Maison Dupuy Hotel

To Whom It May Concern: Mr [redacted] originally informed our manager that he had misplaced his wallet, but thought he had left it in the glove box of his car which was parked in our garageHe was unable to locate it in the glove box but said that he would check elsewhereUpon checking out of the hotel on September 28, Mrs [redacted] accused our garage valet parkers of stealing the walletShe said the contents of the wallet included $in cash, credit cards and her husband's driver's licenceShe asked to have the cost of her entire stay refundedThe manager explained to her that we would investigate her allegations, but that he would have to speak with his manager before offering any compensation Yesterday, September 29, I personally called and spoke to Ms [redacted] I explained that we would investigate her allegations and meet with the valet parkers who parked and retrieved her carI assured her that if the results of the investigation indicated wrongdoing on the part of any of our valet parkers, I would reimburse her for the loss and would take appropriate action against the employeeMrs [redacted] stated that our valet parkers were thieves and had stolen her husband's wallet which contained $in cashThis statement contradicted her statement on Sunday that the wallet contained $in cashStill, I assured her that I would follow up with her following our investigationShe responded by saying that I would not respond nor would I be honest about the results of the investigation This morning, September 30, the guest who was checked into the room previously occupied by Mrand Mrs [redacted] , came to the hotel front desk and presented us with a wallet which he had found under the mattressThe wallet belongs to Mr [redacted] I contacted Ms [redacted] by phone and told her that a guest had found the wallet and asked her if she would like us to return the wallet to her via overnight mailShe responded by saying that she did not believe my "story", but was "glad that our employee who had stolen the wallet" decided to return it While Ms [redacted] and accusatory allegations are upsetting, I am encouraged that the guest who found the wallet promptly brought it to us I informed Ms [redacted] that the wallet contained multiple credit cards, a drivers license, health insurance card and $cash...not $and not $ The wallet and its contents are being sent to Mr [redacted] today via Federal Express Sincerely, [redacted] Area Managing Director, Maison Dupuy Hotel

I apologize for the delay in sending my response, but I have been out recovering from surgery since December
Regarding the guest's complaint regarding our credit card policy, we attempted to assure her that the policy was for the protection of the credit card holderWe cannot allow someone
other than the credit card holder to charge against a card to prevent unauthorized users from charging on a card that does not belong to themThis is standard procedure in all major hotel chains. At no time did any of our staff curse at the guest
The allegation that there was "feces smeared on the bathroom wall" is absolutely untrueInspection of the room by our housekeeping manager found nothing on the wall as was alleged by the guest
The "charges over and above what the guest was quoted were to cover incidental charges such as room service, movies, etcThis charge is $If the guest does not have any incidental charges, the $is credited to their credit card after departureThis, too, is standard operating procedure in the hotel industry
Regarding parking, our guests are allowed to park in our garage during their stay, but not after checking outThe guest wanted to park in the garage, after they checked out, while they attended the Saints game in the SuperdomeOur hotel was full, as was the garage, and we could not allow the guest's car to remain after their check out time
While I feel badly that the guest is upset, I am confident that we handled the matter professionally and courteouslyPlease call me at 504-648-if you would like additional information
Sincerely,
*** ***
Area Managing Director

To Whom It May Concern:
Mr. [redacted] originally informed our manager that he had misplaced his wallet, but thought he had left it in the glove box of his car which was parked in our garage. He was unable to locate it in the glove box but said that he would check elsewhere. Upon checking out of the...

hotel on September 28, Mrs. [redacted] accused our garage valet parkers of stealing the wallet. She said the contents of the wallet included $50 in cash, credit cards and her husband's driver's licence. She asked to have the cost of her entire stay refunded. The manager explained to her that we would investigate her allegations, but that he would have to speak with his manager before offering any compensation.
Yesterday, September 29, I personally called and spoke to Ms. [redacted]. I explained that we would investigate her allegations and meet with the valet parkers who parked and retrieved her car. I assured her that if the results of the investigation indicated wrongdoing on the part of any of our valet parkers, I would reimburse her for the loss and would take appropriate action against the employee. Mrs. [redacted] stated that our valet parkers were thieves and had stolen her husband's wallet which contained $450 in cash. This statement contradicted her statement on Sunday that the wallet contained $50 in cash. Still, I assured her that I would follow up with her following our investigation. She responded by saying that I would not respond nor would I be honest about the results of the investigation.
This morning, September 30, the guest who was checked into the room previously occupied by Mr. and Mrs. [redacted], came to the hotel front desk and presented us with a wallet which he had found under the mattress. The wallet belongs to Mr. [redacted]. I contacted Ms. [redacted] by phone and told her that a guest had found the wallet and asked her if she would like us to return the wallet to her via overnight mail. She responded by saying that she did not believe my "story", but was "glad that our employee who had stolen the wallet" decided to return it.
While Ms. [redacted] false and accusatory allegations are upsetting, I am encouraged that the guest who found the wallet promptly brought it to us.
I informed Ms. [redacted] that the wallet contained multiple credit cards, a drivers license, health insurance card and $15 cash...not $50 and not $450.
The wallet and its contents are being sent to Mr. [redacted] today via Federal Express.
Sincerely,
[redacted]
Area Managing Director, Maison Dupuy Hotel

