Master Suites Hotel

Master Suites Hotel is rejecting this response because the customer had a night to decline the room that she viewed We do not rent dirty rooms to guests therefore our "minute policy" allows customers to be refunded that are not satisfied with our services Our staff addressed and corrected all issues within our means as customer allowed Sincerely, Karen V Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Their answer is simply wrong The room was filthy I provided pictures showing the dirt This process is counter productive as they insist they did everything right and yet I gave you proof that it wasn't done right I didn't create a cob web that obviously had some time to grow and the dirt I photographed was dirt that was there not anything I did The place was nasty and that's the truth! Regards, [redacted]

Master Suites Hotel is rejecting this response because the customer had a night to decline the room that she viewed We do not rent dirty rooms to guests therefore our "minute policy" allows customers to be refunded that are not satisfied with our services Our staff addressed and corrected all issues within our means as customer allowed Sincerely, Karen VManager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Their answer is simply wrong. The room was filthy. I provided pictures showing the dirt. This process is counter productive as they insist they did everything right and yet I gave you proof that it wasn't done right. I didn't create a cob web that obviously had some time to grow and the dirt I photographed was dirt that was there not anything I did. The place was nasty and that's the truth!
Regards,
*** ***

December 3, 2015Dear [redacted],On Sunday, October 18, 2015, the guest identified in complaint ID [redacted], stopped at Master Suites Hotel to inquiry about a suite. The potential customer viewed the nonsmoking room with a manager present and said it was OK.  She left the...

property and later returned to check in as a guest.Upon check in, she was assigned the room that she viewed with the manager. The guest chose to use the "15 minute" hotel policy to organize her belongings rather than inspect the room for a second time or get a refund.On Monday morning, she spoke with the front desk supervisor about the condition of her room. The front desk offered the guest to have the housekeeper come clean to her satisfaction or move to a different room. She declined the suggestions and stated that she already took care of it with her own supplies. When the guest inquired about the sheets being changed on the bed she was informed that it could be done that day. She stated that she would be leaving the property to go to work and that she wanted to be present when anyone from the housekeeping staff serviced her room. She placed the "Do Not Disturb" sign on her door to inform the cleaning staff not to clean her room. At this point, it was up to the customer to exchange out her dirty linens with the front desk staff or get her room fully services on Wednesday or Thursday. By Thursday the guest took her sign off the door giving the housekeeper access to clean her room and the TV was properly functioning.Furthermore, the customer was unsatisfied with the room when she checked in as a guest. She stayed a total of seven days and requested a refund with each complaint that she made. The staff tried to accommodate her by fixing the issues as they were brought to the front desk attention. That was hindered due to the customer's lack of confidence as stated in her complaint and the "Do Not Disturb" sign that was on the room door. On her departure date she was late checking out and rude to the housekeeper on duty.On behalf of Master Suites Hotel staff, we apologize for any inconveniences and are unable to satisfy the customer's request of a refund. The rate at which she stayed is a discounted rate in which the market allows the hotel to occupy a room at its lowest. The hotel has also received a visit from the health department in which the inspector did not see any validation in the customer's complaint.Thanks Again,Karen V.Manager,

Master Suites Hotel is rejecting this response because the customer had a night to decline the room that she viewed.  We do not rent dirty rooms to guests therefore our "15 minute policy" allows customers to be refunded that are not satisfied with our services.  Our staff addressed and corrected all issues within our means as customer allowed.  Sincerely, Karen V. Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Their answer is simply wrong.  The room was filthy.  I provided pictures showing the dirt.  This process is counter productive as they insist they did everything right and yet I gave you proof that it wasn't done right.  I didn't create a cob web that obviously had some time to grow and the dirt I photographed was dirt that was there not anything I did.  The place was nasty and that's the truth! 
Regards,
[redacted]

Master Suites Hotel is rejecting this response because the customer had a night to decline the room that she viewed.  We do not rent dirty rooms to guests therefore our "15 minute policy" allows customers to be refunded that are not satisfied with our services.  Our staff addressed and corrected all issues within our means as customer allowed.  
Sincerely, 
Karen V. 
Manager

December 3, 2015Dear [redacted],
On Sunday, October 18, 2015, the guest identified in complaint ID [redacted], stopped at Master Suites Hotel to inquiry about a suite. The potential customer viewed the nonsmoking room with a manager present and said it was OK....

 She left the property and later returned to check in as a guest.Upon check in, she was assigned the room that she viewed with the manager. The guest chose to use the "15 minute" hotel policy to organize her belongings rather than inspect the room for a second time or get a refund.On Monday morning, she spoke with the front desk supervisor about the condition of her room. The front desk offered the guest to have the housekeeper come clean to her satisfaction or move to a different room. She declined the suggestions and stated that she already took care of it with her own supplies. When the guest inquired about the sheets being changed on the bed she was informed that it could be done that day. She stated that she would be leaving the property to go to work and that she wanted to be present when anyone from the housekeeping staff serviced her room. She placed the "Do Not Disturb" sign on her door to inform the cleaning staff not to clean her room. At this point, it was up to the customer to exchange out her dirty linens with the front desk staff or get her room fully services on Wednesday or Thursday. By Thursday the guest took her sign off the door giving the housekeeper access to clean her room and the TV was properly functioning.Furthermore, the customer was unsatisfied with the room when she checked in as a guest. She stayed a total of seven days and requested a refund with each complaint that she made. The staff tried to accommodate her by fixing the issues as they were brought to the front desk attention. That was hindered due to the customer's lack of confidence as stated in her complaint and the "Do Not Disturb" sign that was on the room door. On her departure date she was late checking out and rude to the housekeeper on duty.On behalf of Master Suites Hotel staff, we apologize for any inconveniences and are unable to satisfy the customer's request of a refund. The rate at which she stayed is a discounted rate in which the market allows the hotel to occupy a room at its lowest. The hotel has also received a visit from the health department in which the inspector did not see any validation in the customer's complaint.
Thanks Again,
Karen V.
Manager,