Riverboat Inn and Suites

Riverboat Inn and Suites906 E 1st StreetMadison, IN 47250###-###-####I called the [redacted] so that I could get the proper credit card number to refund a portion of their rent.  We decided to refund 1 and 1/2 night's rent since there was less than a 24 hour notice of...

their intentions.  I also wanted to find out more about their dissatisfaction.  Mr. [redacted] told me that he thought they should receive a full two night's refund and then handed the phone to his wife.  She explained some of the issues that disturbed them.  It seemed that the main thing they were upset about was that they thought they had a room with two beds in the Pilot House.  They had seen a picture on our website of a Pilot House room with two beds.  There is also a picture of a Pilot House room with one bed.  The rooms with two beds are upstairs and rent for $95 per night.  The downstairs rooms have one queen bed and rent for $75.  The [redacted] received a senior discount and reserved a downstairs room for $70 per night.  Our occupancy was light when they checked in so we did move them to a room in the main building that is a little bit larger and was an upgrade for them at no additional charge.  I apologized to Mrs. [redacted] if this was not properly conveyed to her by the reservationist on duty.  The [redacted] were also traveling with their dog and we are limited as to what rooms we can put pets in so as not to cause problems for future guests with allergies, etc.  Mrs. [redacted] thought that they had been charged $50 for the pet fee.  I explained to her that she had only been charged $25.The reservationist on duty when the [redacted] decided to check out reported to me that they told her the room was not what they expected that:1.  The bathroom door wouldn't shut.  I checked the room and the door would shut but was not latching properly and had to be adjusted.2. The chair was broken.  I also checked this and found both chairs in the room to be sturdy and having no problems.It seemed that Mrs. [redacted] was most upset about not having two beds as she turned our phone conversation back to this issue.  The reservationist asked if they wanted a downstairs room with one bed at $75 per night or an upstairs rooms with two beds at $95. They selected the price of $75.00 rather then selecting 2 beds at $95.00.   I wish that when they checked in they told us they needed two beds. We thought we did a nice deed by upgrading them to the main building at no extra charge.  Had  they  mentioned  the problem while they were here we could have put them in a slightly more expensive room with two beds and met their needs. I did not get short with Mrs. [redacted] or hang up on her.  In fact, I thought she had hung up on me.  They knew I was trying to get the credit card number they wanted refunded so I thought maybe she would call back when she had calmed down.  A few days later the clerk on duty said that the [redacted] had called.  I asked it they left the credit card number they wanted used and the clerk said no.  The clerk was going to try and call them and get the number.  I didn't hear anything else so on November 11, 2016 I placed a refund of $117.60 on the credit card account I had for them.We are in the hospitality industry and we strive to have well pleased guests.  We bend over backwards to meet our guests wants and needs.  I am sorry that the [redacted] were upset that they did not have a room with two beds.  If they had told us at the time they made their reservation that they wanted a room with two beds, instead of just assuming that all of the hotel rooms in the Pilot House have two beds, we could have easily accommodated them.  Since there were errors on both sides of this situation, I felt the fair thing to do was refund one and one half nights' rent.[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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted] I am rejecting the response from the Riverboat Inn because there is alot of falsification of information. First of all, forget about the two bed issue that has nothing to do with any part of this. To say that you are rufusing to refund the full two days rent because of not giving 24 our notice is wrong because we were not given any notice at all that our reservations for the room that we reserved was being changed without us knowing anything about it! Also to say that this is an upgrade is not true because according to the website the motel room rents for $4 less than the pilot house. I work as a maintenance worker for a retirement community and trust me when I tell you there were many things wrong in the room that we were put in. I did fix the broken chair which you are in denial about but only temporary because I didn't have any tools with me to fix it correctly, so you better look a little closer. We were also told by the young man at the desk upon arrival that we had been put into room 111 because it was more convenient for the motel as the pilot house had not been cleaned. I called the cedit card company and your refund was made on Nov 14 not Nov 11 as you indicated. When I called down to the motel asking for a call back from [redacted] I never got one and that was not for a credit card number, it was to discuss the issues which she avoided. Also I am wondering if [redacted] still owns the motel or if the website is even up to date.  I feel that is only right to get the full 2 nights refunded all things considered. Do the right thing after all you didn't let us know in advance of changes that were being made pertaining to our original reservations which I feel you are obligated to do. We did check out before check out time which would have given you the opportunity to re-rent the room if necessary. Honestly I wouldn't have stayed in that room if you would have made it free. However I am obligated to pay for one night and I have no problem with doing that. I just don't understand how you can feel good about charging someone for a situation that you created, not us. By the way, the adjustment that the bathroom door needed was the screws that was missing on the top door hinge.

