Gateway Inn

[redacted] Hello, I would like to request to close out my dispute with the Revdex.com in this matter and just move onI ask this be forwarded to the business as acceptance of their previous responses to my formal complaintI’ve realized after the conversations via Revdex.com just how selfish and unreasonable I’ve beenI couldn’t figure out why I was so upset over a $botched [redacted] Deal I came to realize it was the principle of the matter more than the moneyThankfully Lisa, the GM here at the Gateway Inn, was eloquent in writing a response to my complaint.I realized that when she wrote this: The problem for businesses today is people like this that will go to any lengths to hurt your business if you do not do what they want you to do It feels like blackmail to us "do what we say or else"just how right she is hereHow ridiculous of me to purchase a [redacted] (essentially a package at an extremely discounted rate) four months in advance and expect any type of phone call or email thanking me for my purchaseEven more ridiculous of me to expect a courtesy call or email reminding me that the dates that I booked four months ago are approachingI am sure the full paying customers are far more important and in too great a capacity for them to remember about meI had further far-fetched hopes when I called the business hoping to be dealt with any sort of respectMy expectations where obviously too high when I called to let them know that we missed our ‘discounted’ stay and asked to re-bookAt the time I didn’t understand why I didn’t receive any sort of empathetic statement such as “I am sorry you missed the stay.” Let alone a further statement of concern or even an intended statement to resolve the problem“I’d love for your employee to stay hereLet’s see what I can do.” I would have even been fine with “Well we can’t rebook the [redacted] but I’d be glad to book a regular stay at full price.” I was just asking too much.I should not have attempted to continue talking after the GM explained how I cost the hotel moneyClearly the $I lost was far less important than the money that the hotel lostI should have not attempted to respond to this statement at all and just let the GM further explain their ‘ [redacted] ’ policyOf course I deserved to be hung up onThen I further added fuel to the fire when I called back my 5th time and received a threat that they would call the sheriffI had no right to make a “threat” about leaving a negative reviewIn by leaving my negative review I didn’t realize that I was the one that “will go to any lengths to hurt [their] business”Now I understand why when I spoke with Lisa why she despised me so muchWhy she felt my call was so worthless that she hung up on me five timesWhy she ‘refused to talk to me unless I was going to listen to her.’ I understand nowBecause it “is people like [me] that will go to any lengths to hurt [their] business”Lisa went on to state that “We should not have to pay for her mistake.” You’re right LisaMy employee should have been told the exact terms and conditions of a giftIt’s my mistake that I did not make the terms of her gift clear; and because I didn’t make the terms of her gift clear you “could have sold that room that sat empty due to our sold out status that night”That is our mistake and therefore you’re rightWe should pay for thatI have decided not to make you “pay for my mistake.” You can keep the $since I have cost you so much money elsewhere- keep it as a donation from me to you for all the trouble I’ve clearly put you through as a customerMy expectations were just too highI would have donated more to make up for the “mistakes” made, but I decided to re-book my employee’s stay at the other resort, in a close vicinity to you, for full priceI think she will value that moreYou will not be hearing from me againI will also not pursue any further recourse for consumer rights being violated for calls being recorded without knowledge, consent or a public declaration that such recording devices are being used on your premisesI do ask that my calls be deleted and will trust that you have taken care of that so this matter can be forever closed between all partiesOn behalf of me and my employee, I apologize for the problems and mistakes we have caused youI wish you and your establishment all the best.Please let me know that this request and letter has been forwarded to them, as I could not determine how to do so through the Revdex.com conversations on the website

Here is a copy of the link to our [redacted] .com Promotion clearly stating the cancellation policy and no date changes [redacted] The customer contacted us the day after her reservation See attached reservation Customer called on December 20, The customer also contacted [redacted] .com after the reservation dateto request a change of reservation date The customer was considered a no-show/no-call Her statements about most of the conversations between our staff and the customer are very inaccurateShe threatened us with complaints if we did not give her another date in the future to use her [redacted] The problem for businesses today is people like this that will go to any lengths to hurt your business if you do not do what they want you to do It feels like blackmail to us "do what we say or else" This customer's employee did not value the gift given to her enough to show up or make changes to the dates prior to her scheduled reservation We should not have to pay for her mistake We were sold out that night We also sold out [redacted] .com The customer failed to show for the reservation, the customer failed to make arrangements to change the date of the reservation, we could have sold that room that sat empty due to our sold out status that night, our policy is clear when purchasing a [redacted] for cancellation and changes please feel free to contact me if you need further information or documentationLisa J [redacted] General Manager Gateway Inn 970-627-

