Complaint: ***I am rejecting this response because: Sandia Casino is not reporting honestly and would not provide me with a report of their findings. I did filed a report with security on September I also e-mailed photographs of my bug bites which were present in their healing phase days after my stay.Regards,*** ***
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Complaint: ***
I am rejecting this response because: This experience was horrible and there was a lack of customer service and several missed commimentsIt was was not just the accomidation but they was the entire concern was haddled and lack of follow up.Athought the ozone air cleaner was offered and accepted, they never followed through and never took it to the room even after speaking with the front desk several timesI also ordered a double bed rm and they gave me a singleI accepted a roll out bed witch was also never providedIn addition, the room change was offered and accepted to another smoking room which smelled worse than the original rmTherefore I choose to just stay in the originalI started check in about pm and was not settled until 7/pmAfter dealing with the issue for hours,I finally gave up Although a food voucher was offered, I feel that this was less than acceptableNot only due to the accommodation, but the entire experience.This included lack of customer service and lack of commitment in providing both and ozone air filter and a roll out bedI feel that either a refund be provided or a complementary Non smoking rmI expected more from this type of astablishment. Regards,Florence ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Florence *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Mrs. [redacted], I again offer our sincerest apologies for the mix up on the room last summer; we reviewed all records of your stay and did provide a good faith gesture with our service recovery, but since you agreed to the booking conditionswe cannot offer a refund for your past stay. We would like to invite you back to visit us again soon. Please feel free to contact the Hotel to make the arrangements for your visit and, as always, the promise of a truly far from ordinary experience. Thank you for your continued patronage.
Complaint: [redacted]I am rejecting this response because: I did filed a report with Sandia Casino on September 25th 7 days after I checked out when it was confirmed I was attacked by bed bugs which happened to be 6 days after my stay. My wounds from the bed bugs were in their healing phase which is consistent with being bit while in the care of the casino for habitation. I asked for a refund on the 25th of September and the security guard I left my complaint with and she also noted the wounds on my leg. Everyone's body reacts differently to bed bugs, and as I stated my leg was swollen and in pain when I awoke. I feel this hotel establishment has been negligent and not accepting responsibility for the bed bugs wounds caused during my stay. I would still like to request a refund because I was bit by bed bugs at the Sandia Hotel. I will gladly stop complaining once my refund is made.
Please see the photos I sent Brittany L[redacted] at the Sandia Casino. I never received an e-mail confirming they received this photo which was taken Saturday September 24th 6 days after my stay.Regards,[redacted]
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
As stated before, Bed Bug bites are noticeable immediately only in rare cases had a delayed manifestation. She didn't even noticed them until a provider in Santa fe at a Spa brought it to her attention, according to her 4 days later. They come with an itching sensation. She came on property demanding her money back on September 25, that was 8 days after her departure day. No communication was made when the spa person talked to her about her skin reaction. She threat as you will read in the document attached that contain her statement that if we do not provide a refund she will do a health department complaint. She refused to filled a report while on property. So at this point we are maintaining our position. We will not accept any liability by providing any refund for something that could happened any place she stayed between September 17 and the 25th. this decision is based on the threats, attituted with the staff and lack of consistency on her behalf when the story has been stated. She spoke with the assistant to the GM and threat to go to a lawyer and at that point the certificate offered as a gesture of good faith was revoked.
Mrs. [redacted], I wanted to apologize for the experience on your last stay last June. We always do our best with accommodating all of our guest’s room types and requests but at the time of your booking we, unfortunately, did not have the room you requested. While Sandia Resort & Casino...
makes every effort to accommodate guest requests, room preferences and comments, please note these requests are not guaranteed, a condition you agreed to at the time of booking online. At the time of your stay we offered a change in room, an ozone machine to assist in deodorizing the room, and a complimentary dining credit on your room and have noted your guest account with a guaranteed non-smoking request on your future visits. At this point we did provide service recovery as a gesture of good faith since the actual rooms request is only that and you agreed to accept the room condition upon booking. While we cannot offer a refund for your past stay, we hope that you come back to visit us again soon with our assurances of a truly far from ordinary experience. Thank you for your patronage.
Ms. [redacted] contact the Resort and we did investigate her claim. She stated in her initial communication that she found herself with bites after 4 days of leaving the property. The room got inspected by our staff and Pest control company. The room came back clean with no present of any Bed Bugs. Please...
note that there is no other complaint or incident of this type in this property and we do have a policy in place to manage this type of accusations. We contacted Ms. [redacted] and stated the findings and offer her a certificate to come back as a gesture of good faith. Ms. [redacted] accepted and during the process of getting the certificate done she called back and stated that she felt on property and now she was demanding her money back. We investigate with our security department and there was not report of file. We contacted Ms. [redacted] again an suggested for her to fill a report, report that she did not wanted to filled. We apologize for everything. She demanded in a very offensive way her money back. At this point we found out that Bed Bugs bite show immediately, not after 4 days and we did not had any report that she actually fell in this establishment. We still kept our offer of a room night stay as a gesture of good faith and she threat that she will call her lawyer to fix this. We told her that at this point we will not assume any responsibility by credit her for her night stay since every time we spoke the story was changing. That she could provide the evidence of what her health professional stated we could re-evalute. She did not provided any documentation and we informed her that the certificate offered was not an option at this point due to the inconsistency of her story and liability issues. She paid for a room, she got a room. we had accommodate her requests but she doesn't want to pay for a service she received. So the determination is not to credit her credit card nor provide her with a hotel certificate.
