Gold Pan Lodge,Inc.

Dear Revdex.com I see that I did not respond back in a timely mannerI have been away from my emails on extend time off. In response to the Gold Pan Lodge I'll say thisEither the clerks lied or the manager who sent the last response is lyingThe night clerk on duty definitely received two callsFirst from my brother then from meBoth times he physically came overI saw him with my own eyes the first timeThe second time I heard him talking to the noise makersThere was never quit till am so how could have he said it wasSince he only called the room. Also it's a flat out lie that I was ever offered $off the price of the roomThe 1st night male clerk offered me $really.Then then second clerk a women whom took over in the morning offered me $offI was offended at both offers. At this point I don't really care what action is takenPeople who lie, in my book are not even worth dealing with for this small changeBut if I don't at least receive a written apology from the owner. I'll spread the word to all I know and social media like Yelp etc. not to ever stay there. Sincerely *** ***Sent from my iPhone

Regarding the complaint from 5/16/15:I have investigated what occurred on this date regarding the customer who made this report.I talked to all staff involved and consulted wit the local authorities, i.e. the Plumas County Sheriff's Department.Unfortunately the customer dealt with the problem...

themselves instead of letting the office know right away there was a problem. It is our policy to ask the guest to be quiet once, then if the complaint is repeated we will ask them to leave, calling the police department if necessary. In this instance the office was not notified of the problem until the customer was very unhappy and had not had any sleep. the clerk on duty reports that he only received the one complaint during the night, which he responded to by calling the room and asking them to be quiet. We did not receive the second complaint until morning at which time we assessed the room was quiet. While we do our best to keep our facility a quiet place, we have no way of knowing what customers will be loud and inconsiderate. We will ask them to be quiet and even ask them to leave if they are being too loud after ten pm. In this instance we did offer the customer a discount, which they refused. They did stay the full night and as the noise was not attributable to the motel we did not feel a full refund or even 50% off the room was reasonable. The clerk on duty did offer the customer twenty dollars off the room, which left the rate at $64.00Yes, it was the manager's day off. I had been quite ill all week and was finally able to get a day off after working every day.Thank you. [redacted]

Review: My adult daughter, two granddaughters ages 7 and 9 and me checked into the Gold Pan Lodge for one night on Saturday, May 25, 2013. We were given room [redacted] on the first out door level. Immediately upon entering the room with two queen beds and other very out dated and old amenities, we noticed a very pungent, disgusting and foul odor, not knowing why the room carried such an unfamiliar odor, my daughter thought too search further for other signs of uncleanliness and discovered after turning back the covers that obviously the bed wasn't sanitized or clean either. She turned back the covers and said to me "mom something just bit me and I saw something that looked like a bed bug." I did not report the statement to the office or the clerk on duty at the time, because I did not know the severity of the matter until later. On Sunday morning May 26, 2013 my daughter and granddaughter age 9 who had slept in the same bed had several pin size bites on her forehead and shoulder. Additionally, my daughter had similar bites on her arms and legs. My family and I decided to stay the night because we were not familiar with the area and subsequently driven around town to no avail and was unable to locate other hotels in the immediately area. We checked out of the Lodge and continued on our road trip. When we arrived home on Monday, May 27, 2013 the apparent bites on daughter and granddaughter were more noticeable and appeared to be infected. We telephoned the advice nurse at a local hospital and described the bites and was later told that it sounds like and could possibly be fleas or bed bugs. I telephoned the lodge on Monday night May 27, 2013 and reported the incident to [redacted], clerk on duty. Tuesday, May 28, 2013 [redacted] Manager telephoned me and after our conversation, my word against hers. There would be no compensation or anything else offered or returned to me. [redacted] is the owner and the incident was reported to him by [redacted]. In Summary Gold Pan Lodge is not a desirable place to stay.

Product_Or_Service: Gold Pan Lodgeq

Account_Number: Folio No, XXXXX

Desired Settlement: DesiredSettlementID: Refund

I seriously want to be compensated and all cost returned, plus a written letter of apology for #1 the room carrying a horrible odor and #2 the bites that my daughter and granddaughter experienced while sleeping at the Gold Pan Lodge. I have photos as proof and willing to send/mail or email which ever is more feasible along with the written letter of complaint that I will sending to [redacted], General Manager and owner of the Gold Pan Lodge, Quincy CA

Business

Response:

Business Response

I did send a letter in response via email regarding this complaint before the deadline of June 28. Unfortunately your office does not seem to have either recorded it or received it. I don't know which.

I had the room inspected by various experts at the time and have since gotten written verification that the room is completely bug free.

This guest was immediately hostile and told varying stories regarding her experience here. Every time she told it, her story changed.

She first told me she went to the ER regarding the bites then told me she talked to the ER. When I asked her if it was possible that any bites received may have come from "noseeums" on the lawn she told me she did not allow her grandchildren on the lawn. Both I and several of my employees saw the girls playing on the lawn. I was never told of any bites to her daughter, just to the children.

I have had this room inspected and I do have a letter verifying that there is no infestation to the room.

