Knights Inn

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 Knights Inn property in [redacted].     We apologize that the property did not meet the...

guest's expectations of our brand's high standard of guest service.  It look like the property did refund Expedia for your stay. Therefore you will need to call Expedia for your refund. There should be no problem receiving a refund. If there is please don't hesitate to call the property at ###-###-####.   If you need any more information on this matter, please contact me directly at [redacted] Thank you!

Initial Business Response /* (1000, 8, 2016/08/01) */
Dear [redacted]
Here is the fact with pics
Hotel official check in time is 3:00pm but I still gave her room key at 2:05pm, they remain in their vehicle for 30 minutes for unknown reason. There was no information regarding crib in her reservation...

and I offered her to come behind the counter and see for herself, she said its ok.
arranged her crib within 30 minutes and inform her that without prior information it is really difficult to arrange every things (that is what she called ATTITUDE) I have never tell her that she has to pay for crib.
I saw an ambulance late night but As flee never share any information with us, even when she and her boyfriend came for breakfast for 30 minutes and left both kids in room alone and unattended,
she did not tell me anything when we reminded her that checkout time was 11:00am and she have already past 15 minutes after the time, at 11:30 we found they were gone quietly and all bed sheets comforter, towels was complete mess, kids poop and pee everywhere and juice spread all over the bed (please see 16 picture of the room) Therefore we only charged her $75 as FINE, otherwise this amount does not cover even a half of the cost of the destruction. So surprised to see instead of apologizing she is complaining, she should know we have all the records to show her, even the video showing that she left 2 toddlers in the room locked and unattended for breakfast.
Please note That our policy is clear we cannot afford loss our customer also we can allow to damage our property
1 did send email.. I is keep on bouncing
Please email me your email address I will send you color pies
Thanks with Regards
Mohan XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 10, 2016/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Handwritten Attachment:

Dear Ms. [redacted],I am very sorry about the problems you encountered when trying to stay at Travelers Inn.  I have spoken to the manager about your complaint and she is sorry about the mishap.  I am mailing you a check for $23.62.  Again, my apologies for this confusion.Sincerely,Linda...

B[redacted]

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. 
Regards,
[redacted]

When the  consumer checked in we told them it would take a few minutes for the room to heat up but we gave them a brand new space heater to ensure they were comfortable.  We do not have on demand hot water, so I informed them that would take time to warm up as well.  We offered...

them a different room but they refused.  When they checked out, they did not complain so we assumed there was no problem.

Dear Revdex.com Complaint Department, Mr. [redacted] and Mrs. [redacted] had been staying at our property for close to eight months. The reason for evicting Mr. [redacted] and his wife, were due to a number of reasons, and the decision was hard. Through their stay we have tried to be cordial and...

