Please see my prior email and I look forward to your reply. I would appreciate answers to my questions. As stated earlier, my complaint was not the only complaint
that night. I still have not received have not received an explanation as to why I was unable to check in and there was no front desk help that afternoon. I would think a major hotel would have to have someone at the front desk even in an emergency situationHow else can you provide customer service? It appears there was total chaos that Saturday afternoon. Do you know who made the reservation with hotels.com? If you have the reservation/confirmation information, I would like to contact hotels.comI have stayed at many hotels worldwide and have never encountered a situation like this
Sincerely,
*** ***---------- Original Message ----------From: "*** *** ***To: ***Subject: Stay refund at Sleep Inn & Suites, Sheboygan.Date: Sat, Sep 12:54:-Good Afternoon ***
The management & entire team of Sleep Inn & Suites wants to sincerely apologize to you for failing to meet your expectations regarding charges for your stay on August 27, The reservation made by you was an Advance PurchaCancel-reservation made through Hotels.comThe hotel had your room available till next day check-out time and we had rooms in the hotel left to sell that nightAs per your comment in guest complaint, the information given to you by guests in the lobby was not correct that the hotel had no rooms availableThe hotel always holds room for confirmed reservations till next day check-out timeOur night auditor's note also confirmed your reservation was a No Show reservation for 08-27-For any reservations made through other booking agencies, the hotel cannot cancel reservations unless these are cancelled through the booking agencies from where they were bookedAny Advance purchaCancel reservation is not entitled to any refunds as these are pre-paid no cancel reservationsThe hotel did not receive any cancellation request from your booking agent since the reservation was No CancelHence we will not be able to give any refund for this reservation I can assure you that we value each and every guest and the hotel follows the reservation and cancellation policies per Choice Hotel standards
Sincerely,
*** ***GMSleep Inn and Suites
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.]
This response does not satisfy me. I still have not received an appropriate response from the Sleep Inn regarding Saturday, August 27, 2016. There was no front desk support. This is very interesting. Daniel Ziegler, my nephew, spoke with the Sleep Inn after the fact and was advised by the hotel that three members of the hotel staff were injured in car accident on the way to the hotel that day and had to be taken to the hospital. That is tragic, but the hotel needs to have a back up plan. The situation at the hotel was total chaos. I almost thought of calling the Sheboygan Police Department. I am not the only unhappy camper. See Megan B. She had booked blocks of wedding party rooms and described the situation as a wedding disaster. I have complaints with Guest Relations at Choice Hotels International and the Department of Agriculture, Trade and Consumer Protection. You can also contact the LaQunita Inn in Sheboygan this Sleep Inn reservation. They were unable to contact the Sleep Inn
Regards,
*** ***
The guest had a NO CANCEL PREPAYMENT REQUIREDreservation for our hotel booked through Hotels.com for 08-27-The guest in response to his querry was sent first an e-mail & a follreply e-mail:
a) The first email that was send was:
"The reservation made was an Advance PurchaCancel-reservation made through Hotels.comThe hotel had the Guest Room available till next day check-out time and we had rooms in the hotel left to sell that nightAs per the comment in guest complaint, the information given to him by guests in the lobby was not correct that the hotel had no rooms availableThe hotel always holds room for confirmed reservations till next day check-out timeOur night auditor's note also confirmed your reservation was a No Show reservation for 08-27-For any reservations made through other booking agencies/ Third Party like Hotel.com, the hotel cannot cancel reservations unless these are cancelled through the booking agencies from where they were bookedAny Advance purchaCancel reservation is not entitled to any refunds as these are pre-paid no cancel reservationsThe hotel did not receive any cancellation request from the booking agent since the reservation was No CancelHence we will not be able to give any refund for this reservation."
b) The Follreply was:
"The Guest was informed that we did call up hotels.com today and the reservation confirmation # was through hotels.com and was No Cancel- Prepayment Required booking made with Hotels.comThe hotel has a phone at the front desk which has a note for the guests to pick-up- to contact staff on duty so that they can come to help the guests right awayThe other staff on duty could have been on the floors making sure that the rooms were ready and one front desk agent did not report for duty that afternoon and it can happen in any organization that a staff may be sick and is not able to come - circumstances beyond anyone's control.Guest was further informed to contact hotels.com with the above confirmation number provided to get the details you may need for your reservation."
So, per our hotel policy it was a No-Show No Cancel Reservation which cannot be refundedWe always have Front Desk staff in the hotel for our guests to take care of their needs and accommodations."
