Hampton Inn Reviews (19)
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Hampton Inn Rating
Description: HOTELS
Address: 1737 Mountain Industrial Blvd, Stone Mountain, Georgia, United States, 30083-1027
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My wife and I had a park and ride for an international flight where we had to arrive at the airport around 4:30 am. I got up and went to breakfast at the Waffle house. I had taken our big bags downstair. The
4:00 bus was leaving in a few minutes. I asked the receptionist to call my wife to tell her to come down and he said just a minute. He was reading the bible so I waited a minute then went outside to get my luggage onto the van. That took a minute or two. When I went back inside he was still reading the bible.
I asked did he call and he responded just a minute. I said you said that a few minutes ago the bus is ready to leave. He told me that was not his job. I said you mean you can’t just call my wife to tell her to come downstairs for the shuttle. He glared at me and started to argue. I said I do not wish to argue and have no time for that. Can you just call my wife. He tried to continue arguing. I asked you are not going to call my wife? He continued to glare. I said I need you to call her now, you told me yourself the buses leave on time and it’s just about 4:00. A couple came downstairs and he looked at them and said could I help you. They said no. He wanted to do anything but call my wife. Then he finally called. She came downstairs and I asked him his name and he said Lamont. I didn’t trust him. When we got into the shuttle I asked the driver his name and the driver said DeQuan. I knew he wasn’t an honest person.
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Ms [redacted] was called the day after her dogs were picked up so that we could receive paymentShe did not return our call, and we called two more times and left messages for herShe never returned our phone calls, nor did she contact us regarding what she is stating on her complaintWhen Ms [redacted] did finally return our last phone call on Monday 7/27/15, she was asked why she had not brought this matter to our attention when she took her dog to the vet, she stated that she was busyWe told Ms [redacted] repeatedly that we had video footage of the her dogs entire stay and that she was more than welcome to come down and see them that day if she likedShe stated that she had no interest in reviewing the footageShe told us that our staff member repeatedly yanked on her dog at the time of pickup, and then stated that he dragged her dog down the kennel hallway to his parentsWe reviewed the footage and saw that no dog was treated abusively while in our careWe again called Ms [redacted] back to inform her that she could come down and see this footage for herself and she again refusedWhen asked if she would like the owner to contact her she stated that she would be getting her attorney involvedWe called the vet she took her dog to and had them fax over the records of his visit to us, and also spoke with the vet who stated that there was no evidence that her dog was injured while in our careWe still have footage of her dogs visit on file and again would be more than happy to have her and anyone else who would like to view this footage come down and review itWe pride ourselves on the reputation we have upheld at our facility and in no way would ever let an animal be treated in the manner Ms [redacted] has accused our company We have cameras throughout our entire facility and when we moved her dogs into a bigger area for sleeping it was because her dogs tore apart the suite they were assigned, and we felt that for their safety, and to keep them as stress free as possible, that we should move them into a bigger sleeping area Yes, in response to her claim that we should have contacted her, I can fully understand her frustration, but my staff was thinking of the safety of the dogs and felt that they were acting in accordance with the daycare agreement, paragraph 5, which Ms [redacted] signed upon bringing her dogs in to our facility, stating: "I understand and agree that any problems with my dogs (behavioral, medical, or otherwise) will be treated as best deemed by the staff at Charlie's Place in their discretion, and is what they view is in the best interest of the animalI understand that I receive full financial responsibility and all liability for any and all expenses incurred in regard to the behavior and health of my dog." We feel that our staff followed all guidelines in accordance with our policies and procedures and again have no problems in having Ms [redacted] come down to our facility to view the video we have on file for the entire length of her dogs stay with us Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The claim of a phone call made to me on 7/is falseNo contact was made with me until Monday, 7/and it was via a voicemailThe call was promptly returned, which began my conversation with the staff member titled "GM"I did not tell her that the reason for not calling after my visit to the vet was due to being "busy"I explained that I wanted to speak with my son, who was noted in their file as the first contact while the dogs were boarded, and he was out of cell phone range until late 7/The "GM" did offer to let me view the days of video, but stated that she needed to contact the company who managed the video systemNEVER did the "GM" offer to let me speak with the ownerQuite the opposite occurred, where I asked repeatedly and was 1) put on hold several times and 2) told that he was unavailable and she would need to put a message in with his secretary Since Mr [redacted] was not present, he has obviously conferred with his staff and chosen to ignore the concerns of customerMy complaint is simple and I am sure that if anyone had the time to sit and review days of video footage, it would show signs of my dog coughing and having a difficult time breathingThis is not something that began when we picked him up and there was negligence in the lack of contact
Initial Business Response /* (1000, 5, 2017/02/02) */
All of our clients sign a Hold Harmless for the facility stating that they understand there are risks of injury in any social environment for dogs and Charlies Place is not responsible for any vet bills that may result in the socialization of
their animalThis client signed that statement and release just as every other client has and does
Initial Consumer Rebuttal /* (3000, 7, 2017/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before I understood what I signed but the lack of consideration for my dogs injuries like never calling me back or even taking action that one of their employees laughed in our faces for being so concerned about our dogsThe whole waiver I signed stated that they would take care of my dogs to the best of their abilities which they didn't, it also states that they closely and carefully monitor the dogs which AGAIN THEY DONTBecause if they did none of this would have happenedInstead they let the aggressive dog play with other dogs after they bit both of my dogsSo my understanding is that they don't take this waiver seriously at allIf this doesn't come to a conclusion asap I will be forced to seek legal action and further this complaint
Final Business Response /* (1000, 11, 2017/02/19) */
