Pestmaster Services

Good Evening, CASE ID [redacted]I am emailing to respond to the customer complaint made on 7/4/16 by [redacted] in regards to her concerns about our policy, process, and procedure and condition of her guest room. Ms. [redacted] is a registered guest of ([redacted], [redacted]) the...

officially registered guest of Rm. 122. Originally both Ms. [redacted] and Mr. [redacted] were guests of ours in room 147. They have been our guests since June 14th 2016 and until this most recent reported issue have expressed no issues with our facility or our staff. On Saturday July 2nd 2016 @ approx. 7am Ms. [redacted] called and  spoke with the General Manager of the property to report that she was experiencing a leak in her guest bathroom that started at about 6:30am. Guest had reported that leak had been active for about 4 days but she was just now reporting the issue to the front desk/manager due to a drop from the leak landing on her while she was in use of her guest bathroom. General Manager advised guest that in the future to protect the condition of our guest room we would appreciate if guests reported issues as they occur so that we may address immediately and avoid any further damage. Guest expressed that informing us of issues in the room was "not her problem."  I informed the guest that our maintenance staff would not be present until 9am however I did let guest know that most likely depending on the severity of the leak we would have to relocate her to a different guest room. General Manager personally allowed guest to inspect 2nd room @ about 8am which was a standard Queen Size Bed handicapped room which because of its accommodations to accommodate wheelchair access is in essence a bigger room this is typically viewed as a complimentary upgrade due to the overall size of both bed and room.  Guests had been staying in a standard full size bed room. General Manager confirmed with guest that room was acceptable @ 8:30am on Saturday July 2nd  and we considered the matter closed. Upon my return to my facility on Tuesday July 5th after the holiday weekend, I discovered that the guest had experienced both a toilet issue as well as an A/C issue and had since been moved to a different guest room (Rm. 122)   I have since made contact with officially registered guest in room ([redacted], [redacted]) and offered this guest a total of 2 compensatory nights for their inconvenience in addition to my apologies. The issues that I have with this particular guest complaint are as follows 1. "This place is disgusting. " Guests have been our customers since June 14th 2016 and until the issue reported on Saturday we have received no complaints about cleanliness of their guest room nor have guest checked out due to cleanliness issues or demanded compensation due to product not living up to their standards. Typically if customers are unsatisfied with a product they do not continue to use product. Again if this hotel is in fact in this guests own words their "Worst experience EVER" they are still staying at our facility as of time of writing. 2. "Didn't want to move me until maintenance came in..." this is not the case as again the General Manager indicated to guest that we would be happy to move her while we addressed maintenance issue we even went so far as to allow guest to inspect her new room before making the official room move. Now this does not excuse our failures in the second room and it is perfectly understandable that guest would be frustrated after having to move a 3rd time due to maintenance issues present in 2nd room. However to imply through her complaint that we did nothing for either reported issue is simply not true. Guest was moved a final time to the current room they now occupy Rm. 122 and to my knowledge have not had any issues since moving. As far as the attitude of my staff I have spoken with the associates present on the days guest mentioned and I am satisfied with both our response to initial guest concern (Reporting leak in Rm. 147)  and our reaction when guest reported a 2nd set of issues in 2nd room (A/C malfunctioning and Toilet Issue). As far as her desired settlement I have spoken with the registered guest of this room ([redacted], [redacted]) and expressed both a sincere apology to him and Ms. [redacted] and have offered the cost of 2 nights back to guest to apologize for our failures.  Please let me know if any further detail or documentation is needed but my goal as well is to close this matter and moving forward we will do our best to provide our guests with rooms that are both clean and in good working condition. Dior L. [redacted] General Manager Property 3530Crossland Economy Studios Winston-Salem Telephone: (336) 759-7780 Ext. 605Fax: 336-759-3169