Heritage Inn Express - Rocklin

Review: This hotel was very dirty. The room we stayed in had mold in the bathroom by the sink,nails holding the carpet down,blood stains on bed,rested iron holder, mold in bathroom, the hotel smelled like cigerattes smoke smell, AC made it smell worse. the pool area was dirty with trash and cigerattes all around it, trash all over, beer bottles, broken down spa that had nasty green water in it, the breakfast buffet was not a buffet. All they had was sugar rolls and cereal. There was no waffles, fresh fruit, or yorgut like it said on the website. My mom still had to stay there and see what they had for breakfast. When asked for my money back just after we check room out and pool they refused. This was within 20 mins of being there. They wouldn't check us out as well. The young man said we had to call the place we booked the stay with to get the money back. We had to stay in a diffrent hotel that night $109.00 and still pay for that one as well. We have pictures to show the dirtiness of the place. Pictures speak more than words. Still trying to get our money back. We booked this hotel thought [redacted]. This company tried to get us our money back. But was not able to the manager refused. So [redacted] gave us back our money. Now [redacted] is out of the amount they refunded me. I am trying to get there money back on this matter as well as the 109.00 for the other hotel I had to pay for. I would have never had to move to a different hotel of this hotel was what it said it was on there web page. The smoke in this hotel was bad for my kids and molded,trash, glass in pool area was not good for my kids as well. The room where my mom stayed was strong smell of smoke that she had to move to a different room. When we asked for a different room they told us they had none available. We asked for our money back and still refused to give it back or check us out of the room we had complained on. That's why we had to go to another hotel. We had no where to go far away from are home.Desired Settlement: We would like [redacted] to get there money back and for us to be refunded the money we had to pay for another hotel 109.00. We have pictures. 55.98+109.00=164.98

Business

Response:

how are you, this is [redacted] from Heritage in rocklin. I will explain the situation, [redacted] checked in at 6:42 pm and after near 4 hours she came down to the front desk at 10:15 pm asking to check out. She was really rude and asking for a refund.her reservation for one night only, I tried to explain to her that the reservation was a third party reservation, therefore I could not refund the money. She had to call the company she had initially reserved with and request a refund through them. After she had done that I would have been more than happy to release the funds, but she insisted I give her the refund immediately. Our hotel policy is that if you check in and stay in the room for more than 30 minutes there is no refund. If you have any questions you can email me or contact me via phone ( cell) ###-###-####..

Thank you.