I appreciate the accommodationsThe statements are not completely correct in his statementI will not ask for future action except to assayNo he told me maintance would not be there until and I should be prepared to move then only after I called corporate did he call and move meSecond room Mr Hickman brought it to his attention it was hot he told him it takes a while to cool OK no problem a day later still not coolDidn't see the leak around the toilet till we smelt itI took pictures so I have proofEveryone was great except the additude from the one girl and him however I guess after corporate got a phone call they changed their toneRoom note is fineFor his smart comment about staying and using a product that's brokeI'm staying there because I need a roof over my head roll my place is ready and I have stayed several times before but was never treated this awayHowever all I ask is honesty and open your own faults as I have to mineI told him I worked 8-That it wasn't my reasonability inspect the rooms yes I did and truthfully is their place expectedly when the evidence is there there was previous damageThank youI do appreciate the situation being handled but I don't appreciate my character being attacked and called a lier thank you
These Reservations came through the system as single rooms, Not DoublesSo we didn't have any double bed bed rooms for her to book anyway The rooms was not Nasty, they was very loud and disrespectful to other guest and staff of this property
Good Evening, CASE ID ***I am emailing to respond to the customer complaint made on 7/4/by *** *** in regards to her concerns about our policy, process, and procedure and condition of her guest room. Ms*** is a registered guest of (***, ***) the officially registered
guest of RmOriginally both Ms*** and Mr*** were guests of ours in room They have been our guests since June 14th and until this most recent reported issue have expressed no issues with our facility or our staff. On Saturday July 2nd @ approx7am Ms*** called and spoke with the General Manager of the property to report that she was experiencing a leak in her guest bathroom that started at about 6:30amGuest had reported that leak had been active for about days but she was just now reporting the issue to the front desk/manager due to a drop from the leak landing on her while she was in use of her guest bathroomGeneral Manager advised guest that in the future to protect the condition of our guest room we would appreciate if guests reported issues as they occur so that we may address immediately and avoid any further damageGuest expressed that informing us of issues in the room was "not her problem." I informed the guest that our maintenance staff would not be present until 9am however I did let guest know that most likely depending on the severity of the leak we would have to relocate her to a different guest room. General Manager personally allowed guest to inspect 2nd room @ about 8am which was a standard Queen Size Bed handicapped room which because of its accommodations to accommodate wheelchair access is in essence a bigger room this is typically viewed as a complimentary upgrade due to the overall size of both bed and room Guests had been staying in a standard full size bed room. General Manager confirmed with guest that room was acceptable @ 8:30am on Saturday July 2nd and we considered the matter closed. Upon my return to my facility on Tuesday July 5th after the holiday weekend, I discovered that the guest had experienced both a toilet issue as well as an A/C issue and had since been moved to a different guest room (Rm122) I have since made contact with officially registered guest in room (***, ***) and offered this guest a total of compensatory nights for their inconvenience in addition to my apologies. The issues that I have with this particular guest complaint are as follows "This place is disgusting" Guests have been our customers since June 14th and until the issue reported on Saturday we have received no complaints about cleanliness of their guest room nor have guest checked out due to cleanliness issues or demanded compensation due to product not living up to their standardsTypically if customers are unsatisfied with a product they do not continue to use productAgain if this hotel is in fact in this guests own words their "Worst experience EVER" they are still staying at our facility as of time of writing. "Didn't want to move me until maintenance came in..." this is not the case as again the General Manager indicated to guest that we would be happy to move her while we addressed maintenance issue we even went so far as to allow guest to inspect her new room before making the official room move. Now this does not excuse our failures in the second room and it is perfectly understandable that guest would be frustrated after having to move a 3rd time due to maintenance issues present in 2nd roomHowever to imply through her complaint that we did nothing for either reported issue is simply not trueGuest was moved a final time to the current room they now occupy Rmand to my knowledge have not had any issues since moving. As far as the attitude of my staff