As we stated prior; 2/2/All of us at Charlie's Place understand the frustration you are feeling over the incident involving your companionsWe know your emotions are high and empathize with you and feel a moral and civil obligation to respond to your recent postingAccording to our video and computer records, at the times your dogs' visit, we had groups of large dogs in two separate areas and one attendant in the adjoining areaNot only are these perfectly acceptable numbers of attendants but our attendant's quick action and response was done by the bookCharlie's place screens and evaluates each for aggressionBecause the dog that corrected your dogs has been coming to our facility for twice a week for nearly years, WITHOUT ANY incidents; provides the proof that there was no aggression involved in this incidentAnd because both of your dogs were involved provides further proof that the other dog wasn't being aggressive but trying to avoid a confrontation with themOur owner called and left messages with your boyfriend who never called us backA photo was texted to you as soon as our staff had separated all the animals involved and checked each of them over for injuriesAny professional in the pet industry know and understands that there are the occasional incidents that cannot be foreseen and often happen so quickly, that they cannot be preventedSuch was the case in this incident, as we showed your boyfriend in our video filesAll of our clients including yourself, sign a release stating that you understand the risks of socializing your animals in a group and Charlie's is not liable for any vet bills that may be incurred from such socializationWe were happy to comp your daycare fees, which is simply good business practiceThe staff at Charlie's did exactly what they should have done, and did it in a timely manner
Don't ever fall behind on paymentsThey will call, treaten, and show up at your houseTake a late payment please have a set date to bring the next one because they will not let you leave until then
TO: *** *** FROM: *** *** DATE: March 6,
SUBJECT: Revdex.com Complaint *** *** VS CC***This letter is to inform you that I had our
district supervisor over the Credit Central *** SC location, *** ***, investigate this complaint
In the complaint received, *** *** has made some allegations that we would like to addressFirst, *** *** is not a customer of Credit Central, but, as stated is the husband of *** ***, a customer since July 22,
In the complaint, *** *** states that on February 26, 2014, he received a voice mail message that was left about a past due installment loan his wife has with Credit Central*** *** called the number back and he was told that he was speaking with someone from the *** Branch of Credit Central because they were helping the office on *** Rdlocation in *** handling some of their phone callsAfter speaking with the individual, *** *** made a promise to them that he would handle the account on Friday February 28, That same evening at 8:03pm someone knocked at his back doorHis daughter opened the door as *** *** was coming down stairsWhen he got to the door there was an unidentified man asking to speak with his Wife*** *** told the man that his wife was unavailable and he handed *** *** an envelope that he noticed Credit Central on the envelope*** *** told the man that he has spoken with someone from the *** branch about the matterA lady who identified herself as ***, the branch Manager, begun to loudly screaming in his quiet residential neighborhood that he was full of it, her ear is right there*** *** says that he never said that she was not there he just told them that she was unavailable, which she was asleep in the house*** *** said that he was yelled at because no one from the *** office called her and told her they had spoken*** *** says that he kept asking her to calm clown be more quiet but she just got louder running her mouth in a matter that probably would have gotten her in trouble in the private yard of most individuals*** *** had to ask her and the gentleman to leave his yard several times before they complied*** *** says that he felt much disrespected by this matter*** *** wanted to let Credit Central handle the situation before he moved forward
*** *** ***, District Supervisor, for Credit Central and over the *** location, spoke with *** *** today regarding the complaintAfter speaking with *** ***, *** *** shared that he felt the attitude that he received was uncalled for and he does not feel like anyone should be spoken to as he states *** spoke to him. *** He reiterated that he is the husband of the customer and no one should have given him any information in regards to her
loan with Credit Central*** *** also shared that he felt the two offices should have better communication and had they, this would have never happened*** *** said that the person that he spoke with in the *** location and *** were very nice to him, it was just *** that he felt had the attitudeHe thought the account was set up for *** *** to pay on Friday, February 28, 2014, and he was caught off guard when someone visited his home from Credit CentralAfter speaking with ***, she did not look to see that the account was set up prior to making her visit to*** *** residenceThe staff in *** was, in fact, helping with calling accounts because the *** location was shorthanded and they did agree to accept that arrangement
Next, in the complaint received, *** *** also stated that ***, Assistant Manager, handed him an envelope labeled “Credit Central”*** *** spoke directly with ***, Branch Manager, and ***, Assistant Manager, and they have assured me that they did not give *** *** an envelope With Credit Central on the outsideThey adamantly proclaim that every letter they leave at a residence or place of employment only has the customer’s name and “Confidential” written on the outside.*** *** reiterated with them both to make sure going forward that they abide by such policies and procedures in order to protect our customer’s identities*** *** then states that asked them to leave several times before they actually left his homeBoth, *** and ***, state that after he told them to leave they did start to do so and when walking toward the truck they were in, *** *** did tell them to leave againThey continued to leave
*** *** spoke with both *** and *** in regards to the allegations in this complaint and reviewed with them how we are to handle ourselves working for Credit Central and what should be done prior to visiting any customer’s house, by properly reviewing the notes going forwardBased upon *** *** investigation, the employees were only making attempts to reach *** *** in regards to trying to resolve her accountWhile they should have obliged*** *** the courtesy of allowing her to keep her arranged date of February, 28, 2014, they will do so going forward with all customers and will do well within our rights of collection laws Within the contract that each customer has signed
In conclusion, based on the conversation *** *** had with *** ***, he is very happy with the events that have taken place since he filed the complaint*** *** is no longer upset and We have considered this issue as resolvedShould you have any further questions, please feel free to contact me directly
Initial Business Response /* (1000, 5, 2015/08/04) */
Ms [redacted] was called the day after her dogs were picked up so that we could receive payment. She did not return our call, and we called two more times and left messages for her. She never returned our phone calls, nor did she contact us...
