Howard Johnson Hotel

In response to the complaint issued by [redacted] , case ID [redacted] The guest checked out early, with less then 24hr notice and was charged for that day, as we were unable to resell that roomThis is our company policy, and the guest was made aware of thisWe will not be refunding the guest, as again, this is our company policyThank you, Dana GGeneral Manager

[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by Weniger Electronics regarding complaint ID [redacted] Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have included my receipt that reflects our dates that were reserve which was till the 6th and the date we checked out which was the morning of the 7thIf we had an early checkout and were charged for the 7th why does it reflect in our reservation that the 6th was the last reserved night of our stayThis is a lie by Dana g
Regards,
*** ***I have included my receipt that reflects our dates that were reserve which was till the 6th and the date we checked out which was the morning of the 7thIf we had an early checkout and were charged for the 7th why does it reflect in our reservation that the 6th was the last reserved night of our stayThis is a lie by Dana gross

The business has responded Please see below:
Dear Sir We at the Howard Johnson Inn are committed to guest service and always work as per the industry norms and our
brand standards.We take pleasure in addressing our guest concerns and resolving them as the situation demandsThe procedure followed in renting the room is very simple .The room when it becomes vacant ,the house keeper does her job and there after a supervisor checks the room paying special attention to room cleanliness and working of the equipment.Once the supervisor is satisfied then he tells the front desk that the room can be rented,If by oversight anything is left out that would be taken care by front desk agent as the need be*** *** checked into a room,However, he realized that the power plug was loose and that being the reason the fridge ,microwave and Television were not working.The front desk person went to the room and plugged it and everything was functioning as it was supposed toNext morning the guest checked out and the room was given to housekeeping for cleaning.The guest returned to hotel after 1-hours of check out claiming that some keys were left behind.The front desk agent gave a key to enter the roomThe guest took literally minutes closing the door.This being beyond reasonable time the supervisor went and knocked on the door which the guest thought is inappropriateThe guest used the room and facilities and checked out at the check out time and wants a refund which we feel is out of reasonOur management and staff are always committed to resolve customer concerns and our endeavor is always to make the guest stay comfortableWe did contacted our head office and the guest and regretted the incident even though ,the hotel was not at faultFor any further clarification please do not hesitate to contact ###-###-####

Thank you for notifying our office of the concern filed by *** *** at the Howard Johnson property located in *** ***, NYWe are sincerely sorry to hear we did not provide the guest with an excellent Howard Johnson experienceYou can count on our team to help resolve your concerns.
To assist Ms. *** in reaching a resolution, I've informed the Howard Johnson's general manager of the situationThe general manager will contact Ms. *** on or before July 28, As a company, we're committed to delivering a great experience with every stay with us If for some reason Ms***'s concern is not resolved, please contact me directly at ***.***@***.com and I will personally help address Ms***'s needsRegards, Mary BSpecialist, Customer care Wyndham Hotel Group

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Weniger Electronics regarding complaint ID...

[redacted].
Regards,
[redacted]

I noted that this complaint was filed on 10/26/2015, but I did not receive notice until February 22,2016. The postmark on the letter from the Revdex.com is February 19,2016. Be aware that the customer has never contacted me since the second delivery. The one statement made that bothers me the most is the customer's claim that they did not know about the restocking fee until AFTER the second delivery. That is not correct That was made very clear before agreed to order a second refrigerator for this customer. The following is the chain of events as remember plus the recollection of the person who made the delivery with me:This customer contacted our store and requested a price on a specific model refrigerator.We responded with our price on that specific model. e After Comparing prices, the customer determined that we had the best price and asked us to order that specific model.As per store policy, we did not request a down payment, or a prepayment. We request payment on delivery. Upon delivery, we unpacked the unit in their (husband and wife) presence. After a few minutes they noted that the color was bisque, when they had wanted white. asked if this model number matched what they had ordered. They said yes it was, but they wanted it in white. I explained that the model number they gave me was for one in bisque. then asked where they got the model number for what they ordered.They stated they got it off a website. I explained that the model number also specified the color.They stated that they didn't realize that. At this point stated that could not return the refrigerator, and, because of the model and Color, it would be difficult to sell without a substantial discount.Because the customer was becoming so agitated, I reluctantly offered to take it back and put their old refrigerator back in place and walk away with no charge. At that point the customer stated they would keep it and then wrote the check for payment.  The next day, they called the store and requested that I order a replacement. I said I would only agree if they agreed to a restocking fee to cover the cost of the double delivery and to subsidize the selling of the now "used' refrigerator. Note: THIS WAS CLEARLY EXPLAINED BEFORE AGREEDO ORDER THE SECOND UNIT.  A week later delivered the new refrigerator.Later was able to sell their "used" refrigerator to a customer (1 explained the history of the fridge before selling it) below my cost but subsidized by the restocking fee which allowed me to at least break even.Due to the following facts: sold the customer exactly what they had ordered, had offered to take the first refrigerator back with no charge, they had paid for it willingly AFTER delivery, had to make a second delivery, and then take back a refrigerator that had been used for a week. I feel that the restocking fee of $120 was fair. Most other businesses would have charged the same or more. I am sorry the customer is upset. We want and expect all of our customers to have a great experience. If we had ordered or delivered a piece other than what the customer requested, we would obviously have corrected the problem without question.Sincerely yours,Michael A[redacted] owner

