Microtel Inn & Suites

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

When a guest checks out we do a basic check of the room to ensure there was no smoking or intentional damage to the room, during this basic inspection that takes a couple of minutes no problems were found, when the housekeepers started cleaning the room they noticed it smelled of urine, and they
also noticed feces stuck in the carpet, it was necessary to remove the dried feces and steam clean the room several times to remove the smell and sanitize the carpet, when I spoke with Mr*** he became upset because his words “we got all of that up”, at no time did he make us aware his animals defecated in our room and maybe it is acceptable to Mr*** because there his animals that made our room floor unsanitary, but for us and for our guests this is unacceptable, When the guest started yelling and cursing during our phone conversation it was necessary to end the call

Business indicated the customer's system is very old, approximately yrs old., and was originally wired incorrectlyBusiness repaired this by correcting the voltage running to the unit and replaced a clogged air filter and got it running fine when he left, however, it is a bandaid for a system
that needs replacingBusiness told customer it needs replacingIf it shut down it is because the safety system automatically did that as a safety featureBusiness was out of town when cu called for another service visitThis customer is outside of business' usual service areaHis fee reflects two people, travel time, and one hour service callBusiness declines to accept any future business with this customer due to age of the systemNo refund is available

This guest
booked through a third party website, she stayed four nights and booked for two
adults in the room, then on Friday she booked again with the third party
website and booked for one adult, the guest had four adults and one child in
the room, when we asked the guest about the
discrepancies she said that third
party website was at fault, this difference did impact the room rate, so we
suggested that she contact the site she booked with to correct the error, I was
then contacted by the booking website how instructed me they checked their
records and found the guest booked for one adult only, the guest then checked
out

Mrs
*** reserved both of her reservations through ***, when *** contacted
the property the representative informed me they reviewed the reservation transaction
and the guest only booked for one adult which reflected a saving to the guest
as opposed to booking for the four adult in the room, we were unaware of the
extra people in the room until Saturday morning when Mrs*** was in the
second day of her second reservation, because of a noise complaint from the
room next door and the guest child came to the desk and requested five key
cards so everyone in the room could have their own key, we then observed multiple people in the room, we offered the guest to pay the
difference if they were going to have only two adults or four adults and one
child in the room either with *** or directly with the property and they
refused, and we never asked the guest to
pay any additional charges for the first reservation only for the second stay
on Friday and Saturday nights the guest refused and said she paid *** and
would not pay another dime to stayWe attempted to work this out with Mrs
*** and her husband on Saturday morning and they decided to leave the property
after using vulgar language toward the manager and staffWe feel this matter was
resolved when the guest refused to simply correct the discrepancy that existed
through no fault of the Microtel Inn & Suites or it’s staff

I would like to sincerely apologize to *** *** for the trouble he has had on our accountI truly believed the issue had been resolved.*** *** has requested a refund of $plus $for his over-draft feesI have refunded the entire amount of his stay of $for his trouble.We hope
to see *** *** at our hotel in the future. Sincerely,*** ***General Manager

0px; background- text-align: left;">RE: Case ***
I have more than years experience in the hotel industryDuring my career I have been awarded several prestigious awards for excellent hotel cleanliness and delivering some of the highest guest satisfaction rates in the businessI also have learned how to tell the difference between a legitimate guest concern and an attempt to defraud my hotelThe guest in question originally was part of a group reservation consisting of four rooms and received a group discount of 40% off regular rate for that dayThe group seemed to be some kind of family gathering and booked our hotel due to the fact that we have one of the best hotel swimming pools in the Green Bay areaThere were around twenty people in the group counting the childrenThree of the four rooms checked in at 2:05PM with the guest in question checking in at 8:19PMAt 10:54PM all four rooms decided to check out claiming there were bugs in the roomOne of my front desk staff went to the room and did see a couple of dead bugs in a drawerThen, with this group of people arguing there point at the front desk and my staff feeling threatened, intimidated and afraid, my staff checked them out just to have them go awayWhen I explained to my staff member that it is totally impossible for any kind of bug to be in a second floor room, she acknowledged to me that she thought it was strange that the type of dead bug seen in the drawer did not look like any type you would normally see inside a buildingThe reason I can say it is impossible that bugs were in their rooms is because the entire floor had just been finished being completely renovatedAll rooms and hallways were stripped of all furniture, beds, bedding, carpet and floor tilesThen the rooms were painted replaced with new furniture, new Simmons Recharge pillow top beds and bedding, carpet and floor tilesEven the air conditioners were replacedThe entire hotel is good as newAs part of this renovation process, everything that goes into the room and the room itself is thoroughly cleanedWhen I heard about this complaint the next morning, I personally inspected every room on the second floor just to be absolutely sureAs expected, I did not see signs of any kind of bugI believe that this group of people, after using the pool facilities all day, decided to leave without paying because they had already used the pool until closing and partied on our deck all dayI believe that they planted the dead bugs in the drawer in an attempt to avoid paymentI believe it was their plan to have all people in the group to show up at the desk at once to intimidate my staffI feel that to grant these people any kind of refund would be a severe injusticeThis is not a legitimate guest satisfaction caseThis is a clear attempt to steal from me and defraud my hotelIt would be interesting to know if they checked in to another Green Bay hotel after leaving our facilityI’d be willing to bet they did not

