Super 8 Motel - Louisville Airport

Revdex.com: 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.The statements are not correct the hotel is claimingI did not ask for a key to room #until after police had left and desk clerk would not call the room that I had been staying in to see if my things were in it, so I then called from room #over to #and there was not an answerI did not demand access to any room, I asked if there was a way I could check room #and was told no (which was expected)I was never told about any refund and that I would have to take matters to the booking company, which I did contact reservation counter who I received a refund from, only for Satnight (4-9-16) Any other refunds I am not aware of at this pointI have started a dispute with the credit card company, but haven't heard anything yetThe last time I had called I was told that no one had time to review any video footageI was very calm through the whole situation, even the police officer commented about that, I just left and came home, well, after checking the dumpsterSo far I have spent over $replacing items missing and some event t-shirts, of them, cannot be replaced Regards, [redacted]

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Dear Contact: Thank you for notifying our office of the concern filed by *** *** at the Super property in Louisville, KY Our brands are committed to assuring that
all of its properties provide great service and quality accommodationsThis guest’s comments have made us aware of an instance when one of our properties did not meet a valued customer’s expectations. We regret that the guest had to contact you and our office regarding his concerns with the property. Each property is independently owned and operated under a franchise. This means that the property’s management is responsible for meeting brand standards and for day-to-day operations After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest Once again, we apologize for any inconvenience this may have caused Thank you!

This summary is in response to the case opened by *** *** on 4/28/Mr*** was staying at our hotel from 4/6/until 4/9/On the night of the 9th he came to the front desk to get his room key cards renewed for his roomIn our property management system he was listed under
room I was working the desk at the time so I personally re-keyed his card for access to room About minutes later Mr*** came back down and told me that room was not his roomI double checked our system to see if he had been moved, as well I checked his registration card that he signed, both listed him in Room with no evidence of anyone at anytime changing his roomI explained this to him and he demanded access to room At the time we had a guest in Room and I told him I couldn't let him in someone else roomMr*** accused the housekeepers of stealing his belongings and called the policeThe police arrived and told him that in this situation there really was nothing the police could doI printed Mr***s receipt and he claimed it was fake because of the address, confirmation number, and other thingsI tried to explain to Mr*** that when a reservation is made through a third-party such as Expedia or Hotels.com they put in the company's information not the guests, as well as the card they give us is a temporary virtual card; we never have the guests actual credit card information for security reasonsMr *** was very upset and I told him for the issues he encountered he would receive a refundI refunded his entire stay with us and he checked out that dayI have reviewed the video footage to verify that his belongings were not stolen by any of our staffI advised Mr*** of that when he called a couple days after-- *** *** Manager Super Louisville Airport Preston Highway Louisville, KY Tel: (502) 968-

Revdex.com:
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.The statements are not correct the hotel is claiming. I did not ask for a key to room #231 until after police had left and desk clerk would not call the room that I had been staying in to see if my things were in it, so I then called from room #231 over to #221 and there was not an answer. I did not demand access to any room, I asked if there was a way I could check room #221 and was told no (which was expected). I was never told about any refund and that I would have to take matters to the booking company, which I did contact reservation counter who I received a refund from, only for Sat. night (4-9-16).  Any other refunds I am not aware of at this point. I have started a dispute with the credit card company, but haven't heard anything yet. The last time I had called I was told that no one had time to review any video footage. I was very calm through the whole situation, even the police officer commented about that, I just left and came home, well, after checking the dumpster. So far I have spent over $367.00 replacing items missing and some event t-shirts, 4 of them, cannot be replaced. 
Regards,
[redacted]