Microtel Inns & Suites

Hello ***As pe* ou* phone conversation todaywe did not receive this complain until May 11th, by emailSo I am writing response to this complain.First of all, Guest name *** *** had been offered rate $*** fo* handicap room with queen bed fo* a week onlyAfte* few days passed, we
came to find out that there is a bad odo* coming from he* room and in the surrounding hallway area where he* room was located and also we received comment about same odo* from othe* guest who was staying by closed to he* roomOu* front desk clerk used to talk he* a lot because she was staying fo* a week so we found that she has been stayed to Motel located to Appleton and has been kicked out fo* the same reason of bad odo* in the room and hallway areaWe called up to Motel to make sure that she has been kicked out fo* bad odo* o* not and guest service clerk told that they did not want to talk about he* much but they mentioned that they asked he* to leave hotel because of complain from the othe* guest about bad odo* in the hallway.It was getting worse afte* week passed so we asked ou* housekeepe* and found that she is not taking showe* at all and ou* housekeepe* did not want to go to he* room fo* service because of the bad odo* and she used to keep he* room doo* open all time so smell was spreading everywhereSo in short, we had this big issue about odo* but we could not tell he* because guest feel bad if we say like that but we decided to not to extent he* stay as we are getting complain from othe* guest about smell in hallway and housekeepe* did not want to go fo* serviceBut, she told that she did not have any place to go and was asking fo* more week so I allowed he* to stay more last week and afte* weeks ove* we told he* that we can not extend he* room fo* more continues one week due to it is not available anymore due to most of handicap room booked during weekend o* weekdays. We did not want to move he* to different room because we knew that new room will become same like current room with all odorSo we already informed he* that she is not going to stay afte* total week completed so she started to make complain about toilet is running slowShe told about toilet running slow on 04/7/first timeWe usually rent that room a lot and we neve* had issue with toilet before and even we did not get issue about toilet afte* he* week stay completed in that roomShe started to do issue afte* we informed he* that she have to check out afte* weeks completedWe were thinking that she did put something in toilet that could have make toilet was running slow but we are not sureI tried myself to fix toilet couple of times but it was working fine fo* couple of hours then keep start running slow.We told Ms *** that we are not able to move to different room due to not available continues fo* a week so she might have to check-out because toilet is not fixingSo she wanted to stay here so she decided to keep room even toilet is broken otherwise she could check-out if toilet running slow was big issue fo* he* but she didn't check-out.Now afte* week stay, I told he* that now she have to check out we do not have this room available and we have to keep it out of orde* until all smell goes out fo* at least a week So now she told that she should give some discount fo* toilet issue and she is going to report to Revdex.com organisation about ou* businessShe was also ready to keep same room fo* anothe* week o* so even toilet is running slow but she did not want to check-out o* leave this placeSo I told he* that you have to check-out and we can give you one free night and she was fine with it so she stayed last night which was 04/15/and then checked out next day on 04/16/16. In short, if she really have problem with toilet running slow, she would have checked out on 04/o* 4/where toilet running slow issue started but still she stayed until 04/16/which is almost week So decision is that we can give more night refund fo* all inconvenience about toilet, not fo* full refund due to she decided to stay in room with toilet issue as we asked he* to check-out because we could not fix toilet but she did not want to check-out and decided to stay in same room with continued toilet running slow issue.Sincerely,*** ***lManager

Hello Guest made reservation thru Booking.com using Advance Purchase rate plan which save 15% extra than regular rate but this reservation is prepaid and non refundable or cancellableThey cancelled reservation even it was clearly stated that total price of reservation will be chargedNow, i
received call from different people for asking full refundFinally, I processed full refund to them on 11/12/Please find their reservation confirmation and cancellation cost.Thanks

We received call from *** behalf of you to ask for free cancellation and we offered courtesy for night refund Your provided email copy clearly states that you were aware of cancellation policy when you booked 2nd roomAlso, you did receive email confirmation about same and we do not know why you did not read 2nd room cancellation policyWe just inform *** to advertise our policy for certain days but *** website is developed and maintained by them only so we do not have any right to how to show policy on their website but it is consumers responsibility to check policy before your buy anythingit is always advisable to use our brand website because those are all called third party websites. every hotel has different policy for reservations and you booked this reservation in the April so you had almost months before days cancellation time frameAgain, we apology that we could not refund you all money as we strictly adhere to the cancellation policy for reservationWe refunded night and this is best we can do for your reservationThank you

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.]
This e-mail about the state of the room is ridiculousJust because someone doesn't check the underside of the the bed doesn't make it ok to be grossSaying sorry about not having enough blankets is crazyDude is gonna cover his bases on his businessHe owns more properties within the same block or I may just stay there again and document everythingThis owner is a slumlord
Regards,
John ***

