Heritage Inn Express - Roseville

Review: July 19th 2015 in room 251-A I rented the room for me and my son who both has medical conditions for 15 days we were not told by the Desk Clerk that after the 15 days you would have to vacate for 48 hours. We were told by several Desk Clerks that we had to vacate for 24 hours instead of 48 hours we received conflicting information and was over charged for weekends when in the room already. In room 251-A while laying in bed I was bitten by a Beg Bug which left a red bite on my left leg we killed it in the bed took a picture of it. Approximately 3:30 that afternoon I called the Front Desk, Because that same afternoon me, and my son had a problem with the toilet stopping up would not flush fully I called for maintenance service was told by Clerk he would come check toilet, but did not show. Tried to use bathroom later that night waste would not flush called Front Desk again at approximately 2:30 AM. We were moved to room 126 with no microwave, and small fridge room was not accomdatering. On July 20th 2015 we were by 136-A with no room phone, enterance door needed repair brought to attention to Hotel Manger promised problems would be fixed instead kept being put off. Hotel had AARP Discount was 20% Hotel did not honor it they were adding it back in to room price. Hotel had no signs posted about 14 day stay max told after we had rented the room for 15 days fees not disclosed what total room cost daily, and weekend increases. The Tv's in rooms all channels not shown as advertised on guide. On July 19th I paid for me, and my son $963.54 during this stay afterwards we had to leave Hotel for 48 hours, and pay extra money for another Hotel stay 72 hours $189.98. In total I paid for me, and my son $1,776.56 plus $189.98 cause of move to other Hotel our total cost was $1,966.54 due to lack of information shared when first checked in Heritage Inn Express July 19th 2015. We talked the Main Manger was told we would get a reasonable refund but only got $50 back,2 night some1 else had a room keyDesired Settlement: I would like a refund for the total of $700 for the misleading information lack of accomendation not addressing matter of bed bug bite, over booking room on 2 night stay, room 136-A with no phone for entire stay wires were cut no hook up for phone, safety conditions over looked for me and my son for our medical, also this matter was addressed by [redacted] Adult Protective Services Of Placer County, Roseville, CA

Business

Response:

I do apologize for the indicated complaint, but while the customer stayed at this property, we took care of every problem they had. Also, we gave them 2 free nights and a $50 cash refund. They were happy with that decision. Thank you so much for your time and consideration Sincerely, [redacted]

Consumer

Response:

I am rejecting this response because: The two free nights they had already over charged from original stay, also while there for two night stay we couldn't sleep in peace because two women came to our room with a key tried to open door several times. I called front desk and reported the incident was told the following morning by Assistant Manger [redacted] "that should not have happened "said no one mention or told him about the two people that tried to enter our room" Got phone call on same night on phone in room asking for someone else later around 1:00a.m when someone knocked on door 3 times, then tried using room key 7 times we were not comfortable not able to sleep. The Heritage Inn Express has a lot of problems with their rooms bed bugs, dirty carpets, old microwaves, old refrigators, old outdated TV's, damaged entrance doors, damaged bathroom doors, bad plumbing for the amount of money they charge daily, weekends rates rooms need to reflect the money they charge

Review: My husband and I checked in to a room for 2 night stay late Saturday night 9/6/2014. At the time that we checked in there was a large wedding party at the site. The Desk Clerk informed us that the party was allowed until midnight, and that there would be no towels in the room. The desk Clerk said that towels would be available in the morning. There was no phone in the room.There were people partying outside our room until 4 am. IT was obvious that the partiers were intoxicated. There was no phone to contact the front desk about the noise. My husband is recovering from major abdominal surgery and was afraid of a confrontation for his and my health and safety.In the morning we went to get towels so that we could shower prior to a family event we were attending at 10am.There was broken beer bottles and cigarettes, lighters etc outside our room.The Desk Clerk ([redacted]) informed us that there were no towels yet. Towels would be available when housekeeping arrives at 9am. WE told her that the night clerk had promised towels in the morning, she said I don't know why he would say that, there are no towels here. We could not eat the deplorable food offered at the continental breakfast so we ate out and arrived back shortly before 9am, housekeeping had not arrived yet. We tracked down housekeeping staff shortly before 10am. The housekeeping staff informed us that the laundry staff provides the towels and that they would not be ready until 1pm or later.I went back to [redacted] and told her that I felt that we had been lied to. She was rude and not helpful at all. I asked to speak to her manager. She handed me a business card with no phone number on it. I pointed that out to her, she gave me a phone number and told me that it would ring at the front desk where she is standing. I asked her to dial the manager for me, she refused. I paid for a safe place to sleep and shower and did not receive any sleep, safety or shower for my money.I have attempted to contact the Manager & corporate office & no response.Desired Settlement: I believe that Heritage in owes me a full refund due to the fact that I did not receive any of the services that I paid for.

