Ref.Case ID [redacted] Dated 06/15/15, received by us on 06/19/15Thank you for your letter dated 06/15/in regards to a complaint for billings or collection issues,Guest made reservation for rooms for nights, starting from,06/11/to 06/14/rooms with beds,whenguest check lnn,l asked her about,any animals with her,and she said.I have dogs with me,I informed her about our pet policy,which also display at front desk too,(we are pet friendly,but there is extracost per animal per night,and that is at hotel management, discretion,not refundable) copy enclosed,she told methat she will take only dog in the room,and I told her that,we will examine your room and check roomconditional, lf It ok we will refund your extra money.On 06/14/was away from property In the morning,but on my back,maid who cleaned both rooms has foundlot of hairs on carpet,blanket,and also on sheets,pillow cases,while making shampoo In both rooms again.wefound hairs in water too,not only that we have also found brown color blanket from the room,whichnormally,use for animal.Looking to the evidence,and physical room condition we have not refunded her extra money for animals.On the same day we have more guests stayed at our hotel with animals,and have paid $25.00/per animal pernights,we have not charged her any more money for animals.I have never addressed her lier,ant any time,l have always respected our valued guests,we are In business from2007,and we have about to guests,staying every year,also at least dog show in our county headquarter and many of our regular guests,are coming every year with their animals.And so far none of them have any Issues with this property.T~YOU'
We didn't notice that the outside doors didn't lock until saturday after returning from my girls softball games. My son was ahead of us and just pulled open the door. Our room was right next to the back doorWe checked other side and back doors in the facility and none were locked. My husband went to the front desk and the response was that the doors haven't locked for yearsWe asked for a refund for saturday night and we were denied. We called the Holiday Inn Express and they had one room left which we booked anc checked out of the hotel. The front desk was told this. My kids played the next day, all day. The hotel was not up to standard and staff was very rude. I felt out safety was compromised and that their explanation that the hotel had been this way for years was unsatisfactory
Referring to Complain Id . No. [redacted]
1. Outside door locks were damaged in winter storms and cold and we
called expert to get doors repaired but they could not find solution to
problem. Guest checked in on 6/20/2014 in afternoon and checked out
on 06/21/2014 at...
about 7:30 p.m. At time of check out she raised issue of
doors not locking, they didn't say anything until then about anything.
2. I was working front desk when guest came up to check out and I
explained cancellation policy and offered them a 20% discount on future
stay. I do not feel I was being rude.
3. Property was sold out on 6/20 and 06/21 2014 and we had many guest
that were in same group as this guest and they also had young children
and none of them made any complaints, in fact, we were complimented
on the cleanliness and friendliness of the place and people.
4. We never over charged this guest. She made an online reservation saying
there would be 2 adults and 2 children then she called day before check in
and said there would be 4 adults and we adjusted rate for 4 adults. When
we are sold out, we always run credit cards around noon to make sure all
credit cards are good. If we find one that is declined, we have the right to
sell that room. When guest checked in, they indicated that there was
only 2 adults and 2 children under 14 we voided out the charge for the 4
adults and only charge for 2 adults and 2 children. ($93.93 with tax per
night total for two nights $187.96). Also, our cancellation policy of 48
hours and by 3:00 p.m. is clearly stated on copy sent to guest and we have
notice of policy posted at front desk.
5. Guest asked for 2 extra blankets, (there are 2 blankets plus 2 sheets on
each bed in guest room already) we gave her one stating due to hotel
being sold out and limited inventory, we could not give her the two
blankets. Guest was not happy but I do not feel I was being rude.
6. The hot tub heater quit working on Wednesday, June 18 late afternoon.
We called repair man immediately, he came and told us he had to order
new part for heater and he wouldn't get it until Monday. We had notice
posted at front desk concerning hot tub closure but pool was still open
and complaining guest and family, were using the pool.
7. We have several rooms which have construction workers from Alabama,
Florida, Texas and Arizona who are staying for several months and we do
not discriminate against them and ask them to leave the gazebo area so
others may enjoy it too,(there was area for other guests and there were
other guests who were not construction workers who were using area
also). We did ask them to turn music down when we received complaints
and they did.
8. This guest never raised any issues during the 36 hours they were in the
property. Issues began when guest was told they could check out but
would receive no refund because they were checking out 14 hours early.
9. Several other guests also checked out in evening because their family
members (who were playing in a baseball tournament in Fort Atkinson)
lost their game so were not playing on the 22nd
• They did not ask for
refund nor make any complaints.
10. We have been in business since 2008 in Fort Atkinson and we have
always strived to give our guests the best customer service and a safe
stay. All our hotel rooms have two inside locks and unless person coming
in has key to guest room doors, they cannot get it. Our doors are fire
safety doors and unless person is super strong or has sledge hammer,
they cannot break in nor pick the locks as they are keycard locks. If guest
had complained shortly after check in, we could have moved them to
different area of hotel but once all guest were in, we didn't have a room
to move them to where they could have felt safer.
