Mt. Shasta Inn & Suites

Review: Hotel room not is proper working order, cleaning issues, as well as lack of customer service assistants.

My husband and I stayed at the Mt Shasta Inn & Suites the night of August 5, 2013. Rate $163.90, charged to credit card. In the morning, when we first used the bathroom, the toilet was not in working order and the shower tub drained extremely slow. The floors, bathroom included, were not cleaned properly. I believe there was toilet water on the bathroom floor. We did not use these items until morning, when staying the night at a hotel, is expect working rooms. I told the manager about the situation as soon as we gathered our things to leave, we were not wanting another room, just wanted to leave this place. He did not seemed concerned about the issues, just that he would check it out later. I have spoke with him on Aug. 13 asking to have this resolved by issuing us a refund for our stay. I went into this reservation excepting a full working room, we were not provided this. He offered me a $15 refund, I refused since this is not an acceptable amount of refund for the room rate and the problems this room had during our stay. Desired Settlement: I am requesting a refund for the full amount of $163.90. We were not provided with a fully functions hotel room.

Business

Response:

Business' Initial Response

Thank you for your letter dated August 20, 2013. According to our information [redacted] checked on our motel on Aug. 05, 2013, used the room [redacted] approximately until 10:30 am. next day which is Aug. 06, 2013. While leaving the motel she mentioned that our room rent was too high and she have paid less rent at other motels during her trip. She also raised the issue of stains on the floor tiles, slow draining bathtub and toilet was not flushing. As I was in middle of working on my laundry machine at that moment, I told her that I will check the room and find out the truth and if there were any problems, I would contact her and issue some kind of refund. I also told her that if the floor was dirty at the time of checking in the room or any other issue she should have called us at any time and we would have fixed the problem or have given them a different room or we would have let them check out with full refund.

After finishing my left over work on my laundry machine (within five minutes after the conversation), I went to their room and checked every thing and found that the sanitary paper band was broken and removed from the toilet (after cleaning the toilet we put a sanitary paper band on all toilets every day) as toilet was used and had newly used toilet tissue paper in it and it flushed very well, bathtub was draining good but little slow may be approximately at 90% efficiently, all the towels including floor mate was issued and rubber mate was still in the bathtub floor wet, vanity was draining good, soaps and shampoo fully used, the A/C and ceiling fan was still on running, bed was used fully, refrigerator, Microwave and in room coffee maker was working. There were few grey shoes marks on the floor tiles from their use during all this hours and few wet footprints as they have taken bath, which normally happens in all the rooms after guest use the room.

If the floor had stains when they entered in the room they must have informed us, and when the first person used the toilet and the shower they could have called us if it was not draining. In fact they choose not to do so and used everything fully in the room 100% time until check out and raised the issues at the time of leaving the facility. The fact is that the room was fully functional when they entered in the room and was functional even after they fully used when they left. Despite these facts, I offered them $15.00 discount for customer courtesy, which I can raise to $30.00 if you advise me. It is possible for any business to let people use their facility fully for full 100% time and give them a full refund. Mount Shasta is extremely seasonal and we have only good business during summer vacation time and so our rates are and will be higher in future during this time. Our rate for this room for summer vacation time is %179.00 + tax and we have given them $30.00 discount and charged them $149.00+ 10% bed tax, which goes to city. We have offered this discount price up front and they agree to pay the same. We have not forced them to stay with us and we have not over charged them. If they were looking for low price room, there are seven very old motels, within blocks distance from us, which are cheaper price and all them had vacancies that night. They choose not to stay in cheaper motel, stayed with us and now looking for 100% free room after fully using our room for 100% time, which is not fare.

Please note that Mt. Shasta Inn & suites is the newest motel in town, only which is 100% pet free with all rooms non-smoking which is designated and built by an Architect, which offers most comfortable, cleanest and very well sound insulated rooms. I have provided you full facts about the stay of these guests and if you still believe that we shall give them $30.00 discount (which will reduce their room rent to %119.00 + tax, which is the lowest rate we offer some time to only one person for this room.) with their full agreement, I will do so, but not 100%

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

The $50 refund for this partially non-fuctioning room is still inadequate. I am not sure how else I can make this more clear, we absolutely did not know the toilet and shower were not functioning properly until the morning, when we first used these items. We had no way of know these items did not work until we attempted to use them. I would consider a minimum of a $100 refund to finalize this situation, yes we did stay in this room but the most important items needed were not of proper working order. Thank you

Business' Final Response

As I have mentioned in my last letter that guest have stayed and fully used each and everything (which she claimed was not functional) in the room until the next morning until approximately 10:30am (which is close to check-out time). In this situation we like to offer her $50.00 final discount and make like our winter season low rate with one condition that she has to remove her negative comments from Tripadviser.com and any other internet wed site.

Thank you very much for your time and helping us both parties in resolving this issue.