Rodeway Inn

Initial Business Response /* (1000, 5, 2015/12/23) */
Dear Guest
We are sorry to hear about your situationWe have took what you said in consideration and had our Hotel inspected by us at that time and we did not found any infestation of any kind of bugs in which rooms you have stayed and after
that we have number of guest stayed in same room and till date did not have any issues of infestation of any kind of bugs

We charged guest as a no show? The consumer booked a room online for the same date that she was booking it? Our policy is a hr notice? We offered to move date to another future date and the consumer refused

I am responding to you regarding the complaint by *** ** *** for his stay at my hotel on 11/08/17.? First of all, he stayed at my hotel for nights, and if he found on first day itself all the issues why he didn't came to the office asked for the refund and got checked out next day
Instead he stayed there for full nights and when he complained for hot water, I sent my house keepers to go check on it but he said that is ok for meAnd I just want to let u know on the same day at my hotel there were other rooms which were rented but unfortunately nobody complaint about it.? And as he mentioned about the smoke detectors, every rooms in my hotel has smoke detectors installedBut as Room *** is specifically smoking room so some previous customer might have took it off due to too much of smoke due to smoking in the room.What I feel about this is to just get the money back after staying at my hotel for nights.? I hope this explains everything and please get back to me if you have questions.Thanks,Sagar P***

Thank you for your inquiry and I apologize for the delay in responding.All of our garden statues are meant for outdoor use and have a UV component in the paint. However,  with all painted items especially those with a lot of bright colors there will be fading over time  If asked...

 we recommend to customers that if they want to maintain the colors over a period of time spraying with a clear coat finish for resin will help with that process. I apologize that this information was not relayed to you at the time of order- I am also checking to make sure the "care instructions" are added to our web site for this product. In the event a customer encounters a problem with severe fading or cracking on an item within a year we will provide  a free replacement for the item and I apologize  that this option was not offered. We would be more than willing to send a free replacement, but I would need to have the original order number or the name of the person who ordered the item as we find no order in our system under the name and address provided. Possibly the item was ordered as a gift and may be under a different name and or address.I can be contacted with this information  via our customer service email address at [email protected] - please mark the email to the attention of [redacted] MatejThank you for giving us the opportunity to rectify this situation.

When this situation occurred, I personally asked the consumer if they were would like to continue to stay and I would change them to another room or if they left I could refund them.? They chose to stay and I changed them to another room.? ?

Guest checked in on 11/17/17, they reported finding a bug on their bed. Guest was advised that our hotel had received service (Putnam Pest Company) on 11/20/17 and we (!Rodeway Inn of Cobleskill, NY) were told by [redacted] Company that there Was no evidence of bedbugs.  Guest was...

moved to a different room (Room 238) and then told Front Desk Attendant that there were bed bugs in that room as well. Guest checked out at approximately 10 pm on 11/17/17.  l am enclosing all paperwork from [redacted] Company regarding Room 117 and the two adjoining rooms. We take all precautions and necessary steps to keep our hotel pest free. As to their complaint of hotel being 'filthy', they made no mention of any housekeeping issues to General Manager.  Guest had booked their reservation through Booking.com and in order to receive any type of monetary credit the process is as follows: Guest contacts Booking.com, Booking.com contacts our General Manager on property, then a decision is made as to whether or not a credit/refund is given. Please feel free to get in touch with me if you have any questions or concerns. I am available Monday through Friday from 4pm to Midnight. Telephone # [redacted]

