Old Customs House Inn & the Smallest Bar Reviews (%countItem)
Old Customs House Inn & the Smallest Bar Rating
Address: 124 Duval Street, Key West, Florida, United States, 33040
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False charges and accusations
On Dec. 24th 2017, we checked into the hotel. On Dec. 25th 2017 when we were leaving for breakfast, we tried to lock the door from the outside and realized that the door could not lock from the outside, as it was missing a metal latching piece. We immediately contacted the manager and send pictures. He said that no one could come to fix it, as it was a holiday and told us to carry all important items with us if we chose to leave. He said he didn't understand why the maid had not told him about it. He thanked us for letting him know.
The maid then showed up and said that the door was fine when she cleaned. We showed her that it was not and she said she would tell the manager. He did not call back as he told us he would, so we texted the number that we sent the pictures to and asked what the status was. He told us that no one was available on Christmas Day and he would get someone there the following day. The following day, someone came at 3:00 to fix the door. We called him back the next day to request additional towels. He told us that the maid reported we had taken towels from the room and charged us and it was a small place and he had no extra towels. We told him that we had only ever had six towels and he said he would have to check with her about it. Nothing was said for the duration of the trip and we had 6 towels in our room the entire time. Upon leaving, there was no invoice to sign. When I checked my credit card statement, I was charged 59.99. I texted to ask why and why I was not given a receipt. Within ten minutes, I received an email stating that I was charged for towels. I texted again stating that the charges were not accurate as stated previously when confronted that we did not take towels. He was made aware that I would be contacting Revdex.com if a resolution could not be reached and that given the safety issue about the door, we were more than understanding. He responded with "go ahead" and said that Housekeeping alerted him that I had taken several towels and was charged accordingly. He then said that his friends had stayed in the room prior to our arrival and the door was not damaged by them, insinuating that we had damaged the door. He said there were cameras on site. He then said that no further communcation could be texted to him and instead via email to his lawyers, which we don't have. He then said, "In addition you called on Christmas Day when you could have called immediately when you checked in the room if you felt that something was wrong with the door which it was not it isn't hard to figure out on this end" The door locked from inside and we called immediately when we figured out the next morning on the way to breakfast that we could push the door in from the outside due to the missing metal piece. I have saved all text communication as well as the pictures of the door on Christmas morning that we took and sent to him.
Transaction date: 12/28
Amount 59.99
Reference Number ***
Merchant Number XXX-XXX-XXXX
I am seeking the refund of the charge of the towels from my credit card. Additionally, due to the safety issue with the room, I am seeking a refund of one night.
given that the guest disputed the 60 charge for missing linens (towels ) that they took to the beach everyday , and we were charged 24$ because they disputed the charge..... not to mention fixing a door and lock that they damaged - and we did not charge them for it (they claim it was done PRIOR to their check in ) and not reported until the morning of Dec 25th, in addition to the unkind letter for the boy friend of the guest, we feel that the misunderstanding is settled! persona non grata !
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not steal towels, nor did we break the door. There are cameras on sight, but no footage brought forth documenting that we did the damage to the door. When we brought up concerns about not having our things safe for over 24 hours due to the inability to lock the door, the cameras were noted as the "safety measure" for our belongings. There is no misunderstanding, just bad business.
no refunds on missing towels!!! however the guest filed a dispute with the credit card company. � and no free stays. as we mentioned, we have cams on site. the rooms are maintained inside and out. futrthermore , had any hardware not functioned properly the housekeeper would have notified us immediately from the PREVIOUS guests stay. we fixed the damaged door at NO CHARGE to the guest the next day. Seriopusly, why go thru all this???? NO FREE STAYS! also when going to the beach etc, be respectful and return the towels you took with you. btw, the same housekeeper has been with us for 5 years, she knows when incidents occur and is very honest and dependable.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not asking for a refund on missing towels, as none were missing to begin with and due to the lack of response from the business, I had to contact my credit card. As documented in previous emails, all towels were in the room each day. The business has failed to provide footage documenting that we broke the door, as this was a false accusation to begin with. We brought the broken door to the attention of both management and the housekeeper the morning after our first night when we went to lock the door. Before that, it was dark and we were able to lock the door from the inside, as stated previously. I am requesting a refund of one night due to the lack of safety provided to us for our valuables. Instead of compensating us for issues, we were wrongly accused on two accounts. Additionally, we received no response from management for hours after reporting the broken door.