Riverboat Delta King, Inc.

Review: My husband and I were taking a shower and the water was set at a perfect temperature. We got in and the water went from perfect for us to really cold to scolding causing it to burn my upper righ chest above my breast.This continued a few rimes and we decided it wasnt safe to finish our shower. I called the front desk and told them and I was told we had to wait for tomorrow for a refund after talking to a manager. They would be glad to out us in another room. Well putting us in another room was not going to solve the water issue or that I was just burned. This happened at 838. The bathrooms are very dirty with mold and a slippery film was on the shower floor as well.Desired Settlement: These rooms are expensive and they are not worth the amount of money and they're not safe. I would have gone to another hotel with my husband but do to thr late hour and wanting to talk to a manager we decised to stay until the morning.

Business

Response:

Dear Mrs. [redacted],I'm sorry that we disrupted your special time with your husband and that you were injured. I spoke with the front desk manager who said she indicated to you that a full refund would be applied that day. I have confirmed that the amount was refunded on 6-16-16. Some times it may take a few days to appear in your account. If the credit has not shown in your account by now, please contact me directly at [redacted], but it should be there.I hope you made it home safely and I'm sorry for any inconvenience or discomfort that you may have experienced. Sincerely, [redacted]General Manager

Business

Response:

Dear Mrs. [redacted],I'm sorry that we disrupted your special time with your husband and that you were injured. I spoke with the front desk manager who said she indicated to you that a full refund would be applied that day. I have confirmed that the amount was refunded on 6-16-16. Some times it may take a few days to appear in your account. If the credit has not shown in your account by now, please contact me directly at [redacted], but it should be there.I hope you made it home safely and I'm sorry for any inconvenience or discomfort that you may have experienced. Sincerely, [redacted]General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: My bike was stolen while in the care of Valet Parking. The GM has failed to respond to requests to assist me in recouping the loss.

We stayed 2 nites at the Delta King in October. When my friend and I arrived we inquired about storing our bikes in the hotel. The attendant in Valet Parking assured me there was no need to remove my bike from its locked rack, that "they would keep an eye on it." He failed to tell me that there was a place the hotel regularly stores customers' bikes. The next morning when the bike was reported stolen I noted that there was no damage to the bike rack indicating that rack must have been unlocked to facilitate the theft. The key to the rack was in the cupholder between the seats, clearly visible to anyone moving the car. The car was locked and only Valet Parking had a key. [redacted], the GM has never responded to these facts and concerns. He wrote an email without ever talking to me about what happened. His email stating that the Delta King "is not responsible" didn't address the fact that his employee misled us about the safety of leaving the bike on the car rack. He has failed to respond to my requests to file a claim with their insurance company. He has ignored my request for the name and address of the employee who was on duty that day when I arrived. He has shown absolutely no concern for the fact that I was misled by one of their employees, which resulted in the theft of my bike.Desired Settlement: My bike was a handmade Cannondale with full suspension and upgraded components. The replacement value of this bike is $2500. I would like to be reimbursed for this loss either directly from the Delta King or through their insurance

Business

Response:

Initial Business Response

Ms. [redacted] seems to be a nice person who is upset that her very bicycle was stolen when her car was parked with the valet. I would be upset also.

The complaint submitted by Ms. [redacted] is very one sided and does not include

all the information regarding the theft. I believe she is mistaken in what the valet

told her. I asked the valet to provide me a statement as to what happened when

Ms. [redacted] arrived at the Delta King. His statement is included in my second response to Ms. [redacted] below.

Unfortunately this response is fairly long but I want to lay out the full record.

I have had several contacts regarding Ms. [redacted] and her stolen bike.

(10-22-13) The first contact stated:

"My bike was stolen this weekend from Valet Parking, I'd like to talk with you

about filing a claim with your insurance company. More importantly, it appears that one of your employees was involved in the theft. Let's talk before I post this information on Yelp"

(10-22-13) I replied later that day:

"I have just returned from the Old Sacramento Management office where I was

reviewing the security footage of your bicycle being stolen from the back of your

vehicle. It is clear to me that the person who stole your bicycle was not an

employee of the Delta King nor a past employee of the Delta King. It was a person that I am not familiar with. The Sacramento Police Department along with the Old Sacramento Management office have also reviewed the security footage

and they are not familiar with the person taking the bicycle.

