Heritage Hotel Group

I have received your letter and we have reviewed
the guest's stay at our hotel(Heritage Inn Express-Rocklin)As stated by the guest she made a report regarding her being a victim of ID theft and was documented by the Rocklin Police Department on 11/24/During her stay from 11/15/- 12/07/all her payments had been made in cash. We do not have documentation on this incident because the guest did not bring this incident to our attention during and after her stayShe was also a guest during 1/15/15-1/27-15, during those times she paid with cash some days and visa the other daysShe did not mention this incident when she stayed with us on those dates either
In regards to the stolen vehicle, our property has a sign which states "Management is not responsible for theft or damage to vehicles or contents"Our sincere apologies for the negative experience at our hotel, and we will be writing an apology letter to the guest regarding this matter
The guest was also concerned about her card being used as payment to cheother guestsWe can assure you that we keep all of our guests information and credit card information confidentialWe do not charge cards without a signed authorization form, copy of the card & ID, unless the guest themselves are physically present to authorize the charge.
Our sincerest apologies for the negative experience she had at our hotel, and we will be writing an apology letter to the guest regarding this matter. I would like to request to remove this complaint from our file because the guest did not confront us with the issues they had
Sincerely,
*** ***
General Manager
Heritage Inn Express
Rocklin

Review: I have been a victim of ID theft. This is documented with the Rocklin police department (11-24-2010) While staying at the heritage inn in RocklinMy vehicle was broken into and caused over 350.00 in damages. Valuable intellectual property was taken including a USB and Charge Cards. While some items on the list were recovered others were not, adding to much stress and worry. Also during the same visit found that there was much illegal drug activity going on around the premises. My vehicle keys also went missing and had to call a lock smith to make a new set. Costing over 100.00 (I had suspected that somewhere in the lobby a housekeeper or persons who had been stalking me had lifted them when my back was turned.Due to depleted funds I had to contact a relative for additional funds for my stay during the thanksgiving week. After checking out I sent in a letter along with a demand for reimbursement totaling over 1,000.00 At the time of the incident there were no signs releasing liability of the owners or management on the property.More recent. This hotel had been running my DEBT card within Their system as a [redacted]! I have no [redacted] attached to this account. They claimed that they were doing this to hold the room and the charges were to be taken out later. Each and every receipt that I have reflects a paid balance. Yet after they delayed processing of the transactions bank then began to run my account into an overdraft state. The money had been paid and accounted for already, it appeared as though they were trying to take funds twice or possibly they were leaving there computer system records OPEN and then showing me as checked out on my receipts and then having someone else stay in the room at no cost (on their float) Don't know exactly but this certainly looks like where this lead For the most part this property is in good shape and is kept clean. How ever some of the continued questionable activity should be looked into.I am giving the police report to the bank for followup.Desired Settlement: I have filed a claim with my bank for the resent charges made. The bank has had record of my ID theft issues. I expect a refund or compensation for the lack of privacy, safety and security on this property.I also expect at least a letter of apology.

Business

Response:

I have received your letter and we have reviewed the guest's stay at our hotel. (Heritage Inn Express-Rocklin). As stated by the guest she made a report regarding her being a victim of ID theft and was documented by the Rocklin Police Department on 11/24/2010. During her stay from 11/15/10 - 12/07/10 all her payments had been made in cash. We do not have documentation on this incident because the guest did not bring this incident to our attention during and after her stay. She was also a guest during 1/15/15-1/27-15, during those times she paid with cash some days and visa the other days. She did not mention this incident when she stayed with us on those dates either.