Howard Johnson Denver West

Customer’s Statement of the Problem:Since I've arrived at this establishment there have been quite a few issues during my stay first a general manager called the cops on my husband do to their disagreement on some sheets that my dog had ruined but I assumed since this establishment is pet friendly housekeeping was capable of taking care of the issue without any problem which was not the case then my husband tried to reason with the manager over the sheets which then you got into a heated disagreement and he called the cops on my husband and due to my husband multiple sclerosis the stress of all of this cause them to have a seizure that evening then today and come to get breakfast for my daughter who is years old and my husband and there was no front desk and apparently no one was properly informed that this person had left and no one to take over and several guess we're waiting to check out and receive their deposits back one lady even claim she and miss the full days of work just to make sure she got her deposit back and I feel that this establishment was not worth the stress and headache that they have caused during my stayAfter days of staying at the hotel, the guest had used the hotel sheets and linens for their dogs to sleep inThe female dog was on her period and had bleed all over the sheetUpon arrival the guest signed an agreement paperwork about the damages and the cost of those damagesThe general manager informed the guest that they will be charged for the damage which is listed in the pet and hotel policy that the guest signed upon check-inWhen the general manager (Qua N***) told them this message, the guest because upset because he wanted the hotel to wash dog blood sheet and to re-use themThe GM informed that this is unsanitary? and couldn't? be doneThe guest then became irriate and wanted ownership informationThe GM refused to give out such information to the guest and the guest because angry and started to hurl verbal and sexual insult at the GMHe kept on coming to the front desk and harassing the general manager and other hotel guestThe general has video clips of the interaction between the guest and GMWithin this video, you could hear the guest stating "you are the manager of getting on your knees." The GM at that point called the police because of the sexual harassment that the guest kept displayingPolice informed the guest if his behavior continues, he will be removed from the propertyOnce again, we have this interaction between the complainant and the GM on video.? ?

Complaint: [redacted] I am rejecting this response because:I experienced multiple-BED BUG bites at the Howard Johnson West Denver in [redacted] during my 2-night stay as I woke up itching and scratching due to bites on my body and my bites were raised and became an apparent BED BUG bite reaction after I checked out and traveled back to my home I do not wish a free night at the Howard Johnson West Denver as do not want a repeat of BED BUG bites during my night stay and am extremely concerned that the General Manager will not correct and address this situation and warn the next guests to be "buyer beware" of BED BUGS in this hotel and I understand it takes a thorough inspection of a pest control service specifically hired to inspect not only the hotel bed mattresses but internal walls and base molding to detect multiple BED BUG layers as I experienced all of my body causing me to spend many weeks in pain and discomfort due to my stay at the Howard Johnson West Denver in [redacted] receiving many BED BUG bites per photos attached I respectfully request a copy of this pest control service by the Howard Johnson West Denver for BED BUG extermination and date of same pertaining to my [redacted] *** Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2015/07/23) */ The [redacted] at [redacted] Denver West apologizes that the hotel wasn't up to your standardsUnfortunately, since you booked your rooms through a Third Party Reservation Site your rooms fall under the Hotel policy of no refunds no cancellations on Third Party ReservationsWe understand that you feel you should receive a refund but the no refund no cancellation policy is stated online when you make your reservation, so you made the reservation and agreed to this policy Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The statement provided by the GM is falseOn 07/11/the hotel staff allowed me to cancel two out of three nights booked and refunded me for those two of three nights (i.e$147.04)This action offers proof that they can issue cancellations and refunds under Third Party Reservations I would like to be refunded the remaining amount for the night we were not able to cancelThe room was completely uninhabitable and I was forced to buy pillows and blankets and sleep in our small rental carThe remaining refund totals $ Final Business Response / [redacted] (4000, 10, 2015/08/07) */ We apologize for any inconveniences, but we are not allowed to authorize refunds under our hotel policiesThere are signs at the front desk indicating that our hotel is currently under renovations, so we apologize for any of those concernsEveryday the general manager checks the rooms and makes sure that each room is sanitized and cleaned correctly after each housekeeper cleans the roomTherefore, we cannot give the customer a refund

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ This case has been reviewed and the customer was refunded [redacted]

To Whom It May Concern, We apologize that Ms [redacted] did not have a satisfactory stay while at our establishment, however, we do not believe this situation warrants a refundWe remember Ms [redacted] and on the day that she checked out she came to the front desk to inquire about the customary $ deposit, that we refunded her forA few days later she called to complain about bed bugs, conveniently after she leftThe manager issued the one night of free stay as a good will measure since Ms [redacted] sounded upset, but this was not a admittance of fault or that we had bed bugs We have a partnership with [redacted] where they come in monthly to inspect and ensure that we do not have bed bugsPeople before Ms [redacted] and after her stay did not complain or raised up any issueThank you,