As I was leaving the boat around 1 am that morning I observed both of the bicycles on your vehicle and inspected the locking system. I pulled on the bike to see how secure your lock system was and was unable to move them within the

lock. At that point I concluded just as you must have, that the bicycles were properly secured. As I was leaving Old Sacramento I called the Old Sacramento Bicycle Patrol officer [redacted] J. and made him aware that the bicycles were there

and asked him to keep an eye on them.

From the security footage [redacted] did check the bicycles the last time a little before

3 am. The thief is first observed shortly after 3 am and departs; returning around

3:11 am after casing the area from the middle of the street. It took him several

minutes to disengage the bicycle which included a minute or so of hiding behind

your vehicle from a patrolling Sacramento Police car. Once disengaged, the thief

made a quick escape down Second Street and appeared to be headed toward

the Tower Bridge and beyond.

I do not know why you state "it appears that one of your employees was involved

in the theft" If you know something I do not know, then we should contact the

police immediately and have that person arrested. Unsubstantiated claims are

libelous and not beneficial to anyone.

This was clearly a crime of opportunity for which the Delta King is not responsible. We are unable to insure you against the illegal acts of others. I suggest that you submit the loss to your insurance company and make a formal report to the Sacramento Police Department if you have not done so already. We do have our in house Incident Report if additional documentation is required.

(FYI, it is my understanding that the security footage is only available for viewing

for 10 days before it is copied over). Attached are a couple of screen shots of the

thief.

I am truly sorry for this incident "

( 10-23-13) Ms. [redacted] replied;

"Thank you for reviewing the surveillance video and sharing that information with

me. I also appreciate that you checked the security of the bikes before you left

that night, and made the extra effort to ask the bicycle patrolman to keep an eye

on them. That is great customer service.

The reason I believe that the Delta King is responsible for the loss is because

when I arrived I asked if there was a place on board ship to store the bikes during

our 2-day stay. The person on duty at Valet Parking assured me that the bikes

would be safe and would be watched, and that removing them was

unnecessary. He did not mention that Valet Parking closed at night and no one

would be there. Truly was misled as to what the risk was.

The reason f believe a DK employee aided in the theft is because as you stated,

the bikes were securely locked and the only way someone would have been able

to remove that bike would be to have the key to the lock. The key to the lock was

in the cupholder between the seats, easily visible to anyone driving the car.

When I was informed that my bike had been stolen I examined the bike rack and

noticed that it didn't look like anything had been forced. I went to get the key so

we could remove the remaining bike and noted that the key was now in the

armrest compartment between the seats. That is why I believe an employee was

involved in the theft one way or another, and wanted you to be aware of that so

that you can take precautions in the future to protect the integrity of your

business.

I have shared the above information with the Sacramento Police Dept. and will

be adding it to the report I fifed.

I would like to file a claim with your insurance company for the loss because I

was led to believe that the bike was absolutely safe on the back of the car and

that there was no reason for concern. If this is not possible then I will pursue this

matter by other means.

My friends and I greatly enjoyed our stay on the DK. The front desk staff and

[redacted] and [redacted] in maintenance, in particular, were helpful and sympathetic to

my loss. Food was superb, rooms were quiet and clean, and evenings on the

deck were lovely. I so wish that the theft hadn't happened, as it scarred an

otherwise lovely getaway."

( 10-25-13) A couple of days later Ms. [redacted] sent a follow up inquiry:

"Can you please tell me the status of my request to file a claim with the Delta

King's insurance company for the theft of my bicycle from the OK's valet parking

area? It has been several days now since my email to you explaining why I think

it is the DK's responsibility for this then, and I am concerned that my request is

being ignored"

(XX-XX-XX) Ms. [redacted] sent a follow up inquiry:

"I have spoken with my insurance company regarding the loss that occurred

while my bicycle was in Valet Parking. They are requesting the name and

contact information for your employee who was working in Valet Parking on that

Thursday (September l7th) when we arrived. We arrived around 4pm on that

date.

