Four Points by Sheraton Columbus Ohio Airport

I am aware of the Mrs [redacted] disatisfaction with the hotel In someways I understand her situation but at the same time it is an all or nothing approach with the client As I send this right now we are working with the brand as she has also issued a formal complaint to them The basis of the situation is this Ms [redacted] is employed with Southwest Airlines and called down to say that she had bed bugs in the room that she was staying in This happened in the early morning hours of I believe the 30th The hotel changed her rooms and she left a note with her information on it The hotel has a contract with the airlines and the employee lodged a formal complaint with the airlines called Crewrest When this happens the hotel has to go through this form of response I responded and let the airline know we will have to get the room formally inspected Once this happened, I let the airline know that the findings were positive and they contacted the guest The guest then said she was appalled that we did not reach out to her and apologize The case was when you go through a different chain of command this is how we had to approach the situation I consulted with the airline and they instructed me we are not inclined to do anything but a goodwill gesture goes a long way I spoke with my ownership as well as the main contacts with Southwest and agreed with a goodwill gesture of $to $ I spoke with the guest and apologized and let her know why she had not heard from me I then offered her $which she did not agree with but accepted Ms [redacted] then called back minutes later and wanted to speak with my ownership I gave her the number and again spoke with Southwest and they said the issue is up to us but that was a strong goodwill gesture My owner was not in when she called and Ms [redacted] called me back to voice her displeasure and I let her know to give it time that someone would be in touch with her She expressed to me that she was the client and not Southwest and that they cannot speak to her and that she felt that what she maintained she lost was $ I simply told her that my offer was what I had to offer and that she chose to bypass me so that she needed to express her conversation with our regional manager.Dan my regional manager did reach out to her and expressed that he would give her $which is still not what the client is seeking Again the issue is being administered as we speak right now by the hotel's franchise team The core issue is that there is an amount the hotel is willing to compensate for the losses that Ms [redacted] has endured but we feel $especially due to the fact the airline is in agreement is fair She does not agree and so there is no room for conversation It is an empty conversation piece as the amount offered still stands; however, the guest does not agree with the compensation.In fairness I believe the case should be closed out as the hotel is more than willing to offer the $

I am aware of the Mrs. [redacted] disatisfaction with the hotel.  In someways I understand her situation but at the same time it is an all or nothing approach with the client.  As I send this right now we are working with the brand as she has also issued a formal complaint to them. ...

The basis of the situation is this.  Ms. [redacted] is employed with Southwest Airlines and called down to say that she had bed bugs in the room that she was staying in.  This happened in the early morning hours of I believe the 30th.  The hotel changed her rooms and she left a note with her information on it.  The hotel has a contract with the airlines and the employee lodged a formal complaint with the airlines called Crewrest.  When this happens the hotel has to go through this form of response.  I responded and let the airline know we will have to get the room formally inspected.  Once this happened, I let the airline know that the findings were positive and they contacted the guest.  The guest then said she was appalled that we did not reach out to her and apologize.  The case was when you go through a different chain of command this is how we had to approach the situation.  I consulted with the airline and they instructed me we are not inclined to do anything but a goodwill gesture goes a long way.  I spoke with my ownership as well as the main contacts with Southwest and agreed with a goodwill gesture of $100 to $150.00.  I spoke with the guest and apologized and let her know why she had not heard from me.  I then offered her $150.00 which she did not agree with but accepted.  Ms. [redacted] then called back 10 minutes later and wanted to speak with my ownership.  I gave her the number and again spoke with Southwest and they said the issue is up to us but that was a strong goodwill gesture.  My owner was not in when she called and Ms. [redacted] called me back to voice her displeasure and I let her know to give it time that someone would be in touch with her.  She expressed to me that she was the client and not Southwest and that they cannot speak to her and that she felt that what she maintained she lost was $400.00.  I simply told her that my offer was what I had to offer and that she chose to bypass me so that she needed to express her conversation with our regional manager.Dan my regional manager did reach out to her and expressed that he would give her $200.00 which is still not what the client is seeking.  Again the issue is being administered as we speak right now by the hotel's franchise team.  The core issue is that there is an amount the hotel is willing to compensate for the losses that Ms. [redacted] has endured but we feel $200.00 especially due to the fact the airline is in agreement is fair.  She does not agree and so there is no room for conversation.  It is an empty conversation piece as the amount offered still stands; however, the guest does not agree with the compensation.In fairness I believe the case should be closed out as the hotel is more than willing to offer the $200.00.

I am aware of the Mrs. [redacted] disatisfaction with the hotel.  In someways I understand her situation but at the same time it is an all or nothing approach with the client.  As I send this right now we are working with the brand as she has also issued a formal complaint to them.  The...

basis of the situation is this.  Ms. [redacted] is employed with Southwest Airlines and called down to say that she had bed bugs in the room that she was staying in.  This happened in the early morning hours of I believe the 30th.  The hotel changed her rooms and she left a note with her information on it.  The hotel has a contract with the airlines and the employee lodged a formal complaint with the airlines called Crewrest.  When this happens the hotel has to go through this form of response.  I responded and let the airline know we will have to get the room formally inspected.  Once this happened, I let the airline know that the findings were positive and they contacted the guest.  The guest then said she was appalled that we did not reach out to her and apologize.  The case was when you go through a different chain of command this is how we had to approach the situation.  I consulted with the airline and they instructed me we are not inclined to do anything but a goodwill gesture goes a long way.  I spoke with my ownership as well as the main contacts with Southwest and agreed with a goodwill gesture of $100 to $150.00.  I spoke with the guest and apologized and let her know why she had not heard from me.  I then offered her $150.00 which she did not agree with but accepted.  Ms. [redacted] then called back 10 minutes later and wanted to speak with my ownership.  I gave her the number and again spoke with Southwest and they said the issue is up to us but that was a strong goodwill gesture.  My owner was not in when she called and Ms. [redacted] called me back to voice her displeasure and I let her know to give it time that someone would be in touch with her.  She expressed to me that she was the client and not Southwest and that they cannot speak to her and that she felt that what she maintained she lost was $400.00.  I simply told her that my offer was what I had to offer and that she chose to bypass me so that she needed to express her conversation with our regional manager.Dan my regional manager did reach out to her and expressed that he would give her $200.00 which is still not what the client is seeking.  Again the issue is being administered as we speak right now by the hotel's franchise team.  The core issue is that there is an amount the hotel is willing to compensate for the losses that Ms. [redacted] has endured but we feel $200.00 especially due to the fact the airline is in agreement is fair.  She does not agree and so there is no room for conversation.  It is an empty conversation piece as the amount offered still stands; however, the guest does not agree with the compensation.In fairness I believe the case should be closed out as the hotel is more than willing to offer the $200.00.