The Hotel ML

Complaint: [redacted] I am rejecting this response because:The staff at the hotel never indicated to me that the Philadelphia Airport was the closest locationThis was not an issue with phrasing or miscommunicationThe staff just gave me bad information in saying that Allentown was the closestAlso, The staff at no point communicated to me that the driver service was based on availabilityWhen I made my driver reservation for Saturday evening to go to the Greyhound Station, the staff made it seem like I was locked in for this appointment time, but this was not the caseI made plans around this driver time slot, and I had to be informed that no one was able to drive me once I was ready to go Regards, [redacted] ***

? I would like to address the issues [redacted] had brought up in her complaintI have spoken to [redacted] and explained our position on the issues she brought upUnfortunately [redacted] was and is being unreasonable in asking for 50% off of everyones charges based on the shuttle issues she claimed happenedWhen we host a wedding at our hotel we offer complimentary shuttle service to and from the venueIn the case of this particular event we provided that serviceUnfortunately it was not to the liking of [redacted] I will bullet point the issues as laid out by [redacted] :? ·? ? ? ? ? ? ? ? ? PM? check in of [redacted] brides grandmother, did not provide ID and therefore was not permitted to check inThis is for security reasons, however I feel knowing it was an elderly woman we could have handled this situation better and because of that we issued a $credit.·? ? ? ? ? ? ? ? ? Claim of [redacted] other grandparents waiting over hour to check in and flooded roomWhile there was a long line, after? 4:45pm, at some point to check in no guest was seen waiting as long as [redacted] claims.? We had all check in stations working iat the front desk and at some point to help alleviate the line we started taking some guests in the back at another station to helpAs for the flood [redacted] allegedIf there was a flood of the entire room we would have had water damage to the rooms under hers and we did notHowever, being in the hospitality industry we took what she said and still issued a credit for this room for $57.·? ? ? ? ? ? ? ? ? As for the bride and groom waiting over hour to check inOur camera shows her coming in at? 12:am? on 8/19/and speaking and greeting her guestsIt is not until about? 12:am? that she approaches the front desk and she is checked in by? 12:amAs for having to walk back for the second set of keys we did offer our apology for thatAs for her and her husband waiting another minutes in line, that is just a lieWe watched the video and they did come back to the desk at? 1:amand were given their 2nd? room keys at? 1:am.·? ? ? ? ? ? ? ? ? In regards to the room with the “entire ceiling” coming downThis guest was in a newly renovated room with a new ceilingHowever, when you moved the drapes, the new drapes would scrape across the old popcorn finish and some of that would sprinkle down behind the curtainsIn no way was the entire ceiling falling downAgain, being in the hospitality business we took off $57.·? ? ? ? ? ? ? ? ? As for the claim “SHUTTLES NEVER CAME”, again this is an outright lieWe have a passenger van and a passenger luxury busBecause of the size of the wedding group we also had an outside company scheduled to assist our shuttlesUnfortunately the other company failed to show due a communication issueHowever our passenger bus made trips in order to get everyoneA few guests, maybe as many as couples or groups did not want to wait and decided to take Uber’s back to the hotelThe following guests were issued credits based on their claim of taking an [redacted] received $71.23, [redacted] received $45.95, [redacted] received $and [redacted] received $The reason for the differing amounts was due to what the guest claimed [redacted] charged themAs you can see there is a wide margin from $to $We also included taxes in our credits which gave the guest more than they told us such as T [redacted] told us $but we gave him back $30.44.? In all we gave this group back over $in chargesIn looking at the whole picture the guests that were inconvenienced were compensated properlyMost of the guests took advantage of the free shuttles and for [redacted] to demand 50% off the entire group is unfounded and unreasonableWe feel we gave proper compensationIf you need any further information please do not hesitate to contact me at? [redacted] ? or via email at? [redacted] ? ? Sincerely,? ? ? ? [redacted] ? [redacted] ? ? ? Editor’s Choice for “Best Hotel to host a meeting in South Jersey”by South Jersey Biz Magazine?

