Magnuson Hotel

Revdex.com Reference I IN: [redacted] 2/20/Response to complaint made to Revdex.com regarding a customer being unsatisfied and requesting a refundAt the time of check-in, our desk clerk and I were assisting the guest with the cheprocessWe found that the roam had been booked through Online Travel Agency (OTA)The room that had been booked was a single king non-smoking and furthermore was a last-minute deal site that is room specific, Upon chethe clerk inquired if the guest had any pets which he stated he did and was informed that there Is a $pet fee which was agreed to, Shortly after that the partner walked in and informed the clerk that the dog was a service animal and immediately waived the pet feeThe guest was also traveling with some companions and requested that they be placed near his room which we were happy to accommodate, however, the only room that was available was a King Suite which is two adjoining rooms with doors in between for privacy where on one side is set up as a living room and the other a bed roomTypically, when upgrading by request, in this case to be closer to their travel companions, the guest would pay for the difference in room cost and a $change of reservation fee as it was booked through an OTAHad they not agreed to the $upgrade fee the room that was purchased on the OTA would have been approximately 400ft away in a separate building which they said would not work and hence agreed to the upchargeThe cost difference would have been $In this case which we did not charge and instead only charged the $feeAt no point was a pet fee chargedWhile doing a property walk through before the end of shift, minutes later, I noticed that the guest came out of the room and the animal was wet and asked if the guest had they bathed the animal In the shower which he responded "Yes"The guest then continued to take the animal on brief walk and proceeded back to the room while the animal was still noticeably wetUpon all check-in's with animal we are required to have guest acknowledge all the hotels pet and animal policies which the guest must acknowledge which was signed and agreed toIt clearly state's that no animal grooming is allowed in the guestrooms and that if evidence of such is found they would be charged a deep cleaning fee and any other cost associatedIn this case the guest was only charged the cleaning fee and not any additional down time or lost revenue that can be assessed when a deep cleaning is required, particularly when the primary reason for the charge was the odor of a wet animal that lingered due to the washing of the animal in the room and required professional carpet cleaning to removeThere was also evidence of use of hotel towels to dry the animal off but was not charged for in this situationRegarding the complaint of the properties cleanliness the guest at no time informed the front desk of any issues with the roomThe room was inspected after the guest checked out, as is our policy on all rooms that have animals, and no evidence of pest(roaches) orissues of cleanliness outside of what I have previously described above from the bathing of their animal were foundLastly, at no point has the guest reached out to speak with myself, Nate, or any other manager since for potential resolutionIt is our determination that the charges are justified and hence should standOur hotel has long history of accommodating animals for many years and was in the process of adding a public grooming station to prevent these situations and has since been completedNate M [redacted] (GM) Magnuson Hotel & Suites [redacted] *** [redacted]

Revdex.com Reference I IN:*** 2/20/2018 Response to complaint made to Revdex.com regarding a customer being unsatisfied and requesting a refund. At the time of check-in, our desk clerk and I were assisting the guest with the cheprocessWe found that the roam had been booked through Online
Travel Agency (OTA)The room that had been booked was a single king non-smoking and furthermore was a last-minute deal site that is room specific, Upon chethe clerk inquired if the guest had any pets which he stated he did and was informed that there Is a $pet fee which was agreed to, Shortly after that the partner walked in and informed the clerk that the dog was a service animal and immediately waived the pet feeThe guest was also traveling with some companions and requested that they be placed near his room which we were happy to accommodate, however, the only room that was available was a King Suite which is two adjoining rooms with doors in between for privacy where on one side is set up as a living room and the other a bed roomTypically, when upgrading by request, in this case to be closer to their travel companions, the guest would pay for the difference in room cost and a $change of reservation fee as it was booked through an OTAHad they not agreed to the $upgrade fee the room that was purchased on the OTA would have been approximately 400ft away in a separate building which they said would not work and hence agreed to the upchargeThe cost difference would have been $In this case which we did not charge and instead only charged the $feeAt no point was a pet fee chargedWhile doing a property walk through before the end of shift, minutes later, I noticed that the guest came out of the room and the animal was wet and asked if the guest had they bathed the animal In the shower which he responded "Yes"The guest then continued to take the animal on brief walk and proceeded back to the room while the animal was still noticeably wetUpon all check-in's with animal we are required to have guest acknowledge all the hotels pet and animal policies which the guest must acknowledge which was signed and agreed toIt clearly state's that no animal grooming is allowed in the guestrooms and that if evidence of such is found they would be charged a deep cleaning fee and any other cost associatedIn this case the guest was only charged the cleaning fee and not any additional down time or lost revenue that can be assessed when a deep cleaning is required, particularly when the primary reason for the charge was the odor of a wet animal that lingered due to the washing of the animal in the room and required professional carpet cleaning to removeThere was also evidence of use of hotel towels to dry the animal off but was not charged for in this situation. Regarding the complaint of the properties cleanliness the guest at no time informed the front desk of any issues with the roomThe room was inspected after the guest checked out, as is our policy on all rooms that have animals, and no evidence of pest(roaches) orissues of cleanliness outside of what I have previously described above from the bathing of their animal were found. Lastly, at no point has the guest reached out to speak with myself, Nate, or any other manager since for potential resolutionIt is our determination that the charges are justified and hence should standOur hotel has long history of accommodating animals for many years and was in the process of adding a public grooming station to prevent these situations and has since been completed. Nate M*** (GM) Magnuson Hotel & Suites*** ** *** *** *** *** ** ***
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