Thank you for your assistance with this.

(XX-XX-XX) Ms. [redacted] made the following request:

"Can you please tell me what the company policy is on storing bicycles for guests

of the Delta King?

I am again requesting the name of the employee who was in Valet Parking on the

day that I arrived? My arrival time was approximately 4pm.

(XX-XX-XX) I replied the following:

Dear Ms. [redacted]

The name of the employee in the valet department when you checked in was

[redacted] Previously you asked for his persona! contact information which I am still

unwilling to give.

1 spoke with [redacted] the other evening and asked him to write a paragraph of the

events when you checked in. The following was delivered to my office Thursday:

Customer pulled into valet with her Honda SU V WI bikes on the back.

She asked if it would be alright to leave her bikes on the back of the vehicle.

I advised her to check with the front desk to see if there was a better place to keep the bikes, then come back up and we will take care of them.

She never came back up after checking in so I left the vehicle with bikes on the dock overnight.

You ask what the Delta King policy is for storing bikes for guests. We do not have

a formal policy regarding bicycles but if a guest asks for assistance storing a bike in their room or elsewhere, we do our best to accommodate them.

I have had the opportunity to review your Yelp posting regarding the theft of the

bike and it is contrary to the facts of the security video recorded by the City of

Sacramento. The thief was not an employee of the Delta King. The thief was seen "casing" the bike and when he decided to take it, he struggled to get the bike off your locked rack. He did not enter your vehicle he did not have a key

and he did not return the key to your vehicle. Your accusations are libelous and

with out fact. 1 again say if you know something I do not know contact the police

and we will cooperate with them immediately.

As I mentioned previously, this is clearly a crime of opportunity for which the

Delta King is not responsible. We are unable to insure you against the illegal acts

of others. If your insurance company is in need of any other information to

process your claim, other than confidential employee information, please have

them contact me directly.

(XX-XX-XX) Ms. [redacted] responded:

Dear Mr. [redacted],

I appreciate the response but there are several points that are contradictory and

questionable.

1) Your employee's statement is inaccurate. It is only to be expected that he is

not going to say what he told us, that the bikes "were safe in valet parking and he

would keep an eye on them." I arrived with my friends, so there are witnesses to

what was said. We were all under the impression that they were safe. Never did

[redacted] mention that Valet Parking would close and there would be no one there to

"keep an eye" on the bikes.

2) Your response does not address the fact that there was no evidence of force

or damage to the bike rack. In your email dated October 22nd you stated that

you inspected the locking system when you left that night and that you were

unable to move the bikes within the lock.

3) There is no explanation for why the bike rack key had been moved from the

place 1 had left it in the car.

4) I did in fact return to my car later that night with my adult son to retrieve an

item. The person on duty gave me the keys to get in the car and never made

any mention about moving the bike inside where other guests had stored their

bikes, nor did he mention that Valet Parking would be closing in an hour or two.

I am not saying that it was your employee who was on the surveillance video, I

am saying that we were misled about the safety of leaving the bike in Valet

Parking, and that clearly someone unlocked the bike rack to facilitate the theft

and the only persons who had access to that key were your employees in Valet

Parking.

My bike was stolen while left in the care of the Delta King's Valet Parking. I paid

a fee that was almost 4 times higher than parking in the lot nearby because I was

led to believe that my vehicle and bike would be safe in their care. I have had

that bike for many years because I have been cautious about locking it properly.

I am not convinced that your employee was not involved in facilitating this theft.

Since you are unwilling to provide the contact information needed to pursue this

Joss that leaves me in the position of holding the Delta King responsible for the

actions of its employees. It is my intent to pursue this until 1 am reimbursed for

the loss.

(XX-XX-XX) Ms. [redacted] requested:

This is my final written request for compensation in the amount of $2500.00 for the loss of my bicycle while in the possession of the Delta King's Valet Parking.

If I do not receive a check or information on who carries your insurance coverage by Wednesday, I will take the next step in attempting to recover the loss.