regarding what she is stating on her complaint. When Ms. [redacted] did finally return our last phone call on Monday 7/27/15, she was asked why she had not brought this matter to our attention when she took her dog to the vet, she stated that she was busy. We told Ms. [redacted] repeatedly that we had video footage of the her dogs entire stay and that she was more than welcome to come down and see them that day if she liked. She stated that she had no interest in reviewing the footage. She told us that our staff member repeatedly yanked on her dog at the time of pickup, and then stated that he dragged her dog down the kennel hallway to his parents. We reviewed the footage and saw that no dog was treated abusively while in our care. We again called Ms. [redacted] back to inform her that she could come down and see this footage for herself and she again refused. When asked if she would like the owner to contact her she stated that she would be getting her attorney involved. We called the vet she took her dog to and had them fax over the records of his visit to us, and also spoke with the vet who stated that there was no evidence that her dog was injured while in our care. We still have footage of her dogs visit on file and again would be more than happy to have her and anyone else who would like to view this footage come down and review it. We pride ourselves on the reputation we have upheld at our facility and in no way would ever let an animal be treated in the manner Ms. [redacted] has accused our company.
We have cameras throughout our entire facility and when we moved her dogs into a bigger area for sleeping it was because her dogs tore apart the suite they were assigned, and we felt that for their safety, and to keep them as stress free as possible, that we should move them into a bigger sleeping area.
Yes, in response to her claim that we should have contacted her, I can fully understand her frustration, but my staff was thinking of the safety of the dogs and felt that they were acting in accordance with the daycare agreement, paragraph 5, which Ms. [redacted] signed upon bringing her dogs in to our facility, stating: "I understand and agree that any problems with my dogs (behavioral, medical, or otherwise) will be treated as best deemed by the staff at Charlie's Place in their discretion, and is what they view is in the best interest of the animal. I understand that I receive full financial responsibility and all liability for any and all expenses incurred in regard to the behavior and health of my dog."
We feel that our staff followed all guidelines in accordance with our policies and procedures and again have no problems in having Ms. [redacted] come down to our facility to view the video we have on file for the entire length of her dogs stay with us.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The claim of a phone call made to me on 7/25 is false. No contact was made with me until Monday, 7/27 and it was via a voicemail. The call was promptly returned, which began my conversation with the staff member titled "GM". I did not tell her that the reason for not calling after my visit to the vet was due to being "busy". I explained that I wanted to speak with my son, who was noted in their file as the first contact while the dogs were boarded, and he was out of cell phone range until late 7/26. The "GM" did offer to let me view the 4 days of video, but stated that she needed to contact the company who managed the video system. NEVER did the "GM" offer to let me speak with the owner. Quite the opposite occurred, where I asked repeatedly and was 1) put on hold several times and 2) told that he was unavailable and she would need to put a message in with his secretary.
Since Mr. [redacted] was not present, he has obviously conferred with his staff and chosen to ignore the concerns of customer. My complaint is simple and I am sure that if anyone had the time to sit and review 4 days of video footage, it would show signs of my dog coughing and having a difficult time breathing. This is not something that began when we picked him up and there was negligence in the lack of contact.
This letter is to inform you that I had our district supervisor over the Credit Central [redacted] SC location, [redacted], investigate this complaint.
In the complaint received: [redacted] has made some allegations that we would like...
to address. First, [redacted] has been a customer of Credit Central since October 17, 2013. The complaint received was on account number [redacted]. This account was opened on December 20, 2013, and it’s currently past due from January 19, 2014, which is the first scheduled payment on [redacted] account.