11. We have never had any issues with non guest entering property and
wanting to get into rooms. We also suspected she had more than 4
people in room but we did not charge her for extra people nor raise the
issue because we weren't positive. We feel this guest is angry because we
wouldn't refund one nighrs stay when they checked out because that is
when she started making complaints.
12. We are not refunding her any monies. I have told her via email that we
would give her the 20% off rate any time they want to stay but that was
all we would do and I know it made her angrier. No hotel would have
refunded a guest for Saturday's stay when they checked out at 7:30 p.m.
and after being in property for 36 hours. (Also I apologized if I sounded
rude, which was not my intent.)
13. We received complaint through our corporate office also and in response
we apologized and offered her 20% discount on future stay and they
agreed was good response to guest complaint. We have had guest like
this in the past and we cannot give into their ungrounded complaints or
we would be out of business in short time.
Sincerely,
Ref.Case ID [redacted] Dated 06/15/15, received by us on 06/19/15Thank you for your letter dated 06/15/15 in regards to a complaint for billings or collection issues,Guest made reservation for 2 rooms for 3 nights, starting from,06/11/15 to 06/14/15 rooms with 2 beds,whenguest check...
lnn,l asked her about,any animals with her,and she said.I have 2 dogs with me,I informed her about our pet policy,which also display at front desk too,(we are pet friendly,but there is extracost per animal per night,and that is at hotel management, discretion,not refundable) copy enclosed,she told methat she will take only 1 dog in the room,and I told her that,we will examine your room and check roomconditional, lf It ok we will refund your extra money.On 06/14/15 1 was away from property In the morning,but on my back,maid who cleaned both rooms has foundlot of hairs on carpet,blanket,and also on sheets,pillow cases,while making shampoo In both rooms again.wefound hairs in water too,not only that we have also found brown color blanket from the room,whichnormally,use for animal.Looking to the evidence,and physical room condition we have not refunded her extra money for animals.On the same day we have more 3 guests stayed at our hotel with animals,and have paid $25.00/per animal pernights,we have not charged her any more money for animals.I have never addressed her lier,ant any time,l have always respected our valued guests,we are In business from2007,and we have about 8000 to 9000 guests,staying every year,also at least 2 dog show in our county headquarter and many of our regular guests,are coming every year with their animals.And so far none of them have any Issues with this property.T~YOU'
Ref.Case ID [redacted] Dated 06/15/15, received by us on 06/19/15Thank you for your letter dated 06/15/in regards to a complaint for billings or collection issues,Guest made reservation for rooms for nights, starting from,06/11/to 06/14/rooms with beds,whenguest check lnn,l asked her about,any animals with her,and she said.I have dogs with me,I informed her about our pet policy,which also display at front desk too,(we are pet friendly,but there is extracost per animal per night,and that is at hotel management, discretion,not refundable) copy enclosed,she told methat she will take only dog in the room,and I told her that,we will examine your room and check roomconditional, lf It ok we will refund your extra money.On 06/14/was away from property In the morning,but on my back,maid who cleaned both rooms has foundlot of hairs on carpet,blanket,and also on sheets,pillow cases,while making shampoo In both rooms again.wefound hairs in water too,not only that we have also found brown color blanket from the room,whichnormally,use for animal.Looking to the evidence,and physical room condition we have not refunded her extra money for animals.On the same day we have more guests stayed at our hotel with animals,and have paid $25.00/per animal pernights,we have not charged her any more money for animals.I have never addressed her lier,ant any time,l have always respected our valued guests,we are In business from2007,and we have about to guests,staying every year,also at least dog show in our county headquarter and many of our regular guests,are coming every year with their animals.And so far none of them have any Issues with this property.T~YOU'
We didn't notice that the outside doors didn't lock until saturday after returning from my girls softball games. My son was ahead of us and just pulled open the door. Our room was right next to the back doorWe checked other side and back doors in the facility and none were locked. My husband went to the front desk and the response was that the doors haven't locked for yearsWe asked for a refund for saturday night and we were denied. We called the Holiday Inn Express and they had one room left which we booked anc checked out of the hotel. The front desk was told this. My kids played the next day, all day. The hotel was not up to standard and staff was very rude. I felt out safety was compromised and that their explanation that the hotel had been this way for years was unsatisfactory
Referring to Complain Id . No. [redacted]
1. Outside door locks were damaged in winter storms and cold and we
called expert to get doors repaired but they could not find solution to
problem. Guest checked in on 6/20/2014 in afternoon and checked out
on 06/21/2014 at...
about 7:30 p.m. At time of check out she raised issue of
doors not locking, they didn't say anything until then about anything.
2. I was working front desk when guest came up to check out and I
explained cancellation policy and offered them a 20% discount on future
stay. I do not feel I was being rude.
