Quality Inn Encinitas

[redacted] General Manager | Quality Inn Encinitas Leucadia Blvd Encinitas, CA December 11, [redacted] AveApt [redacted] , CA [redacted] Dear Mr [redacted] , Again, I sincerely apologize about your stay and the experience that you had with usIt is always our intent to provide each and every guests with a Quality guest experienceI do regret that is how you felt after our conversation As stated over the phone, our company policy is that we do not mail checks to guestsIn addition, we would not be able to provide you cash because as you stated you would not drive down to the hotelI completely understand that driving down here is out of your wayHowever, I did provide you with options in which you would be provided compensationI offered you a complimentary stay at our hotel for two nightsYou declined because of how you felt about the spiders in which I completely understandI offered you CHOICEprivilege points which would constitute for a free night at any of the many Choice Hotels properties, PLUS a free night at our hotel to provide you with a positive guest experience You became upset that we would not mail you your money and began to ask for the information to our corporate officeYour statement that I did not provide you this is not trueAt that time, I provided you with the direct number to Choice Hotels Customer Service line twiceAgain, that number is (800) 300- I personally apologize if you felt that I was being rude, but that is the procedure for any guest complaints that haven’t been resolved at the property levelAgain, please feel free to call that number and make your complaint Our settlement still stands at the option for CHOICEprivilege points where you would be able to book at any other hotel for one night where the rate may even be higher than the $paid to oursThe points do not expire for monthsI would still like to provide you with that complimentary night at our property and it is available for one year from the date we spoke (11/20/15) I do sincerely apologize again about your experience and the way you felt about my serviceI hope that you have a wonderful holiday season! Sincerely, [redacted] ***

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.
Regards,
[redacted]
Yes I am amused at your recollection of our conversation which is why I recorded it for help of recollection and you clearly stat you would not give me information because I could find it myself on internet and you also refuse to relay a message for me to the district manager, which you denied even having at first. If you like I could send you a copy of conversation and also one for your corporate office to have for their records. And you never offered to give me my money if I drove down there. That was never in the equation. And I told you I will not be bullied into having to stay at your hotel after my experience. Now I am feeling really stressed from this whole siyuation that should of not been a problem, but u feel I do not deserve a refund and you continue to try and bully me. So again I would like a refund of my money with interest and now I need compensation for my stress. I know recordings will not be allowed in court if it goes that way, but they are rather for media purpose. Or maybe for a competitors commercial.

[redacted]
[redacted]
General Manager | Quality Inn Encinitas
607
Leucadia Blvd.
Encinitas,
CA 92024
December
11, 2015
[redacted]
[redacted]
[redacted]
[redacted] Ave. Apt....

*
[redacted],
CA [redacted]
Dear
Mr. [redacted],
Again,
I sincerely apologize about your stay and the experience that you had with us. It
is always our intent to provide each and every guests with a Quality guest
experience. I do regret that is how you felt after our conversation. 
As
stated over the phone, our company policy is that we do not mail checks to
guests. In addition, we would not be able to provide you cash because as you
stated you would not drive down to the hotel. I completely understand that
driving down here is out of your way. However, I did provide you with options
in which you would be provided compensation. I offered you a complimentary stay
at our hotel for two nights. You declined because of how you felt about the
spiders in which I completely understand. I offered you CHOICEprivilege points
which would constitute for a free night at any of the many Choice Hotels
properties, PLUS a free night at our hotel to provide you with a positive guest
experience.
You
became upset that we would not mail you your money and began to ask for the
information to our corporate office. Your statement that I did not provide you
this is not true. At that time, I provided you with the direct number
to Choice Hotels Customer Service line twice. Again, that number is (800) 300-8800.
I personally apologize if you felt that I was being rude, but that is the
procedure for any guest complaints that haven’t been resolved at the property
level. Again, please feel free to call that number and make your complaint. 
Our
settlement still stands at the option for CHOICEprivilege points where you
would be able to book at any other hotel for one night where the rate may even be
higher than the $90 paid to ours. The points do not expire for 18 months. I would still like to provide you with that
complimentary night at our property and it is available for one year from the
date we spoke (11/20/15).
I
do sincerely apologize again about your experience and the way you felt about
my service. I hope that you have a wonderful holiday season!
Sincerely,
[redacted]
[redacted]

