Kirkley Hotel

Review: We stayed at the Kirkley Hotel in Lynchburg in order to be close the the testing location for the GRE. We called ahead of time to ask about printing capabilities in their "Business Center" and what time breakfast opened, because both services were very important to us and the reason why we chose to stay at this hotel rather than other hotels in the area. We wanted to be able to eat a nice quick breakfast before taking the exam and to be able to print the entrance forms for the exam. When we arrived at the hotel we asked where the "Business Center" was, we were told there was no Business Center, but there was a laptop and printer we could use in the lobby. We felt tricked but didn't complain because all we needed was a working printer. We then went up to our room to find that the maids had not cleaned very well, trash from a previous guest was still in the trash bin, despite the fact that the rooms are supposed to be cleaned between guests. It made us very uncomfortable and wonder whether the towels and sheets were actually clean, etc. Again we didn't complain and hoped for the best. On the day of the exam we came down to the lobby to have breakfast at 6:30 am (the time the staff told us it would open, which was important given the fact that the test started at 8 am and we needed to account for travel time). We asked the staff where the breakfast was served and were told that there was no continental breakfast served on the weekend. We were infuriated and stressed out. We had to scramble - collect all our belongings and rush to the testing center, find a place to eat nearby in a town that we had never been to and knew nothing about. This was the exact situation we wanted to avoid happening - the precise reason why we called and asked the staff these particular questions to verify the information we read on the website and to ensure that we had a good stay. We were responsible consumers and despite our efforts, we were tricked into staying at a hotel that did not provide the services we needed and caused as unnecessary stress and expense. When we complained, no remedy was offered. We have played phone tag with the manager for weeks after our stay and finally spoke with him - he refused to refund or discount our stay.Desired Settlement: We would like to be refunded in full for our inconvenience and lack of services rendered.

Business

Response:

Dear Sir/Madam, After this guest called initially, I called her three times before she responded. After the first two calls I received an error message saying 'the subscriber you have dialed is presently not accepting calls.' The third call was made to the person who was registered to the room ([redacted]). When I did finally speak to this guest I apologized for the problems she experienced and the confusion regarding breakfast. We do have breakfast served on the weekend and it starts at 7am. I offered this guest a gift certificate for a future stay which she declined. I told her on the telephone that I would mail the gift certificate anyway (I have already mailed it) and hoped that she would change her mind and choose to return. Let me know if you have further questions. Sincerely,

Consumer

Response:

I have reviewed the response offer 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. I have reviewed the response offer 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. The accusation by Mr. [redacted] that I did not respond to his first three phone calls is utterly false. When I left the hotel after my stay I was promised by the staff that he would call me "first thing on Monday morning" and that my complaint was very important to him. Of course I never received such a call. I had to call his direct line and the hotel multiple times and leave messages complaining that it was poor customer service to not follow up with guests and imploring him to return my calls. He did eventually call me back and left me a message - I missed the call because I was in class. I am a student at the [redacted], not businesswoman who has access to my phone at all times during business hours. Also the implication that my subscription was not accepting calls is baseless. I have had the same cell phone number and cell phone account with AT&T for over a decade without interruption. Regardless of these accusations that are beyond the scope of my claim, I did my best to return his calls promptly and it took a few weeks before I was finally able to track Mr. [redacted] down and get him to talk to me on the phone. Once Mr. [redacted] and I finally spoke I explained my complaint in detail and the only remedy he offered me was a certificate for a future stay at the hotel. I explained to him that [redacted] and I have no desire to return to Lynchburg, VA to stay in his hotel. I further explained that in order to enjoy his offered remedy I would be required to expend additional funds in gas and food in order to get to Lynchburg, VA from Charlottesville, VA. I told him I did not think this was a meaningful remedy and that we had no intention of ever returning to Lynchburg, VA - we were only stayed at the hotel for that one night to create a less stressful experience for [redacted] before he took the GRE at the local testing center. Mr. [redacted] said that he would not offer me any other remedy and that he would send the certificate anyway, which he did. I asked to speak to another manager or superior person, Mr. [redacted] responded that he was the most senior person for me to talk to, that the owner of the hotel entrusted these decisions to him and that the owner has never reimbursed someone for their stay at the hotel. I told Mr. [redacted] that I thought that was unreasonable and bad customer service and that I would file a complaint with the Revdex.com. In sum, the certificate that Mr. [redacted] has sent us is valueless. [redacted] and I do not have any intention of returning to Lynchburg, VA. [redacted] and I live in Charlottesville, where I attend the [redacted] and he attends [redacted] Community College and works at [redacted]. We do not have the time or the budget to drive to Lynchburg, VA in order to stay at the hotel. The entire purpose of our stay at the hotel was to be able to wake up in Lynchburg, VA and drive quickly to the testing center so that [redacted] could be rested and not stressed out before taking the GRE (a required exam for his [redacted] graduate school applications). Instead of having a peaceful stay at the hotel, we were stressed out and had to scramble to make sure that [redacted] could print his exam ticket, eat breakfast and get to the testing center on time. In hindsight, it would have been better to just drive from Charlottesville. We believe we were responsible consumers in that we called ahead of time to double check that the policies regarding printing and breakfast were as we had understood them when we made the original booking - that means we were told the incorrect information not once, but twice by the staff at the hotel(once when we made the booking and then again when I called ahead on Friday afternoon before we checked in later that night). We relied on the information the staff gave us and as a result we suffered the consequences. We understand that staff members miscommunicate information to customers - that is why we double checked that the information was correct and that there was no misunderstanding, because the truth of the statements was that important to us. The staff members are agents of the hotel and their wrongdoing is an agency cost of doing business. The business of the hotel should take responsibility for the harm caused by their staff, as their agents. We as consumer should be allowed to rely on the information of the hotel staff and to not be mistreated without recourse. We are asking for a reimbursement of our one night stay - this is a VERY reasonable request considering the above facts. Thank you for helping us process our claim, we hope that the hotel will be more responsive as a result of your support. Please let me know if you need anything further from me.Regards,[redacted]

