Residence Inn by Marriott - Boise

I am responding to the complaint submitted on 2/18/16, ID *** which was received on 2/27/at our hotel. It is very unfortunate that this situation occurred, yet I have a different account from my staff on how the events described Our team members did go to the room just a few
minutes before our published check out time of noon. The guest said they wanted to stay another night. We were very full and told the guest to contact the front desk to check. In the meantime because the room had been a "No Service" for days my associate asked to come into the room for a standard check of the room. This is hotel policy to check a room that has not been serviced for days. Most hotels have a similar policy in place. The man that was there let her in. After being told to leave as she was dressing she was later told to leave because they couldnt stay longer due to the hotel being full. About a half hour later (nearly 1/hour after check out time)the suite attendant knocked on the door to see if they had left. The girl said they needed another hour. The suite attendant asked if they needed help and the girl yelled at her saying they would get out when they can Some time later a few associates were outside that building and could hear lots of yelling and commotion coming from the room- like someone was throwing things in a tantrum. They decided to all go up to the room to make sure everyone was ok, that there were no broken items and to ask them to be considerate of our other guests. They asked to enter and were allowed by the man and they were then verbally assaulted by the girls while checking the room. The guests were screaming and yelling and threatening so my staff left The girls came to the front desk a short time later and I could hardly get a word in as they explained their side of what happened. They were very emotional and yelling and demanded free night certificates. When I started asking questions and it became apparent I wouldnt give them their free nights immediately they turned and stormed out of the building Our hotel has an amazing record of high guest service and guest satisfaction and is fully trained on handling guest issues. These guests were very emotional and acted quite inappropriately. We will not be giving them the two night certificates and we will not be charging them the $smoke damage recovery fee eitherSincerely *** *** General Manager Residence Inn by Marriott Boise Downtown