Garden Place Hotel

Response taken by phone: The customer did stay with us The window was open in his room and it did let a bug in We immediately took care of it There was an error on the customer's bill He spoke to someone in our billing department and all charges were corrected

Thank you for your prompt responseMy complaint is against the Delavan hotel, the Delavan is owned by Sa [redacted] s Garden Place hotel and they are a new hotel that opened up a couple months ago and is just down the street from the Garden Place HotelI worked with the sales manager who works at both Garden Place and Delavan hotelOur entire softball team stayed at the Delavan hotel along with their familiesShe offered me a complimentary room for three nights after I pay for the first night and then after I checked out they charged me for two room nightsI have the confirmation email with our agreement and my receipt after checking outWe also had a bug infestation in some of our rooms and had to switch rooms and take all of our clothing to the cleanersWe had a very poor experience and then they overcharged meThey have not returned my calls

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.I have a confirmation from the hotel stating I would receive three complimentary nights and there is nothing in the contract regarding 15 other guests needed. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Hi [redacted] This is in reference ID # [redacted] in regards to [redacted] in regards to his claim that he should be receiving a third comp night for when he was with us Our comp policy is comp per room nights on the day of each stay Mr[redacted] should have only received one comp per his groups reservations at both of our hotels and he did actually receive one more than he should have been awardedPlease let me know if you need any other information or verification on our endThank you for your time and have a great day!Nick S [redacted]

Hi [redacted] , This is the response that I had received from my AGM David at The Delavan Hotel. Also on top of this Mr. [redacted] did have 2 complimentary nights when he was only suppose to receive one. Your case number on this is [redacted] . Please let me know if you need anything else on our end. Have a great day,

Response taken by phone: The guest did report the leak the night of her stay. We immediately moves her into another room, credited her $and also issued her a gift cert for $towards a future stay with us. We apologize for the inconvenience but feel we have adequately
compensated her for this

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
To whom it may concern, This hotel was the worst experience I ever had staying at an establishmentI had to be placed into three different rooms and all of them had signs of severe water damage that had been visibly neglected on the ceiling for sometimeI have multiple pictures that I can provide of each roomI originally asked Jacob to allow for me just not to return due to the first two rooms were not up to standard for any clientJacob refused and said that he would still charge me that is why I returnedI am seeking a full refund due to the poor conditions of every room that I was placed inThis experience ruined what was supposed to be a celebration for my sister and IThe first room did indeed have mold on the ceiling it was soft to the touch to the point where Jacob himself was able to penetrate the ceiling with his fingers and caused an immediate hole in the ceiling that had water leaking all over the toiletIt is the General Manager Nick job to ensure that the building is up to code, presentable and most importantly clean for the public it's not just wear and tear like it's neglect on behalf of the housekeeping staff, the inspectors of the rooms , management and Nick the general managerI am again seeking a refund for my stay and the poor customer service that I was given from the acting management on duty Jacob and Nick when he was told of these issues prior to my departure

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   
Regards,
[redacted]

I ended going back into the hotel personally, with someone else for support, since my complaint was not getting resolved. Someone there named Allen immediately found the issue and resolved it. I have now received the $50 credit that was missing and the complaint can be closed.

Hi [redacted] This is in reference ID # [redacted] in regards to [redacted] in regards to his claim that he should be receiving a third comp night for when he was with us.  Our comp policy is 1 comp per 15 room nights on the day of each stay.  Mr.[redacted] should have only received one comp per his groups reservations at both of our hotels and he did actually receive one more than he should have been awarded. Please let me know if you need any other information or verification on our end. Thank you for your time and have a great day!Nick S[redacted]

Good Afternoon [redacted],I hope you are well today.  Please note that Mr. [redacted] was not contracted any complimentary rooms.  Several days prior to group arrival, Mr. [redacted] reached out via phone to request complimentary rooms, in order to fulfill Mr. [redacted] request, I did adjust his booking and comped the last three days of Mr. [redacted] five-day booking.  The last three days were eligible for a comp as those days included enough group reservations to award a comp (our Hotel's policy is (1) comp room for every (15) reserved daily).  Unfortunately the entire team checked out a day early, therefore the last comp did not apply as this guest was not in-house.Mr. [redacted] requested during his early check-out that we retroactively apply the comp that would-have applied to his last night, to day one or two of his stay, which room charges were already posted-for; we did deny this request as comp rooms are only awarded to in-house guests, they are not retroactively applied.I will follow up this email with an email exchange that includes actualized room nights from this group, in all actuality, many reservations modified dates and/or cancelled to the point where Mr. [redacted] reservation did not at-all meet our comp room policy, however, we awarded him "comp" nights regardless, but only applicable to dates he was in-house.  Please let me know if you have any questions or if you would like any further info.  I have a thread of email exchange between Mr. [redacted] and I dating-after the one I will soon forward to you.Thank you for your time in reviewing this information!Jeanine P[redacted]

Response taken by phone:   The customer did stay with us.  The window was open in his room and it did let a bug in.  We immediately took care of it.  There was an error on the customer's bill .  He spoke to someone in our billing department and all charges were...

corrected.

Thank you for your prompt response. My complaint is against the Delavan hotel, the Delavan is owned by Sa[redacted]s Garden Place hotel and they are a new hotel that opened up a couple months ago and is just down the street from the Garden Place Hotel. I worked with the sales manager who works at...

both Garden Place and Delavan hotel. Our entire softball team stayed at the Delavan hotel along with their families. She offered me a complimentary room for three nights  after I pay for the first night and then after I checked out they charged me for two room nights. I have the confirmation email with our agreement and my receipt after checking out. We also had a bug infestation in some of our rooms and had to switch rooms and take all of our clothing to the cleaners. We had a very poor experience and then they overcharged me. They have not returned my calls.

Yes I defiantly remember Ms[redacted]  Ms.[redacted] when switching to her second room did show our front desk manager Jacob the issues that many were not a fault of the our staff but as the building a whole and nothing that could be done on our end. There was no mold on our property and she is...

correct the ceiling was patched properly by our maintenance staff, if needed we can send pictures.  Ms.[redacted] was given a 20% off discount and was in our largest suite for the night as compensation, this is more than many other hotels in the area would have given with the circumstances that had happened. Sincerely,  Nicholas [redacted]Salvatore’s HospitalityHotel Manager

Hope all is well, please reference the attachment to this email that will show the contracted rate and guest folios of Mr.[redacted]  Our hotel does not have an infestation of bugs but there was an issue with a few of the rooms and the HVAC unit blowers allowing bugs in during their stay.  We did comp each room that had an issue with this and move them to a different room. Please let me know if there is any other information on our end.  Jeanine is our hotel sales manager and did handle the situation professionally.  Mr.[redacted] did received everything that he was promised based on the attached contact. Have a good day,  Nicholas S[redacted]

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.I have a confirmation from the hotel stating I would receive three complimentary nights and there is nothing in the contract regarding 15 other guests needed.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Hi [redacted], This is the response that I had received from my AGM David at The Delavan Hotel.  Also on top of this Mr.[redacted] did have 2 complimentary nights when he was only suppose to receive one. Your case number on this is [redacted].  Please let me know if you need anything else on our end. Have a great day,