The entire group left a day early, with less then 24hr notice. Again,
this is company policy to charge for the day, as we were unable to
resell the room. There was a group of 20 or so rooms staying with us. 
This matter was discussed with the Regional Manager as well to ask
advise on the matter, and she agreed that it was company policy to
charge.  We will not be refunding for the one day.     Revdex.com spoke to Dana at business and the following was relayed: The original portfolio was reserved for the following day, he was given a copy of when they left, not when they were originally scheduled to. Regardless, the customer did receive a refund for one day from corporate.

In response to the complaint issued by [redacted], case ID [redacted]. The guest checked out early, with less then 24hr notice and was charged for that day, as we were unable to resell that room. This is our company policy, and the guest was made aware of this. We will not be refunding the...

guest, as again, this is our company policy. Thank you, Dana G. General Manager

The business has responded.  Please see below:
We have received your response to our investigation of the facts and careful analysis of the incident. We are concerned about it and we regret the incident and assure you best of our services on your next visit.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
The hotel is really on the defensive to write a letter rewriting the actual events and blaming me, the consumer for their ineptness.  Needless to say I did not spent 45 minutes in the room after check out time or use the facilities. I could have used the facilities in the lobby.Wyndham Resorts , however, contacted us , apologized for the rude behavior we encountered, and did offer us some compensation which we accepted. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: We checked in around 4:30 pm but didn't realize until 5 :30 pm that the carpet in front of the sink was sodden with water. At that point we had to leave to go to a wedding. On the way out, we told the front desk about the problem. When we returned around 11 pm, nothing had been fixed in the room. In fact, it looked like nothing had been touched. We complained and got another room. The lock did not work well on the door and even the front desk clerk had difficulty with it. When we finally got into the room, there was a sickly sweet smell (deordorizer?) and it was clear the air conditioning had not been on for some time. We then decided we did not want to sleep in the room. We decided to just drive home. We asked for a refund but were denied (after a couple of phone calls made by the front desk clerk, who was very argumentative with us). He offered us another room but at that point we had lost any confidence in the hotel and didn't want to stay there.Desired Settlement: We would just like our $72.39 refunded. We have filed a dispute with our bank but have not heard back yet on the resolution.

Business

Response:

Dear Sir

We are in customer care business and our aim is always to build up good customer relations with the guests and at the same time following the norms in the Industry.

The guest was given a courtsey checkin in the morning as he was a part of the wedding group.The guest requested it and we accepted it but However the guest got into the room at 4.30pm and after one hour while going out he mentioned about the sogginess of the carpet for which we assured him that it would be taken care.He did not ask for another room at that point .We checked the room there was some sogginess at the entrance ,which we cleared it .

The guest returned at night time and said it is still soggy and so we immediately offered him another room which was non-smoking and to which he said it is smelling then we showed him another and this time he said lock is the problem ,we still were giving him another room then he asks for refund of money .We said we are giving you the alternate room and refunds are given only in case if the customer returns to desk within 5-10 minutes of checking in which is considered reasonable.

The problem has already been informed to our GM hotline and an apology letter sent to guest offering him upgraded room at discounted price on his next visit anytime. we sincerely regret the incident .

