Holiday Inn New York City - Wall Street

Review: On July ** 2015 me and my spouse was on a getaway first time going to New York. We had a delay on fly because of weather so we made it in at 12:58am to this hotel we had a driver no rental car we was out of it we ordered food and shower and went to bed got up I looked at the cover and blanket to find that it was dirty and we took pictures and we reported it to front desk went we got back in it was after 10:00 to find that it was blood yes the sheets they put on the bed had blood and the same nasty blanket so my husband went down stairs to speak with the boss but the boss was on vacation so we slept on dirty covers for 2 days and on the [redacted] of complain they send to ladies up they said they was sorry but the company they send the blankets out to have clean them has not been doing a good job so they bought us up 2 sets of new sheets with no blankets I freezer that night but it was better than blood and dirty so we checked out on the [redacted] of Aug. and when we did we ask can we get at least 2 nights she told us we was lying and that we can only have a 25.00 to eat next door and that food was nasty its was really nasty and no one want to help us just sadDesired Settlement: refund of 2 nights or all my money would be nice

Business

Response:

To whom it may concern,Please note that first and foremost, the stain that was seen on duvet insert was not blood, but was in fact a very small r**t stain (about the size of a dime, according to my Ho**ekeeping Department's comments). Unfortunately, due to the ind**trial machines **ed to clean commercial linen through our out-sourced linen company, occasionally we do receive pieces back with machine stains (i.e. r**t stains). Secondly, [redacted] did not check in until after midnight on 07/**/15, and no complaint was made to the front desk until the following evening (around 8:20PM), at which point Front Desk Agent, Stella Z[redacted] asked the guests if this complaint was reported earlier. They stated it was not, and so she contacted MOD (Ho**ekeeping Supervisor, Leida S**), and also offered the guest a $50.00 meal voucher for any inconvenience. Both Ho**ekeeping Room Inspector, Elizabeth A[redacted], and Ho**ekeeping Supervisor, Leida S** personally went up to the guest room to see what was going on (as an alleged "blood stain" is a VERY serious complaint). According to Leida's comments: they went up to the room with brand new sheets (new from the box), and asked to change the sheets. [redacted] kept asking if she could assist, and they thanked her but assured her they would take care of it. They changed the sheets IN FRONT of both [redacted], and felt uncomfortable the entire time, as [redacted] was making rude comments about our staff and hotel, and even yelling at his wife for offering to help the housekeepers with the bed. According to Leida and Elizabeth's comments, he kept asking "[redacted]," to which Leida apologized, explained she was using brand new linen to make the beds, comped meal at the restaurant, or stated if they were truly unhappy, she would be able to assist in finding alternative accommodations. [redacted] denied finding another hotel. When they were finished, [redacted] apologize for her husband's behavior and said everything was all right. No further complaints were made to front desk, or any hotel team member throughout the remainder of their stay. On Monday, 08/**/15, I received an email from [redacted] (which is how the guest originally booked reservation), requesting a full refund. I explained the situation as above, and despite the fact that this alleged "blood stain" did not exist, and that the hotel had already corrected the problem in a timely fashion in house, and offered additional compensation of meal voucher, as a FURTHER act of courtesy, I did agree to refund the guest in full. At this point, guest has been compensated over the amount originally spent, and situation, as stated, was rectified in-houswe, immediately upon notification.Should you have any further questions or concerns regarding this case, please do not hesitate to reach out to me directly.Thank you,