Mission Valley Resort

Revdex.com: I have reviewed the response 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 I have no confirmation of the full refund please provide evidence to [redacted] to prove this is resolved Regards, [redacted]

We are sorry that *** *** feels that we did not provide her with good customer service, General Manger *** *** was in contact with her upon hearing of the loss of their laptops, and started an investigation into the claimUpon completion of the investigation, it was concluded that
the hotel did not have possession of the laptops, he made contacted to inform her that she needs to file a report with the police of the loss to start a claim with their insurance companyAs for her statement about her booking the reservation there are a few errors to it, ***.com does not show pictures of let alone inform you what hotel the reservation will be for until after the booking is completed (page of attachment), so her statement about the picture showing one of our rooms with a couch and refrigerator before she booked the reservation is falseHer reservation came through ***.com (page 2&of attachment) for a standard room with double beds, on their website it shows the room (page 4&of attachment) without a couch and refrigeratorWhen she spoke to the front desk agent about their concerns if they wished to check out, we would have been glad to cancel the reservation without penalty if they contacted the booking agent (***.com)As for the upgrade fee we have room types on property, standard, superior and suites/family units (suites and family units are not advertised to the public) and they have an increased rate of $a night for each levelWe did upgrade her to the family unit room #the next day with a $a night upgrade fee (a $discount) which she paid in cash upon check out (page of attachment), if she had an issue with the fee why was it not contested? I understand that the loss of the laptops and all the memories contained on them is sad, but we are not responsible if a guest who loses their belongings and doesn’t immediately report the loss, why did it take over days to realize they were missing?

This guest was given a 50% discount for the inconveniences that they dealt with during the check in process, the agent informed her that she was discounting the stay for the night the next morning of their limit of 35%, management discounted another 15% when the complaint was emailed to the hotel
before notifying you

Guest was upgraded to a larger room than purchased with *** at no extra chage, and the guest has already been refunded for the $for the second night that she did not stay

The guest *** *** was evicted from the property because he was making a scene in the lobby being very rude and arguing with the front desk agents and refusing to pay his billHe had no form of payment and his credit card was being declined from the authorization for amount due

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
First off, my wife, as I stated in my complaint, asked if the man that approached was the manager, he stated yes, and asked her to not pick the flowersShe started telling him about the room, but again, he just mentioned about the flowers and walked away I have the picture that *** was taking when he approachedShe was taking a picture of a hibiscus plant with hummingbird and was not continuing to pick flowers Again, the manager knew my wife was trying to complain to him about room, but just as he stated in his reply to me, his focus was on flowers, not room conditions, which as the pictures will show, is a huge health concern I have not received a call from the hotel offering a complimentary stay, and his reply to me was vague.I feel that the health deptWill have to be now involved if this is not resolved We would like to have a one night stay at either the Four Point Sheraton or Crown Plaza as I now do not feel comfortable staying in the hotel where the manager is more focused on flowers than a room that is disgusting and is truly not meeting health standards of a hotel.I await the final decision

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Not only are these statements and true, I, the customer was treated very poorly and rude by their night supervisor *** the past two days of my stay hereShe was very unprofessional in dealing with me as a customerI owed the hotel or "resort" no money at the time of my evictionI owed for the week if I would have stayed the week $176, but at the time of eviction I was paid upEven after the PD was called on me *** was still very rude as seen by the Police OfficersI reject their response and want my money back, I will never recommend this place to anyone I knowI was more than a good guest who always payed his bill and gave them more than $2,to stay here and to run a business and to treat the consumer like this is beyond meI was treated like a criminal and I didn't deserve thatI am a Veteran of the Marine Corps and to be treated this poorly by a business I overpaid I don't appreciate thatI also asked several times to speak to the General Manager and he refused my requestsThis in my opinion is highly unprofessional as wellI will tell all my friends and family that this is definitely not a resort and definitely a horrible place to stay and by all means avoid giving this run down hotel your hard earned money.
Regards,
*** ***

Occassionally, there is a black spot in the guestroom bathrooms. It is cleaned as soon as it is noticed. The hotel is not infested with mold as stated by the guest.Hotel management never received any photos emailed from the guest.Guest was checked into room [redacted] on 4/17. She moved to room 405 on 4/19...

