Sleep Inn

When an issue arises with a guest that has smoked in their room, the housekeeper assigned to the room will immediately notify management if the smell of smoke is strongly presentIn this instance, smoke was smelled in the guest roomThe Manager On Duty inspected the guests room on February and his findings were that the room did in fact carry an odor of smoke in additionto the debris that was left behind by the guest.Regards,Sleep Inn Center City

Dear [redacted] ,When guest tried to call us, we couldn't understand her because of bad connectionWe weren't trying to be rude, we just couldn't understand because of the connection issueAlso when she made the reservation, she wasn't even charged for her reservation even though she agreed to the terms of a non-cancelable reservation.We did cancel the reservation at no charge which we have documents of her reservation that will be sent over with this letter.Sincerely, Sleep Inn & Suites

Taken via phone: Company will be sending the initialed receipt where the consumer agreed to the price he was charged

I am writing in reference to a complaint we received from you with the ID # [redacted] When I checked this family in, there was an awful smell coming from them of what seemed to be cigarettes and urineAfter this family had been in their room for less than hours I started receiving complaints about a horrible stench emanating from the area around their room and into the entire back hallway where they wereI went down to check it out, and it was a overpowering stench of urine, feces and smoke and it was indeed coming from their roomI had to move all the guest in that area to the front half of the hotel and upstairs because of thisWe also had complaints about their odor from several guests in our breakfast room each morningI have attached all the pictures of their room including the cigarette butt in the windowThese pictures were taken while the guests were still in houseTheir room was so bad that one, my housekeepers were going to call Child Protective Services, and two, it was out of order from the day they checked out on April 2nd,to April 16th,because they had ruined the mattress with urine and feces so we had to buy a new mattress and could not get rid of the odor in the room.Here is a copy of the registration card all guests sign at check inIt clearly states that if a guest smokes in any of our rooms we will charge them up to $As you can see this is [redacted] registration card where she signed it agreeing to those terms Kind Regards, [redacted] General ManagerRodeway Inn Boise Airport

See attachment.I did issue the refund of $back to [redacted] credit card.GM of Sleep Inn

SLEEP INN AIRPORT INTERNATIONAL SE ALBUQUERQUE, NM TELEPHONE: ###-###-#### APRIL 02, TO WHOM IT MAY CONCERN; WE HAVE RECEIVED THIS LETTER WITH AN ISSUE THAT HAPPENED WITH DURING [redacted] VISIT TO OUR HOTEL, WE ARE APOLOGIZING FOR ANY INCONVENIENCE YOU MAY HAVE GONE THROUGH DURING YOUR STAYWE ARE PLEASED TO INFORM THAT ALL THE WORK WAS ASSIGNED TO OUR MAINTENANCEWHEN WE CHECKED IN [redacted] WE TOOK A VISA CREDIT CARD ENDING IN [redacted] THAT WAS PRE-AUTHORIZED IN THE AMOUNT OF $THIS GUEST WAS CHECKED OUT WITH NO CHARGE TO THEIR FOLIO OF THE ROOMCHECKING THE CREDIT SYSTEM AND IT WAS THIS AMOUNT PENDING FOR AUTHORIZATION AND WAS RELEASED AS OF THE ABOVE DATEPLEASE VIEW THE ATTACHED STATEMENT THAT WILL SHOW THAT AS WELL AGAIN WE LIKE TO APOLOGIZE FOR THISINCONVENIENCE AND RESPECTFULLY REQUESTING THE OPPORTUNITY TO HAVE YOUR PRESENCE VISITING OUR HOTELWE WILL HONOR YOUR NEXT STAY WITH OUR VIP RATE OF $PLUS TAXSINCERELY, MIKE P***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: This business is assuming that smoking was going on in their room just because they found empty cigarillo packets in the trash can and also, what was referred as, "smoking debris" on the front table in the roomThese debris were caused from leaving half finished smoking products on the table and does not resemble ash that is released from a burning cigarette but debris that come off of an unlit/unfinished cigarette/cigarillo This is clear even in the low quality video I was providedI was surprised to see that this was all that they based their claims off of and that, despite the accusations of smoking in the room, the smoking alarm in the room never went offI did sign my name and initials to agree not to smoke in the room and upheld my side of that agreement so I do not understand why I am being billed based upon mere assumptionsThe hotel staff even witnessed me leaving the hotel multiple times to smoke, my stay lasted less than hours, most of which was spent sleepingI had absolutely no reason to smoke in the room and I 100% guarantee that that did not happen and I also disagree with trash and debris being used as a 100% guilty verdict and with it being used as credible evidence of smoking in the roomI understand that this hotel has a no smoking policy but there is a fine line between enforcing your policy and stealing money from your innocent guestsI am attaching the video evidence that was provided to me as well as a picture of what ashes from a burning cigarette look likeIf you see in the video the top bits on the table are brown like tobacco, the rest of the little specks are bits of debris, if it were ash from a cigarette it would have been more grouped together and there would have been a lot more to itThe amount of specks in the video would be equal to ashing one time and spreading it around in little bits very carefully as all the specks are solid and not broken up like ashes, which obviously just doesn't make any senseYou can also see in the video they focus on the trash that was put on the table more than anythingI hope we can resolve this matter soon.Best Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because I have been a loyal customer to Choice Hotels since 2010. The inconvenience that was caused by Sleep inn forced my account to be overdrawn for 4 days. This action did not allow me to financial provide for my 3 children which resulted in borrowing money from others in order to provide food for my family. I believe Sleep inn should refund half of the almost $700 I paid for the inconvenience they caused. Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I know this is a bunch of he said she said stuff, and it will not be resolved, no matter what the cause!! So we should just close this out and forget this ever happened
Regards,
*** ***