Kim with our first response e-mail and the follow up e-mail response, we are clear and per the booking details of Guest (No Show NO CANCEL PREPAYMENT REQUIRED), no refund is due to guest plus by booking under special code guest did receive a discounted Rate.` ,
Please feel free to contact me for any other clarification needed in this regard*** ***
GM
Sleep Inn & Suites, Sheboygan, WI
My sisters and our daughters met in Sheboygan, WIfor our annual girls weekendWe live in various parts of Minnesota and Wisconsin so our children rarely get to spend time together and we thought it would be great to spend Memorial Day Weekend in SheboyganHalf of us reserved rooms at the Sleep Inn & Suites in SheboyganWe checked into the hotel on Friday afternoon but upon checking our hotel room, we came across a bed bug between the mattress and box springThe maintenance person came to the room and took the bug, when he returned he informed us that he “disposed” of the bug but insisted it was not a bed bug; however, they had us move to rooms on a different floorWe didn’t find anything that evening but found a bed bug crawling on a pillow that was on the floor the next morningThis time the maintenance man agreed it was a bed bug but told us that it would be to hours before an exterminator could clean the room, due to the fact that it was a holiday weekendAfter speaking to a supervisor/owner, he changed his story and said that he couldn’t confirm it was a bed bug and even suggested that we brought it into the hotel!
Our Memorial Day weekend, which we took vacation time from work to attend, was meant to allow us the time to relax and catch up with each other, got cut short because of the possibility that we had bed bugs in our cars, clothing, and bodyWe spent the remainder of the weekend cleaning our luggage, car seats, and vehicles while our children cried because they didn’t get to swim with their cousins all weekend like they were promisedMy experience at the Sleep Inn & Suites was insulting, from the rescinded admittance of the issue to accusing me of bringing the bed bug to the hotelI am further disgusted by the reaction of the corporate office and their refusal to ensure we are made whole by our experienceSomehow, my family is being held financially responsible for the quality of the room we were providedNot only were we forced to pay for the night we stayed at the hotel, we have also been charged for a night we did notTo reiterate, the hotel moved us on Friday night because there was a bug in our room, the maintenance man agreed it was a bed bug we found on Saturday morning, and the hotel stated that it was going to be 24-hours before the hotel could be professionally cleanedI have since confirmed with Sheboygan County Public Health that Sleep Inn & Suites had the rooms heat-treated for bed bugs, yet they refuse to take responsibility for the issue
Please see my prior email and I look forward to your reply. I would appreciate answers to my questions. As stated earlier, my complaint was not the only complaint
that night. I still have not received have not received an explanation as to why I was unable to check in and there was no front desk help that afternoon. I would think a major hotel would have to have someone at the front desk even in an emergency situationHow else can you provide customer service? It appears there was total chaos that Saturday afternoon. Do you know who made the reservation with hotels.com? If you have the reservation/confirmation information, I would like to contact hotels.comI have stayed at many hotels worldwide and have never encountered a situation like this
Sincerely,
*** ***---------- Original Message ----------From: "*** *** ***To: ***Subject: Stay refund at Sleep Inn & Suites, Sheboygan.Date: Sat, Sep 12:54:-Good Afternoon ***
The management & entire team of Sleep Inn & Suites wants to sincerely apologize to you for failing to meet your expectations regarding charges for your stay on August 27, The reservation made by you was an Advance PurchaCancel-reservation made through Hotels.comThe hotel had your room available till next day check-out time and we had rooms in the hotel left to sell that nightAs per your comment in guest complaint, the information given to you by guests in the lobby was not correct that the hotel had no rooms availableThe hotel always holds room for confirmed reservations till next day check-out timeOur night auditor's note also confirmed your reservation was a No Show reservation for 08-27-For any reservations made through other booking agencies, the hotel cannot cancel reservations unless these are cancelled through the booking agencies from where they were bookedAny Advance purchaCancel reservation is not entitled to any refunds as these are pre-paid no cancel reservationsThe hotel did not receive any cancellation request from your booking agent since the reservation was No CancelHence we will not be able to give any refund for this reservation I can assure you that we value each and every guest and the hotel follows the reservation and cancellation policies per Choice Hotel standards
Sincerely,
*** ***GMSleep Inn and Suites
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.]
