Dear Mr. [redacted],We are very sorry that you have bad experience at our hotel. But we would like to bring a few facts to your understanding.The Suite that you have purchased is normally priced at $350/night. On 8/15/2016, the day that you checked-in, we were sold-out but because you were a...
repeat guest, we wanted to do our best to accommodate you with a room, so we made the suite available to you and offered it a greatly discounted rate of just at $78 per night for your 4 nights stay.When you checked-in your room, you claimed the TV was not working. Unfortunately because it was in the middle of the night, we were not able to replace the TV. The next day we were able to find a smaller TV to temporarily replace the unit but then one of your guest in the room told the maintenance staff that he was able to make the TV work and that they don’t need another TV. We later found out that one of the guest had broken the on/off button but the TV can still be operated using the Remote Control.The following day, once again you requested the TV to be replaced. We were confused so we offered to move you to another room, but you did not want to move. We offered to refund your money, but you wanted to continue staying at the hotel.As a note, when the new replacement TV came, we went ahead and replaced the TV in your room even though by that time you did not want to have it changed.Also, housekeeping reported that there were many towels from your room that were permanently stained and damaged. Please see attachment under note sectionWe are very sorry that you feel the Manager was rude to you. We spoke to the Manager, he said that he was merely trying to inform you of the situation and to explain your available options. We apologize for the miscommunication among our staff and your team. We will try to do our best to improve and to avoid this situation from happening again.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] that is false information the problem with the tv was it was turning on and off by itself the remote didn't fix it and as far as the towels being stained please give me a break your house keeping staff never cleaned our room the whole time we was there and your manager never offered to bring in a smaller tv I'm not wanting anything from the hotel I just disagree with the way we was treated
Dear Mr. [redacted],We are very sorry that you have bad experience at our hotel. But we would like to bring a few facts to your understanding.The Suite that you have purchased is normally priced at $350/night. On 8/15/2016, the day that you checked-in, we were sold-out but because you were a...
repeat guest, we wanted to do our best to accommodate you with a room, so we made the suite available to you and offered it a greatly discounted rate of just at $78 per night for your 4 nights stay.When you checked-in your room, you claimed the TV was not working. Unfortunately because it was in the middle of the night, we were not able to replace the TV. The next day we were able to find a smaller TV to temporarily replace the unit but then one of your guest in the room told the maintenance staff that he was able to make the TV work and that they don’t need another TV. We later found out that one of the guest had broken the on/off button but the TV can still be operated using the Remote Control.The following day, once again you requested the TV to be replaced. We were confused so we offered to move you to another room, but you did not want to move. We offered to refund your money, but you wanted to continue staying at the hotel.As a note, when the new replacement TV came, we went ahead and replaced the TV in your room even though by that time you did not want to have it changed.Also, housekeeping reported that there were many towels from your room that were permanently stained and damaged. Please see attachment under note sectionWe are very sorry that you feel the Manager was rude to you. We spoke to the Manager, he said that he was merely trying to inform you of the situation and to explain your available options. We apologize for the miscommunication among our staff and your team. We will try to do our best to improve and to avoid this situation from happening again.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] that is false information the problem with the tv was it was turning on and off by itself the remote didn't fix it and as far as the towels being stained please give me a break your house keeping staff never cleaned our room the whole time we was there and your manager never offered to bring in a smaller tv I'm not wanting anything from the hotel I just disagree with the way we was treated