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Hello, I would like to request to close out my dispute with the Revdex.com in this matter and just move onI ask this be forwarded to the business as acceptance of their previous responses to my formal complaintI’ve realized after the conversations via Revdex.com just how selfish and unreasonable I’ve beenI couldn’t figure out why I was so upset over a $botched *** Deal…I came to realize it was the principle of the matter more than the money. Thankfully Lisa, the GM here at the Gateway Inn, was eloquent in writing a response to my complaint.I realized that when she wrote this: The problem for businesses today is people like this that will go to any lengths to hurt your business if you do not do what they want you to do It feels like blackmail to us "do what we say or else"just how right she is hereHow ridiculous of me to purchase a *** (essentially a package at an extremely discounted rate) four months in advance and expect any type of phone call or email thanking me for my purchaseEven more ridiculous of me to expect a courtesy call or email reminding me that the dates that I booked four months ago are approachingI am sure the full paying customers are far more important and in too great a capacity for them to remember about me. I had further far-fetched hopes when I called the business hoping to be dealt with any sort of respectMy expectations where obviously too high when I called to let them know that we missed our ‘discounted’ stay and asked to re-bookAt the time I didn’t understand why I didn’t receive any sort of empathetic statement such as “I am sorry you missed the stay.” Let alone a further statement of concern or even an intended statement to resolve the problem“I’d love for your employee to stay hereLet’s see what I can do.” I would have even been fine with “Well we can’t rebook the *** but I’d be glad to book a regular stay at full price.” I was just asking too much.I should not have attempted to continue talking after the GM explained how I cost the hotel moneyClearly the $I lost was far less important than the money that the hotel lostI should have not attempted to respond to this statement at all and just let the GM further explain their ‘***’ policyOf course I deserved to be hung up on. Then I further added fuel to the fire when I called back my 5th time and received a threat that they would call the sheriffI had no right to make a “threat” about leaving a negative reviewIn by leaving my negative review I didn’t realize that I was the one that “will go to any lengths to hurt [their] business”. Now I understand why when I spoke with Lisa why she despised me so muchWhy she felt my call was so worthless that she hung up on me five timesWhy she ‘refused to talk to me unless I was going to listen to her.’ I understand nowBecause it “is people like [me] that will go to any lengths to hurt [their] business”. Lisa went on to state that “We should not have to pay for her mistake.” You’re right LisaMy employee should have been told the exact terms and conditions of a giftIt’s my mistake that I did not make the terms of her gift clear; and because I didn’t make the terms of her gift clear you “could have sold that room that sat empty due to our sold out status that night”That is our mistake and therefore you’re rightWe should pay for that. I have decided not to make you “pay for my mistake.” You can keep the $since I have cost you so much money elsewhere- keep it as a donation from me to you for all the trouble I’ve clearly put you through as a customerMy expectations were just too highI would have donated more to make up for the “mistakes” made, but I decided to re-book my employee’s stay at the other resort, in a close vicinity to you, for full priceI think she will value that more. You will not be hearing from me againI will also not pursue any further recourse for consumer rights being violated for calls being recorded without knowledge, consent or a public declaration that such recording devices are being used on your premisesI do ask that my calls be deleted and will trust that you have taken care of that so this matter can be forever closed between all parties. On behalf of me and my employee, I apologize for the problems and mistakes we have caused youI wish you and your establishment all the best.Please let me know that this request and letter has been forwarded to them, as I could not determine how to do so through the Revdex.com conversations on the website

Here is a copy of the link to our ***.com Promotion clearly stating the cancellation policy and no date changes. ***The customer contacted us the day after her reservation. See attached reservationCustomer called on December
20,2015 The customer also contacted ***.com after the reservation dateto request a change of reservation dateThe customer was considered a no-show/no-callHer statements about most of the conversations between our staff and the customer are very inaccurate.She threatened us with complaints if we did not give her another date in the future to use her ***. The problem for businesses today is people like this that will go to any lengths to hurt your business if you do not do what they want you to do. It feels like blackmail to us. "do what we say or else"This customer's employee did not value the gift given to her enough to show up or make changes to the dates prior to her scheduled reservation. We should not have to pay for her mistake. We were sold out that night. We also sold out ***.com. The customer failed to show for the reservation, the customer failed to make arrangements to change the date of the reservation, we could have sold that room that sat empty due to our sold out status that night, our policy is clear when purchasing a *** for cancellation and changes. please feel free to contact me if you need further information or documentation.Lisa J***General ManagerGateway Inn970-627-

