Monroeville News

Complaint: ***
I am rejecting this response because:
This is all incredibly falseWe were told there were NO other rooms available and I had already paid my balance in full upon check in, and was told there were no refunds at that point as I was past the cancellation periodI was not going to be out over $500 AND choose between either coming up with MORE money to stay at a different hotel, or disappointing my young child and cancelling the vacation entirely. I also have pictures of all of the disgusting things in the room, and have attached the maximum possible (4) here, although I have several more. The room was disgusting, and the customer service is appallingEven your manager/front desk reception viewed the state of the room and agreed it was appalling, although this seems to have been an act on his part after reading about other's experiences with this disgusting hotelGiven that we are not able to handle this amicably and you have the audacity to call me a liar, I will be filing a complaint with the NJ Division of Consumer Affairs and any other resources I come across to hopefully spare others from the same horrible experience
Regards,
*** ***

Response to Complaint ID#[redacted]After reviewing the statement, we unfortunately have to say that the customer's accusations are unjustified and sound fabricated in nature. Several customers that stayed in the room, before and after [redacted] stayed in the room, did not have any complaints and did...

not mention anything about dust, mold or unmade beds. It is a little far fetched to accuse a maintenance man of leaving "clumps" of ceiling tiles on the floor. Also, outside of the hotel being completely booked, it is very unlikely that the manager was unable to give the customer another room if there is an issue. The process of giving the customer another room out of good will is as simple as handing them another key. If there were openings with a comparable room, we either would have offered it to them or gladly allowed them to stay in another room if there were any issues. If there were no room available, as the customer had stated, then it is strange to accuse us of giving them the only dirty room in the entire hotel of satisfied customers. We did not have any complaints from the other dozens of rooms during that time.It is worth mentioning that if there was an issue with their room to begin with, the customer could have simply asked to leave after arriving and ask for a refund, but for unknown reasons, they decided to stay in their room for the entire length of their stay. Also, the other customers had no issue paying their room rate as they were satisfied.