The Lodge Hotel & Banquets St. Louis Airport

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Mr [redacted] checked in on Friday June at am in the morningHe paid for a week's stay in a regular room at the extended stay rate of $plus tax, a total of $for seven nightsHis current check out date is Friday June Mr [redacted] came to the desk on 6/19/and complained that the toilet was blockedHe mentioned nothing about any bugs in the room. It was put on the maintenance man"s service listSometimes guests put food and grease in the toilets and sinks and they get clogged, which the management takes care ofBut when the maintenance man went to room [redacted] to fix the toilet, Mr [redacted] did not let him enter the room and told him that the toilet was working fineWhy else would the maintenance man show up at his door and not fix the issueMr [redacted] has stated himself that the toilet was flushing fine and the maintenance guy left.Later that night, around midnight, Mr [redacted] showed up at the desk again and created a scene at the front desk, used high toned foul language with the front desk associate and demanded his toilet to be fixed at onceThe girl told him that we are an economy hotel and maintenance person only comes in from 9am to 5pm, and that we do have a plunger at the desk for emergency useMr [redacted] again created a scene in the lobby upon which he was informed that if he would not leave the lobby immediately he would have to be evicted from the propertyIn the morning at am, his toilet was uncloggedUpon receiving of this complaint, room [redacted] has been checked and we have found no traces of any bugs in the room and his toilet is still working fineDue to these reasons, the management does not see a need to issue any kind of refunds at this timeThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Mr *** *** checked in on Friday June at am in the morningHe paid for a week's stay in a regular room at the extended stay rate of $plus tax, a total of $for seven nightsHis current check out date is Friday June Mr*** came to the desk on 6/19/and
complained that the toilet was blockedHe mentioned nothing about any bugs in the room. It was put on the maintenance man"s service listSometimes guests put food and grease in the toilets and sinks and they get clogged, which the management takes care ofBut when the maintenance man went to room *** to fix the toilet, Mr *** did not let him enter the room and told him that the toilet was working fineWhy else would the maintenance man show up at his door and not fix the issueMr *** has stated himself that the toilet was flushing fine and the maintenance guy left.Later that night, around midnight, Mr *** showed up at the desk again and created a scene at the front desk, used high toned foul language with the front desk associate and demanded his toilet to be fixed at onceThe girl told him that we are an economy hotel and maintenance person only comes in from 9am to 5pm, and that we do have a plunger at the desk for emergency useMr *** again created a scene in the lobby upon which he was informed that if he would not leave the lobby immediately he would have to be evicted from the propertyIn the morning at am, his toilet was uncloggedUpon receiving of this complaint, room *** has been checked and we have found no traces of any bugs in the room and his toilet is still working fineDue to these reasons, the management does not see a need to issue any kind of refunds at this timeThank you

See attached

Ms *** *** checked in on 10/at the LosgeThe reservation that she made at hotels.com was for adult and kidsWhen she checked in she did not mention she was having a pool party at our propertyLater on the security guard saw that there were adults and a total of small children in
the poolIt is against the Hotel's policy to have more than children in one room or have a pool party of any nature at the poolThe security guard informed the manager about the pool party and the room number that they were all coming in and out ofThe manager went to the room, at about pm and knocked at the door and informed the guest that they were violating the fire code and property rules and were having way too many kids than what they had registered at check in so they should either rent another room or leave the premisesMs *** created a huge scene at that point as her party had already been completedShe called the police and asked them to get the hotel to give her money backThe manager responded by saying that the room had been thoroughly used for hours by people, they had used and violated the property amenities and that they were being evicted so there are no refundsPolice informed the guest that they have to leave the premisesHence ms *** checked outAs Ms *** used the room, the games, and the pool, brought in extra people than what she had paid for, and created public disturbance at the property, we do not see the need for a refund at this timeTo set the record clear, no pictures were taken of any childrenBut we do have surveillance footage of the atrium area where the pool isItAnd be provided if required to show the number of people in her party who used the facilityThank you for your time

Ms *** *** checked in on 10/at the LosgeThe reservation that she made at hotels.com was for adult and kidsWhen she checked in she did not mention she was having a pool party at our propertyLater on the security guard saw that there were adults and a total of small children in
the poolIt is against the Hotel's policy to have more than children in one room or have a pool party of any nature at the poolThe security guard informed the manager about the pool party and the room number that they were all coming in and out ofThe manager went to the room, at about pm and knocked at the door and informed the guest that they were violating the fire code and property rules and were having way too many kids than what they had registered at check in so they should either rent another room or leave the premisesMs *** created a huge scene at that point as her party had already been completedShe called the police and asked them to get the hotel to give her money backThe manager responded by saying that the room had been thoroughly used for hours by people, they had used and violated the property amenities and that they were being evicted so there are no refundsPolice informed the guest that they have to leave the premisesHence ms *** checked outAs Ms *** used the room, the games, and the pool, brought in extra people than what she had paid for, and created public disturbance at the property, we do not see the need for a refund at this timeTo set the record clear, no pictures were taken of any childrenBut we do have surveillance footage of the atrium area where the pool isItAnd be provided if required to show the number of people in her party who used the facilityThank you for your time.

