Howard Johnson Inn & Suites

The guest had reservation for 6 person in our suite room. But while they were getting in room ,Front desk noticed 8 person. When guest was questioned, They started abusing our front desk and security person.
Guest did send me video of whole situation and their is no sign of security guy raising his...

hand and he will never do it. We never asked them to check out. But they followed my front desk to the office and started abusing him.
Even one of the girl in video is clearly seen saying discriminating words to our security guy.
Even they opened  the case to our cooperate and I emailed the video( guest emailed me) to them and had them decide.
We have full right to question guest if we see number of guest are more then the reservation.
So I cannot refund for room as we did not ask them to leave .
Thanks
Manager
Howard Johnson.Tacoma

Complaint: [redacted]I am rejecting this response because:
The manager here is a complete liar, first he says the motel has already been renovated and now he is saying it currently is undergoing a renovation. So which is it? He is getting confused in all his lies. He has to tell one lie to cover another lie. 
During a phone call we placed with the manager, he stated that he does use any pictures from other hotels as he wants. We have 3 witnesses who heard him say that. 
This guy doesn't know what he is doing so just go ahead and refund our money. 
Sincerely,[redacted]

I do see that guest called us on 10/1/16 and that was the day of arrival.Our cancellation policy is 24 hours before 6pm on day of arrival. 
We never said we can use any pictures we need. Yes,our property is under renovation as By Howard Johnson we have to upgrade our rooms according to their requirements and once all upgrade are done, new pictures will be posted.
Howard Johnson has now new color scheme for all the rooms.  According to guest ,they were at property but never went to room. 
In case of family emergency ,we do cancel the reservation without any penalty. But here guest is claiming of rooms being dirty ,without entering in room.

We do also have policy for emergency cancellation.But in this case no  information was provided .
We had to charge guest a NO SHOW fee. Our hotel is clean ,As we have renovated our rooms with all new furniture,drapes,carpet,lamps.
We  are in city and to make our guest are safe ,we have...

24 hour security.
I cannot process a refund as the reservation was NO SHOW and we have 24 hour cancellation policy.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com Case #: [redacted] Hotel Site #: [redacted] Customer Care Case #: [redacted]   Dear Contact:   Thank you for notifying our office of the concern filed by [redacted] at the Howard Johnson property in Tacoma, WA.   To assist in reaching a resolution, I’ve informed the...

property’s general manager of the situation. The general manager will contact the guest on or before July 21st.  As a company, we’re committed to delivering a great experience with every stay with us.   Thank you!

Please forward this response to the business. Complaint ID #[redacted]
 
We called the front desk on October 1st, 2016 and told the staff we had an emergency come up, they said okay we will talk to the general manager about your refund. So in response to the "no show fee" the business is lying. We need a refund ASAP. This property HAS NOT under gone any renovations. This place is a dump. The pictures on the website the business claims are of their motel, are not actual pictures of the property, the general manager actually said in a phone call that they use whatever pictures they want.
 
The no show claim is false as we did call this motel on October 1, 2016 and told them we had a family emergency come up. Every hotel we have been to has a policy if you have a family emergency come up, they are more than willing to offer a refund. The manager can not lie anymore saying we did not call, when the FACT is we did call.
 
This is the call history from our phone showing that we did call the motel on 10/1/2016. We called the motels number of 253-548-2400. PROOF WE CALLED THE MOTEL.

Dear Ma'am,I had never met the guest who Is making the allegations until 8/4/15. When I came in he was furious andcussing out our front desk and owner. He had just hit a bottle off off the front counter and Into the armof the front desk personnel. He was now outside and talking loudly and angrily on...