Complaint: ***I am rejecting this response because: Sandia Casino is not reporting honestly and would not provide me with a report of their findings. I did filed a report with security on September I also e-mailed photographs of my bug bites which were present in their healing phase days after my stay.Regards,*** ***
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Complaint: ***
I am rejecting this response because: This experience was horrible and there was a lack of customer service and several missed commimentsIt was was not just the accomidation but they was the entire concern was haddled and lack of follow up.Athought the ozone air cleaner was offered and accepted, they never followed through and never took it to the room even after speaking with the front desk several timesI also ordered a double bed rm and they gave me a singleI accepted a roll out bed witch was also never providedIn addition, the room change was offered and accepted to another smoking room which smelled worse than the original rmTherefore I choose to just stay in the originalI started check in about pm and was not settled until 7/pmAfter dealing with the issue for hours,I finally gave up Although a food voucher was offered, I feel that this was less than acceptableNot only due to the accommodation, but the entire experience.This included lack of customer service and lack of commitment in providing both and ozone air filter and a roll out bedI feel that either a refund be provided or a complementary Non smoking rmI expected more from this type of astablishment. Regards,Florence ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Florence *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Mrs. [redacted], I again offer our sincerest apologies for the mix up on the room last summer; we reviewed all records of your stay and did provide a good faith gesture with our service recovery, but since you agreed to the booking conditionswe cannot offer a refund for your past stay. We would like to invite you back to visit us again soon. Please feel free to contact the Hotel to make the arrangements for your visit and, as always, the promise of a truly far from ordinary experience. Thank you for your continued patronage.
Complaint: [redacted]I am rejecting this response because: I did filed a report with Sandia Casino on September 25th 7 days after I checked out when it was confirmed I was attacked by bed bugs which happened to be 6 days after my stay. My wounds from the bed bugs were in their healing phase which is consistent with being bit while in the care of the casino for habitation. I asked for a refund on the 25th of September and the security guard I left my complaint with and she also noted the wounds on my leg. Everyone's body reacts differently to bed bugs, and as I stated my leg was swollen and in pain when I awoke. I feel this hotel establishment has been negligent and not accepting responsibility for the bed bugs wounds caused during my stay. I would still like to request a refund because I was bit by bed bugs at the Sandia Hotel. I will gladly stop complaining once my refund is made.
Please see the photos I sent Brittany L[redacted] at the Sandia Casino. I never received an e-mail confirming they received this photo which was taken Saturday September 24th 6 days after my stay.Regards,[redacted]
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
As stated before, Bed Bug bites are noticeable immediately only in rare cases had a delayed manifestation. She didn't even noticed them until a provider in Santa fe at a Spa brought it to her attention, according to her 4 days later. They come with an itching sensation. She came on property demanding her money back on September 25, that was 8 days after her departure day. No communication was made when the spa person talked to her about her skin reaction. She threat as you will read in the document attached that contain her statement that if we do not provide a refund she will do a health department complaint. She refused to filled a report while on property. So at this point we are maintaining our position. We will not accept any liability by providing any refund for something that could happened any place she stayed between September 17 and the 25th. this decision is based on the threats, attituted with the staff and lack of consistency on her behalf when the story has been stated. She spoke with the assistant to the GM and threat to go to a lawyer and at that point the certificate offered as a gesture of good faith was revoked.
Mrs. [redacted], I wanted to apologize for the experience on your last stay last June. We always do our best with accommodating all of our guest’s room types and requests but at the time of your booking we, unfortunately, did not have the room you requested. While Sandia Resort & Casino...
makes every effort to accommodate guest requests, room preferences and comments, please note these requests are not guaranteed, a condition you agreed to at the time of booking online. At the time of your stay we offered a change in room, an ozone machine to assist in deodorizing the room, and a complimentary dining credit on your room and have noted your guest account with a guaranteed non-smoking request on your future visits. At this point we did provide service recovery as a gesture of good faith since the actual rooms request is only that and you agreed to accept the room condition upon booking. While we cannot offer a refund for your past stay, we hope that you come back to visit us again soon with our assurances of a truly far from ordinary experience. Thank you for your patronage.
Ms. [redacted] contact the Resort and we did investigate her claim. She stated in her initial communication that she found herself with bites after 4 days of leaving the property. The room got inspected by our staff and Pest control company. The room came back clean with no present of any Bed Bugs. Please...
note that there is no other complaint or incident of this type in this property and we do have a policy in place to manage this type of accusations. We contacted Ms. [redacted] and stated the findings and offer her a certificate to come back as a gesture of good faith. Ms. [redacted] accepted and during the process of getting the certificate done she called back and stated that she felt on property and now she was demanding her money back. We investigate with our security department and there was not report of file. We contacted Ms. [redacted] again an suggested for her to fill a report, report that she did not wanted to filled. We apologize for everything. She demanded in a very offensive way her money back. At this point we found out that Bed Bugs bite show immediately, not after 4 days and we did not had any report that she actually fell in this establishment. We still kept our offer of a room night stay as a gesture of good faith and she threat that she will call her lawyer to fix this. We told her that at this point we will not assume any responsibility by credit her for her night stay since every time we spoke the story was changing. That she could provide the evidence of what her health professional stated we could re-evalute. She did not provided any documentation and we informed her that the certificate offered was not an option at this point due to the inconsistency of her story and liability issues. She paid for a room, she got a room. we had accommodate her requests but she doesn't want to pay for a service she received. So the determination is not to credit her credit card nor provide her with a hotel certificate.