Complaint: [redacted]I am rejecting this response because:
It is apparent from the response of “manager” why we even have a problem.  Instead of an apology, a simple phone call back to rectify the situation, or an acknowledgment of inadequate service, Rodeway Inn and Suites at [redacted], chooses to make excuses and essentially shift blame to me, the consumer, for their dilapidated and roach motel conditions.   First of all, as stated before, the reason I did not leave my room that night is because I was alone, it was late and I had several full and heavy pieces of luggage.  At the point that I got into my room, began discovering the problems, I had to weigh the option of which I’d just be safer and better off.  I had to carry my luggage down the stairs into the smoke-filled hallway, which was desolate at the time.  To put the blame on me for not going back to the front desk that night is ridiculous!  The bottom line is that room should NEVER have been rented out in the first place, especially since “manager” claims that “…close the room to occupancy until the room has been completed and all problems have been rectified.”   Regarding the torn latch on the door and no safety bar on the foot-level window, claiming that the default lock was present and operational, confirms the that it is ok with Rodeway Inn to provide minimal safety.  It is a fact that sliding doors and windows are very easily tampered with and broken in to when there is no safety bar.  It’s a shame that they would try to justify why such safety mechanisms are not in place for their customers.  I wonder how “manager” would feel to have his or her children/wife/mother in that room?The other conditions such as dusty, dirty, broken hairdryer, burns on the tub and bedding, cuts in the blankets, torn bedding, splatter paint on the wall, rusty and empty tissue box, black spray-painted refrigerator to cover up graffiti, “scrubbed” walls with the hue of graffiti on every wall are just evident of the apathetic housekeeping, maintenance, and management in EVERY way. I don’t think that it’s even relevant that the refrigerator was “operational.” Why don’t you “manager” understand that pride in your Inn and respect for your guests is all you have to thrive your business?The claim that the smoke alarm would have been activated if there were smoke in the room is absolutely absurd!  Cigarette smoke filling halls or the room does not rise to the level of triggering a smoke alarm, but it definitely can affect and annoy a non-smoker.  You may claim that you have “a strict no smoking policy that is hotelwide” but even the front desk clerk agreed there was smoke when I checked out.  A policy is only as good as you enforce it “manager”.  As with the smoke, I do not have any reason to lie about the wifi either.  It simply did not work.Again, I have more pictures to support the inadequacies of the room that I could not add to this response.   Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:First and foremost, I have been a tour manager for 14 years and booked day rooms (where the room is used to shower only) in cities across the United States, Canada, and Mexico.  Fact is, we have even stayed in Baker City, OR on two previous occasions.  We normally reside at the [redacted], but due to them being booked is why we opted to give our business to Rodeway Inn.  Should you want to speak with other hotel managers about our use of hotels and shower rooms, I will gladly share your contact details with them for follow-up.Second, prior to making the reservation, I called to inquire about bus parking.  I was informed it would not be an issue.  Knowing that, at checkin, I asked Alexis if we should park in the area marked "bus parking" and she suggested we park behind the building.  I agreed to this knowing our bus and trailer measure 75 feet and did not want to disturb other hotel guests.Additionally, at checkin, I requested towels for the shower room.  They were not available at 1 PM when checking into the room, but Alexis did provide them and I thanked her.  If there was a concern with the shower room, why was it not raised at that time?  Furthermore, I was on the bus with the exception of a quick shopping trips to [redacted] and [redacted].  Never to Alexis ask to speak with me.  Also, so had my contact number and never reached out.  With that, if there was a true concern with the shower room, why was it not raised?Prior to Alexis calling the police, 1 person used the shower room. 3 people used the lobby bathroom prior to being checked into our room at 1 PM.  I was one of those people and even asked Alexis where the bathroom was.  She pointed me in the right direction and again, never stated a concern to me.  At that point, I had already checked our bus driver into his room.  The person you claim "screamed" at Alexis was checking into a separate room, not the shower room.  His name was not on the reservation; mine was.  Why were you discussing my reservation with another guest?  How did you know he was a member of the band I work for?  Is it common practice for you to discuss guest reservations with other guests?  If so, that is an entirely other issue.The police gave us permission to use the shower room and even showed our booking with notes including "early checkin" for our driver's room and "extra towels" for the shower room to Alexis.  Despite that permission, our keys were deactivated.  1 crew member went into the lobby and asked for 1 key to the shower room to be re-activated.  Alexis did do so.Your claim that the room was trashed is a complete mis-statement.  Please provide the receipts showing you had the rug steam cleaned. Also, please provide the office notes that room 112 was closed the day following our stay.  4 people showered in room 112 on August 27, using our own travel items (soap, shampoo) and 1 of those same 4 people watched a television show.  None of us were in the room at the same time.Finally, I booked through [redacted].com (not [redacted]). Regardless, if you / your staff does not wish to read the notes provided by the 3rd party seller, then do not accept reservations through 3rd party sites.  I brought these notes to Alexis' attention at checkin.  So if there was a problem, it needed to be discussed at checkin, not hours later with a telephone call to the police.Sincerely,[redacted]

Rodeway Inn and Suites[redacted]Portland, Or. 97230November 27th, 2015
To the Revdex.com: Re: Complaint lD: [redacted]
To Whom It May Concern:
Regaring the smoke in the hallway, we have a strict no smoking policy that is hotelwide. Door locks: There are3 locks on the hotel...

doors; one is the door closing lock which was operational, two was the indoor deadboltwhich was operational and 3 which was the internal latch had been tampered with and was not operational. Hadthe occupant brought this to the attention of the front desk staff, the room would have been closed formaintenance and another room would have been assigned promptly. The sliding window had a safety lock and itwas operational. Regarding the gap in the door, we adjust our doors when building settling occurs,approximate ly twice per year and again, would close the room for maintenance had we been notified. In responseto the bedding, we make every effort to replace worn or damaged bedding immediately. The tissue box is old andthe hair dryer has been replaced. The refrigerator door is black, however the function is not impaired. The wifiis functioning properly and is available on all floors 24 hours a day having multiple routers on each floor toinsure wifi ava ilabi lity for all guests. In response to the smoke filled room, the smoke alarm would have beenactivated in such an instance and it was not. The above issues were brought to the attention of the front deskupon check-out. If the guest would have notified the front desk immediately upon discovery of the above issues,the initial room would have been changed to another room. Upon notification of problems in a room, it is ourpolicy to change the guest to another room that meets their level of satisfaction, notify maintenance, and close theroom to occupancy until the room has been completed and all problems have been rectified.
Thank you for bringing these to our attention. We make every effort to ensure the guest has a satisfyingexperience.
ManagerRodeway Inn and Suites