Business

Response:

I am truly sorry that this guest thinks we don't care. We do. That said, we are not going to offer a full refund. Our offer of a gift certificate for a future stay stands. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.Regards,[redacted]

Review: I went online to make reservations and went thru the whole process but when it came to confirming the reservations I backed out because it was more than I could afford. There was no confirmation emailed to me and I booked a room elsewhere. Imagine my surprise when I got home and looked at my bank statement and found that I had been charged $99.38 by the hotel. I called and was told that was for not showing up for my reservations and I was charged for one nights stay. I told them I never confirmed nor did I receive an email confirming. I was told that if reservations are made online they do not send a confirmation email. I was told they could give me a gift certificate for a stay with them but they would not refund my money. They said I could try to dispute it with my bank. I could not believe their lack of customer service and the fact they charged me almost $100 without my consent and refuse to refund me. It's a horrible way to do business and even if I needed a hotel in VA it wouldn't be this one.Desired Settlement: I am now short on my budget because of this unauthorized charge and need to have my money refunded immediately.

Business

Response:

I have left a message for Ms. [redacted] and hope to resolve this situation. We believe that Ms. [redacted] did receive a confirmation. This guest made her reservation through our hotel website and all confirmations are automated. The company that manages our property management system has confirmed with me that an email confirmation was sent. I hope to hear from Ms. [redacted] soon. Sincerely, Bert le Roux

Consumer

Response:

I have reviewed the response offer 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.I returned Mr. le Roux's phone call this morning and had to leave a voicemail. He stated in his response to you that I did receive an email confirmation. When I discovered the charge on my credit card, I phoned the hotel. I asked if they could give me the date I made the reservations (they could not); and I informed them I don't have a record of an email confirmation. I was told by the person who answered the phone AND by the manager on duty that - if you book online - NO email confirmation is sent. In my voicemail I asked Mr. le Roux to email me the dates and I will again go thru my emails again but I have done this on multiple occasions because if I made a mistake - I'm willing to accept it. But I would like to think that the hotel would do the honest thing as well. I don't understand how all of a sudden I did receive an email confirmation when two of his staff members told me they do not send them out for online reservations. I just need my $99.38 back. Regards,[redacted]

Business

Response:

I have reached out to this guest in an effort to resolve the matter. The guest mentions in her original email that she made a reservation elsewhere. I have asked the guest to forward her other hotel confirmation to me at which time I will happily refund her no show charge for our hotel. I look forward to resolving this matter. Sincerely, Bert le Roux General Manager