I have spoken with the associates present on the days guest mentioned and I am satisfied with both our response to initial guest concern (Reporting leak in Rm147) and our reaction when guest reported a 2nd set of issues in 2nd room (A/C malfunctioning and Toilet Issue). As far as her desired settlement I have spoken with the registered guest of this room (***, ***) and expressed both a sincere apology to him and Ms*** and have offered the cost of nights back to guest to apologize for our failures Please let me know if any further detail or documentation is needed but my goal as well is to close this matter and moving forward we will do our best to provide our guests with rooms that are both clean and in good working condition. Dior L*** General Manager Property 3530Crossland Economy Studios Winston-Salem Telephone: (336) 759-Ext605Fax: 336-759-
Called our pest control and they showed up today to find the room HAS NOT got bed bug's so there for no refund on the room and tax but can get the deposit back if the guest comes to get it today. 08/21/2017
I appreciate the accommodations. The statements are not completely correct in his statement. I will not ask for future action except to assay. No he told me maintance would not be there until 9 and I should be prepared to move then only after I called corporate did he call and move me. Second room Mr Hickman brought it to his attention it was hot he told him it takes a while to cool OK no problem a day later still not cool. Didn't see the leak around the toilet till we smelt it. I took pictures so I have proof. Everyone was great except the additude from the one girl and him however I guess after corporate got a phone call they changed their tone. Room note is fine. For his smart comment about staying and using a product that's broke. I'm staying there because I need a roof over my head roll my place is ready and I have stayed several times before but was never treated this away. However all I ask is honesty and open your own faults as I have to mine. I told him I worked 8-5. That it wasn't my reasonability inspect the rooms yes I did and truthfully is their place expectedly when the evidence is there there was previous damage. Thank you. I do appreciate the situation being handled but I don't appreciate my character being attacked and called a lier thank you.
These Reservations came through the system as single rooms, Not Doubles. So we didn't have any double bed bed rooms for her to book anyway. The rooms was not Nasty, they was very loud and disrespectful to other guest and staff of this property
I appreciate the accommodationsThe statements are not completely correct in his statementI will not ask for future action except to assayNo he told me maintance would not be there until and I should be prepared to move then only after I called corporate did he call and move meSecond room Mr Hickman brought it to his attention it was hot he told him it takes a while to cool OK no problem a day later still not coolDidn't see the leak around the toilet till we smelt itI took pictures so I have proofEveryone was great except the additude from the one girl and him however I guess after corporate got a phone call they changed their toneRoom note is fineFor his smart comment about staying and using a product that's brokeI'm staying there because I need a roof over my head roll my place is ready and I have stayed several times before but was never treated this awayHowever all I ask is honesty and open your own faults as I have to mineI told him I worked 8-That it wasn't my reasonability inspect the rooms yes I did and truthfully is their place expectedly when the evidence is there there was previous damageThank youI do appreciate the situation being handled but I don't appreciate my character being attacked and called a lier thank you
These Reservations came through the system as single rooms, Not DoublesSo we didn't have any double bed bed rooms for her to book anyway The rooms was not Nasty, they was very loud and disrespectful to other guest and staff of this property
Good Evening, CASE ID ***I am emailing to respond to the customer complaint made on 7/4/by *** *** in regards to her concerns about our policy, process, and procedure and condition of her guest room. Ms*** is a registered guest of (***, ***) the officially registered
guest of RmOriginally both Ms*** and Mr*** were guests of ours in room They have been our guests since June 14th and until this most recent reported issue have expressed no issues with our facility or our staff. On Saturday July 2nd @ approx7am Ms*** called and spoke with the General Manager of the property to report that she was experiencing a leak in her guest bathroom that started at about 6:30amGuest had reported that leak had been active for about days but she was just now reporting the issue to the front desk/manager due to a drop from the leak landing on her while she was in use of her guest bathroomGeneral Manager advised guest that in the future to protect the condition of our guest room we would appreciate if guests reported issues as they occur so that we may address immediately and avoid any further damageGuest