Business

Response:

We are incredibly sorry for all the inconveniences that occurred through out your stay with us at Heritage Inn. I spoke to my front desk employees and other staff members in regarding ways to ensure that, that does not happen again, not only for your hopefully future stay with us, but for other guests as well. Upon your check out you did receive a partial refund for the remainder of the nights that you did not wish to stay, so as of Tuesday October 7th, 2014 we will be refunding you the amount that you paid for that night. You should be seeing it back on your account within the next few business days. Once again we are truly sorry for everything that went on, we do wish that you stay with us again in the near future and we will make sure that your entire room is in proper order, as well as receiving a much better discounted rate.

Management Heritage Inn Express 204 Harding Blvd. Roseville, CA 95678 PH: 916-782-4466 FAX: 916-782-4461 heritagehotelroseville.com

Review: I am trying to resolve a double charge from my stay at the Roseville Heritage Inn. On the night of March 12th, I called the desk, asked about availability of two rooms, and asked to receive a discount since I would book two rooms. The receptionist gave me the room rate and said that she would charge me for one room rather than two (in place of discounting the price). This was more generous than I expected. At the desk during check-in a few minutes later, I was asked to sign two invoices, and was told that I had to sign two because the rooms were separate. Little did I know that this was going to result in two room charges, even though the receptionist told me I would only be charged for one. Repeated calls to reception since I saw my credit card statement have never been returned by the manager (who reception says is the only person who can deal with the charges). All I have asked for is a refund for one of the two rooms. I would happily pay the room price I was quoted.Desired Settlement: I should have been charged $67.37. Instead, that amount was charged to my credit card twice. I would simply like $67.37 refunded.

Business

Response:

Thank you for giving me an opportunity to explain my side of the story. It is against our hotel policy to offer two rooms per cost of one room rate. I did spoke with the front desk receptionist who was working at the time of this specific incident happened and she confirmed me she didn’t make a such a statement. I assure you that I trust my staff’s word and their work. I do have two signed hotel folios authorizing two payments for both rooms the customer used. Please let me know if you want me to send you a copy of the signed documents or if you have any further questions. I do apologize for any inconvenience. Thank you[redacted]

Consumer

Response:

I am rejecting this response because: it is untrue. The hotel receptionist has changed her story since the night of the room rental. I asked about the pair of room invoices at the time of signing in, since I had been told I would be charged for only one in lieu of a discount. The receptionist said that a pair of invoices was required. The two room charge is exactly contrary to what she said I would be charged. Turns out that the over the phone offer and the repeated offer at check in was a scam. Of course the manager and receptionist back each other up. The trouble is that their story isn't true. I didn't invent the deal during my phone conversation asking for a two room rate. They are taking advantage of an out of towner. The $70 isn't my concern. The dishonesty is. (See the long string of negative comments a this hotel; many people have found them deceptive.) **

Review: My wife paid the Heritage Inn Express cash for a night's stay on behalf of my brother in law who had stayed there previously. Not more than an hour after receiving the cash, they ordered my brother in law out of the hotel claiming their eviction was due to a former incident they had with him 2 weeks previously. We asked they return the cash, but they would not even though the room had not been used. They said their corporate rule does not allow them to refund cash payments. I asked the manager for the intent of their rule. He responded it is to prevent someone from using the room and then requesting a refund. This clearly was not the case. They refused to refund the money anyway. There are several other reports on yelp.com where people have complained they paid for a night's stay, reviewed the room, decided it was too dirty to stay in, and then requested a refund, but that management would not provide a refund. The management at this specific Heritage Inn Express is not trustworthy. They took our money without providing services and have also done this to others. Had we known they were not going to let my brother-in-law stay, we would not have rented the room form them. They basically took the money and ran. This is wrong.Desired Settlement: We feel it fair they provide a refund for the 59.67 paid in cash without services rendered.

