Microtel Inn & Suites

Due to a medical emergency, I was unable to travel to the hotel that I book. As I attempted to cancel my reservation, I was told, through the company that I reserved the room that Microtel couldn't refund my money. Stated on the email said that I had until Feb 5 to cancel the reservation. I placed the reservation on Feb. 6. So how can I travel back in time to cancel this reservation. I do have the emails stating that. All I want is my money backDesired SettlementI just want my money refunded and their policies looked at

The hotel is very filthy and I felt unsafe and did not feel comfortable staying at the location. I asked for a refund and it was not given. The hotel is very filthy and I did not feel safe and was comfortable staying there. I left the room immediately and never stayed there at all and asked them to refund the hotel charge. I received an email today that they would not honor my request. I do not feel that this is fair because the location was not acceptable and did not match the information they show on the website. Desired SettlementI would like a refund of $66.24 back to my credit card! Business Response Dear Contact:Thank you for notifying our office of the concern filed by [redacted], at the Microtel property located in Wilson, NC. We are sincerely sorry to hear we did not provide the guest, with an excellent Microtel experience. You can count on our team to help resolve your concerns. To assist Mr. [redacted] in reaching a resolution, I've informed the Microtel's general manager of the situation. The general manager will contact [redacted] within the date of 10/04. As a company, we're committed to delivering a great experience with every stay with us. Count on me, Sincerely,[redacted]Customer Care Representative

Review: On July 23rd 2015 at around 1 a.m. I checked into the Microtel on East Spring Street. We checked into a double queen suite. After being in the room for about 15 minutes we discovered a red bug on the pillows which resembled a bed bug. IImmediately I called the front desk and requested that we were moved to another room I also took pictures and video footage of the bugs on the bed. The night auditor at the time was Dave. He listened to our concerns and switched our room. The next morning I told the staff member at the front desk upon checkout whose name was Corey that we had found bed bugs in our room and that we wanted to discuss this problem with management. She was very rude to us asking why didn't we capture the insect. She stated that their had been complaints about bugs but when the manager inspected the room he was unable to find anything. Corey was very defensive and accused us of lying about our discoveries. I asked her for the managers card to speak to him once he came into the office. After speaking with Nick (manager) he was not at a'll understanding nor respectful to me about the situation. instead of trying to come up with solutions to make the problem better He also took my complaint personally and stated that "I am the only person that has this problem when I come to his hotel and then told me not to come back to the hotel if I have a problem with the bugs. I like staying at the microtel and wouldn't mind staying there again I just feel that my complaint was taken personally and Nick could have handled the situation more professionally . This was not the first time I complained to Nick about the bug problem- this was my second.Desired Settlement: Money Back

Free Nights stay

50% off next stay

Business

Response:

Dear Contact:

Thank you for

notifying our office of the concern filed by [redacted], at the Microtel

Inn & Suites property located in Madison, WI. We are sincerely sorry to hear we did not

provide the guest, with an excellent Microtel Inn & Suites experience. You

can count on our team to help resolve your concerns.

To assist Ms.

[redacted] in reaching a resolution, I’ve informed the property’s general manager

of the situation. The general manager will contact Ms. [redacted] by 8/3. As a company, we’re committed to delivering a

great experience with every stay with us.

If for some reason

Ms. [redacted]’s concern is not resolved, please contact me directly at [redacted]

and I will personally help address her needs.

Count on me,

Sincerely,

Customer Care

Representative

Consumer

Response:

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,

Review: Hello my wife and I booked 4 days and 3 nights with them when we arrived in our room it was disgusting there was mold in the bath room and the vents were plugged with dust the heater did not work and the resone for my complaint is there were dead bed bugs and garbage under our bed. I brought it to there attention and the put us in a dif room that one was worse. Now father investigation there are a lot of complaints on yelp about them. Plz help they did not give is a full refund and they need to clean there facility its unamericanDesired Settlement: A full refund

Business

Response:

Business states that consumer did stay one night in the hotel, and the hotel refunded Expedia for the remaining two nights (see attached receipt). If the consumer wants to pursue a further refund, they will need to follow up with Expedia.

