[redacted] and his girlfriend stayed with us the night of June for a wedding reception hereThey were in Room The next morning both Room and Room talked to me and said that they were awakened about 4AM by arguing and a physical altercation in Room Room pointed to a corner of their room and said they heard someone get shoved up against the wall more than onceWhen I looked in Room after [redacted] checked out I found the wall lampshade was totally des***ed, all that was left was the rimThe wall lampshade was in the same corner where Room said they heard someone get shoved against that corner wall Room said basically the same thing, hearing arguing and loud noises up against the walls Room also said they heard people in the hall knocking on ***s door about 430AM and [redacted] would not come to the door but kept yelling "Just leave me F.......alone" Both Room and Room called the Front Desk to report the noise but ***, the manager, did not hear the phone because she was vacuuming up a mess in the lobbyBoth rooms said they felt the police should be called but when the Front Desk did not answer the call did not get made About the same time I was upstairs talking with the people in these two rooms, [redacted] was down in the lobby checking out and he told Susan at the Front Desk that he had bumped the lampshade and that we might need a new one***, the manager, overheard the conversation The owner feels the noise complaint is valid...the arguing, the shouting, the physical altercation, the broken lampshade, all reports say it is Room The hotel owner is willing to subtract $from what is charged on ***'s card Please contact me if you need more information Thanks, [redacted] Travelers Inn Guest Relations Mgr [redacted] ***
Thank you for the follow up and when this letter came to my attention it was past the date that the guest wanted to stay with us so I apologize that you did not
hear from meI did not respond since it was past the date they wanted to stay with us so I felt it was a moot point.
Having already talked with this couple three times I am not sure what more I can say about the situationI am the Owner Representative at this hotel and as I explained to them that as his representative I would discuss the situation with him to see how he wished to resolve itTheir request for his personal phone number was not something I could provide for themI also explained that the Front Desk manager is dealing with an organ transplant situation so it was an oversight that misinformation was given out regarding their room rentalNew employees and training is an ongoing issue everywhere and the learning curve can not be predictedNaturally I followed up with staff regarding this situationAgain, I apologizeI would expect there will be some personnel changes here and perhaps we can work with them again in the future
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
If the person that answered the complaint is the owners representative then they failed in their position. There was no response from the company as to how the owner wanted to work out the situation. Also, as the owners representative it is their job to follow up to make sure that all policies are followed. The computer should have showed that the weekend required nights. If an employee is out dealing with medical issues, that is not a problem for the consumer to deal with. This customer was inform weeks after the room has been reserved for (weeks before the event in question). The business will NEVER work with me again as they are not willing to try to work out a solution and they throw their employees under the bus, so that upper management does not take the blame.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We have spoken with the Travelers Inn several times over the course of the last few weeks. Never once did they give us this story they have submitted to you. They told us repeatedly that these charges were not for the lamp shade and that they believe that we were not the cause of the noise complaint but that the owner would not reverse the charges. [redacted], the manager, also told us to contact our credit card company and declare fraud. She even whispered, "Don't tell anyone I said that." We were also woken up at 4 AM from altercations in the hallway OUTSIDE our door. We could not contact the front desk because the phone and alarm clock in our room was inoperable. If someone truly felt that someone was being beaten or thrown up against walls, then why wasn't anything done at that time and why weren't we notified about these charges before charging my credit card? When I checked out the next morning and explained that the lamp shade fell off, I was told that the lamp shades are poor quality and that they wouldn't charge me. Repeatedly over the course of the last few weeks, [redacted] and [redacted] told us that the charges were not for the lampshade but for a noise complaint. We explained to them several times that the noise came from the hallway outside our room. We were also woken up from the altercations in the hallway and explained this several times to both [redacted] and [redacted]. Regardless, we have a receipt from the following morning saying we would only be charged our nights stays even after talking to them about the broken lampshade. We were never given a receipt or talked to about the noise complaint UNTIL we called them several days after our stay and asked them about the additional charges to our credit card. I do not agree with their story. I believe we cannot be charged for a noise complaint that was not us. Just because there were altercations outside of our room, does not mean it was us. I believe it is unethical and unprofessional to charge someone without talking with them, giving them a receipt, or communicating about the problem. We were told by [redacted] that we would get half of our money back two weeks ago. That is $152.27, not $139.00. We are not satisfied with this nor have we gotten any amount of money back. We find it completely wrong that we were never warned or talked to. Had they of warned us, they would have known that the noise was not us. They can not prove that the noise was us. We also find it very wrong that the total cost of our hotel nights were less than the noise complaint charge.
