Rodeway Inn Fallbrook

Dear Guest, sincerely apologize for any inconvenience these issues may have caused youGuest had called us complianed to the coporate office many times already she had filled a report with the health inscpection as wellAs per the health inspector and our notice we did not find any bedbugs or anything which the guest mentionedMoreover we had already intimated the guest that there would be no refund from the hotel.When she was bitten in the first place on day one why would she stay in the hotel for the rest of the three days and never complianed when she checked out as wellWe have regular pest control from a approved vendor the same has been submitted with the health departmentIf you wish we could forward you as well.ThanksSent on: 10/29/7:52:AM

Hello Revdex.com, (for reference id ***)We apologize for any inconvenience the guest experienced in the hotel We do greatly value our customers and we understand that they depend on the quality. We never like to hear that one of our customers has this type of experience
with us and we are continually looking to improve to ensure the best experience possibleThe information you have shared has been forwarded through the appropriate department .As per the conversation upon check in guest did not like the room and was given another room with a free upgrade after a couple of hours guest left the key at front desk stating that he had to leave as he had some emergencyUpon check out guest did not inform the front desk that he did not like the room or had any issues with room If guest would have informed it would have been taken care.Guest had complianed to various booking engines and choice hotels as well.The below resolution was already taken and was informed to the guest on 06/13/2017However we have recieved the reservation from a third party We have processed refund of 50% to the third party from whom we recieved the reservation.Lastly, we thank the guest for providing feedback and bringing this matter to our attention. Regards

COMPLAINT INFORMATION.TO*** ***,*** *** ** ***, CA ***,4/28/2015.SUBJECT: Regarding the detail of the customer complaint.The customer has made the reservation for4/ll/to 4/17/They called the hotelRegarding early check- in and the front desk
informed them that regular check~ in time is at 3Pm.But if we have availability we can provide you the early check- in The guest arrived at pmAt the property and they inform us that they need to cancel the reservation because they bookedThis property by mistake .So we have informed them that they have to pay the cancellation chargesFor this booking and they agree for that, but later they told that they will stay for one night andThe desk clerk provided the room key to them and they went to the wrong room and came back again,To the front desk and start arguing for refund for the whole amountThe desk clerk makes the apologyTo them and told them he will upgrade the room and provide the new room.Thank you*** ***

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.The response that was sent is not what happenedWe called and asked for a late check In, because we close to San Diego, but got there about 2:After going getting the room checked outWe then went to it to find the room door wide open and it filthyNot only did the manager say they would send some to clean we they could, he Wws rude and obnoxious about itWe didnt care about a refund until he they started to become rude We took pictures of the room and are more than welcome to send.
Regards,
*** ***

Dear Guest, sincerely apologize for any inconvenience these issues may have caused you. Guest had called us complianed to the coporate office many times already she had filled a report with the health inscpection as well. As per the health inspector and our notice we did not find any bedbugs or...

anything which the guest mentioned. Moreover we had already intimated the guest that there would be no refund from the hotel.When she was bitten in the first place on day one why would she stay in the hotel for the rest of the three days and never complianed when she checked out as well. We have regular pest control from a approved vendor the same has been submitted with the health department. If you wish we could forward you as well.ThanksSent on: 10/29/2017 7:52:16 AM

Review: My sister and I went to check into the hotel room after calling and asking if we could chexk in a little earlier (2:30 instead of 3:00). When they gave us the room key and we wnt to the room at 3:48, the door was wode open and was not clean. We went back to the front desk and told them the problem and the manager Ray Bali, said oh well check goes at 3 and we'll send some in a little to ckean the room. After we suggested that we would prefer to not stay because of that reason. No matter what they were not going to refund our money and then he said that check in goes arter 3:00. I have had a bad taste with this hotel name aand would never stay here again or even choose it as an option. I will be sure to make sure family members and friends look paste this hotel as an option to avoid the same treatment. Being in the military and the hotel being around a military base I thought there would be just a little more professionalism.Desired Settlement: I feel they should hwve better customer service and be a little more professional.

Business

Response:

COMPLAINT INFORMATION.TO[redacted], CA [redacted],4/28/2015.SUBJECT: Regarding the detail of the customer complaint.The customer has made the reservation for4/ll/2015 to 4/17/2015. They called the hotelRegarding early check- in and the front desk informed them that regular check~ in time is at 3Pm.But if we have availability we can provide you the early check- in .. The guest arrived at 2.20 pmAt the property and they inform us that they need to cancel the reservation because they bookedThis property by mistake .So we have informed them that they have to pay the cancellation chargesFor this booking and they agree for that, but later they told that they will stay for one night andThe desk clerk provided the room key to them and they went to the wrong room and came back again,To the front desk and start arguing for refund for the whole amount. The desk clerk makes the apologyTo them and told them he will upgrade the room and provide the new room.Thank you[redacted]

Consumer

Response:

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.

The response that was sent is not what happened. We called and asked for a late check In, because we close to San Diego, but got there about 2:30. After going getting the room checked out. We then went to it to find the room door wide open and it filthy. Not only did the manager say they would send some to clean we they could, he Wws rude and obnoxious about it. We didnt care about a refund until he they started to become rude. We took pictures of the room and are more than welcome to send.

Review: Hi, I booked 2 nights (9/20 and 9/21) at the Roadway Inn in Fallbrook CA, for my friends wedding.I called in advance to see if they allowed pets. The hotel said "yes."I arrived at the hotel, checked in, and put the dog in the room. I then went to the wedding rehearsal and the wedding the next day.On Sunday when I went to check out, the receptionist said they charged an extra $200 as a penalty for the dog in my room.I said, "you told me on the phone you allowed pets." She said there was an extra pet room for $30 more dollars. I said, "you should have told me about that when I called earlier before arrival." She said, that she tried calling while I was in the room. I said, "That's too late because I was not in the room, I was at the wedding."I got fined $200. The room was only $100 a night. That is excessive and they had hidden fees that they didn't let me know of. I would like a refund.Desired Settlement: I would like a $200 refund for the penalty fee they gave me, which was excessive.

Business

Response:

TO, WHOM IT MAY CONCERN

ID;- [redacted]

WE responding complaint about pets for [redacted]. .Whenever cus[redacted]er call for inquiry we give all

answers. But we never ask question? Anyhow you didn't set proper information over phone so when

people check inn we verify details, then signing registration card. But in your case nothing works. After

you check inn next door people was complaining about barking dog. Then we know you have a dog in

the room. We knock your door. We call five times in your room never responded. In the morning there

was one lady coming out with dog for breakfast in office. We inform her that send the person in office

who is registered. We still didn't set any response from you. We also very busy the day you check inn.

We try our best to come in the office to resolve the matter. You just show up upon checkout time, then

we explain you all policies. As per pet policy we charge $200 penaltey. It was to late to negotitation . Pet

has been in room 2 days. We need to do really deep cleaning for allergies. We do allowed pets per extra

charges and we do have special room for pets. As per policy we did our best to aware you. So, that case

management decide not to refunded. We do apology about your lnconvince stay.

THANK YOU