Suburban Extended Stay

Hello! I am responding to a complaint recently made regarding a guest stay at a different HotelComplaint ID # [redacted] Unfortunately, since the guests did not stay here at Suburban Extended Stay, and they did not pay us, we cannot issue any refundsThey will have to contact [redacted] , Where they actually stayed and paid,to try to resolve the room issuesWe do apologize for any inconveinences that may have been caused due to our plumbing issues and having to find another hotel forthem to stay atHowever, we did ask the guest before relocating them and they agreed to do soThank You, [redacted] FDM/GM

From: Clint S [redacted] [mailto: [redacted] ] Sent: Monday, August 24, 9:AM To: Johana Diaz Subject: ID [redacted] Importance: High ? [redacted] was seen in our office for an eye exam.? Her uncle brought her in for the appointment.? When she filled out her paperwork, she put her mother as the account responsible.? We were provided insurance information through her father and the secondary insurance through her mother, Artelia Thomas.? Both insurance companies did not pay on the claim.? We reduced the amount owed to our Self pay rate.? Ms [redacted] was seen in our office for a service that we provided.? We would like to be paid for those services.? ? Thanks Clint S [redacted] ? ClintS [redacted] Office Manager [redacted] 336-765- ?

Initial Business Response /* (1000, 6, 2016/08/29) */
Mr*** checked into our Hotel and stayed nightsDuring his night stay he had no complaints to report to the front desk staffUpon his departure he went back to FloridaTwo days after his departure he contacted me and said that during
his stay he was bitten by bed bugsI informed him that we would perform an inspection of the room and that I would get back with him with my findingsI reached back out to Mr*** and informed him that we had inspected the room that he had rented and there was no sign of bed bugsWe also disassembled the bed and removed the headboard and there was no evidence of bed bugsWe also checked for fleas, ants and spiders and none were presentMr*** proceeded to explain to me that he was a Banker and that he would begin filing poor reviews of our hotel and blogging about his experienceI explained to Mr*** that I would make an adjustment for the inconvenienceAfter much consideration I decided to reimburse him for multiple nightsHe explained to me that he wanted a full refund and I explained to him that if he had experienced bites on the first night we could have moved him to a different roomI also explained to him that if he had bed bugs, why would he stay in an infested room for nights and say nothing about it until days after departingI gave him an adjustment for multiple nights and I feel hat we offered a reasonable and fair adjustmentWe have already considered this case closed as we are not offering any future compensation
Kindest regards,
Cid Y**
General Manager
Suburban Extended Stay Hotel
***
Greensboro, NC
***

*** *** was a guest at our hotel; the Suburban Extended Stay HotelShe originally checked in on December 28, and her final check out date was April 3, 2017. Beginning of March 2017, we had some plumbing/drain issues near the room that Ms*** occupiedThe water was turned off
for no more than to minutesThe plumbing issue we had at the time was very severe and action had to be taken immediately. We had drain issues, not issues with water not being hot or brown water. During that time ALL our guests were affected, not just Ms***The other guests had no problems with the water once it was restored. They had no problem with water not being hot, nor did they complain of brown water. Once the water is restored; naturally the water must run a bit to assure the water is back to itsnatural stateWe did advise our guests to do so just in case they experienced any issues, they did not. Once the plumbing issue was solved, all rooms were back to normalGuest were able to shower/bathe as normal. According to the complaints made by Ms*** she was very unhappy, but continued to stay over and over and over againAs far as the "tissue" be it toilet paper or regular Kleenex tissue; we have those things fully stocked at the front desk. As far as our guests that need the number to our central office, is taped to our front desk counterBy no means would any staff give a guest a free sex hotline number as mention in her complaintThis is just ridiculous! The staff here was nothing but nice and pleasant with Ms***We did everything we could to make sure her stay was pleasant, and we kept her rate low as well. Things happen, and we do realize that it may cause slight inconvenience, but we had major plumbing issues, that we couldn't help, and like I said all our guests were affected while the water was off, and everything doesn't warrant a discount or a refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First, this response was made by *** ***We never reserved, confirmed, or stayed at *** ***However in the text of the response, she mentions Suburban Extended StayWe reserved, and confirmed our rooms at Suburban Extended StayYes, we ended up paying *** *** because Suburban Extended Stay moved us to that propertyAs I mentioned in my initial complaint, we were driving from California to Arizona and Suburban Extended Stay called and TOLD us we were moved to the *** *** because they oversold the Suburban Extended Stay!There was never a mention of plumbing issues, and they certainly didn't ask! They gave us the name and address of the hotel they moved us to! A refund/reimbursement of $is the settlement I am seeking on behalf of our party of four. And, I did also file a complaint (#***) through Revdex.com against the *** ***To date I have heard nothing from them
Regards,
*** ***

