Hawthorn Suites - Columbus North

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

A check for $was mailed today 12/2/ro [redacted] ***

We finally received our partial payment I have contacted the health department to look into the hotel it is a dump it has mold I have pictures I will not be giving a high rating on trip advisor thank you Revdex.com

Guest called on 11/to complain about no show charge as a good will gesture we refunded the one night charge and there was not a double charge we did a a complete refund-Regards Lena As follow up I am calling guest and will email over statement if guests requests

On Monday October 26,we credited the complaintent $.82, This complaint also went to our corporate office and they were also involved in the transaction

Please note attachment-I have attached file to complaint and after further research guest was refunded on the 28th of November 2016-Regards Lena and guest was only charged one night-

I am rejecting this response because: My American Express was charge twice on the same day for the same amountI never stayed at the Hawthorne SuitesAfter this I never will
Regards,
*** ***

The charges appear on page of the statement

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and accept the resolution but I do not find it satisfactoryI am still requesting the property owner's contact information in order to communicate to him what happened from my perspective, not the manager'sHe should be aware of how poorly his customers are being treated and the rules being broken at his property (smoking in non-smoking rooms)Also, I appreciate the 50% of a refund but believe I deserve the full $refunded to my account because I was charged for a service I could not use and a different room was unavailableFurthermore, the manager, Lena G***, never apologized for the way she treated meShe was quite insulting and tried to continually place blame on meRegardless of what happens next, I will inform anyone I know going through Ohio to not stay at this hotel and I myself will never stay there againThey have the worst customer service I've ever experienced***, would you please relay the message that I'll accept this offer in order for us to move on but I would prefer a full refund and information to contact the property owner? Thank you

[redacted] checked into our hotel on the 12th of October 2016 and was in the room for over 1 hour and than came to the front desk and asked for a refund because the room was unacceptable due to the smell of marijuana-The facilities in the room were used such as the bathroom bed etc-The room was...

checked for smoke and there was none and she left the hotel. I called [redacted] on Friday the 14th of October as I got a message to return her call and spoke with her for some time and she said she was a student and needed the money and was insistent about a refund as she did not spend the night at the hotel. I explained that if you use the room the charge remains but I did offer her an option that in the future because she was a student I would be happy to give her a reduced rate and she declined.  This charge stands -Regards Lena GM

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

A check for $200.00 was mailed today 12/2/2015 ro [redacted]

In order and in fairness to resolve the issue for the reservation for [redacted] I have spoke with [redacted] at the Revdex.com and I have decided to refund 50%  of her stay-I had offered a reduced stay in the future but this will amount to the same thing so I have done the refund before responding to the complaint again.  Hawthorn Suites consider's this complaint satisfied and we hope you do as well.  As for the owner he does not get involved with these issues but he will be informed of the situation.  The amount we refunded is $47.23 -Thank you and regards Lena GM

Hello, I am responding with a rejection to the Hawthorn Suites-Columbus North manager's response because the information Lena provided is misleading and some of it is false. Furthermore, her concluding statement, "this charge stands," is one that I do not accept as I am still requesting a full refund ($80). First, I will respond to the inaccurate information provided by the manager. She claims I was in the hotel room for over an hour and used the bathroom, bed, etc. This is false. I didn't use anything in the hotel room. I did sit on the couch when calling Booking.com about my cancellation otherwise I did not touch, sit on, lay or use anything in the room. I didn't want to because it smelled so bad and was dirty. The manager accusing me of using the room is a lie. I was also out of the hotel room within the hour I checked in. Secondly, Lena claims the room was checked for smoke and there wasn't any smell. This is also false. In addition to my claims of a strong odor of smoke in the hotel room, you can visit reviews online from TripAdvisor.com during the same week as my stay and see other customers' reviews complaining of their hotel rooms smelling like smoke and being dirty. This is an ongoing problem and not an isolated situation. To clarify another misleading statement in Lena's email, she said I went to the front desk to check out and complain of the smell. I did not speak to Mark at the front desk until after Booking.com called him and explained the situation. I called Booking.com first to see what my options were since the room was not suitable for anyone to stay in. They kept me on hold while calling the front desk, explained the situation to Mark, he kindly assisted in our efforts, and Booking.com cancelled my reservation. Once I loaded my belongings back into my car, I went to the front desk and spoke with Mark to verify he had heard from Booking.com. He did and assured me he'd let Lena know of the situation the next day so my cancellation fee could be waived. He himself said he wished he could make it right with me and refund my money because he felt bad, but he didn't have authorization to do so. Next, and this is a significant point, Lena claims she called me on October 14th. This is completely false and quite insulting considering I was ignored and hustled around all day by Lena's staff who kept telling me to call back or hold. I had to call 10 times (I can provide phone logs for proof if needed) from the morning to early evening of Oct. 14th before finally getting the chance to speak with the manager. Lena never once returned a phone call or email. If I had not persistently called I would never have spoken with her regarding this matter. Next, I find the manager's response offensive because she claims "she was a student and needed the money and was insistent about a refund." Yes, I am a student and I do want a refund, but those two things have nothing to do with this Revdex.com claim or my overall complaint. Within our phone conversation, I mentioned to Lena that I'm a graduate student who travels all over the U.S. and have never had issues with a hotel like this and never once had to check out of a room because of poor conditions. I, like anyone else, do not want to waste $80 on a service that I could not and did not use. It is offensive for the manager to craft a false narrative that portrays me as a college student "using a room" and then "insisting on a refund" because I'm a student who need money. I did decline the offer for a free stay at the hotel Lena manages because a) I am not planning on being in the area again so I couldn't use it and b) I would never stay at a hotel Lena manages after the poor, rude treatment I have received from her. This offer wasn't much of an offer because it can't be used and it does not resolve the problem at hand. To conclude, I am hoping we can come to a resolution and put this behind us. I would like a full refund to my account as soon as possible because I was charged for a service I could not and did not use. Thank you, [redacted]