Hotel Don Fernando De Taos

To whom it may concern, I have received a complaint from one of our guest who is well known to our staffShe has come to stay with us quite a few times before she started leasing so she knows that our internet is under constructionThrough no fault of our own our internet situation has been an ongoing problem for usWe have changed providers come to find out they had to rewire my whole propertyAfter doing so we changed modems and the internet worked in the clusters just long enough for the tech to leave and then were down againI hired a local technician who came out to discover that our wireless repeaters gave outSo now were are in the process with [redacted] of putting an antenna on the roof of our main building to be directed out toward are new wireless repeatersOn top of that we have went out of our way to accommodate Ms [redacted] by letting her use our business connection in the lobby to do her personal business [redacted] paid and has a balance of and we will be more than happy to refund her that money so that she can find a lease in another hotelIf she would have asked to speak with me or even talked to me while passing in the lobby I would have been more than happy to give her a refund sooner but this is the first time I am hearing about thisWe loose out on repeat business because she sits in the breakfast room bad mouthing the hotel and owner to our current guests

Hello Revdex.com,
Thank you for forwarding the business' response
I do not agree with the statements on the responseTwo emails have gone out to the manager (attached) and as of today I have not received an acknowledgement to my emailsOut of courtesy and as part of customer service policies, they should, at a minimum, had taken the time to acknowledge my concernsI never spoke to her, I always dealt with her assistant managersThe manager was never around, so I was told
I'm not being unreasonable, all I'm asking is a refund for the first night we stayed at the hotel, this will remedy in a way the horrible treatment we receivedAlso, I have attached a few pictures to show how filthy their carpets and their rooms areIt is obvious we differ in our concept of cleaning standards
Again, I appreciate the time you're taking in resolving this issue
Thank you,
*** ***

Hello I spoke with Mrs *** and offered to upgrade them at no extra charge on Saturday morningShe suggested a refund and I repeated the offer for an upgrade or we could call around to find another room at *** because we were full and we have a no refund policyIt states on our registration
card that the guest signs at check inWe had a full house that weekend and only had one suite leftI sent my housekeeper with clear instruction to thoroughly clean the roomThis was at 10:00am I checked the room at 11:00am and it was clean and ready to goAt 1:I went to lunch and Nubia my front desk clerk called me to let me know she didn't want the upgrade because it smelled like smokeI told the front desk to ask if they wanted maintenance put in an ionizer she chose to stay in the room she had so many problems with and said she would take a refundThat was never an option offered to herI also did not offer a discount because we had already given her a 20% discounted rate for a soft ball game they were coming to taos forWhen speaking with the guest I offered to correct the situation due to the fact that we have a no refund policy and the guest refused insistent on a refund

Complaint: [redacted]
I am rejecting this response because I did not speak about the owner because I did not even know who the owner was in fact I was trying to get her name and phone number to speak to her about my varies complaints and also notify her of certain personal staring with gen mgr [redacted] in her response she said I never approach her about anything the reason being she was never around the only time I saw her in person was on June 11th when they said the owner was coming to the hotel to bring supplies for the hotel in fact I stayed in the lobby that day in order to speak to her but she did not arrive when I was there so they told me she had came but got in late. In fact there are several things I saw in the hotel I know were inappropriate going on that I thought the owner should know about  in fact one of the employees stated to me that they all think I was working in behalf of the owner to let her know what was going in other words that I was spying on behalf of owner. As for being in lobby to use the internet I was there a few times but I got tired of seeing certain things going on  and also of their personal telling about each others personal lives so then I started going to use my lab top at a cafe that offers free internet in fact while I was there I would purchase my meals and drinks there so I have receipts of all days and hours I was there using their service. also they said they couldn't give the owners number out to me because they could get fired and I found that too be very odd. 
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

To whom it may concern,    I have received a complaint from one of our guest who is well known to our staff. She has come to stay with us quite a few times before she started leasing so she knows that our internet is under construction. Through no fault of our own our internet...

situation has been an ongoing problem for us. We have changed providers come to find out they had to rewire my whole property. After doing so we changed modems and the internet worked in the clusters just long enough for the tech to leave and then were down again. I hired a local technician who came out to discover that our wireless repeaters gave out. So now were are in the process with [redacted] of putting an antenna on the roof of our main building to be directed out toward are new wireless repeaters. On top of that we have went out of our way to accommodate Ms. [redacted] by letting her use our business connection in the lobby to do her personal business. [redacted] paid 850.00 and has a balance of 420.00 and we will be more than happy to refund her that money so that she can find a lease in another hotel. If she would have asked to speak with me or even talked to me while passing in the lobby I would have been more than happy to give her a refund sooner but this is the first time I am hearing about this. We loose out on repeat business because she sits in the breakfast room bad mouthing the hotel and owner to our current guests.