General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear Mr. [redacted],

I’m sorry to hear that this is your conclusion. In fact, we did not arrive at your establishment until 4:30 pm and had only spent an hour in the room. Someone on your staff must have noticed the soggy carpet earlier in the day, no? And yet you still insisted on renting the room. And the fact that you don’t seem perturbed by the soggy carpet – “The soggy carpet which you are mentioning is only near the entrance and water leak is not continuous” – leads me to believe that quality is not a high priority in your hotel. ANY water-sodden carpet ANYWHERE in the room is unacceptable in all of the hotels I have ever stayed in (and I have stayed in many for business).

Also, your statement, “Normally if a customer does not like the room he comes to the desk within 5-10 minutes and claims refund which we gladly do” does not apply in this situation since we did report the problem as soon as we became aware of it (an hour later, yes, but that was because it was only in our stocking feet that we felt the sodden carpet). When we did inform you we could not stay but had to get to the wedding. If I had known this was going to be the outcome, I would have asked for a refund and checked out immediately. But we gave you benefit of the doubt to resolve the problem satisfactorily and you did not.

The second room that was shown to us had a faulty lock and a strong smell. Can’t you understand our not wanting to see yet another room, especially that late at night, when the hotel seemed to be full? I did not have confidence in the hotel being able to offer a better room since the first two were defective.

Thank you for the offer of another stay but I am not interested in staying at your hotel again. I do feel we had the “correct perspective.” Real service is about keeping the customer happy and giving a refund – because you want good word of mouth and repeat business. That has become the standard today in the United States be it in hotels or retail.

We will let our friends who live in the area know about this. This is only the first wedding we will attend for their family. There will be others. And our friends know a great many other people in Monsey and Spring Valley who might be tempted to use your establishment for their affairs.

I will also make a copy of your letter and my reply available to the NY Revdex.com and Wyndam Hotels corporate.

