Milroy Hospitality

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] There are many accusations in the response, such as the time the reservations were made, and the indications that we refused to move, etcI made a reservation for 10/27-10/online on 10/17/I added an additional reservation for the night of 10/on 10/22/When we arrived at the hotel on 10/we requested that we not have to move after the first night, and that if it was possible, we could group the two reservations together in order to stay in the same roomThe desk clerk did something on the computer and made it so that we could stay in the same roomOn 10/we smelled smoke late at nightWe went to the front desk to tell them that it was irritating to my wife's asthmaMy wife asked if the desk clerk went behind the hotel to smoke (since our room is right next to the desk)She did not accuse at allThe clerk walked up and down the hallways that night, and when I left in the morning she said that she had smelled the smoke as wellWhen I noticed the discrepancies on the charges, I went back into the hotel, and was informed that there was nothing they could do about it, that the price was grayed out and that I should contact the travel agency that I made the reservations throughThe clerk was very rude, and never once said that it would be looked into, or that they would ever make a changeI even called after leaving - where we did indeed get rude back with the extremely rude clerk - and was told the same thing - that they could not, nor would not change itAfter contacting the travel agency I made the reservations through, I also filed this complaintTwo weeks after my stay, I called the hotel againA different clerk answered the phone, said they would have to speak with the manager, and would call me backTwenty minutes later I received a call back, and was informed I would receive a refundSince I have received a refund, I no longer wish to pursue this complaint, but the hotel is outright lying in it's response, and I want to be on record as reporting such Regards, [redacted]

Dear Revdex.com,The guest had made an online reservation #[redacted] for arrival 10/26, departure 10/27. The room number was [redacted]. Upon arrival 10/26, a new reservation was made online for arrival on 10/27 departure of 10/31. Since the reservation was made online, the room number...

booked was different than the one guest was staying in. The hotel was at full occupancy so we had to adjust several rooms to accommodate the guest in the same room. Guest came to front desk late 10/26 and refused to check out and move to [redacted] the next day. Was told we would try to accommodate but it would take us a little bit because of the length of stay of several other guest and could maybe not be possible but we would try and let them know. Guest then told 2nd shift front desk clerk it was her problem and she would not be moving out of [redacted] and left desk area. Guest then approached the front desk on 10/29 saying that it smelled like someone was smoking, front desk (clerk 3rd shift) assured her that she would check everything out as this is 100% non-smoking. Guest then addressed front desk clerk that maybe it was her smoking at the front desk, she assured her that was positively not the case. Guest stated she had asthma and had to use her inhaler on several occasions. We also checked camera footage to make sure front desk agent was not smoking at the desk as a way to confirm. Guest approached the front desk multiple times with the same complaint. Front desk clerk noted in the communication log of the guest complaint so all other staff coming in were aware. 10/30/14 all rooms were thoroughly checked and no signs of smoking were found. At check out on the 31" Front Office Manager was on duty, was told there was a mistake in the billing on pricing. There was a mistake due to the multiple reservations and changing of rooms, being made online etc. Guest was told that it would be looked into for the price difference and if error was found it would be refunded. Guest then complained about smoking in the hotel and made the assumption again that the front desk clerk could have been smoking. Office Manager said this was positively not the case and that no staff would ever smoke in the hotel. Complaints continued with the guest swearing, yelling and verbally abusing the situation. As it continued the Office Manager then ask them to politely leave because of the abrasiveness. Due to the reservations being online it took a while to assess the situation of the pricing and there was a difference and the guest’s card was immediately refunded when issue was cleared. Refund amount was $74.52 on MasterCard (trans #285.150) which was the difference of the online pricing on 10/31/14 at 8:27am. We apologized to theguest several times about the Smoke smell, and thoroughly investigated the situation. There was no evidence of smoking found and we gladly refunded the difference right away. The guest was impatient, but we were doing everything possible to accommodate them and make them feel comfortable.Please contact me directly with any further questions or concerns.
Thanks,
Dip S
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. There are many false accusations in the response, such as the time the reservations were made, and the indications that we refused to move, etc. I made a reservation for 10/27-10/31 online on 10/17/2014. I added an additional reservation for the night of 10/26 on 10/22/2014. When we arrived at the hotel on 10/26 we requested that we not have to move after the first night, and that if it was possible, we could group the two reservations together in order to stay in the same room. The desk clerk did something on the computer and made it so that we could stay in the same room.
On 10/29 we smelled smoke late at night. We went to the front desk to tell them that it was irritating to my wife's asthma. My wife asked if the desk clerk went behind the hotel to smoke (since our room is right next to the desk). She did not accuse at all. The clerk walked up and down the hallways that night, and when I left in the morning she said that she had smelled the smoke as well.
When I noticed the discrepancies on the charges, I went back into the hotel, and was informed that there was nothing they could do about it, that the price was grayed out and that I should contact the travel agency that I made the reservations through. The clerk was very rude, and never once said that it would be looked into, or that they would ever make a change. I even called after leaving - where we did indeed get rude back with the extremely rude clerk - and was told the same thing - that they could not, nor would not change it.
After contacting the travel agency I made the reservations through, I also filed this complaint. Two weeks after my stay, I called the hotel again. A different clerk answered the phone, said they would have to speak with the manager, and would call me back. Twenty minutes later I received a call back, and was informed I would receive a refund.
Since I have received a refund, I no longer wish to pursue this complaint, but the hotel is outright lying in it's response, and I want to be on record as reporting such.
Regards,
[redacted]