This response does not satisfy me. I still have not received an appropriate response from the Sleep Inn regarding Saturday, August 27, 2016. There was no front desk support. This is very interesting. Daniel Ziegler, my nephew, spoke with the Sleep Inn after the fact and was advised by the hotel that three members of the hotel staff were injured in car accident on the way to the hotel that day and had to be taken to the hospital. That is tragic, but the hotel needs to have a back up plan. The situation at the hotel was total chaos. I almost thought of calling the Sheboygan Police Department. I am not the only unhappy camper. See Megan B. She had booked blocks of wedding party rooms and described the situation as a wedding disaster. I have complaints with Guest Relations at Choice Hotels International and the Department of Agriculture, Trade and Consumer Protection. You can also contact the LaQunita Inn in Sheboygan this Sleep Inn reservation. They were unable to contact the Sleep Inn
Regards,
*** ***
The guest had a NO CANCEL PREPAYMENT REQUIREDreservation for our hotel booked through Hotels.com for 08-27-The guest in response to his querry was sent first an e-mail & a follreply e-mail:
a) The first email that was send was:
"The reservation made was an Advance PurchaCancel-reservation made through Hotels.comThe hotel had the Guest Room available till next day check-out time and we had rooms in the hotel left to sell that nightAs per the comment in guest complaint, the information given to him by guests in the lobby was not correct that the hotel had no rooms availableThe hotel always holds room for confirmed reservations till next day check-out timeOur night auditor's note also confirmed your reservation was a No Show reservation for 08-27-For any reservations made through other booking agencies/ Third Party like Hotel.com, the hotel cannot cancel reservations unless these are cancelled through the booking agencies from where they were bookedAny Advance purchaCancel reservation is not entitled to any refunds as these are pre-paid no cancel reservationsThe hotel did not receive any cancellation request from the booking agent since the reservation was No CancelHence we will not be able to give any refund for this reservation."
b) The Follreply was:
"The Guest was informed that we did call up hotels.com today and the reservation confirmation # was through hotels.com and was No Cancel- Prepayment Required booking made with Hotels.comThe hotel has a phone at the front desk which has a note for the guests to pick-up- to contact staff on duty so that they can come to help the guests right awayThe other staff on duty could have been on the floors making sure that the rooms were ready and one front desk agent did not report for duty that afternoon and it can happen in any organization that a staff may be sick and is not able to come - circumstances beyond anyone's control.Guest was further informed to contact hotels.com with the above confirmation number provided to get the details you may need for your reservation."
So, per our hotel policy it was a No-Show No Cancel Reservation which cannot be refundedWe always have Front Desk staff in the hotel for our guests to take care of their needs and accommodations."
Kim with our first response e-mail and the follow up e-mail response, we are clear and per the booking details of Guest (No Show NO CANCEL PREPAYMENT REQUIRED), no refund is due to guest plus by booking under special code guest did receive a discounted Rate.` ,
Please feel free to contact me for any other clarification needed in this regard*** ***
GM
Sleep Inn & Suites, Sheboygan, WI
My sisters and our daughters met in Sheboygan, WIfor our annual girls weekendWe live in various parts of Minnesota and Wisconsin so our children rarely get to spend time together and we thought it would be great to spend Memorial Day Weekend in SheboyganHalf of us reserved rooms at the Sleep Inn & Suites in SheboyganWe checked into the hotel on Friday afternoon but upon checking our hotel room, we came across a bed bug between the mattress and box springThe maintenance person came to the room and took the bug, when he returned he informed us that he “disposed” of the bug but insisted it was not a bed bug; however, they had us move to rooms on a different floorWe didn’t find anything that evening but found a bed bug crawling on a pillow that was on the floor the next morningThis time the maintenance man agreed it was a bed bug but told us that it would be to hours before an exterminator could clean the room, due to the fact that it was a holiday weekendAfter speaking to a supervisor/owner, he changed his story and said that he couldn’t confirm it was a bed bug and even suggested that we brought it into the hotel!
Our Memorial Day weekend, which we took vacation time from work to attend, was meant to allow us the time to relax and catch up with each other, got cut short because of the possibility that we had bed bugs in our cars, clothing, and bodyWe spent the remainder of the weekend cleaning our luggage, car seats, and vehicles while our children cried because they didn’t get to swim with their cousins all weekend like they were promisedMy experience at the Sleep Inn & Suites was insulting, from the rescinded admittance of the issue to accusing me of bringing the bed bug to the hotelI am further disgusted by the reaction of the corporate office and their refusal to ensure we are made whole by our experienceSomehow, my family is being held financially responsible for the quality of the room we were providedNot only were we forced to pay for the night we stayed at the hotel, we have also been charged for a night we did notTo reiterate, the hotel moved us on Friday night because there was a bug in our room, the maintenance man agreed it was a bed bug we found on Saturday morning, and the hotel stated that it was going to be 24-hours before the hotel could be professionally cleanedI have since confirmed with Sheboygan County Public Health that Sleep Inn & Suites had the rooms heat-treated for bed bugs, yet they refuse to take responsibility for the issue