Milford Plaza Hotel

Review: We came back to our hotel room around 9:15 PM after a long day only to find that our air conditioner was not working properly during the heat wave. We called down to guest services to request someone to look at our air conditioner. After waiting for a half an hour without anyone showing up, my boyfriend called guest services again to report the issue again. When the maintenance person came to look at the A/C, he said that the unit was broken and the whole thing needed to be switched out. He took the unit out and dirtied not only the carpet but also all of our pillows and blankets because the room was so small. He got a replacement unit and another maintenance personal to come assist him. The other man was very vulgar. He was having difficulty in placing the new unit back in. He was kicking it and cursing all the while we were standing in our room trying to avoid all the dirt that was flying around. By the time he was done with everything it was already 9:40 PM. He said he would ask housekeeping to come to vacuum our carpet and change our linens. After waiting 20 minutes with no service, I went down to the front desk myself and asked to speak to the manager. I asked to be switched into another room because it was getting late, we had an early day the next morning and we had waited much too long. The manager spoke with housekeeping directly, or so he claimed, and said that they were short on staff. He also said it would not be possible to switch rooms because they were fully booked. The best he could do was take some money off of our bill. I reluctantly agreed, as there seemed to be no other option. He told me to wait in the room until housekeeping came around. After waiting another 20 minutes, my boyfriend went downstairs to front desk at around 10:20 PM to complain again. The manager apologized and said he would bring linens, which he did. He did not bring us the correct linens, and we had to make our own bed. The hotel industry is all about providing services to the guest and I do not feel the service they provided were adequate enough for me to spend money on. The AC was not fixed in a timely or civilized manner. Housekeeping never came up, we had to stay in a dirty room with linens that we had to put on the bed ourselves. This type of service is simply unacceptable.Desired Settlement: I would like a refund in the form of cash or check of the $101.05 that I had to pay for incompetent and inept services.

Business

Response:

We extend our sincere apologies to [redacted] for the room deficiencies and service issues she experienced during her recent stay with us.

While our engineers who assisted with the air conditioning replacement refute the claim that they used inappropriate language, there was a delay in relaying the request to Housekeeping (we were sold out, making a room change impossible).

Although we do work with a smaller Housekeeping staff on the overnight shift, there is always someone available to deliver linens (and make up beds), towels, or any other guest requests and we are truly sorry that we did not respond in a timely manner with the right size sheets or make up the bed. This is not the level of service we aspire to or normally deliver.

It is never our intention to disappoint our guests and we sincerely having disappointed [redacted] and her boyfriend. The refund requested in her complaint was processed on August [redacted] to the credit card that we have on file.

We hope that [redacted] will return in future and allow us the opportunity to recapture her confidence in us.

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 and the matter has been resolved.

Sincerely,