the phone. Due tohis anger and tone I asked him if he could take his conversation away from the front office so as not tobother the arriving guests. He would not comply. Once he got off the phone I approached him again tofind out what his Issues were. I repeatedly asked him to lower his voice and let's' have a respectfulconversation. He didn't seem to care about my request.It turns out that he was angered by our owners decision to check him out of his room for lack ofpayment and for not making any contact with us to make new arrangements. We do this routinely. Hisstuff was held In locked storage.That fact that he had 12 different rates over a month's time Is to be expected, given our rates changedally. The only form of payment that he ever used was cash he did present any credit card I would like tosee a credit card statement that shows a charge from our hotel, because we have no record of thistransaction. On the date 8/4/15 he submitted a check but that bounced.He had signed an agreement at check-in that Informed him we take no responsibility for personal Itemsleft In the room. Obviously we are still trying to be, In this case, more responsible than usual. Given thatwe are having to move his things. The owner was present to watch the head of maintenance and thehead of housekeeping make the move and he personally locked the door. We don't believe any of theitems are lost or stolen. It appears very convenient for the guest to withhold payment for his supposedlost items.He stayed in room 103 for a long time and made no complaint. However on this day where he cameback and found his room had been rented to someone else he Insisted we move those people out andgive him back his room, interesting. We could not and would not do that to our new guests.We told him that we would give him room 219 which was not a full suite but still had a kitchenette. Hereluctantly took the room. We, myself and the owner, moved all of his stuff from storage to his newroom 219.He knew he needed a room and yet had no form of payment, so the owner allowed him to leave a checkfor 489.56, to be replaced the next day by 6:00 p,m. The guest showed up at 5:30p.m. with no moneyor any form of payment. In an entire day he was not able to get to the bank. Vet he wanted to getanother room for the night. We were unable to give him an extension without some form of collateral.He was obviously angered by this and made many threats to call the police, make a complaint withWyndham , register a complaint wlth the Revdex.com. Complained about the lack of quality of this hotel, nowwas complaining that his room was. [redacted], yet he fought to keep that room for along time. He has done allof the above, now with his complaints continueing he Is like a problem that just won't so away. Nomatter how much we helped this guest, to this day he doesn't recognize any of that, He slanders ourhotel and ran off many potential customers through the use of loud angry and vulgar language in ourfront office. He was asked nicely and then told to leave. We do not want this guest patronage, we losemoney with him. We are at a loss of over a $1000 because loss of new guests and his check bouncingfor the $489.56.I hold our actions blameless and assert that this elderly man needs some help In dealing wlth hiseveryday Issues, he doesn't act responsibly or respectfully, just like In this situation.Thank you for your consideration,JTHCustomer Service Manager

Your company is liable for theft and damage and this claim will be pursued. The housekeeping staff damaged the property and the managers husband admitted it.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.
Regards,
[redacted]

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.
Mr. [redacted] isn't the owner, why is he replying. A disabled veteran again all staff knew including his wife, [redacted] the day office mgr that my wife got killed in TJ. Did not tell the tenangts to vacate. Yes, I accidently hit the night office mgr with the coffee mug. But Mr. [redacted] the respondent committed assault and battery. I guess it comes down with what I say and he says.  Missing jewelry and miscellaneous items. I am still investigating the credit card charges on my invoice. I never got an invoice with paid on it. Twelve different daily rates in 30 days not justified except for the COMIC CON in July. The owner and  day manager stated only two rates are  used. That HJ sets the daily rate and not them Incorrect. Guess once I find out that credit card number listed five times, then I will take legal actions XXXX_XXXX_XXXX-1030. Disardree with response.  Have contacted the corporation and the S.D Tourist Assoc. Since day one the staff has lied, entered without permission, and a I DON'T CARE ATTITUDE with customers. Don't care what the rooms look like. Got proof to show it when needed.
Regards,
[redacted]

