Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ I had received a call about a guest that had a complaint and that they were demanding a free roomThey were discussing problems from a previous stay in detail with our front desk staff in a manner that was making them uncomfortable and arousing suspicion from other guests When I approached the desk, I met MrM [redacted] who was having a conversation with a guest of the hotelI introduced myself to him and asked him to speak with me outside away from other guestsI asked how I could assist himHe said that he has lived in Cuyahoga Falls his entire life and that he has two houses in the citySo, I asked why he needed to stay in the hotel? He then went into a detailed explanation that he was having a "very bad two weeks." I asked about his previous stay and he told me that he stayed a couple of weeks ago and that he experienced problems with his stayI asked if he brought the problems to our attention during his stay and he said he had notHe went on to tell me that he was awakened at 6:30am due to us laying carpet outside of his roomI explained that we had not laid the carpet in that hallway yet and that the earliest we ever start any project was 8am It was then that he became argumentative, but I apologized and asked what I could do for him? He said that he wanted a free night for that evening and I explained that I could not provide a free night, but would be happy to offer him a greatly reduced rate to make up for any inconveniences he experienced during his last stayHe then became argumentative again and said that he would "go over my head" and that I "would be sorry" and walked away as I attempted to explain to him what it was I was willing to do Approximately one hour later, I noticed that MrM [redacted] was still on property and that he was talking with one of the subcontractors involved with our renovationsIt was then that I asked him why he was still at the hotelBecause he was so animated when he left, I had concerns about his presence on propertyHe said that he was staying with a friend at the hotel and that he was with the BDAA group that was in-house, which was a group of Russian musiciansI wanted to verify that he was a guest, so I asked for his friend's nameHe stated that it was RickI then asked for the last name of the registered guest and he stated it was J***So I told him that I was going to confirm that the name on the reservation would be under Rick J [redacted] and then asked for the room numberHe became very agitated at that point and took out his phone and walked away and stated "I am calling him now." After he walked away I began a conversation with my chief engineer and noticed after a short time that MrM [redacted] was getting into his car and leaving A few days later I was notified by a front desk associate that MrM [redacted] had called the hotel and stated that he felt I had harassed him and went into a tirade about the situation and was using foul language in the conversation, which made her very uncomfortableShe stated that he had no request, and that he was just yelling about how he was treatedI then informed my front desk staff to notify me immediately if they saw MrM [redacted] on property The questions I asked MrM [redacted] were to qualify his complaints and statementsThe questions are common in the hotel industry and are asked for the security of the property and guestsI have listened to the complaints of MrM [redacted] and have offered appeasements to him that he has refused to acceptTherefore I feel that no refund is warranted and that no apology is required If you have any additional questions regarding this matter please do not hesitate to contact me at 330-929- Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not ask for a free night at the hotel, that must be his presumption, I WAS HANGING AROUND HOTEL, I HAD LEFT FOR HRS, AND PERSON I WAS TALKING TOO WAS A LONG TIME FRIEND HAVENT BEEN IN TALK TO BEORE, WICH WAS REASON I CAME BACK TO HAVE LUNCH WITH, I WAS BEING HERASSED, UT THATS HERE NOR THERE, I WOULD LIKE SOME SORT OF COMPENSATION/AND OR PORTION PUT BACK ON MY CREDIT CARD FOR INCONVIENENCE, WOULD OT LIKE TO GET INTO PISSING MATCH OF WHO WAS RIGHT AND WHO WAS WRONG, FOR BOTH PARTIES HAD THEIR OWN FAULT, THOUGH I WAS A CUSTOMER PAYING FOR A SERVICE I DID NOT FULLY RECIEVETHANK YOU Final Business Response / [redacted] (4000, 9, 2015/08/11) */ As stated before, I have listened to MrM***' complaints and have offered appeasements that he has refused We will not offer any type of refund and now consider this matter closed
Initial Business Response /* (1000, 5, 2015/07/31) */
I had received a call about a guest that had a complaint and that they were demanding a free room. They were discussing problems from a previous stay in detail with our front desk staff in a manner that was making them uncomfortable and...
arousing suspicion from other guests.
