La Jolla Biltmore Motel

After reviewing the video and the unsubstantiated claims and complaints your request for a refund has been denied Thank you for staying at The Biltmore La Jolla The Biltmore Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I reported this business to the Revdex.comThis motel responded with down right lies
#La Jolla Biltmore Motel said we were in the room over min before 'complaining'With the times we took the video of this encounter and the receipt time- this first claim is a lieWe walked in and came right back out
#The La Jolla Biltmore Motel then went on to say that they showed us 3 clean rooms, we have on video, enclosed in this email, of *** showing us rooms that were not cleaned in between guestsShowing that this claim is also false
#The La Jolla Biltmore Motel added that WE trashed hotel rooms and then drove off with their key to the roomThat is a lieIt was lateWe came in from out of townWe were tired and wanted a clean and safe place to stay for our weekend get away with out our children
#4. Stealing their keyThat is another blatant lieThe keys to any rooms we were shown were given right backWe left this motel with no keysLa Jolla Biltmore Motel had ALL of their keys
#5. Biltmore also slanderously accused my husband and myself , "may have been consuming prior to check in" or trying to get an unjustifiable refund, calling my husband and myself "juvenile and belligerent" in our behavior, in their best efforts to satisfy usWe posted below some of our encounter with the La Jolla Biltmore Motel as to what really happened and how we were treated upon our late arrival into town
#They claimed their linens were newThere was pubic hair in the first bed we were offered along with all kinds of yellow stains on the sheetsThe second room we were showed wasn't even cleaned in between guests, there were unmade slept in beds, trash all around the room and wet towels on the floorThe third room we were shown had all kinds of yellow stains on the sheets as well as cords all over the room causing a safety issueYet another lie told about us
What a way to do business! What a crock! I can't even believe the way this company does business and handles business. Just a bunch of lies they came back with to steal our moneyWe understood with our late arrival coming from out of town, that the first night we would have to pay this motel- even though we were not able to stay here due to the disgusting health and safety conditions it imposedWe did not ask for the first night back in refundWe were charged for the other nights that we did not stay there at this motel-, that is what we asked backWe wanted of the nights we booked here backThere was no reason to keep those extra nights.
I am enclosing a screen shot of my email confirmation that says only ONE night would be charged if ANY changes were made to the reservation. So that is fraudI am also enclosing a picture of the room we were offered with the unmade beds, an obvious sign it was not cleaned in between guests
We have video of our stay and posted it to YouTube under La Jolla Biltmore Motel Stay Part 1, and The videos do not lie
Video # ***
Video #2. ***
Video #3. ***
Regards, *** ***

Thank you for contacting me regarding this matter. 
I addressed the issue mentioned in the complaint above on the night the couple checked in. 
The guests were given our premium ocean view room. After checking at 1:15 am I showed them to room 15. 
After 30...

minutes or so of being in the room the male guest complained of stained sheets and poor room conditions.  I told them room was our best room and I tried to give them another room.  After a few minutes they were back in the office complaining again.  This time I personally showed them the only other room I had available and they were still unsatisfied.  These two guests trashed three rooms left beds de shoveled then drove off with the key to the one room they still had with them.  This couple's behavior was juvenile and belligerent to spite our best efforts to satisfy them.  Often times when guests behave in the manner witnessed by myself and my staff, the issue lies with what the guest may have been consuming prior to check in, or they simply try to make what they believe are justifiable cause for refund for a motel room they booked but no longer wish to use.  Our motel has signs clearly posted at check in and on the registry paperwork, NO REFUNDS.  That is our hotel policy.
 
The linens in this hotel are all new. Upon my personal inspection I saw no stains nor could I validate any of their complaints. 
After remaking the two additional rooms I offered these guests I rented them later in the day, however the room they took the key to is the room they reserved and paid for and no refund will given.
 
 
The Biltmore Management

After reviewing the video and the unsubstantiated claims and complaints your request for a refund has been denied. 
 
Thank you for staying at The Biltmore La Jolla. 
 
