Orchid Suites Hotel

Front desk was told that the room had evidence of smoking upon check outGuests are told at check in that we are a non smoking property and there are signs in the roomsThe registration card that is signed at check in states that any evidence of smoking of any kind, or smoking paraphernalia will
result in a $chargeThere was evidence of smoking but the pictures have since been deletedThe $has already been refunded because we do not have the picturesGenerally the guest is called about charges posted the front desk posted this charge, I was unaware of it until the guest called

Review: The accomodations were not as advertised on the website. Facilities were under remodeling and customer service was terrible.

Our reservations were from June 28 - July 5 of 2013. The workout room consisted of only one treadmill in a room where the light would not stay on. The computer room was empty besides a shop n vac. Our room was not cleaned till after the 3rd night. I notified the front desk twice on the 2nd day and it was still not cleaned. Even after it was cleaned, there were no hand towels or wash clothes left and one day a bed was not even made. In the middle of our stay, a notice was put up that their pool would be closed for 3 days. This should have been told to us before we checked in.

Only response from management was about our rooms not being cleaned. The manager said she was not notified. We notified the front desk, after that our responsibility of notifying them was fulfilled. We dont have her personal number to call her.

we finally left orchid and went to a hotel across the street that was 10 more per night and a major inconvenience of having to move.Desired Settlement: A full refund of $256.00.

Business

Response:

Business' Initial Response

Orchid Suites is being remodeled so that it's valued customers have upgraded product and excellent service. We at Orchid Suites are committed to excellent service and do sincerely apologize for the inconvenience caused to our guest Mr. [redacted]. Remodelling at the time when Mr. [redacted] and his family stayed with Orchid required certain equipment to be recuted from outside. The availability of these was not within our control, hence could not give prior notice.

Upon check in and in the rooms there were notices informing and apologizing due to construction.

The [redacted] were on an extended stay deep discount rate for a room with two queen beds and a sleeper sofa. Customarily, extended stay comes with limited service, however, housekeeping service was provided to them everyday, except on the second day of their stay. Their request for extra towels, etc were also honored though out their stay.

When a dissatisfaction with stay was brought on table, in a rather serene and aggressive manner the hotel did the following:

a.) Apologized several times

b.) Researched and found them a room at another hotel

c.) Although they did not stay a full seven nights, their extended stay rate was still honored and the hotel did honor an additional refund of $79.45 for all five nights

Mrs. [redacted] was asked by the manager as to what would make her happy and the refund was given almost according to what she demanded. They accepted it as the case was resolved to their satisfaction.

A.) [redacted] complained with corporate office and they have offered them additional 20% discount on their future stay with free upgrade.

Orchid have done everything possible to make amends because we value our customers.

I request that this case be closed as [redacted] have been given the maximum that Orchid could give with our sincere apologies.

Consumer's Final Response

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

We were never notified that extended stay comes with limited service as Orchid claims it customarily does. I believe customers that have committed to staying there for several days would be the ones that the hotel would provide excelent services and acoommodations to, rather then the ones that stay for just a night or two, since extended stayers have invested more time and money into their hotel.

No matter how long a guest stays at a hotel, they expect their rooms to be cleaned well unless the guest request that a cleaning is not needed.... this was not requested.

1. I do not know how Orchid can say that housekeeping was provided on every day but one! We arrived on a Thursday. It was not cleaned on Friday. It was not cleaned on Saturday after I even notified them. On Sunday and Monday an attempt to clean our room was done. However, on neither day was our bathroom cleaned and on one day one of our beds was not even made.

2. Orchid did apologize several times, but after awhile those were insufficient. Sorry the pool will be closed, sorry the computer room is not available, sorry the workout room is not satisfactory, sorry your room was not cleaned, sorry we didnt leave any hand towels or wash cloths.

3. I do agree that Mrs. [redacted] was asked what would make her happy. She replied that $40 per night would. They wouldn't not do that, so she was not given what she "demanded" (in orchid words) and we did not give any indication that the situation was resolved. We were frustrated during the whole conversation. We faced a two hour transition to our new hotel right in the middle of our vacation because Orchid could not deliver on cleaning, having a pool and the other problems mentioned. Orchid refused to refund us the difference in what we would have to pay at the other hotel nor would they compensate us for the trouble of having to change hotels. They even called the other hotel and told them that we would not be using the other hotel's room. So dont take credit for finding us a room.

4. The corporate office of offering us 20% off of future stays was ridiculous. Why in the world would we want to stay at a hotel, after we had to leave that same hotel in the middle of our vacation????? I would never stay at that Orchid again, even if it was free, so why would I take a 20% off offer?

I continue my request for a full refund. They claim they have given us the maximum that they can, but that obviously isn't true.

When a hotel misrepresents itself when a customer makes a reservation and then doesn't provide the services that every hotel is expected to give, a full refund should be received.

Business' Final Response

Consumer Rebuttal

1. The records of the Housekeeping department do show that their room was cleaned everyday except one (Friday)

2. The Customer was aware that major renovations were going on upon arrival. They found out the facilities were under renovation on the first day. Some other customers who could not do without these facilities on temporary basis informed the hotel that they would not like to stay and if they stayed one night hotel has given full refunds on full prices. This customer -a party of three- stayed on a deeply discounted price of 59.99 for a room with 2 queen beds and a sleeper sofa for five nights.

Mrs. [redacted] was verbally violent in the lobby hearing vicinity of other guest to Front Office manager and General Manager. GM offered her to name her price. Mrs. [redacted] names the price, hotel counter offered and they agreed.

Mrs. [redacted] continued to yell and scream and be violet when offers were not acceptable and did not budge from their spot.

The fact that Mr. and Mrs. [redacted] agree was indication that they were happy with the resolution. Witnesses are available that they were happy.

Chronology of hotel offers.

1. Customer complained

The rate was reduced to their demand at 59.99 (because they stayed for five nights. A full refund would have been given if they checked out on the first or second night.)

As they did not stay full seven nights (extended stay rate)-Their rate was disqualified for extended rate and therefore, they would have been charged 89.99 per day and for five nights they would have paid 449.95 plus taxes. Instead they paid only $225 plus taxes. The hotel discounted/refunded $189 which is almost $38 per day.

So, essentially the customer has paid $7 per day.

2. Second level, customer complained to the corporate office and they further offered a free upgrade plus 20% discount on a future stay.

3. Once again we sincerely apologize for the inconvenience caused to the customer.

We would encourage them to come back and stay with us and give us a fair chance to prove that we are committed to excellent service. We do apologize for the inconvenience due to remodeling.

The hotel has fully compensated the guests.