Hello I personally talked to the guest today and refunded for 2nd room chargesit was all error from central reservation department for 2nd roomNow guest is happy with resolution of this case and he said he might take this complain back as issue resolved and it was not fault at hotel
level. thanks

HelloFirst of all, We was able to pull out the mattress from safa bed and we sell that room almost every weekend and we never received any complaint about mattress stayed folded or even did not move at all..Guest could have asked help from front desk if he was not aware how sofa bed pull out works
We had Mattress Pad, Fitted Sheet and Flat Sheet on mattress on sofa bedAlso same way, if they did not know how to fit the fitted sheet on the bed, they could have asked help from front desk because every time our housekeeper used those fitted sheet on the bed and they are able to fit on the bedWe use our hotel standard for the bedding so we had alternate down blanket for the room.....We apologized that we did not have extra stuff left due to sold out night and extra stuff is based on first come first served..The leak on the breakfast room was due to someone from upstair did overflow their bath tub and they had water on the floor...It was stopped dripping in an half hour as they cleaned water from the floor..When guest came to check out and told his concern during his stay, I offered him $refund for inconvenience and he accepted refund amount at the check out time..I have attached receipt for refund issued on check out date before guest left the hotelWe tried to resolved it by refunding some of charges due to sofa bed not used by guest.Thanks

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. While I am by no means "happy with the resolution" I have, at least, received my money backI would like to make it clear that consumers need to be aware of the business practices of this hotelThere is NO reason I should have had to go through this whole process to get a refundIt was very clear that I only needed one room when I checked in so any reasonable business owner/manager should have tried their best to fix the issue rather than compound it by refusing to refund the incorrect charges until I contacted the Revdex.comThis situation was compounded by the absurd interaction with the front desk clerk when checking outEverything points to a terribly managed hotel.I have no intentions of deleting my negative reviews of Microtel Inn, AppletonAny person staying at the hotel needs to be aware of the chance they are taking when booking at this hotel
Regards,
Alan ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We have read Mr. Patel's response and until he closes his books for those days and the refund is on our card, we will not accept his response. Jamie
Regards,
Shawn & Jamie [redacted]

First of all, guest made reservation using [redacted] website for arrival of 07/28/16 for 2 nights. During last week of July 2016, there was Air show even in Oshkosh so we had higher rate and cancellation policy. Please see attached Reservation confirmation copy. It clearly states that Room 2 had...

30 day cancellation policy and cancellation penalty amount $459.98 plus tax. As courtesy, we told guest that your reservation is cancelled with penalty for 2 nights as you did not cancel on time frame provided on reservation ( Please see attachment 2 from [redacted] for time frame for cancellation of this reservation). But still we told guest to give you 1 night credit and she accepted it. But after few days, she called and asked for 2nd night credit. As we courtesy we did for 1 night already so we did not do 2nd night. As per [redacted], If guest make reservation using their website, they must receive email confirmation which clearly should say about cancellation policy. As per her notes in complain. She was aware of cancellation policy when before she booked it. As per her statement on complain while booking the both room. She read cancellation policy and booked it. She was aware of cancellation policy at booking time. IF she had question about time frame for cancelling a room, she should have called booking source which is [redacted]. In conclusion, guest was aware of cancellation policy at the time reservation booked and as courtesy we did credit for 1 night. We can not do 2nd night at all now due to cancellation policy.Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  

First, I never accepted credit for one night only.  [redacted] did that on my behalf (see e-mails attached).  Second, I was not aware of the cancellation policy!  I cancelled those rooms because I found rooms at a better rate.  If I knew I would be hit with a cancellation fee, I would not have done that because that would certainly not save me any money.The fact of the matter is that the cancellation policy was hidden in a separate link when I booked that room and that is against Visa's policies.  When the confirmation e-mail came, I did read the small print under the fist room (which was Free Cancellation) and did not bother to read the small print under the second room.  Shame on me, but I am not used dealing with scam artists.  I don't typically stay in "motels" that try and cheat people.  In Appleton, I had no choice!  I had never heard of a hotel that offers standard rooms with different cancellation policies unless they are at a discount.  Typical cancellation policies of reputable hotels are no more than 72 hours.  Why do have different polices such as this?  All that I can think of is that you are intentionally defrauding people.  The [redacted] email attached states that the way the room was advertised was at your discretion.  Why not show the 30-Days in big, bold print like you do for the rooms that are Free Cancellation?  Again, to defraud people.I went back on [redacted] after this happened and I pretended to book another room.  Since, at that time, it was already within 30 days, the room was immediately subject to the cancellation fees.  Was it now marked as "No Cancellation"?  NO IT WAS NOT!  It continued to be listed with nothing more than the "Special Conditions" link in the corner.  Had someone booked that day and cancelled later that same day, they would have been hit with the fee.  This is very unethical.
Regards,
Elizabeth [redacted]

