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Inn On The Park

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Inn On The Park Reviews (3)

Review: Stayed at hotel on Sept 30th thru Oct 2nd ( confirmation # [redacted]). 2 problems 1. Presciption drugs were taken when room was cleaned 2. Had asked the day before what I needed to do to get suttle ride to World Dairy Expo. Told suttles run every 1/2 hour 24 hours a day and just show up. Told I would be leaving very early ( 4am). Showed up for shuttle next morney and told I needed to have made reservation and there was no one to take me to World Dairy Expo. until 7am. Told I neede to arrive by 5am because I was showing animals. Told me too bad and they could call me a cab at my expense. Stayed at this hotel just because of shuttle. Called assistant manager on oct 2nd and told him above and he told me he would look into and call me back that day. Never heard back. Filled out servey online and on Oct 4th [redacted] ( Director of Marketing for hotel) wrote me that she would look into problems and get back to me. Still have not heard anything. Sent 2 follow up emails to her without response.Desired Settlement: Refund cost to replace prescriptions ($45 and Cab to world dairy $20)

Business

Response:

I’m writing to let you know we have responded to our customer (see text of e-mail below) as outlined in your letter.

[redacted],

I am writing on behalf of Inn on the Park Assistant Manager [redacted] to apologize for the difficulties you experienced during your visit with us during World Dairy Expo and for our lack of follow through when you made us aware of them. I do have a suitable excuse to offer you but I do have a sincere apology. Things were not handled as they should have been here, and for that we most sincerely apologize.

Today I posted an adjustment to your account that will credit your MasterCard account ending in 4587 in the amount of $100. This is intended to reimburse you for the cab ride, the prescription pills, and the difficulty you encountered in getting the problem resolved. Please accept my most sincere apology and know that we will re-visit our procedures to deal with similar issues in the future.

Sincerely,

Director of Marketing

Inn on the Park

Review: On 4/7/14 I made a reservation, I was told that the reservation if needed to be cancled can be done prior to 4p.m. the day off. I cancled the reservation they are charging me for one night. The agent on the phone specifically told me the day off not prior. The fee of one night charge should not be done based on what the agent told me.Desired Settlement: Credit back the fee of one night $125.10 plus tax

Business

Response:

Hello,

Review: I booked a room and paid via Priceline.com trip # [redacted]82 for a one night stay on August 7, 2014 with checkout on August 8, 2014. The room amount was for $129.23 paid in full on my Visa Credit Card account ending in 3482. My daughter [redacted] and I checked in on August 7, 2014 @ 5PM and showered and went to dinner @ 6PM. We returned @ 11PM and promptly went to bed. We checked out of the property @ 7AM the next morning.

On Tuesday, August 19, 2014 I reviewed my Visa Credit Card Account ending in 3482 and recognized an additional charge posted to my account on August 9, 2014 from Best Western Inn on the Park for $200. I promptly called the hotel the same day and asked to speak to reservations thinking this was an oversight and that I was charged again for the one night stay. I was informed by Leslie - the reservations clerk that the $200 charge was "a fine for smoking while in my room as this was clearly against the hotel policy". I shared with Leslie that neither I nor my daughter [redacted] smoked and never have in our lifetime. I asked Leslie to speak to the Property Manager on staff and it was communicated to me that [redacted] had left the property and was not available. I left my phone number with the reservations clerk and asked that [redacted] return my call to address and discuss this matter. I did not receive a call back from [redacted] the Property Manager on Staff on August 19.

The next day I called and asked for [redacted] and the phone call was disconnected. Promptly after we were disconnected I received a call from [redacted] and she shared that the $200 fine was for smoking in the room during our stay and that other Guests on the floor had complained. She also stated that her staff found evidence that there was smoking in the room - literally accusing me and my daughter and that the evidence may be marijuana. Again I shared with her that we - my daughter and I did not smoke in the room and that we have never smoked in our lifetime. She stated that she would mail the evidence to me and communicated their room policy on the back of the room door. So at this point I suggested that someone on her staff may have smoked in our room after we checked out however we did not.

I am very upset and what disturbs me most is the lack of communication from the property (none regarding this issue until I called them) and the false accusations. Both my daughter and I are health conscious and physically train year round so this is a slap in the face. I hope we can reach a resolution soon.Desired Settlement: $200 Visa Credit Card Credit posted to my account ending in 3482.

Business

Response:

We have investigated this situation and we believe our staff was not smoking in Mr. [redacted]'s room. We have, however, refunded the $200 charge on Mr. [redacted]'s credit card based his assertion that he and his daughter did not smoke in the room. That refund was processed this morning and will appear on the credit card record based on Mr. [redacted]'s bank processing time (usually by the end of the day). If the refund does not appear after a day or two Mr. [redacted] can contact me directly and I can assist. Thank you for the opportunity to address the matter with our guest.

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Description: Hotels

Address: 22 S Carroll St, Madison, Wisconsin, United States, 53703

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