We stayed at this hotel for an August weddingIt was by far the worst hotel experience I and the fellow wedding guests hadThe check in process before we went to the reception was excruciatingly slow (their system was down and the staff didn't make any efforts to speed up the process - they simply didn't care)The keys that were issued did not work, and the staff had to walk each guest to their room to leave their luggage thereAfter we returned from the wedding we stood in line for a half hour with only two people in front of us to effectively check in again (people behind us waited for over an hour)The worst part was the customer service (they were rude, indifferent, wouldn't make eye contact - they simply didn't care)Even the bride and groom had to wait in this line and were given a room without a bedI can go on but that sums it up

I made a reservation with this Hotel for a wedding I contacted them on time to cancel the reservation and they didI was told that they would not charge my card but they did anyway Then I was told that iI would be refunded in -days however that has not happened I contacted Adrianne R*** who was suppose to call me and resolve this issue I have now called her times and left several messages, she has not called me backShe left a message on my work phone left and have now responded to my calls This place has terrible service and I didn't even stay there When I call they pick up and hang up the phoneVery unprofessional especially for a manager

Complaint: ***
I am rejecting this response because:
This is an unacceptable response and I am extremely disappointed with the business and how they are handling this situationAfter my family and friends posted low-star ratings on *** *** we noticed there were star ratings posted the SAME day stating everything we were saying but praisint the MLEven using specific names in the posts that we used in ours.The locations of these posts are from NJ, and I believe these posts were put up by management / employees of the ML to better balance their ratingsI am disgusted and will never be returning to this hotelMy family and friends will be doing the same and will be spreading the word to STEER CLEAR of the Hotel ML
Regards,
*** ***

Guest wanted a refund for a no show reservation and was having troubles getting to anyone to help herI have issued a full refund and apology for the challenges *** *** experienced

Complaint: ***
I am rejecting this response because:The staff at the hotel never indicated to me that the Philadelphia Airport was the closest locationThis was not an issue with phrasing or miscommunicationThe staff just gave me bad information in saying that Allentown was the closestAlso, The staff at no point communicated to me that the driver service was based on availabilityWhen I made my driver reservation for Saturday evening to go to the Greyhound Station, the staff made it seem like I was locked in for this appointment time, but this was not the caseI made plans around this driver time slot, and I had to be informed that no one was able to drive me once I was ready to go
Regards,
*** ***

I did not receive any housekeeping on my second day of my stayI also never received my requested wake up call on the last day of my stay
Vernon - I spoke with this person as well as Linda the next daywhen I reported the problem, they told me that they could not help me at the moment because the housekeeping staff had left for the day
My room was very hard to shutI had to slam it to make it closeThey tried trimming some of the door off, but it still did not help
On the last day of my stay, after my check-outThey said that they would take me to the Greyhound bus stopHowever, when I checked-out, they did not have a driver available for meSo, they told me that I would need to take a taxiThey did help me around the hotel and helped me get to the restaurant, but they were unable to help me get to the bus stop like they promised
I feel that the hotel staff did not have adequate knowledge about the surrounding area and local airports in order to provide me with

WEDDING BLOCK: Friday 8/18/
At 4pm in the afternoon, my year old grandmother couldn't check inThe person at the front desk would not take her without an ID and simply yelled "NEXT!!" for the next customerShe was forced to place our bags in a cousins room because they were the only ones who had checked in at this point
At this same time, my other grandparents waited over an hour to check inWhen they arrived to their room on the 10th floor they found it was completely floodedThey had to then travel back down to the lobby to get a new room- extremely inconvenient to ask two 80-year-olds to do this
At 12:30AM- My new husband and I spent OVER hour at check in- and received unbelievably slow service at the front deskAfter locating our reservation (we could not figure out what name you had booked us under) we finally received our keyWe traveled to the 10th floor, opened the door to find we were placed in a conference room, with NO BEDI went over to use the pho

Guest wanted a refund for a no show reservation and was having troubles getting to anyone to help herI have issued a full refund and apology for the challenges *** *** experienced

This is in response to notification with the ID #*** *** *** *** called me back in regards to a *** *** response from our Director of OperationsWhile we talked about her Wedding Group, I again explained our position that everyone that had an issue was compensated fairlyAll guests that stated an issue prior to departure were given money back with no questions askedAlso, all guests that decided to take *** back to the hotel and didn’t wait for our shuttle were not only given their money back but they were given more than they told us*** *** then stated she did not receive anything for her inconvenienceI apologized to her and again she stated she received nothingAt that point I explained that her suite was already comped and I can’t give her any money back when she did not pay anythingI did however state that she since she felt like she should get something I offered her a complimentary weekend to stay at our hotelThis was not an offer for night but for and she declinedAfter she declined I told her I was sorry to hear that unfortunately that would be the best I could do.

