Hawthorn Suites by Wyndham

Complaint: I am rejecting this response because: This response from Hawthorn Suites is not true? I went and took my sister home around 12:am and before that ? no one called our phone or knocked on the door because we were not loudWe checked in at 10:pm and were removed around 1:am ? not 2:am, because my daughter called me on my way back there and they were sitting on the curbI went to the front desk and no one could not tell me the reason why we were evictedI called [redacted] several times and he kept telling me he would find out why and never did? Other management at the site could not tell me why and all of a sudden the came up with noiseAll they can keep saying is I isigned ? the paper at check in, but like I told them it is clauses because anyone can complain and it should not be immediate evictionSomeone was having a party in the same building on the backside and had traffic coming thru Sincerely, [redacted] ***

Guest called the property on the day of her arrival asking hotel to charge her CC over the phone.? This is against our policy as we confirm id along with the CC being used.? Guest became beligerent over the phone yelling an cursing at hotel personnel, she remain confrontational when we informed her of the policy and ID theft and safety of her personal information as to the reason for the policy.? She wanted to see the policy when she checked in and we explained to her it is on our website.? She insisted on the policy explanation which we gave her multiple times.? We then told her we not honor her reservations.?

The guest (Ms***' daughter) was removed from our property by law enforcement due to a noise complaint from the room Ms [redacted] was not present at the time of the complaintMs [redacted] later called the hotel to report the incident that law enforcement was rude to her daughter and others in the roomThe GM advised her that we have a party policy that she signed for at the time of check in and all parties in the room must be or olderThe GM also in formed her that if she had a complaint regarding Maryland Heights Police Department,who made the decision to remove them from the property, then she would need to to contact the police departmentThe GM also informed her since we are in Maryland Heights jurisdiction, if the guests are not complying to our policies and their commands that they have the right to remove them from the property

Guest called the property on the day of her arrival asking hotel to charge her CC over the phone This is against our policy as we confirm id along with the CC being used Guest became beligerent over the phone yelling an cursing at hotel personnel, she remain confrontational when we informed her of the policy and ID theft and safety of her personal information as to the reason for the policy She wanted to see the policy when she checked in and we explained to her it is on our website She insisted on the policy explanation which we gave her multiple times We then told her we not honor her reservations

In reference to the case ID [redacted] , complainant Ms [redacted] Rule, she has alleged that she had paid cash for her stay at the Hawthorn Suites on Oct 7th, Ms [redacted] had contacted us in this regard to which we did our investigation on our endWhen we were unable to find any overages from Oct 7th, I had requested Ms [redacted] to send us the receipt of cash paymentSince I am the New Manager of the property, I was not aware of what had transpired on Oct 7thMs [redacted] was unable to produce any kind of receipt or documentation for cash payment and unfortunately I was unable to proceed any further without having any proof of payment.Ms [redacted] had contacted the Wyndham Head Office with this concern and I had responded the same as nowShe has now contacted the Revdex.com Office and still I am unable to proceed further without any further documentation from Ms ***Since I have been with the property just about a month now, I am unable to make any decisions without proper back up documentations.Thank you for your time in addressing this

The person who rented the room she was not on property at the time of the complaint/incident. We have our police officers monitoring our premises. We asked the room occupants of at the time in the room to leave. They did not follow the procedure. Maryland Heights Mo
assisted in the removal of the occupants and we adhered to their policies and procedurse. We received many complaints about this room and the noise

Guest called the property on the day of her arrival asking hotel to charge her CC over the phone. This is against our policy as we confirm id along with the CC being used. Guest became beligerent over the phone yelling an cursing at hotel personnel, she remain confrontational when we
informed her of the policy and ID theft and safety of her personal information as to the reason for the policy. She wanted to see the policy when she checked in and we explained to her it is on our website. She insisted on the policy explanation which we gave her multiple times. We then told her we not honor her reservations.