Cordially,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: This establishment has a bed bug problem, we brought in an exterminator and found out that they have a consistent issue with certain rooms and they have not taken care of the problem. Despite knowing about this problem, they still rent out the rooms to unsuspecting guests and then take no responsibility for the issue when it is brought to their attention. [redacted] stayed in a room I rented for him as part of a business group stay, and he immediately complained about a rash that he didn't know where it was from. Two days later it was apparent that the rash turned into large bits all over his body and bed bugs were clearly the cause. Once he knew the cause, and found the bugs in his bed, he went to the front desk. They changed his room and after a lot of convincing they said they would wash/dry his clothes in order to kill any bugs or eggs in his clothing. However, when he received his clothing back they were still damp. In order for the bugs/eggs to die, it is suggested that clothing be in high heat for over an hour, this clearly was not done or else the clothes would have been totally dry. He also had to get a set of new clothes to wear while the other clothes were being cleaned. He went to Walmart and got an extremely inexpensive set of clothes as well as new deodorant, and some anti-bacterial body scrub to wash off any germs left from the bugs. The hotel gave him a hard time about his purchases when he bought bare minimum items and it was their fault that he needed those items to begin with. We asked for an exterminator to come and check all of the rooms our guests were staying in. They obliged but when he arrived we found out that they have had a lot of problems in the past, which directly contradicts what they told us when we asked if they'd ever had a problem before. He found another room with bedbugs and that guest was also moved to another room. They made a huge deal about paying for dry cleaning for the items of clothing that can't be put in the wash, and were extremely rude about the fact that she needed a new suitcase because it could not be cleaned and rid of bedbugs. Throughout this entire process they never once apologized to us for the fact that guests were sleeping in beds that had bugs crawling in them! They mainly just acted mad that we found the problem and forced them to face it. This is was such a terrible situation that both of the affected guests had to be moved to another hotel. When we tried to settle the bill with [redacted], the hotel manager, she refused to give us a refund for the nights that they slept in infested rooms. They said that they would pay for 1 night for each room, which they did not actually do. The first affected guest moved out of the hotel after he was bitten and they still charged us for all of the nights that he stayed overnight in the hotel. The second guest was moved out of her room but not given any refund at all for the nights she was in the room with bugs. We were in town for business and because of the bug issue, two of our employees had to miss work for a whole day, which is a big problem on a film set. The hotel manager, [redacted], called me to find out what we were hoping to be refunded for and to make sure "the issue was taken care of", and I told her that I had to speak with my producers before I could tell her exactly what we thought would be fair. (I am the production coordinator, so I was the point person for the hotel but I am not the final decision maker.) After I spoke with the producers, I called back and told her that we wanted those night refunded and she responded completely irrationally. She kept talking about other things that were not related to the situation and tried to marginalize the bed bug issue so that they would not have to refund us. I asked for itemized receipts for our rooms so far in the stay so that we could go over exactly how much we wanted refunded and it took them over 24 hours to get the receipts for us. I had to call multiple times to complain and get them to give us evidence of the charges that they had already placed on our credit card. Over the course of those phone calls the hotel manager hung up on me multiple times, assumed an angered tone and raised her voice threatening that if I didn't immediately get to the hotel to talk in person she would put all of our belongings in the parking lot. She was totally out of control and I almost called the police because it was clear that if I went to the hotel at that time that she may not be able to stay calm and discuss our bill as a professional adult. We then checked with our accountant because we realized that the hotel had already charged our credit card for almost $2000 more than they should have. Myself and one of the producers went to the hotel in order to discuss the bill and they still did not have all of the room receipts ready for us. The hotel manager was very hostel and would not let anyone get a word in edgewise. After getting no where with negotiations for the room reimbursement, we at least were given part of the money they overcharged us back. We tried to contact corporate to settle the payment issue and the [redacted] corporation simply told us that they have no control over the individual franchises. We bit the bullet and had everyone except the affected guests stay at the hotel because moving 40 people is difficult at the last minute. As we approached check out I warned the front desk and the manager that we would need all the receipts for all of the rooms and exact amounts of how much we would be paying. Then when we checked out they were not prepared to give us the receipts and I did not receive them until days later. Two days after checking out I called because we had still not received all the money back from the original over-charge on our credit card. [redacted] was so aggressive she was yelling at me for no reason, going on and on about how nice they were to us, when in reality no one felt comfortable at the hotel. She went so far out of control that she was told me that no one will ever love me. Besides being totally irrelevant to the receipts I was trying to obtain, it was completely out of line to personally attack someone who brought a lot of business to their hotel.Desired Settlement: We should be refunded for the 5 nights that a guest was in room 220 being bitten by bed bugs, especially because they know that room has had problems in the past and they tried their best to cover it up. Also we should at least be refunded for one of the nights where the guest in room 209 was staying in a room with bed bugs.

Business

Response:

Complaint ID# [redacted]

Dear Sir,

Thanks for bringing to our attention the customer concerns and while acknowledging the customer concerns we wish to put forth the facts before you.

Most of us in the community are aware that in New York city and nearby areas are prone to bedbugs and study indicates that the Bedbug problem has skyrocketed because of national and international tourists .

The infested include luxury hotels in New York , Hospitals ,Schools, Colleges and we are not immune from such bedbug attacks. In spite of our continued efforts to keep the establishment clear of bedbugs by using the services of exterminator on continual basis and taking extra preventive steps from routine state inspections we succumb to this bedbug problem, It is wrong to conclude that hotel is continuing to rent rooms even though they are attacked by bedbugs.

Two rooms were infected by bed bugs which happened as a stray incident on one night during the guest stay and these rooms were part of the production company group. Immediately those rooms were shut off and the guests were moved to other rooms after being checked by our exterminator under the supervision of the hotel manger and the producer personally and not only that, when the exterminator came ,as a preventive measure we got him inspect each and every room of the group occupants.

We are very sorry for the producer and our Management offered sincere apology and told him that we are taking the incident very seriously .

Mr. [redacted] was very kind and understanding .We thank him for the same. A meeting was immediately convened with Ms.[redacted] the project manager and producer, the matter was discussed at length and amicable solution was reached to the satisfaction of the Mr [redacted] and all the parties concerned including the production coordinator of the group , after agreeing in the meeting she is turning around expressing her displeasure.

We reimbursed the expenses for medicines ,clothes as per his receipts, as agreed upon in the meeting and we did apologize then and now also we regret the incident.

The other guest in whose room the bedbug was found was reimbursed for the bag as per the receipts produced as agreed upon during the meeting with the producer and was also allowed to do the laundry in our hotel laundry and use the dryers which she did up to midnight and the guest was satisfied.