Than you for your feedback and comments. We appreciate you writing to us about your recent stay with us. I am
concerned about the issues you experienced at our hotel during your visit. I am writing to thank you for taking the time to bring this matter to our attention.We accommodate many guests each evening, and we strive to make their stay a satisfying one. The principle goal of our hotel is to provide dependable service to all our guests at reasonable prices. Consequently, it's disappointing to learn that you're unhappy.Please accept my sincere apology. I do however want to let you know that after doing a research on your issue we have discovered that the room you stayed in was not registered under your name. There were unregistered guests in your room. the Front Desk Services Agent also showed you the room before giving you the room. We showed you rooms. And you liked the 2nd room. You stayed in the room for days and the 3rd day you checked out after 3pm when our hotels checkout time is 11am. We apologize that you did not like our hotel and services.I like to inform you that our hotel is under new management and ownership and going through a renovation and the 2nd room that you stayed in for and half days was a new and renovated room. In this case we can not offer any refund or discount as we the hotel provided satisfactory accommodations.We look forward to serving your future lodging needs

Dispute Resolution Department Revdex.com NBroadway, Suite St.louis, MO Dear Valued Guest, Thank you for your feedback and commentsWe appreciate you writing to us about your recent stay with usI am concerned about the issues you experienced at our hotel
during your visitI am writing to thank you for taking the time to bring this matter to our attentionWe accommodate many guests each evening, and we strive to make their stay a satisfying oneThe principle goal of our hotel is to provide dependable service to all of our guests at reasonable pricesConsequently, it’s disappointing to learn that you’re unhappyPlease accept my sincere apologyI do however want to let you know that after doing a research on your issue we have discovered that the your reservation was through a third party website www.hotels.comWe credited the hotels.com credit card on file provided by hotels.comYou will need to contact hotels.com customer service for any further disputes as it has nothing to do with us now I like to inform you that our hotel is under new management and ownership and going through a renovation and updating rooms and hotelWe hope you will choose to stay with us againWe look forward to serving your future lodging needsSincerely, *** *** General Manager

Ms *** paid for a week's stay at the weekly rate of $plus tax, a total of $Her stay dates for this payment were from March to March to March 17, On March 13, there was a hot water pipe break that was six feet underground.This was a inch main hot water pipe that supplies
water from the boiler to the hotel. The management hired ** *** Utilities Company who worked nonstop, night and day and restored hot water on March During this time, the cold water supply was continuously maintained and no other utility was disconnectedThe management advised the guests that if they need refunds, they can check out and the management will refund them their unused nightsMany guests did check out with refunds for the nights that they did not use, while some guests chose to stay onWhile we are apologetic that there was a discontinuation of the hot water supply, we do maintain that the matter was taken care of in the most efficient manner and overtime was paid to restore hot water supply as soon as possibleThe guests who who did choose to stay on at the hotel did so with their own consent while being fully aware that the hot water pipe is being replaced Ms *** checked out on her regular check out date, that is March after utilizing her full seven night stayThe management does not think that a refund is due at this time to Ms ***supporting documents can be provided upon requestThank you for your time

We have received this email in errorWe sold the business on February 2ndKindly update your records and contact the new management regarding this complaintThankyou?

Mr *** *** checked in on Friday June at am in the morningHe paid for a week's stay in a regular room at the extended stay rate of $plus tax, a total of $for seven nightsHis current check out date is Friday June Mr*** came to the desk on 6/19/and
complained that the toilet was blockedHe mentioned nothing about any bugs in the room.? It was put on the maintenance man"s service listSometimes guests put food and grease in the toilets and sinks and they get clogged, which the management takes care ofBut when the maintenance man went to room *** to fix the toilet, Mr *** did not let him enter the room and told him that the toilet was working fineWhy else would the maintenance man show up at his door and not fix the issueMr *** has stated himself that the toilet was flushing fine and the maintenance guy left.Later that night, around midnight, Mr *** showed up at the desk again and created a scene at the front desk, used high toned foul language with the front desk associate and demanded his toilet to be fixed at onceThe girl told him that we are an economy hotel and maintenance person only comes in from 9am to 5pm, and that we do have a plunger at the desk for emergency useMr *** again created a scene in the lobby upon which he was informed that if he would not leave the lobby immediately he would have to be evicted from the propertyIn the morning at am, his toilet was uncloggedUpon receiving of this complaint, room *** has been checked and we have found no traces of any bugs in the room and his toilet is still working fineDue to these reasons, the management does not see a need to issue any kind of refunds at this timeThank you

