Shadow Mountain Barn Builders & Rural Development

Dear Revdex.com agent, March 18, Thank you for informing us regarding this issue We are aware of this guest and their feelings on the issueThe guest in question checked in with the hotel during the early evening and was in the room for several hoursThe gentleman came into the lobby around 11:30.pm stating that he had locked himself out of his roomAt that point our evening clerk detected the odor of strong tobacco smoke on him The guests returned around 12:am, stating that they had been bitten by "bedbugs"The hotel has a policy that we do NOT argue with the customer when they bring forward this type of concernThe guests were, as stated, refunded their entire room feeAs the guest had paid with cash, the hotel asks for a $security depositThe guests were informed at check in that the rooms are non·smokingThere is literature in the room explaining that the hotel considers the smell of smoke in the room to be a violation of the policy and will cost them their depositBeing mindful of the odor of smoke on the guest, the clerk went to the room to check for damages and other concernsThe clerk states that upon entering the room, they could detect the same odor of smoke in the front half of the room Based upon this determination, the clerk returned to the desk and informed the guests that we would have to hold their depositThe guests attempted to argue that they had not smoked in the roomHe replied that he did not say that they had, but that smoking with the door open would have let the smoke in the room as wellThe guests, of course, were unhappy and mentioned that they would be contacting your agencyThe State of Indiana has its laws regarding smoking and the hotel reminds all of its guests that we are 100% non-smokingThe hotel clerk was only acting under the law as the room had to be ozoned the following day to clear out the smoking smellIt was neither malicious nor egregious that we retained the depositI do understand that the guests had their concerns and were upsetHowever, the room was inspected the next day very thoroughlyNO bedbugs were found in the room after their departureThe room was stripped, laundered and sprayed just to be certainWe are acutely aware of how serious the bug problem has been this past yearAs I have said, we do not challenge our customers' claims of bugs nor do we withhold their FULL refund of the current and unused portion of their room rentWe did not retain their money, even given that they had been in the room as long as they had Michael S [redacted] Manager Days Inn Bloomington, IN

Mrs [redacted] arrived prior to our daily chetimeIt is her statement that she was in town to see her son at his AM concertHe was not however with her, as he was already on campusThe cheat noon was the hotel's attempt to accommodate her request for early arrivalThe hotel clerk did not turn Mrs [redacted] awayWe simply did not have her room available at that timeShe would still have been able to go see her son perform and come back and check inWe do of course understand that she wanted to freshen up before going to the performanceHowever, being as that time frame would have been quite short, we are unsure how effective that would have been Mrs [redacted] booked her reservation on Booking.com The website explains that our check in time officially begins after 3:PMIt was Mrs [redacted] herself that decided to take her stay elsewhere, even knowing that she had a standing reservation with the Days InnPer Booking.com and the hotel, the reservation was on a hour cancellation policy and will incur a 1-night charge for cancelling outside the time windowThe hotel was simply following its policy in charging her inspite of her change of hotel venue We ask that you consider these facts and review the website if you feel so inclinedI hope that in presenting our side of the case, you will understand where the hotel stands on this concern Thank you for your time and understanding Sincerely, Jon [redacted] Sales Manager Days Inn Bloomington, IN

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Of course that that Days Inn are gonna say there are not bed bugsIf you had the health department or whatever check all your rooms it would be determined that your hotel is infestedMe and my husband saw three bed bugs just in one spot of the bedAnd they were tinyNow I'm sure you also have cameras and could go back to that day when I asked for my deposit back and you said me and husband werent getting out deposit back because were liarsYour rules state: NO SMOKING IN THE ROOMS!! It does not state, if your a smoker and you smoke outside, you won't get your deposit back eitherNor does it state: IF YOU MAKE THE MANAGER MAD AND TELL HIM HIS ROOMS ARE INFESTED WITH BED BUGS HE WONT GIVE YOU YOUR DEPOSIT BACKYour trying to make up rules as you goI'm sure I wont be the only one complaining of this problem in the near futureI spent a lot of money making sure I didnt get bed bugs from your rooms and I didn't even smoke in your room, I smoked in my car outside of your roomI'm sure you have cameras where you can check the outsides tooI wouldve liked my deposit back to buy all the bed bugs spray and wash all my clothes with but now I would like to be reimbursed with my money that you kept from me because I had to do all that and the bugs came from your hotelDo you yell at everyone who tells you about your bug problem and call them liars, like you did to me and my husband and we were just trying to make you aware of your problem Regards, [redacted]