[redacted] , We understand your reservationHowever, our policy still applies [redacted] 's terms and agreement (copied below and also a link to their website), states that you are subjected to our Terms of Use as long as you have already checked in, which has stated as no refundsWe try our best to accommodate our customers, therefore, giving you credit for your stay [redacted] Thank you,

Initial Business Response / [redacted] (1000, 5, 2015/05/01) */ In response to the above referenced compalint; The consumer called Howard Johnson's Denver West after checking out of their room to report that she left "A" shoe in the roomHousekeeping was immediately contacted and asked if "A" shoe was found and Housekeeping reported that no personal items, including shoes were found in the roomThe Howard Johnson's employee then told the consumer what housekeeping had reported to the front deskThe comsumer was not happy and became irate with the employee insisting that the housekeepers had to have taken her "shoe"The consumer continued to insist that her "shoe" had been takenNever did the consumer state that it was a "pair of shoes", but that it was "A shoe"Housekeeping did not find anything personal in the roomNo "shoe" was found in the room or taken from the room Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not understand what they are trying to say with their responseAll employees we have spoken with were very nice and tried to assist usThe manager is the one who became irate when her phone kept cutting out and she was the one who kept hanging up on us when we tried to resolve this in a peaceful mannerThis does not resolve anything and The shoes are still missingThis does not resolve the fact that the shoes are gone, that there were bugs on the bed and holes in the sheetsWhich they did not even address in their response because they know they are at faultI still don't see how they can say that they found nothing in the room when there is no other place the shoes could beAnd their front desk associate is the one who said that the maid was already in the room and they will check with them about the whereabouts of the shoesBut after multiple calls, no one ever contacted us back and we left our phone numbers with them multiple timesThey were courteous, but not efficientThe manager was rude, for absolutely no reason, and still has done anything to resolve this matterAll we want is the shoes back, which we know for a fact, have been left there Final Business Response / [redacted] (4000, 14, 2015/05/16) */ Dear Guest, We are really sorry for the loss of your shoes, but the hotel cannot possibly be responsible for the loss of your itemsWe do our best to ensure that any lost items get back to our guest but our hotel policy explicitly states that our establishment is not responsible for items once our guest checks outPlease always take the time to check the room just one more time before you leave, including closets and drawers Final Consumer Response / [redacted] (4200, 16, 2015/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because first, we paid for a hotel room with electricity, which it did not haveitems were stolen by housekeeping and no matter how you try to put it, it is still theftI expect a full reimbursement for what was paid to stay in this hotel room and the cost of the shoesThis is just ridiculousThere is no other place for them to be, except for in the possession of your housekeepersAnd the hotel needs to take responsibility for a disgusting rooms with bugs on the bed and holes in the sheets and no power in the room, except in the one outlet where the lamp was plugged in so we at least had light

Complaint: [redacted] I am rejecting this response because:I experienced multiple-BED BUG bites at the Howard Johnson West Denver in [redacted] during my 2-night stay as I woke up itching and scratching due to bites on my body and my bites were raised and became an apparent BED BUG bite reaction after I checked out and traveled back to my home? I do not wish a free night at the ? Howard Johnson West Denver as do not want a repeat of BED BUG bites during my night stay and am extremely concerned that the General Manager will not correct and address this situation and warn the next guests to be "buyer beware" of BED BUGS in this hotel and I understand it takes a thorough inspection of a pest control service specifically hired to inspect not only the hotel bed mattresses but internal walls and base molding to detect multiple BED BUG layers as I experienced all of my body causing me to spend many weeks in pain and discomfort due to my stay at the Howard Johnson West Denver in [redacted] receiving many BED BUG bites per photos attached? I respectfully request a copy of this pest control service by the Howard Johnson West Denver for BED BUG extermination and date of same pertaining to my [redacted] Sincerely, [redacted] ***

To Whom It May Concern, We apologize that Ms*** did not have a satisfactory stay while at our establishment, however, we do not believe this situation warrants a refundWe remember Ms*** and on the day that she checked out she came to the front desk to inquire about the customary $
deposit, that we refunded her forA few days later she called to complain about bed bugs, conveniently after she leftThe manager issued the one night of free stay as a good will measure since Ms*** sounded upset, but this was not a admittance of fault or that we had bed bugs. We have a partnership with *** *** *** where they come in monthly to inspect and ensure that we do not have bed bugsPeople before Ms*** and after her stay did not complain or raised up any issue. Thank you,