3. Property was sold out on 6/20 and 06/21 2014 and we had many guest
that were in same group as this guest and they also had young children
and none of them made any complaints, in fact, we were complimented
on the cleanliness and friendliness of the place and people.
4. We never over charged this guest. She made an online reservation saying
there would be 2 adults and 2 children then she called day before check in
and said there would be 4 adults and we adjusted rate for 4 adults. When
we are sold out, we always run credit cards around noon to make sure all
credit cards are good. If we find one that is declined, we have the right to
sell that room. When guest checked in, they indicated that there was
only 2 adults and 2 children under 14 we voided out the charge for the 4
adults and only charge for 2 adults and 2 children. ($93.93 with tax per
night total for two nights $187.96). Also, our cancellation policy of 48
hours and by 3:00 p.m. is clearly stated on copy sent to guest and we have
notice of policy posted at front desk.
5. Guest asked for 2 extra blankets, (there are 2 blankets plus 2 sheets on
each bed in guest room already) we gave her one stating due to hotel
being sold out and limited inventory, we could not give her the two
blankets. Guest was not happy but I do not feel I was being rude.
6. The hot tub heater quit working on Wednesday, June 18 late afternoon.
We called repair man immediately, he came and told us he had to order
new part for heater and he wouldn't get it until Monday. We had notice
posted at front desk concerning hot tub closure but pool was still open
and complaining guest and family, were using the pool.
7. We have several rooms which have construction workers from Alabama,
Florida, Texas and Arizona who are staying for several months and we do
not discriminate against them and ask them to leave the gazebo area so
others may enjoy it too,(there was area for other guests and there were
other guests who were not construction workers who were using area
also). We did ask them to turn music down when we received complaints
and they did.
8. This guest never raised any issues during the 36 hours they were in the
property. Issues began when guest was told they could check out but
would receive no refund because they were checking out 14 hours early.
9. Several other guests also checked out in evening because their family
members (who were playing in a baseball tournament in Fort Atkinson)
lost their game so were not playing on the 22nd
• They did not ask for
refund nor make any complaints.
10. We have been in business since 2008 in Fort Atkinson and we have
always strived to give our guests the best customer service and a safe
stay. All our hotel rooms have two inside locks and unless person coming
in has key to guest room doors, they cannot get it. Our doors are fire
safety doors and unless person is super strong or has sledge hammer,
they cannot break in nor pick the locks as they are keycard locks. If guest
had complained shortly after check in, we could have moved them to
different area of hotel but once all guest were in, we didn't have a room
to move them to where they could have felt safer.
11. We have never had any issues with non guest entering property and
wanting to get into rooms. We also suspected she had more than 4
people in room but we did not charge her for extra people nor raise the
issue because we weren't positive. We feel this guest is angry because we
wouldn't refund one nighrs stay when they checked out because that is
when she started making complaints.
12. We are not refunding her any monies. I have told her via email that we
would give her the 20% off rate any time they want to stay but that was
all we would do and I know it made her angrier. No hotel would have
refunded a guest for Saturday's stay when they checked out at 7:30 p.m.
and after being in property for 36 hours. (Also I apologized if I sounded
rude, which was not my intent.)
13. We received complaint through our corporate office also and in response
we apologized and offered her 20% discount on future stay and they
agreed was good response to guest complaint. We have had guest like
this in the past and we cannot give into their ungrounded complaints or
we would be out of business in short time.
Sincerely,
Ref.Case ID [redacted] Dated 06/15/15, received by us on 06/19/15Thank you for your letter dated 06/15/15 in regards to a complaint for billings or collection issues,Guest made reservation for 2 rooms for 3 nights, starting from,06/11/15 to 06/14/15 rooms with 2 beds,whenguest check...
lnn,l asked her about,any animals with her,and she said.I have 2 dogs with me,I informed her about our pet policy,which also display at front desk too,(we are pet friendly,but there is extracost per animal per night,and that is at hotel management, discretion,not refundable) copy enclosed,she told methat she will take only 1 dog in the room,and I told her that,we will examine your room and check roomconditional, lf It ok we will refund your extra money.On 06/14/15 1 was away from property In the morning,but on my back,maid who cleaned both rooms has foundlot of hairs on carpet,blanket,and also on sheets,pillow cases,while making shampoo In both rooms again.wefound hairs in water too,not only that we have also found brown color blanket from the room,whichnormally,use for animal.Looking to the evidence,and physical room condition we have not refunded her extra money for animals.On the same day we have more 3 guests stayed at our hotel with animals,and have paid $25.00/per animal pernights,we have not charged her any more money for animals.I have never addressed her lier,ant any time,l have always respected our valued guests,we are In business from2007,and we have about 8000 to 9000 guests,staying every year,also at least 2 dog show in our county headquarter and many of our regular guests,are coming every year with their animals.And so far none of them have any Issues with this property.T~YOU'