Rodeway Inn

TO WHOM IT MAY CONCERN I AM WRITING THIS NOT TO LET YOU ALL KNOW THAT THE GUESTS THAT WERE STAYING IN ROOM 106 HAD AMPLE TIME TO GET THEIR BELONGINGS FROM THE ROOM. SHE REFUSED NOT TO GET THEM AND THE NAME OF THE ROOM CAME AND GOT WHAT ALL HE WANTED FROM ROOM AND INFORMED US TO DISPOSED OF THE...

REST AS WE ARE IN THE PROCESS OF DOING. IF YOU HAVE ANY QUESTIONS PERTAINING THIS MATTER PLEASE FEEL FREE TO CONTACT ME AT RODEWAY INN [redacted] AND TELEPHONE NUMBER IS [redacted]. THANK YOU VERY MUCH FOR YOUR COOPERATION. RESPECTFULLY SUBMITTED TONY M[redacted] GENERAL MANAGER.

June 30th, 2015Dear [redacted],Thank you for having faith and approaching us to provide the other side of the dispute. The guest checked in on 19th June 2015 at 8 PM and requested for a king size bed and extra amenities in the room for which usually hotel charges extra. However, our front...

desk people offered free upgrade considering the occupancy level and offered king size bed instead of standard room which is a room with basic facilities which the guest reserved.The guest went to the room happily and stayed for 2 nights and checked out silently on 20th June without dropping the keys or letting us know about the checkout. The price which was mentioned by the client it was paid to [redacted] (website through which guest booked the room) and had not paid us anything in extra,After leaving the premises the guest might have complained providing fake details. If the room was so nasty (as he described) how could he stay in the room for 2 days.This is completely unacceptable for us too. We are from service industry and believe that Customer Satisfaction is our top priority. However, unfortunately customers take advantage of the same.Hope this answers the concerns raised.We would be glad to provide any other details further (If required)Thanks and Regards,Mala B. Manager

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: 12429194
I am rejecting this response because:I never entered into any agreement with Rodeway after Sunday night. 
Sincerely,
Bruce I[redacted]

Dear [redacted],
 
I'm sorry for any inconvenience that has occurred. I'm sorry you believe you were treated poorly, but we are not entirely at fault. You are the only one that has complained about bed bugs in that room. We had pest control look at the room, and they didn't find...

anything. Also, you didn't receive your $20 deposit back because the room did smell of smoke, we found a syringe, and you were burning incense, which is a fire hazard. I do not allow this in a nonsmoking room. I'm sorry you didn't have a good experience at my hotel.
 
Sincerely,
General Manager

The guest had book a room through a third party, Priceline.  The guest was registered fo 2 person.  The lady in the car was approached because we have a lot of cars that are authorized to park in our parking lot because they go to the tattoo parlor next door.  He only approached the...

car after she was sitting there for more than 10 minutes.  He only asked if she was waiting for someone.  Her reply was that her friend had gotten a room and that they were staying with them.  She was asked, how many person were going to be staying.  Her reply was 5 or 6. The gentleman, who was also asked the same question as the lady in the car.  his reply was also the same. When the guest is registered for 2 person,they usually only have 1 or 2 cars.  This guest had 5 to 6 cars. When they checked out in the morning, 6 people left the room.  The guest was charged $40.00 extra on her credit card. $10.00 for each extra guest.  If you need proof, We do have survelliance camera. Thank you for your time in handling this matter.Sincerely,Hemant P[redacted]

Complaint: [redacted]
I am rejecting this response because:I asked the lady in the car what she was asked and she did not respond 5 or 6 because she was confused as to why she was even being questioned. Secondly, if we were being charged $10 for additional people in the room, the charge would only be $20, not $40. Two additional people x $10=$20 considering we were only there one night. So now it appears I can sue your establishment for unauthorized charges on my card since under your premise that there were 5 or 6 people total in two rooms, I was charged for an additional 4. If I was allowed up to 4 individuals because I had booked and paid for 2 rooms, then I'm not sure where a $40 charge was authorized.
Sincerely,
[redacted]

We issued a full refund of $63.11 to the customer.  The credits were placed on the 2 credit cards which were used by the customer in payment to us.  We have notified the customer of the refund, too.