Regards,
[redacted]
[redacted] and his girlfriend stayed with us the night of June 21 for a wedding reception here. They were in Room 317. The next morning both Room 315 and Room 319 talked to me and said...
that they were awakened about 4AM by arguing and a physical altercation in Room 315. Room 315 pointed to a corner of their room and said they heard someone get shoved up against the wall more than once. When I looked in Room 317 after [redacted] checked out I found the wall lampshade was totally des[redacted]ed, all that was left was the rim. The wall lampshade was in the same corner where Room 315 said they heard someone get shoved against that corner wall.
Room 319 said basically the same thing, hearing arguing and loud noises up against the walls.
Room 319 also said they heard people in the hall knocking on [redacted]s door about 430AM and [redacted] would not come to the door but kept yelling "Just leave me F.......alone"
Both Room 315 and Room 319 called the Front Desk to report the noise but [redacted], the manager, did not hear the phone because she was vacuuming up a mess in the lobby. Both rooms said they felt the police should be called but when the Front Desk did not answer the call did not get made.
About the same time I was upstairs talking with the people in these two rooms, [redacted] was down in the lobby checking out and he told Susan at the Front Desk that he had bumped the lampshade and that we might need a new one. [redacted], the manager, overheard the conversation.
The owner feels the noise complaint is valid...the arguing, the shouting, the physical altercation, the broken lampshade, all reports say it is Room 317. The hotel owner is willing to subtract $139 from what is charged on [redacted]'s card.
Please contact me if you need more information.
Thanks, [redacted]
Travelers Inn Guest Relations Mgr
[redacted]
Please contact the people who filed the complaint. We refunded their money quite some time ago.
Thank you,
[redacted]
Travelers Inn New Lisbon
cell [redacted]
[redacted] and his girlfriend stayed with us the night of June for a wedding reception hereThey were in Room The next morning both Room and Room talked to me and said that they were awakened about 4AM by arguing and a physical altercation in Room Room pointed to a corner of their room and said they heard someone get shoved up against the wall more than onceWhen I looked in Room after [redacted] checked out I found the wall lampshade was totally des***ed, all that was left was the rimThe wall lampshade was in the same corner where Room said they heard someone get shoved against that corner wall Room said basically the same thing, hearing arguing and loud noises up against the walls Room also said they heard people in the hall knocking on ***s door about 430AM and [redacted] would not come to the door but kept yelling "Just leave me F.......alone" Both Room and Room called the Front Desk to report the noise but ***, the manager, did not hear the phone because she was vacuuming up a mess in the lobbyBoth rooms said they felt the police should be called but when the Front Desk did not answer the call did not get made About the same time I was upstairs talking with the people in these two rooms, [redacted] was down in the lobby checking out and he told Susan at the Front Desk that he had bumped the lampshade and that we might need a new one***, the manager, overheard the conversation The owner feels the noise complaint is valid...the arguing, the shouting, the physical altercation, the broken lampshade, all reports say it is Room The hotel owner is willing to subtract $from what is charged on ***'s card Please contact me if you need more information Thanks, [redacted] Travelers Inn Guest Relations Mgr [redacted] ***
Thank you for the follow up and when this letter came to my attention it was past the date that the guest wanted to stay with us so I apologize that you did not
hear from meI did not respond since it was past the date they wanted to stay with us so I felt it was a moot point.
