January 29, 2018To [redacted],I'm writing to you in response of the letter my property received regarding one of our guests.ID. Number [redacted], and his family stayed with us in December while his kids were at a swim meet. They checked in on Friday night, and Saturday morning found the used condom...
in the decorative pillow. Upon alerting my staff, we asked to move them to another room, they refused, so my staff cleaned the room, changing out everything. They told us, it was just fine, thanked us for taking care of the issue. Stayed Saturday night, asked for a late check out on Sunday.At checkout, we apologized again, he said nothing and threw his room key. Only after he called into our Corp. Headquarters and tell them his side of the story, did we know that what we did was unacceptable.We have issued both nights of room and tax back and have tripled his Best Western rewards points. Just liked he has asked.They stayed at our property for free. I have apologized, my staff has apologized, and our Corp. Headquarters has apologized.Our property has won several cleaning awards through Best Western, and have a deep cleaning program in place to assure this will not happen again.Thank you,Kathy B[redacted]General Manager
January 29, 2018To [redacted],I'm writing to you in response of the letter my property received regarding one of our guests.ID. Number [redacted], and his family stayed with us in December while his kids were at a swim meet. They checked in on Friday night, and Saturday morning found the used condom...
in the decorative pillow. Upon alerting my staff, we asked to move them to another room, they refused, so my staff cleaned the room, changing out everything. They told us, it was just fine, thanked us for taking care of the issue. Stayed Saturday night, asked for a late check out on Sunday.At checkout, we apologized again, he said nothing and threw his room key. Only after he called into our Corp. Headquarters and tell them his side of the story, did we know that what we did was unacceptable.We have issued both nights of room and tax back and have tripled his Best Western rewards points. Just liked he has asked.They stayed at our property for free. I have apologized, my staff has apologized, and our Corp. Headquarters has apologized.Our property has won several cleaning awards through Best Western, and have a deep cleaning program in place to assure this will not happen again.Thank you,Kathy B[redacted]General Manager