Fallbrook Country Inn

Dear Sir,                       With reference to this complain I would  like to let you know that Guest has checked in on 08/06/2015 at 02.21 p m .At around  07.00 p m see came to...

the lobby and returned the key saying room is not as per her expectation.She made reservation through Expedia,her credit card was charged by Expedia not by us in that case she should contact Expedia for refund.We are ready to refund to Expedia as per the policy of Motel.Thus it is Expedia will refund to her.With Regards,[redacted].Manager.

Review: Called to request a reservation for a hotel room. Was never informed that the reservation could only be cancelled 3 days in advance. Called back to cancel the reservation 20-30 later and the woman got very rude and irate on the phone, raising her voice. When asked to speak with a manager, I was put on hold for 2-3 minutes and then hung up on. I called again to speak with a manager. When speaking with the manager, I explained my problem and was told that he could do nothing about it, upon speaking with the manager, I told him how irate the woman was and how unprofessional she was being when I called, he advised me that the woman was his wife and had already told him about the situation. He then again told me that there was nothing he could do and that he wouldn't refund my money to me.Desired Settlement: I would like a full refund and a letter of apology from this company. As active duty military, I know the frustrations of jobs and certain procedures but I found the way my situation was handled was very unprofessional.

Business

Response:

Dear Sir/Madam,

With reference to above complain I would like to let you know that on 10/18/2013 guest has made reservation and he was given confirmation number and informed him about our cancellation policy, the cancellation deadline for this reservation was already expired at that time but to our surprise guest has cancelled it immediately within 15 to 20 minutes.So as per our policy we will charge for 1st night and balance is refunded to guest. when a guest make reservation he agrees to all terms and condition laid by motel. And it is very much obvious in Hospitality business that last moment cancellation is allowed only with penalty.

Secondly my wife never spoke rudely with guest or hang up the phone but if guest felt so I apologize for the same.We are refunding second night rent here with and relevant documents in support of our stand is E mailed here.

Excuse for the trouble caused to you in this regards,

Thanking You,

Manager

Review: I was charged an additional $100.00 and was not told what the charge was for. After I called the hotel, they told me that the $100 was because I could only use the toilet to pee, however was not told this when checking inDesired Settlement: Refund my credit card the $100.00

Business

Response:

Dear Sir, In response to this complain against us our answer is as follow: First of all guest having reservation for two people only but there were more then two people in the room, we charge $.10.00 per extra person per night.When we asked about this he replied that we will pay for the extra people at check out but they did not. Secondly we never told guest that toilet is for urinal purpose only this is totally ridiculous statement no one can say like that it is very much a logical thing.As a matter of fact guest has used bath tub as toilet and mesh up it with human waste.When our maid went to clean the room she surprised a lot and immediately bring it to our notice.Due to this we could not rent this room ( # [redacted]) for three days and ultimately we had to call plumber to fix the problem and that cost us $.85.00.We have invoice as a proof. Guest is having reservation for regular room but we have upgraded the room and allotted him a deluxe room by the pool in good faith w/o charging him any extra fee. As per our policy we charge $.200.00 for any kind of damages (which is clearly written on Registration folio which is signed by guest) instead we charge actual cost we incurred for the damage.We did not taken into account the extra money we had to paid to maid and lose made due to not renting the room for two nights. From this clarification it is very much clear that our act was reasonable and as per the policy of Motel.

With Regards

(MANAGER)

Review: I booked an Expedia package; with a car and hotel for a week. I am sorry I did! Photos of Fallbrook Country Inn were misleading on the website. I also had booked the Motel because it offered a complementary breakfast, but when I spoke to a woman, joint proprietor, she told me that the kitchen had been shut down for compliance reasons. Upon my arrival the motel was very unkempt, however, I was traveling for funeral and was extremely exhausted so, I checked in hoping that the room would be ok. The room was horrible, so much that I did not feel comfortable even sitting on torn bedding; I found hair! The furniture was chipped and dirty. The bathroom had a torn window curtain, and toilet tank lid was not the original lid and a different lid was just put on top where you can see water and staining in the tank. The paint was chipping off of the ceiling. The room was not fit to stay in. The outside of my room was no better with garbage, used batteries, and old rib bones and cigarettes strewn everywhere around the patio. The pool was filthy with bugs and dead spiders floating on top and dirt sunk to the bottom. I have photos of many of the above descriptions. I was very disappointed with my experience and left to get something to eat hoping food would give me a different perspective on the motel. When I returned to the motel I was still uncomfortable to stay. I began packing to leave. I had called a friend to disclose the pictures and description of the dirty room. I spoke with the front desk and found the Manager extremely uncooperative. He stated, at the beginning of my check in, that he understood that his motel was being frequented by the "locals" that do drugs and other stuff. I requested my money back and he declined stating that I would have to discuss my refund with Expedia. From the time I checked in August 6th at 2:21 p.m. and checked out at 7:15 p.m. less than five hours were spent in that Motel. I had to leave to find a clean, safe and comfortable place to stay.Desired Settlement: I would like to be reimbursed all five of the seven reserved days that were charged to me during the period of August 6-13th, 2015 by The Fallbrook Country Inn. I am requesting this resolution due to Fallbrook Country Inn's failure to provide the agreed upon services and conditions as stipulated in my agreement with the motel via Expedia. As I stated before, there was no complimentary breakfast as advertised and the conditions in and around the motel created a health and safety hazard. Photos available upon request. I have already discussed and resolved my issues with Expedia.

This is my complaint only for Fallbrook Country Inn.

Business

Response:

Dear Sir, With reference to this complain I would like to let you know that Guest has checked in on 08/06/2015 at 02.21 p m .At around 07.00 p m see came to the lobby and returned the key saying room is not as per her expectation.She made reservation through Expedia,her credit card was charged by Expedia not by us in that case she should contact Expedia for refund.We are ready to refund to Expedia as per the policy of Motel.Thus it is Expedia will refund to her.With Regards,[redacted].Manager.