From: Clint S*** [mailto:***] Sent: Monday, August 24, 9:AM To: Johana Diaz Subject: ID *** Importance: High *** *** was seen in our office for an eye exam. Her uncle brought her in for the appointment. When she
filled out her paperwork, she put her mother as the account responsible. We were provided insurance information through her father and the secondary insurance through her mother, Artelia Thomas. Both insurance companies did not pay on the claim. We reduced the amount owed to our Self pay rate. Ms*** was seen in our office for a service that we provided. We would like to be paid for those services. Thanks Clint S*** ClintS*** Office Manager *** 336-765-

From: Clint S[redacted] [mailto:[redacted]] Sent: Monday, August 24, 9:AM To: Johana Diaz Subject: ID [redacted] Importance: High ? [redacted] was seen in our office for an eye exam.? Her uncle brought her in for the appointment.? When she
filled out her paperwork, she put her mother as the account responsible.? We were provided insurance information through her father and the secondary insurance through her mother, Artelia Thomas.? Both insurance companies did not pay on the claim.? We reduced the amount owed to our Self pay rate.? Ms[redacted] was seen in our office for a service that we provided.? We would like to be paid for those services.? ? Thanks Clint S[redacted] ? ClintS[redacted] Office Manager [redacted] 336-765- ?

Hello! I am responding to a complaint recently made regarding a guest stay at a different Hotel. Complaint ID # [redacted]. Unfortunately, since the guests did not stay here at Suburban Extended Stay, and they did not pay us, we cannot issue any refunds. They will have to contact [redacted], Where...

they actually stayed and paid,to try to resolve the room issues. We do apologize for any inconveinences that may have been caused due to our plumbing issues and having to find another hotel forthem to stay at. However, we did ask the guest before relocating them and they agreed to do so. Thank You,[redacted]FDM/GM

Revdex.com:
At this time, I have not been contacted by Suburban Extended Stay regarding complaint ID 11512951.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First, this response was made by [redacted]. We never reserved, confirmed, or stayed at [redacted]. However in the text of the response, she mentions Suburban Extended Stay. We reserved, and confirmed our rooms at Suburban Extended Stay. Yes, we ended up paying [redacted] because Suburban Extended Stay moved us to that property. As I mentioned in my initial complaint, we were driving from California to Arizona and Suburban Extended Stay called and TOLD us we were moved to the [redacted] because they oversold the Suburban Extended Stay!There was never a mention of plumbing issues, and they certainly didn't ask! They gave us the name and address of the hotel they moved us to!  A refund/reimbursement of $1900 is the settlement I am seeking on behalf of our party of four. And, I did also file a complaint (#[redacted]) through Revdex.com against the [redacted]. To date I have heard nothing from them.

Regards,

Hello! I am responding to a complaint recently made regarding a guest stay at a different Hotel. Complaint ID # [redacted]. Unfortunately, since the guests did not stay here at Suburban Extended Stay, and they did not pay us, we cannot issue any refunds. They will have to contact [redacted], Where...

they actually stayed and paid,to try to resolve the room issues. We do apologize for any inconveinences that may have been caused due to our plumbing issues and having to find another hotel forthem to stay at. However, we did ask the guest before relocating them and they agreed to do so. Thank You,[redacted]FDM/GM

Ants everywhere and in our food (cereal, pancake mix, sugar that was unopened). Also found either a small roach or a bed bug. Called the front desk and she said she could either send maintenance to my room or we could switch to a different room. All maintenance did was give me roach and ant killer spray. He said the hotel has a very bad ant problem. So why would the lady at the front desk recommend we switch rooms if there are ants everywhere? Since we left almost 2 weeks ago after being fed up the the bugs, we left our information and the manager has yet to call us back. We have called 4 times and no one has called us back as of today. Also, was wanting to write a review on their actual website, but our confirmation number is incorrect. We called the hotel to ask what our confirmation number is, and she told us what was on our receipt. Said she couldn't do anything else for us.Product_Or_Service: HotelDesired SettlementWe want either a full refund for the issues we have had or at least a well deserved discount for having to stay in such a filthy place.

