Greenstay Hotel & Suites

Initial Business Response / [redacted] (1000, 5, 2017/04/04) */ Below is an email sent to the guest on 3/21/17: I was just informed a few minutes ago that you called and spoke with [redacted] about how upset you were with your stay here last Thursday night on 3/16/This is the first message that I have received stating that you called, so I do apologize if it seemed that I was intentionally not calling you backAny complaints that we receive from a guest always go to our Front Desk Manager to be resolved and then if she cannot help you with any issues you had, then I would be happy to help as much as I canI'm sorry you did not enjoy your stay with us and experienced problems with the hotel and am looking into the matterI spoke to the front desk clerk who checked you in that night and he mentioned that you were worried about the security of the building and when showing you the few rooms we had available that evening, you asked about the back exit door on the east side of the building and if it was secureWe had a brand new lock installed for that door on 3/8/by one of our Corporate Maintenance TechniciansI personally went and checked the door after it was installedThe last thing I want is for anybody to not feel safe when staying with us and I am really sorry that you were told the door would not lock, therefore making you feel uncomfortable and not getting a good night's sleepI don't want any guest to leave our hotel unsatisfied and/or upsetI have put a credit back on your card for the amount of your stayUnfornunately there's not a lot I can do right now about the walls in the hotel being too thin, but I will address the issue with our corporate officeAlso, if we get any noise complaints from a guest in the hotel, we take care of the noise situation immediatelyAgain, I apologize for the miscommunication within the staff, for this is one of the our busiest months and I have been unavailable for the past few weeksIf there's anything else we can do for you, please let us knowBest Regards Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/04/05) */ Thank you for following up on my complaint and your assistance in getting this matter resolvedI am satisfied with the manager's response and resolutionIt is fine to close the case as resolved Best regards, [redacted]

Initial Business Response /* (1000, 5, 2017/04/04) */
Below is an email sent to the guest on 3/21/17:
I was just informed a few minutes ago that you called and spoke with [redacted] about how upset you were with your stay here last Thursday night on 3/16/17. This is the first message that I have...

received stating that you called, so I do apologize if it seemed that I was intentionally not calling you back. Any complaints that we receive from a guest always go to our Front Desk Manager to be resolved and then if she cannot help you with any issues you had, then I would be happy to help as much as I can. I'm sorry you did not enjoy your stay with us and experienced problems with the hotel and am looking into the matter. I spoke to the front desk clerk who checked you in that night and he mentioned that you were worried about the security of the building and when showing you the few rooms we had available that evening, you asked about the back exit door on the east side of the building and if it was secure. We had a brand new lock installed for that door on 3/8/17 by one of our Corporate Maintenance Technicians. I personally went and checked the door after it was installed. The last thing I want is for anybody to not feel safe when staying with us and I am really sorry that you were told the door would not lock, therefore making you feel uncomfortable and not getting a good night's sleep. I don't want any guest to leave our hotel unsatisfied and/or upset. I have put a credit back on your card for the amount of your stay. Unfornunately there's not a lot I can do right now about the walls in the hotel being too thin, but I will address the issue with our corporate office. Also, if we get any noise complaints from a guest in the hotel, we take care of the noise situation immediately. Again, I apologize for the miscommunication within the staff, for this is one of the our busiest months and I have been unavailable for the past few weeks. If there's anything else we can do for you, please let us know. Best Regards.
Initial Consumer Rebuttal /* (2000, 7, 2017/04/05) */
Thank you for following up on my complaint and your assistance in getting this matter resolved. I am satisfied with the manager's response and resolution. It is fine to close the case as resolved.
Best regards,
[redacted]