The person who rented the room she was not on property at the time of the complaint/incident. We have our police officers monitoring our premises. We asked the room occupants of at the time in the room to leave. They did not follow the procedure. Maryland Heights Mo
assisted in the removal of the occupants and we adhered to their policies and procedurse. We received many complaints about this room and the noise.

Complaint:
I am rejecting this response because:
This response from Hawthorn Suites is not true I went and took my sister home around 12:am and before that no one called our phone or knocked on the door because we were not loudWe checked in at 10:pm and were removed around 1:am not 2:am, because my daughter called me on my way back there and they were sitting on the curbI went to the front desk and no one could not tell me the reason why we were evictedI called *** *** several times and he kept telling me he would find out why and never did Other management at the site could not tell me why and all of a sudden the came up with noiseAll they can keep saying is I isigned the paper at check in, but like I told them it is clauses because anyone can complain and it should not be immediate evictionSomeone was having a party in the same building on the backside and had traffic coming thru
Sincerely,
*** ***

The guest (Ms***' daughter) was removed from our property by law enforcement due to a noise complaint from the room Ms*** was not present at the time of the complaintMs*** later called the hotel to report the incident that law enforcement was rude to her daughter and others in the
roomThe GM advised her that we have a party policy that she signed for at the time of check in and all parties in the room must be or olderThe GM also in formed her that if she had a complaint regarding Maryland Heights Police Department,who made the decision to remove them from the property, then she would need to to contact the police departmentThe GM also informed her since we are in Maryland Heights jurisdiction, if the guests are not complying to our policies and their commands that they have the right to remove them from the property

Initial Business Response /* (1000, 5, 2015/12/02) */
WHEN THE GUEST BOOKED BY PHONE SHE WAS MADE FULLY AWARE THAT SHE WAS BOOKING A SINGLE QUEEN ROOM. THE WEEKEND OF 10/23/2015 - 10/25/2015 THE HOTEL HAD ONLY THREE ROOMS AVAILABLE; TWO ROOMS WERE SINGLE SMOKING ROOMS, AND ONE ROOM WAS A SINGLE...

