Intown Suites

To whom it may concern,After speaking with our GM and Market Manager responsible for this location, I can offer the following response:Ms [redacted] was a guest with us for over days During this time, Ms [redacted] worked the 3rd shift at her job and was usually asleep during the day As a result, InTown Suites found it very challenging to get the Ms [redacted] to cooperate with allowing housekeeping to enter her room on a weekly basis to perform proper housekeeping without an extra push from management The guest made several complaints to management about being bothered during the day and has to be repeatedly told that the housekeeping and safety and bed bug checks must be done every weekOn Thursday, November 3rd after close of business and the departure of the GM, Ms [redacted] called the courtesy officer Jordon Todaro to her room to inspect for suspected Bed BugsJordan arrived with a flash light as per policy to ensure that room was searched thoroughly and did not at any time have a spray bottle in the guests room Jordan did find bed bugs in the roomAs per company policy to prevent the spread of bed bugs throughout the hotel jeopardizing the health and safety of other guests and our employees, we were unable to move her to another room and she was advised that the GM and PMT would be there in the morning to address the situationThe next morning, the GM went to the room accompanied by PMT and Courtesy Officer to do a thorough check of the roomEvidence of bed bugs were present, so the GM advised Ms [redacted] that she would get a full refund of the week paid and gave the guest until 2pm, which is one hour after check out time and giving her approximately hours to vacate to receive a refund of her depositGuest received refund our her weekly rate immediately and returned to her room to begin movingGM checked progress at 4pm due to guest still not having vacated room and stated to her that due to the time her $deposit was no longer refundableSubsequently, Ms [redacted] became irate and began filming our GM who in turn walked awayMs [redacted] then proceeded to come to our office at approximately 6pm with her two sons demanding her $depositOur GM again explained our late check out policy to Ms [redacted] Our GM then politely requested that they leave property and Ms [redacted] began yelling at our GM and told him that he is now “live on facebook” Our GM again asked Ms[redacted] to vacate the property and he was then threatened by her two sons, one of whom was holding a stick and threatened to hit our GM at which point our GM stated he was going to call the policeAs a result, Ms [redacted] left the front office and began making a disturbance outside before finally vacating the propertyPlease note that Ms [redacted] 's room had no sign of bed bugs prior to her arrival or for the approximate days she stayed with us preceding this incident InTown Suites is not placing any blame on Ms [redacted] nor are we seeking any sort of restitution from her related to our expenses in treating her room On the contrary, we did issue Ms [redacted] a full refund for her paid weekly stay and simply asked her to vacate her room in a timely fashion so we could properly treat same which she not only failed to do, but also compounded the situation with her actions afterwards As a standard company practice to maintain a safe environment for all our guests and employees, when we find bed bugs in a guest room, we ask that the guest vacate the room and hotel for a week so we can treat same and then they are welcome to return However, given Ms [redacted] was a guest with us for an extending period of time and in an act of good faith, we will return her $deposit, but we are not responsible for any further compensation Best,Jeremy Cloud

I stayed at this location for several months untill last Wednesday my direct deposit did not come on time so I had left the property with my things inside because I knew my direct deposit would be in my account the next day We attempted to pay so that we can access our room and the manager Anna or Hannah (unsure of her name) refused to give us back our room because the fat black housekeeper lied and said we left our room dirtyI disputed that claim and said the housekeeper never cleans our room and we had to buy our own cleaning supplies The manager then stated that multiple employees have walked through our room and said the same thing so she said we were banned from all of their locations In reality it was all a lie and the fat housekeeper never worked , she never took out the trash or ANYTHING I asked the manager why didn't she come to us to let us know about this issue and she never respondedShe just rudely stated that SHE just made the choice not to rent to us a