Hello, my name is Michael S***, I'm the manager at Days Inn in Bloomington IndianaThis email is in regards to Mr [redacted] He was scheduled to stay with us for nights, on the 4th night he found one bed bug crawling up the wallWe issued him a full day refund for his 5th day as he wasn't staying for that, and 75% was refunded to him for his 4th dayHe didn't feel that this was enough, even though he stayed the full night in the room, and only noticed the one bug in the morning of his 4th day, and had no bites to his person, and no other bugs anywhere else in the roomWe did a full inspection of the room, once by myself, once by the housekeepers, and once by the owner himself, with no one finding any bugsStill we closed down the room and sprayed the entire room, and left it closed for a couple of days just in case, allowing the chemical spray to kill anything that might have been in thereAfter a couple of days, we re-inspected the room, and still found nothingMr [redacted] was not satisfied, and insisted that everything that he owned must be infested even though he showed no sign of that anywhere, and that we should not only give him a full refund for everyday that he stayed with us without complaint or issue, but that he was going to have to throw out all of his work clothsAgain, there was no evidence, even to this date, that any of his stuff was infested or that he had any bed bug issuesHe is just upset that even by corporate standard, I over paid the refund that I did give to him, as we are only supposed to give back a 25% refund, if the guest stays till morning before complaining of an issueOur property is not infested with bed bugs, as we take care to have it sprayed regularlyAll hotels get them from time to time, as do hospitals as wellAnd though I tried to explain to him, he refused to listen, which is why he was filing complaints at every levelThere is nothing else that we are going to be able to do for him, as we are following corporate guidelinesWe are sorry that he saw a single bug, but we have already given him recompense for this issueDo to the fact that I've already addressed this issue with him, and corporate several times now, the owner see's no reason to call and repeat the same response to him all over again, especially since the owner's English is no where near as good as mine, as English is a second language for him BD Reply all

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Well MichaelYou must not recall that when I called you to speak with K P***, you took MY number and said the owner would call me back in to hoursClearly he has no such integrity, and your telling me that knowing he wouldn't indicts you as wellPlease dont say its because English is his second languageAs to my reasonable request...That I didn't find your infestation UNTIL the 5th morning certainly doesn't mean you didn't rent me an infested room that whole timeI don't have your experience with bedbugs Mike, but my reading on it indicates if you find a single blood-filled adult...1)you have been bitten and 2) there are more(Remember the homeless guy Mike? The one you let stay and who infested your motel?)It's apparent Kenny P*** has a stronghold with money and lacks the ethical integrity to operate a motelI'd like him to call meHe can do so with assurance I won't ask for a refundI simply think he owes me the courtesy of a phone callI did get rid of a bunch of stuff MichaelI couldn't take the risk of putting things back in our home and then possibly introducing the DaysInn gift that keeps on giving
Regards, *** ***
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I made the reservation the day before.  The 72 hour cancellation would not apply in this situation.  I was at their check in counter which meant that I made a good faith effort to do business with Days Inn Bloomington by paying up front through Booking.com.   They would not allow me to.  I do understand policy, however following policy and good customer service plays hand in hand.  I simple ask now as I already have that Days Inn Bloomington waive or discount the cancellation fee since they would not accommodate me.  Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Of course that that Days Inn are gonna say there are not bed bugs. If you had the health department or whatever check all your rooms it would be determined that your hotel is infested. Me and my husband saw three bed bugs just in one spot of the bed. And they were tiny. Now I'm sure you also have cameras and could go back to that day when I asked for my deposit back and you said me and husband werent getting out deposit back because were liars. Your rules state: NO SMOKING IN THE ROOMS!! It does not state, if your a smoker and you smoke outside, you won't get your deposit back either. Nor does it state: IF YOU MAKE THE MANAGER MAD AND TELL HIM HIS ROOMS ARE INFESTED WITH BED BUGS HE WONT GIVE YOU YOUR DEPOSIT BACK. Your trying to make up rules as you go. I'm sure I wont be the only one complaining of this problem in the near future. I spent a lot of money making sure I didnt get bed bugs from your rooms and I didn't even smoke in your room, I smoked in my car outside of your room. I'm sure you have cameras where you can check the outsides too. I wouldve liked my deposit back to buy all the bed bugs spray and wash all my clothes with but now I would like to be reimbursed with my money that you kept from me because I had to do all that and the bugs came from your hotel. Do you yell at everyone who tells you about your bug problem and call them liars, like you did to me and my husband and we were just trying to make you aware of your problem. 
Regards,
[redacted]

Mrs. [redacted] arrived prior to our daily check-in time. It is her statement that she was in town to see her son at his 11 AM concert. He was not however with her, as he was already on campus. The check-in at noon was the hotel's attempt to accommodate her request for early arrival. The hotel...

clerk did not turn Mrs. [redacted] away. We simply did not have her room available at that time. She would still have been able to go see her son perform and come back and check in. We do of course understand that she wanted to freshen up before going to the performance. However, being as that time frame would have been quite short, we are unsure how effective that would have been.
 