I would like to address the complaints from this guest for their stay on June 5, If the guest came in concerned about the size of the room, we could have changed her to another room that wouldhave met her needsWe make assignments to rooms based on the number of individualsShe booked a
room basedon adultsWe had other rooms availability and could have made a changeShe did not askThe towels were cleanRooms are cleaned and inspected after each guest checks outWater: We did not have a problem with water that we were aware ofNo other guest complained that they had nowater or low pressureBugsOn occasion a guest may see an ant or a mosquito, afterall we are in the National Forest at the gate of Mt.Rainier but we DO NOT have bed bugs of any kindOn 6/10/this guest called Expedia who in turn called usand made this allegationWe immediately went to that room and checked the bed and futon in this unit and therewere NO bugs anywhere.All these allegations are very upsetting to me as I have owned this business for years and no one has complainedlike this beforeI take it very personally that someone could be so unhappy at my establishmentAll her complaintsare untrue and not validI have an after-hour buzzer on my front office doorIf someone needed assistance, all theyhad to do is ring the bellIf the person had come to me immediately I would have tried to make her happyAs it isshe waited days after her stay to complainI do not feel a refund is warranted as she is making accusations
Sincerely,
Kenny KSo
Owner/Manager

[redacted]
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Hello, I would like to request to close out my dispute with the Revdex.com in this matter and just move on. I ask this be forwarded to the business as acceptance of their previous responses to my formal complaint. I’ve realized after the conversations via Revdex.com just how selfish and unreasonable I’ve been. I couldn’t figure out why I was so upset over a $65 botched [redacted] Deal…I came to realize it was the principle of the matter more than the money. Thankfully Lisa, the GM here at the Gateway Inn, was eloquent in writing a response to my complaint.I realized that when she wrote this: The problem for businesses today is people like this that will go to any lengths to hurt your business if you do not do what they want you to do.  It feels like blackmail to us.  "do what we say or else"just how right she is here. How ridiculous of me to purchase a [redacted] (essentially a package at an extremely discounted rate) four months in advance and expect any type of phone call or email thanking me for my purchase. Even more ridiculous of me to expect a courtesy call or email reminding me that the dates that I booked four months ago are approaching. I am sure the full paying customers are far more important and in too great a capacity for them to remember about me. I had further far-fetched hopes when I called the business hoping to be dealt with any sort of respect. My expectations where obviously too high when I called to let them know that we missed our ‘discounted’ stay and asked to re-book. At the time I didn’t understand why I didn’t receive any sort of empathetic statement such as “I am sorry you missed the stay.” Let alone a further statement of concern or even an intended statement to resolve the problem. “I’d love for your employee to stay here. Let’s see what I can do.” I would have even been fine with  “Well we can’t rebook the [redacted] but I’d be glad to book a regular stay at full price.” I was just asking too much.I should not have attempted to continue talking after the GM explained how I cost the hotel money. Clearly the $65 I lost was far less important than the money that the hotel lost. I should have not attempted to respond to this statement at all and just let the GM further explain their ‘[redacted]’ policy. Of course I deserved to be hung up on. Then I further added fuel to the fire when I called back my 5th time and received a threat that they would call the sheriff. I had no right to make a “threat” about leaving a negative review. In by leaving my negative review I didn’t realize that I was the one that “will go to any lengths to hurt [their] business”. Now I understand why when I spoke with Lisa why she despised me so much. Why she felt my call was so worthless that she hung up on me five times. Why she ‘refused to talk to me unless I was going to listen to her.’ I understand now. Because it “is people like [me] that will go to any lengths to hurt [their] business”. Lisa went on to state that “We should not have to pay for her mistake.” You’re right Lisa. My employee should have been told the exact terms and conditions of a gift. It’s my mistake that I did not make the terms of her gift clear; and because I didn’t make the terms of her gift clear you “could have sold that room that sat empty due to our sold out status that night”. That is our mistake and therefore you’re right. We should pay for that. I have decided not to make you “pay for my mistake.” You can keep the $65 since I have cost you so much money elsewhere- keep it as a donation from me to you for all the trouble I’ve clearly put you through as a customer. My expectations were just too high. I would have donated more to make up for the “mistakes” made, but I decided to re-book my employee’s stay at the other resort, in a close vicinity to you,  for full price. I think she will value that more. You will not be hearing from me again. I will also not pursue any further recourse for consumer rights being violated for calls being recorded without knowledge, consent or a public declaration that such recording devices are being used on your premises. I do ask that my calls be deleted and will trust that you have taken care of that so this matter can be forever closed between all parties. On behalf of me and my employee, I apologize for the problems and mistakes we have caused you. I wish you and your establishment all the best.Please let me know that this request and letter has been forwarded to them, as I could not determine how to do so through the Revdex.com conversations on the website.

