Sleep Inn

I refunded full amount back to her card.[redacted]

This guest stained a washcloth with lipstick and a pillowcase with grease from pizza. Our laundry lady made several attempts to remove these stains to no avail. Therefore, as stated clearly on the registration card this guest signed at check in, she was charged for damage to hotel property and the...

items were thrown away since we could no longer us them.

I am rejecting this response because:

Dear [redacted],When guest tried to call us, we couldn't understand her because of bad connection. We weren't trying to be rude, we just couldn't understand because of the connection issue. Also 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

Dear [redacted],My name is Mike, and I've been the one handling this account.When I saw [redacted]'s complaint, I reached out to her by phone to apologize, and resolve the situation the best that I could. We came to an agreement that 30% off her stay for one of her rooms which added up to $90 will...

be credit back to her account. The room type was a Non Smoking Double Bed which we agreed upon.The next day the guest called back stating that $90 was charged to her account, and not credited. I had it corrected immediately. A few days later the guest called back saying that other charges were made from us which was over $500, and now her bank account was over drafted.I called her bank immediately after we hung up the phone. The bank told me that the only charges they see from us were the total amount from her stay, and that was it, I asked the bank if they saw the $90 refund, and they said no, they haven't received it yet. It can take up to 10 business days. I did look at the credit card reports, to see the status of the refund. It said it was completed which could be less than 10 business days.After I hung up from the bank, I called the guest, and explained to her what the bank saw. She insisted that the charges were there on her account, I suggested to her that if she calls the bank, we can 3 way the conversation, so we can take care of this situation as soon as possible. She said she was on the bus, and once she gets off, she would call me back which she never did. By now, I would assume that the $90 refund was credited back to her account.If any question, please feel free to contact me.Sincerely,Mike E.

By law we are not required to have an elevator unless we are a three story building and we are only a two story building. We also can not guarantee first floor accommodations unless the guest specifically calls and asks for a first floor room as all of our reservations are based on first come, first...

serve availability. If we don't have one available at the time of check in there isn't anything we can do.
The screen shot attached also shows that this guest did not check out immediately but stayed for two days. Also, we did not find any bad smell in their room and the A/C unit in brand new and works perfectly. The owner as stated there will be no refund.

See attachment.I did issue the refund of $75.00 back to [redacted] credit card.GM of Sleep Inn

[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]

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 urine. After this family had been in their room for less than 24 hours I started receiving...

complaints about a horrible stench emanating from the area around their room and into the entire back hallway where they were. I went down to check it out, and it was a overpowering stench of urine, feces and smoke and it was indeed coming from their room. I had to move all the guest in that area to the front half of the hotel and upstairs because of this. We also had complaints about their odor from several guests in our breakfast room each morning. I have attached all the pictures of their room including the cigarette butt in the window. These pictures were taken while the guests were still in house. Their 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,2015 to April 16th,2015 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 in. It clearly states that if a guest smokes in any of our rooms we will charge them up to $350. 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

Attached.

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

[redacted] have stayed with us before and always got a clean room before check in time.  She always came in before lunch on a coupon rate (which is our lowest rate)!
 
That day when she came in the morning. We had a house full previous night. One floor down due to renovation. Short...

handed on housekeeping. She was told that morning we did not have anything available til later on the day.
I was in a meeting in our lobby and Ms. [redacted] came back, interepted my meeting and give me her cell number to call her back if a room came up available. I said okay and she left.
 
She came back later on the day. Front desk checked her in a room that was not cleaned YET. Myself and the other manager were working with the housekeeper that day to get those rooms cleaned as quickly as we could. She came down to where I was working and she told me the room she was given was dirty.  I told her I am working in this room as soon as we get done in here u can have this room.  Well Ms. [redacted] said the room next door looked clean.  Well it wasn't cleaned only beds were made and the bathroom was not cleaned yet, she was told that.
 
As the other manager was going downstairs, Ms. [redacted] son came out of the room yelling they were given a dirty room and what kind of a service we were providing and he is stating I took pictures and on and on.....by than, I hear this yelling so I stop my work and go down the hall to tell him to keep his voice down and we take care of it.  Well he did not want to hear me and but use his fowl mouth with me.  F[redacted] this and F[redacted] that. 
I had enough so I told front desk to give Ms. [redacted] her money back and put her on DO NOT RENT LIST.
That was the end of it.
 
Also for reference, Ms. [redacted] have made messes in our new rooms.  She doesn't always leave them a good condition.
And I contacted a another hotel where Ms. [redacted] have stayed before and spoke with the manager to find out why Ms. [redacted] was banned from staying there.  They did not want to discuss it and it there was no comment.