I am rejecting this response because I attempted to reach someone in management about this issue from the beginningNobody ever responded, and I was very clear and polite, even though the manager, Ms [redacted] had acted extremely unprofessional, cursing at me the first time I reported this problemI advised Mr T [redacted] in my letter and email both that we had taken pictures of these insects, he didnt respond and nobody asked to see themThese pictures are dated and time stamped on the phone, and one of them was at 2:a.mwhile I had been awokenI find it odd that they have made ME leave, and are now acting like they want to be cooperative? This place charges a deposit, and weeks of taxes on your roomSince I had to vacate, even if I went to another location, I have to start that all over againAnd, I had to dispose of all of my food previously boughtAs well, I am now sleeping in my car since this happened so abruptlyI am not going to be satisfied with anything they say NOW, that it is over....dont you find it odd they are now responding, since I have left? Oh, and btw.....they mistakenly left a clipboard in my room after one of their "inspections"....and while Ms [redacted] tried to act as if they have no insect problem at all, on this clipboard was a list of rooms that were being treated by Orkin....needless to say I kept the list while returning the clipboard...for proof!!

We are in receipt of the referenced complaint, and have thoroughly investigated the facts surrounding itUpon our investigation we found video footage of Housekeeping going to and from this guest's room each day of his stay(Typically Housekeeping is once a week.) We made every attempt to accommodate all issues as he presented them to us dailyAs it is known we are a weekly stay and Mr [redacted] to his own account, stayed four daysWe do not feel a refund is warranted in this case, and consider this matter closed

The General Manager Jay called from the businessHe stated that a credit was issued and received for day due to the water being down for to hoursJay stated that the [redacted] came out and cleared everything once the repairs were made

Please see attached is the response to complaint number [redacted] received on [redacted] Please let me know if anything else is needed in this matter Thank you, [redacted] [redacted]

It is unfortunate to hear that your stay at our property has not been to your satisfactionI assure you we take all complaints of bed bugs extremely seriously evidenced by us having the trained professionals at Orkin Pest Control come out to inspect your room on two separate occasions (see attached invoices denoting no bed bug or other insect activity was found)You have made it abundantly clear that our property is not up to your standards, therefore, we believe it is best that we part ways so that you may find another property that meets your expectationsWe understand that you are at work today, therefore, we have offered for you to stay until Saturday afternoon free of charge so that you have ample time to collect your belongingsIn addition, we have refunded the full amount of this past week’s stay to the credit card on file to offset any inconvenience this matter has causedWe will also refund you security deposit provided that there is no damage to the room upon your checkout

While we did encounter some issues with our Wifi in early July which required extensive trouble-shooting with our internet provider, we are happy to report that all such issues have now been resolved and the Wifi is fully functional at this property We very much appreciate guest feedback and make every effort to timely address issues as they arise

I have a pending charge on my credit card for that I didn't authorized I've been trying to get a hold of corporate office for weeks and still no response the general manager at tow property said she has nothing to do with it

Patrick and his team do a wonderful job on our yard for six months every year
I would recommend anyone looking for maintenance while they are out of
Town or for monthly service all yearThey are very professional and always
Are on time
Dave B***
Marana AZ

We are in receipt of the referenced complaintThough we could not clearly verify all of *** ***'s claims, in the spirit of great customer service we have issued a refund in the amount o $250.58. It is our belief that this will resolve this matter, and
we would hope to earn *** ***'s business in the future

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meThe business resolved the problem.
Regards,
*** ***