Riverboat Inn and Suites906 E 1st StreetMadison, IN 47250###-###-####I called the [redacted] so that I could get the proper credit card number to refund a portion of their rent.  We decided to refund 1 and 1/2 night's rent since there was less than a 24 hour notice of their intentions.  I...

also wanted to find out more about their dissatisfaction.  Mr. [redacted] told me that he thought they should receive a full two night's refund and then handed the phone to his wife.  She explained some of the issues that disturbed them.  It seemed that the main thing they were upset about was that they thought they had a room with two beds in the Pilot House.  They had seen a picture on our website of a Pilot House room with two beds.  There is also a picture of a Pilot House room with one bed.  The rooms with two beds are upstairs and rent for $95 per night.  The downstairs rooms have one queen bed and rent for $75.  The [redacted] received a senior discount and reserved a downstairs room for $70 per night.  Our occupancy was light when they checked in so we did move them to a room in the main building that is a little bit larger and was an upgrade for them at no additional charge.  I apologized to Mrs. [redacted] if this was not properly conveyed to her by the reservationist on duty.  The [redacted] were also traveling with their dog and we are limited as to what rooms we can put pets in so as not to cause problems for future guests with allergies, etc.  Mrs. [redacted] thought that they had been charged $50 for the pet fee.  I explained to her that she had only been charged $25.The reservationist on duty when the [redacted] decided to check out reported to me that they told her the room was not what they expected that:1.  The bathroom door wouldn't shut.  I checked the room and the door would shut but was not latching properly and had to be adjusted.2. The chair was broken.  I also checked this and found both chairs in the room to be sturdy and having no problems.It seemed that Mrs. [redacted] was most upset about not having two beds as she turned our phone conversation back to this issue.  The reservationist asked if they wanted a downstairs room with one bed at $75 per night or an upstairs rooms with two beds at $95. They selected the price of $75.00 rather then selecting 2 beds at $95.00.   I wish that when they checked in they told us they needed two beds. We thought we did a nice deed by upgrading them to the main building at no extra charge.  Had  they  mentioned  the problem while they were here we could have put them in a slightly more expensive room with two beds and met their needs. I did not get short with Mrs. [redacted] or hang up on her.  In fact, I thought she had hung up on me.  They knew I was trying to get the credit card number they wanted refunded so I thought maybe she would call back when she had calmed down.  A few days later the clerk on duty said that the [redacted] had called.  I asked it they left the credit card number they wanted used and the clerk said no.  The clerk was going to try and call them and get the number.  I didn't hear anything else so on November 11, 2016 I placed a refund of $117.60 on the credit card account I had for them.We are in the hospitality industry and we strive to have well pleased guests.  We bend over backwards to meet our guests wants and needs.  I am sorry that the [redacted] were upset that they did not have a room with two beds.  If they had told us at the time they made their reservation that they wanted a room with two beds, instead of just assuming that all of the hotel rooms in the Pilot House have two beds, we could have easily accommodated them.  Since there were errors on both sides of this situation, I felt the fair thing to do was refund one and one half nights' rent.[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.[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]
 I am rejecting the response from the Riverboat Inn because there is alot of falsification of information. First of all, forget about the two bed issue that has nothing to do with any part of this. To say that you are rufusing to refund the full two days rent because of not giving 24 our notice is wrong because we were not given any notice at all that our reservations for the room that we reserved was being changed without us knowing anything about it! Also to say that this is an upgrade is not true because according to the website the motel room rents for $4 less than the pilot house. I work as a maintenance worker for a retirement community and trust me when I tell you there were many things wrong in the room that we were put in. I did fix the broken chair which you are in denial about but only temporary because I didn't have any tools with me to fix it correctly, so you better look a little closer. We were also told by the young man at the desk upon arrival that we had been put into room 111 because it was more convenient for the motel as the pilot house had not been cleaned. I called the cedit card company and your refund was made on Nov 14 not Nov 11 as you indicated. When I called down to the motel asking for a call back from [redacted] I never got one and that was not for a credit card number, it was to discuss the issues which she avoided. Also I am wondering if [redacted] still owns the motel or if the website is even up to date.  I feel that is only right to get the full 2 nights refunded all things considered. Do the right thing after all you didn't let us know in advance of changes that were being made pertaining to our original reservations which I feel you are obligated to do. We did check out before check out time which would have given you the opportunity to re-rent the room if necessary. Honestly I wouldn't have stayed in that room if you would have made it free. However I am obligated to pay for one night and I have no problem with doing that. I just don't understand how you can feel good about charging someone for a situation that you created, not us. By the way, the adjustment that the bathroom door needed was the screws that was missing on the top door hinge.