hospitable as much as we could with the way Mrs. [redacted] treated myself and staff. Mrs. [redacted] had originally demanded we move them rooms about four months into her stay because she said that she smelled smoked from the room below her. We checked the room a number of times and not finding traces of smoke, as well as, spraying the room with smoke diffuser, Mrs. [redacted] continued come to the front office and yell at my staff in front of other customers. Then she "peel out" in the parking lot and speed off yelling. In fear of the safety, and maintaining peace for my other guest we moved the [redacted]'s to another room. Mr. [redacted] is correct about three weeks ago, they did complain about flees, but he does not mention that I did have a pest control company come look at his room. The pest control company said they could not do anything in the room because Mr. [redacted] had already gassed the room, and thrown salt all over the room to try to kill the flees. I told her we could not do anything for her because we did not have a room for her to stay in since each room was occupied that day, and the pest control could not do anything since they had already treated. I also advised Mr. [redacted] that they are not allowed to cook in the rooms because that will attract bugs into rooms and they would be responsible for bugs coming into the room. At this time, Mrs. [redacted] continued to act irately, as she did before when she wanted to be moved. She started yelling up and down the corridors of the motel, came to the front office and yelled at my front staff, and the owner. She was so loud and uncontrollable, one of the guests called the police on them, and I had a guest come up to me scared, asking if she is safe staying at our property. The officer spoke with Mr. [redacted] and Mr. [redacted] told the officer that his wife was crazy. In the middle of the conversation with the officer, Mrs. [redacted] once again peeled out in the parking lot and sped off. When Mrs. [redacted] cooled off, she called one of me to apologizing, and stating that the flees were brought in by Mr. [redacted], who works on broken planes that are brought in from the field. She had stated that he "rolls around in those planes to fix them, and had brought them in". I was explicit in explaining that they will be responsible for treatments, and that we would move them to a new room but we did not want them transferring flees to the new room. Once a room was available, we moved Mr. [redacted] and his wife. Ten days after moving them to a new room, Mrs. [redacted] once again started complaining about the flees and started harassing my staff. One of I got a call at 11:30 pm from our front desk staff stating that Mrs. [redacted] was demanding to be moved. We did not authorize this move because we did not want flees to be transferred to a third room. I did tell them that I would call our pest control company come out and look at the room in the morning. Mrs. [redacted] continued to persist and had the police come out and threaten our front desk staff, to which she had to comply. Our front desk staff moved the [redacted]s to now a fourth room. The next I called the [redacted]s and asked them to leave. When I told them to leave Mr. [redacted] was upset but he understood, but Mrs. [redacted] grabbed the phone and started to yell saying "Look you're going to shut up and listen to what I say…" I did not yell, but explained that we could not have them stay any longer for the safety of our guests and if they did not comply I would call the police. Mrs. [redacted] continue to yell very rudely on the phone saying "Go ahead call the cops and see what they will do". I had to hang up the phone on Mrs. [redacted] because she just kept on yelling and threating my me. My manager called the police out of fear that Mrs. [redacted] would harm staff, or cause damage to the property. When the police officer arrived and the situation was explained to him, he asked if this was the same people he came out for last time. The officer remembered the [redacted]s very well from the incident described above. He agreed that having the [redacted]s at our property could hurt our business, as well as, endanger staff and guests. We asked the officer to let the guest know that they needed to be checked out by 11:00 am, which is check out time. The officers did so and told us that if we needed them to come back to escort the [redacted]'s off the property to call them back. The [redacted]s left the property around 11:30 am. We do have a number of rules and policies for our property, some of which the [redacted]'s refused to follow, after we worked with them on a number of issues. First, we continuously worked with the [redacted]s on payment. We had given them a reasonable weekly rate, which includes limited service and has a no refund policy. This is something Mr. [redacted] has known from the beginning.  With the payment over and over again, we have worked with Mr. [redacted] on making his weekly payments, when he did not have the full amount to pay. We understood that he was a long term guest, so we helped him out at times by breaking up his payments up so he could stay. Secondly, we do not allow cooking in our rooms for fire safety reasons, and to prevent bug infestations. We explained both of these reasons to the [redacted]s, but they refused to follow them. Thirdly, our staff went above and beyond for the [redacted]s, allowing them to have access to breakfast after breakfast hours, letting them use items from our supplies, and providing them with more service then what is offered for the weekly rate we gave them. Lastly, we asked the [redacted]s to stay calm, to talk to us in a respectful manner so we can solve their problems, because we want to make sure we them and other guests feel comfortable and safe. The [redacted]'s did not follow this request. Mr. [redacted] did ask for a refund, however, we will not be giving him a refund, because we do not process refunds on weekly rate stays, which Mr. [redacted] was and has known about from the first day he stayed with us, and the cost of the service of the three rooms for pests and carpet, bed, and wall treatment, as well as, the cost of placing those rooms out of service until they are rentable will exceed Mr. [redacted]'s total for the two weeks stay. Due to the extent of the losses caused by the [redacted]'s, we will have to talk to our lawyers and insurance company. On a side note, I am not sure how she found my front desk staff's address, but one of my staff members told me that Mrs. [redacted] showed up at her house while she was sleeping, walked into her house, woke her up, pushed her and started yelling at her for being asked to leave the motel. [redacted]General Manager

February 14, 2015[redacted]Dear [redacted]:Enclosed is a check in the amount of $100 as requested for the cleaning and medication foryour employees. Also enclosed are the refund receipts for the amounts previously...

