Monarch Inn

I am rejecting this response because: the crux of their argument claims that we may have received the bites "at the Park" and not at their propertyI did not exhibit any symptoms or areas of irritation until after staying at the Monarch Inn from around 8PM-10AM, thus their argument is weakWhen waking up around 9AM, I realized I had been bitten over twenty times and as my complaint states, a dermatologist confirmed they were bed bug bites the following FridayI would also like to add that the health department inspector noted that the mattress appeared to be new and suggested that the Inn may have replaced the mattress between the time of my wife's first phone call on September 10th and the day the Inn was inspected on Wednesday the 14thThe Inn had several days to remedy the situation before an outside agency intervenedIn my deeper research of the Inn after my stay, I have found extremely poor reviews on YelpOver forty reviews, out of forty one, were three stars or less and almost all commented that they received unpleasant customer serviceI am not the only customer who has had an issue with this business and the individuals who run the businessI continue to be shocked that the management does not want to resolve this issue with a simple reimbursementThey are displaying poor customer service practices and don't seem to understand the consequences of leaving this unresolvedI plan on seeking out websites where I can poorly review the hotel and warn others of their facility and practicesThank you for your time in resolving this frustrating issueI am continuing to seek full reimbursement [redacted] ***

I am rejecting this response because: Their account of the situation is a lieI was called by an employee seeking credit card information siting some problemI did not give any information and asked him to cancel my reservationAfter I hung up I called Expedia and asked them to cancel my reservationMy mistake was not going on line to cancelI was wrong in assuming two phone calls would be sufficientI received a voicemail on 9/20/from a female employee of the Inn stating that they need my credit card information and stating that if they do not get it, they will cancel my reservationI did not get the message until after my trip because my iPhone voicemail notification does not workI still have that voicemail recording as evidence

We acknowledge that we received your information regarding the complaint of Bed Bugs by guest *** ***, from your office: ID ***We also received this same complaint from our local health departmentThe local health department assisted us in the inspection of the room, the bedding,
headboards, and area but we found nothingI’m not sure where this customer obtained these bites from, but we can affirm that they did not arise from the stay at our propertyAs we are a property where guest visit Yosemite, it is likely that they received the bites at the park and assumed that they were obtained at our property We take insect and pest control very seriously as we have many international travelers at our property throughout the year and the potential of them bringing these into our property is very realWe also have regular monthly inspections and spraying from our pest control contractor to address any other pests that might be in our mountain areaThank you for your notice and sharing this information with usUnfortunately, we can’t address the problem nor take responsibility as we did the in depth inspection and found nothingSincerely,

I am rejecting this response because: Their account of the situation is a lie. I was called by an employee seeking credit card information siting some problem. I did not give any information and asked him to cancel my reservation. After I hung up I called Expedia and asked them to cancel my reservation. My mistake was not going on line to cancel. I was wrong in assuming two phone calls would be sufficient. I received a voicemail on 9/20/17 from a female employee of the Inn stating that they need my credit card information and stating that if they do not get it, they will cancel my reservation. I did not get the message until after my trip because my iPhone 6 voicemail notification does not work. I still have that voicemail recording as evidence.

I am rejecting this response because: the crux of their argument claims that we may have received the bites "at the Park" and not at their property. I did not exhibit any symptoms or areas of irritation until after staying at the Monarch Inn from around 8PM-10AM, thus their argument is weak. When waking up around 9AM, I realized I had been bitten over twenty times and as my complaint states, a dermatologist confirmed they were bed bug bites the following Friday. I would also like to add that the health department inspector noted that the mattress appeared to be new and suggested that the Inn may have replaced the mattress between the time of my wife's first phone call on September 10th and the day the Inn was inspected on Wednesday the 14th. The Inn had several days to remedy the situation before an outside agency intervened. In my deeper research of the Inn after my stay, I have found extremely poor reviews on Yelp. Over forty reviews, out of forty one, were three stars or less and almost all commented that they received unpleasant customer service. I am not the only customer who has had an issue with this business and the individuals who run the business. I continue to be shocked that the management does not want to resolve this issue with a simple reimbursement. They are displaying poor customer service practices and don't seem to understand the consequences of leaving this unresolved. I plan on seeking out websites where I can poorly review the hotel and warn others of their facility and practices. Thank you for your time in resolving this frustrating issue. I am continuing to seek full reimbursement. [redacted]

THE GUEST WAS A NO SHOW!!! NO CANCELLATION WAS RECEIVED!!!
Guest booked the reservation on July 18, 2017 at 9:25pm agreed to the terms of
the reservation including the 48 hr cancellation and the charge of the
reservation they were a no show. The original credit card declined for the
guarantee of...

the reservation and the guest contacted to get updated credit card
information, to which they gladly provided for the reservation. If guest is
able to provide a cancellation letter or number I will gladly refund the funds.
If however the information we have is correct and the guest failed to cancel the
reservation and was in fact a NO SHOW, then no refund is due as they were
charged based on agreed terms of reservation.
 
If guest had contacted the property to cancel they would
have been redirected to Expedia as we are not able to cancel any 3rd party
reservations. Also if guest had not updated there Credit Card information after
attached message was sent to guarantee the reservation the reservation would
have, by default been canceled. Instead guest updated the Credit Card to
guarantee the reservation.
Please see Attached screen shots showing no cancellation was
received  and guest is responsible for
the charges.
If the Revdex.com needs anything further from us to close this case
please let us know.
Thank you, [redacted] S.
Manager