Intown Suites

The General Manager Jay called from the business. He stated that a credit was issued and received for 1 day due to the water being down for 18 to 20 hours. Jay stated that the [redacted] came out and cleared everything once the repairs were made.

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 200 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 week. On 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 Bugs. Jordan 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 room. As 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 situation. The next morning, the GM went to the room accompanied by PMT and Courtesy Officer to do a thorough check of the room. Evidence 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 normal check out time and giving her approximately 3.5 hours to vacate to receive a refund of her deposit. Guest received refund our her weekly rate immediately and returned to her room to begin moving. GM checked progress at 4pm due to guest still not having vacated room and stated to her that due to the time her $50 deposit was no longer refundable. Subsequently, Ms. [redacted] became irate and began filming our GM who in turn walked away. Ms. [redacted] then proceeded to come to our office at approximately 6pm with her two sons demanding her $50 deposit. Our 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 police. As a result, Ms. [redacted] left the front office and began making a disturbance outside before finally vacating the property. Please note that Ms. [redacted]'s room had no sign of bed bugs prior to her arrival or for the approximate 200 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 $50 deposit, but we are not responsible for any further compensation.   Best,Jeremy Cloud

It is unfortunate to hear that your stay at our property has not been to your satisfaction. I 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 expectations. We 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 belongings. In 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 caused. We will also refund you security deposit provided that there is no damage to the room upon your checkout.

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,

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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.

We are in receipt of the referenced complaint, and are prepared to resolve.  We apologized that communication with Mr. [redacted] was not so as to resolve this issue. We...

have attempted to contact Mr. [redacted] at the phone number on file. The phone number is now disconnected. We wish to resolve this issue with our apologies, as our systems can be modified to issue a check for his deposit amount. We would like to verify the correct mailing address, and we will send a check for the full amount of the deposit immediately.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,