Re: [redacted]
 
Dear Sir/Madam,
On behalf of our entire team, I would like to apologize for failing to meet your expectations. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience. We will look...

into this matter and get back to you. 
Sincerely,
Sonia C[redacted]
General ManagerRodeway Inn
 
(253)922-9520

My name is [redacted] a representative from the [redacted] and writing to you in response to a complaint we received from the customer Juan Barrera. The date of stay was from March 20, 2015 to March 21 2015 with a rate of 80.00 + tax. The claim...

made against the hotel is false and the complaint involves Customer Service Issues. The customer states that "the room was rented and was not properly cleaned before renting and had blood on walls and towel under the bed with blood." This claim is absolutely false and inspection of the room prior to renting was done by our housekeeping and they were sure to inspect and clean every area of the room. Nothing was found as described by the customer during the cleaning process and could have only occurred after renting the room to the guest.The guest, Juan Barrera, was not mentally sane and was under the influence of drug like substance during the check in and entire length of the stay and continued to cause minor problems that were immediately serviced and corrected. Please email me back in response to this complaint and what should the next step be to avoid any fees and legal issues pertaining to this guest. I have attached a PDF of the document of complaint in this email for your reference and guidance.We hope to hear from you soon via email.

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.
What the manager continuously fails to acknowledge is that it is was her employee that told me each room had two queen beds via phone. Booking.com said each room was a queen room. I called the hotel to clarify what that meant, and the employee told me three times that it would be a total of four beds. I then booked the room under the impression I would have four beds as promised by her employee. She states that visitors ruin her hotel's reputation when she has done that herself. Online reviews mention the hotel has bed bugs and employees steal from visitors. The management is improperly trained, and does not reflect the company's goal of hospitality. The manager is "never there" when I call, and has yet to call me personally. She emailed me once only because I complained to her company's customer complaint line. She makes many claims, but was not there for the incident. She makes no effort to apologize her own shortcomings. 
Regards,
[redacted]

This is [redacted], I filed a complaint against a law firm because I felt that I was getting robbed but I  have spoke to caroline & she has paid me the money back. Thank you for your help.

Revdex.com:  I have read business response and much of the response is untrue. I did make a reservation through choice hotels and due to an unclear description of the room choices via the Internet I was given a balcony room and not a patio room. I viewed the room once on the property and explained I have an issue with small places and could not be in the room as it was a very small enclosed room. I contacted choice hotels who assisted me by locating and nearby hotel for a night. I was given a $30 voucher to accommodate the extra cost. Through choice I was to return to the property for the remainder of my stay. I have before and since with all hotels I reserve request early check in and late check out. I always call first to confirm a room is available as I did on this stay. I was told a room was available. Due to my explanation of the poor room description to choice hotels a change was made on the Internets description as there are 2 types of Queen room choices. On the Internet if you chose queen room you were just placed in either a queen with balcony or a patio. The rooms are very differnt in size and location at the hotel. I was upset on that day as I had friends flying in from another state and had nowhere to stay. I was offered an upgrade for 40 more dollars a night which I did decline. I was on the property the whole time and never left as choice hotels worked to clarify my reservation. The whole point to my complaint was that I made a complaint and was punished almost 2 years later by the hotel canceling my reservation with a rude phone call. I do have a witness who was with me on said day of my original complaint. I did receive a letter from the hotel taking my name off the ban list. I am appalled that for making a complaint against the hotel is was banned from the property. I would have not had any issue if I could have canceled the reservation due to the poor room description and the no cancel policy the front had initially refused to waive. 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.
Regards,
[redacted]

Was not a grease stain I have worked for a hospital and that was  blood a water mark is,usually a brownish color not black if they,was a leak,from up,stairs it qould,have been closer to the nath and sink not over bed I do have pictures he did offer a new cover for the board but I was checking out I didn't need a new board or cover at that time  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]

We could not prove the claims where true therefore no refund is due as the customer stayed past checkout and she chose to leave early.