Review: I reserved a room at this hotel for four nights - October 27-31 - at $72.89 per night, plus taxes. When I checked out the morning of the 31st I was charged $89.98 per night. When I complained to the person at the front desk - who identified herself as a manager - she stated that they didn't change anything, and that they couldn't help me. I even offered that they give me a free night since the person next to us on one night was smoking in a smoke-free hotel and irritated my wife's asthma. She called me a liar by saying that no one was smoking at all, and refused even this compromise. I contacted the travel company I made the reservation through, and they said that it was reserved at the lower price.Desired Settlement: I would like a refund of the difference in price from when I reserved it as compared to what I was charged- $17.09 per night for a total of $68.36. And an apology for how rude the front desk person was would be nice.

Business

Response:

Dear Revdex.com,The guest had made an online reservation #[redacted] for arrival 10/26, departure 10/27. The room number was [redacted]. Upon arrival 10/26, a new reservation was made online for arrival on 10/27 departure of 10/31. Since the reservation was made online, the room number booked was different than the one guest was staying in. The hotel was at full occupancy so we had to adjust several rooms to accommodate the guest in the same room. Guest came to front desk late 10/26 and refused to check out and move to [redacted] the next day. Was told we would try to accommodate but it would take us a little bit because of the length of stay of several other guest and could maybe not be possible but we would try and let them know. Guest then told 2nd shift front desk clerk it was her problem and she would not be moving out of [redacted] and left desk area. Guest then approached the front desk on 10/29 saying that it smelled like someone was smoking, front desk (clerk 3rd shift) assured her that she would check everything out as this is 100% non-smoking. Guest then addressed front desk clerk that maybe it was her smoking at the front desk, she assured her that was positively not the case. Guest stated she had asthma and had to use her inhaler on several occasions. We also checked camera footage to make sure front desk agent was not smoking at the desk as a way to confirm. Guest approached the front desk multiple times with the same complaint. Front desk clerk noted in the communication log of the guest complaint so all other staff coming in were aware. 10/30/14 all rooms were thoroughly checked and no signs of smoking were found. At check out on the 31" Front Office Manager was on duty, was told there was a mistake in the billing on pricing. There was a mistake due to the multiple reservations and changing of rooms, being made online etc. Guest was told that it would be looked into for the price difference and if error was found it would be refunded. Guest then complained about smoking in the hotel and made the assumption again that the front desk clerk could have been smoking. Office Manager said this was positively not the case and that no staff would ever smoke in the hotel. Complaints continued with the guest swearing, yelling and verbally abusing the situation. As it continued the Office Manager then ask them to politely leave because of the abrasiveness. Due to the reservations being online it took a while to assess the situation of the pricing and there was a difference and the guest’s card was immediately refunded when issue was cleared. Refund amount was $74.52 on MasterCard (trans #285.150) which was the difference of the online pricing on 10/31/14 at 8:27am. We apologized to theguest several times about the Smoke smell, and thoroughly investigated the situation. There was no evidence of smoking found and we gladly refunded the difference right away. The guest was impatient, but we were doing everything possible to accommodate them and make them feel comfortable.Please contact me directly with any further questions or concerns.Thanks, Dip SGeneral Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. There are many false accusations in the response, such as the time the reservations were made, and the indications that we refused to move, etc. I made a reservation for 10/27-10/31 online on 10/17/2014. I added an additional reservation for the night of 10/26 on 10/22/2014. When we arrived at the hotel on 10/26 we requested that we not have to move after the first night, and that if it was possible, we could group the two reservations together in order to stay in the same room. The desk clerk did something on the computer and made it so that we could stay in the same room.