Having already talked with this couple three times I am not sure what more I can say about the situationI am the Owner Representative at this hotel and as I explained to them that as his representative I would discuss the situation with him to see how he wished to resolve itTheir request for his personal phone number was not something I could provide for themI also explained that the Front Desk manager is dealing with an organ transplant situation so it was an oversight that misinformation was given out regarding their room rentalNew employees and training is an ongoing issue everywhere and the learning curve can not be predictedNaturally I followed up with staff regarding this situationAgain, I apologizeI would expect there will be some personnel changes here and perhaps we can work with them again in the future
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
If the person that answered the complaint is the owners representative then they failed in their position. There was no response from the company as to how the owner wanted to work out the situation. Also, as the owners representative it is their job to follow up to make sure that all policies are followed. The computer should have showed that the weekend required nights. If an employee is out dealing with medical issues, that is not a problem for the consumer to deal with. This customer was inform weeks after the room has been reserved for (weeks before the event in question). The business will NEVER work with me again as they are not willing to try to work out a solution and they throw their employees under the bus, so that upper management does not take the blame.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We have spoken with the Travelers Inn several times over the course of the last few weeks. Never once did they give us this story they have submitted to you. They told us repeatedly that these charges were not for the lamp shade and that they believe that we were not the cause of the noise complaint but that the owner would not reverse the charges. [redacted], the manager, also told us to contact our credit card company and declare fraud. She even whispered, "Don't tell anyone I said that." We were also woken up at 4 AM from altercations in the hallway OUTSIDE our door. We could not contact the front desk because the phone and alarm clock in our room was inoperable. If someone truly felt that someone was being beaten or thrown up against walls, then why wasn't anything done at that time and why weren't we notified about these charges before charging my credit card? When I checked out the next morning and explained that the lamp shade fell off, I was told that the lamp shades are poor quality and that they wouldn't charge me. Repeatedly over the course of the last few weeks, [redacted] and [redacted] told us that the charges were not for the lampshade but for a noise complaint. We explained to them several times that the noise came from the hallway outside our room. We were also woken up from the altercations in the hallway and explained this several times to both [redacted] and [redacted]. Regardless, we have a receipt from the following morning saying we would only be charged our nights stays even after talking to them about the broken lampshade. We were never given a receipt or talked to about the noise complaint UNTIL we called them several days after our stay and asked them about the additional charges to our credit card. I do not agree with their story. I believe we cannot be charged for a noise complaint that was not us. Just because there were altercations outside of our room, does not mean it was us. I believe it is unethical and unprofessional to charge someone without talking with them, giving them a receipt, or communicating about the problem. We were told by [redacted] that we would get half of our money back two weeks ago. That is $152.27, not $139.00. We are not satisfied with this nor have we gotten any amount of money back. We find it completely wrong that we were never warned or talked to. Had they of warned us, they would have known that the noise was not us. They can not prove that the noise was us. We also find it very wrong that the total cost of our hotel nights were less than the noise complaint charge.
Regards,
[redacted]
[redacted] and his girlfriend stayed with us the night of June 21 for a wedding reception here. They were in Room 317. The next morning both Room 315 and Room 319 talked to me and said...
that they were awakened about 4AM by arguing and a physical altercation in Room 315. Room 315 pointed to a corner of their room and said they heard someone get shoved up against the wall more than once. When I looked in Room 317 after [redacted] checked out I found the wall lampshade was totally des[redacted]ed, all that was left was the rim. The wall lampshade was in the same corner where Room 315 said they heard someone get shoved against that corner wall.
Room 319 said basically the same thing, hearing arguing and loud noises up against the walls.
Room 319 also said they heard people in the hall knocking on [redacted]s door about 430AM and [redacted] would not come to the door but kept yelling "Just leave me F.......alone"
Both Room 315 and Room 319 called the Front Desk to report the noise but [redacted], the manager, did not hear the phone because she was vacuuming up a mess in the lobby. Both rooms said they felt the police should be called but when the Front Desk did not answer the call did not get made.
About the same time I was upstairs talking with the people in these two rooms, [redacted] was down in the lobby checking out and he told Susan at the Front Desk that he had bumped the lampshade and that we might need a new one. [redacted], the manager, overheard the conversation.
The owner feels the noise complaint is valid...the arguing, the shouting, the physical altercation, the broken lampshade, all reports say it is Room 317. The hotel owner is willing to subtract $139 from what is charged on [redacted]'s card.
Please contact me if you need more information.
Thanks, [redacted]
Travelers Inn Guest Relations Mgr
[redacted]
Please contact the people who filed the complaint. We refunded their money quite some time ago.
Thank you,
[redacted]
Travelers Inn New Lisbon
cell [redacted]