Good Afternoon Mr***,My name is *** *** and I am a supervisor for Deli Mart lnc.I was made aware of your complaint involving the Deli Mart on *** Street this morning.I would like to apologize on behalf of our companylt is not our policy to ever have a customer leave one of our
stores unhappyEvery customer is important to us.I have talked to the employees working on the morning of tt/LL/2O16, explaining how one action can impact a customerThey have been instructed again in the importance of good customer service.Every customer will be waited on in a timely and courteous manner.If food prepared by our store is not acceptable, we will replace or refund the customer immediately.Our company policy is to treat all customers with respect every time.I have enclosed a $Citgo Gift Card to cover the cost of your sandwich.This card can be used at any Citgo location.Again, please accept our apology and hopefully you will give us the opportunity to wait on you again in the future.Thank You*** ***Supervisor, Deli Mart lnc.Work Phone: (*** ***Email: *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Ms. [redacted] and her guests had to be removed from the building by the police after she threatened to hurt desk clerk, and ran up and down the hall pounding on the other guest room doors, we have attempted to resolve the matter with the guest, and Ms. [redacted] said she will deal with our corporate...

office and not us.Ms. [redacted] also contacted the building department of [redacted], and the building inspector came to the property and determined we had taken all the appropriate actions in this matter.Our pest control company found no evidence of bed bugs in her room, therefore we will be unable to offer Ms. [redacted] a refund for her stay.

In response to the 2nd letter. No we will not make an exception for this lady who mistakenly booked a reservation through a 3rd party at the rate code and stipulations she choose. It is not our...

fault she booked the wrong hotel and further more this happens allot. If booked with a 3rd party we always send the guest on to the motel reservation is at. The real Manager at the south Microtel dose the same for us. If she called here to cancel we would have told her to call Expedia we can cancel but she would be charged. After sitting on a room for her all night and her going to the other hotel and calling, we still would have told her call Expedia and my staff would have knew  to follow policy and no matter what at that point lady was getting charged. She made the mistake and it happens but she really should have read the reservation confirmation from Expedia that explains the policy behind what she choose and the hotel where she booked. why should we not get paid because of her mistakes. I also think she disputed with the bank and there was enough proof that she was rejected. I understand she just wants her money back because she don't want to pay for her mistake. I am sticking to our policy and Expedia on reservation code for this.(no refund).                               Kristi [redacted]                              AGM

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. "I am very satisfied with the outcome of the issue.  All I wanted was a refund because I knew I did cancel it.  Thank you for your help resolving the issue for me. [redacted]e"

Ms. [redacted],   The delay in submitting the refund was due to no cancellation number that was linked to the account. So it took longer to verify. The front desk associate should have provided a cancellation number.  All staff have been trained to make sure to obtain and give a...

cancellation number when a guest cancels a reservation.   We have submitted a full refund in the amount of $159.99 to a Visa ending in [redacted].   Shephali [redacted] Microtel Inn and Suites [redacted] Bloomington, MN 55420 ###-###-#### (cell)

Wrong hotel.  This is the Microtel in New Ulm Mn.  You are looking for the Rochester Microtels.