Initial Business Response /* (1000, 5, 2015/07/01) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@aol.com
Ms [redacted] checked in with her church group at about 3:19 pm on June 27, 2014. None of the guests in her group who had made prior...

reservations with the discounted group rate had to wait for the rooms to be ready. The only wait was for them to wait for their turn to get checked in as they all came together and had about 15 rooms. There were several people in their group who had not called ahead to make reservations like they were advised. But management still gave them the discounted group rate and accomodated them on an extremely busy weekend when there were no rooms available anywhere.One of those guests who didnot have a reservation had to wait 15 minutes in the lobby for their specific room type to be ready. That room number was 309 and it was handed to them in a timely manner as promissed. Ms [redacted] has specifically mentioned [redacted],, Room [redacted] is open for inspection any time. The room has a smoke detector and no bugs of any kind. The mattresses are clean and stain free. we rent our bed linen from [redacted] Linen comapny. The sheets arrive washed and ironed from the linen company. They are not fitted but are the correct size and can be tucked well under the beds. Property maintains a rigorous pest control program and the rooms are sprayed periodically for bug prevention. The elevators are cleaned and maitained on a daily basis. Ms [redacted] has stated that some of their group members checked out because of major issues..thats incorrect. none of the group rooms checked out early. records can be provided if required. The group checked out on the morning of June 28th and left without any complaints. Ms [redacted] also stayed the full night in her room. We have a policy at the Lodge that if the guests dont find the hotel suitable to their needs at checkin, we refund them their full amount if they have not used the room or facility. while we are unhappy that Ms [redacted] didnot enjoy her stay, she and her church group stayed the entire duration of their stay, hence the management will not be able to issue a refund. The property and the rooms specifically [redacted] are open for inspection at any time. thank you and have a nice day.

Ms [redacted] paid for a week's stay at the weekly rate of $154.83 plus tax, a total of $200.00. Her stay dates for this payment were from March 10 to March to March 17, 2016. On March 13, there was a hot water pipe break that was six feet underground.This was a 5 inch main hot water pipe that supplies...

water from the boiler to the hotel.  The management hired [redacted] Utilities Company who worked nonstop, night and day and restored hot water on March 15. During this time, the cold water supply was continuously maintained and no other utility was disconnected. The management advised the guests that if they need refunds, they can check out and the management will refund them their unused nights. Many guests did check out with refunds for the nights that they did not use, while some guests chose to stay on. While we are apologetic that there was a discontinuation of the hot water supply, we do maintain that the matter was taken care of in the most efficient manner and overtime was paid to restore hot water supply as soon as possible. The guests who who did choose to stay on at the hotel did so with their own consent while being fully aware that the hot water pipe is being replaced. Ms [redacted] checked out on her regular check out date, that is March 17 after utilizing her full seven night stay. The management does not think that a refund is due at this time to Ms [redacted]. supporting documents can be provided upon request. Thank you for your time.

See attached.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I have contacted the health department & I am wanting this hotel to refund myle my full stay plus expenses caused by this matter

We have received this email in error. We sold the business on February 2nd. Kindly update your records and contact the new management regarding this complaint. Thankyou

Than you for your feedback and comments.  We appreciate you writing to us about your recent stay with us.  I am...

concerned about the issues you experienced at our hotel during your visit.  I am writing to thank you for taking the time to bring this matter to our attention.We accommodate many guests each evening, and we strive to make their stay a satisfying one.  The principle goal of our hotel is to provide dependable service to all our guests at reasonable prices.  Consequently, it's disappointing to learn that you're unhappy.Please accept my sincere apology.  I do however want to let you know that after doing a research on your issue we have discovered that the room you stayed in was not registered under your name.  There were unregistered guests in  your room.  the Front Desk Services Agent also showed you the room before giving you the room.  We showed you 2 rooms.  And you liked the 2nd room.  You stayed in the room for 2 days and the 3rd day you checked out after 3pm when our hotels checkout time is 11am.  We apologize that you did not like our hotel and services.I like to inform you that our hotel is under new management and ownership and going through a renovation and the 2nd room that you stayed in for 2 and half days was a new and renovated room.  In this case we can not offer any refund or discount as we the hotel provided satisfactory accommodations.We look forward to serving  your future lodging needs.