Review: My father and I came down to New Orleans for the Saints game and stayed here. My mom booked the room and sent her credit card with us because we were told we would need it to check in. My mom called the hotel back to make sure we could still use it even though she would not be with us. The hotel employee said that as long as my fathers last name and the last name on the card matched they would allow us to use it. No one told us about a form that needed to be filled out so we were unable to use my mom's card. I was fine with having to pay using a different card until the front desk worker proceeded to curse at me. I then asked about leaving our car there while we were at the football game because once again the front desk employee we spoke to the morning we booked the room told us we could. When we arrived they told us they could not tell us that because they had nothing to do with valet. We were also given a price at check-in and when I checked my bank account I was charged more than what I was told. We finally get checked into our room and settled in about 1:00 in the morning and we had been driving all day. I went to use the restroom and their was a pubic hair on the toilet seat. There also looked to be feces smeared on the wall right beside the toilet paper. I told the manager the next day and he seemed to not care. All he told us was that he could change our room. I would have been fine with that if it wasn't the middle of the night. The manager did not care about anything. We paid over 200 dollars for that room and it was no were near worth that. It was the worse experience that I have ever had in New Orleans and I frequent there often. I will never stay here again. We were very disrespected by the employees there.Desired Settlement: I would like for something to be given back to us. We paid for the room and expect that the room be clean and the employees be respectful since we are paying to be there. It doesn't have to be all the money that we paid to stay there but at least give something back. It was unacceptable how rude the people were and disgusting the room was and I don't feel that I should have paid to stay somewhere that obviously does not know how to treat their guests.

Business

Response:

I apologize for the delay in sending my response, but I have been out recovering from surgery since December 13.

Regarding the guest's complaint regarding our credit card policy, we attempted to assure her that the policy was for the protection of the credit card holder. We cannot allow someone other than the credit card holder to charge against a card to prevent unauthorized users from charging on a card that does not belong to them. This is standard procedure in all major hotel chains. At no time did any of our staff curse at the guest.

The allegation that there was "feces smeared on the bathroom wall" is absolutely untrue. Inspection of the room by our housekeeping manager found nothing on the wall as was alleged by the guest.

The "charges over and above what the guest was quoted were to cover incidental charges such as room service, movies, etc. This charge is $50. If the guest does not have any incidental charges, the $50 is credited to their credit card after departure. This, too, is standard operating procedure in the hotel industry.

Regarding parking, our guests are allowed to park in our garage during their stay, but not after checking out. The guest wanted to park in the garage, after they checked out, while they attended the Saints game in the Superdome. Our hotel was full, as was the garage, and we could not allow the guest's car to remain after their check out time.

While I feel badly that the guest is upset, I am confident that we handled the matter professionally and courteously. Please call me at 504-648-6110 if you would like additional information.

Sincerely,

Area Managing Director

Review: I had over $400 in cash and other personal items stolen by a hotel employee. The manager informed me that my room and hotel fees would be compensated. The manager also offered a free night any weekend we wanted to come back. Later that afternoon another manager called to inform me that no such compensation or free room would be given. Manager said that the hotel is not responsible for stolen items even if it was an employee that stole from me.Desired Settlement: I was pleased when manager offered to comp my room. I did not want the extra free night at the hotel as I would never return to this establishment. I would like the hotel to compensate me for my room and fees as the original manager said they would.

Business

Response:

To Whom It May Concern:

Mr. [redacted] originally informed our manager that he had misplaced his wallet, but thought he had left it in the glove box of his car which was parked in our garage. He was unable to locate it in the glove box but said that he would check elsewhere. Upon checking out of the hotel on September 28, Mrs. [redacted] accused our garage valet parkers of stealing the wallet. She said the contents of the wallet included $50 in cash, credit cards and her husband's driver's licence. She asked to have the cost of her entire stay refunded. The manager explained to her that we would investigate her allegations, but that he would have to speak with his manager before offering any compensation.

Yesterday, September 29, I personally called and spoke to Ms. [redacted]. I explained that we would investigate her allegations and meet with the valet parkers who parked and retrieved her car. I assured her that if the results of the investigation indicated wrongdoing on the part of any of our valet parkers, I would reimburse her for the loss and would take appropriate action against the employee. Mrs. [redacted] stated that our valet parkers were thieves and had stolen her husband's wallet which contained $450 in cash. This statement contradicted her statement on Sunday that the wallet contained $50 in cash. Still, I assured her that I would follow up with her following our investigation. She responded by saying that I would not respond nor would I be honest about the results of the investigation.

