In Responding to the above complaint, the room the complainant booked only allowed (2) adults and (1) small infantIf the complainant had entered the number of people as she stated the room she reserved would not have been offeredOur room occupancy is set, not by us, but by the local Fire MarshallWe cannot under any circumstances exceed the limit set by them When discussing this with the complainant I informed her she had been sent and received a conformation letter and in that letter it would state the number of people she reserved the room forThe complainant stated she did get a conformation letter, she looked it up on her phone and the letter did in fact state the number of guest as (2)At this point I believed it was acknowledged that the error was on the part of the complainant not the Inn I guess I am confused, the guest made the error in booking and the hotel is supposed to take the loss (on Memorial Day weekend)? I understand that most “chain” hotels are not aware of the number of guest people put into rooms, mostly due to guest avoiding additional cost, but our Inn is small and we have to be diligent on this matter Thank you, Jim B***, General Manager, The Lava Hot Springs Inn 208-776- yourlavainnHotmail.com
Complaint: ***I am rejecting this response because: I DID in fact enter the number of guests onto the respondent's website as adults. I trusted their website would offer me a room that accepted the number of guests that I had entered. Instead, it offered me a room that only roomed guests. Being that my son is autistic, I could not spend much time booking the room for I needed to attend to his needs. I had faith in the Inn that as their customer, they were going to meet my needs by responding to my request for a room that held THREE guests. At the time I did not look at the receipt. Instead I trusted what I thought was a respectable company to have their website working enough to find me a room that housed guests
When we arrived at the establishment, instead of hearing our concerns, the manager on duty put us down and told us we were wrong and they would not upgrade our room for the same cost. The manager was willing to lose a future customer and the many possible future customers who have heard of our experience, all for the amount of $20. He was rude, inconsiderate, belittling and very unprofessional. He had the nerve to say that one of us would need to sleep in the car for the evening if we were not willing to pay the difference for a room that housed guests. Upon hearing this, my autistic son became anxious and worried we were not in a safe place
I'm glad they got their extra $from us for the upgrade of the room. I pray they use the extra money to put their staff through customer service training. This establishment obviously should not be in the hospitality business if their staff members are represented by the general manager.Sincerely,*** ***
Complaint: ***I am rejecting this response because: The room was uninhabitable because of the things that we complained about in our original complaintThey did not deliver a room that was livable as their website promisedthat broke any contract between us and themHow are we suppose to know the condition of the room hours prior to our check in? We assumed the room would be livable without any safety problemsthe fact that the light fixture above the sink could have shorted out at any time and shocked anyone standing underneath it or could have started a fire made the room unlivablethe fact that a ceiling panel above the toilet could have fallen at any time you used it made the room unlivableNot knowing where or what made up the wet spot in the carpet made the room unlivableThe night clerk and manager didn't want to touch the wet spot on the floor and they just threw towels over the spot and told us to just walk around the spot
When we checked into the room we didn't have time to closely inspect the room as we had reservations at Baker Ranch that we had to get to by 4:that evening and didn't return to our room until around 8:45pm when we found the problemsWhen we returned from our dinner, we tried to turn on the lights but found the ceiling light inoperableThe only light working was over the sinkThe toilet, sink, and tub were filthy and the tape around the windows and the concert going on outside our window were just the topping on the cake of disgusting things there
With all the things that we found wrong after we checked in, with no prior knowledge of the deplorable condition of the room and NO offer to make things right we feel that asking for our money back is not unreasonable.Sincerely,*** ***
September 12,
To: Revdex.com Dispute Case No #***
Transaction Date: 09/04/
Transaction Amount: $
In reference to case #***, please
see attached supporting documentation and notes that the Card-member agreed to regarding our policies, including the following clauses:
“48-hour cancellation policy is applicable for all 1-night stays”And
“72-hour cancellation policy is applicable for HOLIDAYS and 2+ nights stays”
“If you choose to vacate a reservation following check-in, you will not be refunded”
“A 100% fee will be charged for cancelling a room without proper cancellation notice”
The cardholder is liable for damages that may occur to the room while a guest at the Lava Hot Springs InnI agrre to the above polices and fees and agree that they may be charged to the card associated with this reservation(they signed the registration) see doc attached below
On 09/04/2016, customer checked in for night(see attached Doc) and was shown to the roomIt was not until much later did they go to the desk and state the issueShe claimed that the wet spot just appeared, we found no sourse for the wet spot and it was dry the afternoon they leftIt did not cause them the use of the room in any way shape or form, only then did they start to defleck the status of the room by pointing out other things We have fixed the door above the Toilet, the light fixture above the sink has been replaced and the carpet has been cleaned where the spot wasWe can only do extra maintence when there are not people in the room
There is no valid reason to reimburse the card member
“If you choose to vacate a reservation following check-in, you will not be refunded”
Please contact Lava Hot Springs Inn at (208)776-with any questions
I have included a copy of the guest registration form signed by the guest upon check-in. If I can be of any further assistance please feel free to contact me at (208)776-or [email protected]
Sincerely Yours,
Debra F*
General Manager
In Responding to the above complaint, the room the complainant booked only allowed (2) adults and (1) small infant. If the complainant had entered the number of people as she stated the room she reserved would not have been offered. Our room occupancy is set, not by us, but by the local Fire...