Review: Where do I start? This is a motel in Roseville. I paid the weekly rate for a young couple/2 babies 2 weeks in a row on Friday and during that period ($350.98 not cheap) and here are the issues we have encountered.1. No towels. Upon checking in there were NO towels period. When asking for towels at the office we were told there were no towels and not to expect any.2. No toilet paper. When asking the front desk clerk in person, [redacted], I was told flat out there is no toilet paper. Second time complaining, the maid came in and they took money directly out of the register and gave it to the maid and they told her to walk down to the store and purchase toilet paper.3. Maid harassing three times in one day for payment by knocking on the door all day. Payment is made at the end of the week and we are paying weekly.4. Desk Clerk, [redacted], wanted to charge the card at the beginning of the week. When I requested to speak to the manager she agreed, called the manager, [redacted], and walked out of the room to talk to her. After she was finished with her phone call she pulled out a large binder and filled out a Promise to Pay. The very next day the mgr,[redacted], started harassing the guest via the room phone until I drove over to the hotel. [redacted] then went ahead and agreed to wait until Friday, today. Today I paid for last week. Now she is hassling again.5. No sheets to cover the King size bed. The maid has provided pillow cases and a full size sheet for the King size bed.6. Requesting the corporate offices phone number. The mgr simply will not give out any contact information. The website only has an email or voice mail number. After leaving a message via the motel website the motel mgmt contacts the motel mgr and mgr directly contacts caller. Nothing is resolved.7. Refrigerator went out twice in 2 wks, all the food lost. (Need milk for the babies.) Not even a towel to cleanup the mess. After calling front desk guest was told there is nothing the motel could do.8. Gunshots in parking lot.Desired Settlement: 1. Heritage Inn management should provide corporate phone number on website along with voice/email info. There is no way to get around the manager.2. Front Desk required to provide corporate's information when requested.3. Motel required to provide working refrigerator, towels, proper sheets, and toilet paper to guest rooms and address defective refrigerator in a timely manner when notified.4. Request substantial partial refund for each day none of these were provided.

Business

Response:

No towels. Upon checking - The guest was told upon arrival that we were full and had ran out of towels. The guest stated that as fine that she just wanted to get out of the place she was staying in and that she would be fine.

When asking for towels at the office we were told there were no towels and not to expect any- What this guest was told was that we would not be able to get her towels till the following day.

2. No toilet paper. When asking the front desk clerk in person, [redacted], I was told flat out there is no toilet paper. Second time complaining, the maid came in and they took money directly out of the register and gave it to the maid and they told her to walk down to the store and purchase toilet paper.

This day we did run out of toilet paper and I advised my head housekeeper to take money from the till and go get some. This was a weekend and management was not in town.

3. Maid harassing three times in one day for payment by knocking on the door all day. Payment is made at the end of the week and we are paying weekly.-

We only knocked 2 times (1) because she was due for check out and (2) she requested toilet paper and we were trying to inform her that we did not have any at the moment and we were going to get some . We had been trying to get this guest to pay her bill for several days. We here at the heritage inn express Roseville charge all guests upfront for all stays. Including weekly. For some reason when she extended her stay the guest was tying to stay the week then pay us. I explained to the guest that we have to have a form of payment at the time of extending her stay. She still refuse to pay till Friday. I made arrangements with guest after the guest told me that she could not pay and she gave me a date that she could pay.

