Stage Coach Inn

Complaint: [redacted] I am rejecting this response because: Communication during checkin was unclear and neither of us heard a clear statement of the addition fees being charged nor had we seen any paperwork to support these claims The only time we became aware of this fact was during checkout time The bigger issue here was the disrespectful and hostile communication that happened at checkout timeWe were yelled at and called theives then warned to never return to this establishment, very strong undesirable and undeserving language was usedThis completely wrong communication style must be acknowledged and followed up There is a number of similar complaints related to poor communication skills have been noted in other feedbacks in social media like Tripadvisor, Yelp and ultimately now at Revdex.com site I have not found a simple shred of apologetic communication in this response which is why I do not accept it I trully hope that owners of this establishment take this compliant into serious consideration and take appropriate corrective actions Sincerely, [redacted]

Guest was informed of upgrade charge by the Desk Agent during an unusual chewhere, while waiting to be served, the guest over-heard a conversation between the Desk Agent and another customer checki(who had reserved a larger room with Queen beds but, desired a King bed because he was very tall) and they offered to "switch" rooms with him (they had reserved a smaller room with one King bed for two adults)The Desk Agent contacted me via phone to confirm if this could be done, and requested instructions on how to make the changes to the reservationsI instructed the Desk Agent how to modify the reservations and informed him that a additional fee for the upgrade to the larger room would applyHe repeated my instructions in front of both guests while I was on the phone with him Upon check-out, this guest chose to dispute this conversation ever happened - even though I was aware of the conversation with the guest when I was on the phone with the Desk Agent during the check-inIn an apparent case of "no good deed going unpunished", this guest refused to acknowledge the additional fee and the extra effort the Desk Agent demonstrated to accommodate them - with a larger room and two beds instead of the smaller room with one bed that was reserved - and claimed that they were never informed of or agreed to the additional fee for the larger room and refused to accept the charges Ultimately, I agreed to remove the charges but not without making it clear that the guest was never allowed to come back to this Hotel [redacted] General Manager

Complaint: [redacted]I am rejecting this response because:
Communication during checkin was unclear and neither of us heard a clear statement of the addition fees being charged nor had we seen any paperwork to support these claims.
The only time we became aware of this fact was during checkout time.
The bigger issue here was the disrespectful and hostile communication that happened at checkout time. We were yelled at and called theives then warned to never return to this establishment, very strong undesirable and undeserving language was used. This completely wrong communication style must be acknowledged and followed up.
There is a number of similar complaints related to poor communication skills have been noted in other feedbacks in social media like Tripadvisor, Yelp and ultimately now at Revdex.com site.
I have not found a simple shred of apologetic communication in this response which is why I do not accept it.
I trully hope that owners of this establishment take this compliant into serious consideration and take appropriate corrective actions.
Sincerely,[redacted]

Guest was informed of upgrade charge by the Desk Agent during an unusual check-in where, while waiting to be served, the guest over-heard a conversation between the Desk Agent and another customer checking-in (who had reserved a larger room with 2 Queen beds but, desired a King bed because...

he was very tall) and they offered to "switch" rooms with him (they had reserved a smaller room with one King bed for two adults). The Desk Agent contacted me via phone to confirm if this could be done, and requested instructions on how to make the changes to the reservations. I instructed the Desk Agent how to modify the reservations and informed him that a additional fee for the upgrade to the larger room would apply. He repeated my instructions in front of both guests while I was on the phone with him.  
Upon check-out, this guest chose to dispute this conversation ever happened - even though I was aware of the conversation with the guest when I was on the phone with the Desk Agent during the check-in. In an apparent case of "no good deed going unpunished", this guest refused to acknowledge the additional fee and the extra effort the Desk Agent demonstrated to accommodate them - with a larger room and two beds instead of the smaller room with one bed that was reserved - and claimed that they were never informed of or agreed to the additional fee for the larger room and refused to accept the charges.
Ultimately, I agreed to remove the charges but not without making it clear that the guest was never allowed to come back to this Hotel.
 
[redacted]
General Manager