NON-SMOKING ROOM. THOSE THREE ROOMS WERE BEING HELD UNDER A BLOCK IN CASE OF EMERGENCY OVER THE WEEKEND. WHEN THE GUEST BOOKED THE ROOM, THE FRONT DESK REPRESENTATIVE HAD TO RECEIVE PERSMISSION TO UNBLOCK THE SINGLE NON-SMOKING ROOM FROM THE GENERAL MANAGER. THE GUEST WAS TOLD WHILE MAKING THE RESERVATION AND DURING CONFIRMATION THAT SHE WOULD BE STAYING IN A SINGLE NON-SMOKING ROOM. THE GUEST WAS ALSO TOLD ROLLAWAY BEDS WOULD BE AVAILBLE TO ACCOMMODATE FOR NOT HAVING A DOUBLE QUEEN ROOM. THE SINGLE QUEEN ROOM ALSO HAD A COUCH. THE GUEST NEVER DISCLOSED HOW MANY PEOPLE WOULD BE STAYING IN THE ROOM. IF SHE HAD DISCLOSED THAT 5 PEOPLE WERE STAYING IN ONE ROOM IT WOULD NOT HAVE BEEN BOOKED DUE TO POLICIES CONCERNING FIRE AND SAFETY REGULATIONS.
THE WEEKEND OF 10/23/2015 - 10/25/2015 THE POOL WAS CLOSED ON AND OFF DUE TO HIGH LEVELS OF CHLORINE. THIS WAS THE RESULT OF SOMEONE ADDING WAY TOO MUCH CHLORINE AND FOR SAFETY REASONS THE POOL WAS CLOSED. HOWEVER, AS THE LEVELS LOWERED THE POOL WAS REOPENED. THE HOTEL STILL ADVISED GUEST TO SWIM AT THEIR OWN RISK. IT IS HOTEL POOL POLICY THAT HORSE PLAY AND RUNNING AROUND THE POOL AREA IS NOT TOLERATED FOR SAFETY REASONS. IT CAN ALSO BE ASSURED THAT THE POOL WAS NOT OVER CHLORINATED PURPOSELY. IT TOOK 4-5 DAYS TO GET ALL THE LEVELS BACK ON TRACK AND NOT TO MENTION COSTLY.
IN THE GUEST INITIAL COMPLAINT, SHE SAID THAT THE POWER WAS OUT IN THE ENTIRE HOTEL FOR TWO HOURS. NOW THE GUEST IS SAYING THAT IT WAS JUST IN PART OF THE ROOM. THIS IS A VERY EASY FIX BEING THAT IT IS A FLICK OF A SWITCH IN THE BREAKER ROOM. ALL FRONT DESK STAFF KNOW HOW TO OPERATE THE BREAKERS AND WHAT TO DO IF THE POWER DOES GO OUT IN A ROOM OR THE ENTIRE HOTEL. THE TOILET BREAKING IS A MATTER OF MAINTENANCE. UNFORTUNATELY, THESE THINGS DO HAPPEN AND THAT IS BEYOND OUR CONTROL. HOWEVER, WHEN SOMETHING MAJOR BREAKS FRONT DESK KNOWS TO WRITE UP A MAINTENANCE SLIP AND MAKE A PHONE CALL TO MAINTENANCE.
THE SPORTS WAIVER IS NOT FOR DAMAGE TO ROOMS. THE WAIVER IS TO ENSURE SAFETY AND COMFORT TO ALL OF THE GUEST STAYING AT THE HOTEL. THE WAIVER SAYS NOTHING ABOUT DAMAGES TO THE ROOM, BUT DOES DISCUSS THAT THE HOTEL DOES NOT TOLERATE HORSEPLAY IN AND OUTSIDE OF THE ROOMS. PLEASE UNDERSTAND THAT FRONT DESK REPRESENTATIVES ARE TO STAY BEHIND THE FRONT DESK. THEY CAN NOT LEAVE TO INSPECT A ROOM DURING HIGH VOLUME CHECK OUT HOURS. THIS TASK IS ASSIGNED TO HOUSEKEEPING AS THEY ARE CLEANING THE ROOMS.
OVERALL
A REFUND WILL NOT BE ISSUED. THE GUEST HAS LEFT THREE COMPLAINTS (DIRECTLY, WYNDHAM, Revdex.com) AND EACH TIME THE GUESTS STORY CHANGES ABOUT WHAT ACTUALLY HAPPENED. IN A HOTEL THINGS ARE BOUND TO BREAK, BUT THAT IS WHY WE HAVE MAINTENANCE AND TRAINED FRONT STAFF. THE STAFF MEMBER WHO OVER CHLORINATED THE POOL WAS WRITTEN UP AND RETRAINED ON POOL PROCEDURES. EVERYTHING THAT THE GUESTS HAD COMPLAINED ABOUT WAS BEYOND OUR CONTROL TO PREVENT.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wsa not aware the room was a single bed. The reason I called and spoke with front desk was to make sure I was getting a 2dble bed or 2 queen bed room so I could cancel my other reservation (document attached from Super 8 hotel). I canceled Super 8 after I spoke with Hawthorne staff. I also asked staff to email me confirmation letter, she assured me she would but she never did. The number she gave me over the phone did not match the number they had in the system either. That is when I found out they gave me a single room. My first and last name were also spelled wrong as you can see the attached document that I refused to sign after I checked out. The receptionist instructed me to call on Monday and speak with Kim. I called numerous times and she never returned my call, one time she happened to answer the phone at front desk but was very unprofessional and rude about it. I canceled Super 8 hotel due to Hawthorne assuring me that they have a nonsmoking that would fit my family. If Hawthorne staff would have informed me that it was single room I would have never accepted it. It does not make sense to me to pay almost double the price at Hawthorne for single room. The room at Super 8 was #58/night. The reason we went with Hawthorne was the pool mainly that happened to be "over chlorinated." I just want to clarify the room does a have couch that smelled of alcohol. WE did receive a rollaway bed after asking for it. In a response they clearly state they provided a rollaweay bed for not having a double queen room. I disclosed to staff how many people are staying but I can see now that they made the mistake on their part. THe reason I didn't receive conformation letter after booking was probably just to give the room out.
AS for the over chlorinated pool they state it was also costly to bring those levels back, that is not my problem. I paid for service I did not receive. As for the power outage, I nevver said power was out in the entire hotel, that is what you staff told me. I said my entire room was out of power only emergency lights were on. I understand things happen but I doo't think I should pay for it either if it's something that is out of their control because I certainly did not have any control over it but was expected to pay at the check out.