Complaint: [redacted]
I am rejecting this response because: (Gateway Comments are in Italics)These Statements are inaccurate:The customer contacted us the day after her reservation.  See attached reservation. Customer called on December 20,2015  The customer also contacted [redacted].com after the reservation date. to request a change of reservation date[redacted] purchased the [redacted] on September 24th 2015 for dates nearly 4 months away (December 19th and 20th). This item was purchased for a party who was unknown at the time of purchase as an employee incentive. [redacted] was the employee who was awarded the employee incentive she was awarded on 12/9/2015. She had never seen the 'terms and conditions' 'cancellation policies' or any other term of the original purchase. She was awarded the prize on 12/9. (I've attached a screen shot of this email). As you can see, I advised her in the email to call the hotel and arrange to change dates if they didn't work for her. We've done this with MANY [redacted] deals and anytime there is a missed date they reschedule for a fee (this is even if they have the same 'terms' as the [redacted] listed for the Gateway).These Statements are also inaccurate:Her statements about most of the conversations between our staff and the customer are very inaccurate.She threatened us with complaints if we did not give her another date in the future to use her [redacted].  The original call I made was at 1:19 and I spoke with Alicia. No threat was made. I just asked for her manager to call me back. The second call was at 2:07 from Lisa the manager. This call lasted for 2 minutes. I explained my situation and made zero threats. Then Lisa proceeded to tell me how 'I lost the hotel money' This as an extremely one sided statement without even considering that I the customer had ALSO lost money. I attempted to explain that we've done other [redacted] deals and were allowed to pay extra money to switch and reschedule/rebook dates. But she continued to talk because I also continued to talk, she hung up on me.It wasn't until the final call made at 2:13 pm where Lisa frist threatened ME that she would call the Sherriff for harrassment (this was after 5 previous calls where she also hung up on me and a statement of 'I refuse to talk to you unless you are going to listen to me'. That I informed her that I was on [redacted] writing my review. If they don't want customers to write negative reviews, then they should NOT make threats, hung up or talk over customers. Customer Service is a TWO way street. The problem for businesses today is people like this that will go to any lengths to hurt your business if you do not do what they want you to do.  It feels like blackmail to us.  "do what we say or else"This customer's employee did not value the gift given to her enough to show up or make changes to the dates prior to her scheduled reservation.  We should not have to pay for her mistake.  We were sold out that night.  We also sold out [redacted].com.  The original purchase was made in September for dates FOUR months away. Not ONCE did I receive an email or phone call out of courtesy regarding the purchase. Not even a "thank you" for the purchase, or even as a common courtesy to remind us of the dates. Luckily for the Gateway I have a good memory and was able to remember to give my employee her award that was booked four months prior. That's the problem with businesses today. Someone makes a purchase and they think their job is done. That's also the problem with business who work with [redacted]. They discount their rates then provide 'coupon rooms' (taken from another public review of this establishment) and hope that people will just "forget" that they made the purchase so they can rob them of their money.It's a shame the establishment did not value a purchase and make an attempt to honor that purchase-- even when an opportunity to make additional money was there for them. We were BOTH aware that the dates were missed- and this establishment missed out on REBOOKING a purchase. We would have paid extra. Lisa never allowed us to get there far.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: (Gateway Comments are in Italics)
These Statements are inaccurate:
The customer contacted us the day after her reservation.  See attached reservation. Customer called on December 20,2015 
The customer also contacted [redacted].com after the reservation date. to request a change of reservation date
[redacted] purchased the [redacted] on September 24th 2015 for dates nearly 4 months away (December 19th and 20th). This item was purchased for a party who was unknown at the time of purchase as an employee incentive. [redacted] was the employee who was awarded the employee incentive she was awarded on 12/9/2015. She had never seen the 'terms and conditions' 'cancellation policies' or any other term of the original purchase. She was awarded the prize on 12/9. (I've attached a screen shot of this email). As you can see, I advised her in the email to call the hotel and arrange to change dates if they didn't work for her. We've done this with MANY [redacted] deals and anytime there is a missed date they reschedule for a fee (this is even if they have the same 'terms' as the [redacted] listed for the Gateway).