Review: Previously, I had made a reservation for 2 nights starting from Sat, July 11, 2015 for a Deluxe King Suite. On Thursday, July 9, I came to the front desk and asked to book a room for 2 nights with the same type of room as the reservation I had previously. I had asked the person at the front desk if it was ok to stay in the same room rather than check out the morning of Sat, July 11, 2015. The front desk clerk stated that it shouldn’t be a problem and to just let the people at the front desk know. On Sat, I went to the front desk and spoke with the General Manager regarding staying in the same room, but she refused. When I tried to explain to her that clerk yesterday informed me that it was ok, she stated with an attitude that I had to leave the room on check out date. I explained to her that I am spending over $1000 at Howard Johnson Inn, have a baby, and stated "that was not what I was informed." I asked her if there was anything that she could do. Again with an attitude, she stated “nothing I can do” and attended the next person in line. Afterwards, I had asked if she had any water to use for formula for the baby. She stated that there was none, but when she opened the office door, I saw a big Ozarka bottle filled with water. Great customer service. I asked her again “Can you please check?” She again with an attitude said “No!” When I started to get some breakfast and take some bananas, she took the fruit bowl away even though the time for breakfast was not over. When I asked her for a banana, she lied and said “There is none.” Following thereafter, I spoke with someone who informed me that he was the owner and told him regarding the the attitude from the general manager, mistreatment of her, the lies, and overall horrible customer service. Owner tried to speak with the manager, but she did not pay attention. She is rude, lacks empathy, and has no customer service.Desired Settlement: I would like at least 50% of my approximate $1000 residential stay ($500) be reimbursed back to me for the rude and horrible customer service, breakfast that was denied by the general manager, and overall mental stress and anguish.

Business

Response:

Review: I stayed at this hotel for 34 days. During that time I was charged 12 different daily rates. On 7/12/15 charged twice. Told every employee working at Howard Johnson that my wife got murdered in Tijuana Mexico. I was paid until 7/31. During that weekend I was dealing with lawyers in Mexice and staying at my intreputor apartment. Upon returning to my hotel room that Monday found another couple was in my room. Approach the main office the manager [redacted] and office mgr [redacted] was present. My belongings was packed up and stowed in a room. Wanted payment for three days, that I was never notified. Various items are missing but most valuable is the jewelry and smart phone. My receipts state a credit card was used. I paid in cash. This is a in house problem which needs investigation from Howard Johnson headquarters, and the Chula Vista Police Department.Then the mgmt. moved me in another room which the same thing happened. Wrote a check for payment but decided to stop payment because the mgmt. holding on my mail and items missing. Also I got assault and battery from Mr. Jeff [redacted], the asst. mgr?All the offie associates and owner stated that the weekday rates were $79.00 including sales tax and during the weekends were $115.00 and S/TWould not recommend this hotel. Took pictures for evidence. I want my personal belongings back which are missing, and a refund for the double charge for July 02, 2015.Desired Settlement: Return of items missing, my mail, and a refund of July 02, 2015. Also an explanation of the credit charges listed on my receipts.

Business

Response:

Dear Ma'am,I had never met the guest who Is making the allegations until 8/4/15. When I came in he was furious andcussing out our front desk and owner. He had just hit a bottle off off the front counter and Into the armof the front desk personnel. He was now outside and talking loudly and angrily on the phone. Due tohis anger and tone I asked him if he could take his conversation away from the front office so as not tobother the arriving guests. He would not comply. Once he got off the phone I approached him again tofind out what his Issues were. I repeatedly asked him to lower his voice and let's' have a respectfulconversation. He didn't seem to care about my request.It turns out that he was angered by our owners decision to check him out of his room for lack ofpayment and for not making any contact with us to make new arrangements. We do this routinely. Hisstuff was held In locked storage.That fact that he had 12 different rates over a month's time Is to be expected, given our rates changedally. The only form of payment that he ever used was cash he did present any credit card I would like tosee a credit card statement that shows a charge from our hotel, because we have no record of thistransaction. On the date 8/4/15 he submitted a check but that bounced.He had signed an agreement at check-in that Informed him we take no responsibility for personal Itemsleft In the room. Obviously we are still trying to be, In this case, more responsible than usual. Given thatwe are having to move his things. The owner was present to watch the head of maintenance and thehead of housekeeping make the move and he personally locked the door. We don't believe any of theitems are lost or stolen. It appears very convenient for the guest to withhold payment for his supposedlost items.He stayed in room 103 for a long time and made no complaint. However on this day where he cameback and found his room had been rented to someone else he Insisted we move those people out andgive him back his room, interesting. We could not and would not do that to our new guests.We told him that we would give him room 219 which was not a full suite but still had a kitchenette. Hereluctantly took the room. We, myself and the owner, moved all of his stuff from storage to his newroom 219.He knew he needed a room and yet had no form of payment, so the owner allowed him to leave a checkfor 489.56, to be replaced the next day by 6:00 p,m. The guest showed up at 5:30p.m. with no moneyor any form of payment. In an entire day he was not able to get to the bank. Vet he wanted to getanother room for the night. We were unable to give him an extension without some form of collateral.He was obviously angered by this and made many threats to call the police, make a complaint withWyndham , register a complaint wlth the Revdex.com. Complained about the lack of quality of this hotel, nowwas complaining that his room was. [redacted], yet he fought to keep that room for along time. He has done allof the above, now with his complaints continueing he Is like a problem that just won't so away. Nomatter how much we helped this guest, to this day he doesn't recognize any of that, He slanders ourhotel and ran off many potential customers through the use of loud angry and vulgar language in ourfront office. He was asked nicely and then told to leave. We do not want this guest patronage, we losemoney with him. We are at a loss of over a $1000 because loss of new guests and his check bouncingfor the $489.56.I hold our actions blameless and assert that this elderly man needs some help In dealing wlth hiseveryday Issues, he doesn't act responsibly or respectfully, just like In this situation.Thank you for your consideration,JTHCustomer Service Manager