In the complaint, [redacted] claims that she “has not had any problems with anyone else but Credit Central, on the day she was released from the hospital, they sent a representative to her house which she found out is illegal, and the gentleman that came to her house let himself [redacted] claims that “her fiance asked the man to leave and he refused which cause her fiance then had to demand him to leave”. [redacted] then stated that she “went back into the hospital and when she got out she called to the office to let them know when she would be receiving her disability check and they told her that they can’t handle her account over the phone and she would have to, visit the office. She states that she explained to them that her check won’t come in until February 28, 2014, and she would clear up the balance and any late fees, there was no need for her to visit the office when she does not have the money. Then again on February 28, 2014, they aggressively sent someone to her house to confirm collateral, sending a large super aggressive gentleman to her house when she has been honest with them the whole time”. [redacted] states that they are not sympathetic to her situation. In regards to the allegations made by [redacted], we have been to [redacted]’s home on two occasions since the account become past due on January 19, 2014. The first time was on February 6, 2014, and, as stated, the employee was told to leave their residence by her fiance and did so. The employee emphatically denies letting himself in her house. Also, [redacted] states that this is “illegal”; however, visiting a customer‘s residence on a delinquent account in order to achieve contact is well within our rights of the laws unless there a
Cease and Desist letter on file stating that we were not allowed to come to her residence. Until the complaint was received, we had not received a Cease and Desist letter from [redacted]. On February 18, 2014, [redacted] contacted the office by phone and made arrangements to visit the office on February 19, 2014, to take care of her account due to getting a check from [redacted]. [redacted]
did not honor her arrangements made the previous day. On February 27, 2014, [redacted] sent another
employee to [redacted]’s residence again to make contact with her in regards to her account and verify the property used to secure the loan was still there and in good working order. [redacted]’s fiancee came out of the house using profanity and had a terrible attitude telling the employee to leave and threatened to call the police. At no time was it told to any of the employees that [redacted] would be in the office on February 28, 2014, to get her account caught up and to date, March 6, 2014, she still has not visited our branch or made any payments towards her account.
It is our company policy for any and all employees to get the customer to come to the office in the event any arrangement needs to be made and allow a customer an extended amount of time to make their payment. The office was not asking [redacted] to come pay her account they were simply asking the customer to come make arrangements to get her account paid and honor her contract that she signed back on December 19, 2013. By sending an employee to [redacted]’s residence, no matter the size of the employee, or trying to make contact with her does not state that we are not sympathetic to her situation. It states that the employees are trying to make contact with her in regards to her past due account. Based upon my investigation, we were only making attempts to reach [redacted] in regards to trying to resolve her past due account and we were doing so well within our rights of collection laws within the contract that she signed. It is our hope to get this resolved and [redacted] can pay the outstanding balances on both of her past due account as soon as possible. In conclusion, due to the longevity of our relationship with [redacted], we would like to maintain a good working one, we only wish that he contact the branch to make adequate arrangements to pay the remaining past balance as required by every customer with which Credit Central has an agreed contract. We ask that she make contact with the branch upon receipt of our response. Should you have any further questions, please feel free to contact me directly.
SB/sva
I [redacted] went to the [redacted] georgia location and dropped my tax papers off to [redacted] for her to file them it's been 2 days and all she has is excuses it's either her supervisor or other workers so because of this I'm picking up my papers and going where I'm treated like a customer thank you for nothing
I use the CC office located on [redacted] Road. WORST CUSTOMER SERVICE EVER!! Everybody is rude and thinks their intimidating when they are not. This does not make the customer want to deal with them much less make a payment. I think Corporate needs to do a class on how they should properly do their jobs.
This property is under complete renovation. Should not rent or make group contract with group.I did group reservation with this hotel which is Inn at Thousand Oaks They says but market themselves as Holiday Inn Express Memphis East on hotelplanner.comWhich is totally wrong. They are in process of changing name but officially not accepted by Holiday Inn Express Franchises.I signed group reservation with then onDate: Wed, 8 Apr 2015 for Check in on Apr-25-15 and check out on Apr-26-15 for 10 rooms.There are nowhere communication about hotel is under renovation.One day before Hotel Sales person ([redacted] A. [redacted] call me to notify that they are not able to provide breakfast because they are renovating that.I was under impression that may be only breakfast area. He did mention that if you want change hotel I can help or I will offer you $150 worth of brand new rooms in $65.But I thought that it's only breakfast area, And I had only one day left to coordinate my group and rebook rooms at another property. Because everybody booked separately with their own Credit Card. I choose option 2.But Information was totally wrong passed by him.There was not only breakfast area but entire first floor with dust everywhere, uneven surface.There is no sign on building, no Hotel name on building. Rooms are