Sierra Crossings Motel and Suites

I am responding for case #12154569. We have cameras in our property; all the times that I am writing down in this statement are supported by video upon request. On May 13th, [redacted] (receptionist of the first shift) called room 107 under the name of [redacted] at 11:00 am to ask if she...

was leaving or staying over. [redacted] answered the phone and check with [redacted] how much it would be to check out late. [redacted] told [redacted] if she checked out before 12 pm or 1 pm there would be no late fee. [redacted] told [redacted] there was going to be a $10 late fee long she check out by 2:00 pm. [redacted] accepted the charge and was going to send the son to pay the late fee to the office but [redacted] told her that she could pay when she checks out. [redacted] called the room by 2:00 pm and there was no answer. [redacted] waited almost half an hour to send housekeeping to check the room and know what was happening. At 2:24 pm, housekeeping goes to the room to check and she saw all the stuff from the guest inside the room and the key from the room also. There were clothes on the beds, floor, and all kinds of stuff everywhere in the room. At 2:33 pm- Maintenance person with [redacted] go to the room to check how much stuff were left in the room so they could grab big trash bags. [redacted] talked to the motel manager to ask for authorization to go to the room and out all the stuff in bags cause it was getting late and housekeeping leaves at 4:30 pm. The motel manager authorized the maintenance person to go to the room but she asked [redacted] to please very careful put the stuff in bags as we always do it. At 2:45 pm maintenance person goes with bags in the room and starts putting only clothes and shoes in bags. At 2:54 pm maintenance person goes out the room to grab some other bags and comes back to the room at 2:56 pm At 3: 13 pm [redacted] goes to the room to notify the maintenance person to stop putting stuff from the room in the bags because the guest had called that she was on her way to the motel being upset, mad, cursing [redacted] over the phone saying that [redacted] didn't say specific time to check out and saying she could check out any time after 1 pm with $10 late fee, which was not truth. At 3:36 pm guest showed up at the motel going first to the office because she did not have the room key. [redacted] (receptionist for the second shift 3pm-11pm) called the motel manager saying that the guest from 107 was at the office very upset and mad about the fact of maintenance person going to the room to grab her stuff. The motel manager talked to [redacted] on the phone but she was so upset and mad she didn't hear apologies and motel policies about late out and the motel manager asked [redacted] to give full deposit back of $30 to the guest. [redacted] didn't pay late fee charge.  At 4:12 pm [redacted] finished to take all her stuff from the room and left. To make a resume of what happened, this motel stays full on the weekends. We needed the room clean before housekeeping leaved at 4:30 pm. Time was running and unfortunately there was no phone registered in the arrival form so we could contact [redacted] before we went to put her stuff in bags. It would be easier for us to tell her no for a late check out we tried to help. We did not damage any clothes or anything in the room. Maintenance person only grab clothes and shoes in the bags, nothing else. We can give apologies to [redacted] on the phone or written for all the inconvenience of this situation but we are not making a refund of the last week as she is requesting. We provided a nice, comfortable room, safe place to stay for 22 days and we are sure that we did not damage any of her belongings. I need to mention that the room was dirty and the motel manager had to bring to their attention to take care of the towels and bed sheets because they were dirty, very dirty and we charged for damaged linen in the rooms to the guest. Also on [redacted] 30th around 4: 38 pm a male guest from 107 request room service, the carper was so so dirty that the motel manager housekeeping and himself had to do it and I have all this issues on camera upon request on video. It took us 33 minutes just to clean up the floor in the room. I have reports available from housekeeping with notes about the room being dirty and things everywhere in the rom that they could not even clean it. Also I can provide our motel rules listed in the rooms and policies on writing in the room too.