Radisson Penn Harris Hotel & Convention Center

Guest did in fact arrive on 7/9/with a groupUnfortunately the request for an adjoining room was either mistakenly missed by our staff at cheor at time of reservationShe was assigned to a room that had recently been renovatedAfter learning of her request for adjoining room all that was available at the time were rooms that were side by side ( [redacted] & ***)Guest was assigned to ***It was reported that the carpet was wet near the window and our maintenance technician was dispatchedIt was discovered that the air conditioning unit drain line had leaked and gotten the carpet wetAt that point our system had shown that the adjoining room was occupied so we looked for another room as close to the original room to move the guest intoAt some point during the checking of rooms it was discovered that the adjoining room had in fact not yet arrived so the room was prepared to move the Guest into, yes there was in fact a roll away bed that needed to be removed as the guest that was to be in that room requested oneThis was removed and the room was thoroughly checked to make sure it was everything was top notch as it we had already not done a very good job making her visit pleasant, The room was equipped with a refrigerator as the guest requestedThe guests charges were adjusted by 10% discount for her troubles at this time We have served this group for several years and as stated some of the guests are older, there are many requests for lobby level rooms and we make every attempt and effort to place these guests on this levelUnfortunately the number of requests is greater than the number of rooms on this level and it is very difficult to meet all of these requestsUnderstanding that fact we schedule additional staff and put every manager & employee on alert to assist the guest to their room with their luggage and belongings to make their travel to their rooms as easy as possibleWe are very pro-active and attune to any guest with ADA concerns, please see attached guest comments.I am unaware of any guest that found mold on tier carpet but obviously we take this very seriouslyWe have on contract a professional carpet cleaning company that conducts ongoing carpet & tile cleaning every Monday in guestrooms and public areasour hotel has guest rooms and we are in the midst of a multi stage renovation that includes guestrooms, meeting Space, restaurant, lounge, public areas, exteriors and many mechanical systems that are not in the guest areasOf the guestrooms we have completed to date and are planning to complete the remainder by years end.I am also unaware of a hold on a credit card for $2,If this did occur it certainly was an error and not intentional and I am quite confident was rectified in very short order.Our staff is certainly not pleased or proud of the issues and missteps that the guest experienced making her stay with us an unsatisfactory visitWe are committed to trying to “make it right" for her both through our corporate office and at the hotel levelIn addition to the “overnight stay” certificate we will authorize a credit in the amount equal to one night room & tax that was paid here for the Convention

Guest did in fact arrive on 7/9/15 with a group. Unfortunately the request for an adjoining room was either mistakenly missed by our staff at check-in or at time of reservation. She was assigned to a room that had recently been renovated. After learning of her request for adjoining room all that...

was available at the time were rooms that were side by side ([redacted] & [redacted]). Guest was assigned to [redacted]. It was reported that the carpet was wet near the window and our maintenance technician was dispatched. It was discovered that the air conditioning unit drain line had leaked and gotten the carpet wet. At that point our system had shown that the adjoining room was occupied so we looked for another room as close to the original room to move the guest into. At some point during the checking of rooms it was discovered that the adjoining room had in fact not yet arrived so the room was prepared to move the Guest into, yes there was in fact a roll away bed that needed to be removed as the guest that was to be in that room requested one. This was removed and the room was thoroughly checked to make sure it was everything was top notch as it we had already not done a very good job making her visit pleasant, The room was equipped with a refrigerator as the guest requested. The guests charges were adjusted by 10% discount for her troubles at this time We have served this group for several years and as stated some of the guests are older, there are many requests for lobby level rooms and we make every attempt and effort to place these guests on this level. Unfortunately the number of requests is greater than the number of rooms on this level and it is very difficult to meet all of these requests. Understanding that fact we schedule additional staff and put every manager & employee on alert to assist the guest to their room with their luggage and belongings to make their travel to their rooms as easy as possible. We are very pro-active and attune to any guest with ADA concerns, please see attached guest comments.I am unaware of any guest that found mold on tier carpet but obviously we take this very seriously. We have on contract a professional carpet cleaning company that conducts ongoing carpet & tile cleaning every Monday in guestrooms and public areas. our hotel has 250 guest rooms and we are in the midst of a multi stage renovation that includes guestrooms, meeting Space, restaurant, lounge, public areas, exteriors and many mechanical systems that are not in the guest areas. Of the 250 guestrooms we have completed 165 to date and are planning to complete the remainder by years end.
I am also unaware of a hold on a credit card for $2,000.00. If this did occur it certainly was an error and not intentional and I am quite confident was rectified in very short order.
Our staff is certainly not pleased or proud of the issues and missteps that the guest experienced making her stay with us an unsatisfactory visit. We are committed to trying to “make it right" for her both through our corporate office and at the hotel level. In addition to the “overnight stay” certificate we will authorize a credit in the amount equal to one night room & tax that was paid here for the Convention.

Guest did in fact arrive on 7/9/15 with a group. Unfortunately the request for an adjoining room was either mistakenly missed by our staff at check-in or at time of reservation. She was assigned to a room that had recently been renovated. After learning of her request for adjoining room all that was...

available at the time were rooms that were side by side ([redacted] & [redacted]). Guest was assigned to [redacted]. It was reported that the carpet was wet near the window and our maintenance technician was dispatched. It was discovered that the air conditioning unit drain line had leaked and gotten the carpet wet. At that point our system had shown that the adjoining room was occupied so we looked for another room as close to the original room to move the guest into. At some point during the checking of rooms it was discovered that the adjoining room had in fact not yet arrived so the room was prepared to move the Guest into, yes there was in fact a roll away bed that needed to be removed as the guest that was to be in that room requested one. This was removed and the room was thoroughly checked to make sure it was everything was top notch as it we had already not done a very good job making her visit pleasant, The room was equipped with a refrigerator as the guest requested. The guests charges were adjusted by 10% discount for her troubles at this time We have served this group for several years and as stated some of the guests are older, there are many requests for lobby level rooms and we make every attempt and effort to place these guests on this level. Unfortunately the number of requests is greater than the number of rooms on this level and it is very difficult to meet all of these requests. Understanding that fact we schedule additional staff and put every manager & employee on alert to assist the guest to their room with their luggage and belongings to make their travel to their rooms as easy as possible. We are very pro-active and attune to any guest with ADA concerns, please see attached guest comments.I am unaware of any guest that found mold on tier carpet but obviously we take this very seriously. We have on contract a professional carpet cleaning company that conducts ongoing carpet & tile cleaning every Monday in guestrooms and public areas. our hotel has 250 guest rooms and we are in the midst of a multi stage renovation that includes guestrooms, meeting Space, restaurant, lounge, public areas, exteriors and many mechanical systems that are not in the guest areas. Of the 250 guestrooms we have completed 165 to date and are planning to complete the remainder by years end.I am also unaware of a hold on a credit card for $2,000.00. If this did occur it certainly was an error and not intentional and I am quite confident was rectified in very short order.Our staff is certainly not pleased or proud of the issues and missteps that the guest experienced making her stay with us an unsatisfactory visit. We are committed to trying to “make it right" for her both through our corporate office and at the hotel level. In addition to the “overnight stay” certificate we will authorize a credit in the amount equal to one night room & tax that was paid here for the Convention.