First I am sorry that the guest feels that she had a dissatisfied stay with usDissatisfied guests are absolutely not our goal nor was it our intention with [redacted] & her family or any of our guestsAs a courtesy, I told [redacted] that it is our intention for everyone to have a great vacation & I was sorry for any confusion and offered to send them to a restaurant (to calm her down from screaming at me) and she had said that she would talk the older children & let me know and never returned with a decisionDespite the room condition was due to lack of supervision I still wanted to salvage her vacation for the familyThe first night they were uncooperative, around 1130pmher oldest son (she had 6people & a younger boy in the room that she stated people) parked his car in our piggy back parking area (other spots were open in the front for single parking) and took up spots, because he parked a small vehicle on the line between sections of parking which means we lost spots for other guests to parkI asked him to please move his car to a single parking spot up front, he shut his door and did not answer me, he was rudeAfter waiting minutes thinking he heard me & went inside for the keys maybe, I was wrong so I had to go knock on the door and they opened the door and he said "WHAT I heard you the first time" & "I don't want to move my car"I replied , "I'm sorry but we only have enough parking spots for spot per room and right now you taking spots up and we need those spots, I will even offered to help find a spot up front and wait for them to move it there." The mom finally came out aggravated (I think by the teenager) and moved but stated she wanted to stay on that side of the building close to the room, so a Free street spot opened up and I helped direct her to park in that spot and she returned to the room without saying a word to me during my attempts to thank her etcThe next day when they all were out of the room, the maid staff called me to their room to see the condition of the room, it was what we would call "unacceptable conditions"To describe unacceptable conditions : There were dirty dishes piled up, large amounts of food all thru-out both floors, counter & tablesFood left out on stove and table....(food on the floors had to be picked up mostly by hand no vacuum could do those size pieces of food), sticky substance and half eaten candy on the counters & kitchen tablesThe clutter with that many people in the room is expected, this was the additional unacceptable conditions, which would warrant the clause in our paperwork signed at chethat states , there will be additional cleaning charges for unacceptable conditions that are in your control(which she was not charged anything additional) But the most concerning issue to me was the blood filled sheets that were on the one bed & the blood was all over, and the staff is not allowed or should have to handle that much blood, no one at this point said one word to the office about any complaints at check-inIt was a lot of blood and troublesome to me to not know how or why it was like this?? So I placed an unanswered call to [redacted] to make sure everyone was ok and to explain to her that the condition of her room is unacceptable and to please not have food (also a large number of crumbs) on the floors and counters, it will lead to ants and other insectsI then waited as long as I could for a reply from [redacted] , so with no reply after calls and texts I had to allow the maid staff to clean the room ( I wanted her to see the condition the kids left it in)This is where another confusion happened between [redacted] and I, yes I did tell her (msg.) I was going to take pictures to show her if she wasn't back in time (which is allowed when damages happen by the guests), I was not sure if she even saw the condition the room was left inI didn't hear back from her (because we had to get it done by 2pm.it was cleaned before she returned) & I never had the time to take the pictures before they cleaned it up ( I wished I did because she came back screaming at me that it was not dirty) .Upon her return to the hotel, [redacted] stated to me personally in the office, that she had NO CLUE where the blood came from, and it must have been that way at check-in, I said " as much blood that was there no one would have been able to sleep in that bad and not complain about blood left behindThis letter to the Revdex.com' is the first time I heard an explanation for the blood, which was not from a scab, it was a lot of blood and I am not going to be making any guesses at this point to where it came from [redacted] came back from the beach (she said) and came into the office screaming mad saying she was calling the Revdex.com and writing on tripadvisor etc....I tried to calmly explain to her "Yes you paid to stay here but whomever is in the room has to respect the rules." She said she was insulted and embarrassed so at this point I knew it was not going anywhere but worse & she accepts no blame so I tried to defuse the situation (because we already cleaned the room) but I did explain to [redacted] , if there were blood on your sheets last night then you most definitely should have called me and I would have replaced them, no one should sleep on those sheetsI also explained the reason for no food on the floors and counters, with the humidity we will have ants quickly in that situationIn the end I told her that I and my staff want everyone to have a nice vacation and to go enjoy herself and I apologized again for making her feel angry and embarrassed, that is when I offered dinner for them at a restaurant and she said she would go talk to the kids and she might just cook I told her to let me knowDespite my knowledge of the bad conditions being no ones responsibility but [redacted] I still wanted her to have a nice timeAfter this we had no problems with the room and we spoke cordially to each other when our paths crossedWith that many people in a bedroom hotel room, [redacted] may need to look for a bedroom available at a larger resortAgain, we thought the family had a fabulous time by watching them in the pool, and seeing all the fabulous things and excursions they went to and we wish nothing but the most perfect vacations for them and all families taking the time and money to spend quality time as a familyThanks for the opportunity to write a response
