Holiday Inn Morgantown - University Area Reviews (2)
Holiday Inn Morgantown - University Area Rating
Address: 1188 Pinewood Dr, Morgantown, West Virginia, United States, 26505
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[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 have reviewed the response made by the business in reference to complaint ID [redacted]nd find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
To whom it may concern, In this instance, we followed hotel policy to charge a guest for any missing items from the room. As you can imagine in this industry, many guests have taken pillows, towels, robes, ect. Once the guests leave, our housekeeping supervisor will access/inventory...
the rooms and make any determinations. When this room was accessed, a down comforter and a decorative top sheet were missing. the Supervisor then check all cabinets and closets and the items were not to be found. She also questioned the housekeeper that serviced the room during the guests stay, the housekeeper states that she never removed any bedding items from the room. This coincides with the guest stating that she brought her own sheets and blanket and removed our bed clothing to the floor.The charges applied were $35.00 for the top sheet and 40.00 for the down comforter, totaling $75.00 (not $80.00, as stated by guest). These are the prices that we get the items for from our supplier.Due to not having any video proof and this coming down a "he said, she said" situation, we will, and have, already reversed the charges on the guests credit card in the amount of $75.00. As an act of good faith, we will credit the guests credit card and additional $70.00 to cover the overdraft fees she has incurred. This credit should show up in the next 2-3 business days.Here at Holiday Inn we believe in 100% customer satisfaction and face many situations that incur charges to guests, ranging from room items taken to smoking fees. We try to be as fair as possible when it comes to service recovery and want all guest to have a positive experience with us. Please let me know if I need to do anything further. [redacted], General Manager 304-241-6649. Thank you