Upon request I can provide a detailed list of the replacement cost for this bicycle and its upgraded components.

This was our last direct interaction.

I have not responded to Ms. [redacted]'s XX-XX-XX e-mails and Revdex.com complaint until now. My response is as follows;

The employee statement is true and correct according to the valet. I offered him a chance to change his statement and he said it is 100%

correct. The valet knew there was not another valet scheduled until the morning and would not have said otherwise. We are a 44 room hotel it is

unreasonable to expect that a valet would be "present through out the night

to "keep and eye" on the bikes.

When I was leaving, I only looked at Ms. [redacted]'s bike and lock system briefly. It is my recollection that the lock had a rubber coating/hose on the "jaws" of the lock that kept the lock from scratching the paint of the bike. In

a previous correspondence Ms. [redacted] said the lock did not appear to be forced. I'm not sure how that would be evidenced given that the holding

clamp/jaws were rubberized. When I pulled on the bike it was not with the intent of stealing it the bikes appeared secure. In reviewing the security

video the thief spent several minutes before he was able to disengage the bike. He clearly did not have a key nor was the lock unlocked by a valet.

I have no explanation. It could have been moved when she and her adult son returned to the vehicle to retrieve an item.

I am not aware if we had any other guest that night that had brought bicycles and asked to store them in their room or else where on the boat.

According to the valet statement he was waiting for direction from Ms. [redacted] subsequent to her checking in.

Ms. [redacted] again asserts that the valet unlocked the bikes facilitating an

accomplice to come back at a later time and steal the bike. This is NOT in keeping with the video where the thief struggled to get the bike out of the rack. This video was viewed by the city police, city employees and me.

The valet had left before me, the bikes appeared secure when I left and 2 hours later the bike was taken.

If this was a planned theft why didn't the thief take both of the bikes? As I stated before, I believe this was simply a crime of opportunity.

Ms. [redacted] states she "paid a fee that was almost 4 times higher than

parking in the lot nearby because I was led to believe that my vehicle and

bike would be safe in their care" I am not aware of any parking lot near by that is less than our rate for hotel guest. We offer a reduced rate that is less than the 2 city operated garages in Old Sacramento for overnight parking.

Ms. [redacted] stated that I am unwilling to provide contact information needed to pursue the loss. I had suggested that she contact the police and her

insurance company and offered to provide them with any information that I have. What I could not do was to give Ms. [redacted] the personal information of an employee; that is confidential information.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I do not accept the hotel GM's response because even if this was a crime of opportunity as he argues,the hotel has a responsibility for the actions and errors of its staff. His employee [redacted] had the obligation to tell me that Valet Parking would close for the night and the bike would be left unattended. His statement that he advised us to inquire at the front desk about storage is not accurate. I am upset that [redacted] neglected to tell us that guests regularly stored their bikes in the hotel's theater. Other Delta King employees were aware of this, so it is surprising that the [redacted] made no mention of this. If [redacted] was unaware of this practice then the company is responsible for not properly training him. Furthermore, contrary to [redacted] statement, I DID return to the car much later that night with my adult son who will bear witness to the fact that [redacted] said NOTHING to me when he gave me the keys to the car. We were the only people there so he had ample time to ask me what the front desk had said about storing the bike, and to inform me that he would be leaving soon and the bike would be unattended. The fact still remains that my bike was left in the care of the Delta King's Valet Parking and I was told by [redacted] in front of witnesses that he would "keep an eye on it and there was nothing to be concerned about." At the very least, [redacted] made errors that had serious consequences. I am not satisfied with the explanation that the GM has given because it takes no responsibility for the errors of his employee [redacted] and shows little concern for the safety of guests' property during their stay at the hotel.