Ms. [redacted] - Thank you for taking the time to write to the Revdex.com regarding your stay at our motel. The design of the rooms and the amenities that we offer is integral in providing budget rates that are the best possible value to our guests. This was clear in the fact that you chose and completed a...

2-day stay at our location. We would have gladly addressed your concerns at the property level if brought to our attention and would have switched you over to a room of your liking. However, Firstly I would like to for the inconveniences you experienced as a guest of our motel and Secondly, I would like to address the concerns that you expressed. The hallways and the public areas on both the floors are vacuumed and sanitized each and everyday. Once at the start of every quarter, we call professional cleaners to have our carpets steamed cleaned as well. While some high traffic areas do show signs of wear and tear - we do have renovations planned in the near future that does include replacing the hallway carpeting. Our bed linen is also supplied by a third party cleaning agency ([redacted]). Your concerns about the cleanliness of the room have been communicated to the maintenance and housekeeping staff and we will definitely do a better job in identifying and correcting any defects. I apologize for any deficiencies and would be implementing a renewed emphasis on training to prevent any such re-occurrences. We do have one functional ice machine which services the entire building. We realize the importance of its usage in the summer and make sure that it is serviced and maintained on a regular basis. The safety and security of our guests is our utmost concern and we would not be compromising on any aspect with regards to that. Our desk is staffed 24 hours to address any and every concern arising with regards to any questions about the safety of our customers as well. The area in which our motel is located is an extremely safe location as well which is also clear from the fact that we have close to about 15 other franchise motels in close proximity. We realize that friendliness, courtesy and willingness to help are essential qualities which should be displayed by all employees at all times. We appreciate you taking the time to point out where improvements are needed and your comments are shared with the staff to ensure corrective action is taken. Our goal is to provide a level of service that requires diligent attention to detail and is a matter of constant reinforcement of our motel. As I mentioned before, we do have a lot of improvements and renovations that we are working on and we would love for you to feel welcome at our hotel in your future travels. Regards, Rahul S.

We are writing in regards to your complaint you filed with the Revdex.com. You stayed in room [redacted] on November 26, 2017. You filed a complaint regarding cockroach in your room. Keep in mind we have a regular pest control treatment by a licensed professional company of our building on top of the internal...

treatment our staff already performs. Unfortunately, pest control doesn't remove or prevent all insects as some insects can travel into the building because doors are opened and closes by customers entering or exiting building, or by windows being left opened by customers, or insects travelling in customers belongings, or many other ways. Although you felt the hotel was not sanitary, keep in mind we take great pride in our cleaning procedures and our cleaning staff works hard to make sure the rooms are as clean as possible for all guests. We invite you to return to our hotel again and give this property another chance for a complimentary one night stay for your next visit to Arlington. Please keep this email on file and use it to reply back when you are ready to book again for your future visit. Thank you for the opportunity to serve you and we can't wait to see you soon.Management,

Revdex.com spoke to Rahul and the following was relayed: We were unable to accommodate the customer and the customer was not charged. The customer had stayed previously for an extended period and damage had occurred during that stay. We cannot give free accommodations. I have relayed this to the customer...

along with our Franchise Department.

I contacted the guest on 07/13/15 to day on phone discuss the complaint.  During stay at motel looking to everything $144.38 credit given to guest on credit card. If requested guest to come to motel again guest is ok.This is for your record & further necessary acting please final...

folio is attached.  ThanksParesa(Manager)Microtel Inn & Suites

I apologize fo rthe delay I this response. I just now received your letter from the hotel.
 
black;">WE have employee, manager and Maintenance reports and pictures of the damaged property. My staff and I have spoken several times with the guest. He was given access to look at the broken item and to also speak with my staff. The guest has been noted to take statements out of context and has tired to use comments against the hotel.  there is no doubt the item was damaged after they checked out and we went o clean the room.  The cost of repairs is for the item, to install it and for loss of revenue for one day given access to look at the broken item and to also speak with my staff.
 
Guest has stated he  has  retained legal counsel and so  my staff ( and I)  are no longer able to speak with him.
 
Please contact me directly for any further information.
 
Thank you
[redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Microtel Inn & Suites regarding complaint...

ID [redacted].
Regards,[redacted]