Marshall. We cannot under any circumstances exceed the limit set by them.
When discussing this with the complainant I informed her she had been sent and received a conformation letter and in that letter it would state the number of people she reserved the room for. The complainant stated she did get a conformation letter, she looked it up on her phone and the letter did in fact state the number of guest as (2). At this point I believed it was acknowledged that the error was on the part of the complainant not the Inn.
I guess I am confused, the guest made the error in booking and the hotel is supposed to take the loss (on Memorial Day weekend)? I understand that most “chain” hotels are not aware of the number of guest people put into rooms, mostly due to guest avoiding additional cost, but our Inn is small and we have to be diligent on this matter.
Thank you,
Jim B[redacted],
General Manager,
The Lava Hot Springs Inn
208-776-5830
yourlavainnHotmail.com
This is a follow-up letter re. the above matter. As I said, the baths for the basic queen rooms in our Main Inn are, as in the Yellowstone Lodge, across the hall. [redacted] did not understand this and upon arrival, did not want a room with the bath across the hall, so we offered him a...
room with a bath, King bed, jetted tub, satellite TV and fireplace, but he choose not to upgrade to a room of this type.We are not responsible for the failure of prospective guests to inform themselves. Thanks for your help in this matter. Yours,[redacted]: Ownerwww.lavahotspringsinn.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
We we asked for a room with a bath and they told us there were none available if there had been we would have stayed
Regards,
[redacted]
In Responding to the above complaint, the room the complainant booked only allowed (2) adults and (1) small infantIf the complainant had entered the number of people as she stated the room she reserved would not have been offeredOur room occupancy is set, not by us, but by the local Fire MarshallWe cannot under any circumstances exceed the limit set by them When discussing this with the complainant I informed her she had been sent and received a conformation letter and in that letter it would state the number of people she reserved the room forThe complainant stated she did get a conformation letter, she looked it up on her phone and the letter did in fact state the number of guest as (2)At this point I believed it was acknowledged that the error was on the part of the complainant not the Inn I guess I am confused, the guest made the error in booking and the hotel is supposed to take the loss (on Memorial Day weekend)? I understand that most “chain” hotels are not aware of the number of guest people put into rooms, mostly due to guest avoiding additional cost, but our Inn is small and we have to be diligent on this matter Thank you, Jim B***, General Manager, The Lava Hot Springs Inn 208-776- yourlavainnHotmail.com
Complaint: ***I am rejecting this response because: I DID in fact enter the number of guests onto the respondent's website as adults. I trusted their website would offer me a room that accepted the number of guests that I had entered. Instead, it offered me a room that only roomed guests. Being that my son is autistic, I could not spend much time booking the room for I needed to attend to his needs. I had faith in the Inn that as their customer, they were going to meet my needs by responding to my request for a room that held THREE guests. At the time I did not look at the receipt. Instead I trusted what I thought was a respectable company to have their website working enough to find me a room that housed guests
When we arrived at the establishment, instead of hearing our concerns, the manager on duty put us down and told us we were wrong and they would not upgrade our room for the same cost. The manager was willing to lose a future customer and the many possible future customers who have heard of our experience, all for the amount of $20. He was rude, inconsiderate, belittling and very unprofessional. He had the nerve to say that one of us would need to sleep in the car for the evening if we were not willing to pay the difference for a room that housed guests. Upon hearing this, my autistic son became anxious and worried we were not in a safe place
I'm glad they got their extra $from us for the upgrade of the room. I pray they use the extra money to put their staff through customer service training. This establishment obviously should not be in the hospitality business if their staff members are represented by the general manager.Sincerely,*** ***
Complaint: ***I am rejecting this response because: The room was uninhabitable because of the things that we complained about in our original complaintThey did not deliver a room that was livable as their website promisedthat broke any contract between us and themHow are we suppose to know the condition of the room hours prior to our check in? We assumed the room would be livable without any safety problemsthe fact that the light fixture above the sink could have shorted out at any time and shocked anyone standing underneath it or could have started a fire made the room unlivablethe fact that a ceiling panel above the toilet could have fallen at any time you used it made the room unlivableNot knowing where or what made up the wet spot in the carpet made the room unlivableThe night clerk and manager didn't want to touch the wet spot on the floor and they just threw towels over the spot and told us to just walk around the spot
