Hearthstone Motel

Revdex.com:At this time, I have not been contacted by Hearthstone Motel regarding complaint ID [redacted].Sincerely,[redacted]

Review: I am a business person working in the area and made reservations at the Hearthstone Motel for the week of 8/**-8/**/14 for me and also for a colleague arriving 8/**. I made the reservation at 1:30 pm on 8/** and checked in 7:30 p.m. on 8/** Upon check-in, I paid for the rooms in full. When I went to put away clothes and setup laptop, etc. to perform work in the room for the night, I immediately noticed that the bedspread, bathroom, windows, etc. were covered with live and dead flies. Obviously, I immediately went to the office, told the [redacted], that the room conditions were unsanitary, that I was leaving the hotel, and asked that he remove the charges from my credit card he said he would not remove them.Desired Settlement: Refund of the payment in full

Business

Response:

The business has responded, please read below.

The weekend of Friday, August [redacted], 2014, [redacted] came to our motel to look at our rooms. She spoke with a member of our staff who showed her the room (room 5) and grounds. [redacted] was ecstatic, stating that our rooms were very lovely and they would be perfect for her and her associate who were in need of 2 rooms the following week. She gave our staff her business card and stated that she would call and make a reservation after speaking to her boss.

A few days later she made her reservation (Tuesday August [redacted] for 3 nights at $69 plus tax per night AND for another reservation for Wednesday August [redacted] for 2 nights at $99 plus tax per night) and we sent her a confirmation email. She responded to it and we were all set, awaiting her arrival. We even extended our check-in time for her (normally 2-6pm) until 7:30pm to make sure she wasn’t inconvenienced.

When [redacted] arrived at 7:30pm she seemed upset right away. While checking in, she expressed her concern over the bill and was a bit upset about the price (she, of course, was told the price both over the phone and in our email) - She was surprised that the tax made the bill higher. We offered to go over the bill, line by line, so she would feel comfortable and fully understand it but she refused and said she got easily confused by numbers and it was fine. She paid and left the office. We saw her open both the screen door AND the regular door of the room, leaving the screen door propped open with a chair. We observed her bring in multiple overnight bags and other property.

At approximately 9pm (1.5 hours later) [redacted] calls the motel office and states that her room is infested with house flies. She further stated that she would bring the key over and expected a full refund. Of course, we told her to stay there and we would be right over to take a look. Moments later we entered the room and were shocked to find nothing but 2 flies sitting on HER makeup jar. We asked her if this was the “infestation” she spoke of. She said “no” – the flies were all over the bed and windows. We walked to the windows but found nothing. We looked at the bed, pulled the sheets back, and found nothing. She continued to state that the room was “filthy” but wouldn’t give any other details when we asked (we wanted to know what specific things she was upset about) and, instead of answering, reverted back to the fly infestation. We, again, asked to see where all the flies were. She ignored our question, raising her voice to tel l us how dirty house flies are. We asked her if she thought it was possible that the two flies we found were let into the room when she propped the door open with the chair. She shrugged and glared at us, as if our question was incredibly insulting to her. We tried explaining that she was in the country, in “Upstate New York”, and that nature occasionally sneaks its way in when you leave doors open. She stated that she didn’t care and she wanted a refund. Trying to please [redacted], we then offered to move her to our suite, a much larger room with a private porch (which costs $30 more per night normally) and stated that we would go into the room with her and we could both check for any flies or other problems. She completely refused and again, threatened to call the Health Dept and Revdex.com if we didn’t simply give her a full refund.

At that point, we had run out of options. It was clear that there was no “fly infestation” and her refusal to move to another room along with her concerns about the bill when she checked in, had already raised enough red flags. We asked her to tell us the truth about why she wanted to leave and perhaps we could come up with a solution that would make us all happy. We asked if her plans had simply changed and if that was the reason she wanted to leave. Once we said that, her whole face changed and she started saying “Yes, well…” (as if she finally was going to tell the truth) but again, reverted back to the fly infestation. She threatened the Health Dept and Revdex.com again. At that point we pulled out a cell phone camera and took several pictures of the room and one of her vehicle (to prove she was there when we took the pictures and to show that we are being truthful). She then left the room, got into her car, and took off with her belongings.

About 1 hour after leaving our motel, she had her husband call us repeatedly, screaming, threatening, cursing, and personally insulting us. We asked him to calm down so we could have a rational conversation but he was enraged and continued to threaten us with the police and health department if we didn’t immediately refund her money. He stated that the room his wife stayed in was filthy and disgusting (even though he was not with his wife when she was here at our motel). We told him that he was incorrect and that we had pictures of the room that were taken when she was there. He then reverted to “this is credit card fraud and the woman who stayed there wasn’t my wife”. We explained how we take everyone’s driver’s license and we even had the business card she had given us when she first came here along with an email from her. We could not continue the conversation because we could not get him to end his tantrum. All in all, he called us thre e times that evening, verbally abusing and threatening our staff.

The county health inspector apparently was called by [redacted] because he showed up the next day and did a full inspection of her room and our property. He, of course, did not find any violations nor flies and gave us a clean bill of health. We have NEVER had any problems with our inspections in the past and are well known in our community for being a clean facility as we are family owned and operated. We often clean the rooms ourselves and we even recently remodeled with new beds, linens, furniture, etc.

At this point we have received a charge back from her card company stating that the transaction is fraudulent. Since she even contacted you, the Revdex.com, stating that she did in fact stay at our motel, she clearly is lying to the credit card company and attempting to defraud them, as she attempted to defraud us. We ask that you send us an official copy of her complaint so we may send it to her credit card company so they may bring criminal charges against her if they so choose.

Review: I booked a room at the Hearthstone Motel to check in on October * for one night. The proprietor explained to me on the phone that if I arrived at the Motel after 6pm, the front desk would be closed and then a key would be left for me for the room, and he told me where to find the key. The condition to checking in after 6pm was that I had to pay the full invoice for the room ahead of time. I paid the invoice on October * using my [redacted] card, as I expected to be arriving at the Motel after 6pm. When I arrived at the Motel on October *, having paid the invoice ahead of time, I looked for the key where I was told it would be. There was no key, and I could not access the room. It was late and I had to scramble to find another place to stay. I ended up paying twice as much for a room in Tivoli. The vendor now appears to be challenging my dispute of the charge, although it is not clear to me on what grounds. (i.e. no reason given)Desired Settlement: I should not be liable for the charge of $133.43 applied to my credit card. I did not receive the benefit of my bargain, and indeed, had to pay substantially more for another room because this vendor failed to deliver the service I paid for. Moreover, the vendor subsequently failed to respond when I contacted him to see what happened.

Consumer

Response:

At this time, I have not been contacted by Hearthstone Motel regarding complaint ID [redacted].Sincerely,[redacted]