San Tan Educational Media

Complaint: [redacted] I am rejecting this response because:? I am going to make my last rebuttal on Travelodge’s statementObviously They as small business owners trump me as a small business ? owner as far as credibility.? In reading their last response, the only time my story has changed is finding out from my husband that he went Out Front to have a cigarette when he couldn’t sleep? Was it dumb for him to bring cup with butt into room garbage? Obviously so.I would never have made a formal complaint about the cleanliness of room had they not robbed me of an additional $100.When I checked in, I honestly noticed an old cigarette smell and also noticed the no smoking signs.I regret not taking pictures of the white ceiling fan coved with crud and the shower curtain bottom, that is irrelevant anyway in the scheme of things.I asked to speak with a manager as soon as I arrivedThe man told me he was oneI explained what happened and he said I would have to talk to ownersI asked how I could do that and he told me they were not only out of town till midweek but out of the countryHe then told me I would need to send an email to the address on the business card on counter.? As far as me throwing my card, not trueI tossed it about inches on the counter.? I can argue about the whole thing til I’m blue in the face but I NEVER got any response or contact from the owner.I can see I will never get any true resolution on this but please put my rebuttal on record.It’s terrible for a business to lie and treat someone this way, was I a little emotional? Yes, it was the anniversary of my sons death and I was in the midst of my Dads funeralShame on them Sincerely, [redacted] ***

***PLEASE SEE ATTACHED*** As you can see from the attached notes, not only did we respond to this guest but Wyndham logged a complaint as wellTheir decision, based on all the information was NOT to against hotel policy Every time we hear from this guest, we have responded as you can
also see that she attached our email conversations to Wyndham, but her story changes every timeFirst is was reservation but we charged her for both nights, now it's separate reservationsThen all of a sudden, not only did the room smell of smoke but it was our housekeepers fault for not cleaning properly & now finally it was her husband. (Please see notes of 1/4/2018)She claimed I wasn't onsite to speak with, when I live at the property so I'm always hereShe never asked to speak with meMy name & title are posted on the wall in the lobby. We did find a cup with cigarette butts in it Inside the roomThat means he was either smoking IN the room or ON the balcony which is also prohibitedHad he walked the main door to his room he would have seen the designated smoking area with an ashtray provided (there would have been no need for a cup)Our smoking policy is not only posted at the front desk but in the rooms as well in the guest directories and posted on both the main door & balcony door with no smoking signsThe $smoking fee is validThe room was in use all weekend & there were no other complaints of the room or lobby smelling like smoke. Her daughter did call that night after making a reservation on the 30'", but before doing so, she booked a 2"d night on the 31''Had she called prior, we would have been able to change the date with no issue, but because she had already booked a 2"d night we do have a strict cancellation policy I must followI did agree to discuss it with our owners, which I did do & they declined, She was told this would probably be the outcome as I have never seen them refund something that is not the fault of the property(See notes provided to Wyndham as my response is there)She was never told "tough luck". Upon chethe guest literally threw her card across the desk at the AsstManager after it was explained to her that we had not heard back from the owners as of yet as it had only been dayShe then complained he was rude for taking a phone call when I have her on security tape on her cell phone. According to her she was "checking" her phoneI'm sorry, to me that IS being on your phoneOnce he hung up from the call he did apologize for the call taking longer than expected. I have tried working with this guest, as did WyndhamShe isn't liking the answers she's being given. Refunds are approved by the owners & as I stated before, they declined as it was not the fault of the property. If you have any other questions or need more information from me, please let me know Katie S*** ManagerTravelodge Depoe Bay

Complaint: ***
I am rejecting this response because: I am going to make my last rebuttal on Travelodge’s statementObviously They as small business owners trump me as a small business owner as far as credibility. In reading their last response, the only time my story has changed is finding out from my husband that he went Out Front to have a cigarette when he couldn’t sleep Was it dumb for him to bring cup with butt into room garbage? Obviously so.I would never have made a formal complaint about the cleanliness of room had they not robbed me of an additional $100.When I checked in, I honestly noticed an old cigarette smell and also noticed the no smoking signs.I regret not taking pictures of the white ceiling fan coved with crud and the shower curtain bottom, that is irrelevant anyway in the scheme of things.I asked to speak with a manager as soon as I arrivedThe man told me he was oneI explained what happened and he said I would have to talk to ownersI asked how I could do that and he told me they were not only out of town till midweek but out of the countryHe then told me I would need to send an email to the address on the business card on counter. As far as me throwing my card, not trueI tossed it about inches on the counter. I can argue about the whole thing til I’m blue in the face but I NEVER got any response or contact from the owner.I can see I will never get any true resolution on this but please put my rebuttal on record.It’s terrible for a business to lie and treat someone this way, was I a little emotional? Yes, it was the anniversary of my sons death and I was in the midst of my Dads funeralShame on them
Sincerely,
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