Initial Business Response /* (1000, 8, 2015/06/01) */
Thank you for bringing this guest concern to my attentionI, *** *** General Manager of the Intown Suites Denver East property have taken time to review this complaint, along with Mr***'s *** *** publication that is
currently publicly available on1ine @ *** It is unfortunate that there seem to be many differences between the two recorded recollections of the incidents that have taken place that bring us here today, so I appreciate the opportunity to ensure my side of the story is heard
On March 17th, Mr*** *** arrived at our property to chehis associate, Mr*** *** for a week to week stay in one of our StudiosAs per our routine policy, Mr*** and Mr*** were allowed to tour our facilities and their room prior to being checkand paying for their first seven nights
Mr*** and Mr*** selected one of our Studio Units that features an efficiency-style layout with Full-Sized bed and KitchenetteUpon review and agreement to the accommodations provided, Mr*** and Mr*** completed and agreed to all of our chedocumentation (including our "terms and conditions" known as our Guest Agreement) and paid for the first week in full
During the first week, Mr*** expressed to the Front Desk that he was not pleased with his room, and asked to be re-assigned to a different roomWe were more than happy to assist, and Mr*** decided on a King SuiteThis room provided more space as the floor plan is larger, and this room in particular was not as "worn" as some of our rooms can be, considering the age of the propertyCompany Policy states we are to charge a $cleaning fee when we move a guest's room, but in this case (and many other cases) we waived the fee for Mr*** and did not charge him for the larger room until he renewed for his second week saving him roughly $in fees
The first conflict involving Mr*** and Mr*** took place some time after this room move, though I do not have record of the specific date
As per routine, I arrived to my property prior to opening the Front Desk to walk the property, inspect vacant rooms, and prepare rooms to show for that dayUpon passing *** *** room (at that time he was in unit #309) I was surprised to hear a dog barking loudly and aggressively from within the roomI knocked on the door and loudly identified myself several times, all whilst the dog on the other side threateningly carried on, at a volume sure to disturb other guestsAfter three to fours attempts to identify whether or not a guest was occupying the room, and no one answering my salutations, I moved onAlthough I have the capacity to enter any of our units at any time I did not open the door due to the defensive and aggressive nature of the dogIt was very clear to me that he was very close to the front door and was not happyTo be clear, as our Guest Agreement states: Pets of any kind are prohibited on premises with the exception of Assistance AnimalsOur policy regarding Service/Companion animals clearly states that ALL SERVICE ANIMALS ARE TO BE SUPERVISED AND ARE NEVER TO BE LEFT UNATTENDED
When I arrived to my office I immediately called Mr*** and left him a voicemail notifying him of his poliocy infraction, and asking him to call me back as soon as possibleOnce Mr*** called me back, he told me he was watching the dog for a friendNote: Our policy states when a guest is in violation of our property rules, I as General Manager have the capacity to terminate the guest's stay immediatelyIt is also very clear in our policy that if such an event should arise, we are IN NO WAY OBLIGATED refund any pre-paid room charges, and the guest may forfeit the $security deposit to pay for additional services required to bring the room to a "rentable condition"Since I generally try to give guests a second chance I provided Mr*** with a simple ultimatum: By end of business today, either the dog is gone or you are gone
Shortly thereafter Mr*** returned to the property and met me at the Front DeskHe mentioned that he did not appreciate my tone when I talked with him over the phoneI then reciprocated by listing actions taken on his behalf that had justified my actions:
- Pets are not allowed on Premises
- Pets are not allowed on Premises
- Assistance Animals are allowed, but the guest must inform Management, and they are NEVER to be unattended
- This dog was barking very loudly and defensivelyThe only provocation he received to cause him to act this way was me, simply passing the room in the hallway
-The dog was an obvious disturbance to other guests in the areaI did not appreciate this as every guest is entitled to a peaceful stay
- We had moved Mr*** into a nicer room, and waived his feesWe did not charge him AS A FAVOR TO HIM! This room was now occupied by an unattended dog
- I have the safety of my Maintenance, Housekeeping and Front Desk staff to considerThe day this altercation occurred was the same day a member of my Housekeeping staff was scheduled to clean that roomThey easily could have walked into a dangerous situation with absolutely no warning
- Pets are not allowed on Premises
Mr*** left my office, and returned a short time later accompanied by Mr*** to renew his stayAt this point he apologized, and re-iterated that he was merely watching the dog for a friend and that he would be gone todayMr*** also mentioned that the dog belonged to a friend of Mr*** I finalized their transaction for the following week, and we went our separate ways
Forward to April 28th, On this day, much like the last time and to my disbelief, I was once again preparing the property for a new day, and was greeted by a dog aggressively barking as I passed room Minutes before close of business I filled out a memorandum informing Mr*** that we had once again discovered an unattended animal in his room, and as a result he was to vacate the room by noon the next day (April 29th)Since Mr*** was not in the room and it was time for us to close for the evening, the note was enclosed in an envelope, and attached to the front door of the room
The following day Mr*** confronted me at the Front Desk regarding my decision from the previous dayHe voiced his opinion and stated that I was being unreasonableHe stated that the dog was a Companion/Service animal in training, which contradicted what they had said during the previous incident, that the dog belonged to a friendI let him know I knew that I was being lied toAt this point I let Mr*** know we were going to retain his deposit to pay for the extra cleaning the room now needed because of Mr*** four-legged guestWhen we closed out Mr*** and Mr*** folio, he had a positive balance of plus his $depositPER THE SIGNED RECEIPT on file (an exact duplicate of the receipt Mr*** received upon leaving the property), We retained $as a cleaning charge, and the guest was refunded a total of $Once more I would like to stress that at that point, according to the contract that was signed at the beginning of the stay, we were not obligated to return a dimeI never saw Mr*** that dayAttached, you will find a photo of the signed Guest Registration Form, a photo of the final guest folio printout, and a photograph of the "No Pets" sign that is found in the main entryway
In addition, I would like to also take a moment to address the *** post that Mr*** has had posted publicly online as it serves as another accurate example of Mr***'s moral character, consisting mostly of empty threats, mis-information and public personal defamation of characterAll of the images used on Mr*** post are stock images, commonly found on *** *** *** Attached, you will find screenshots of the images in question (with the exception of the photo of "*** *** he is using to skew the facts in an attempt to convince others that I am a "HARDENED THUG"I don't really know what to say about that one....as this is a picture of a complete stranger, with a shaved head, and a tattooed chest, both of which are not character traits I share with my "convict thug doppelganger"), along with the REVERSE-image search results obtained by utilizing *** *** *** *** He claims I have a "spotty past" consisting of "embezzlement issues and police involvement." UNTRUEHe also makes many claims about the condition of the property that are either untrue, or extreme embellishments of other comments posted in the past
Thank you for taking the time to seek out both sides of the argumentPlease review all supporting documentation to bawhat I've written
Initial Consumer Rebuttal /* (3000, 10, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Refund was never received per claim and promiseHad I received the refund as promised, I would have left this aloneManager is once again calling me a liarHe was yelling this at meThe dog in question is a service animalI told him I had e-mails, texts, and documentation on this which he refused to look atThis whole thing is an insultManager has lied about my refund and ignoring property conditions my client brought up to himI know the truth and so does manager and InTown Suites

