Pacific Inn Hotel & Suites

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The business's description of events is false [redacted] did NOT tell me that I had to call [redacted] to cancel the reservation In our conversation on 12/03, [redacted] told me that he had cancelled my reservation and that I could call him back to reschedule He specifically told me that I should call back the hotel and ask for him On 12/21/17, I called the hotel, asked for ***, and asked to reschedule At that time, [redacted] told me to book through [redacted] [redacted] did NOT tell me to call [redacted] before 12/ When I called [redacted] , I was told that the hotel had informed the [redacted] agent that it was refusing to honor the credit I then called the hotel, and [redacted] confirmed that he would refuse to honor the credit [redacted] did NOT instruct me to call [redacted] on 12/03, but stated that he had cancelled the reservation I did exactly as ***, the manager, instructed me to do, yet he refused to honor the credit Regards, [redacted]

ok so I was able to find out more about this reservationthe guest called and wanted to cancel or move her reservation to a different dateshe said she had some sort of family emergencyafter *** explained to her our cancellation policy and explained to her all changes must be made by the 3rd
party, since it them who collect payment and not us any changes to the reservation must be made through them in this case ***, *** felt bad for her and told her she bend the rules for her but she would have to call *** to make the changes before the arrival date so that the hotel can sell the roomif she wished to move her stay it would have to be done with *** as well and she was responsible for any difference in rate if anythe guest DID not contact *** until after the day of arrival and since her reservation was not cancelled on time the reservation was not cancelled and posted as a no showbecause the reservation was not cancelled as we instructed the guest the reservation was not cancelled and we had to post it as a no show since we could not sell the room

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business's description of events is false.  [redacted] did NOT tell me that I had to call [redacted] to cancel the reservation.  In our conversation on 12/03, [redacted] told me that he had cancelled my reservation and that I could call him back to reschedule.  He specifically told me that I should call back the hotel and ask for him.  On 12/21/17, I called the hotel, asked for [redacted], and asked to reschedule.  At that time, [redacted] told me to book through [redacted].  [redacted] did NOT tell me to call [redacted] before 12/21.  When I called [redacted], I was told that the hotel had informed the [redacted] agent that it was refusing to honor the credit.  I then called the hotel, and [redacted] confirmed that he would refuse to honor the credit. [redacted] did NOT instruct me to call [redacted] on 12/03, but stated that he had cancelled the reservation.  I did exactly as [redacted], the manager, instructed me to do, yet he refused to honor the credit.  
Regards,
[redacted]

Review: My name is [redacted] and I spent a night at the Pacific Inn & Suites motel on September 21, 2013. I arrived at approximately 9:00 pm PST. I spent all day traveling from Indiana and was very tired. I stayed in room 211 and went to bed shortly upon arrival. I was in San Diego for a business conference that began on Sunday, September 22, 2013.

On Sunday morning, I went downstairs for breakfast at 7:15 am. The motel advertised breakfast would be served from 7:00 am until 9:30 am. The coffee was not ready and there was very little breakfast food available. There were several other guests waiting on coffee and breakfast at this time. Finally the coffee came out at 7:30 along with the rest of the breakfast food. This was the first indication that customer service might not be important to this motel.

I went back to my room and was ready to take a shower at about 8:15 am. My first conference meeting was at 10:00 am. I tried to start the shower and no water came out of the faucet in the bath tub. I called the front desk. The employee said he would contact the manager and call me back. The response I received was, “our maintenance man usually doesn’t work on Sundays, he will be here at 10:00 am at the earliest.” I stated this was not sufficient and said I would come to the office. I packed my bags and went downstairs to ask for a refund. The employee stated he could not give me a refund or even a discount in the $160 per night rate. I asked to speak to the manager. Finally the manager answered the telephone (he lived at the same address and did not even come down in person) and he stated he would not give me a refund and continued to argue with me.Desired Settlement: Complete refund of $184.75 ( nightly rate plus taxes).

