Howard Johnson Denver West

Dear ***,We apologize for the late response as we try to get back to you in a timely mannerYes, there was a charge of $that was placed on your account due to the water damage as a result of your stayBefore we rent out a room we check it to ensure that the room is cleaned to our brand
standard and after every resident leave we check the rooms againAfter you checked out, our staff and cleaning staff came to your room we saw that the water was running and the pipe had been tampered withThe water seeped through the carpet and damaged our floorsWe spent a lot of time cleaning and the room was unable to be rented outAs a result we charged the cleaning cost and the time the room was out of commission.? Thank you,

Complaint: ***
I am rejecting this response because:I experienced multiple-BED BUG bites at the Howard Johnson West Denver in *** *** 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 *** *** 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 *** ***
Sincerely,
*** ***

[redacted],We had three witnesses (the housekeeper who then notified the front desk and the manager) of the water soaked carpet. Taking photos of a carpet will not show the damages. We are also fully ready to go to court as well to dispute your alligations. We 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 24/7 and will be happy to take your phone calls but sometimes due to high volume we cannot get to the phone right away.

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. [redacted] did not have a satisfactory stay while at our establishment, however, we do not believe this situation warrants a refund. We remember Ms. [redacted] and on the day that she checked out she came to the front desk to inquire about the customary $50...

deposit, that we refunded her for. A few days later she called to complain about bed bugs, conveniently after she left. The 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 bugs. People before Ms. [redacted] and after her stay did not complain or raised up any issue. Thank you,

[redacted], We understand your reservation. However, 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 refunds. We try our best to accommodate our customers, therefore, giving you credit for your stay.  [redacted] Thank you,

Initial Business Response /* (1000, 6, 2015/07/23) */
The [redacted] at [redacted] Denver West apologizes that the hotel wasn't up to your standards. Unfortunately, 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 Reservations. We 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 /* (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 false. On 07/11/2015 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 cancel. The room was completely uninhabitable and I was forced to buy pillows and blankets and sleep in our small rental car. The remaining refund totals $73.52.
Final Business Response /* (4000, 10, 2015/08/07) */
We apologize for any inconveniences, but we are not allowed to authorize refunds under our hotel policies. There are signs at the front desk indicating that our hotel is currently under renovations, so we apologize for any of those concerns. Everyday the general manager checks the rooms and makes sure that each room is sanitized and cleaned correctly after each housekeeper cleans the room. Therefore, we cannot give the customer a refund.

Initial Business Response /* (1000, 6, 2015/08/20) */
We appreciate your patronage and apologized that you found your stay unsatisfactory. However, we have a clear no cat policy that we have enforced long before your arrival. As you checked in we asked if you had any pets and you stated you did...

not. However, once you checked out we found cat litter everywhere in the room, including the sink. As a result of the cat litter, our drain pipes were clogged. Consequently, the plumber charged us initially $130. But after working on the pipes, they charged us an additional $350 for their services. This amount of $350 will be reflected in your charges. We 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 arrival. No one asked me if I had any pets. As I recall the lady checking me in was ignoring me and was talking to the "manager" about when he was working again. The online reservation did not express exceptions to cats. The litter in question would've never be in a sink. The cat uses a litter box.
The management is clearly trying to charge me for repairs that were already needed. The 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 transition. I 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 there. They 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 disagree. I noticed a camera, behind the check in desk. Maybe review that and then Tell me who's lying. I 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 cats. We specifically booked online a hotel that said they accept animals. There was no expression of a no cat rule. We 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 manner. If I had been told for the start we wouldn't have stayed. They ignored me when I checked in, were rude in the phone, and no one told me about the animal rule.