As for the waiver, I understand it waa waiver for damages but what I don't understand is how you can give it to people and refuse to check the room when customer requests it.It is not my problem if the hotel has high volume of customers waiting, then hotel should hire more staff to do the job they are supposed to do. From what happened to me know I am sure hotel would have been so quick to charge my card if they found some damage, But luckily I insisted on staff to check the room with us. AS the task being assigned to housekeeping, our room was not cleaned due to "private belongings" and that was also reported in the initial complaint as well as that room smelled of alcohol.
I called Hawthorne couple of times no call back received. I called Wyndham twice no call back received. Now I am trying to resolve this issue thru Revdex.com. I am also planning on calling my credit card company because I refused to sign the check out paper as you can see from the attached document but I did let her use my credit card because I did not expect this to come this far and didn't want to cause any problems because receptionist told me to call Kim on Monday to resolve this issue and get refund, the receptionist also said to use the credit card so they can issue the refund back on it but Kim did not want to hear anything I had to say, basically told me "those things happen and they are out of their control". Also both my first and last name were spelled wrong on the paper after I gave staff my drivers license and credit card as well, but it was not corrected after I asked them to do it in case I have any trouble getting a discount/ refund. I feel if all those things were out of their(Hawthorne) and for sure they were out of my control I am insisting on full refund.
AS we can see Hawthorne expects customers to pay for everything that goes wrong. Hawthorne should accept the liability for their staff's actions not customers. As you can see from the attached 2 documents, I was completely honest with Super 8 motel and I was also honest with Hawthorne when I booked, my phone call to them to book a reservation was to make sure I was getting double bed or 2 queen bed room.I strongly believe I did everything in my power to prevent any confusion. I would have never canceled my Super 8 reservation which by the way was lees money, about 50% cheaper. The rate at Super 8 was $58/night Hawthorne $110/night. I would like to know whats sense would it make for me to book a single room and pay 250???
I am also planning in looking at small claims court to resolve this issue if not resolve thru Revdex.com.
Final Business Response /* (4000, 9, 2015/12/27) */
The first attachment is the guests reservation activity. Going down to the sixth and ninth lines you can see that an override was required to book this room due to it being held on a block. There were three rooms left for the weekend and those were placed on a blocked in case of emergency. When the guest called she was made fully aware that this room was a handicap non-smoking single queen bed room. The hotel had three rooms available that stay: handicap nonsmoking single, and two standard smoking single queen rooms. If you go down the seventh line you can see that the guest only stated two adults staying at the hotel.
The second attachment is the house rules for sports team waiver that the guest signed. This waiver in no way states anything about damages to the hotel. The purpose of this waiver is to ensure safety and comfort to all guest staying at the hotel. Therefore it is not required that the front desk representative checks over every room upon check-out. This job function is done by the house keepers being that they check and clean all rooms in the hotel for damages. Please read over the waiver that was signed, because again it has nothing to do with damages to the hotel or the guests room.
The third attachment is the guest check-in and check-out documents, which were both signed.
The check-in paper clearly had a section to correct any information that is incorrect in our system. The guest did not correct any information including her name, so it was not corrected in our system by the front desk representative. The room type was displayed and discussed at check-in. The guest had no problem signing the reservation card at check in while she was again made fully aware of the room type. After checking the room the guest came back requesting a double queen room, but the hotel did not have any availability for a double queen room. This is when she was offered (she did not ask) two roll-away beds if needed and the room also had a couch.
The guest stated that she refused to sign the check-out paper, which is false. The attached document shows that the guest did sign the check out document. The one she provided was the guest's receipt.
Lastly, there are other major hotels within miles from Hawthorn Suites including Comfort Inn which is right next door. All of which had double queen bed availability and cheaper rates during the stay dates. The guest was informed this when she first came to the front desk requesting a double queen room.
Everything this guest complained about was taken care of besides switching her rooms and the pool being closed. Also in the guest initial complaint the carpet smelled like alcohol, but now is saying it was the couch that smelled like alcohol. The complaints keep changing from what was said while she was at the hotel (because it is procedure that we document everything including complaints) to what she writes on the Revdex.com.
A refund will not be given. As you can see all documents provided shows that the guest was dishonest about the situation.