Review: The hotel clerk would not allow me to stay at this place without affording him my drivers license, despite the fact that [redacted] has accepted, processed, and confirmed my complete payment and room reservation. It did not mention anywhere on the [redacted] that valid state ID is required to complete my reservation. He would not accept any other form of valid picture ID because he said it was policy. I asked to view a copy of the policy, but he could not provide a copy.After I had given him my ID he made a photocopy of it. I asked what became of that photocopy upon my departure and he could not tell me or even assure me that the copy of my ID would be shredded or securely managed. He had me sign a document indicating that I was agreeing to the hotel stay with a BLANK rate. Yes, the RATE was left BLANK. He said he could not fill in the rate because I paid through [redacted] and he did not have information as to the amount I paid on [redacted]. I pulled up my [redacted] account on my phone and the confirmation email and showed him the rate I paid, yet he still refused to put it on the paper. So I wrote it on the paper myself. However- he absolutely refused to give me a copy of the paper once I signed it! I asked him at least 5 times or more for a copy, he said it was "against policy". He also could not provide a copy of this policy. I then asked for a manager, he said none were available and, of course, he had no way of contacting one.

Product_Or_Service: 1-night hotel room stayDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want a copy of the document I signed, as well as copies of policies stated above.

Review: I called an made a reservation and spoke with [redacted]. She reserved my room with no problem and explained the terms and conditions of the extended stay hotel. When I got to the hotel I wasn't greeted and I was told by [redacted] that there were no rooms available even after I was told by [redacted] the day prior that I had a reservation made. After calling [redacted] back and telling her what [redacted] had stated, she told me she would check into it and call me back. I later received a phone call from [redacted] letting me know that everything was set for the reservation and I shouldn't have any problems with paying for the room since I had arrived about an hour before check in. I went back to the hotel again and still wasn't greeted and asked [redacted] about my reservation. She begin telling me again that no rooms were available and that no reservation was made for my me. So I called [redacted] back again and she reassured me that indeed she had already made a reservation for me. While I had [redacted] on speaker phone so that [redacted] could hear the information for herself, after that was done. Some how my reservation was found and the room became available. I was also told by [redacted] that I could pay on my room as often as I wanted as long as the weekly rate was satisfied by that friday. I came back from work on Friday only to find out that I couldn't get into my room this was around 2pm, I was told that I didn't have access because my room was not paid for by 12pm. When I checked in [redacted] nor [redacted] told me that the payment needed to be in by 12pm and I didn't get paid until after 5pm. So I asked if I could pay half now and the other half after 5pm. I was told that was find and I was given a key to my room. Later that day when I came back with the remainder of the money and paid with no problem. The next day I left for work and when I returned I again was locked out of my room even after I made the payment. I returned to the front desk to ask why I didn't have access to my room and that I had made payment. [redacted] the another front desk clerk stated that she didn't know why and gave me another key to get back into my room. Wednesday comes and the housekeeping asks me am I staying over and I told her that I had already paid up for the week. I was told that I needed to contact the front desk IMMEDIATELY and so I did and I was told that I still owe for two nights. So I pay for the two nights and then on Thursday tried to pay for additional day because I have to work overnight and was not going to be available to pay before 12pm to avoid being locked out my room and was told by [redacted] that I [redacted] isn't in charge of this hotel and that I couldn't pay for the additional night that I had to wait until friday to pay the week in advance. I asked to speak to the general manager and I was told that her name was [redacted] was not available until tomorrow morning. I was also told that the [redacted] name is [redacted] but there was no number or contact information for him,since they have no reason to contact him anyway. Also they have placed flags on my account to where no one is allowed to make transactions with my account but [redacted] and [redacted]. I have yet to meet [redacted] and she is supposed to be the general manager of this property. I have complained and asked serveral times and was not given any information until today when I tried to make a payment. The new lady @ the front desk located my account and read a message and immediately paged [redacted] on the walkie talkie and she was very rude to me even in front of customers and my child. She consistenly raised her voice and tone when I asked her questions about the notes that were left on my account.Desired Settlement: These people need to be removed from their positions and if they are to keep their position, need to be trained in customer service and hospitality experience. [redacted] needs to also come out to the property and inspect because the property is not being kept up to parr. Policy needs to be change to allow customer to pay on their rooms as often as they see fit. It should not be up to the front desk to decide when and how you should pay.