Complaint: ***
I am rejecting this response because:First of all my room had two bowls and ritz crackers on the floor from my yr old..and I left dirty towels on the bathroom floor for maid...I cleaned before I left to go to boardwalk.the first night I was woken up to move my car which was not blocking parking spots.how does a Camry take up four spots.I parked exactly where you told me at checkin.I dont know if my son was ignorant to you because I was sleeping .my oldest is not able to drive FYI .I have pictures of the blood it was a smear of blood and you guys didn't clean anything in the room that day at all .because of the blood.im not going back and fourth with you .ive been in the restaurant business for yrs I am a general manager and you don't treat customers that way .it was out of line and you know that .I never said to you I'm gonna call anyone or write anyone but I've been upset about this ever since.YOu don't talk to people like they are trash.like I said I still have your messages and I'm sure no one would think the way you handled the situation was appropriate on any level.yoy did not try to offer me dinner you asked if I was taking kids out because you had coupons for restaurants.Honestly why even lie about that ?Who is in charge of this establishment that is who I want to speak with
Regards,
*** ***
First I am sorry that the guest feels that she had a dissatisfied stay with us. Dissatisfied guests are absolutely not our goal nor was it our intention with [redacted] & her family or any of our guests. As a courtesy, I told [redacted] that it is our intention for everyone to have a great vacation...
& I was sorry for any confusion and offered to send them to a restaurant (to calm her down from screaming at me) and she had said that she would talk the older children & let me know and never returned with a decision. Despite the room condition was due to lack of supervision I still wanted to salvage her vacation for the family. The first night they were uncooperative, around 1130pm. her oldest son (she had 6people & a younger boy in the room that she stated 4 people) parked his car in our piggy back parking area (other spots were open in the front for single parking) and took up 4 spots, because he parked a small vehicle on the line between 2 sections of parking which means we lost 3 spots for other guests to park. I asked him to please move his car to a single parking spot up front, he shut his door and did not answer me, he was rude. After waiting 10 minutes thinking he heard me & went inside for the keys maybe, I was wrong so I had to go knock on the door and they opened the door and he said "WHAT I heard you the first time" & "I don't want to move my car". I replied , "I'm sorry but we only have enough parking spots for 1 spot per room and right now you taking 4 spots up and we need those spots, I will even offered to help find a spot up front and wait for them to move it there." The mom finally came out aggravated (I think by the teenager) and moved but stated she wanted to stay on that side of the building close to the room, so a Free street spot opened up and I helped direct her to park in that spot and she returned to the room without saying a word to me during my attempts to thank her etc.... The next day when they all were out of the room, the maid staff called me to their room to see the condition of the room, it was what we would call "unacceptable conditions". To describe unacceptable conditions : There were dirty dishes piled up, large amounts of food all thru-out both floors, counter & tables... Food left out on stove and table....(food on the floors had to be picked up mostly by hand no vacuum could do those size pieces of food), sticky substance and half eaten candy on the counters & kitchen tables. The clutter with that many people in the room is expected, this was the additional unacceptable conditions, which would warrant the clause in our paperwork signed at check-in that states , there will be additional cleaning charges for unacceptable conditions that are in your control. (which she was not charged anything additional) But the most concerning issue to me was the blood filled sheets that were on the one bed & the blood was all over, and the staff is not allowed or should have to handle that much blood, no one at this point said one word to the office about any complaints at check-in.... It was a lot of blood and troublesome to me to not know how or why it was like this?? So I placed an unanswered call to [redacted] to make sure everyone was ok and to explain to her that the condition of her room is unacceptable and to please not have food (also a large number of crumbs) on the floors and counters, it will