The Biltmore Management

Review: We stayed in La Jolla at a motel we think you should be aware of. There was carpet covering holes in the upstairs floor. Cords all over the room that could be tripped on. This motel reflects poorly on your beautiful city and they stole ou r money. Here is a detailed account of what we went through. Do not let the Biltmore title throw you off. Biltmore should be angry this place has the Biltmore name in the title of this motel. We booked this place through an online booking site. We got here late. We checked in. The manager asked for a deposit of $50 in cash.. Which was never disclosed in our email confirmation, and above the door it states there will be a $10 deposit per key not a $50 deposit. We got to our room. It's was beyond dirty. The sheets had yellow stains and hair all over them. The TV didn't work. It didn't even have a remote. The carpet was lifting up all over the place and holes you could feel under your feet. Even the curtains were full of stains. The chair inside the room smelled like urine. The room was beyond scary. We went back to the "manager" [redacted], told him we could not stay there and asked for our money back. He refused to give us our money back. He was rude and antagonistic towards us. He offered us another room. We went to look at it- mind you, we videoed this whole encounter. This next room the bed wasn't even made, there were wet towels on the floor and trash all over , obvious it had not been cleaned prior to the last guest. We were offered yet another room. Sheets yellow and stained. Cords all over the floor and coming out of the walls. It was dirty also. And that TV didn't even work. We saw 3 rooms all dirty. We asked for our money back. He said no. The cancellation policy according to our email confirmation stated that one night would be charged if any changes were made upon arrival. We were charged for all 3 nights- when we did not even stay there one night. We asked to compromise and follow what the cancellation policy had stated in the email, that we would at least pay for the one night but the other 2 nights to refund us. He said no. So we were out $262 for the whole weekend, when this wasn't a suitable place for anyone to stay. So we left with out our money and without a suitable place to sleep at 2am. We slept in our truck the first night we came and had to pay for another room to sleep at. This place should be condemned and closed down. This place also is a scam and a fraud and will steal your money and reflects poorly on La Jolla.Desired Settlement: We are requesting 2 full nights refund back to our account.

Business

Response:

Thank you for contacting me regarding this matter.

I addressed the issue mentioned in the complaint above on the night the couple checked in.

The guests were given our premium ocean view room. After checking at 1:15 am I showed them to room 15.

After 30 minutes or so of being in the room the male guest complained of stained sheets and poor room conditions. I told them room was our best room and I tried to give them another room. After a few minutes they were back in the office complaining again. This time I personally showed them the only other room I had available and they were still unsatisfied. These two guests trashed three rooms left beds de shoveled then drove off with the key to the one room they still had with them. This couple's behavior was juvenile and belligerent to spite our best efforts to satisfy them. Often times when guests behave in the manner witnessed by myself and my staff, the issue lies with what the guest may have been consuming prior to check in, or they simply try to make what they believe are justifiable cause for refund for a motel room they booked but no longer wish to use. Our motel has signs clearly posted at check in and on the registry paperwork, NO REFUNDS. That is our hotel policy.

The linens in this hotel are all new. Upon my personal inspection I saw no stains nor could I validate any of their complaints.

After remaking the two additional rooms I offered these guests I rented them later in the day, however the room they took the key to is the room they reserved and paid for and no refund will given.

The Biltmore Management

Consumer

Response:

I have reviewed the response 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 reported this business to the Revdex.com. This motel responded with down right lies.

#1. La Jolla Biltmore Motel said we were in the room over 30 min before 'complaining'. With the times we took the video of this encounter and the receipt time- this first claim is a lie. We walked in and came right back out.

#2. The La Jolla Biltmore Motel then went on to say that they showed us 3 clean rooms, we have on video, enclosed in this email, of [redacted] showing us rooms that were not cleaned in between guests. Showing that this claim is also false.

#3. The La Jolla Biltmore Motel added that WE trashed hotel rooms and then drove off with their key to the room. That is a lie. It was late. We came in from out of town. We were tired and wanted a clean and safe place to stay for our weekend get away with out our children.

#4. Stealing their key. That is another blatant lie. The keys to any rooms we were shown were given right back. We left this motel with no keys. La Jolla Biltmore Motel had ALL of their keys.

#5. Biltmore also slanderously accused my husband and myself , "may have been consuming prior to check in" or trying to get an unjustifiable refund, calling my husband and myself "juvenile and belligerent" in our behavior, in their best efforts to satisfy us. We posted below some of our encounter with the La Jolla Biltmore Motel as to what really happened and how we were treated upon our late arrival into town.

#5. They claimed their linens were new. There was pubic hair in the first bed we were offered along with all kinds of yellow stains on the sheets. The second room we were showed wasn't even cleaned in between guests, there were unmade slept in beds, trash all around the room and wet towels on the floor. The third room we were shown had all kinds of yellow stains on the sheets as well as cords all over the room causing a safety issue. Yet another lie told about us.

What a way to do business! What a crock! I can't even believe the way this company does business and handles business. Just a bunch of lies they came back with to steal our money. We understood with our late arrival coming from out of town, that the first night we would have to pay this motel- even though we were not able to stay here due to the disgusting health and safety conditions it imposed. We did not ask for the first night back in refund. We were charged for the other 2 nights that we did not stay there at this motel-, that is what we asked back. We wanted 2 of the 3 nights we booked here back. There was no reason to keep those 2 extra nights.

I am enclosing a screen shot of my email confirmation that says only ONE night would be charged if ANY changes were made to the reservation. So that is fraud. I am also enclosing a picture of the room we were offered with the unmade beds, an obvious sign it was not cleaned in between guests.

We have video of our stay and posted it to YouTube under La Jolla Biltmore Motel Stay Part 1, 2 and 3. The videos do not lie.

Video #1. [redacted]

Video #2. [redacted]

Video #3. [redacted]

Regards, [redacted]

Business

Response:

After reviewing the video and the unsubstantiated claims and complaints your request for a refund has been denied.

Thank you for staying at The Biltmore La Jolla.

The Biltmore Management