Business

Response:

As an independent property, we, at the Pacific Inn & Suites,

pride ourselves in our customer service. Unlike many franchise properties, we

understand that the customer is more than just a number on the door. We try our

hardest to ensure that our guests are completely satisfied with their stay.

However, we understand that no matter how hard we try certain circumstances

will be out of our control. When those scenarios arise we provide our guests

with the options that are available to us in order to resolve the issue.

Before I address the individual case before us, I would like

to set the record straight. Every morning our Customer Service Agents arrive to

the property at 6:30 a.m. to ensure breakfast is available to the guests by

7:00 a.m. I thank the guest for bringing this matter to my attention. I am

currently investigating what had occurred on that specific morning.

Our maintenance man has consistently worked on Sundays for

the past 4 years. His start time is at 9:00 a.m. so it is unfathomable that one

of our agents would reply that his day off was Sunday and that he would not

arrive until 10:00 am.

I personally spoke to the guest on the day of her complaint.

Although it is true that I am a resident manager, at the time of the incident I

was away from the property and was unable to speak to the guest in person. In

the bathroom the tub spout ran water; however, the diverter was stuck and would

not transfer the water to the shower head. I had informed the guest that due to

my lack of experience in maintenance, I would be unable to fix the shower. I

provided the guest with two options. First, I would call my maintenance man in early

to fix the shower for her. Second, I would provide her with another room where

she would be able to shower. She refused both options and demanded a refund or

else she would report the company to the Revdex.com.

The guest left the property around 8:50 a.m. At 9:00 a.m.,

the maintenance man arrived and was able to fix the shower problem within 5

minutes. I understand that our guest had an appointment at 10:00 a.m. and would

need her time to prepare. For this reason, I had offered her the secondary room

in order to ready herself so that she would not lose time in waiting for the

maintenance man. I have a deep concern for all my guests, and it is a shame

that we were unable to satisfy our guest who in the hospitality business is our

greatest treasure. In order to remedy this situation, I would like to provide

the guest with a 50% discount for her inconvenience and hope that she will provide us with another opportunity to have her as our guest.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I would like to file a complaint about Pacific Inn and Suites, and if this should go to another organization, please forward or let me know where to send this e-mail to.

We went through "Hostel World" on line to make reservation at Pacific Inn and Suites. We paid a 10% deposit in August of 2012. Few weeks before Comic Con, I contacted the hotel to make a change to our reservation to shorten our stay by one day and also wanted to serve as a second confirmation. I received a personalized e-mail with the confirmation of the reservation and the change.

When we showed up at the hotel and presented the paper work, they changed their story several times, eventually, it was they do not have any records of our reservation and they have no more rooms. The only option offered to us was to move 2 - 3 hotels during our 6 night stay. That is ridiculous and not manageable. Next door was Residence Inn with rooms still available, but the owner "D" was unwilling to help us, said that will put him out of business. (Really? Then they should honor my reservation.)

We spent 3 hours at the hotel trying to resolve the situation hence missed our registration time and the preview night.

"D" blamed [redacted] for not being reachable to check our reservation ([redacted] confirmed to me that once we've made the reservation, the hotel has the reservation and manages the reservation); he blamed his employee for sending out the e-mail confirmation to me; he blamed his employee for telling us there are still rooms available, don't worry; he blamed us for not accepting his offer, but never once was his apologetic. He never appear that he was responsible or showed any willingness to help us and offer customer service.

Eventually just to move on with the situation and get going, we accepted to move to their sister hotel, Point Loma Inn, which we also had problems with (they make a copy of your driver's license without your knowledge or consent).

Separately, I am working with [redacted] to receive a refund for my deposit, and report what happened to us. They were surprised what happened to us too. In the end, I think operator like Pacific Inn should be made known so travelers aren't cheated and left stranded.

