bed. Myself and all of my staff do our best to service all of our guests. When the bed frame was brought to our attention, Mike our maintenance man, went to the room and fixed the piece that was broken. The guest stayed for 4 nights, to bring up any housekeeping cleanliness issues should have been done during the stay, not when checking out, or after the stay. Our staff does take care of any issues that are brought to our attention immediately. I do not feel that there is any need for compensation for customer service or housekeeping issues. Our staff does our best to service all our customers and address and take care of any housekeeping issues immediately, and would have taken care of them right away. I don't understand why this guest would not have checked out sooner or brought to our attention immediately these complaints on the housekeeping. We have credited a total of $60.00 for the son's cut and the broken piece on the bed. We will not be crediting back anything back on the customer service and the housekeeping because this guest stayed 4 nights and did not bring these up during her stay and obviously was ok with everything or she would have checked out immediately or brought these to our attention before she checked out and thereafter. To ask for a complete refund on 4 nights is ridiculous, if you were that unhappy why would you not have checked out earlier??

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9658296, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not going to go back and forth on this any longer. I will seek other avenues to obtain reimbursement.

Review: well, because my loving husband and myse;lf fell upon some harxd times last year and received some financial help, rent at this establishment, from our church [redacted], we started noticeing a decline in our status as guests at this hotel. first we were moved to the grossest room ever with no fridge, pet hair everyqhere, fleazs, smoked up walls and of course they were suddenly remodeling where we previously were residing. then we were tod that not only were we lowlife charity cases who now had no say in anything as far as people go but we also could not bring attitude to the higher powers, the employees of the hotel, of any type no complaints, noguests like suggestions, nothing! these people not only took my dignity as ahuman but as a wife, person and pillar of all communities I've ever lived in. please do not allow establishments such as these hurt a fellow hard working American like this. i'm not a bum and just because my tithing that I have paid, 10% of my earnings every month, was coming back to me to help me out did not make me a non guest that she ultimitally called the police on us because well we did not move our stuff out fast enough and explained that because I felt they should return the money I gave to them even in check form that it belonged to us so we may get another room. these people make me ashamed to call myself a human being, what joke.Desired Settlement: I would not only like an apology but also would like them to unsmear myself and my husband with the local police as well as anyone else who got to enjoy such bullying of a poor couple. and the firing of one clerk named joe. I/m sorry but she really hurt us!!!

Business

Response:

I have no record of this guest staying with us, can she provide a confirmation # I can research on? As well none of these complaints sound familiar to me.

Review: Upon arriving at the hotel the lobby smelled heavily of cigarette smoke. I went to check out our non-smoking room and it also smelled heavily of smoke. We sat in the room for 20 minutes and the smoke was too much. The smoke gave me a headache and my guest couldn't breathe through her nose due to her allergy to the cigarette smoke. Our kids were also feeling I'll from the smoke. We spent the next half hour looking for a different hotel. We then took our belongings down to the lobby to check out. We were offered another room on the first floor, but with the lobby being smokey, we opted for cancellation. We were told we would have to pay for the first of the two nights of our reservation because there was no one there to clean the room and it couldn't be rented out that first night. The lady at the counter said there was nothing she could do, no manager she could call, and no customer service number to call. The next day I called and asked for the manager, whom I was speaking with and was put on hold for more than 6 minutes before I hung up and called back. She knew who I was and denied that the room was smokey, that the lobby was smokey, and because we didn't try the other room offered she couldn't give us more of a refund. She said we should be grateful to get any credit at all. I asked if there was anyone else I could call and she said no. I turn my complaint to you in hopes to hold them accountable for their terrible customer service, and if we could get the money back for the night we couldn't stay in their smokey hotel for our own health reasons, that would be right. Thank you for giving consumers a voice when businesses don't care to listen!Desired Settlement: Would like a full refund.

I also think the hotel should not be allowed to advertise non-smoking rooms, as they all smell smokey!

Business

Response:

We offered to move the guest to a different room and she declined and said our whole hotel smelled like smoke. We have 80 rooms and run 80 percent occupancy every night, no one else complained of the hotel smelling like smoke. She declined a possible resolution of even trying a different room. She paid $59.0 plus tax, I refunded her 1/2 of her stay which was $29.50 plus tax. She only paid $35.04 total which I sent her a receipt showing, so I don't know where on her bank statement it shows we charged her $157.00??? I feel that this is fair being no one else complained that the hotel smelled of smoke and the clerk did not smell anything either, and she declined a possible resolution of trying a different room.

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]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In response to the business's reply, I now have charges on my bank account from Fairbridge for $35.06 AND for the full length of the original booking of $157.56 the later of which I assume will be returned to my account after so many business days.? I do appreciate the discounted charge for the stay we did not use, however I still feel I was charged for something that it was impossible for me to use due to health reasons.

Since the people in my party were having health issues due to the smokiness of the business (including the room and the lobby), and were unable to stay despite the fact that the hotel advertises NON-smoking rooms, then it is NOT fair to charge when there was no room offered that was smoke free. The first floor was just as smokey and that is where the alternate room was offered. We chose to cancel for failure to provide what was advertised.