credited toyour company [redacted].I apologize for any inconvenience your staff members encountered. Please rest assured everyeffort.has been taken to remedy this situation. If you have any additional questions orcJncerns please feel free to contact me.Sincerely,[redacted]Manager

Please be advise Mr. [redacted] J checked in at Knights Inn on 1/6/18 and checked out 1/7/18.  After talking to the night shift staff who was working the night of 1/6/18 inform me that nobody came or called from room 130 complaining room being cold or shower not working.  As Mr. [redacted]...

complains staying in that all night long being room temperature below zero.  We believe Mr. [redacted] J used the services at Knight Inn and is not entitle to get refund.  Please enclose find the evidence he checked out next morning 1/7/18.

With regards to CID: [redacted] please note that on check in guest were informed that we allow 2 people in the room but as a special case I allowed 3 guest and they agreed to it. As far as the refund policy is concerned had the guest not used the room and left within few minutes of checking in we...

would refund the money (differs case to case). The room was used with 6 people already in the room, the bed was used.In such cases we do not refund the money as the guest had the option to stay till next morning (max 3 guest as informed on check in). But since they have left a bitter note about the experience we shall go ahead and refund the night charge.Moreover the guest themselves mentioned while leaving that when 10 guest can easily accommodate in 1 room why do take 2 extra rooms, which clearly states that they had planned to sneak in  with turns and stay in one room for the night. The lady who checked in first apologized repeatedly on behalf of her friend's behaviour for trying to fit in one room.You may inform the guest regarding the refund and send us a confirmation. The guest can come between 0900 Hrs.-1100 Hrs. give a call before arriving.Thank You!Regards,General Manager- Knights Inn

Please advise all to not even think about staying at this hotel. No hot water, brown water, bed bug, blood on sheets, no towels in room, no toilet paper, tv did not work, burned out outlets and I could go on and on. I have no idea how the health department allows this hotel to remain open. Luckily we were able to find a another hotel to stay at on Indy 500 weekend. If you look at the pictures on the Knights Inn website they are not actual pictures, they are rendering. Total SCAM.

Revdex.com:
At this time, I have not been contacted by Knights Inn regarding complaint ID 12161127.
Regards,
[redacted]

Dear Sir/Maam,I remember this guest specifically. I was present when [redacted] called the guest back to explain to the guest that no items were found. The owner, herself went into the room to check for bed bugs, and any items left behind and she did not find anything. She asked all staff members to see...

if they had entered the room prior to her initially going into checking it and no one had. We also had our pest control come to check the room for bed bugs, and nothing was found. Just so you have it for record, bed bugs are transported by people, the individuals that stayed in the room before this guest had no issues with bugs. When speaking with our pest control, they stated that the guest must be carrying bed bugs on them through their luggage. Bed bugs are not like roaches where they smell or sense food and they crawl to it, bed bugs are taken from one place to another in bags, human bodies, etc. Since we did not have a case of bed bugs in that room, which was inspected through a span of several days, we can only assume the bed bugs were on the guest or in their luggage. As for the items left behind, nothing was found in the rooms. As mentioned earlier the owner was the first person to enter the room after the guest and she did not find anything. I myself was present when [redacted] explained this to the guest. There have been many times when guest have packed or placed things in their luggage and cars and can't find those items, and tend to place the blame on the hotel and hotel staff for them being missing. We have a very honest staff, especially when the owners enter the rooms for cleaning the rooms, and for maintenance. Since the guest made their booking through hotels.com, we can not issue a refund to the guest due to the fact that the guest paid hotels.com not our hotel. Hotels.com issues us a different credit card on behalf of the guest to charge for the stay they had at the hotel they book with. If the guest has any issues they should have taken the proper avenue through Hotels.com or to speak with a manager or owner, rather then accusing them of lying because they did not have an ideal stay. If you have any questions please feel free to give me a call at [redacted], and I will be more then happy to give you more information.Best,[redacted]Owner/Manager

Complaint: [redacted]
I am rejecting this response because: aircraft do not have fleas, we didn't bring them into the room they are in the parking lot and grass. I never stated she was crazy. Most of the response is false and I have witnesses.
Regards,
[redacted]