We rented a room at InTown Suites for the week, 10/22/through 10/29/and paid in full up frontOn Thursday the 27th the water cut off at 1:PM while I was in the showerI called the front desk & asked what was going on & was informed it would be hours before it was cut back onI asked why we were not notified in advance of the situation so that we could be prepared, I was given no excuseI asked if they could cut it back on for a few minutes to allow me to rinse off so that I wouldn't be late for work & she told me she would check however minutes later when I called her back she said without apology that it would be hoursShe did tell me I could come get some bottles of water to rinse off with which I didI went to work & my friend stayed in the room, the water was never cut back on & he went down to the office every hour only to discover it locked & the "receptionist" (***) had left for the day at 5:PMThe next morning we still did

I stayed at this location for several months untill last Wednesday my direct deposit did not come on time so I had left the property with my things inside because I knew my direct deposit would be in my account the next day
We attempted to pay so that we can access our room and the manager Anna or Hannah (unsure of her name) refused to give us back our room because the fat black housekeeper lied and said we left our room dirtyI disputed that claim and said the housekeeper never cleans our room and we had to buy our own cleaning supplies
The manager then stated that multiple employees have walked through our room and said the same thing so she said we were banned from all of their locations
In reality it was all a lie and the fat housekeeper never worked , she never took out the trash or ANYTHING
I asked the manager why didn't she come to us to let us know about this issue and she never respondedShe just rudely stated that SHE just made the choice not to rent to us a