Consumer

Response:

Review: We made reservations on 11/11/14 for 11/6/15 through 11/10/15 for two rooms. This hotel has now been bought out and won't honor confirmation.

We have reserved the same hotel, Microtel by Wyndham Pittsburgh, for the last 4 years. We always book upon our departure. We booked 2 rooms on 11/11/14 for 11/6/15 through 11/10/15. We found out that this hotel has been bought out by Choice Hotels and no longer has our reservations. When I contacted the manager on 9/24/15 he said that we no longer have reservations but that he could book us but not for the same price rate of $59.99 per night per room. I contacted Choice Hotels and they stated that this hotel has not actually been switched over yet and that I should contact Wyndham. I contacted Wyndham Corporate Office on 9/24/15 and left a message. On 9/25/15 they called me and gave me the Corporate Line phone number to contact, [redacted]. I called and spoke with Stephanie and explained the situation, as well as gave her our confirmation #'s and rate on our confirmation. She was going to send it through for investigation and was going to see if they could put us in one of the other Wyndham properties for the same time frame and rate. I then received an email on 9/28/15 stating there was nothing they could do for us because this Microtel was no longer affiliated with them. I would think that even if they aren't affiliated that they could honor the confirmation that was provided to us by one of their chain hotels while they were still part of the Wyndham properties.Desired Settlement: We had to make reservations at another hotel at a much higher rate due to time restraints but I believe that Wyndham should give us a 4 night stay for two rooms at another Wyndham property for the same rate that our confirmation was for and for dates that work with our schedules.

Review: Here is my 1st letter sent to WyndamWyndham Management,I travel frequently and have stayed at Wyndham hotels in the past. I have had nothing but pleasant experiences. Unfortunately, I am writing to let you know about a extremely poor experience I just had. On January 31, I booked a hotel stay at the Microtel Inn & Suites by Wyndham Harrisonburg for the night of February 17th through Priceline. I received an email confirmation from them immediately.The purpose of my visit was to take my daughter to [redacted] for her introduction weekend. I purposely booked early because I knew hotels would be booking up with other out of town families.I arrived at the hotel at approximately 3:30 pm.(Check In is posted as 3:00). [redacted] at the front desk informed me that my credit card had been declined and therefore they gave my room away and that there were not any rooms available. She told me that she ran it through twice that day and received a decline both times. She also told me that Booking.com (Priceline) had emailed me to inform me that the cc was declined. I had a few concerns with this:1. I received no email or call from Booking.com or from the Wyndham employees making me aware of the situation. 2. The credit card she was attempting to run, had been used less than hour prior to checking into the hotel for a $100.00+ purchase with no issues.3. From the hotel, I called my cc company immediately. They informed me that there was no reason my card would be declined and that I had more than substantial funds available.. 4. When I informed [redacted] of what my credit card company said, she proceded to tell me that Booking.com had declined the card originally. I called Booking.com. They let me know that they do not even run the cards. They said this is the responsibility of the hotel.I mentioned this to [redacted] and her response was that she couldn't help me. I then proceeded to show her the hotel policy on my confirmation. It states that, "All payments are to be made at the hotel during yourDesired Settlement: The above is a part of the 1st letter sent to this hotel and to Wyndam headquarters. I sent two more and have yet to get a response. I guess what I would like to see is an acknowledgment that they even took the time to read it.

