Mr. Sandman Inn & Suites

Thank You for your email inquiry regarding your recent stay at our hotel I did some research, and discovered that your reservation that was booked and paid for through Travel Web, was for a Standard room with One bed, which is the room that we accommodated you in.I also researched the housekeeping boards, and it was note that after your first night at the hotel, you requested to receive towels only, the next Days it was marked that housekeeping did fully clean the room Since we were contacted months after check out, I was unable to read the key card swipes on the specific room that you stayed in, as the system does not save the swipes for that amount of timeAs a good will gesture I am willing to offer a credit of $+ Tax, which is 10% of the total amount paid for the room.I do apologize that you did not enjoy your stay while you were our guest.Sincerely,Thomas M [redacted]

To Whom It May Concern,When a guest books through a Third Party, they book their room type and pay the third party at the time of the booking Due to contractual obligations with the Third Party Companies, we are not able to change, cancel, or modify, these reservations When this guest was informed of this she began yelling and personally insulting our staff, she was asked so please not use these words towards, staff, the guest refused, and was ultimately asked to leave This guest never stepped foot in a guest room at the hotel so the accusation of us having dirty rooms simply is untrue, and this guest has no basis for this accusationWe always do our best to ensure 100% satisfaction for all of our guests, but we do not allow our guests to personally attack our employees for any reason and we would not rent to this guest in the future because of this.Sincerely,Thomas M [redacted]

Complaint: ***
I am rejecting this response because: As Mr*** did not use the hotel room, the hotel incurred no cost, and instead pocketed what I consider hard-earned moneyThe reservation was made a mere hour prior to Mr***' arrival and departure, hence a "24-hour cancellation policy" doesn't applyHowever, cancellation policy aside, it would be courteous and kind to refund the unused $79.33, or at least some portion thereofI feel strongly that good customer service always favors the clientBusinesses like Walmart know thisFor example, if a customer needs to return an item past a 90-day allowed return time, or without a receipt - against policy - Walmart will at least issue a gift cardPolicy is not lawA policy guides decisionsIt is a statement of intent, and is implemented as protocolA manager can choose to implement policy or notIn this case, I am humbly asking the manager(s) at MrSandman Inn & Suites to make a subjective policy decision and refund the cost of unused night at the hotelThank you
Sincerely,
*** ***

Since the reservation was made after the allotted cancellation period, the reservation was non cancellable, as you were informed at the time of the bookingMrSandman is unable to issue a refund but will apply the amount paid towards a reservation with an arrival date between today-months from today. Regards, thomas M***

When Mr*** checked in, he requested a ground floor room, our agent put him in a ground floor room as requested. *** did not like the location of the room so he requested a different room, agent put him in a different room, Mr*** again did not like the location of the room and
requested to be moved, agent then showed Mr*** a map with available rooms highlighted, these rooms were all on the first floor, some were at either end of the hallway and some were in the middle of the hallway, and Mr*** declined to stay in the rooms that were available due to the location of the rooms Mr *** decided to leave and was advised by the agent that it was past the cancellation time for the reservation had passed and Mr*** left the hotel.Mrs*** was aware of the cancellation policy prior to booking the reservation and was also aware that the reservation could not be cancelled once it was confirmed Our agent tried everything possible to accommodate Mr*** and he decided not to stay.We are not able to offer compensation at this time.Regards,Thomas M*** ***

When we were notified of a broken shower door, I asked the guest if she was OK and she replied"yes", I then asked her if she was dressed and if we could send maintenance to the room and she replied "yes" We did not know the extent of the broken door, as we were only told that the door was
broken When maintenance arrived in the room and discovered that the shower door glass was shattered he asked the guest if she was OK and she said that she was, the maintenance engineer then told the guest that we were not aware that the door was shattered and that he was going to get the manager to take a look When management and maintenance entered the room there was glass on the floor of the bathroom and the carpet outside of the bathroom I asked the guest if she was OK she again said "yes" We checked the door and there were no worn that would suggest that this happened on its own It appeared that the glass has not fallen out on its own We did not charge the guest for any damages and we are not able to offer any compensation at this time
We regret that this incident happened and do apologize for any inconvenience that was experienced by the guest
Regards,
Thomas M***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

To Whom It May Concern,When a guest books through a Third Party, they book their room type and pay the third party at the time of the booking.  Due to contractual obligations with the Third Party Companies, we are not able to change, cancel, or modify, these reservations....

When this guest was informed of this she began yelling and personally insulting our staff, she was asked so please not use these words towards, staff, the guest refused, and was ultimately asked to leave.  This guest never stepped foot in a guest room at the hotel so the accusation of us having dirty rooms simply is untrue, and this guest has no basis for this accusation. We always do our best to ensure 100% satisfaction for all of our guests, but we do not allow our guests to personally attack our employees for any reason and we would not rent to this guest in the future because of this.Sincerely,Thomas M[redacted]

Complaint: [redacted]Dear Mr. M[redacted], While I appreciate your efforts to resolve the situation, I cannot accept your offer of a night's stay at Mr. Sandman in the next 6 months. I live in north Idaho, and neither I nor my husband will be in Meridian in the foreseeable future. Again, the preferred and most logical solution is a refund, regardless of protocol. Another possible option, but perhaps more difficult to arrange, would be a certificate worth $79.00 redeemable at a Magnuson hotel of our choosing, where we might actually be traveling in the next 6 months.I still think that a simple refund would be easiest and most expedient.
Kind regards,
[redacted]

Thank You for your email inquiry regarding your recent stay at our hotel.  I did some research, and discovered that your reservation that was booked and paid for through Travel Web, was for a Standard room with One bed, which is the room that we accommodated you in.I also researched the...

housekeeping boards, and it was note that after your first night at the hotel, you requested to receive towels only, the next 3 Days it was marked that housekeeping did fully clean the room.  Since we were contacted 2 months after check out, I was unable to read the key card swipes on the specific room that you stayed in, as the system does not save the swipes for that amount of time. As a good will gesture I am willing to offer a credit of $32.50 + Tax, which is 10% of the total amount paid for the room.I do apologize that you did not enjoy your stay while you were our guest.Sincerely,Thomas M[redacted]