*** ***’ claims to the Revdex.com are not completely trueMs *** only began to complain once her funds began to run outI spoke with Ms *** one day and asked her if everything was ok and inquired why she was exhibiting hostile behavior to the staff, when she replied that it wasn’t us that she
was upset with; but that her money was running out and that she was stressed A few days later she began complaining about her toilet being stopped upIt is routine that maint is notified and was true in this case as wellMaint did everything possible to fix her toilet on more occasions than I could possibly rememberIt was found that she was using massive amounts of toilet paperWe asked her to please be mindful of how much tissue she used Her complaints about her toilet continued and we continued to pull massive amounts of tissue from her toiletEvery time she complained about her toilet we responded…sometimes more than times a dayLike I mentioned, the closer it got to her renewal date (day to pay) the more frequent she complained A little over a week prior to her departure, she was in the office trying to pay for another week when she found she didn’t have enough moneyShe became very upset and somewhat argumentative that we were taking all of her money and she would have no money to eat withAs bad as I may have felt, this is a business and we have set rates not negotiable ratesShe continued to make a scene and talk and bring up her son’s suicide in an office that had several customers in itI let her go on the remainder of what she owed until she could get her finances in order, however a few minutes later one of the customers that was witness to her “scene” in the office, came back downstairs and paid the remaining balance for herShe was notified that she no longer had a balance and that someone took care of the balance for herShe was instantly happy and everything seemed to be fine until she again began to approach her time to pay again The final straw was the day she came in to complain again and with worse behavior than beforeShe entered the office screaming and yelling wanting to know why her toilet had not been fixedI explained to her that we had fixed her toilet many times but too much paper was still being usedShe began ranting and raving and creating a huge sceneI told maint to drop what he was doing and please look at her toilet againHe went to her room and still found giant amounts of tissueShe followed him to her room and was screaming and yelling at him and he showed her the toilet tissue that he was removing from her toiletShe then began screaming about her personal problems, etcmaking him feel very uncomfortableHer toilet was fixed once againOnce this maint reported to me what happened inside the room I told Ms *** that she needed to find alternate accommodations because due to her behavior she would not be allowed to stay at our facility any longerShe began screaming that she had nowhere else to go and I respond by saying that I would allow her to stay until her rent was up but at that time she would need to go to another hotelShe agreed Ms *** was asked to leave the hotel because she was out of control with her behavior Thank you, *** *** General Manager

We are in receipt of the referenced complaint, and have thoroughly investigated the facts surrounding it. Upon our investigation we found video footage of Housekeeping going to and from this guest's room each day of his stay. (Typically Housekeeping is once a week.)  We made...

every attempt to accommodate all issues as he presented them to us daily. As it is known we are a weekly stay and Mr. [redacted] to his own account, stayed four days. We do not feel a refund is warranted in this case, and consider this matter closed.

I am rejecting this response because I attempted to reach someone in management about this issue from the beginning. Nobody ever responded, and I was very clear and polite, even though the manager, Ms [redacted] had acted extremely unprofessional, cursing at me the first time I reported this problem. I advised Mr T[redacted] in my letter and email both that we had taken pictures of these insects, he didnt respond and nobody asked to see them. These pictures are dated and time stamped on the phone, and one of them was at 2:58 a.m. while I had been awoken. I find it odd that they have made ME leave, and are now acting like they want to be cooperative? This place charges a deposit, and 4 weeks of taxes on your room. Since I had to vacate, even if I went to another location, I have to start that all over again. And, I had to dispose of all of my food previously bought. As well, I am now sleeping in my car since this happened so abruptly. I am not going to be satisfied with anything they say NOW, that it is over....dont you find it odd they are now responding, since I have left? Oh, and btw.....they mistakenly left a clipboard in my room after one of their "inspections"....and while Ms [redacted] tried to act as if they have no insect problem at all, on this clipboard was a list of rooms that were being treated by Orkin....needless to say I kept the list while returning the clipboard...for proof!!

I am rejecting this response because:First thing you said you review video of room and you saw the room was cleaning you have to focus on the date because after let the room on 10/05/2015 after this date they clean it because  the property manager (Heather )warning me if I come and say I want clean the room she will fired me and the problem three times I come  from the first day tell the last day although  no body come just promises, second thing when somebody come to hotel what the clean of bed and room and now I attached to you some picture I toke it after manager told  me  I will fired you if you complain again and I have video if you need it the cleaning its is very necessary first thing should be in lodging especially when there kids and if you check me you will see .