expressed that informing us of issues in the room was "not her problem." I informed the guest that our maintenance staff would not be present until 9am however I did let guest know that most likely depending on the severity of the leak we would have to relocate her to a different guest room. General Manager personally allowed guest to inspect 2nd room @ about 8am which was a standard Queen Size Bed handicapped room which because of its accommodations to accommodate wheelchair access is in essence a bigger room this is typically viewed as a complimentary upgrade due to the overall size of both bed and room Guests had been staying in a standard full size bed room. General Manager confirmed with guest that room was acceptable @ 8:30am on Saturday July 2nd and we considered the matter closed. Upon my return to my facility on Tuesday July 5th after the holiday weekend, I discovered that the guest had experienced both a toilet issue as well as an A/C issue and had since been moved to a different guest room (Rm122) I have since made contact with officially registered guest in room (***, ***) and offered this guest a total of compensatory nights for their inconvenience in addition to my apologies. The issues that I have with this particular guest complaint are as follows "This place is disgusting" Guests have been our customers since June 14th and until the issue reported on Saturday we have received no complaints about cleanliness of their guest room nor have guest checked out due to cleanliness issues or demanded compensation due to product not living up to their standardsTypically if customers are unsatisfied with a product they do not continue to use productAgain if this hotel is in fact in this guests own words their "Worst experience EVER" they are still staying at our facility as of time of writing. "Didn't want to move me until maintenance came in..." this is not the case as again the General Manager indicated to guest that we would be happy to move her while we addressed maintenance issue we even went so far as to allow guest to inspect her new room before making the official room move. Now this does not excuse our failures in the second room and it is perfectly understandable that guest would be frustrated after having to move a 3rd time due to maintenance issues present in 2nd roomHowever to imply through her complaint that we did nothing for either reported issue is simply not trueGuest was moved a final time to the current room they now occupy Rmand to my knowledge have not had any issues since moving. As far as the attitude of my staff I have spoken with the associates present on the days guest mentioned and I am satisfied with both our response to initial guest concern (Reporting leak in Rm147) and our reaction when guest reported a 2nd set of issues in 2nd room (A/C malfunctioning and Toilet Issue). As far as her desired settlement I have spoken with the registered guest of this room (***, ***) and expressed both a sincere apology to him and Ms*** and have offered the cost of nights back to guest to apologize for our failures Please let me know if any further detail or documentation is needed but my goal as well is to close this matter and moving forward we will do our best to provide our guests with rooms that are both clean and in good working condition. Dior L*** General Manager Property 3530Crossland Economy Studios Winston-Salem Telephone: (336) 759-Ext605Fax: 336-759-
Called our pest control and they showed up today to find the room HAS NOT got bed bug's so there for no refund on the room and tax but can get the deposit back if the guest comes to get it today. 08/21/2017
I appreciate the accommodations. The statements are not completely correct in his statement. I will not ask for future action except to assay. No he told me maintance would not be there until 9 and I should be prepared to move then only after I called corporate did he call and move me. Second room Mr Hickman brought it to his attention it was hot he told him it takes a while to cool OK no problem a day later still not cool. Didn't see the leak around the toilet till we smelt it. I took pictures so I have proof. Everyone was great except the additude from the one girl and him however I guess after corporate got a phone call they changed their tone. Room note is fine. For his smart comment about staying and using a product that's broke. I'm staying there because I need a roof over my head roll my place is ready and I have stayed several times before but was never treated this away. However all I ask is honesty and open your own faults as I have to mine. I told him I worked 8-5. That it wasn't my reasonability inspect the rooms yes I did and truthfully is their place expectedly when the evidence is there there was previous damage. Thank you. I do appreciate the situation being handled but I don't appreciate my character being attacked and called a lier thank you.
These Reservations came through the system as single rooms, Not Doubles. So we didn't have any double bed bed rooms for her to book anyway. The rooms was not Nasty, they was very loud and disrespectful to other guest and staff of this property