When we checked into the room we didn't have time to closely inspect the room as we had reservations at Baker Ranch that we had to get to by 4:that evening and didn't return to our room until around 8:45pm when we found the problemsWhen we returned from our dinner, we tried to turn on the lights but found the ceiling light inoperableThe only light working was over the sinkThe toilet, sink, and tub were filthy and the tape around the windows and the concert going on outside our window were just the topping on the cake of disgusting things there
With all the things that we found wrong after we checked in, with no prior knowledge of the deplorable condition of the room and NO offer to make things right we feel that asking for our money back is not unreasonable.Sincerely,*** ***
September 12,
*
To: Revdex.com Dispute Case No #***
Transaction Date: 09/04/
Transaction Amount: $
In reference to case #***, please
see attached supporting documentation and notes that the Card-member agreed to regarding our policies, including the following clauses:
“48-hour cancellation policy is applicable for all 1-night stays”And
“72-hour cancellation policy is applicable for HOLIDAYS and 2+ nights stays”
“If you choose to vacate a reservation following check-in, you will not be refunded”
“A 100% fee will be charged for cancelling a room without proper cancellation notice”
The cardholder is liable for damages that may occur to the room while a guest at the Lava Hot Springs InnI agrre to the above polices and fees and agree that they may be charged to the card associated with this reservation(they signed the registration) see doc attached below
On 09/04/2016, customer checked in for night(see attached Doc) and was shown to the roomIt was not until much later did they go to the desk and state the issueShe claimed that the wet spot just appeared, we found no sourse for the wet spot and it was dry the afternoon they leftIt did not cause them the use of the room in any way shape or form, only then did they start to defleck the status of the room by pointing out other things We have fixed the door above the Toilet, the light fixture above the sink has been replaced and the carpet has been cleaned where the spot wasWe can only do extra maintence when there are not people in the room
There is no valid reason to reimburse the card member
“If you choose to vacate a reservation following check-in, you will not be refunded”
Please contact Lava Hot Springs Inn at (208)776-with any questions
I have included a copy of the guest registration form signed by the guest upon check-in. If I can be of any further assistance please feel free to contact me at (208)776-or [email protected]
Sincerely Yours,
Debra F
General Manager
In Responding to the above complaint, the room the complainant booked only allowed (2) adults and (1) small infant. If the complainant had entered the number of people as she stated the room she reserved would not have been offered. Our room occupancy is set, not by us, but by the local Fire...
Marshall. We cannot under any circumstances exceed the limit set by them.
When discussing this with the complainant I informed her she had been sent and received a conformation letter and in that letter it would state the number of people she reserved the room for. The complainant stated she did get a conformation letter, she looked it up on her phone and the letter did in fact state the number of guest as (2). At this point I believed it was acknowledged that the error was on the part of the complainant not the Inn.
I guess I am confused, the guest made the error in booking and the hotel is supposed to take the loss (on Memorial Day weekend)? I understand that most “chain” hotels are not aware of the number of guest people put into rooms, mostly due to guest avoiding additional cost, but our Inn is small and we have to be diligent on this matter.
Thank you,
Jim B[redacted],
General Manager,
The Lava Hot Springs Inn
208-776-5830
yourlavainnHotmail.com
This is a follow-up letter re. the above matter. As I said, the baths for the basic queen rooms in our Main Inn are, as in the Yellowstone Lodge, across the hall. [redacted] did not understand this and upon arrival, did not want a room with the bath across the hall, so we offered him a...
room with a bath, King bed, jetted tub, satellite TV and fireplace, but he choose not to upgrade to a room of this type.We are not responsible for the failure of prospective guests to inform themselves. Thanks for your help in this matter. Yours,[redacted]: Ownerwww.lavahotspringsinn.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
We we asked for a room with a bath and they told us there were none available if there had been we would have stayed
Regards,
[redacted]