Business

Response:

I will do my best to recall timing as this occurred almost 6rnonths ago. I am not able to pull the event times that would be on our computer record since some of our files get archived after 90 Days. Ms. [redacted] made her reservation though Booking.com. We had her reservation for checking in on February 17, 2013. During the date of arrival I ran pre-authorizations for all reservations arriving this day. Ms. [redacted]'s credit card came up as Declined. I then proceeded to call the telephone number on her reservation attempting to get a hold of Ms. [redacted] the number on her reservation was ###-###-####, I was never able to reach her only her voicemail. Our policy is if we do not have a valid payment we have to cancel the reservation, as we do not have a valid payment Ms. [redacted] arrived around check-in I informed her that due to her credit card decline well as not being able to reach her that her reservation had been cancelled. She made this reservation through priceline.com/booking com. Prior to canceling Ms. [redacted]'s reservation I contacted Booking.com and explained the situation about Ms. [redacted]'s credit card being decline, Booking.com's agent stated they would contact the guest since this reservation was made through them. The agent suggested I log onto the extranet and pull the guest reservation and click on invalid/decline card and that's what I did, During that time I told the agent that we are sold out and if this guest cannot be reached by phone/email and doesn't show up who was going to be held responsible for this payment as a "NO SHOW", if that happened. They suggested they would cancel on their end and fax me the cancellation confirmation for my records. I did try accommodating Ms. [redacted] at our sister hotel Ramada behind us but she refused the offer and walked out. I have attached a copy of her reservation and cancellation papers that Booking.com faxed us. If you have any further questions please feel free to contact me ###-###-#### Thank you, [redacted]Assistant Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.No, I am not satisfied with this response!I see that in the response, they had problems recalling the incident. I had emailed them 3 previous times before contacting Revdex.com and never heard back from them.I also noticed in the letter, that [redacted] had offered to accommodate me with a 'sister' hotel....this didn't not happen. The only offer of ANY assistance was through Booking.com.Another note, in their letter [redacted] stated that they had tried to reach me via phone. This also NEVER happened as I have records of all calls made to that number.Also as mentioned in my letter:The hotel policy on my confirmation states that, "All payments are to be made at the hotel during your stay". I showed this to [redacted] and asked her where the policy stated that they could give a room away, without notice, because of a declined pre-authorized card. She told me that that is their policy even if it is not in writing. Also on my confirmation it states 'You have now confirmed and guaranteed your booking.Lastly, I mentioned that I had called my bank that day from the reception area. Due to after bank hours all that they could tell me is that there was no reason for my card to be declined. After further investigation, I found out that Microtel Inn was putting in the wrong expiration date when running my card. Hence, the card worked 20 minutes before trying to check in and at the Inn that will always receive my business.Again, sorry for the delay. I do travel frequently, which allows me to know that [redacted] attitude and lack of assistance is not regular business practice for Wyndham or any other hotel.Sincerley,[redacted]

Review: I stayed at this hotel at the beginning of November with my boyfriend. About 4:30 am he woke up to something biting him. He thought it was a spider but after further research and finding, killing and taking a picture of the bug we realized it was a bed bug. I called down to the front desk to ask if we could be moved for the time being and I was told we had to wait until the manager came in at 7. I went to work and called the manager after 7. Check out wasn't until 11 and she intially had an issue with just switching rooms for just two hours as she put it. My boyfriend was completely uncomfortable there and just told her he wanted to just check out. I asked if we would be compensated for this stay because of the issue and the manager stated she would have to talk to the GM and call me back later. I never heard from either the Manager or the GM but yet a week later they charged my card for the full amount of the stay. I called to ask for an explanation and the manager couldn't give me that but I had to call back at 11 to speak with the GM about it. Well I waiting until 11 to call back and I get the manager again after asking for the GM and she wouldn't put him on the phone but said he told me they could give me 10% off my bill. If 10% could have been given why wasn't it given before they charged the full amount. I don't believe we should have to pay for a stay at this hotel since the room wasn;t cleaned properly for this nights stay.Desired Settlement: I feel the business has the responsibility to make sure there rooms are clean and without these types of bugs. We were unable to stay or full night and we should be made whole for that.

Consumer

Response:

[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.]

At this time, I have not been contacted by Microtel Inn & Suites regarding complaint ID [redacted].

Regards,