My fiancé and I were very excited for our first mini vacation together. We chose the Knights Inn because of its great location and fair pricing. The motel is located directly across the street from a wonderful little restaurant (Dale's), and a fully enjoyable pottery studio (Poke A Nose Pottery). Unfortunately, the location was the highlight of our experience. We booked the hotel for two nights, and because we were coming from work, arrived relatively late the first night of our stay. The first thing we noticed upon checking in, was that the front door to our "suite" had been damaged. It looked as though there had been an attempted break in: the door was dented as though it had been kicked, the key hole on the door [redacted] was damaged, and the paint and wood all around the [redacted] and inner hinge had been beaten up pretty badly.
Upon opening the door, we immediately took in a strong musty/moldy smell, and noticed that the carpets were slightly damp. Clumps of dark hair were scattered along the carpet, making it clear that nobody had vacuumed. The bottom section of the television had been shattered, and there was water damage to the far wall that connected to the bathroom. The bathroom was in worse shape: the tub was cracked and dirty. The paint on the walls was chipped. The towels that were provided were very small, almost too small to successfully use as a bath towels. The water pressure in the shower was nearly non-existent. We had nothing but a thin stream of water that poured straight down from the shower head. It was nearly impossible to shower in. The bed sheets smelled dirty, but we were both so tired from a long day of work and traveling, that we decided to suck it up and just go to sleep.
The next morning, upon waking up, we noticed a dried dark brown sludge on the side of the headboard ( I don't even want to know what it was). A cleaning woman knocked on the door, and when we answered and said that we didn't need any turn down service, she asked why we failed to hang up the "do not disturb" sign. (We were never given one!) We got dressed and left the motel to explore the town and visit some shops. (We'd initially hoped to take advantage of the motel's pool, but found it unusable because it was completely green and murky.) When we returned that evening, we found that all of the towels in the room had been removed, but not replaced. The sheets hadn't been changed, nor had the bed been remade, and the garbage was still in the cans. We went to the front desk to retrieve some replacements, and the night manager looked at us as though we had 3 heads for our request.
We were nearly ready to just pack it in early, but we decided to watch a movie instead and try to ignore our surroundings. Unfortunately, the field mouse that was hiding underneath the refrigerator chose that time to make his appearance. It was the last straw.
While I was packing up the car, my fiancé spoke with the night manager and requested a refund for the night after explaining that the room had a rodent problem. The manager did not believe us, and brought my fiancé back into the room to look for the mouse. He could not find him (but the droppings were still there). Since the mouse no longer appeared to be in the vicinity, the manager tried to convince us to stay the night, and argued that the room was perfectly clean and acceptable! Not once did he apologize for the issues, the state of the room, or for the inconvenience.
I'm all about a cheap hotel with few amenities...but keep the place clean. Definitely worth it to spend a few more bucks and reserve a room in one of the nicer hotels in the Poconos!

Initial Business Response /* (1000, 5, 2015/07/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
Good Evening,
The reservation was made through a third party vendor, and we have no way of cancelling the reservation as that...

is processed by the third party company. So we asked the customer to initiate the cancellation. Its very similar to booking a flight through lets say priceline.com The airline then cannot refund the the customer as it has been charged by priceline. I am unaware of what they told the customer if they even called travelweb for cancellation. If you look at our website. There is no indication of a pool.
http://www.knightsinn.com/hotels/missouri/wentzville/knights-inn-wentzville-mo/h...⇄ /> Even looking at travelwebs website it indicated the pool is closed towards the bottom of the page.
http://www.priceline.com/hotel/hotelOverviewGuideDirect.do?noWait=Y&newstack...⇄ /> It has been closed for 2 years now. No one at our property made this reservation, as I had indicated the reservation was completed by a third party company named travelweb with a base rate of 55.30 and with tax $62.74
When suitcases are taken with the customer on the day of checkout, it is assumed they have checked out, as a majority of the customers don't check back at the counter to check out in the morning.
When the housekeepers opened the door, no luggage was seen, and a curling iron was left. Therefore the housekeeper proceeded to clean the room and would return any left items to the front desk. The Motel typically holds any left items for 30 days before we get rid of it, just in case the customer calls to claim it.
When Customer came to claim the item we were more than happy to return it. I did personally email the customer on 07/09/15, personally apologizing for what they experienced, and wrote what I have written here. I have yet to hear back from them.