Review: When I pay fo* a room I expect to get full function of the room. I paid the weeks worth and late* that night I went to use the bathroom and had a bowel movement and the toilet wouldn't work properly. Only a little would go down at a time, so I was up all night trying to flush it down. I tried telling the manage* right away in the morning but he said he didn't have time that he was busy and I would have to wait. He showed up to my room around 8 pm to try to fix it and I told him that I was heading to bed so he would have to come back. He didn't show up fo* two days! When he did show he showed up in the evening and he plunged away at the toilet from 7-8:30 and got it to run a little bit faste* but it still did not operate the way it should. It runs really slow when it flushes and barely at that, plus the tank is running and he says it is suppose to when it isn't. He put toilet pape* in it and it slowly went down so he said that if you need to flush a second time then flush it a second time. He said I could use it but I was skeptical about but I decided that I would go in there and just try to flush it once. When I did flush it the wate* ove* flowed, so I quickly grabbed a containe* and dipped it in the toilet and poured the extra out in the sink until it stopped. I used a towel to clean up the floo* and around the toilet. The next morning I went to him and told him what happened and he said he was too busy and couldn't fix it. Late* that night he showed up with a plumbing snake that I had to suggest to him and tried using it on the toilet and it didn't do any good. It still flushed really slow and was acting the same way as before when it ove* flowed. I told him I need a toilet that isn't going to ove* flow, being handicap I can't take the chance of slipping and falling and I can't be bailing out the toilet at 84 all the time. He said he was too busy to fix it so I had to continue to use the public bathroom fo* the remainde* of the week. During the night when I needed to use the bathroom and I can't make it to my chai* and all the way to the public bathroom I had to use my own personal waste basket. At the end of the week when I approached Mr. [redacted]l I told him that I paid good money fo* a full room and I couldn't use my bathroom so he should let me stay the next week free o* give me anothe* room at a cheape* rate and he said he* couldn't do that, they only have two handicaps and they are reserved when I talked to a maid and she told me there are several. His offe* to me was that fo* all my trouble was that he could let me stay in the same room that has the bad toilet fo* one more night fo* free and then I had to leave and the room will be dirty fo* the next week. I took the night and will be out tomorrow but will be glad to go afte* how he made me feel.Desired Settlement: Lose his class A and get a refund and make sure he repairs all that needs to be repaired in that place and he really shouldn't be doing it while still being open so people have to be inconvenienced as much as they were. I actually saw them lose a custome* while I was here.

Business

Response:

Hello [redacted]

I have been staying at the Microtel Inn in Appleton for a few weeks (during the week) now for work. Initially I was very pleased with the accomodations. My significant other is in a wheelchair and we subsequently require handicap accessible accomodations. A couple weeks ago we were placed in a handicap accessible room in which the shower head was unable to be lowered for him to properly shower. I brought this to the attention of the staff and in fact went into another room to show them what I was talking about. They stated maintanence would address the issue and thanked me for bringing it to their attention.

Last week, I was placed in a different handicap accessible room in which the heater did not work and the room was VERY cold. I was relocated to another room.

Last night (2/10/14) I checked in and in fact was placed in the room 2 weeks ago with the shower issues. They were still not resolved. I then asked to be moved to a different room with a functioning shower. I was then relocated back to the room from last week in which the heater did not work. Low and behold...THAT WAS NOT FIXED EITHER!

To make the entire situation worse, I am a young professional female staying alone for the most part. After being relocated to a THIRD room, shortly after I settled in my room, the room telephone rang. It was another male guest stating that he had seen me at the front desk and wanted to tell me to not worry, but that I was beautiful. I alerted the front staff of this phone call. The desk worker stated he has made other inappropriate gestures to guests and staff. I then received another phone all shortly after midnight with a VERY INAPPROPRIATE SEXUAL comment. I once again alerted the front desk and then had to unplug the room phone.

Needless to say, I am no longer staying at this hotel due to poor room conditions, lack of maintanence and inappropriate guests. Given the number of issues over the past few weeks, I anticipated being refunded for my ABSOLUTELY AWFUL/FRANKLY SCARY night last night and the front desk manager said he would unlikely be able to do that. I am now trying to contact the general manager to further discuss the issues. Furthermore the desk manager this morning told me that the maintanence worker is rarely available for repairs.

At any rate as I said my initial impression was overall good however this has DRASTICALLY changed and I would no longer recommend this hotel at all!!