on the ground floor. She was upgraded to room [redacted] on 4-29. Then she requested an upstairs room with a balcony and was moved to [redacted] on 5/3. Guest requested room upstairs, she never mentioned needing a ADA room,Guest disputed the start time of the binding contract rate of $89 and on 5-25 to 6-1 the hotel made a mistake and charged the guest a rate lower than the contracted rate.The guest has always been treated professionally and with respect. The guest has never complained of any staff related service issues.There have been paymentissues with this guest.All charges were consistent with the contract. We had some billing issues that were corrected.Guest has never complained of this issue to hotel management. Housekeeping has had limited access to the room because of a big pitbulldog and a "Do Not Disturb" sign posted. Daily around 5-6 PM they requested fresh towels and were given them. We do not have stained, old towels.The hotel is notinfested with bugs. We have a monthly Pest Control contract. They spray the property monthly.We contract with an outside security company from 10PM to 6 AM to patrol the hotel grounds.There are no homeless present at the hotel. Occassionally, they will walkthrough the property but are asked to keep moving:We have rooms specifically for ADA ([redacted]) and ground floor entrance rooms. Guesthas never requested one.This is incorrect.The hotel has a contract with an outside security company from 10 PM to 6 AM daily.

Refund has been processed.

Thank you for your comments,
As a hotelier, we want to provide an experience that is memorable and encourages intent to return. In this case, we were not given an opportunity to resolve any challenges incurred. In order for us to compensate for service recovery, you must give us that opportunity...

to fix the problem. We have a beautiful hotel, that is an older property but well maintaned, clean and very affordable. Our gardens are lush and have many beatiful flowers, these flowers are for the visual enjoyment of all guests. The guest would not be honest if she was saying that she only picked two flowers, as when I asked her to refrain, she already had a bouquet (6 to 8) and was still picking. If everyone chose to pick flower at not just this hotel, but any business that spends thousands of dollars each year for the visual enjoyment of their patrons, we would not have those beautiful gardens. I too visit the gravesites of my relatives, I do not pick flowers from my neighbors yards or close by businesses, I stop at a florist, which is a business for such occasion.
Again, my apologies for all condition issues, I would encourage you to give us another opportunity in the future and would personally handle your reservation to make sure your stay is more enjoyable, as I don't believe you had the opportunity to ejoy the true experience of the Mission Valley Resort.
Sincerely,
[redacted]
General Manager
Mission Valley Resort

Revdex.com:
I have reviewed the response 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.
The hotel says I was given an upgraded room. Oh, please--the first room was filthy, dilapidated and with wet floors.  After complaining I was assigned a room with the scurrying black bugs under the bed pillows.  Then to add insult to injury the hotel applied another charge for an extended stay which did not occur.  Yes the hotel refunded the fraudulent charge as legally they had to do. The stress cannot be measured that I endured at their expense and no other senior citizen should have to experience this.  The owner of this property needs to fulfill his responsibility to the San Diego community by maintaining this property as it is advertised.
Regards,
[redacted]

Revdex.com:
I have reviewed the response 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.
I have no confirmation of the full refund please provide evidence to [redacted] to prove this is resolved
Regards,
[redacted]

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]
The day I called in was the day I got home and started unpacking. It took 5 days because we are in vacation and not worrying about tablets. Our son broke his leg 4 hours after he checked in and we were at the hospital till the following day. If you want record of the hospital bill I can send it, we decided to wait for the upgrade because it was the 4th of July weekend and hotels were booked, and the guy in the front was kind enough to get us another room the following day, never did he say it was a discounted price and we even have him a 20.00 tip for getting us in so fast, the reason we didn't complain was because I called [redacted] and complained to them about giving us the wrong room, before you book the room it asks if you want to see the room that the last person got for the same price we were paying, it was a suite with 2 queen and a fridge and couch. Before booking we made sure it had a fridge because we were there to fish. [redacted] was going to refund the 60.00 we paid cash and then they decided it was the hotels issue not [redacted]. So I did complain just not to the hotel, [redacted] has all the notes if you want to contact them. As for [redacted] the manager I have never talked to him, I left him two voicemails and no response, that's why I had to ask for the GM contact information. The only other person I talked to was from lost and found they asked if I did a police report because they thought someone stole them!! I then told her they were not stolen I left them in the room, she said she would investigate and call me back. The only person who called me was the GM he said he would call me back after a week and he didn't, I work for my cell phone company I can't get the call detail records I was calling and calling and I only got one call back, show me when I spoke to [redacted] the manager. I even asked if they could contact the new person who rented that room no one did, the tablets didn't grow legs and walk away, housekeeping has them or they don't clean as they are supposed to and left them there for the next renters