Complaint: [redacted]I am rejecting this response because: My attorney acknowledged in her first writing that there was a 24 hour cancellation policy. The cancellation was made on October 30 which would still give enough cancellation for the two final days of the four.  Expedia states that I have to work with the hotel for a refund since you were paid by them.  Expedia did not keep the money; they paid the hotel, Railway Inn Suites. Railway Inn Suites told me the night that I cancelled, due to an emergency, that I would receive a full refund for the remaining days. I am willing to settle for two days, instead of three in the amount of $110.40. Regards,[redacted]

Review: I am writing a letter of complaint regarding the Knights Inn [redacted] located [redacted]. My family and I went to [redacted] to attend my granddaughter's graduation. We checked into Knights Inn on May 5th and checked out May 7th 2016. The first room we checked into was 203 the room was very smoky and not clean so we asked to be moved and we were moved to 221, that room was not as bad but it still was not too clean. There were spider webs around the baseboard and the baseboard was dirty. We did not want to get in the bed but we were so tired. The bath mat in the tub was dirty. There were no tissues in the tissue box. We had to ask for towels. The hotel staff was not in uniform and they were smoking. This is the first time in my life that I have experienced conditions such as this in a hotel. The rooms my daughter and son n law were in was just as bad which was 204 and then they were moved to 222 because the card key for 204 was not working. My son n law was bit by some type of bug. My daughter was bit also but thankfully my grandson was not bit. I am complaining about this hotel because my son n law had to go to the doctor. He was infected where he was bit by a bed bug or spider. He could have died from the infection. He needs to be reimbursed for his doctors bill as well as a full refund of the rooms. People work hard for their money these days and the cost of living is very high and the hotel has no right to be stealing from the public and giving poor service. I am requesting that my daughter and son n law get a full refund and the health department check into the establishment and close it. I repeat that my son n law could have died from the infection and thank God he did not. He had to miss work to go to the doctor. The right thing to do is to give them a full refund.

The room was not worth $100 a night.

Sincerely,

[redacted]Desired Settlement: Refund

Business

Response:

Case Notes: Case # [redacted]05/12/2016 [ Customer Care ]@10:05:48 AM : on 05/10/16 [redacted] emaíled: Everythîng was awful. My daughter graduated from [redacted] so what should have been a joyous occasion was talnted by the horrible conditions at your establishment. When we arrived I had to go back to front desk twice because the key was not programmed correctly so I had bo be moved to another room. My mom and mom n law could not stay in their room the stale smoke smell was unbearable to them because they suffer from asthma they were moved as well. I fìnd that strange since I was told the hotel was all booked up for the days I reserved. I was charged 100 a night for a room worth 25 a night. Th¡s was a total ripoff. The plumbing was poor because the tub stayed stopped up and we were unable to take a shower or bath. My husband and I were bitten by some type of bug he has a big painful red bump on his chest and I have a knot on my forehead. We were very dissatisfied w¡th our stay atyour establishment. I wascharged 396 and I need to be compensated for more than half of that amount. Thank you Case Notes : Case # [redacted]05/17/2016 [ Customer Care ]@8:55:01 AM : **GM NOTES** Property states they have offered [redacted] a 25% refund and she agreed. Closing case.