The points to ponder here are

a)Was the guest room affected, shut off for treatment,

yes

b)Was the guest moved to another room immediately, yes

c)Was the new room to which he was moved, inspected by exterminator, yes

d)The guest was offered an apology by the hotel manager, yes

e)Was the guest compensated for medicines, clothes, yes

We wish to bring to your notice that the affected guests were adequately compensated.

We continuously have groups whether for business, or reunion or marriage frequenting our hotel. When the groups are done with their stay then we go through the entire list of rooms and check to see that the groups are not billed extra and at the same time make sure that the group has not overlooked some rooms in which the guest stayed.

The adjustments are made at the end and all the copies invoices and receipts issued .

The production coordinator approached the desk and asked for the invoices and receipts right away ,we told her that once your group checks out of all the rooms billings would be checked with the list of guests and final billings would be issued to you personally or faxed as per your convenience. The same was done .

She could recall that she forgot the billing of two rooms in her list, which were added and one amount which was charged by us was also adjusted and credit given. The production coordinator was moving the guests from one room to another and bringing new guests into the rooms without the knowledge of the hotel manager or Front desk at her will.

We understand that these things happen in groups staying at hotels, but the production coordinator must also understand that to conclude the business ,proper accounting is necessary and it takes a day or two because of so many additions and deletions of the guests and check in dates mostly without the knowledge of Front desk.

The objective is not to charge excess from the guests and give proper receipts .

We feel that has been done with complete honesty.

We once again appreciate your attention to this matter. Hope that we are able to address your concerns.

Yours Sincerely

Manager

[redacted] Inn

Reply, Reply All or Forward | More

Review: the microwave and fridge did not work. when we complained about it, we were basically told to fix it ourselves. Eventually someone came and discover that the plug was out. there was at that point a large amount of water from melted ice in the fridge which no one bothered to clean. We then discovered that the tv didn't work. we were told that it was a cable company issue and it would start to work in 20 minutes or so. By the next morning it still was not working. when we checked out there was no one at the front desk so I just left the key. Later, when my wife went back to retrieve a forgotten item she was treated VERY rudely by the front desk person for not saying that we were leaving. We called the main office of howard johnson. this resulted in a call from the local hotel and they claimed that everything was great! we e-mailed the main office again. So far no response . we stayed at the hotel on June **. We were in room [redacted]. thank you we feel we are entitled to a refundDesired Settlement: refund

Business

Response:

The business has responded. Please see below:Dear Sir We at the Howard Johnson Inn are committed to guest service and always work as per the industry norms and our brand standards.We take pleasure in addressing our guest concerns and resolving them as the situation demands. The procedure followed in renting the room is very simple .The room when it becomes vacant ,the house keeper does her job and there after a supervisor checks the room paying special attention to room cleanliness and working of the equipment.Once the supervisor is satisfied then he tells the front desk that the room can be rented,If by oversight anything is left out that would be taken care by front desk agent as the need be. [redacted] checked into a room,However, he realized that the power plug was loose and that being the reason the fridge ,microwave and Television were not working.The front desk person went to the room and plugged it and everything was functioning as it was supposed to. Next morning the guest checked out and the room was given to housekeeping for cleaning.The guest returned to hotel after 1-2 hours of check out claiming that some keys were left behind.The front desk agent gave a key to enter the room. The guest took literally 45 minutes closing the door.This being beyond reasonable time the supervisor went and knocked on the door which the guest thought is inappropriate. The guest used the room and facilities and checked out at the check out time and wants a refund which we feel is out of reason. Our management and staff are always committed to resolve customer concerns and our endeavor is always to make the guest stay comfortable. We did contacted our head office and the guest and regretted the incident even though ,the hotel was not at fault. For any further clarification please do not hesitate to contact ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The hotel is really on the defensive to write a letter rewriting the actual events and blaming me, the consumer for their ineptness. Needless to say I did not spent 45 minutes in the room after check out time or use the facilities. I could have used the facilities in the lobby.Wyndham Resorts , however, contacted us , apologized for the rude behavior we encountered, and did offer us some compensation which we accepted.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The business has responded. Please see below:We have received your response to our investigation of the facts and careful analysis of the incident. We are concerned about it and we regret the incident and assure you best of our services on your next visit.