dirty, also closet mirror was broken, bathroom lock and exhaust fan are not working.My group was disappointed because we droved from Chicago to attend our International function.We don't have that much time to argue or discuss this matter also there is on duty manager on property. Front Desk person doesn't want to take responsibility on this. Sales person [redacted], Was not present either. This property is not in position to rent. Who will take care of liability issue. Some of the group member have dust allergy and they caught in this dusty, bad smell hotel.I tried to solve this issue but Front Desk lady said we informed to you. Which was wrong statement. I also said that I will dispute credit charge.She didn't want to discuss and finally said that have a good day.I want money refund for all my 10 rooms.Desired Settlement100% Refund of my all 10 rooms reservation.Which is $75.00/room.Business Response We are currently on pre-sale for Holiday Inn Express, which is why many websites now reflect that. We have experienced delays due to construction but this guest was fully aware that we were not yet Holiday Inn Express when we originally reached out to him via telephone in response to his selecting us for consideration on HotelPlanner. He was also fully aware about the fact we were currently under renovation. Additionally, the contract that he signed had the "Inn at Thousand Oaks" name and logo.Mr. [redacted] was quoted a $65.00/night+tax rate for 10 rooms on 4/25/15 through 4/26/15, 3 weeks before scheduled arrival. Contracts were drawn up by me, then signed and sent back promptly by Mr. [redacted]. This abnormally low rate was given to him because of our ongoing construction through our full renovation process and he was informed about this from the very beginning. Normally our rooms will be twice that once we finish renovation. Once the agreement was signed, rooms were put into our PMS system under his name so that members of his association could call up and reserve their room. However, about a week into reserving rooms, Mr. [redacted] contacted me and told me they may need more rooms. I told him that we would be glad to honor the rate for additional rooms, as long as we had availability. Then he informed me a week prior to arrival that some of his group will want to check in on Friday (4/24/15) instead of Saturday (4/25/15), staying 2 nights. Once again I told him we would be happy to accommodate that request but they would be charged for that night at the already agreed upon $65.00/night+tax special group rate. On the Tuesday prior to the group's arrival (4/21/15), I reached out to Mr. [redacted] once again to inform him about our renovation progress and to let him know we would be unable to offer our complimentary breakfast due to the active construction in our breakfast area/lobby. He was not pleased to hear this because the group was counting on the free breakfast. When I asked him if he would like to cancel and go to another hotel within the area, he declined stating that it was too late for him to let all of the group members know about what was going on and that they would just have to decide for themselves when they got here to examine the hotel. As a courtesy to Mr. [redacted], I also got in touch with another area hotel that was comparable and was able to reach a tentative agreement with them to offer his group rooms at $68.50/night+tax if he decided not to stay with us but Mr. [redacted] also declined that offer.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I responded three time with uploaded pictures but I didn't get submitted reply from this web link.Final Business Response
Review: ON 4/22/15 AT 12:35 PM I CALLED AND SPOKE TO [redacted] TO MAKE A RESERVATION FOR A ONE NIGHT STAY AT THE HAMPTON FOR 4/25/15. SHE TOLD ME THE RATE WAS $139.00 PLUS TAX SHE GAVE ME CONF#[redacted] SHE DID NOT PROVIDE A SINCERE GREETING, SHE WAS RUDE AND SHORT. SHE DID NOT GIVE ME ANY DETAILS EXCEPT TO TELL ME IT WAS DOUBLE BED. NOTHING ELSE NO DIRECTIONS NO POLICIES OR ANYTHING. I DID NOT GET A EMAIL CONFORMATION OF THE DETAILS OR CHARGES. OR OF THE CANCELATIONS POLICES NOR DID SHE GO OVER THIS WITH ME. WHEN I ASKED HER DO THEY GIVE [redacted] DISCOUNTS SHE SAID THEY DONT GIVE ANY DISCOUNTS EXCEPT TRIPLE A. I DID NOT GET TO STAY AT THE HOTEL DUE TO HAVING CAR PROBLEMS AND I FORGOT TO CALL AND CANCEL MY RESERVATION. ON 4/28/15 I NOTICED THAT I HAD CHARGE OF $149.86 ON MY CREDIT CARD. I CALLED THE HOTEL AND I TALKED CLERK AND I WAS TELLING HER THAT I HAD A ISSUE AND WANTED TO REFUNDED AND I TOLD HER THAT CLERK WAS RUDE AND DID NOT GIVE ME THE EMAIL CONFIRMATION CAUSE HAD I KNOWN I WOULD HAVE CALLED AND CANCELD WHEN MY CAR WAS NOT WORKING CAUSE I COULD NOT MAKE IT DOWN THERE. SHE SAID YOU SPOKE TO ME AND I WAS NOT THERE AT 12:35 AND YOU WAS THERE CAUSE I ALWAY RIGHT DOWN MY TIMES. SHE TOLD THAT SHE I WOULD HAVE TO SPEAK TO HER MANGER WHO COMES IN LATER TO GET IT FIX. SO I WAITED AND CALLED BACK AND SHE SAID THAT SHE DOES NOT COME IN TILL 3:30-4:30 AND THAT SHE WILL FIX IT THEN. I CALLED BACK AND SPOKE TO [redacted] A MANGER AT 5:10PM AND SPOKE TO [redacted] EARLY THAT DAY BUT [redacted] TOLD ME THAT THE MANGER WORKS DAYS NOT NIGHT AND SHE DONT KNOW WHY SHE WOULD HAVE TOLD ME THAT AND SHE WOULD HAVE HER FIX IT AND CALL ME BACK. TODAY IS 4/30/15 AND NO ONE HAS CALLED ME BACK AND IT STILL NOT BEEN CREDIT BACK TO MY ACCOUNT. I AM VERY UPSET THAT THEY CAN DO BUSINESS LIKE THAT AND HAVE EMPLOYEES WORKING AND DO CUSTOMERS LIKE THAT.Desired Settlement: I WANT MY CARD CREDIT ALONG WITH ANY FEES THAT I MAY GET
Business
Response:
The Hampton Inn of [redacted] strives to provide excellent customer service to every guest. Our staff is dedicated to making sure that every guest is satisfied with their stay from beginning to end. Our dedication to excellent Customer Service shows not only in the work we do but the various rewards that our hotel has received over the years. We are currently listed in the top 100 of all Hampton Inn hotels throughout the United States and have received an “Outstanding” on our Hilton Inspection. Although we are ranked as one of the top Hampton Inn hotels in the country, we continuously look for ways to improve and continue to set even higher goals for our hotel and staff.As with any business there are certain policies and guidelines in place that are standard throughout the Hampton Brand. These guidelines aide in the success of our hotel as well as sets standards of what guests can expect when they stay with Hampton Inn. The Hampton Inn of [redacted] has a standard 24 hour cancelation policy. The policy states that reservations must be canceled within 24 hours prior to arrival to avoid any cancelation penalties. The guest in this case failed to cancel within the 24 hour period which resulted in a no show charge. The guest admits in her complaint that she “forgot to cancel” her reservation. After speaking with the guest and hearing of her dissatisfaction with the level of customer service she received during the reservation process, a courtesy credit was issued to the guest in the amount of $149.15 on April 30th, 2015. Although we do stand behind our company policy, providing excellent Customer Service is our number one priority. It is our hopes that the guest is satisfied with the actions taken by the hotel to resolve her concerns. We hope that the guest will consider staying with us again in the future if ever in the area. Sincerely,[redacted]General Manager
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: On Tuesday, June 9th, I booked a room at the Hampton Inn through [redacted]. I don't know exactly what time I arrived and checked in, but it was somewhere around 8:50pm, based on information from the [redacted] app, which I used to get there. I checked in and went up to my room. The door was locked from the inside. I went back down to the desk. I was assigned a new room. I went up to check on that room. Everything was fine. My husband and I went to bring our luggage up to the room, but there was a crowd of people using the elevator since only one was operational. We decided to leave the hotel to get something to eat and bring our luggage up later. While we were out, I learned that I would have to get back on the road immediately and would not be able to spend the night at the hotel. At 9:48pm, I called the Hampton Inn and spoke to [redacted]. I explained the situation and [redacted] told me that it was fine and that I just needed to contact [redacted] to get a refund for the room. I contacted [redacted] who contacted the Hampton Inn. [redacted] told me they spoke with [redacted], who said that the hotel did not , "We have contacted the hotel and spoken with [redacted] (Assistant General Manager) and have determined that they did not offer to cancel your reservation without penalty. Moreover, she has also informed us that you have used your reservation for approximately six hour, hence the hotel is not willing to refund any amount for your reservation." I'm not sure how [redacted] would know that they did not offer to cancel my reservation, as I did not speak to [redacted]. I spoke to [redacted]. On top of that, she claims that I used my reservation for six hours, which is a blatant lie. Six hours prior to my call at 9:48pm, I was in [redacted]!
Had I been told that I could not get a refund when I spoke to [redacted], that would have been fine. However, I was told that I could receive a refund and am being told otherwise by someone who wasn't even involved in the situation. On top of that, [redacted] is using another lie (that I stayed 6 hours) to back up her claim. All around bad business.
Business
Response:
A refund has been requested - you should receive it within 7-10 business days.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: on 4/25/2014, I had reservations at the Hampton Inn in Lathrop California. My family was going to attend a yearly soccer tournment in Manteca California, the city next to Lathrop.We drove from Reno to Sacramento and while in Sacramento I saw on my email that the tournment was canceled due to rain. So I called the Hampton Inn to ask them to cancel my reservations due to the act of God. They refused and told me I had a contract with them that I would show up and I could not cancel my reservations. I told them I did not sign any contract nor did I agree to any contract. When I made the reservations I just called gave them my reservations and team name and they took my credit card and that was it. I was not notified of any "contract"Since then I have contacted the Hampton Inn in Lathrop several times including a call to the GM a lady named [redacted]. She again told me I had a contract with them and I am locked into a contract. I have NO clue what she is talking about. Several hotels in the area allowed the teams from out of town to cancel with no problems yet the Hamton Inn in Lathrop would rather charge me $300 and never have any of our teams stay in there hotel again. This makes absolutly NO sense to me. Poor customer service and poor staff training!Desired Settlement: I would like my $300 put back on my credit card.
Business
Response:
I wanted to discuss the review below, and to request if you could please go online to Tripadvisor and remove it. I do believe you should see that we had credited your card for the one night you were billed. The $300 you mentioned below was not the charge, it was the preauthorization. The hotel can respond to your review online, however, I thought it would be best if I would reach out to you since we had chatted and ask for it to be removed instead. I look forward to hearing back from you.
Consumer
Response:
The hotel has resolved this issue and I removed my review on the travel review I'm happy with the resolution
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Review: I was charged an additional day for 134.50, I checked out on 8/7/2013. I was there for 24 days and I told the desk clerk I was checking out early and flying out on 8/8/2013. My stay there was very unsatisfactory. I received my final bill that evening. I few days later the additional day was added to my account. I have called and email to no avail. I want 134.50 refunded back to my account.Desired Settlement: I want 134.50 refunded back to my account.
Consumer
Response:
Review: 9669612
I am rejecting this response because: I checked in on 7/15/13 and left on 8/7/13. I stayed there for 24 days at $134.20 per day. My bill should have been $3320.80. Instead I was charged $3362.30.