4. Desk Clerk, [redacted], wanted to charge the card at the beginning of the week. When I requested to speak to the manager she agreed, called the manager, [redacted], and walked out of the room to talk to her. After she was finished with her phone call she pulled out a large binder and filled out a Promise to Pay. The very next day the mgr, [redacted], started harassing the guest via the room phone until I drove over to the hotel. [redacted] then went ahead and agreed to wait until Friday, today. Today I paid for last week. Now she is hassling again.

We do not have a promise to pay. We have a form to have the room cleaned on a certain day. (weekly Rate policy)The form that was given to her was a Credit card authorization witch will allow us to charge the credit card. We can not take credit cards over the phone and we can not charge a credit card with out proper ID with the credit card. If the credit card holder is not on property at the time of charging the card we require this form to be filled out completely. This guest was giving issues getting payment and had made it clear that we could not get payment from her till Friday we needed this form to be filed out so that we had something to fall beck on for payment. The guest wrote on the registration card that she would pay. Guest made my desk clerk sign under her note as proof of who they talked to. We were very iffy about extending this guest without payment for the reason of the guest was all over the news for fraud on craigslist. Scamming people out of rent money. I keep in close contact with the surrounding hotels and the extended stay said they too had to make her leave and she also did not pay her entire bill.

5. No sheets to cover the King size bed. The maid has provided pillow cases and a full size sheet for the King size bed.

My head housekeeper had cleaned the room and later that day she needed another set of sheets because her child had spilled something on the bed. The guest was aware that the sheets were not a fitted and the guest state that it was fine and said thank you. This was from the front desk not the housekeeping because they had gone home for the day. one of the times I personally found her a fitted sheet. We do not have full size sheets we only have king and Queen.

6. Refrigerator went out twice in 2 wks, all the food lost. (Need milk for the babies.) Not even a towel to cleanup the mess. After calling front desk guest was told there is nothing the motel could do.

The guest only came to me 1 time about the fridge. I spoke to her on a daily basis and the only time she said something was when it went bad in the middle of the night. My staff asked her if everything was ok and she always said yes. I had to be the only person to deal with this guest because she had my staff scared of her that they did not want to get into trouble. She also informed my staff that she wanted her money back and that she has had to do this before and she always gets her money back.

8. Gunshots in parking lot.

She said there was gun shots in the pool area and when question the guest in the pool are the guest stated that its been quiet and no they have not heard any gun shots. A second time the guest stated they heard gun shots in the parking lot and there happen to be a officer in the parking lot taking care of a different and unrelated issue they too said they have not heard any gun shots.

Review: on 5/20/16 I checked into this hotel in room 115. upon entering the room I found burn marks on the wall and noticed a torn curtain. as it was late I decided to wait until morning to talk with management about the issues I had seen to make sure that I was not being charged for damage I had nothing to do with. I went up to the desk first thing in the morning and found out that no manager was on duty and none would be available until Monday AM.

In addition to the problems I found the night before I found black mold in the bathroom in the tub area and burn marks in the bedding in a room that was "Non Smoking". I asked for the room to be changed and was informed that it would be 2 o clock in the afternoon before it could be taken care of. The time was then changed later to 3:30pm which was a conflict for me as we were attending a wedding. I went back to the room to prepare for the wedding only to have the toilet overflow and a handy man not even knowing how to turn the water off to stop the flow of water onto the floor.

I then removed all of our personal items from the room and turned in the key asking that it be taken care of upon our return. When we returned we were given room 148 in which we found tiles missing from the tub and roaches in the bathroom. I turned this key in and asked for a refund. I was informed that the manager had already charged the card and she was the only one who could refund it. She would not be in till Monday so I needed to call her. I then found another hotel for us to stay in for the night since they could not assist us.Desired Settlement: I spent one night out of the two I was charged for with poor sleeping arrangements the first night which I feel should be partially or in whole be refunded as well as a full refund for the second night.

Business

Response:

To whom it may concern:We apologize for this inconvenience and concern about this customer. I have spoke to the customer this morning and agreed to give a refund for half the first night and a full refund for the second night. Thanks,Heritage Inn Express Roseville