Initial Business Response /* (1000, 5, 2015/07/17) */
Ms*** stayed with us without disclosing that she had a cat in her roomOur property does not allow cats on the propertyAfter she checked out the ** inspected the room as we do each and every check out, and found that the guest had
dumped the litter box into the vanity sinkA plumber had to be called to clear the blockage caused by the litter and it's contents
Thank You, ** *** *** *** Denver West, XXXXX W *** *** *** CO XXXXX (XXX)XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They knew I had a cat there, the maid even came in a couple of times to vacuum, there was nothing anywhere that stated cats were not allowedI specifically asked if animals were allowed and they said yes a cat is an animalAs far as the cat litter there was nothing dumped anywhere the ** is nothing but a liarThat place reeks of filth and mold is everywhere so the claim they had to hire a plumber is a bunch of bull and a way for them to take advantage and steal from peopleIf I am not refunded the *** dollars I will hire an attorney and*** them for much moreThere were metal bars sticking out the side of the bed I hit my ankle on and now needing medical help to deal with the infection I got from that place
Final Business Response /* (4000, 9, 2015/07/27) */
Ms*** ch3ecked in without an animalWe have postings on our front counter that state Dogs only NO CATS ALLOWEDShe also called the property, after she got the charge of $for the plumbing where cat litter was dumped down the vanity sink, and we have pictures on file for proof of this, and stated that her daughter only brought the cat the last night that she was there that the cat had not been there except for the last night and she thought that because we took dogs that it was alrightShe did not ask nor tell anyone a the front desk and the housekeepers stated that they did not see a cat until they went to clean after she checked outDue to extensive clogging of the drain and having to call a plumber to fix it, we will not be offering any refundIf photographic evidence of the damage is needed we can supply that, as well as the notices on our front desk in plain sight of everyoneThank YouGM *** *** Johnson Denver West, XXXXX W ** *** *** *** CO XXXXX (XXX) XXX-XXXX
Final Consumer Response /* (4200, 11, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I too have pictures of the room and the facility itself I did not hide anythingThe *** is extremely unprofessional and I have hired an attorney and will be suing this company for the injuries and infection to my leg/ankle that was sustained there from the metal bars sticking out from the bedWe also have video of the entire facility and how unclean it isThis is poor business practice and I have talked to other people that have stayed there and have had similar issuesThank you, it is now in the hands of my attorney

Complaint: ***
I am rejecting this response because:The real problem is that they are aware of me using a 3rd party and will give poor service to everyone who does knowing they won't have to give a refundHow is this fair, how do they get away with a no refund policy that is ambiguously stated at the time of purchase?
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2015/05/16) */
Dear Ms***,
We apologize for any inconvenience this may have causedIt was our mistake to have charged you for the full amountHowever, our hotel policy states that all cancellations must be done on or before 6pm MST on the day before
arrival to avoid a no-show charge equal to one night's room rate and taxYou are correct in the complaint that the charges should amount to $plus taxWe have credited you back the remaining funds
Thank you,

Dear Customer,We apologize for any miscommunication or inappropriate exchanges from our staffWe do our best to keep our upmost professionalism at our establishment and do not treat *** or not-*** customers any differentlyHowever, our hotel policy indeed states that we do not offer third
party refundsAfter speaking to our staff, they said they you did not notify of your check outHenceforth, that room continued to be under your name and no other customers could have stayed in that room.

Customer’s Statement of the Problem:Since I've arrived at this establishment there have been quite a few issues during my stay first a general manager called the cops on my husband do to their disagreement on some sheets that my dog had ruined but I assumed since this establishment is pet friendly
housekeeping was capable of taking care of the issue without any problem which was not the case then my husband tried to reason with the manager over the sheets which then you got into a heated disagreement and he called the cops on my husband and due to my husband multiple sclerosis the stress of all of this cause them to have a seizure that evening then today and come to get breakfast for my daughter who is years old and my husband and there was no front desk and apparently no one was properly informed that this person had left and no one to take over and several guess we're waiting to check out and receive their deposits back one lady even claim she and miss the full days of work just to make sure she got her deposit back and I feel that this establishment was not worth the stress and headache that they have caused during my stayAfter days of staying at the hotel, the guest had used the hotel sheets and linens for their dogs to sleep inThe female dog was on her period and had bleed all over the sheetUpon arrival the guest signed an agreement paperwork about the damages and the cost of those damagesThe general manager informed the guest that they will be charged for the damage which is listed in the pet and hotel policy that the guest signed upon check-inWhen the general manager (Qua N***) told them this message, the guest because upset because he wanted the hotel to wash dog blood sheet and to re-use themThe GM informed that this is unsanitary and couldn't be doneThe guest then became irriate and wanted ownership informationThe GM refused to give out such information to the guest and the guest because angry and started to hurl verbal and sexual insult at the GMHe kept on coming to the front desk and harassing the general manager and other hotel guestThe general has video clips of the interaction between the guest and GMWithin this video, you could hear the guest stating "you are the manager of getting on your knees." The GM at that point called the police because of the sexual harassment that the guest kept displayingPolice informed the guest if his behavior continues, he will be removed from the propertyOnce again, we have this interaction between the complainant and the GM on video.