Consumer

Response:

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.

Mr. [redacted] isn't the owner, why is he replying. A disabled veteran again all staff knew including his wife, [redacted] the day office mgr that my wife got killed in TJ. Did not tell the tenangts to vacate. Yes, I accidently hit the night office mgr with the coffee mug. But Mr. [redacted] the respondent committed assault and battery. I guess it comes down with what I say and he says. Missing jewelry and miscellaneous items. I am still investigating the credit card charges on my invoice. I never got an invoice with paid on it. Twelve different daily rates in 30 days not justified except for the COMIC CON in July. The owner and day manager stated only two rates are used. That HJ sets the daily rate and not them Incorrect. Guess once I find out that credit card number listed five times, then I will take legal actions XXXX_XXXX_XXXX-1030. Disardree with response. Have contacted the corporation and the S.D Tourist Assoc. Since day one the staff has lied, entered without permission, and a I DON'T CARE ATTITUDE with customers. Don't care what the rooms look like. Got proof to show it when needed.

Regards,

Review: I had a nightmare of a stay at your hotel and expect to be reimbursed. I booked a stay at your hotel in chula vista,ca for 13 days. First off the maid just makes the bed she never cleans the actual bathtub or sink(I'll be reporting this issue to OSHA) I also had an item stolen and damaged. The same nasty maid damaged a sculpture I had made in Los Angeles. twice.The first time it was damaged by the staff I moved my sculpture out of sight.The second time someone intentionally had to go looking for it and put scratches on the sculpture as well as broke pieces off of it. I have the pictures. Not to mention when I talked to the manager [redacted] she dismissed it and said she had to ask her maid if she did it because she doesn't speak English. Speaking English has nothing to do with stealing. Who is going to admit that they stole and damaged property. When I complained to the manager [redacted] all of a sudden my key card to my room stopped working. Your company is liable for stolen property and damage. Even [redacted]s husband admitted that the maid did it.Desired Settlement: I want to be reimbursed 100 for the property damage to my sculpture and my stolen property.

Business

Response:

Dear Sirs/Mams, First let me explain it is not that we have not responded to this guest, it is simply that when we responded the guest would not except our response. In fact more than one person responded to her. While we sympathize with this customer for the damage to her statue, we could not substantiate her claim. We explained to her that we clearly stated in our rules, that she signed, we do not take the responsibility for the loss or theft of any of the guest's personal items. One thing that was concerning was that the customer accused the Housekeeper of the mishandling and damage to her statue. We could not substantiate that, the housekeeper denied having anything to do with the statue. The evidence is circumstantial at best and would not hold up in a court of law. We told the lady we had no basis for giving any refund and we stand firm on our decision.

Consumer

Response:

Your company is liable for theft and damage and this claim will be pursued. The housekeeping staff damaged the property and the managers husband admitted it.