No battery in smoke alarm dirty carpet didn't vacuum our room , no sprinkler system , mold in bathroom, outside stairway and walk way unsafe ,breakfast bar sour milk , unsafe electric outlet in breakfast bar, broken lamp , website states pool no water , failed to tell us it was out of order when we made reservation , half inch air space under door , when asked about this there answer ( it's frontier days ) all this at $164.00 a nite , this place is deplorable , they care about one thing $$$$$$$$$$$$$, I would like some kind of response to this matter , I know it won't help me , but it might help the next young family . I have sent emails and pictures to Cheyenne chamber of commerce , and the Cheyenne fire marshal thank for you time [redacted] ----email -- [redacted]

Complaint: [redacted]
I am rejecting this response because:What they are stating is false. I did personally give Henry $100 cash. I would like to know the reason why in my about 30 attempts to reach Henry over the phone he was never available and no manager was on duty each single time I called. Finally I request surveillance tape to be recovered for the date of the dispute so that would be possible to see that I handed the $ 100.00 cash to Henry. I think should be in the hotels interest also to see that one of their managers steals to clients and lie about it.
Regards,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/23) */
Dear Guest
We are sorry to hear about your situation. We have took what you said in consideration and had our Hotel inspected by us at that time and we did not found any infestation of any kind of bugs in which rooms you have stayed and after...

that we have number of guest stayed in same room and till date did not have any issues of infestation of any kind of bugs.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am wanting proof that they had their place inspected and the findings of such inspection. I submitted my proof in my pictures, which you can see that we had been bitten by the bugs.

HI,AGAIN WE ARE CURRENTLY ADDRESSING THE CUSTOMERS ISSUES AGAIN.  THE CAR WAS DROPPED HERE SATURDAY AND WE SENT IT TO THE BODY SHOP.WE HOPE TO HAVE IT REFIXED BY WEDNESDAY OR THURSDAY.   THANK YOU !!!

Hi my [redacted] look at the name or [redacted].I would like to know what day he has a Reservation, right now I cant find it to my system. please sent us a day we going to take care that.

Im sorry for the misunderstanding, I have reviewed Mrs.[redacted]s folio and found it to be our mistake. Im am currently working on reversing the charges with [redacted] to get Mrs.[redacted]s money refunded back to her through [redacted]. As for the room being dirty, I deeply appoligize and will do my best to make sure my house keepers are cleaning the rooms properly. The charges should be reversed asap. Rodeway ManagerRegina V[redacted]

Hello, I left a voice message regarding this case for a [redacted] . This applicant was screened back several months ago for a property at the time the applicant was told we were awaiting funds for this unit and if she wanted to wait for this property she could, if not we had several others...

available that were move in ready right then. She stated they would wait for this unit as she really wanted this particular property. Rental funds were delayed due to owner IRA, we have received funds and renovations are underway currently. Applicant is still wanting this unit and she is planning to move in at Sept 5-8th when renovation is completed. There will not be any refunds of the application fee as the application was processed. Make it a great day![redacted]Accounting SpecialistKansas City Management Solutions###-###-#### Cell###-###-#### Off...⇄

Complaint: [redacted]
I am rejecting this response because: before I filed a complaint I talked with [redacted]. [redacted] escalated the complaint to a resolution team who later notified me that they had contacted Roadway Inn and were told that "policy is policy", in spite of the fact I started 30 minutes ahead of a deadline to notify Roadway Inn that I would not be able to arrive the first night. The original charge remains on my account at this time. It is important to know that I b booked the reservation through RoadwayInn,.com after trying to reach the Socorro motel directly. It is even more important to know that when I did arrive for the second day of my paid-for reservation, I had to pay again for a night but immediately complained to the front desk that my room had not been cleaned and readied for occupancy. The woman on the front desk stated that I was the fifth complaint of the evening for uncleaned rooms.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

We thank you for your patronage andvalue your comments. We would like to apologize for the inconveniences you experienced during your stay withus.   I can assure you that this is not our standard ofoperation.  Please be assured that we have addressed all...

concerns with theappropriate staff and are working to insure the situation is resolved. We have issued a full refund and will mail the check to the address on this complaint.  We thank you for your comments and hope tohave the opportunity to serve you again.  Please let us know when you arein town again, we would be proud to serveyou with a room that meets your expectations. SincerelyManagement

Complaint: [redacted]
I am rejecting this response because:For one thing......What I do with my vehicle is my business.  My husband used my vehicle to drive Uber.  Secondly....I had insurance with [redacted].  I switched from [redacted] because [redacted] was cheaper and I have a right to switch my insurance to lower my bills.  Secondly...I was told I had a 6 month warranty on the vehicle.  I was never told anything about 6,000.  If I had been told this I would never would have brought the vehicle back to them.  2nd - they have no right to authorize any work on a vehicle for me.  I would have had the vehicle towed to my mechanic to get the work done.They had no right to have repairs done on my vehicle without my consent.  And I never told them I would come and pick up the vehicle on a Saturday.  I told them I would call them.  And no I did not call them.  I have lost money on this and I want my money back that I put into the vehicle.
Regards,
[redacted]

Good Afternoon,This guest received a full refund from our hotel already.  Thank You,[redacted]General Manager