I booked the hotel room through [redacted].com for 3 nights. Decided to stay another night and was charged a different amount than quoted.I originally booked the room through [redacted].com for three nights (April 15, 16 and 17) at the price of $35.99/night. I checked in and everything was great with the room. On the 17th we decided to stay another night. I talked to the desk clerk and said we wanted to stay another night and wanted to check the price with her before I checked with [redacted].com to reserve another room. She checked the computer for a moment and said she could offer me the same rate that [redacted].com offered me ($35.99), and we could stay in the same room. I agreed. She took my credit card and ran it. I asked for a receipt, but she said I would get one when I checked out. 2 days later, at checkout, I was asked to sign a receipt for $59.10 by another man. I think he was a manager. I told him what the woman had told me before, and he simply said it counted as a different reservation because the first was through [redacted].com and the second was direct through the hotel. I tried to argue that if she told me one thing I shouldn't have to pay the extra amount, but he just repeated his argument and said she told me wrong, and he was sorry about it, and I had to pay the full amount. There was a crowd around us, so I didn't put up more argument and signed. I didn't received an itemized receipt, only the credit card slip with the total charged.Desired SettlementI would like to receive a credit for the difference of what I was told I would be charged and the actual amount that I was charged ($59.10-$35.99). I should not have paid for the mistake of the clerk when I was told one amount and it was actually another. A mistake like that should not be the responsibility of the customer.Business Response Contact Name and Title: [redacted]/General ManagContact Phone: XXX-XXX-XXXXContact Email: [redacted]@yahoo.comPlease note that our weekend rate for one night is $49.99+Taxes and that is what [redacted] was charged and that is the same rate he would have paid with [redacted].com.for additional night.Please let[redacted] know that just to let him know that we care we will be glad to honor the special rate of $39.99 +tx which he would have paid if he booked 4 nights instead of 3 nts through [redacted].com.Please ask[redacted] to contact me to get proper credit.Thanks[redacted]General ManagerKnights Inn- AirportPhone#XXX-XXX-XXXX Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Two things: 1) Mr. [redacted] cannot guarantee what [redacted].com would have charged me for the additional night, and that is not my complaint either way. 2) I was told I would be charged $34.99 not $39.99, so I would like to be refunded for that rate, not #39.99.Final Business Response Please note that desk clerk only could have offered you to keep the same rate you paid through [redacted].com and thats $35.99+tax (Sun - Thr)and $39.99+Tax for Fri/Sat.In our earlier response we offered you the same rate so if you want us to credit your a/c please contact property @XXX-XXX-XXXX .

Review: On August [redacted], 2014 we arrived at Hudson valley hotel. The room was dirty, carpet damped, and there were flies inside the room. We booked a hotel because we were going to a family party. When we arrived around 1am. We noticed that the sewer backed up in the tub. My husband called the front desk and requested assistance in the morning. We woke up and no one came to fix the problem. We couldn't take any showers (3 adults + 2 kids). We went to the front desk and place a complaint. The "[redacted]" said he couldn't do anything at the moment but we should call the next day. He didn't want to give us his name. We were suspicious so I went and asked an employee if the "[redacted]" was the [redacted] and several of them confirmed. We went back to speak with the [redacted] and requested at least 50% refund. He refused. I told him that wasn't the way to run a business. He told me to do whatever I wanted but he wasn't going to refund anything.Desired Settlement: We would like a full refund of $102.

Business

Response:

The business response can be found below:

To Whom It May Concern:

We want to take this opportunity to apologize for the poor service [redacted] and her family received during their stay at Hudson Valley Hotel and Conference Center.

I understand that the front desk was notified about the maintenance issue early Sunday morning with promise of assistance. Unfortunately the overnight front desk clerk who took that call was a new employee and was unaware that maintenance did not arrive until 9 A.M. From what the guest stated to the [redacted], she was aware of the issues when she checked in and if we had been made aware at that point in time we could have given her another room without said issues.

Upon check-out, the General [redacted] (not the [redacted]) offered [redacted] a complimentary stay on a future reservation which was declined. We would still like to provide her and her family with that complimentary lodging for one room night at our hotel. Please call for an advance reservation, and we will personally assist you.

Thank you for choosing us and we look forward to the opportunity to better serve you in the future.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am not accepting a complementary night at this place. First, the only reason I stayed there was to attend a party. I don't have any other reason to stay there so offering a night at the hotel does not solve the issue. I'm requesting a refund, not a complementary night that I cannot use nor I want to stay there for a minute. Check the pictures of the tub as proof that this needed immediate action. Not only the rooms are disgusting but what is worse, is the customer service. I was mistreated and misled by they so called "[redacted].' I don't need that kind of treatment.

Thanks

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Hudson Valley Hotel regarding complaint ID [redacted].

Sincerely,