Sleep Inn Hotel

Dear Sir or Madam,In regards to the complaint from the guest for advertising issues, we would like to state that nothing wasadvertised incorrectly on the Priceline website. However, we do acknowledge the situation and want tosincerely apologize for the frustration surrounding this incident....

According to our front desk agent, he didnot feel comfortable giving him a copy of the registration card because he has never received that requestbefore and was unsure about the hotel's policies. We have notified him that though it is an unusual request,that it is not against hotel policy and that he is allowed to in the future.As for the room, we acknowledge that the customer booked a King but there were no available rooms forthat length of stay during that time. This was an error on Priceline's inventory of our property. We updateour availability on an ongoing, real-time basis through our Central Reservations System and this number isautomatically synced with Priceline and should reflect as such. When overbookings such as this occur, thisis usually because these Online Travel Agencies are having server issues or glitches and do not reflect thecorrect number of rooms on their websites, thus resulting in overbookings of a certain room type. Also, thefront desk agent is correct-he does not have the ability or the authority to cancel reservations from OnlineTravel Agencies without manager approval. Our agent at the time felt that the next best option was to givethem a queen bedroom for one night, and then lock down the availability for the King bedroom for theremaining two nights of their stay. So while the error was not on our part for the overbooking of the roomtype, we acknowledge that the specific room type requested was not given. We also acknowledge that theoption to choose between a queen or to forego the reservation should have been presented to the customerbefore they checked-in, and for this we sincerely apologize.We have sat down with this Front Desk Agent about his behavior in handling the situation and spoke tohim at length about what steps could have been taken to avoid escalating this issue to such an extent. Hewas served an employee disciplinary action fonn and has been given a final warning for his behavior. Thereare usually three warnings that we issue before handing out the final warning, but considering the extent ofthe situation and how upset the customers were, he was put on immediate probation and will face immediatetermination if any additional encounters such as this one occur.I have spoken directly with the customers about this situation and apologized over the phone about thenegative encounter they experienced. I was very grateful for their pragmatism and thoroughness in handlingthis situation and apologize that we were not able to meet their expectation and that the behavior exhibitedin this situation was supremely unacceptable and extremely uncharacteristic of our property. Since we hadavailability for the King bedroom for the remaining nights of their stay and moved them after the first night,I would like to offer a partial refund for their stay--for the one night they were not given the room type theyhad requested.Again, we apologize and hope that this resolution will suffice for the experiences encountered staying withus at our property.Sincerely,KandiceGeneral Manager

I was charged $15 to check in early, despite never being charged before. The reason cited was "we need to pay our cleaning staff". I stay at the Sleep Inn in Wake Forest every few weeks when visiting my family. My last stay, I called and asked about their availability and if there were any rooms available for early check in, something I do all the time at this same Sleep Inn without issue. I was told that would have availability within 30 minutes. I went down there after 30 minutes and was told I'd be charged an additional $15 for early check in. I explained how I did this all the time and asked if it was some policy that has never been instituted, the young man explained that his manager made an "executive decision" and that "they needed to pay their cleaning staff". As if to say that's the only way to pay them, charging people extra for checking in early, but only telling them of the extra charge when they drive all the way to your establishment. The manager was only a few feet away, but never looked up and never addressed the issue herself. I was a loyal customer have never had an issue there before, but I'll never stay there again.Desired SettlementI'd like an explanation of the official policy. If the manager was wrong, I'd like that money back.Business Response Contact Name and Title: [redacted] ManagerContact Phone:[redacted]Contact Email: [redacted]Mr. [redacted], first and for most we would like to apologize for the issues you experienced with us. The staff member who checked you in is no longer working with us. Not necessary because of this incident, but overall for a lack of care and concern for the position. We wanted to let you know that we did refund the 15 dollar charge, and attempted to contact you by phone. In the future should you experience any issues we recommend you attempt to contact management as we are always very eager and willing to handle any issues or complaints directly with our customers. It is very untrue that we charge an early check in fee because "we need to pay our cleaning staff" as you were told by the individual who checked you in. The manager on duty at the time had no recollection of the event, and surely would have determined that the fee was not necessary had they been aware of the situation. We never charge an earlier checking fee past 6am. We would like to be able to contact you so that we can also offer you a discount on your next stay with us as well as the refund we have already issued you. Again we sincerely apologize for what happened and we have taken the appropriate measures to make sure it will not happen again.

I was a customer of this hotel and they charged me $100 extra stating I destroyed the room. The room was not destroyed when I departed. A couple of months ago I stayed over at this hotel and a week later I checked my bank statement to find they charged me $100. I called the same day and asked for the manager but he was not available. I spoke to a clerk who refused to share his name and asked why I was charged the $100 and he said I destroyed the room. I said that I was not in the room long enough to have done any damage and he said that he went to the room and the room smelled of cigarettes. I am not a smoker as I suffer from severe asthma and wouldn't even be able to stay in a smoke infested room. The clerk would not even provide me any additional information about the findings of the room, just stated the room was destroyed. I explained that I did not even stay in the room for long as I was out and about but he insisted that I destroyed the room. I asked the clerk to give my information to the manager to return my call and I never heard from either person. I stopped by the facility and tried to speak with someone in charge and was met with resistance and I decided to contact their corporation to no response. This is my last resort. I was over charged for a fee that I did not deserve as the room as not destroyed. The bed was unmade and the shower was used along with towels and washcloths other than that there was nothing else wrong with the room upon my departure.Desired SettlementPlease refund my $100 in the form of a check as I cancelled the credit card I used in fear they would continue to charge erroneous fees. I would also appreciate an apology from the manager and the clerk for the way they refused to speak to me (the manager) and the way I was spoken to (the clerk).Business Response Contact Name and Title: [redacted] Asst. GMContact Phone:[redacted]Contact Email: [redacted]mWe charged Mrs. [redacted] a $100 dollar smoking fee for smoking in the hotel room. We have three employee witnesses who all strongly agreed that the room had been heavily smoked in. The employees were the head of house keeping, the front desk, and I the manager. We always get multiple employee eyewitnesses for situations like this to co-witness such problems. We never claimed she damaged the room other than by cigarette smoke, and our policy that all guests sign upon check in clearly states they can be charged up to $250 dollars for smoking in the room. I did speak with Mrs.[redacted] on the phone about the issue and told her how we had multiple employee witnesses to confirm the room was smoked in and that smoking charges are non-refundable. we have no records of the guest ever attempting to return to the hotel and speak to a manager directly about the issue. Mrs.[redacted] definitely smoked in the room, and this is a non-refundable charge because she broke our hotel policy.