Review: On 7/10/14. I Rented a room at the local Howard Johnson inn. When I arrived at the room it was ok then I noticed that the toilet had a slow and weak flush that eventually became unusable, so I kindly reported it to Mgmt and maintenance did respond in about 30 minutes. When he showed up I saw that he didn't use a plunger he used a roto rooter system to fix it so I assumed he had done it before in this particular room since he brought heavy equipment. He successfully fixed it, I thanked him, he left. I checked out the following morning without incident. I later made reservations online, however when my daughter went to retrieve the room on 7/30/14 she was stopped. A lady at the front desk that managed the hotel told her that she had arbitrarily and at her discretion counseled my room. She said it was not Howard Johnson's policy but her own because I complained of unsanitary conditions on my first visit. During this time I was temporarily homeless and desperate for paid accommodation and shelter plus the Comic Con convention was in town an event that brings higher hotel rates and many rented rooms. I am a disabled senior and It was like looking for a needle in a hay stack to even find an available room at that time so this incident did cause me intentional pain and suffering along with my name being placed on a black list.Desired Settlement: I would like Wyndham Hotels to investigate and decide how they should handle this matter to make me whole again and I think this customer service clerk should not be allowed to continue representing their company

Business

Response:

October 8, 2014

To: Revdex.com

c/o [redacted]

From: Us

Subj: ID# [redacted]

Dear Ma'am,

First let us show that the true dates that the grandmother stayed here were none, her daughter who was listed on the folio the first two nights, on the other hand, did stay with her (3) children at the hotel on three different days and folio's which I will attach. The first day they came here was July 8, 2014 for one day. They were on a reservation from hotels.com. To depart on July 9, at 11:00 am. They finally came to the front desk to get their keys updated after noon time frame because they had made a new reservation online. Then on the morning of the 10th when we tried to understand if they were going to check out or not no one responded until 11:00pm when we went into the room to remove their belongings. It was now time for them to check out but the mother left and would not come back until around 2:00 pm. She left her three minor children alone, and they did not know how to contact her, supposedly. Then at around 2:00, the mother asked if we could wait for the grandmother to come and pay for their room another night. She showed up dressed very nicely in her Mercedes, I believe, at around 2:30 and made payment, visited with kids and left. Notice on the Folio's only 1 adult is listed and usually either 1 or 0 children. Even though she really had three minor children in the room.

Interesting to us was the mother claimed to be a lawyer, we did not have any way of substantiating this claim.

The mother had made complaint of the toilet the not flushing well, this is the evening of 7/9/14. We told her that we had no one on staff at the moment to remedy the problem. We made an appointment for maintenance to come at 9:00 am on the 10th. Maintenance came but she told him to come back at 10:00, when he came back she said come back at 11:00, so he did. When he got there a plunger would not open the clog, he brought in a rotary machine and handled the problem promptly. We gave good and timely customer service under the direction of the Manager.

On the Tenth, the manager left strict orders to Do Not Rent, based on them always paying late in the day and we needed payment by 11:00 or they need to check out based on normal hotel policy. Plus she did not like the fact that the mother was leaving minor children in our hotel alone, it represented a potential hazard and perhaps a liability. We did not want to assume this sort of a responsibility. The grandmother did not like hearing that we were not renting to her again. She may have thought it discriminatory but the fact that we rented to them the previous nights clears us of that. The manager was simply acting very prudently in the face of a potentially dangerous situation. The fact that she has already made and official complaint to the Wyndham Customer Care and we were completely vindicated by them has frustrated this lady and now she attempts to make problems for us in the Revdex.com.

Something you can't see in the print out of the folio's is the contact number for the reservation. On the 8th of July the phone number given was the mother's with no address given. On the 9th of July again no address is given but the phone number changes to the grandmothers which correlates the 10th's phone number for the grandmother Which shows their connection. The grandmother left her address on file and we would like for her to prove that her home was not available at the time in question. When they attempted to make reservations on 7/30/14, our manager, exercised her right and authority to refuse service to them based on past performance in our hotel. Comicon was over on the 07/27/14, she tried to check-in on 07/30/14.

She was never told that she could not rent because she had complained, there were much bigger issues that she has refused to understand, even to this day.

It is our hope that we have adequately shown a different picture, one that helps to shed light on why we did what we did. We still feel we have not only acted appropriately, but also very professionally.

Thank you for your consideration,

Customer Service Manager