Initial Business Response /* (1000, 5, 2015/05/11) */
We are sorry to hear about your situation. However, we have documentation of [redacted] inspection of the room the customer stayed in (which was room [redacted] They did NOT find any infestation when they arrived on 5/1/15 at 12:30PM. Therefore,...

we can assure that those bed bugs did not come from our hotel and will not be responsible for this matter. We would be happy to email the customer our pest management report if needed. We have these insect controls frequently, especially when a problem is reported. We also have sanitation and condition report monthly.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That statement is false and fraudulent. We have photographic evidence that is geo tagged and time stamped that proves that statement to be false. The photos shows fecal spots on the mattress that could only be there from long term infestation. We went to the ER for medical treatment and contacted lawyers. This can still be settled privately.
Final Business Response /* (4000, 9, 2015/05/26) */
The day after this complaint was received Howard Johnson Denver West called the [redacted] to inspect and treat the room but their inspection revealed no signs of bedbugs. We did have them treat the room anyway to assure that a bed bug problem will not occur from this incident. [redacted] can be contacted to confirm this at P.O. Box XXXXX, Boulder CO XXXXX (XXX)-XXX-XXXX.
Thank You!

Initial Business Response /* (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 room. Housekeeping was immediately contacted and asked if "A" shoe was...

found and Housekeeping reported that no personal items, including shoes were found in the room. The Howard Johnson's employee then told the consumer what housekeeping had reported to the front desk. The 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 taken. Never 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 room. No "shoe" was found in the room or taken from the room.
Initial Consumer Rebuttal /* (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 response. All employees we have spoken with were very nice and tried to assist us. The 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 manner. This does not resolve anything and The shoes are still missing. This does not resolve the fact that the shoes are gone, that there were bugs on the bed and holes in the sheets. Which they did not even address in their response because they know they are at fault. I still don't see how they can say that they found nothing in the room when there is no other place the shoes could be. And 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 shoes. But after multiple calls, no one ever contacted us back and we left our phone numbers with them multiple times. They were courteous, but not efficient. The manager was rude, for absolutely no reason, and still has done anything to resolve this matter. All we want is the shoes back, which we know for a fact, have been left there.
Final Business Response /* (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 items. We 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 out. Please always take the time to check the room just one more time before you leave, including closets and drawers.
Final Consumer Response /* (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 have. items were stolen by housekeeping and no matter how you try to put it, it is still theft. I expect a full reimbursement for what was paid to stay in this hotel room and the cost of the shoes. This is just ridiculous. There is no other place for them to be, except for in the possession of your housekeepers. And 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.

Dear Customer,We apologize for any miscommunication or inappropriate exchanges from our staff. We do our best to keep our upmost professionalism at our establishment and do not treat [redacted] or not-[redacted] customers any differently. However, our hotel policy indeed states that we do not offer third...

party refunds. After speaking to our staff, they said they you did not notify of your check out. Henceforth, that room continued to be under your name and no other customers could have stayed in that room.

Dear [redacted],We apologize for the late response as we try to get back to you in a timely manner. Yes, there was a charge of $500.00 that was placed on your account due to the water damage as a result of your stay. Before we rent out a room we check it to ensure that the room is cleaned to our brand...

standard and after every resident leave we check the rooms again. After you checked out, our staff and cleaning staff came to your room we saw that the water was running and the pipe had been tampered with. The water seeped through the carpet and damaged our floors. We spent a lot of time cleaning and the room was unable to be rented out. As a result we charged the cleaning cost and the time the room was out of commission. Thank you,

Initial Business Response /* (1000, 9, 2015/08/20) */
Dear Ms. [redacted],
We appreciate your patronage and apologized that you found your stay unsatisfactory. The fifty dollar deposit was returned to your card. However, the charge of $230 was due to damages that we found to the room. After you...

checked out we found that the bedding was ruined with a green dye, there were animal feces embedded in the carpet, and the (non-smoking) the room reeked of smoke. The commercialized comforter cost $130, and carpet and smoke cleaning cost $100. We will be happy to provide you with receipts if necessary.

Final Business Response /* (1000, 11, 2015/08/21) */
see attached pdf

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