I can furnish a letter from [redacted] Pest Control, who does regular pest prevention as well as specialized treatment at this facility.

We have a certain number of customers who seem to complain solely to receive their money back. I was told that this customer said she never pays full price. That is a red flag to me that the customer is simply willing to lie about the situation.

I am sorry if there were bites received while in my area, but I do not feel they were bed bugs, as there are still none in that room.

I would really appreciate an answer to this, as yes I did respond initially and yes I did have the room inspected.

The fact that this customer threatened me and my business was very disturbing to me.

The FACT that she now claims she saw the bugs BEFORE staying the night in the room also rings untrue. I would NEVER stay in a motel that I observed bugs in the bed in.

We also work very hard to control odor at this facility and her statement that the room stunk so severely is just not true. If a room has a strong odor, we do not rent it. This is a non smoking room and when I checked it the next day there was no foul odor. I checked with several employees, but I am a non smoker and I do detect odors well. I personally would never sleep in a room without clean linens. We do have 24 hour desk and housekeeping services, and no there was no complaint made regarding these issues.

Thank you. [redacted]

Review: on 5/16/15 we arrived at the hotel after riding our motorcycles all day. My brother had come down ill so we decided to get a motel room instead of camp. Checked in at 8pm and settled in for a good night sleep around 9:30pm, or so we thought. About 10:45pm my brother got up and politly asked the the young men in the room next to us to quite it down. They had been talking very loud outside there room to other people. They responded with " ok man ya sorry we will". that never happened. but they did finally leave for the bar about the time we had had enough and getting ready to ask again. At around midnight they returned drunk and louder swearing and agressively caring on inside and outside the room with others. We hoped they would settle down, we put up with it as long as we could. I was concerned for our safety and the safety of our motorcycles at this point and did not want to confront them myself. I was giong to call the police but my brother called the front desk around 2am when one of them got in his sports car and started reving the engine then burning rubber and doing donuts in the street. Where was the night hotel person at this point? the ofc was right there by us. He did not come out till we called the ofc. They told him ok we will settle down. NOT, they moved inside the room only to now turn on the T.V. and continue to talk loud. Moving in and out of the room. It sounded at times like they where going to bed but that never ended up happening. Im a very patcient man but at 4AM I had had enough. I had not been able to sleep at all. I called the ofc letting them know I would exspect a full refund explaining I paid for a room to sleep. I asked at this point to not even go over to confront them as I was concerned they might damage our motorcycles. The night clerk did go over, they did quite down , but still talking loud and T.V. going till 6am. Its now time for us to wake up. I asked for a refund. I was told they could take off $5 then$10 dollars. They would not call the lead manager, day of.Desired Settlement: my first request was a full refund. they offered me 5 dollers then 10 dollers. this is not exceptable I told them. I left the ofc and returned saying I would exccept half of the 91.56 of the room. they refused and also to refused to call the higher manager to resolve the issue., it was her day off I guess. Now at this point im seeking a full refund.

Business

Response:

Regarding the complaint from 5/16/15:I have investigated what occurred on this date regarding the customer who made this report.I talked to all staff involved and consulted wit the local authorities, i.e. the Plumas County Sheriff's Department.Unfortunately the customer dealt with the problem themselves instead of letting the office know right away there was a problem. It is our policy to ask the guest to be quiet once, then if the complaint is repeated we will ask them to leave, calling the police department if necessary. In this instance the office was not notified of the problem until the customer was very unhappy and had not had any sleep. the clerk on duty reports that he only received the one complaint during the night, which he responded to by calling the room and asking them to be quiet. We did not receive the second complaint until morning at which time we assessed the room was quiet. While we do our best to keep our facility a quiet place, we have no way of knowing what customers will be loud and inconsiderate. We will ask them to be quiet and even ask them to leave if they are being too loud after ten pm. In this instance we did offer the customer a discount, which they refused. They did stay the full night and as the noise was not attributable to the motel we did not feel a full refund or even 50% off the room was reasonable. The clerk on duty did offer the customer twenty dollars off the room, which left the rate at $64.00Yes, it was the manager's day off. I had been quite ill all week and was finally able to get a day off after working every day.Thank you. [redacted]

Consumer

Response:

Dear Revdex.com I see that I did not respond back in a timely manner. I have been away from my emails on extend time off. In response to the Gold Pan Lodge I'll say this. Either the clerks lied or the manager who sent the last response is lying. The night clerk on duty definitely received two calls. First from my brother then from me. Both times he physically came over. I saw him with my own eyes the first time. The second time I heard him talking to the noise makers. There was never quit till 6 am so how could have he said it was. Since he only called the room. Also it's a flat out lie that I was ever offered $20.00 off the price of the room. The 1st night male clerk offered me $5.00 really.Then then second clerk a women whom took over in the morning offered me $10.00 off. I was offended at both offers. At this point I don't really care what action is taken. People who lie, in my book are not even worth dealing with for this small change. But if I don't at least receive a written apology from the owner. I'll spread the word to all I know and social media like Yelp etc. not to ever stay there. Sincerely [redacted]Sent from my iPhone