Dear Mr. [redacted],Again, I do apologize that you feel that way about our conversation. I would appreciate a copy of your recording as I am also aware of what was mentioned in our conversation. You stated that you would not be willing to drive down from Los Angeles to get your money back. I explained to you that we did not mail cash nor checks to guest. In addition, I had provided you with the same Choice resolution number mentioned in my first resolution statement. I did not provide you with another contact as it was unnecessary. Any guest complaints are always directed to the Choice resolution number you were provided. Our intention was not to "bully" you, but to provide you the best method of remedy for your issue within our policies and procedures.  I do personally apologize that you do not feel that it was sufficient or that I was rude. Again, our resolution stands and is available for you whenever you would like. Thank you.Sincerely,[redacted]General Manager | Quality Inn Encinitasaddress: 607 Leucadia Blvd. Encinitas, CA 92024phone: 760[redacted]fax: 760.[redacted]cell: [redacted]e-mail: [redacted]@koyucorp.comwebsite: http://www.qualityinn.com/CA889

Review: I rented a room from this establishment on my way home. They gave us our room keey went into room after going to eat , then after we took shower and got ready for bed, but when I pulled back the blankets, one big spider and 2 baby spider took off , I tried to catch all 3 but was only able to catch one. I have a uncomfortable feeling when ever I see a spider in a bed. I immediately packed our stuff and took the captured spider to front office to check out. I showed spider and and allowed night clerk to keep spider to show manager. I also took picture and have witness that can testify to the spider. When I called manager for refund , since we only stayed in room for like a hour, he was rude and unwilling to refund me. He said he would comp me a night, but he was trying to force me to stay at a place where I already felt uyncomfortable, it made no sense. So I asked him for the corporate number and he said I could get it my self and I also asked for him to relay message to his district manager at which time he said he doesnt do that.Desired Settlement: I woul first like to refunded for my room I rented and only stood for an hour in, would like to get compensation for my stress and nightmares I have been having since staying in their hotel and a letter of apology from the manager. And if the company thinks I am being unreasonable, then they can take my compensation out of managers pay, unless thats the attitude they train their managers to have.

Business

Response:

[redacted]

General Manager | Quality Inn Encinitas

607

Leucadia Blvd.

Encinitas,

CA 92024

December

11, 2015

[redacted] Ave. Apt. *

[redacted],

CA [redacted]

Dear

Mr. [redacted],

Again,

I sincerely apologize about your stay and the experience that you had with us. It

is always our intent to provide each and every guests with a Quality guest

experience. I do regret that is how you felt after our conversation.

As

stated over the phone, our company policy is that we do not mail checks to

guests. In addition, we would not be able to provide you cash because as you

stated you would not drive down to the hotel. I completely understand that

driving down here is out of your way. However, I did provide you with options

in which you would be provided compensation. I offered you a complimentary stay

at our hotel for two nights. You declined because of how you felt about the

spiders in which I completely understand. I offered you CHOICEprivilege points

which would constitute for a free night at any of the many Choice Hotels

properties, PLUS a free night at our hotel to provide you with a positive guest

experience.

You

became upset that we would not mail you your money and began to ask for the

information to our corporate office. Your statement that I did not provide you

this is not true. At that time, I provided you with the direct number

to Choice Hotels Customer Service line twice. Again, that number is (800) 300-8800.

I personally apologize if you felt that I was being rude, but that is the

procedure for any guest complaints that haven’t been resolved at the property

level. Again, please feel free to call that number and make your complaint.

Our

settlement still stands at the option for CHOICEprivilege points where you

would be able to book at any other hotel for one night where the rate may even be

higher than the $90 paid to ours. The points do not expire for 18 months. I would still like to provide you with that

complimentary night at our property and it is available for one year from the

date we spoke (11/20/15).

I

do sincerely apologize again about your experience and the way you felt about

my service. I hope that you have a wonderful holiday season!

Sincerely,

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.

Regards,

Yes I am amused at your recollection of our conversation which is why I recorded it for help of recollection and you clearly stat you would not give me information because I could find it myself on internet and you also refuse to relay a message for me to the district manager, which you denied even having at first. If you like I could send you a copy of conversation and also one for your corporate office to have for their records. And you never offered to give me my money if I drove down there. That was never in the equation. And I told you I will not be bullied into having to stay at your hotel after my experience. Now I am feeling really stressed from this whole siyuation that should of not been a problem, but u feel I do not deserve a refund and you continue to try and bully me. So again I would like a refund of my money with interest and now I need compensation for my stress. I know recordings will not be allowed in court if it goes that way, but they are rather for media purpose. Or maybe for a competitors commercial.