lead to ants and other insects. I then waited as long as I could for a reply from [redacted], so with no reply after calls and texts I had to allow the maid staff to clean the room ( I wanted her to see the condition the kids left it in). This is where another confusion happened between [redacted] and I, yes I did tell her (msg.) I was going to take pictures to show her if she wasn't back in time (which is allowed when damages happen by the guests), I was not sure if she even saw the condition the room was left in. I didn't hear back from her (because we had to get it done by 2pm.it was cleaned before she returned) & I never had the time to take the pictures before they cleaned it up ( I wished I did because she came back screaming at me that it was not dirty) .Upon her return to the hotel, [redacted] stated to me personally in the office, that she had NO CLUE where the blood came from, and it must have been that way at check-in, I said " as much blood that was there no one would have been able to sleep in that bad and not complain about blood left behind. This letter to the Revdex.com' is the first time I heard an explanation for the blood, which was not from a scab, it was a lot of blood and I am not going to be making any guesses at this point to where it came from. [redacted] came back from the beach (she said) and came into the office screaming mad saying she was calling the Revdex.com and writing on tripadvisor etc....I tried to calmly explain to her "Yes you paid to stay here but whomever is in the room has to respect the rules." She said she was insulted and embarrassed so at this point I knew it was not going anywhere but worse & she accepts no blame so I tried to defuse the situation (because we already cleaned the room) but I did explain to [redacted], if there were blood on your sheets last night then you most definitely should have called me and I would have replaced them, no one should sleep on those sheets. I also explained the reason for no food on the floors and counters, with the humidity we will have ants quickly in that situation. In the end I told her that I and my staff want everyone to have a nice vacation and to go enjoy herself and I apologized again for making her feel angry and embarrassed, that is when I offered dinner for them at a restaurant and she said she would go talk to the kids and she might just cook I told her to let me know. Despite my knowledge of the bad conditions being no ones responsibility but [redacted] I still wanted her to have a nice time. After this we had no problems with the room and we spoke cordially to each other when our paths crossed. With that many people in a 1 bedroom hotel room, [redacted] may need to look for a 2 bedroom available at a larger resort. Again, we thought the family had a fabulous time by watching them in the pool, and seeing all the fabulous things and excursions they went to and we wish nothing but the most perfect vacations for them and all families taking the time and money to spend quality time as a family. Thanks for the opportunity to write a response
First I am sorry that the guest feels that she had a dissatisfied stay with usDissatisfied guests are absolutely not our goal nor was it our intention with [redacted] & her family or any of our guestsAs a courtesy, I told [redacted] that it is our intention for everyone to have a great vacation & I was sorry for any confusion and offered to send them to a restaurant (to calm her down from screaming at me) and she had said that she would talk the older children & let me know and never returned with a decisionDespite the room condition was due to lack of supervision I still wanted to salvage her vacation for the familyThe first night they were uncooperative, around 1130pmher oldest son (she had 6people & a younger boy in the room that she stated people) parked his car in our piggy back parking area (other spots were open in the front for single parking) and took up spots, because he parked a small vehicle on the line between sections of parking which means we lost spots for other guests to parkI asked him to please move his car to a single parking spot up front, he shut his door and did not answer me, he was rudeAfter waiting minutes thinking he heard me & went inside for the keys maybe, I was wrong so I had to go knock on the door and they opened the door and he said "WHAT I heard you the first time" & "I don't want to move my car"I replied , "I'm sorry but we only have enough parking spots for spot per room and right now you taking spots up and we need those spots, I will even offered to help find a spot up front and wait for them to move it there." The mom finally came out aggravated (I think by the teenager) and moved but stated she wanted to stay on that side of the building close to the room, so a Free street spot opened up and I helped direct her to park in that spot and she returned to the room without saying a word to me during my attempts to thank her etcThe next day when they all were out of the room, the maid staff called me to their room to see the condition of the room, it was what we would call "unacceptable conditions"To describe unacceptable conditions : There were dirty dishes piled up, large amounts of food all thru-out both floors, counter & tablesFood left out on stove and table....