" I called and the consumer personally and let him know that we were sorry that we could not respond in the time frame allotted. We came to a resolve and he was happy with that. The complaint is now resolved."

I am in receipt of your below email and voicemail – thank you for reaching out. In the best interest of any necessary future communication for this specific property (not just this complaint), the best contact email is: [email protected]. I have reviewed the detailed comments you...

have sent. I’ve also inquired with the property’s management team, as well as the staff that would have been onsite during this guest’s stay. Unfortunately, no one from our management team, myself included, has spoken with this guest and our front desk staff does not recall the experience described in the comments. I have reviewed the guest’s account within our front desk system and see that guest checked in 8/3/17 at 5:34pm and checked out 8/6/17 at 9:28am. I further am able to see there were no changes to the guests account, including to the room occupied during their stay. The guest states in her comments “When mentioned room condition to office clerk, I was asked if I wanted a thorough cleaning in my room. I stated that we were checking out the next morning...” As the guest stayed 3 nights, this leaves me to believe she did not have, or at least did not express, issues/concerns during the 1st day/night or the 2nd day/night and expressed dissatisfaction on the 3rd day/night, before her departure on the 4th day. As you may be aware, rooms are serviced as “stay-over” or “check out”, resulting in two different levels of room service being performed. Check out service the room is completely stripped and it is a housekeeper’s responsibility to clean and remove all evidence of previous guests. A stay over room is lightly serviced including towel replacement, trash removal, re-making the bed(s), vacuuming, etc. As such, it is possible some of the cleanliness issues the guest raises in her comments were from the guest. That being said, this coming to me 3 months after this guest’s stay, it is impossible for me to say if there were any oversights by the housekeeper who serviced the room. However, when housekeeping oversights occur, they are generally noticed and brought to the front desk’s attention fairly quickly or minimally on the 1st night’s stay. We value the thousands of guests our property has served over the years and regret that not only did this guest leave dissatisfied, but further that her dissatisfaction has lingered for 3 months now. As previously stated, this guest’s own comments leave me to believe she did not have issues with the 1st night or the 2nd night. Further, this guest could have checked out early without penalty (also a common practice), if she was dissatisfied from the point of check in. In the interest of resolving this matter, but further her continued satisfaction and use of the Rodeway brand, I am willing to refund the 3rd night’s charges to the guest’s card on file. This would be the only compensation we offer towards an amicable resolution to this matter. I have attached to this email a PDF copy of the updated receipt showing such a credit has been made today – 11/24/17. Lastly, it is my hope that the Revdex.com has mentioned/shared with this guest that is generally a best practice to attempt to work with an establishment’s management team before escalating a complaint, as our team does not believe that happened in this case. Even in the absence of that opportunity, I again thank you for reaching out and for the opportunity to respond on behalf of our company.  Regards,

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

The guest checked in the hotel on June 23rd 2015 and she was not satisfied with the cleanliness of the bathroom which she informed at the front desk and immediate action was taken by sending the housekeeper to clean the bathroom. She was even given the option to change the room but she decided to stay in that room. Next day June 24th 2015, the couple and their small kid were in the pool area and the father r was smoking in the pool area with their kid with them, the pool area has the clear visible sign of "No smoking". And that time CPO was checking the pool and he requested him not to smoke in the pool which they didn't like and wife came to front desk to complain about it, and said she would like to check out and get the refund. Front desk agent also agreed to give her refund if she checkout immediately. But she never came to check out early and in fact checked out on June 27th 2015. Infact she checked in hotel again from June 29th to July 4th 2015 and July 5th 2015 to July 10th 2015. As I am filing the response the guest is actually staying in house in room [redacted]. So the management will not provide any refunds as their intention to get the refunds that's all.

Business Response /* (1000, 13, 2014/12/18) */
I have been asked to contact you regarding case[redacted]. I work at a sister property of the Rodeway Inn Lyons.

I have checked our records thoroughly, and cannot find any record of his stay. Is it at all possible to see if the...

reservation was possibly under a different name?

Please let me know if there is anything else I can do

Thank You Very Much,


[redacted]
General Manager
Quality Inn Schaumburg
[redacted]
Quality Inn Schaumburg[redacted]