This morning, September 30, the guest who was checked into the room previously occupied by Mr. and Mrs. [redacted], came to the hotel front desk and presented us with a wallet which he had found under the mattress. The wallet belongs to Mr. [redacted]. I contacted Ms. [redacted] by phone and told her that a guest had found the wallet and asked her if she would like us to return the wallet to her via overnight mail. She responded by saying that she did not believe my "story", but was "glad that our employee who had stolen the wallet" decided to return it.

While Ms. [redacted] false and accusatory allegations are upsetting, I am encouraged that the guest who found the wallet promptly brought it to us.

I informed Ms. [redacted] that the wallet contained multiple credit cards, a drivers license, health insurance card and $15 cash...not $50 and not $450.

The wallet and its contents are being sent to Mr. [redacted] today via Federal Express.

Sincerely,

Area Managing Director, Maison Dupuy Hotel

Review: My daughter was scheduled to have her wedding at the Maison DuPuy Hotel on May 28. Her and her fiancee had agreed on the venue and she signed a contract with the hotel. I was asked to pay for the ceremony and reception for over $20,000.00. To date I have paid $16,009.37. I did not sign a contract with the hotel. Three days ago my daughter's fiancee canceled the wedding. He was the one who canceled. This was a great shock to all. However, now the hotel has no event, no services to perform, no food to prepare, and no employees that need to work on this. The hotel is refusing to refund any of the $16,009.37 I have paid them. They claim the contract says all money is non-refundable, but I have not seen this contract and have not signed it They should refund my money and continue on with their business. As it stands now, they can go to their waiting list, find a replacement and keep two complete bookings. That practice is corrupt.Desired Settlement: I want a complete refund of the $16,009.37 I paid them.

Business

Response:

In December of 2014 the Maison Dupuy Hotel sent a contract to hold banquet and reception space, along with guest rooms, for the wedding and reception of Ms. [redacted]. The date of the event was to be may 29, 2016. Ms. [redacted], the bride, signed and returned the contract to us on January 14, 2015. We have been holding our venue space and the contracted number of guest rooms out of inventory for 16 months, protecting the space, as per the contract, for Ms. [redacted]'s wedding events. The terms of the contract clearly require two advance deposits with the final payment due prior to the event. [redacted], father of the bride, then completed, signed and sent to us the Authorization to Charge Credit Card form, which authorized the hotel to charge his credit card as per the terms of the contract. To date, we have charged his card, with his written authorization, and per the contract signed by his daughter, in the amount of $16,009.37. The terms of the contract clearly state that should the event be cancelled within 30 days of the scheduled function, the client will forfeit not only the advance deposits, but will also be required to pay the hotel the final payment due. Because of the emotional impact of the situation on the [redacted] family, we have decided not to collect the final payment which we are due. However, since we have turned down numerous other requests for our banquet/event space on May 29, 2016 and, as a result, forfeited revenue, we will not refund the advance deposits. The contract clearly stipulates what the cancellation provisions will be. Dr. [redacted] knew the terms of the contract. He authorized us to charge his credit card in the amount of $16,009.37, and we are honoring the terms of the contract, and are acting generously and sympathetically by not collecting the final payment.Dr. [redacted] continues to send angry emails to me and to our staff. While I understand the emotional upheaval that he and his family are experiencing, I know that I and the Maison Dupuy are acting honorably in this matter and are doing the right thing. Our hotel has operated in New Orleans for over 42 years. Our reputation is excellent among locals and visitors alike. We have earned this reputation by always acting with honesty and integrity and we will continue to do so. If you would like me to mail to you a copy of the signed contract and the signed credit card authorization form, I am happy to do so.I can be contacted by email or by phone at [redacted]Steve F[redacted], General Manager, Maison Dupuy Hotel

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11452410, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mr F[redacted] is not acting honorably. In fact, this is nothing short of a corrupt. Mr F[redacted] will fill the open space with another event and collect twice as much rent. That is immoral. Considering only our canceled event, he has no labor costs, no food or drink costs, no need to pay any staff for our event. His only potential loss is the loss of the physical space rent, which is much much less than $16,009.37, but with a little work on his part he will re-rent the space. He is refusing to do his job. He is refusing to be fair and reasonable. His actions reflect poorly on New Orleans as a community, and more poorly on Maison DuPuy. Furthermore, I have no contractual agreement with Maison DuPuy. He should immediately refund the entire $16,009.37 to me now and I expect this immediately.

Regards,