Dear *** ***,Complaint Number: ***I do apologize about any inconveniences that the guest had during their stayUnfortunately we've done the best that we could do to accommodate the guestWe both agreed that $would be credited back to the guests account.Sincerely,Michael E.Sleep Inn & Suites

Complaint: ***
I am rejecting this response because: In no was did I attempt to "force" them into "violating policy" by adding another nightThey offered to reset the reservation but most likely not within the concurrent dates needed As to rudeness, I was possibly abrupt, and they were totally in the wrong and uncooperative They did not inform me about a change in the nightly charge I did NOT insist on a second night
Sincerely,
*** ***

?? Whom this may concern:Here at the Sleep Inn Center City Hotel, we have a 100% non-smoking policy which prohibits any guest that chooses to stay here from smoking in our roomsWe heavily enforce this policy here during our check in process, by first explaining this policy to every guest in
addition to having each guest sign and initial their registration card before distributing our key cardsWhen the guest checked out, housekeeping reported to our Manager on Duty (MOD) evidence of smoking in one of our roomsUpon further investigation, the evidence, which consisted of ashes, and various cigarette casings was enough evidence needed to post a charge to the guestfolio in the amount of $The guest had spoken to a total of supervisors regarding this matter as well as the General Manager once hie came back from vacationThe same information regarding our policy was explained to him yet againThe guest then requested to see the evidence which was provided and put onto our Facebook page for viewingWe stand firmly by our policy here with every guestOur building is new, and it is our duty to protect it from smoke damage, as well ensure that our rooms are în fact smoke free for the next guest occupying our rooms

