MainStay Suites San Antonio

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

The guest checked in on March 4th Her reservation was a 3rd party reservation and at check in we took her card for incidentals and authorized it per policy for $ All rooms come with bath towels, hand towels, wash cloths and a bath mat Guest came down and received bath towels, sheets and blanket (as noted in folio) Guest checked on the next day and our Executive Housekeeper went and stripped the room She noticed all towels were missing She notified management as well as front desk and that is when the charge was posted of $for missing towels I have attached folio showing the notes and general information as well as folios showing the charge posted (one was the printable version which doesn't show the transaction times so I took a screen shot of it ant attached as well) Thank you, Charlotte Mikeska MainStay Suites IH-N San Antonio, TX

The guest is fabricating the truth, I watched the video and the front desk did in fact write the info down and nothing was ever mentioned about the coffee maker at check in Minutes after the guest left I went up to that room with my executive housekeeper and the housekeeper on that floor, and we were completely shocked as there was no light fixture hanging down with water leaking at all We only have one ceiling light fixture and it was still fully intact We take complaints seriously especially if it concerns a leak anywhere and this is false The ONLY thing she brought to our attention that was truthful was the fan in the bathroom was not working Had this been brought to our attention so that we can have an opportunity to fix the problem we would have Ms [redacted] and I sent several emails between each other and I offered her 2,points and she accepted I cannot justify a refund when she utilized the rooms and the amenities As for the issue with the towels, it is our policy to take back the dirty towels and provide new ones, that does not justify a refund because of towels I have apologized to the guest and we will not be providing the refund as I have conveyed to her, as mentioned, I offered her points and she accepted Choice Hotels was notified immediately of the situation and they even agreed that offering points was a legitimate offer

The guest checked in on March 4th Her reservation was a 3rd party reservation and at check in we took her card for incidentals and authorized it per policy for $ All rooms come with bath towels, hand
towels, wash cloths and a bath mat Guest came down and received bath towels, sheets and blanket (as noted in folio) Guest checked on the next day and our Executive Housekeeper went and stripped the room She noticed all towels were missing She notified management as well as front desk and that is when the charge was posted of $for missing towels I have attached folio showing the notes and general information as well as folios showing the charge posted (one was the printable version which doesn't show the transaction times so I took a screen shot of it ant attached as well) Thank you, Charlotte Mikeska MainStay Suites IH-N San Antonio, TX

Complaint: ***
I am rejecting this response because: I have attached documents proving that the transaction was processed on 03/at 05:AMThere was no preauthorization on my card done for $whatsoeverYou'll see on the three images I've attached that the timestamp was at 5:AMThere were zero towels takenThere was only large, medium and small regardless of what is considered "standard"I requested more towels and received two along with sheets and they were all left in to the roomThe housekeeper could not have stated towels were missing at 5AM which is whenever my card was charged if we were still in the roomYour timestamps may differ but the attached documents clearly shows that you all are fabricating documents and charging unnecessary fees to make the charges seem legitimatePlease refund my money.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I have attached documents proving that the transaction was processed on 03/at 05:AMThere was no preauthorization on my card done for $whatsoeverYou'll see on the three images I've attached that the timestamp was at 5:AMThere were zero towels takenThere was only large, medium and small regardless of what is considered "standard"I requested more towels and received two along with sheets and they were all left in to the roomThe housekeeper could not have stated towels were missing at 5AM which is whenever my card was charged if we were still in the roomYour timestamps may differ but the attached documents clearly shows that you all are fabricating documents and charging unnecessary fees to make the charges seem legitimatePlease refund my money.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Tell us why here...Credit has been issued.  This is going no where and back and forth.  The guest rebuttal has 3/5 as transaction date for a different transaction, on the list dates are posted above the POS info, this one has it blacked out above MainStay.  I have attached our record form our credit card processor to show when it was charged.  All this aside, again, credit has been issued.

The guest checked in on March 4th.  Her reservation was a 3rd party reservation and at check in we took her card for incidentals and authorized it per policy for $100.  All rooms come with 3 bath towels, 3 hand towels, 3 wash cloths and a bath mat.  Guest came down and received 2 bath...

towels, sheets and blanket (as noted in folio).  Guest checked on the next day and our Executive Housekeeper went and stripped the room.  She noticed all towels were missing.  She notified management as well as front desk and that is when the charge was posted of $75 for missing towels.  I have attached folio showing the notes and general information as well as 2 folios showing the charge posted (one was the printable version which doesn't show the transaction times so I took a screen shot of it ant attached as well)   Thank you,   Charlotte Mikeska MainStay Suites  6900 IH-35 N San Antonio, TX 78232

The guest is fabricating the truth, I watched the video and the front desk did in fact write the info down and nothing was ever mentioned about the coffee maker at check in.  Minutes after the guest left I went up to that room with my executive housekeeper and the housekeeper on that...

floor, and we were completely shocked as there was no light fixture hanging down with water leaking at all.  We only have one ceiling light fixture and it was still fully intact.  We take complaints seriously especially if it concerns a leak anywhere and this is false.  The ONLY thing she brought to our attention that was truthful was the fan in the bathroom was not working.  Had this been brought to our attention so that we can have an opportunity to fix the problem we would have.  Ms. [redacted] and I sent several emails between each other and I offered her 2,000 points and she accepted.  I cannot justify a refund when she utilized the rooms and the amenities.  As for the issue with the towels, it is our policy to take back the dirty towels and provide new ones, that does not justify a refund because of towels.   
I have apologized to the guest and we will not be providing the refund as I have conveyed to her, as mentioned, I offered her points and she accepted.  Choice Hotels was notified immediately of the situation and they even agreed that offering points was a legitimate offer.

The guest is fabricating the truth, I watched the video and the front desk did in fact write the info down and nothing was ever mentioned about the coffee maker at check in.  Minutes after the guest left I went up to that room with my executive housekeeper and the housekeeper on that floor, and...

we were completely shocked as there was no light fixture hanging down with water leaking at all.  We only have one ceiling light fixture and it was still fully intact.  We take complaints seriously especially if it concerns a leak anywhere and this is false.  The ONLY thing she brought to our attention that was truthful was the fan in the bathroom was not working.  Had this been brought to our attention so that we can have an opportunity to fix the problem we would have.  Ms. [redacted] and I sent several emails between each other and I offered her 2,000 points and she accepted.  I cannot justify a refund when she utilized the rooms and the amenities.  As for the issue with the towels, it is our policy to take back the dirty towels and provide new ones, that does not justify a refund because of towels.   I have apologized to the guest and we will not be providing the refund as I have conveyed to her, as mentioned, I offered her points and she accepted.  Choice Hotels was notified immediately of the situation and they even agreed that offering points was a legitimate offer.