Superior Threading, Inc.

Unfotunately, this case has become a " he said she said" caseThe front desk agent did not go the customers room because he feared for his safetyThis was a very rude and aggressive guest and as a manager we tell our employees that safety comes firstThis is why the customer was given the option of changing the roomThe customer refused the option that the front desk had authority to giveRefunds cannot be authorized or given by the front desk agents and the customer was told that information, so a refund on the night was out of the question for the front desk agentThis customer has received a full refund from the Days Inn Corporate officeThere is no further compensation that can be given by the hotel The hotel did send out an apology letter to the guest at the address that was given to the Days Inn Corporate officeIf that address was not correct then there is nothing the hotel can do for the guest not receiving the apology letterAs a manager at the hotel, we stand by our hotel policiesFront desk agents are not given any authority to issue refunds or discounts to guestsThe front desk agent performed his duty and informed me the next day on this matterI as the manager check rooms on a daily basis and we stand by having no issues with mice in our roomsWe have rented the said room every day before and after this incident and we have had no complaints from any other guests on this matterI will not accuse anyone on how this said mouse came in the room but we have no other incidents of mice in rooms before or after this stay

I am rejecting this response because:you continue to falsify the matter with nonsense such as he feared for his safety , when in reality he was aggressive even yelling and cursing at my pregnant girlfriendYou also deny unsafe and unsanitary premises despite proof of rodents being in your facilitiesI will not only never provide you my business again, but will also make sure there is a health department investigation and that the word spreads about your unsafe and unprofessional conduct of businessAnd you never mailed me an apology letter just like everything else you indicate is false

And there was one mouse that ran under the bed

The guest, [redacted], checked into the hotel on 04/24/15 around 3:00pm. At 9:30pm, he called the front desk and said there was mice in the room. The front desk agent offered to change him into a different room in a different building. The guest refused to change the room and demanded a refund....

The front desk agent told the guest we are not authorized to give a refund after the guest has been in the room over 30 minutes. It is hotel policy and only managers are authorized to give any kind of compensation. The front desk agent told the guest we will change the room but the guest refused. One hour later, the guest came to the front desk and demanded a refund again. He was very abusive and threatening to the front desk clerk. He said " I'm going to beat your [redacted] up", so the hotel front desk stated to the guest that he does not need to hear this kind of threats or abuse and he will call the police. The guest then was very abusive to the front desk clerk, grabbed the key, and threatened to call the health department and authorities on the hotel. The front desk clerk stated the guest is free to do what he wanted to do and all the front desk clerk is authorized to do is change the room. The guest then left the office. I am the manager of the hotel and I personally check all rooms after they have been cleaned by housekeeping. The room had no dead mouse in the trash can after it was cleaned and the rooms have no known mice problems. The guest opened up a case with the Days Inn customer service and requested that a manager send him an apology letter or communication by postal mail, which was also sent to him. As a valued member of the Revdex.com we strive to uphold an excellent customer service. It is very disappointing to see this type of wrongful customer complaints. The guest [redacted] used the room for well over six hours and the hotel offered to change the room upon his findings. The guest refused the service. While we understand his concerns the front desk agent did try to remedy the situation, but he refused the service. We hope that we can work together to resolve these issues.

I am rejecting this response because: all this information has been falsified by the agent at the front desk. I have pictures which have mice in the room and please send me an email address where I can send the pictures and the pictures were shown to the front desk person who refused to come into the room when asked so we can show the mice. The room was not used for several hours and when the front desk was called the agent did offer another room but as a guest I did not feel comfortable staying at this hotel any longer and requested a refund. The agent first said management is only authorized to provide a refund and when asked for management information so I can follow up the next day, he changed his story saying our policy is not to provide refunds and only a different room and continued to get upset asking"what do you do when you have nice at home. It's not a big problem" this upset me even more. I packed my stuff and immediately went to the office, not an hour later. Here I calmly waited for the agent to help another guest then asked for a refund again after showing the pictures of mice in the room. This is where the agent became combative and verbally abusove and loud saying "how do I know you didn't plant the mice in the room" there was back and forth verbiage exchanged regarding a refund, not being professional and why he was becoming combative. He then threatened to call the police because he will not provide a refund. I in return said, let me call the police because you are being combative me refusing a refund. I left the building immediately after this and called the police who said they weren't sure how long it would take to come for a report because it's a civil case. I then left and my entire trip was ruined. The snow storm happened and I had to drive three hours in the snow storm then the rain to reach home. This could have been easily resolved by the agent apologizing for the unsanitary and disgusting conditions of the room and providing a refund so we could use that money elsewhere. There was a complaint filed with the corporate office who sincerely apologized for the matter and clearly stated that after seeing the pictures of the mice in their facilities was unsanitary and they launched an investigation and asked this facility to apologize and provide a refund. The facility responded to corporate indicating they called me and sent me a letter apologizing And closed mY case, when in fact I have yet to receive an apology or a refund. I then called corporate again who escalated the matter apologized for the wrongdoings of this facility and has relaunched the investigation after the falsifying of realizing this issues from this facility. They are clearly lying about what happened, denying proof of pictures of mice after he refused to come see it in person and not issuing a refund .