Regards,
Friends & I have reservations here & have been treated rudely,unjustly and most importantly unprofessionally to regarding our reservations a few timesOn January 7th at about 9pm I made my initial reservation with a man I believe named Carlton (he was new.) He did keep putting me on hold in the middle of making and verifying the reservation but I have to say he has been the most courteous & professional person I spoke to. I wasn't 100% comfortable that my reservation was made correctly but I did receive a confirmation email that included 2 rooms (1 king 1 double) so that was good. About a week after that, a friend of mine called to change one of the rooms to her credit card. and then yesterday my other friend called to change the other room to her credit card. On both of those occasions each friend said that when they called that Sharon was beyond rude and unprofessional to them so each time I called to verify the changes that were made to the reservation #(XXXXXXXX) and she was rude to me as well. BOTH times. Today she proceeded to tell me that this reservation was past it's "limit to make any changes." The only "change that has been made to this reservation has been the credit card #, and only twice at that! Not only that but I have witnesses who heard me confirm with Carlton (or whoever the new hired gentleman is) back on January 7th that one room is a king bed and the other has 2 doubles, so you can imagine my surprise when I get an email confirmation today that both rooms were confirmed as king beds. So this is also something I mentioned to Sharon and she EXTREMELYrudely and unprofessionaly told me that is how it was booked from the beginning and that I am not allowed to make any more changes to my reservation. When, as I said before I confirmed multiple times and have witnesses confirming that I NEVER requested nor confirmed 2 king beds. 1 room w/ 2 doubles and 1 room with a king bed. I am very disappointed that not only I have had such a negative experience, but EACH of my friends who have made reservations have also had this kind of experience. ANd we haven't even checked into the hotel yet. Imagine our anxiety about the staff that we [redacted] have to deal with who are supposed to be professionals in a Service oriented business. We are part of a convention program in Amherst MA that gives a significant amount of business to this hotel from June-August EVERY year and this is not how we deserve, expect, desire or are treated at any of the other places where we do business for this event. Desired SettlementAll we are looking for is that we would like this matter to be rectified as soon as possible or we [redacted] not be referring others to Hampton Inn or be staying with you in the future. We want to be treated with respect, and when paying for a service provided, the last thing we expect is to be treated with disrespect as if our business does not matter. I would appreciate an apology from Sharon to myself and to my friends as well. I have worked in customer service for many many years and could never imagine treating them this way. I hope this matter can be rectified because my friends and I who have been wronged, along with the thousands in our group for this convention [redacted] be aware of the service that the Hampton Inn provides and how they choose to do business.
We were unfairly charged $250.00 fee that they refused to return.On [redacted] We checked in to the Hampton Inn. The confirmation # XXXXXXXX, room # [redacted] We were asked to sign an agreement not to smoke in the room or face a charge of $250.00 we signed it. We went by the hotel policy and did not smoke in the room, we stepped outside anytime we smoked. [redacted] Two days after our stay, $250.00 was deducted from my account. When I called to ask why, I was told by the hotel manager it was a charge for smoking in the room (which didn't happen) and there was nothing that I as a paying customer could do about it and hung up the phone on me. If there was a smell it must have came from our clothes not because we smoked in the room. I called the corporate office, they said there was nothing they could do for us. I am now fighting the charges against my account.Desired SettlementWe want our $250 refund and room charges. We will never check in at the Hampton Inn Hotel again. We felt like we have robbed when they withdrew $250 from our account. I want my bank information deleted from their system.Business Response we are a 100% non smoking facility. we have a zero tolerance policy for guests that smoke in our rooms. At check inn guest are informed of our non smoking policy. they are also informed that if they do smoke in the room they will be charge $250.00 an we make sure the guest signs where the policy is stated on the registration card. I have proof of the guest signature I can fax that over to you as well. its not fair to non-smokers that have to stay in a room that smells like smoke. The guest was even told by maintence please do not smoke [redacted] under the canopy where other guest check inn. Consumer Response I'm responding to my original complaint, I understand that Hampton Inn has a strict no-smoking in the room policy. We had no problem signing the agreement. As I stated in my original complaint. We stepped outside a couple times during our stay to smoke. The hotel should check their cameras to verify that. My point being why would we be stepping outside to smoke if we could careless about the agreement we signed. It doesn't make any sense for us to take our time to leave the room and walk down 3 flights of stairs to smoke a cigarette, then back upstairs and smoke in the room. The hotel manager has based his reason for the charge on what someone else told him. He should have confirmed it himself before charging my account. We were asleep by midnight. When we awoke in the morning we stepped outside to smoke. We returned to our room got our things together then went to check out. Room service was already at our room ready to clean it. In fairness to us the hotel manager should review the cameras from that night which will show us stepping outside a few times to smoke. After that he needs to consider our claim that the room smelled like smoke it was most likely from our clothes. I would not be pushing this so strongly if we were guilty of going against the agreement we signed.We do not [redacted] never mind that night. If we did [redacted] which we don't would anyone in their right mind [redacted]. That accusation is so far fetched that I believe it shows that the management at the Hampton Inn may have other reasons for not wanting us back. I truly am beginning to wonder now if it is because of my ethnicity. I plan on pursuing this matter even further because of this latest accusation. The cameras at the hotel will prove this never happened.Final Business Response We are a franchise an have certain rules an guidelines that we need to follow. We are 100% non smoking an we do hold the right to charge a guest if the rooms wreaks of smoke upon check out. The $250 fee is used to remove the smoking odor from the carpets, the walls, the curtains, an the linens. we have guest signature on our smoking policy. unfortunately we are not allowed to have cameras in the rooms since its illegal an it violates a guests right. I also contacted Hilton about seeing if we could change the verbiage of the smoking policy however since they are a franchise they have standard regulations that have to be followed by all there non smoking Hampton Inns. We are a equal opportunity business an we do not discriminate on race or ethnicity. We try to serve guest with the best hotel experience possible. We cant show favoritism to one guest an not another. if you booked at a non smoking hotel its not fair to you if I rent out a room that smells of smoke. If you were staying in that room with your kids how would you feel? one guests negligence does not make it right for others. we are standing behind our brand an we get reviews from every guest that stays with us. you can see our reviews on trip advisor as well. we run a very hospitable hotel. with all the health concerns these days with smoking an second hand smoke we pride ourselves in providing a clean room for our guests. all the signed criteria regarding our smoking policy has been sent to you guys along with the guests signature. Our stand on the matter remains the same an the guest is more than welcome to take it up further with whomever they wish.We are a equal opportunity hotel an we serve people of all races an ethnicities. We are owned an operated by a minority race as well an we do not discriminate.
