Rode-way Inn

Regarding complaint ID [redacted] Guest states there was roaches in the breakfast, and was not issued a refund due to smelling like smoke We have a large company that handles our pest control issues and does routine preventative measures on our propertyWe are inspected regularly by the health department and have passed their inspections Guest was not issued a refund and the deposit was kept by the hotel as the guest violated both the hotel policy and the law by using marijuana in the roomGuest was informed of this at the time and conversation escalated to a loud confrontation in front of many guests in the lobby & refused to leave for a period of time following checkout Tiffany C [redacted] Front Desk Manager Caribbean Cove Hotel and Conference Center Depauw Blvd Indianapolis, IN 317-872-

We sincerely apologize for the billing issues the guest experienced during their time with usDuring the guests time with us we had a boiler go down, we have had this repaired and hot water restoredManagement is already working on correcting the billing mistake with double payment, and the guest will be contacted so that we can correct this situationTiffany [redacted] Front Desk Manager Caribbean Cove Hotel and Conference Center Depauw BlvdIndianapolis, IN 317-872-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I made those reservations [ a block of rooms] in behalf of me and a group traveling on a chartered bus, as the coordinator they requested "my" credit card to hold the block of rooms, a week or later I called to 'cancel' the reservation of rooms being held on "my" bank card, the business just cancelled one room, which I feel they should have cancelled ALL the rooms, that was my intend and impression I last had from talking with their personnelFuthermore why cancel my room only, but charge all the other rooms on my bank card?
Regards,
*** ***

We never run out of breakfast
Ice machine are available
Arcade games are third party not hotel's
Vents are part of the Law-Virginia Graham Baker Act
I will not
refund
Caribbean Cove Indoor Water Park

Customer called hotel to cancel room for *** *** We did cancel this reservation He did NOT cancel any other room's nor did Mr*** email after he was given my address 7/18/ These were sold out dates for the hotel that we could have sold No refund is to be
given
Carribbean Cove Hotel

In response to the complaint ID ***, Caribbean Cove Hotel & Conference Center has processed both refunds in the amount of $and $140.84, which generally take around 7-business days for
the credit to appear in their accountI have doubled checked our PMS system and our credit card processor and both the refunds have been fully processedThe next step would be for the guest to contact their financial institution regarding the status of the refund being credited to their accountSincerely,
*** ***
Accounting Manager
***@caribbeancovehotel.com%

Customer called hotel to cancel room for *** *** We did cancel this reservation He did NOT cancel any other room's nor did Mr*** email after he was given my address 7/18/ These were sold out dates for the hotel that we could have sold No refund is to be given
Carribbean Cove Hotel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

We sincerely apologize for the billing issues the guest experienced during their time with usDuring the guests time with us we had a boiler go down, we have had this repaired and hot water restoredManagement is already working on correcting the billing mistake with double payment, and the guest
will be contacted so that we can correct this situation. Tiffany *** Front Desk Manager Caribbean Cove Hotel and Conference Center Depauw BlvdIndianapolis, IN 317-872-

We sincerely apologize for your bad experience with us. We have since repaired any hot water issues, and are working closely with housekeeping staff to better ourselves and improve on cleanliness. We are happy to reach out to guest directly to discuss what can be done to make it...

right. 
 
--
Tiffany C[redacted]
Front Desk Manager
Caribbean Cove Hotel and Conference Center
3850 Depauw Blvd.
Indianapolis, IN 46268
317-872-9790

Regarding complaint ID [redacted]. Guest states there was roaches in the breakfast, and was not issued a refund due to smelling like smoke.
 
We have a large company that handles our pest control issues and does routine preventative measures on our property. We are inspected...

regularly by the health department and have passed their inspections.
 
Guest was not issued a refund and the deposit was kept by the hotel as the guest violated both the hotel policy and the law by using marijuana in the room. Guest was informed of this at the time and conversation escalated to a loud confrontation in front of many guests in the lobby & refused to leave for a period of time following checkout.
 
 
Tiffany C[redacted]
Front Desk Manager
Caribbean Cove Hotel and Conference Center
3850 Depauw Blvd.
Indianapolis, IN 46268
317-872-9790

I sincerely apologize for your unpleasant experience at our hotel.  Yes, our name has changed from Caribbean Cove Hotel & Conference Center to Rode-way Inn, with that being said the actual facility itself has not changed, just the name.  As far as the outside condition of the...

facility, the maintenance and upkeep is being handled by our grounds keeper on a daily basis.  The comment made "entering the building was like entering an abandoned construction zone" is not an accurate statement.  The portion of our facility where actual construction is being done is in our Water park which is behind locked doors not accessible by the public (guests).  To address the complaints about housekeeping not being available or not having housekeeping service is also not an accurate statement.  Our procedure for housekeeping servicing a room is as follows.  If there is a Do not Disturb sign on the door, they will not enter the room.  If there is luggage or any personal items of guest left on the bed, housekeeping will not touch the bed or remove any items from the bed.  Therefore, housekeeping will remove trash, clean the bathroom and clean the floor, and leave clean towels.  If guest need any other services or assistance you can simply call to the front desk or stop by the front desk and we will be happy to assist.  The manager I think you were referring to, is not a manager but the Sales/Marketing Director who's schedule is Monday thru Friday 8 am to 4:30 pm, so it is possible that she was not available or onsite at the time of your request.  But as far as the Front Desk Manager, you could have spoken with at any time by simply going to the front desk.  Also the breakfast provided with your stay was prepared that morning and was available from 0630 am until 11 am and not left over food, it was prepared fresh specifically for your Family reunion.  Last but not least hospitality rooms were provided for your family as well as the other group at our facility.  Once again I would like to apologize for your experience at our facility.   Anthony S[redacted]  Front Desk Manager Caribbean Cove Hotel and Conference Center 3850 Depauw Blvd. Indianapolis, IN 46268 anthony.s[redacted]@caribbeancovehotel.com

We sincerely apologize for the billing issues the guest experienced during their time with us. During the guests time with us we had a boiler go down, we have had this repaired and hot water restored. Management is already working on correcting the billing mistake...

with double payment, and the guest will be contacted so that we can correct this situation. Tiffany [redacted] Front Desk Manager Caribbean Cove Hotel and Conference Center 3850 Depauw Blvd. Indianapolis, IN 46268 317-872-9790

When the guest addressed some concerns on the date of the event, a manager...

immediately reacted. A manager offered to have their belongings washed, in which the guest declined, and sent someone to clean the restrooms. There was a guest being treated at the first aid area with a stubbed toe. The area was cleaned and trash was properly disposed of in biohazard bags.
The guest had two hosts during the table time for her party. The birthday party hosts serve the food, drinks, and cake. The food was hot upon serving and the cake was no sunken in. No concerns were brought to our attention at the that time, even after asking her, as well as her guests, if there was anything else that we could do.
Caribbean Cove has issued a 50% refund to the guest. The guest consumed the food, used the facility, and took home remaining food and cake. All issues that were brought to our attention during her stay here were addressed, and we immediately reacted to accommodate accordingly.
Sincerely,
[redacted]
Water Park Sales Manager