Surprise Valley Hot Springs Hotel

Please see attachment, Thank you.Regarding above Case#[redacted]r. [redacted], after entering Room #** then upon deciding he wasn't happy with the room, if he had immediately returned to the office declaring he wouldnt be staying...... AND leaving said room as he'd found it, then Mr....

[redacted] would have been refunded. However, he did not choose to leave. He chose to stay. He chose to spend over 3 hours within Room #**, taking showers and leisurely enjoying the hot tub. There is NEVER a refund to a guest when the room is used to the extent Mr. & Mrs. [redacted] used it, be it 3 hours or 20 hours. Please refer to notes made and taken on September 4, 2017 on this guest. We found his intent was to clean up from the dirty playa he brought in from the Burning Man Event.... enjoy soaking... then depart. (#9) Mr. [redacted] was NEVER guaranteed a refund. He was told his "demand" would be given to the owners who would decide. Determined no refund to be given due to use of room.  Notes made after talking with employee, [redacted] S., receptionist. Hours before arrival, [redacted] called office more than 6 times, insisting the last available room be held for them. Even without their credit card number, room was held. Other "Burners" were turned away while this last room was being held for Mr. G. Gosewisech arrived approx 2:30pm (early check-in) and departed after 5:30pm on Sept 2,2017. Mr. G was short and irritated upon arrival, due to "sitting in line 4-6 hours" (per Mr. G) to depart Burning Man. Mr. G came to office, said A/C wasn't working. Maintenance man, Tim, found A/C set wrong as Mr. G had pushed all the buttons to speed up the A/C. ....then Mr. G told Tim to "get out.... you're worthless". With that remark, Tim left [redacted] went to #**, set A/C correctly. The [redacted] stayed in room for over 3 HOURS. During this tie, [redacted]s used the hot tub, took showers, used all the towels including hot tub towels. After 5:30pm, Mr. G came to office, yelling that our accommodations weren't good enough. He called [redacted] "garbage", demaded a refund. [redacted] stated she wasn't sure a refund could be given. Mr. G said he was calling the police on [redacted] and called our resort a "dumb A.. resort". Mr. G left office. After both Mr. & Mrs G departing office, they returned 4 more times. Yelling, name calling, trashing the resort, making threats, demanding a refund. Mr. G was out of control and [redacted] thought she'd have to call the sheriff for assistance. Even Mrs. G, during Mr. G's last tirade of verbal abuse, three different times  she told him that it was enough and to calm down. Upon checking room #23 after [redacted]s departure, it was found one set of blinds were broken, playa dirt and muddy prints everywhere, hot tub and shower both used, and all towels used including the hot tub towels. Playa dirt- the hardest to clean. Mr. G was NEVER told he'd receive a refund as [redacted] told him she'd have to confer with the owners.

I am rejecting their response because I did IMMEDIATELY return to the office and tell the manager the air conditioner did not work when we first got into our room. We never "chose" to stay and never said that we would. We never spent 3 hours “leisurely” in the room-the entire time we spent there (a little short of 90 minutes) was in fact spent waiting for them to get the air conditioner to work. Our "intent" was simply to get a room with a working air conditioner and spend the night-by the way how could they know what our “intent” was? In short I was told in the presence of my wife and the maintenance man we would get a refund for the room if we left at the time the manager offered it which is exactly what we did.
In response to their other statements-we called a number of times to make the reservation simply because we were in the Nevada desert and the cell phone connection kept failing. We actually offered our card at the time we made the reservation and were told "they didn't need it". We arrived exactly as I stated previously around 9AM and were told the room would not be ready until around 3PM and were not "short and irritated" but actually and had a very pleasant chat with the manager. We never mentioned anything about 4-6 hours getting out of Burning Man (a story which the manager probably heard from other guests and thought this would be a good place to insert)-we actually spent less than an hour leaving and had a very pleasant drive to Cedarville.

As I stated previously I immediately mentioned the air conditioning problem when we got into our room after checking in a little after 3PM. The manager [redacted] attempted to fix it and couldn't and when she couldn't said the maintenance man would be up in a few minutes to fix it. When he arrived with [redacted] and couldn't fix the problem either [redacted] said it was because he was not familiar with the unit "since he was new". I then told her the room would be unbearable without it and that’s when [redacted] said, in the presence of the maintenance man, we could leave and be given a refund. We immediately gathered our belongings and began to leave. It’s interesting that the manager, [redacted], was there the entire time we packed-why didn't she mention any of the issues they've brought up now like broken blinds, muddy prints everywhere etc.(My wife had actually taken pictures of the room showing the broken blinds etc. to show the shabby condition of the room when we arrived which we'd be glad to send if you like.) It's also interesting to note that the manager left at 5PM as she does every day and we left a little before her so how could we have spent over three hours in the room as they claim? The entire incident really took a little less than 90 minutes as I mentioned earlier.
We never returned 4 more times, trashed the resort, made threats and to say that we did is absolutely ridiculous. Why didn't [redacted] call the sheriff then? I was the one who wanted to call the sheriff later not the hotel manager because I just had a feeling I'd be in the situation I am now and wanted a witness to [redacted] promising a refund. I've got to admit it did get a little heated when I discovered the manager was just going to get in her car along with the maintenance man and just leave us there-we were stranded with nowhere to go and their response when we mentioned this was "you have an air conditioner what else do you want?". Apparently it doesn't matter if it works or not the only thing that's important is that it is in the room. Interesting logic I've got to admit.
Put simply our version of the story is accurate and you have to admit certainly a lot more plausible-my wife and the maintenance man were present for almost all of this. My wife would be glad to talk with you and give you her side of the story. Their response is almost totally fabricated and most of what they are claiming is really laughable at best. I’m 65 and my wife is a few years younger and not exactly your stereotypical resort terrorists. All we asked for was a room with a working air conditioner and when they were unable to provide that we accepted their offer for a complete refund and left as they requested.