Review: We purchased a voucher on Travel Zoo and could not use it by the expiration date. WE tried to contact them and asked if we could use it for the promotion they are running now through AMAZON, for the same $99 price and the will not get back to us. We have left voice-mail and email messages and no one will respond. they did tell my husband earlier in the week, before I saw the promotion again on AMAZON, That the price was $175. Meanwhile their on line price is cheaper. Now I know they have to honor the $99 we spent, but if they are running another $99 promotion, why can't we get it?The customer service and communication has been terrible. They just do not respond and don't care. They are rude and do not care about customer satisfaction, that is probably why they always have so many rooms available. No one would really want to stay there with this type of treatment, but we are stuck because we already paid $99.Can you help us get some answers??Desired Settlement: either refund our $99 or let us stay there one night for the $99 promotion rate that we bought it for on Travel Zoo and that they are running again on Amazon through November.

Business

Response:

We have communicated with Mrs. [redacted] that

we will honor her $99 voucher value but we are not willing to offer her the

significant promotional discount, that we had offered previously through the

[redacted] promotion (prior to the expiration date).

We are now doing a different but

similar promotion through [redacted]. She is asking that she be able to utilize her

[redacted] voucher and receive the [redacted] promotion. We have told her we were

unwilling to that.

If I had a theater or sporting event ticket

and I did not use it for its stated date, even though there may be another similar

theatrical event or game a week or two later, I would not be entitled to use

that ticket. Again we are willing to give Mrs. [redacted] the full $99 purchase

value which can be applied to a future nights stay. The [redacted], the [redacted] nor

the [redacted] would do that.

Another example might be if you had

a grocery coupon for a box of [redacted] cereal that has expired, you would not be

entitled to utilize that couple for a box of Kellogg’s cereal. [redacted] and Kellogg’s

are different as [redacted] and [redacted] are different.

Mrs. [redacted] is being very

disingenuous when she says we have not communicated with her. We have communicated

with her or her husband several times, (at least 3 phone calls and 1 e-mail between August 11 and August 18,

2014) she just didn’t like the answer.

Consumer

Response:

I am rejecting this response because: I don't understand what she is talking about. she called only once. Is she giving us the night for $99 or do we have to pay $179 rack rate? I am asking for the $99 dollar rate. REally, with this type of treatment, I DON'T WANT TO STAY THERE, but am stuck because we already paid. THIS WILL BE A TERRIBLE EXPERIENCE, since they are not customer oriented.

Can we get our money back? This seems like a terrible place. I don't like her condescending attitude and analogies to sporting events. This is totally different TYPE OF EXPERIENCE. I NEVER HEARD OF A HOTEL TREATING PEOPLE LIKE THIS.

No wonder they are never full and always have rooms available. They are just being crooks!

Please advise if you can do anything about this? And explain what she is saying.

Business

Response:

I'm sorry that Mrs.

[redacted] feels that our previous response was condescending. We were attempting

to identify what we thought were a couple of reasonable analogies of other

businesses that act similarly.

Mrs. [redacted] continues to

demand that we extend and/or convert the promotion that she purchased for a

different promotion. She does so under

the guise of customer service. She says that because we do not do what she

wants, we are crooks. It really doesn’t

make sense to me.

Mrs. [redacted] and the

Delta King are bound by the same voucher terms. We have been and are willing to

do all that is required to fulfill our obligation. She is currently entitled to

a credit of $99 toward a purchase for another nights stay. She is not entitled to the other elements of

the original promotion because she did not fulfill her obligation to use the

[redacted] voucher timely.

Mrs. [redacted] quotes a

$179 rate. I’m not exactly sure where that number comes from. Our rates do vary

depending on location, occupancy and the night of the week. As a general rule,

Sunday through Thursday our rooms range from $136 to $184 and on Fridays and

Saturdays they range from $144 to $214. This rate includes a complete made to

order breakfast including eggs, choice of bacon, sausage or ham, muffin, coffee

and fresh orange juice. (Deluxe rooms and the Captain’s Quarters are available

for an additional charge). The $99 credit is available to be appliedto any of the room

types, 7 days a week. If Mrs. [redacted] is a member of [redacted] or [redacted] we would

be willing to offer her a 10% discount on her hotel room rate.

Lastly, Mrs. [redacted]

purchased her voucher through [redacted]. She might contact them directly about

a refund. I do not know what their refund policy is for someone who did not

redeem their voucher timely and now requests a refund.

Sincerely,

General Manager

Ps. I was the author of the previous response