Maaco Auto Paint Center

This issue was resolved directly with the guest, [redacted]. I called and informed him that no refund could be given because of the type of reservation he made through, Hotels.com which was non-cancelable. I aplologized for the inconvenience and thanked him for being understanding of the...

situation.

This email is in response to the complaint that was made by guest, [redacted], who stayed with us from July 20th until July 24th. No where on our website or on the third party reservation sites does it advertise that we offer fold out couch beds in our hotel rooms. This guests reservation was...

made for the busy comic con weekend, and we had already done her the favor of not charging her for the third person during her stay. She wrote several reviews online and all were responded to by us in a timely manner. During her stay she was also made aware that we do offer extra roll away beds but for an additional fee. We were sorry to hear that she was unhappy with her stay, but we do not feel that her complaint should result in money off of her stay or any type of refund. -- Thanking you,[redacted] | Front Office Manager|| [redacted]Tel (619) 697-9005 | Fax (619) 461-2121

MR. [redacted] checked into the room around 2 pm. The guest was given a room with 2 double beds and a Kitchenette. The guest complained about the AC. The property maintenance checked and verified that every thing was in working condition. The Maintenance Manager advised that guest turn the AC...

off when using Kitchen Stove and Oven at the same time. It puts heavy load on the breaker which caused it to trip. The problem was solved. All day there were no other complaints from the guest until 8:30 pmon Friday night the guest came to the lobby asking for compensation for the AC being too far away from the bed. The front desk advised the guest that, this is how all the rooms layouts are and that nothing can be done about his complaint. He asked for a few dollars as a discount and the front desk refused saying that since everything is in working order, no refunds can be issued at that time. The guest then complained that the AC keeps shutting off, the front desk checked and it was fine. This guest is looking to get some compensation to save some money. The guest then proceeded to open a customer care case with [redacted], asking for compensation. [redacted] closed the case right away and directed not to issue any refunds or compensations to the guest as they are trying to take advantage of the customer service policy.

Revdex.com:
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'm not satisfied because they stole my money. I never stayed at their hotel on that night that couldn't be changed or refunded. They explained their policy over the phone but admitted that is happening far too often and there were many unhappy people before me with the same experience. A business should be forced to change a policy that is stealing money from folks, especially senior citizens who live on fixed incomes.I did appreciate the phone call, which I didn't expect.
Regards,
[redacted]