These Statements are also inaccurate:
Her statements about most of the conversations between our staff and the customer are very inaccurate.
She threatened us with complaints if we did not give her another date in the future to use her [redacted]. 
The original call I made was at 1:19 and I spoke with Alicia. No threat was made. I just asked for her manager to call me back.
The second call was at 2:07 from Lisa the manager. This call lasted for 2 minutes. I explained my situation and made zero threats. Then Lisa proceeded to tell me how 'I lost the hotel money' This as an extremely one sided statement without even considering that I the customer had ALSO lost money. I attempted to explain that we've done other [redacted] deals and were allowed to pay extra money to switch and reschedule/rebook dates. But she continued to talk because I also continued to talk, she hung up on me.
It wasn't until the final call made at 2:13 pm where Lisa frist threatened ME that she would call the Sherriff for harrassment (this was after 5 previous calls where she also hung up on me and a statement of 'I refuse to talk to you unless you are going to listen to me'. That I informed her that I was on [redacted] writing my review. If they don't want customers to write negative reviews, then they should NOT make threats, hung up or talk over customers. Customer Service is a TWO way street.
The problem for businesses today is people like this that will go to any lengths to hurt your business if you do not do what they want you to do.  It feels like blackmail to us.  "do what we say or else"
This customer's employee did not value the gift given to her enough to show up or make changes to the dates prior to her scheduled reservation. 
We should not have to pay for her mistake.  We were sold out that night.  We also sold out [redacted].com. 
The original purchase was made in September for dates FOUR months away. Not ONCE did I receive an email or phone call out of courtesy regarding the purchase. Not even a "thank you" for the purchase, or even as a common courtesy to remind us of the dates. Luckily for the Gateway I have a good memory and was able to remember to give my employee her award that was booked four months prior. That's the problem with businesses today. Someone makes a purchase and they think their job is done. That's also the problem with business who work with [redacted]. They discount their rates then provide 'coupon rooms' (taken from another public review of this establishment) and hope that people will just "forget" that they made the purchase so they can rob them of their money.
It's a shame the establishment did not value a purchase and make an attempt to honor that purchase-- even when an opportunity to make additional money was there for them. We were BOTH aware that the dates were missed- and this establishment missed out on REBOOKING a purchase. We would have paid extra. Lisa never allowed us to get there far.
Regards,
[redacted]

Here is a copy of the link to our [redacted].com Promotion clearly stating the cancellation policy and no date changes.  [redacted]
The customer contacted us the day after her reservation.  See attached reservation....

Customer called on December 20,2015  The customer also contacted [redacted].com after the reservation date. to request a change of reservation date
The customer was considered a no-show/no-call
Her statements about most of the conversations between our staff and the customer are very inaccurate.
She threatened us with complaints if we did not give her another date in the future to use her [redacted]. 
The problem for businesses today is people like this that will go to any lengths to hurt your business if you do not do what they want you to do.  It feels like blackmail to us.  "do what we say or else"
This customer's employee did not value the gift given to her enough to show up or make changes to the dates prior to her scheduled reservation. 
We should not have to pay for her mistake.  We were sold out that night.  We also sold out [redacted].com. 
The customer failed to show for the reservation, the customer failed to make arrangements to change the date of the reservation, we could have sold that room that sat empty due to our sold out status that night, our policy is clear when purchasing a [redacted] for cancellation and changes. 
please feel free to contact me if you need further information or documentation.
Lisa J[redacted]
General Manager
Gateway Inn
970-627-2400

Due to the continued harassment and inaccurate comments by this customer we have contacted our attorney and have no further comment.