Initial Business Response /* (1000, 10, 2015/07/27) */
Below is a copy of response sent to Mr***:
Hello Mr***,
Im following up with you about your experience at the Sleep Inn located in Greenwood, CO in response to a complaint that was filed with the Revdex.comThank you for taking the time
out of your day and giving me the opportunity to help you
I previously forwarded your concerns to the hotel management so I wanted to follow up with you to be sure their response was to your satisfaction and your expectations have been metAt Choice Hotels we are on a mission to provide exceptional service to every person that rests their head in one of our bedsWe always strive to do better, and your communication *** help us maintain a higher standard of quality controlWe hope that we can continue to be your Choice in the future
Its been a privilege working with youIf you should need any further assistance, Ill be waiting with a smile and am just a phone call (or email) awayYou can reach me at (XXX) XXXor ***@choicehotels.com
We look forward to having you back!
Take Care,
Gary Donahower
Coordinator, Executive Customer Relations
Reputation Management
tel
fax
***@choicehotels.com
E Mayo Boulevard
Phoenix, AZ XXXXX
ChoiceHotels.com
cc: COXXX XXXXXXX
Initial Consumer Rebuttal /* (3000, 12, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not agreed to refund me for the overcharge ($66.15), and instead have started to falsely claim, probably in an attempt to mitigate their own outlandish behavior, that I had made "discriminatory" remarks to the hotel staff and that MY behavior was "unacceptable and *** not be tolerated."
I did NOT make any such comment to the staff, the manager MISINTERPRETED a comment that I did make to be discriminatoryAnd yet inexplicably they allowed me to stay at their hotel for a full WEEK after I allegedly made an "unacceptable," "discriminatory" remark that "*** not be tolerated." HmmmSounds like an attempt to smear me because I dared to stand up for myself and dared to hold the manager accountable for failing to honor his word
Final Business Response /* (4000, 18, 2015/08/26) */
Dear Mr***,
In response to your comments we sincerely apologize you feel that our management staff mistreated you during your stay
However, during the check in process you were extremely confrontational with the front desk agent when asked to simply agree to our policies regarding pet, non smoking and also initialing the agreed upon rate
When asked multiple times to sign the registration card your response was to draw a line through the signature lineIt is our policy that each guest at check in recognizes our policies and agrees before checking in
In addition, the signature is imperative to protect our guests from identity theft from credit card fraud and also to protect our staff members knowing who our registered guests are
When the front desk agent alerted our manager that you refused to sign the registration card, the manager went to your room and told you that if you refused to sign the registration card you would be asked to leave
At that time you recognized and have pointed out on multiple occasions that our manager is of Indian descent which has absolutely no bearing on the fact that your behavior was unacceptableYou continued to insult our manager and that is ultimately why you were asked to leave
Lastly, the rate you were given was discussed during the check in process and at no time did the manager offer to lower your rateIn fact, you were already given a discounted rate of $when our Best Available Rate was starting at $Therefore, no refund *** be issued
I have copied Choice Hotels and forwarded them your earlier response to my initial reply to your first complaint
Kind Regards,
*** Jones
Director of Sales & Marketing
XXX-XXX-XXXX
Final Consumer Response /* (4200, 21, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear MsJones,
Why can't you simply admit that your hotel manager lost it and has some anger-management and customer-service issues, as evidenced by plenty of your other former guests in their online reviews? My experience at your hotel was not an isolated, one-time incident, unless you are asking people to believe that ALL of those other guests are fabricating their stories as you claim I am
Clearly, there is a pattern of behavior that your hotel management is exhibiting towards guests that is absolutely appallingDo you seriously continue to believe that a hotel manager's yelling at a guest literally at the top of his lungs qualifies as normal, "acceptable" behavior, especially for something as petty and ridiculous as not signing a registration card in the manner that he wanted?
Your response to my Revdex.com complaint is replete with lies, and I refuse to let them stand or allow you to slander me
Your first lie is that I was "extremely confrontational" with the front-desk agent during the cheprocessAs previously stated, I had had a very long, stressful day, was completely exhausted, and just wanted to go to bedI had already checked in to your hotel about twelve days prior to the incident, had already provided my identification and credit card at that time, had already agreed to your pet and non-smoking policies at least two, if not three, OTHER times, and had already signed at least two, if not three, OTHER registration cardsSo you already knew who I was and you already had processed my credit card without incident, there was no possible issue with identity theft or credit-card fraudSo why it was imperative for me to sign a third or fourth registration card, and do so right that second, seemed itic to meNevertheless, when the clerk asked me to do so, I said NOTHING, not one word, to anybody, scribbled my signature, and proceeded to the elevatorWhen asked to come back and apply my initials in the appropriate places as well, once again I said not ONE word to anybody, made not ONE provocative move or gesture, NOTHING, just acknowledged the terms and went to my roomSo for you to claim that I was confrontational, much less "extremely confrontational," with the front-desk agent, when I literally said NOTHING to her, is a bald-faced lieYOU were not there, I WAS
Your second lie is that I was "asked multiple times to sign the registration card" on the day of the incident and "refused to sign the registration card." I was asked to sign the registration card ONCE, not multiple times, which I did, and then asked once to acknowledge the other terms as well, which I didI did NOT refuse to sign the registration card, I just did not sign it exactly the way that your hotel manager wanted me to sign it, apparentlyHere's a news flash: it's no less valid! When your hotel manager came to my room in a mania and demanded that I sign the registration card for the fourth or fifth time, I never raised my voice to him, I calmly did exactly what he asked me to do without any aggression or resistance, and then he kicked me out anywayAgain, YOU were not there, I WAS
Your third lie is that "at no time did the manager offer to lower your rate." After staying at your hotel for the first four nights on my points, I obtained a quotation of $per night at your competitor's hotel and then asked your hotel manager what he would charge me for long-term staySince I intended to stay in the area at least six more weeks and as much as six more months, the nightly rate clearly was very importantYour hotel manager agreed to charge me $per night for the first three nights and $per night for every night thereafterIf he had NOT agreed to a rate any lower than $per night, as you FALSELY claim, I would have been out of there that moment because at $per night, plus tax, LESS at your competitor's hotel nearby, I could expect to save several hundred, if not several thousand, dollars over the course of my intended stay! I KNOW what he said, and I KNOW what I heardYOU were not there, I WAS
And your fourth, and most offensive, lie is that I "pointed out on multiple occasions that our manager is of Indian descent" and that I "continued to insult our manager," and "that is ultimately why you were asked to leave," FALSELY implying (1) that I mentioned your hotel manager's race or ethnicity during my stay at your hotel , (2) that I am a racist, and (3) that I had insulted your hotel manager based upon his race or ethnicity to his face, not just once but on a "continued" basisThis is in keeping with your claim on TripAdvisor(r) that I had made some "discriminative" (sic) comments to your hotel staffSo right here, right now, I demand that you SPECIFY for the first time EXACTLY what comment you claim that I made to ANYBODY while I was physically present on your hotel premises that was discriminatory or racially offensive towards ANYBODYPut up or shut up!
The fact is that at NO point before your hotel manager evicted me for no valid reason did I make mention of his race or ethnicity to ANYBODY, either verbally or in writing, either directly or indirectly, including to ANY guest, ANY member of your hotel staff, or ANY other person I encountered on your hotel premisesNor did I EVER insult your hotel manager personally in any manner whatsoever, much less based upon his race or ethnicityEven in the face of his unprovoked, unwarranted, and, in my lengthy experience, unprecedented verbal assault upon me on the day that he evicted me, I refused to lose my composure or my manners, I did exactly what he requested, and I did not raise my voice to him, curse at him, or insult him in ANY way whatsoever
AFTER being wrongfully evicted from your hotel and before I knew your hotel manager's name, I did note in my initial reviews online that the hotel manager I dealt with was Indian in order to alert any future potential guests to know which member of your hotel staff to try to avoidI did not want anybody reading my reviews to blame any other member of your hotel staff for the behavior of one bad apple
No Regards,
*** ***