Complaint: ***
I am rejecting this response because:After being called a liar twice and still reaching no resolution I do not feel this issue has been resolvedI spoke with Andy A*** again today on the phone asking "What can you do for me?" and his response was to have us come back to the ML for a weekend on the house-- unfortunately I will not be returning and that response was of no help.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The staff at the hotel never indicated to me that the Philadelphia Airport was the closest locationThis was not an issue with phrasing or miscommunicationThe staff just gave me bad information in saying that Allentown was the closestAlso, The staff at no point communicated to me that the driver service was based on availabilityWhen I made my driver reservation for Saturday evening to go to the Greyhound Station, the staff made it seem like I was locked in for this appointment time, but this was not the caseI made plans around this driver time slot, and I had to be informed that no one was able to drive me once I was ready to go
Regards,
*** ***

? I would like to address the issues *** *** had brought up in her complaintI have spoken to *** *** and explained our position on the issues she brought upUnfortunately *** *** was and is being unreasonable in asking for 50% off of everyones charges based on the shuttle
issues she claimed happenedWhen we host a wedding at our hotel we offer complimentary shuttle service to and from the venueIn the case of this particular event we provided that serviceUnfortunately it was not to the liking of *** ***I will bullet point the issues as laid out by *** ***:? ·? ? ? ? ? ? ? ? ? PM? check in of *** *** brides grandmother, did not provide ID and therefore was not permitted to check inThis is for security reasons, however I feel knowing it was an elderly woman we could have handled this situation better and because of that we issued a $credit.·? ? ? ? ? ? ? ? ? Claim of *** *** other grandparents waiting over hour to check in and flooded roomWhile there was a long line, after? 4:45pm, at some point to check in no guest was seen waiting as long as *** *** claims.? We had all check in stations working iat the front desk and at some point to help alleviate the line we started taking some guests in the back at another station to helpAs for the flood *** *** allegedIf there was a flood of the entire room we would have had water damage to the rooms under hers and we did notHowever, being in the hospitality industry we took what she said and still issued a credit for this room for $57.·? ? ? ? ? ? ? ? ? As for the bride and groom waiting over hour to check inOur camera shows her coming in at? 12:am? on 8/19/and speaking and greeting her guestsIt is not until about? 12:am? that she approaches the front desk and she is checked in by? 12:amAs for having to walk back for the second set of keys we did offer our apology for thatAs for her and her husband waiting another minutes in line, that is just a lieWe watched the video and they did come back to the desk at? 1:amand were given their 2nd? room keys at? 1:am.·? ? ? ? ? ? ? ? ? In regards to the room with the “entire ceiling” coming downThis guest was in a newly renovated room with a new ceilingHowever, when you moved the drapes, the new drapes would scrape across the old popcorn finish and some of that would sprinkle down behind the curtainsIn no way was the entire ceiling falling downAgain, being in the hospitality business we took off $57.·? ? ? ? ? ? ? ? ? As for the claim “SHUTTLES NEVER CAME”, again this is an outright lieWe have a passenger van and a passenger luxury busBecause of the size of the wedding group we also had an outside company scheduled to assist our shuttlesUnfortunately the other company failed to show due a communication issueHowever our passenger bus made trips in order to get everyoneA few guests, maybe as many as couples or groups did not want to wait and decided to take Uber’s back to the hotelThe following guests were issued credits based on their claim of taking an *** *** *** *** *** received $71.23, *** *** received $45.95, *** *** received $and *** *** *** received $The reason for the differing amounts was due to what the guest claimed *** charged themAs you can see there is a wide margin from $to $We also included taxes in our credits which gave the guest more than they told us such as T** *** told us $but we gave him back $30.44.? In all we gave this group back over $in chargesIn looking at the whole picture the guests that were inconvenienced were compensated properlyMost of the guests took advantage of the free shuttles and for *** *** to demand 50% off the entire group is unfounded and unreasonableWe feel we gave proper compensationIf you need any further information please do not hesitate to contact me at? ***? or via email at? ***? ? Sincerely,? ? ? ?
*** ***
*** ***
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*** *** ** * *** *** *** ***
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? ? ? Editor’s Choice for “Best Hotel to host a meeting in South Jersey”by South Jersey Biz Magazine?

I spoke with Mr. [redacted] on 9/28/16 regarding his stay. During the conversation he stated his issues with housekeeping, lack of wake-up call as well as failure of my staff being able to take him to the Grey Hound Bus station located less than ¼ mile from the hotel. I apologized to Mr. [redacted] and...

explained to him that we don’t offer 24 hour service to drive our guests. It is based on availability. He also told me our staff told him the Allentown airport is the closest airport to fly into. I told him our staff is quite familiar with our area and they all know the Philadelphia Airport is about 25 minutes away. Allentown is about 2 hours away. I apologized & informed him it may have been miscommunication in the way he phased his question such as could I fly into Allentown or something like that. In regards to the lack of a wake-up call as well as lack of housekeeping services for 1 day, I again apologized and I did agree to comp 1 nights room & tax which was $115 which I would credit to his [redacted]. This was done on the 28th after I hung up with Mr. [redacted].