Homemart Mobile Home Sales

This issue was resolved directly with the guest, [redacted] I called and informed him that no refund could be given because of the type of reservation he made through, Hotels.com which was non-cancelableI aplologized for the inconvenience and thanked him for being understanding of the situation

MR [redacted] checked into the room around pmThe guest was given a room with double beds and a KitchenetteThe guest complained about the ACThe property maintenance checked and verified that every thing was in working conditionThe Maintenance Manager advised that guest turn the AC off when using Kitchen Stove and Oven at the same timeIt puts heavy load on the breaker which caused it to tripThe problem was solvedAll day there were no other complaints from the guest until 8:pmon Friday night the guest came to the lobby asking for compensation for the AC being too far away from the bedThe front desk advised the guest that, this is how all the rooms layouts are and that nothing can be done about his complaintHe asked for a few dollars as a discount and the front desk refused saying that since everything is in working order, no refunds can be issued at that timeThe guest then complained that the AC keeps shutting off, the front desk checked and it was fineThis guest is looking to get some compensation to save some moneyThe guest then proceeded to open a customer care case with [redacted] , asking for compensation [redacted] closed the case right away and directed not to issue any refunds or compensations to the guest as they are trying to take advantage of the customer service policy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I'm not satisfied because they stole my moneyI never stayed at their hotel on that night that couldn't be changed or refundedThey explained their policy over the phone but admitted that is happening far too often and there were many unhappy people before me with the same experienceA business should be forced to change a policy that is stealing money from folks, especially senior citizens who live on fixed incomes.I did appreciate the phone call, which I didn't expect Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
This is totally I never complained about ac being to far away from bed room I soley was upset that that is a fire hazard anytime a breajer continues to cut off we never use the stove not once as I stated when they dixed it the 1st time we left for the dayto enjoy the beach as plannedHow can you say I 1st complained of ac not working then say I complained cause it was to far yes I did contact custer care while I was there to make them aware and have not heard back from them I will contact them again also pictures attached show the full bed and boarded up sofa bed that was not what was advertisedThis is very bad customer service and to respond with lies I cant believe this that is a dangerous situation to have anyone in I have my receipts that show we ate out all days there never turned stove on

In regards to this complaint we feel that we did accommodate the guestAfter she complained of the carpet being dirty we moved her immediately into a new room where she seemed to be content for the remainder of her stayNo refund will be given in this matter because, this guest stayed for nights
and after we changed her to a nicer room, we heard no further complaints during the last nights of her reservationAs for the issue regarding our pool arwould like to inform the guest that we have recently hired an outside contractor who will be putting in a new gate surrounding our pool

This issue was resolved directly with the guest, *** ***I called and informed him that no refund could be given because of the type of reservation he made through, Hotels.com which was non-cancelableI aplologized for the inconvenience and thanked him for being understanding of the
situation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The management response is not truthful When I made my reservation several months in advance sofabeds were offered in the rooms My email confirmation shows this We had stayed at the hotel previously and they had the sofabeds As I indicated in my original complaint the sofabed was in the room but had been locked The price per night we were charged included the 3rd person They did not refund this fee The email confirmation shows that the reservation was for three persons There is no truth to the fact that they responded in a timely manner to any of our requests We were told time and time again that manager was not available We were told that we would receive fold out cot if one was available There was never a mention of a charge The clerk never responded to our requests for a cot In addition, this hotel knows that we were not the only guests inconvenienced There were several guests in the lobby complaining of the locked sofabeds Shame on this establishment for their lack of customer service The only truth to their response was that this was during the busy Comic Con week They know that the guests have made their reservations almost a year in advance We called several times directly to the hotel and were never told of the locked sofabed It is also true that their website NO LONGER shows the sofabed option This was probably taken down due to the fact that they decided to lock the sofabeds We were denied an itemized receipt even though we asked for one, but we were charged the $a night 3rd person charge The clerk said she could not remove it pending manager authorization If the hotel did us the favor of not charging us the 3rd person charge for the four nights we stayed, we never saw the refund to our credit card It is appalling to me that not only did we not receive what we reserved for but that the management has lied about our requests

MR. [redacted] checked into the room around 2 pm. The guest was given a room with 2 double beds and a Kitchenette. The guest complained about the AC. The property maintenance checked and verified that every thing was in working condition. The Maintenance Manager advised that guest turn the AC...

off when using Kitchen Stove and Oven at the same time. It puts heavy load on the breaker which caused it to trip. The problem was solved. All day there were no other complaints from the guest until 8:30 pmon Friday night the guest came to the lobby asking for compensation for the AC being too far away from the bed. The front desk advised the guest that, this is how all the rooms layouts are and that nothing can be done about his complaint. He asked for a few dollars as a discount and the front desk refused saying that since everything is in working order, no refunds can be issued at that time. The guest then complained that the AC keeps shutting off, the front desk checked and it was fine. This guest is looking to get some compensation to save some money. The guest then proceeded to open a customer care case with [redacted], asking for compensation. [redacted] closed the case right away and directed not to issue any refunds or compensations to the guest as they are trying to take advantage of the customer service policy.

This email is in response to the complaint that was made by guest, [redacted], who stayed with us from July 20th until July 24th. No where on our website or on the third party reservation sites does it advertise that we offer fold out couch beds in our hotel rooms. This guests reservation was...

made for the busy comic con weekend, and we had already done her the favor of not charging her for the third person during her stay. She wrote several reviews online and all were responded to by us in a timely manner. During her stay she was also made aware that we do offer extra roll away beds but for an additional fee. We were sorry to hear that she was unhappy with her stay, but we do not feel that her complaint should result in money off of her stay or any type of refund. -- Thanking you,[redacted] | Front Office Manager|| [redacted]Tel (619) 697-9005 | Fax (619) 461-2121

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I'm not satisfied because they stole my money. I never stayed at their hotel on that night that couldn't be changed or refunded. They explained their policy over the phone but admitted that is happening far too often and there were many unhappy people before me with the same experience. A business should be forced to change a policy that is stealing money from folks, especially senior citizens who live on fixed incomes.I did appreciate the phone call, which I didn't expect.
Regards,
[redacted]