Complaint: 11501740
I am rejecting this response because:
This response from Hawthorn Suites is not true.   I went and took my sister home around 12:50 am and before that  no one called our phone or knocked on the door because we were not loud. We checked in at 10:00 pm and were removed around 1:40 am  not 2:10 am, because my daughter called me on my way back there and they were sitting on the curb. I went to the front desk and no one could not tell me the reason why we were evicted. I called [redacted] several times and he kept telling me he would find out why and never did.  Other management at the site could not tell me why and all of a sudden the came up with noise. All they can keep saying is I isigned  the paper at check in, but like I told them it is clauses because anyone can complain and it should not be immediate eviction. Someone was having a party in the same building on the backside and had traffic coming thru.
Sincerely,
[redacted]

Our hotel has a weekend consideration policy in place that every guest signs upon check in. It states that no warning is given. If in fact it is a valid complaint, then they are asked to leave and they are not refunded. A noise complaint was received regarding Ms. [redacted]' room after 11 pm and was...

validated by security there was noise coming from that room. They were contacted and asked to leave the hotel. [redacted] – Front Office Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:Original complaint-[redacted] Hawthorne Suites stated that they would refund the questioned money. However, after waiting a few weeks and contacting them, they still have not refunded the money.Refund 106.50
Regards,
[redacted]

The guest (Ms. [redacted]' daughter) was removed from our property by law enforcement due to a noise complaint from the room . Ms. [redacted] was not present at the time of the complaint. Ms. [redacted] later called the hotel to report the incident that law enforcement was rude to her daughter and others in the...

room. The GM advised her that we have a party policy that she signed for at the time of check in and all parties in the room must be 21 or older. The GM also in formed her that if she had a complaint regarding Maryland Heights Police Department,who made the decision to remove them from the property, then she would need to to contact the police department. The GM also informed her since we are in Maryland Heights jurisdiction, if the guests are not complying to our policies and their commands that they have the right to remove them from the property.

Guest called the property on the day of her arrival asking hotel to charge her CC over the phone.  This is against our policy as we confirm id along with the CC being used.  Guest became beligerent over the phone yelling an cursing at hotel personnel, she remain confrontational when we...

informed her of the policy and ID theft and safety of her personal information as to the reason for the policy.  She wanted to see the policy when she checked in and we explained to her it is on our website.  She insisted on the policy explanation which we gave her multiple times.  We then told her we not honor her reservations.

In reference to the case ID [redacted], complainant Ms [redacted] Rule, she has alleged that she had paid cash for her stay at the Hawthorn Suites on Oct 7th, 2015. Ms [redacted] had contacted us in this regard to which we did our investigation on our end. When we were unable to find any overages from Oct...

7th, I had requested Ms [redacted] to send us the receipt of cash payment. Since I am the New Manager of the property, I was not aware of what had transpired on Oct 7th. Ms [redacted] was unable to produce any kind of receipt or documentation for cash payment and unfortunately I was unable to proceed any further without having any proof of payment.Ms [redacted] had contacted the Wyndham Head Office with this concern and I had responded the same as now. She has now contacted the Revdex.com Office and still I am unable to proceed further without any further documentation from Ms [redacted]Since I have been with the property just about a month now, I am unable to make any decisions without proper back up documentations.Thank you for your time in addressing this.