When I approached the desk, I met Mr. M[redacted] who was having a conversation with a guest of the hotel. I introduced myself to him and asked him to speak with me outside away from other guests. I asked how I could assist him. He said that he has lived in Cuyahoga Falls his entire life and that he has two houses in the city. So, I asked why he needed to stay in the hotel? He then went into a detailed explanation that he was having a "very bad two weeks."
I asked about his previous stay and he told me that he stayed a couple of weeks ago and that he experienced problems with his stay. I asked if he brought the problems to our attention during his stay and he said he had not. He went on to tell me that he was awakened at 6:30am due to us laying carpet outside of his room. I explained that we had not laid the carpet in that hallway yet and that the earliest we ever start any project was 8am.
It was then that he became argumentative, but I apologized and asked what I could do for him? He said that he wanted a free night for that evening and I explained that I could not provide a free night, but would be happy to offer him a greatly reduced rate to make up for any inconveniences he experienced during his last stay. He then became argumentative again and said that he would "go over my head" and that I "would be sorry" and walked away as I attempted to explain to him what it was I was willing to do.
Approximately one hour later, I noticed that Mr. M[redacted] was still on property and that he was talking with one of the subcontractors involved with our renovations. It was then that I asked him why he was still at the hotel. Because he was so animated when he left, I had concerns about his presence on property. He said that he was staying with a friend at the hotel and that he was with the BDAA group that was in-house, which was a group of Russian musicians. I wanted to verify that he was a guest, so I asked for his friend's name. He stated that it was Rick. I then asked for the last name of the registered guest and he stated it was J[redacted]. So I told him that I was going to confirm that the name on the reservation would be under Rick J[redacted] and then asked for the room number. He became very agitated at that point and took out his phone and walked away and stated "I am calling him now." After he walked away I began a conversation with my chief engineer and noticed after a short time that Mr. M[redacted] was getting into his car and leaving.
A few days later I was notified by a front desk associate that Mr. M[redacted] had called the hotel and stated that he felt I had harassed him and went into a tirade about the situation and was using foul language in the conversation, which made her very uncomfortable. She stated that he had no request, and that he was just yelling about how he was treated. I then informed my front desk staff to notify me immediately if they saw Mr. M[redacted] on property.
The questions I asked Mr. M[redacted] were to qualify his complaints and statements. The questions are common in the hotel industry and are asked for the security of the property and guests. I have listened to the complaints of Mr. M[redacted] and have offered appeasements to him that he has refused to accept. Therefore I feel that no refund is warranted and that no apology is required.
If you have any additional questions regarding this matter please do not hesitate to contact me at 330-929-3000.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not ask for a free night at the hotel, that must be his presumption, I WAS HANGING AROUND HOTEL, I HAD LEFT FOR 3 HRS, AND PERSON I WAS TALKING TOO WAS A LONG TIME FRIEND HAVENT BEEN IN TALK TO BEORE, WICH WAS REASON I CAME BACK TO HAVE LUNCH WITH, I WAS BEING HERASSED, UT THATS HERE NOR THERE, I WOULD LIKE SOME SORT OF COMPENSATION/AND OR PORTION PUT BACK ON MY CREDIT CARD FOR INCONVIENENCE, WOULD OT LIKE TO GET INTO PISSING MATCH OF WHO WAS RIGHT AND WHO WAS WRONG, FOR BOTH PARTIES HAD THEIR OWN FAULT, THOUGH I WAS A CUSTOMER PAYING FOR A SERVICE I DID NOT FULLY RECIEVE. THANK YOU
Final Business Response /* (4000, 9, 2015/08/11) */
As stated before, I have listened to Mr. M[redacted]' complaints and have offered appeasements that he has refused.
We will not offer any type of refund and now consider this matter closed.
Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ I had received a call about a guest that had a complaint and that they were demanding a free roomThey were discussing problems from a previous stay in detail with our front desk staff in a manner that was making them uncomfortable and arousing suspicion from other guests When I approached the desk, I met MrM [redacted] who was having a conversation with a guest of the hotelI introduced myself to him and asked him to speak with me outside away from other guestsI asked how I could assist himHe said that he has lived in Cuyahoga Falls his entire life and that he has two houses in the citySo, I asked why he needed to stay in the hotel? He then went into a detailed explanation that he was having a "very bad two weeks." I asked about his previous stay and he told me that he stayed a couple of weeks ago and that he experienced problems with his stayI asked if he brought the problems to our attention during his stay and he said he had notHe went on to tell me that he was awakened at 6:30am due to us laying carpet outside of his roomI explained that we had not laid the carpet in that hallway yet and that the earliest we ever start any project was 8am It was then that he became argumentative, but I apologized and asked what I could do for him? He said that he wanted a free night for that evening and I explained that I could not provide a free night, but would be happy to offer him a greatly reduced rate to make up for any inconveniences he experienced during his last stayHe then became argumentative again and said that he would "go over my head" and that I "would be sorry" and walked away as I attempted to explain to him what it was I was willing to do Approximately one hour later, I noticed that MrM [redacted] was still on property and that he was talking with one of the subcontractors involved with our renovationsIt was then that I asked him why he was still at the hotelBecause he was so animated when he left, I had concerns about his presence on propertyHe said that he was staying with a friend at the hotel and that he was with the BDAA group that was in-house, which was a group of Russian musiciansI wanted to verify that he was a guest, so I asked for his friend's nameHe stated that it was RickI then asked for the last name of the registered guest and he stated it was J***So I told him that I was going to confirm that the name on the reservation would be under Rick J [redacted] and then asked for the room numberHe became very agitated at that point and took out his phone and walked away and stated "I am calling him now." After he walked away I began a conversation with my chief engineer and noticed after a short time that MrM [redacted] was getting into his car and leaving A few days later I was notified by a front desk associate that MrM [redacted] had called the hotel and stated that he felt I had harassed him and went into a tirade about the situation and was using foul language in the conversation, which made her very uncomfortableShe stated that he had no request, and that he was just yelling about how he was treatedI then informed my front desk staff to notify me immediately if they saw MrM [redacted] on property The questions I asked MrM [redacted] were to qualify his complaints and statementsThe questions are common in the hotel industry and are asked for the security of the property and guestsI have listened to the complaints of MrM [redacted] and have offered appeasements to him that he has refused to acceptTherefore I feel that no refund is warranted and that no apology is required If you have any additional questions regarding this matter please do not hesitate to contact me at 330-929- Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not ask for a free night at the hotel, that must be his presumption, I WAS HANGING AROUND HOTEL, I HAD LEFT FOR HRS, AND PERSON I WAS TALKING TOO WAS A LONG TIME FRIEND HAVENT BEEN IN TALK TO BEORE, WICH WAS REASON I CAME BACK TO HAVE LUNCH WITH, I WAS BEING HERASSED, UT THATS HERE NOR THERE, I WOULD LIKE SOME SORT OF COMPENSATION/AND OR PORTION PUT BACK ON MY CREDIT CARD FOR INCONVIENENCE, WOULD OT LIKE TO GET INTO PISSING MATCH OF WHO WAS RIGHT AND WHO WAS WRONG, FOR BOTH PARTIES HAD THEIR OWN FAULT, THOUGH I WAS A CUSTOMER PAYING FOR A SERVICE I DID NOT FULLY RECIEVETHANK YOU Final Business Response / [redacted] (4000, 9, 2015/08/11) */ As stated before, I have listened to MrM***' complaints and have offered appeasements that he has refused We will not offer any type of refund and now consider this matter closed
Initial Business Response /* (1000, 5, 2015/07/31) */
I had received a call about a guest that had a complaint and that they were demanding a free room. They were discussing problems from a previous stay in detail with our front desk staff in a manner that was making them uncomfortable and...
arousing suspicion from other guests.