[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 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 room. These 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 provided. I 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 off. I 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 assumptions. The hotel staff even witnessed me leaving the hotel multiple times to smoke, my stay lasted less than 12 hours, most of which was spent sleeping. I 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 room. I 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 guests. I am attaching the video evidence that was provided to me as well as a picture of what ashes from a burning cigarette look like. If 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 it. The 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 sense. You can also see in the video they focus on the trash that was put on the table more than anything. I hope we can resolve this matter soon.Best Regards,
[redacted]

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 present. In this instance, smoke was smelled in the guest room. The Manager On Duty inspected the guests room on February 10 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

Initial Business Response /* (1000, 5, 2016/06/24) */
Allow me to apologize on behalf of our hotel for failing to meet your expectations regarding your credit card refund. However the amount of your charge was refunded on your credit card as of 5/23/16. Sometimes it does take time to appear on...

your statement. Thank you for bringing it to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They said it was refunded as of 5/23. It showed up on my credit card FINALLY on 6/20. How an error like this could happen in the first place is beyond me. But that it should take so long to be corrected is inexcusable. OK, I have my money. I will pursue it no longer. But this speaks very poorly for the administration of this hotel.

SLEEP INN AIRPORT 2300 INTERNATIONAL SE ALBUQUERQUE, NM 87106 TELEPHONE: ###-###-#### APRIL 02, 2016 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 STAY. WE ARE PLEASED TO INFORM THAT ALL THE WORK WAS ASSIGNED TO OUR MAINTENANCE. WHEN WE CHECKED IN [redacted] WE TOOK A VISA CREDIT CARD ENDING IN [redacted] THAT WAS PRE-AUTHORIZED IN THE AMOUNT OF $70.47. THIS GUEST WAS CHECKED OUT WITH NO CHARGE TO THEIR FOLIO OF THE ROOM. CHECKING THE CREDIT SYSTEM AND IT WAS THIS AMOUNT PENDING FOR AUTHORIZATION AND WAS RELEASED AS OF THE ABOVE DATE. PLEASE 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 HOTEL. WE WILL HONOR YOUR NEXT STAY WITH OUR VIP RATE OF $35.00 PLUS TAX. SINCERELY, MIKE P[redacted]

This guest ruined several of our towels as well as had drugs in her room with a small female child and several men. This required us to call the police and have the come out and remove the drugs from the room as well and file a police report. When all guests check in they sign a registration card...

that clearly states that they agree to be charged up to $350 for any damages done to the room or the contents of the room, Therefore she will not be receiving her deposit back. 
-Pictures attached
 
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not surprised reading the response from [redacted]. The response is full of self-serving lies from start to end. Not one sentence in that response covers the truth. Not even that he offered me $20 discount. Yes, he did offered me $5 discount that I did not accepted. All this was not about money. This was about his uncontrolled angry attitude, his supremacy over foreign people with accent. But that was not enough for [redacted] as he painted me in his response as I am the one who provoked him and his team with unacceptable, unrealistic and demanding behavior. To bring over his police friends in order to remove us from his "Kingdom", that is specially embarrassing and painfully mortifying.  
Regards,
[redacted]

Review: I checked in to the Sleep Inn Hotel on 12/07/2014 and made a partial cash payment / partial debit payment because I did not have enough funds in my account or cash in my pocket to pay for the weekly rate of $452.48. On 12/12/2014 the hotel withheld $62.84 from my account for incidentals. I was o.k. with that. But on 12/14/2014 I did not want to pay for any more incidentals on my card so I asked if I could check out of the hotel and check back in and pay CASH ONLY, and the lady working the desk told me that I could do that. So I went to my bank and drew out the cash and paid $452.48 cash. Come to find out she did not check me out and back in she extended my stay and more than double charged me.Not only did I pay $4.52.48 but also $515.92 was also charged to my card. I noticed this within a few hours and I was told that the hotel had made a mistake. I stated to the manager that I spoke with that the hotels mistake should not be at my inconvenience. I explained that it takes at least 10 business days from the time the hotel releases the funds back into my account for the money to reach my account and be available to me. The whole reason I paid cash is because I was told that was the only way NOT to have my card charged for incidentals. I had plans to go Christmas shopping with that money. I told the employees at the hotel that it is Christmas time and I have a family, and they offered no kind of compensation for the mistake that they admitted to making. Now I get paid from my job every two weeks. That was the last of my money until after Christmas. My family will not be getting Christmas this year. I am sad, upset and mad. The only thing that the hotel had to offer was an apology. An apology does not provide gifts to my loved ones.Desired Settlement: I would like to receive a settlement for my troubles.