Reliance Metals Roofing & Construction

On Mon, Jan 15, at 12:PM, Christine [redacted] < [redacted] > wrote:I have heard from the business regarding this complaint and they have authorized refund and comped my next stay, how do I officially report I am satisfied?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] This company is refusing to provide an adequate answerI was told this party was fine when I had them switch my room to one on the first floorI was told my guest did not need to register because they weren't old enough and were not stayingI was told I was on this list because we had damaged and trashed the hotel which I was not charged for anything so I believe that tone falseI truly believe this hotel is not taking my complaint seriouslyI was not told of any damages or was I charged for any damage this hotel has no legit reason as to have me in this list other than they feel like it and I feel like that is completely disrespectful Regards, [redacted] ***

Company states the original response still stands.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]  This company is refusing to provide an adequate answer. I was told this party was fine when I had them switch my room to one on the first floor. I was told my guest did not need to register because they weren't old enough and were not staying. I was told I was on this list because we had damaged and trashed the hotel which I was not charged for anything so I believe that tone false. I truly believe this hotel is not taking my complaint seriously. I was not told of any damages or was I charged for any damage this hotel has no legit reason as to have me in this list other than they feel like it and I feel like that is completely disrespectful.  
Regards,
[redacted]

I have received your letter describing a customer complaint, with ID [redacted], datedAugust 31, 2015. Please be advised that we treat every customer complaint equallywith the utmost level of sincerity. Our response to this individual's complaint is below:• The housekeeper, [redacted] our Executive...

Housekeeper, [redacted] our AssistantGeneral Manager, and Adam our Chief Engineer all inspected the guest roomthat [redacted] occupied and verified that it wreaked like cigarette smoke.The smoking ban in the State of Wisconsin requires us to enforce this importantlaw. Each guest signs a registration card upon check-in agreeing to our termsand conditions of renting a room, including being held liable for smoking anddamages to our guest rooms. They can either pay our modest smoking penaltycharge or be fined by the police.• There was not a Do Not Disturb sign on the guest room door when ourhousekeeper entered to clean her guest room, nor were there any belongings.By appearance the room was dirty and vacant. As a private business and understate law, we have every right to enter any of our guest rooms at any time thatwe deem appropriate to inspect and/or clean the room.o I, the General Manager, was unable to meet with this guest as I was in ameeting at the time that she was complaining, swearing, and creating a scene inour lobby.Thank you for bringing this issue to my attention. We will not be returning the guest's$200 smoking penalty charge or reimbursing her for not abiding by state law whilerenting one of our guest rooms. We now consider this matter closed.~'

On Mon, Jan 15, 2018 at 12:05 PM, Christine [redacted] <[redacted]> wrote:I have heard from the business regarding this complaint and they have authorized refund and comped my next stay, how do I officially report I am satisfied?

Dear Benita [redacted], I have received your letter detailing a customer complaint that was submitted to you on 8/15/16 with ID number [redacted]. As Ms. [redacted] states in her letter, during her previous stay with us on 4/25/16, she admits to having '6 kids 2 adults the kids swim sang happy birthday n...

left'. Her reservation only listed two adults as the registered occupants of her room and the six children were therefore unregistered guests on-property. Any pool party must be approved by management in advance as well. Ms. [redacted] was made aware of our hotel policies upon check-in when she signed our registration card, as every guest is required to do, where she agreed to be held responsible for damage to our property as well as the fact that use of our facilities is for registered guests only. Any use of our facilities by unregistered guests, especially when damage is caused by them, is grounds for immediate eviction without a refund. In these instances, guest names are entered onto a Do Not Rent list so as to protect our business from future infractions. Our registration card also indicates, and the guest agrees to upon signing, that they "understand the management of this property reserves the right to refuse service to anyone." While Ms. [redacted]'s credit card on file at the time of her reservation in April was not charged for damages and she was not evicted from the property without a refund, she was placed on our Do Not Rent list for allowing unapproved access by unregistered guests to our pool facilities and having a party in our pool area that was not approved by management. We in management understand that this may be difficult for her to come to terms with. We, being in this position of maintaining order in our place of business, enforcing our policies and procedures so as to prevent future infractions, and having the difficult task of relaying these decisions to guests, do not go about these tasks lightly. But our position on this matter is such and we feel we have made the correct one. As Ms. [redacted] states in her complaint, this was all explained to her by Briana, one of our front desk agents, as well as Cristina, our [redacted]. The same information was detailed for her in the case that she created within our corporate guest relations department. We greatly feel that this information has been explained to her ad nauseum and consider the matter now closed. Best Regards, Patrick [redacted]