When I approached the desk, I met Mr. M[redacted] who was having a conversation with a guest of the hotel. I introduced myself to him and asked him to speak with me outside away from other guests. I asked how I could assist him. He said that he has lived in Cuyahoga Falls his entire life and that he has two houses in the city. So, I asked why he needed to stay in the hotel? He then went into a detailed explanation that he was having a "very bad two weeks."
I asked about his previous stay and he told me that he stayed a couple of weeks ago and that he experienced problems with his stay. I asked if he brought the problems to our attention during his stay and he said he had not. He went on to tell me that he was awakened at 6:30am due to us laying carpet outside of his room. I explained that we had not laid the carpet in that hallway yet and that the earliest we ever start any project was 8am.
It was then that he became argumentative, but I apologized and asked what I could do for him? He said that he wanted a free night for that evening and I explained that I could not provide a free night, but would be happy to offer him a greatly reduced rate to make up for any inconveniences he experienced during his last stay. He then became argumentative again and said that he would "go over my head" and that I "would be sorry" and walked away as I attempted to explain to him what it was I was willing to do.
Approximately one hour later, I noticed that Mr. M[redacted] was still on property and that he was talking with one of the subcontractors involved with our renovations. It was then that I asked him why he was still at the hotel. Because he was so animated when he left, I had concerns about his presence on property. He said that he was staying with a friend at the hotel and that he was with the BDAA group that was in-house, which was a group of Russian musicians. I wanted to verify that he was a guest, so I asked for his friend's name. He stated that it was Rick. I then asked for the last name of the registered guest and he stated it was J[redacted]. So I told him that I was going to confirm that the name on the reservation would be under Rick J[redacted] and then asked for the room number. He became very agitated at that point and took out his phone and walked away and stated "I am calling him now." After he walked away I began a conversation with my chief engineer and noticed after a short time that Mr. M[redacted] was getting into his car and leaving.
A few days later I was notified by a front desk associate that Mr. M[redacted] had called the hotel and stated that he felt I had harassed him and went into a tirade about the situation and was using foul language in the conversation, which made her very uncomfortable. She stated that he had no request, and that he was just yelling about how he was treated. I then informed my front desk staff to notify me immediately if they saw Mr. M[redacted] on property.
The questions I asked Mr. M[redacted] were to qualify his complaints and statements. The questions are common in the hotel industry and are asked for the security of the property and guests. I have listened to the complaints of Mr. M[redacted] and have offered appeasements to him that he has refused to accept. Therefore I feel that no refund is warranted and that no apology is required.
If you have any additional questions regarding this matter please do not hesitate to contact me at 330-929-3000.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not ask for a free night at the hotel, that must be his presumption, I WAS HANGING AROUND HOTEL, I HAD LEFT FOR 3 HRS, AND PERSON I WAS TALKING TOO WAS A LONG TIME FRIEND HAVENT BEEN IN TALK TO BEORE, WICH WAS REASON I CAME BACK TO HAVE LUNCH WITH, I WAS BEING HERASSED, UT THATS HERE NOR THERE, I WOULD LIKE SOME SORT OF COMPENSATION/AND OR PORTION PUT BACK ON MY CREDIT CARD FOR INCONVIENENCE, WOULD OT LIKE TO GET INTO PISSING MATCH OF WHO WAS RIGHT AND WHO WAS WRONG, FOR BOTH PARTIES HAD THEIR OWN FAULT, THOUGH I WAS A CUSTOMER PAYING FOR A SERVICE I DID NOT FULLY RECIEVE. THANK YOU
Final Business Response /* (4000, 9, 2015/08/11) */
As stated before, I have listened to Mr. M[redacted]' complaints and have offered appeasements that he has refused.
We will not offer any type of refund and now consider this matter closed.