(food on the floors had to be picked up mostly by hand no vacuum could do those size pieces of food), sticky substance and half eaten candy on the counters & kitchen tablesThe clutter with that many people in the room is expected, this was the additional unacceptable conditions, which would warrant the clause in our paperwork signed at chethat states , there will be additional cleaning charges for unacceptable conditions that are in your control(which she was not charged anything additional) But the most concerning issue to me was the blood filled sheets that were on the one bed & the blood was all over, and the staff is not allowed or should have to handle that much blood, no one at this point said one word to the office about any complaints at check-inIt was a lot of blood and troublesome to me to not know how or why it was like this?? So I placed an unanswered call to [redacted] to make sure everyone was ok and to explain to her that the condition of her room is unacceptable and to please not have food (also a large number of crumbs) on the floors and counters, it will lead to ants and other insectsI then waited as long as I could for a reply from [redacted] , so with no reply after calls and texts I had to allow the maid staff to clean the room ( I wanted her to see the condition the kids left it in)This is where another confusion happened between [redacted] and I, yes I did tell her (msg.) I was going to take pictures to show her if she wasn't back in time (which is allowed when damages happen by the guests), I was not sure if she even saw the condition the room was left inI didn't hear back from her (because we had to get it done by 2pm.it was cleaned before she returned) & I never had the time to take the pictures before they cleaned it up ( I wished I did because she came back screaming at me that it was not dirty) .Upon her return to the hotel, [redacted] stated to me personally in the office, that she had NO CLUE where the blood came from, and it must have been that way at check-in, I said " as much blood that was there no one would have been able to sleep in that bad and not complain about blood left behindThis letter to the Revdex.com' is the first time I heard an explanation for the blood, which was not from a scab, it was a lot of blood and I am not going to be making any guesses at this point to where it came from [redacted] came back from the beach (she said) and came into the office screaming mad saying she was calling the Revdex.com and writing on tripadvisor etc....I tried to calmly explain to her "Yes you paid to stay here but whomever is in the room has to respect the rules." She said she was insulted and embarrassed so at this point I knew it was not going anywhere but worse & she accepts no blame so I tried to defuse the situation (because we already cleaned the room) but I did explain to [redacted] , if there were blood on your sheets last night then you most definitely should have called me and I would have replaced them, no one should sleep on those sheetsI also explained the reason for no food on the floors and counters, with the humidity we will have ants quickly in that situationIn the end I told her that I and my staff want everyone to have a nice vacation and to go enjoy herself and I apologized again for making her feel angry and embarrassed, that is when I offered dinner for them at a restaurant and she said she would go talk to the kids and she might just cook I told her to let me knowDespite my knowledge of the bad conditions being no ones responsibility but [redacted] I still wanted her to have a nice timeAfter this we had no problems with the room and we spoke cordially to each other when our paths crossedWith that many people in a bedroom hotel room, [redacted] may need to look for a bedroom available at a larger resortAgain, we thought the family had a fabulous time by watching them in the pool, and seeing all the fabulous things and excursions they went to and we wish nothing but the most perfect vacations for them and all families taking the time and money to spend quality time as a familyThanks for the opportunity to write a response
Complaint: ***
I am rejecting this response because:First of all my room had two bowls and ritz crackers on the floor from my yr old..and I left dirty towels on the bathroom floor for maid...I cleaned before I left to go to boardwalk.the first night I was woken up to move my car which was not blocking parking spots.how does a Camry take up four spots.I parked exactly where you told me at checkin.I dont know if my son was ignorant to you because I was sleeping .my oldest is not able to drive FYI .I have pictures of the blood it was a smear of blood and you guys didn't clean anything in the room that day at all .because of the blood.im not going back and fourth with you .ive been in the restaurant business for yrs I am a general manager and you don't treat customers that way .it was out of line and you know that .I never said to you I'm gonna call anyone or write anyone but I've been upset about this ever since.YOu don't talk to people like they are trash.like I said I still have your messages and I'm sure no one would think the way you handled the situation was appropriate on any level.yoy did not try to offer me dinner you asked if I was taking kids out because you had coupons for restaurants.Honestly why even lie about that ?Who is in charge of this establishment that is who I want to speak with
Regards,
*** ***
First I am sorry that the guest feels that she had a dissatisfied stay with us. Dissatisfied guests are absolutely not our goal nor was it our intention with [redacted] & her family or any of our guests. As a courtesy, I told [redacted] that it is our intention for everyone to have a great vacation...
