Stratford Inn

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Sorry for the delay in getting back to you We had trouble finding the information The guest actually stayed in room [redacted] not *** Our policy is to investigate any customer complaints at the time If we find we were indeed, at fault, we would issue a refund Sometimes it does take a while, especially in a severe situation as this I apologize if that was not explained to the guest Our front desk agent did not follow protocol and therefore has been reprimanded We will offer a full refund

Sorry for the delay in getting back to you.  We had trouble finding the information.  The guest actually stayed in room [redacted] not [redacted].  Our policy is to investigate any customer complaints at the time.  If we find we were indeed, at fault, we would issue a refund.  Sometimes...

it does take a while, especially in a severe situation as this.  I apologize if that was not explained to the guest.  Our front desk agent did not follow protocol and therefore has been reprimanded.  We will offer a full refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

First of all, we do not have coupons.  Never have.  We are an independent hotel, not a chain, and do not offer coupons of any kind.  Second, She was originally checked into a non smoking room.  She called down, complaining of noise, so we moved her to another non smoking room....

 After she was initially moved, our housekeeper went into her original room and it smelled like smoke.  At that time, we contacted her to let her know that she was smoking in the non smoking room and that we were going to not only keep her deposit but she can move to a smoking room at no additional charge. After she was moved to a smoking room, our housekeeper went into the 2nd non smoking room and she was smoking in there as well.  Both rooms have non smoking signs on the door.  She said that she did not pay the deposit but that the person who did is going to be upset that she lost the deposit and that he would not get it back.  If she was a non smoker, as she claims, why did she agree to move to a smoking room? Therefore she will not be getting the deposit back.  We not only had to carpet clean those non smoking rooms but we had to spray the mattresses, and completely clean those rooms to make sure there were no lingering smoke or smoke smell.  We have guests who check in that request non smoking rooms and other guests in the non smoking part of our hotel expect it to be and remain non smoking.