Woman made her reservation on-line made an error Called our property after cancellation time had passedShe also tried to force us into violating policy by adding an extra night onto an existing prepaid reservationI offered to change her date ,but upon
attempting the changethe rate was different and she insisted it was for two nights She was rude and abusive, but the fault lies with her errorWe hold to our policy and the report on our practices is unfair

In response to Complaint # ***, this gentleman checked into the hotel and stated that his bathroom fan did not work, Front desk apologized and explained that the maintenance person was working on another project and he could be to the room with in the hour to look at the fan, the guest
became upset and said that he wanted to go to dinner, front desk explained that he could leave for dinner and maintenance would look at the fan once the task that he was currently involved in was completed. Guest became upset and refused stated he didn't want us in his room if he wasn't there, front desk apologized and stated again that maintenance is working on another project but would be down ASAP. Guest called minutes later, said he needs to go to the restroom but wouldn't go without the fan being operational, front desk offered to move the guest, he declined, front desk offered for guest to use public restroom if he didn't want to move, he declined and began using profanities and hung up. Guest went to the desk minutes later and stated that he needed to use the restroom, front desk offered to move the guest, he declined, front desk offered for guest to use public restroom if he didn't want to move, he declined, front desk offered for guest to use public restroom if he didn't want to move and began using profanities. At that time, I walked in and explained to the guest that we could move him rooms if he wanted, he demanded a discount, I then offered him a $discount, he said that wasn't enough discount and started using profanities again, I asked him to please stop using profanities and he replied "F* YOU!". At that time, I refunded his card for his stay and asked him to leave the hotel, he refused, and I stated that if he did not leave we would have no choice other than to call the police. Approximately minutes later, his wife brought the keys down and asked for a receipt showing the refund, I provided the receipt and she apologized for her husband's actions. My staff and I tried everything possible to accommodate this guest, he would not stop using profanities and was given a refund and asked him to leave. --*** ***General ManagerSleep Inn Nampa

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending
it.]
Revdex.com:
I have reviewed the response made by the business in reference to *** ** *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.The almost full refund was made to my credit card in the amount of $instead of $The refund was not visible in my account at the time of my last responseThis is in addition to the initial $refundThank you
Regards,
*** ***

Matter has been resolved per a call to the Revdex.com from the complainant

Attached

Mr. *** ***: Unfortunately, Mr *** did not completely check out at the front desk and also left the do not disturb sign in the room door. The hotel was unaware that he had left. But, the manager did refund the guest Mr *** processing was not immediate and had to be approved. -...

A.G.M.

The registration card states " You will be charged $350 or more for smoking of any kind in a room and/or damages to hotel property" Hotel property includes our linens and towels being as they are our property. Also, again, the guest staining out property in not normal wear and tear. Normal wear and tear would consist of holes being worn into the towels or linen. This guest stained the items with pizza grease and make-up. We provide make up removers in all rooms to stop that from happening because those kind of stains do not come out. I did try to get out the pizza grease right in front of this guest and so did our laundry lady and neither of the stains came out so the items were discarded. This guest will not be getting a refund of any kind. She signed the registration agreeing to pay for any damages.