      Mrs. [redacted] booked her reservation on Booking.com.  The website explains that our check in time officially begins after 3:00 PM. It was Mrs. [redacted] herself that decided to take her stay elsewhere, even knowing that she had a standing reservation with the Days Inn. Per Booking.com and the hotel,  the reservation was on a 72 hour cancellation policy and will incur a 1-night charge for cancelling outside the time window. The hotel was simply following its policy in charging her inspite of her change of hotel venue.
 
     We ask that you consider these facts and review the website if you feel so inclined. I hope that in presenting our side of the case, you will understand where the hotel stands on this concern.  Thank you for your time and understanding.
 
 
Sincerely,
Jon [redacted]
Sales Manager
Days Inn Bloomington, IN

Dear Revdex.com agent, March 18, 2017   Thank you for informing us regarding this issue.  We are aware of this guest and their feelings on the issue. The guest in question checked in with the hotel during the early evening and was in the room for several hours. The gentleman came...

into the lobby around 11:30.pm stating that he had locked himself out of his room. At that point our evening clerk detected the odor of strong tobacco smoke on him.   The guests returned around 12:00 am, stating that they had been bitten by "bedbugs". The hotel has a policy that we do NOT argue with the customer when they bring forward this type of concern. The guests were, as stated, refunded their entire room fee. As the guest had paid with cash, the hotel asks for a $50 security deposit. The guests were informed at check in that the rooms are non·smoking. There is literature in the room explaining that the hotel considers the smell of smoke in the room to be a violation of the policy and will cost them their deposit. Being mindful of the odor of smoke on the guest, the clerk went to the room to check for damages and other concerns. The clerk states that upon entering the room, they could detect the same odor of smoke in the front half of the room.   Based upon this determination, the clerk returned to the desk and informed the guests that we would have to hold their deposit. The guests attempted to argue that they had not smoked in the room. He replied that he did not say that they had, but that smoking with the door open would have let the smoke in the room as well. The guests, of course, were unhappy and mentioned that they would be contacting your agency. The State of Indiana has its laws regarding smoking and the hotel reminds all of its guests that we are 100% non-smoking. The hotel clerk was only acting under the law as the room had to be ozoned the following day to clear out the smoking smell. It was neither malicious nor egregious that we retained the deposit. I do understand that the guests had their concerns and were upset. However, the room was inspected the next day very thoroughly. NO bedbugs were found in the room after their departure. The room was stripped, laundered and sprayed just to be certain. We are acutely aware of how serious the bug problem has been this past year. As I have said, we do not challenge our customers' claims of bugs nor do we withhold their FULL refund of the current and unused portion of their room rent. We did not retain their money, even given that they had been in the room as long as they had.  Michael S[redacted]   Manager  Days Inn Bloomington, IN

Hello, my name is Michael S[redacted], I'm the manager at Days Inn in Bloomington Indiana. This email is in regards to Mr. [redacted]. He was scheduled to stay with us for 5 nights, on the 4th night he found one bed bug crawling up the wall. We issued him a full day refund for his 5th day as he wasn't...

staying for that, and 75% was refunded to him for his 4th day. He didn't feel that this was enough, even though he stayed the full night in the room, and only noticed the one bug in the morning of his 4th day, and had no bites to his person, and no other bugs anywhere else in the room. We did a full inspection of the room, once by myself, once by the housekeepers, and once by the owner himself, with no one finding any bugs. Still we closed down the room and sprayed the entire room, and left it closed for a couple of days just in case, allowing the chemical spray to kill anything that might have been in there. After a couple of days, we re-inspected the room, and still found nothing. Mr. [redacted] was not satisfied, and insisted that everything that he owned must be infested even though he showed no sign of that anywhere, and that we should not only give him a full refund for everyday that he stayed with us without complaint or issue, but that he was going to have to throw out all of his work cloths. Again, there was no evidence, even to this date, that any of his stuff was infested or that he had any bed bug issues. He is just upset that even by corporate standard, I over paid the refund that I did give to him, as we are only supposed to give back a 25% refund, if the guest stays till morning before complaining of an issue. Our property is not infested with bed bugs, as we take care to have it sprayed regularly. All hotels get them from time to time, as do hospitals as well. And though I tried to explain to him, he refused to listen, which is why he was filing complaints at every level. There is nothing else that we are going to be able to do for him, as we are following corporate guidelines. We are sorry that he saw a single bug, but we have already given him recompense for this issue. Do to the fact that I've already addressed this issue with him, and corporate several times now, the owner see's no reason to call and repeat the same response to him all over again, especially since the owner's English is no where near as good as mine, as English is a second language for him.

BD
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