We were unfairly charged $250.00 fee that they refused to return.On [redacted] We checked in to the Hampton Inn. The confirmation # XXXXXXXX, room # [redacted] We were asked to sign an agreement not to smoke in the room or face a charge of $250.00 we signed it. We went by the hotel policy and did not smoke in the room, we stepped outside anytime we smoked. [redacted] Two days after our stay, $250.00 was deducted from my account. When I called to ask why, I was told by the hotel manager it was a charge for smoking in the room (which didn't happen) and there was nothing that I as a paying customer could do about it and hung up the phone on me. If there was a smell it must have came from our clothes not because we smoked in the room. I called the corporate office, they said there was nothing they could do for us. I am now fighting the charges against my account.Desired SettlementWe want our $250 refund and room charges. We will never check in at the Hampton Inn Hotel again. We felt like we have robbed when they withdrew $250 from our account. I want my bank information deleted from their system.Business Response we are a 100% non smoking facility. we have a zero tolerance policy for guests that smoke in our rooms. At check inn guest are informed of our non smoking policy. they are also informed that if they do smoke in the room they will be charge $250.00 an we make sure the guest signs where the policy is stated on the registration card. I have proof of the guest signature I can fax that over to you as well. its not fair to non-smokers that have to stay in a room that smells like smoke. The guest was even told by maintence please do not smoke [redacted] under the canopy where other guest check inn. Consumer Response I'm responding to my original complaint, I understand that Hampton Inn has a strict no-smoking in the room policy. We had no problem signing the agreement. As I stated in my original complaint. We stepped outside a couple times during our stay to smoke. The hotel should check their cameras to verify that. My point being why would we be stepping outside to smoke if we could careless about the agreement we signed. It doesn't make any sense for us to take our time to leave the room and walk down 3 flights of stairs to smoke a cigarette, then back upstairs and smoke in the room. The hotel manager has based his reason for the charge on what someone else told him. He should have confirmed it himself before charging my account. We were asleep by midnight. When we awoke in the morning we stepped outside to smoke. We returned to our room got our things together then went to check out. Room service was already at our room ready to clean it. In fairness to us the hotel manager should review the cameras from that night which will show us stepping outside a few times to smoke. After that he needs to consider our claim that the room smelled like smoke it was most likely from our clothes. I would not be pushing this so strongly if we were guilty of going against the agreement we signed.We do not [redacted] never mind that night. If we did [redacted] which we don't would anyone in their right mind [redacted]. That accusation is so far fetched that I believe it shows that the management at the Hampton Inn may have other reasons for not wanting us back. I truly am beginning to wonder now if it is because of my ethnicity. I plan on pursuing this matter even further because of this latest accusation. The cameras at the hotel will prove this never happened.Final Business Response We are a franchise an have certain rules an guidelines that we need to follow. We are 100% non smoking an we do hold the right to charge a guest if the rooms wreaks of smoke upon check out. The $250 fee is used to remove the smoking odor from the carpets, the walls, the curtains, an the linens. we have guest signature on our smoking policy. unfortunately we are not allowed to have cameras in the rooms since its illegal an it violates a guests right. I also contacted Hilton about seeing if we could change the verbiage of the smoking policy however since they are a franchise they have standard regulations that have to be followed by all there non smoking Hampton Inns. We are a equal opportunity business an we do not discriminate on race or ethnicity. We try to serve guest with the best hotel experience possible. We cant show favoritism to one guest an not another. if you booked at a non smoking hotel its not fair to you if I rent out a room that smells of smoke. If you were staying in that room with your kids how would you feel? one guests negligence does not make it right for others. we are standing behind our brand an we get reviews from every guest that stays with us. you can see our reviews on trip advisor as well. we run a very hospitable hotel. with all the health concerns these days with smoking an second hand smoke we pride ourselves in providing a clean room for our guests. all the signed criteria regarding our smoking policy has been sent to you guys along with the guests signature. Our stand on the matter remains the same an the guest is more than welcome to take it up further with whomever they wish.We are a equal opportunity hotel an we serve people of all races an ethnicities. We are owned an operated by a minority race as well an we do not discriminate.