& I was sorry for any confusion and offered to send them to a restaurant (to calm her down from screaming at me) and she had said that she would talk the older children & let me know and never returned with a decision. Despite the room condition was due to lack of supervision I still wanted to salvage her vacation for the family. The first night they were uncooperative, around 1130pm. her oldest son (she had 6people & a younger boy in the room that she stated 4 people) parked his car in our piggy back parking area (other spots were open in the front for single parking) and took up 4 spots, because he parked a small vehicle on the line between 2 sections of parking which means we lost 3 spots for other guests to park. I asked him to please move his car to a single parking spot up front, he shut his door and did not answer me, he was rude. After waiting 10 minutes thinking he heard me & went inside for the keys maybe, I was wrong so I had to go knock on the door and they opened the door and he said "WHAT I heard you the first time" & "I don't want to move my car". I replied , "I'm sorry but we only have enough parking spots for 1 spot per room and right now you taking 4 spots up and we need those spots, I will even offered to help find a spot up front and wait for them to move it there." The mom finally came out aggravated (I think by the teenager) and moved but stated she wanted to stay on that side of the building close to the room, so a Free street spot opened up and I helped direct her to park in that spot and she returned to the room without saying a word to me during my attempts to thank her etc.... The next day when they all were out of the room, the maid staff called me to their room to see the condition of the room, it was what we would call "unacceptable conditions". To describe unacceptable conditions : There were dirty dishes piled up, large amounts of food all thru-out both floors, counter & tables... Food left out on stove and table....(food on the floors had to be picked up mostly by hand no vacuum could do those size pieces of food), sticky substance and half eaten candy on the counters & kitchen tables. The clutter with that many people in the room is expected, this was the additional unacceptable conditions, which would warrant the clause in our paperwork signed at check-in that states , there will be additional cleaning charges for unacceptable conditions that are in your control. (which she was not charged anything additional) But the most concerning issue to me was the blood filled sheets that were on the one bed & the blood was all over, and the staff is not allowed or should have to handle that much blood, no one at this point said one word to the office about any complaints at check-in.... It was a lot of blood and troublesome to me to not know how or why it was like this?? So I placed an unanswered call to [redacted] to make sure everyone was ok and to explain to her that the condition of her room is unacceptable and to please not have food (also a large number of crumbs) on the floors and counters, it will lead to ants and other insects. I then waited as long as I could for a reply from [redacted], so with no reply after calls and texts I had to allow the maid staff to clean the room ( I wanted her to see the condition the kids left it in). This is where another confusion happened between [redacted] and I, yes I did tell her (msg.) I was going to take pictures to show her if she wasn't back in time (which is allowed when damages happen by the guests), I was not sure if she even saw the condition the room was left in. I didn't hear back from her (because we had to get it done by 2pm.it was cleaned before she returned) & I never had the time to take the pictures before they cleaned it up ( I wished I did because she came back screaming at me that it was not dirty) .Upon her return to the hotel, [redacted] stated to me personally in the office, that she had NO CLUE where the blood came from, and it must have been that way at check-in, I said " as much blood that was there no one would have been able to sleep in that bad and not complain about blood left behind. This letter to the Revdex.com' is the first time I heard an explanation for the blood, which was not from a scab, it was a lot of blood and I am not going to be making any guesses at this point to where it came from. [redacted] came back from the beach (she said) and came into the office screaming mad saying she was calling the Revdex.com and writing on tripadvisor etc....I tried to calmly explain to her "Yes you paid to stay here but whomever is in the room has to respect the rules." She said she was insulted and embarrassed so at this point I knew it was not going anywhere but worse & she accepts no blame so I tried to defuse the situation (because we already cleaned the room) but I did explain to [redacted], if there were blood on your sheets last night then you most definitely should have called me and I would have replaced them, no one should sleep on those sheets. I also explained the reason for no food on the floors and counters, with the humidity we will have ants quickly in that situation. In the end I told her that I and my staff want everyone to have a nice vacation and to go enjoy herself and I apologized again for making her feel angry and embarrassed, that is when I offered dinner for them at a restaurant and she said she would go talk to the kids and she might just cook I told her to let me know. Despite my knowledge of the bad conditions being no ones responsibility but [redacted] I still wanted her to have a nice time. After this we had no problems with the room and we spoke cordially to each other when our paths crossed. With that many people in a 1 bedroom hotel room, [redacted] may need to look for a 2 bedroom available at a larger resort. Again, we thought the family had a fabulous time by watching them in the pool, and seeing all the fabulous things and excursions they went to and we wish nothing but the most perfect vacations for them and all families taking the time and money to spend quality time as a family. Thanks for the opportunity to write a response