Complaint: ***
I am rejecting this response because:Once again I complained about the condition within minutes of check in ,the room was not cleaned and carpet was damp ,window with no lock on ground floor room.I was told by the lady at the front desk there were no more rooms,and in fact someone was there sleeping in the lobby.This is not to have a situation like this I have still not been able to contact the manager and they seem to only contact the Revdex.com.There was also toothpaste from someone else on the counter when I checked in , this was a gross room
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/08/20) */
We appreciate your patronage and apologized that you found your stay unsatisfactoryHowever, we have a clear no cat policy that we have enforced long before your arrivalAs you checked in we asked if you had any pets and you stated you did
notHowever, once you checked out we found cat litter everywhere in the room, including the sinkAs a result of the cat litter, our drain pipes were cloggedConsequently, the plumber charged us initially $But after working on the pipes, they charged us an additional $for their servicesThis amount of $will be reflected in your chargesWe will be happy to provide you with any receipts if necessary
Initial Consumer Rebuttal /* (3000, 8, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The no cat policy was not made clear upon arrivalNo one asked me if I had any petsAs I recall the lady checking me in was ignoring me and was talking to the "manager" about when he was working againThe online reservation did not express exceptions to catsThe litter in question would've never be in a sinkThe cat uses a litter box
The management is clearly trying to charge me for repairs that were already neededThe room (s) in that hotel are far under par, and are responding to our leaving the establishment under distress
Final Business Response /* (4000, 20, 2015/12/01) */
We apologize for the untimely comment as we were undergoing a management transitionI spoke to the previous manager about this case and he stated that the no cat policy has been enacted for years and the sign has always been thereThey explicitly stated this to the customer prior to checking them in yet the customers lied and brought in multiple cats
Final Consumer Response /* (4200, 22, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will agree to disagreeI noticed a camera, behind the check in deskMaybe review that and then Tell me who's lyingI was approached before entering my room by someone I can only assume is "a lady of the night" and when I went to return the keys, because I did see the sign that said to return the keys, after the encounter in the hall that's when I noticed a sign about no catsWe specifically booked online a hotel that said they accept animalsThere was no expression of a no cat ruleWe can go back and forth about this but the fact is that hotel had horrible management and didn't handle the situation in a professional or even a civil mannerIf I had been told for the start we wouldn't have stayedThey ignored me when I checked in, were rude in the phone, and no one told me about the animal rule

Complaint: ***
I am rejecting this response because:Once again I complained about the condition within minutes of check in ,the room was not cleaned and carpet was damp ,window with no lock on ground floor room.I was told by the lady at the front desk there were no more rooms,and in fact someone was there sleeping in the lobby.This is not to have a situation like this I have still not been able to contact the manager and they seem to only contact the Revdex.com.There was also toothpaste from someone else on the counter when I checked in , this was a gross room
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The real problem is that they are aware of me using a 3rd party and will give poor service to everyone who does knowing they won't have to give a refundHow is this fair, how do they get away with a no refund policy that is ambiguously stated at the time of purchase?
Sincerely,
*** ***

***,We had three witnesses (the housekeeper who then notified the front desk and the manager) of the water soaked carpetTaking photos of a carpet will not show the damagesWe are also fully ready to go to court as well to dispute your alligationsWe are not swindlers and only charge for the damages (which in your case was not present prior to your arrival) that occurred to the room after your arrival.? There is someone at the front desk 24/and will be happy to take your phone calls but sometimes due to high volume we cannot get to the phone right away.?

***, We understand your reservationHowever, our policy still applies***'s terms and agreement (copied below and also a link to their website), states that you are subjected to our Terms of Use as long as you have already checked in, which has stated as no refundsWe try our best to accommodate our customers, therefore, giving you? credit for your stay? ***? Thank you,