It almost appears to me that these sister hotels operate in a similar fashion of dishonesty. They will take your money and reservation, then move you around within their 4 sister hotels (same ownership) as they please. To me, this is not an acceptable business practice. The situation we encountered, caused us tremendous time and physical inconvenience, as the alternate hotel was 3 times the commute time in the morning to the convention center! We lost out on activities we've planned for. We felt we were taken hostage and had no option but to take what was available, so that we do not have to move 2 - 3 times during our stay. They do not care about holding up to their end of the deal and treated us like we were disposable.

My biggest complaint is the pre-paid deposit and confirmation e-mail has no meaning at all. If so, why take our deposit and why confirm our stay? Please advise, I would appreciate hearing your input and knowing hotels operating in this fashion is put to a stop. Thank you!Desired Settlement: I would like my deposit of $66.47 to be refunded and a personalized letter of apology from Pacific Inn with admission of their bad business practice.

I would like my complaint to stay in Revdex.com's record for future reference. I do not want what happened to me to happen to others.

Business

Response:

On Wednesday, July 17, 2013, the guest arrived at the Pacific Inn & Suites. She claimed to have a reservation with the Pacific Inn & Suites booked via Hostel World. The guest provided a confirmation that she had received from [redacted] regarding her reservation. According to the reservation from Hostel World. Thus, our computer system did not contain the reservation at the time of the guest’s arrival. The guest then provided a printout of an email sent by her to the Pacific Inn. The email stated that she wanted to modify the number of nights she had previously booked with Hostel World. Our standard procedure for emails received from guests is to read the email and

respond immediately. Once the emails have been read, they are automatically deleted in order to keep track of new emails. We replied back to the guest that the change would be made. The change was logged onto the reservation modification request log and put aside for the reservation agent to make the modification. Once our reservation agent reached the respective guest’s request, we realized we had no such record of the guest’s reservation. Due to the fact that the email had been deleted and the reservation was nonexistent within our system, we had no available means by which to contact the guest I, personally, explained the situation to the guest; however, she refused to understand that her reservation was not within our system. I tried to explain to her that we did have a room available for the day, and I was willing to honor the rate that given to her by [redacted]. However, the following Thursday, Friday, and Saturday, our hotel was completely booked due to the fact

that it was Comic Con weekend (The convention brings 200,000 people to town.) I tried to explain to the guest that we would be willing to accommodate the guest

for the night; however, Thursday, Friday, and Saturday night we would not be able to since we had no moms available for those nights. Due to my core beliefs in

guest service, I felt responsible for her inconvenience. I exhausted all my efforts to find a room for the guest at two individual properties so she would have an additional option in case she did not approve of the first. I offered her 3 options: 1. She could stay one night at Pacific Inn, move to a different hotel for three nights (the nights we had no rooms available), and return to the Pacific Inn for her remaining stay. 2. She could stay at the Vagabond Inn Hotel Circle for her entire stay 3. She could stay at the Point Loma Inn for her entire stay. Upon providing the guest with the options I had made available, she immediately refused. She demanded that I give her a room at the Pacific Inn even if it meant telling another guest they could not stay. I explained to the guest that I am unable to acquiesce her request to cancel another guest’s reservation for it would be bad business practice. She stated that herself, her son, and her husband would not move from the Pacific Inn lobby, because they had no place else to go; although, I had outlined several options for her. She continued to demand that I allow her to stay at the Pacific Inn for all six nights or otherwise book her room accommodations at the [redacted], [redacted], or [redacted] (all of which were renting rooms at $350+ for each night). After hours of explaining the impossibility of her desired accommodations, she

decided she would relocate to the [redacted]. I paid for the transportation of her family to the other property and paid the difference of the hotel rate. We honored the rate that was on the [redacted] website ($89.95); although, our rates were $199.95 for each night.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have not heard any resolution to my complaints in their letter or an apology, but only arguments and repeated my story one more time. Not sure what am I suppose to accept?