Business

Response:

Dear Mr. [redacted],

Review: I called Quality Inn to cancel my room 1 day before arrival, thinking it was a 24 hr cancellation policy as I was told when I made the reservation. I was informed it was a 7 day cancellation policy and that I was to be charged 2 nights full room and tax = 380.00. I explained to the manager [redacted] that I was told on the phone it was 24 hour cancellation policy and he informed me that although that is hotel policy, but we were on group rate and cancellation was 7 days. (EXCESSIVE) he did agree to "do me a favor" and only charge me for one night--189.00. I agreed reluctantly. He Immediately he said my card was declined--even though he did not give me my total, and that I needed to give him another form of payment. I told him I would have to call him back. [redacted] then proceeded to call my daughters coach informing him of my cancellation and credit card declination. THIS IS TOTALLY UNACCEPTABLE!!!!! Mr. [redacted] had absolutely no right to share my personal business with my daughter's coach. I cannot even express my embarrassment and anger at what he did!!!! When I called him back to give him payment, he was rude and would not let me speak when I tried to ask him why he would call my daughters coach and talk to him about MY FINANCES!!. This whole situation is unacceptable. From the EXCESSIVE charge for not cancelling 7 days in advance to Mr [redacted]'s behavior afterwards. The hotel cancellation policy is 24 hours --which was what I was told when I made the reservation. He said I was given the incorrect information on the call and that the confirmation email stated 7 days. ???Desired Settlement: I would like a refund of my 189.00 and an apology by the hotel. I cancelled 24 hours in advance as per hotel policy and per my conversation upon making the reservation. On a personal note, if [redacted] were my employee he would be fired on the spot for divulging personal information of a customer to a 3rd party ! we stay in dozens of hotels a year for tournaments and work related business, and I have never experienced anything that compares to this.

Business

Response:

To Whom it May Concern: I am writing you this response in regards to the case number referenced above. I would first like to state that we have avery strong relationship with multiple sports event coordinators in the San Diego County Area and multiple teams fromCalifornia, Arizona and Nevada because of our professional service.Our cancellation policy with ANY and ALL groups has always been 7 days prior to the arrival date of the group. This isstated multiple times. It is first stated with the group coordinator who creates the group's room block. It is verified withthe group coordinator before the saving and completion of the group master. It is then included in an email to the groupcoordinator, who is then responsible for explaining the reservation process, cancellation policy and cut-off date to theirmembers. It is emphasized further during the reservation process fot the individual group member. In addition, we emailEACH and EVERY individual group member a copy of their confirmation letter via email where it specifically states'"Your reservation has been guaranteed by CREDIT CARD. If you need to cancel this reservation, you must do so by 4 PMlocal hotel time, 7 days .before the date of arrival to avoid a cancellation policy." That was a minimum of 5 times that thegroup has been told there is a cancellation policy of 7 days. These group reservations that are held for our sports teams and events are held at a heavily discounted group rate. thattypically land oo holiday and event dates that are only ensured ,due to the volume and gulltllfltee that the hotel is given bythe groups. This is the reason that we enforce a 7 day cancellation policy with these reservations. in order to be given ·sufficient time to be able to sell the rooms in case of cancellations. I understand that this guest is under the impression that they were given a 24 hour cancellation policy, but their email wason file and an email confirmation letter was sent to the guest. ln addition, the group coordinator was responsible forforwarding this information to their members and this was the reason they were called when we were .having difficultieswith the guest. We did not explain to the group coordinator their financial situation, but that we were having issuesenforcing our cancellation policy that was also the responsibility of the group coordinator to assist us in informing andenforcing the policy. They requested for the individual member's name and we provided them with the requestedinformation. What the group coordinator did was contact their member and assist us in enforcing our cancellation policythat we had negotiated. Our GM took into consideration the reason that the guest was unable to stay with us and cbaxgedher solely for one ( 1) night when our 'minimum length of stay was for two (2) nights total. However, l would like to take this time to personally apologize for the embarrassment and way the guest felt treated. it isnever our intent to make our gl.iests el unappreciated and embarrassed. I would hope that they would accept my apologyand provide us another opportunity. o provide them with a great night's sleep and a Quality experience.