Poughkeepsie Inn

Review: My partner and I checked in to the Poughkeepsie Inn at 8:32PM on[redacted], 2013. Upon entering the room, we found that the wireless internet that was advertised did not work. When we called the front desk to inquire, the employee [redacted] told us the internet was available in the lobby. We needed internet in our room, so we decided to check out. Because we were traveling on our bikes, and in town for a popular bicycle ride with a thousand participants, we needed to confirm that the motel next door had rooms available before we checked out of the Poughkeepsie Inn. We walked next door to the [redacted], checked in, and then returned to the Poughkeepsie Inn to retrieve our bikes and check out. We did not use the room in any way. When I explained to [redacted] that we were checking out, he apologized, and said the computer system would not let him refund our money. I would have to call the manager, [redacted], the next morning to obtain a refund. I asked him to note the reason we checked out, and to note the time we checked out. He said he would, and we noted the time was 8:59PM, less than 30 minutes after we checked in. When I called [redacted] to obtain a refund, he said his system noted that we checked out at 9:59PM. He would have to check with [redacted] and call me back. When we spoke again, he said that [redacted] confirmed that we had checked out at 9:59PM, that we had used the room, and during that time we had said that we stepped out for dinner. All of those things are not true. [redacted] refused to provide a refund even though we did not use the room, and we were checked in for less than 30 minutes. I told him if he would not provide a full refund, I would file a formal grievance with the Revdex.com and he said, "I guess you have to do what you have to do."Desired Settlement: Refund of the entire room fee and taxes = $112.08

Business

Response:

Dear Madam/Sir,

We are concerned about the problem our mutual customer experienced at out hotel during her recent visit.

We are writing to thank you for taking the time to bring this matter to our attention.

We accommodate many guests each evening, and the principal goal of our hotel is to provide dependable service

to each at a reasonable price. Consequently, it is disappointing to learn that our customer is unhappy.

To go step by step on [redacted]'s check-in, she was holding a reservation for the night of June **, 2013. She arrived

at the hotel at 8:27pm and checked in by [redacted], our Front Desk Clerk in room # [redacted]. While checking in she was given

the password to our wireless network. At 9:59, the guest came back stating the room looked different from what

they had seen on line and so they wanted a refund. Having been in the room for an hour and a half, we do not make

any refunds coz if the room looked different from what they had seen on the website, it does not take more than

10 minutes for someone to decide that they would not stay here.

The guest was respectfully told by [redacted] that he was not authorized to do so and they should call next morning.

Next morning, when our housekeeping went to the room they found the room to be used. Even if the guest did not stay

at our hotel for that night, using a room for that much duration is enough for us to do a full charge. So, the fact that there

was no internet in the room confuses us with the statement the guest made to our Front Desk Associate.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The Poughkeepsie Inn did not provide us the service we paid for. We checked in for less than 30 minutes, during which time we walked next door to the [redacted] to see if they had a vacancy (because the Internet wasn't working in the room, and there was a charge to use the room phone), checked in to the [redacted], then walked back to the Poughkeepsie Inn and checked out. We did not use the room at the Poughkeepsie Inn in any way.

I have attached our timestamped receipt from the [redacted] Poughkeepsie showing that we checked in at 8:43PM on [redacted], 2013.

I respectfully request a full refund for the room we did not stay in [redacted], 2013.

Sincerely,

Business

Response:

Dear Madam/Sir,

It is unfortunate our mutual customer is yet not satisfied by our last conversation on the subject issue pertaining

to her stay at our Hotel.

Not contradicting [redacted]'s statement on her checking in at Courtyard by Marriot, we are providing a copy of our

handwritten log that is a pass on log from one shift to the other as and when a 3-11pm Front Desk Associate

hands over to a 11-7am Front Desk Clerk.

The handwritten note explains the exact time of transaction of [redacted] and our Clerk besides the fact that the room

was used for whatever time the guest spent in room which we have no means of finding out as there are only check-in

and check-out records. Also, we would like to reiterate the fact that room 159 does have internet connectivity very

frequently used as a room for one of our 8 year repeat customer from IBM who always wanted good Internet connectivity.

We respectfully beg to state that we are not trying to argue or harass our mutual customer by making these back n for

comments but simply quoting facts. June **, 2013 was a busy night for all hotels in the area and we had confirmed reservations

for room [redacted] which ended up being a used room hence not to be rented to anyone other than our mutual customer.

Even that did not matter as long as the problem of internet existed in the room In question which never did so we do not

see the reason why we should be penalized for the loss of revenue of a reason that does not arise in the first place.

We once again feel sorry for any Inconvenience [redacted] would have gone through in this process and would be more

than happy to extend our hospitality to her whenever she plans to come back to our town.

Sincerely,