The Poughkeepsie Grand Hotel

The business has responded Please see below: The [redacted] did not notify the Hotel of their bed bug complaint until seven months after their overnight stayBoth before and after the [redacted] ’ June **, stay at the Hotel, the very same room was occupied by many other guests without complaint, nor has the Hotel received a complaint from guests of other rooms regarding bed bugs or other pestsThe Hotel has a comprehensive professional pest control program which includes a weekly extermination regime as well as quarterly examination by dogs trained to identify the presence of bed bugs [redacted] reported finding bed bugs in her own home and belongings and has drawn a conclusion that the source of that infestation was the HotelIn view of the fact that no bed bugs have been reported at the Hotel before or since their stay, it is submitted that their belief is clearly mistakenWhile we certainly sympathize with their most unfortunate experience, we are unable to take any action to resolve their concerns

The business has responded Please see below: On March **, 2014, [redacted] called and made a reservation checking in on May **, and checking out on May **, A confirmation letter was emailed to her stating our rates and the total amount of her stayOn December *, 2014, [redacted] called and added May **, to her reservationOn January *, another confirmation letter was emailed to her stating our rates and the total amount of her stayUpon check in on May **, 2015, she initialed the rate she was being charged for on her registration paperworkThe registration paperwork also shows the total amount of the stay which is the same amount as her confirmation letter sent to her on January *, Upon check out on May **, 2015, she signed her credit card receipt accepting the charges placed onto her credit card [redacted] was given the total cost of her stay in her confirmation letter that was emailed to her and which she acknowledges in her complaintShe also admitted in her complaint that she didn’t pay much attention to the priceThe hotel didn’t misquote the total price of her stay

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I have clearly explained the reason it took me months to file a complaint was because my father was dying and between working, spending time with him and trying to keep my home intact yes it took that longI honestly feel the hotel is trying to turn this around and making it look like I contacted the bugs from somewhere else, saying I said I had them in my home and my suitcasesOf course, the suitcases that we brought to their hotel I spoke with the exterminator who took care of us and he said this happens all the time when they deal with hotels, one person can react to the bugs and bites whereas another person wouldn't even know they had them, therefore not making any complaints and they too use bed sniffing dogsAll I can say is prior to this wedding , my husband and I had not gone anywhere This was our first over night stay in several years and then we go to this wedding stay overnight and the nightmare beginsI am not complaining of bad pillows or an uncomfortable bed, I am talking about a serious health hazard hereI understand its a he said she said situation but the fact remains the sameEven if the hotel is not willing to take any responsibility , my concern for another person's safety remains the sameThey call them bed bugs for a reason .I have not publicly bashed the hotel on any type of social media, I wrote what I consider a kind letter and they didn't even take the time respond to my letter Honestly, in my heart I feel they dismissed it because I have no way of proving anythingThey only responded after I filed my complaint to you Thank you! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The cost per night was misrepresented and falsely advertisedI was not made aware of the higher cost for Friday night until check-in In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

The business has responded.  Please see below:
The [redacted] did not notify the Hotel of their bed bug complaint until seven months after their overnight stay. Both before and after the...

[redacted]’ June **, 2015 stay at the Hotel, the very same room was occupied by many other guests without complaint, nor has the Hotel received a complaint from guests of other rooms regarding bed bugs or other pests. The Hotel has a comprehensive professional pest control program which includes a weekly extermination regime as well as quarterly examination by dogs trained to identify the presence of bed bugs. [redacted] reported finding bed bugs in her own home and belongings and has drawn a conclusion that the source of that infestation was the Hotel. In view of the fact that no bed bugs have been reported at the Hotel before or since their stay, it is submitted that their belief is clearly mistaken. While we certainly sympathize with their most unfortunate experience, we are unable to take any action to resolve their concerns.

The business has responded.  Please see below:
We understand that the [redacted] cite illness in their family as reason for their seven month delay in making their complaint known to the Hotel. It’s not that we fault them for that. However, due to the protracted time between the alleged occurrence and their report, it was impossible for the Hotel to either investigate the matter or take any remedial action were it found to be necessary. As previously stated, due to the professional pest extermination regime practiced at the Hotel and the absence of any other complaints, before or since, by guests of their room or any other rooms or events at the Hotel, we believe that the conclusion that their home bed bug infestation had its source at the Hotel is incorrect.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I have clearly explained the reason it took me 7 months to file a complaint was because my father was dying and between working, spending time with him and trying to keep my home intact yes it took that long. I honestly feel the hotel is trying to turn this around and making it look like I contacted the bugs from somewhere else, saying I said I had them in my home and my suitcases. Of course, the suitcases that we brought to their hotel . I spoke with the exterminator who took care of us and he  said this happens all the time when they deal with hotels, one person can react to the bugs and bites whereas another person wouldn't even know they had them, therefore not making any complaints and they too use bed sniffing dogs.. All I can say is prior to this wedding , my husband and I had not gone anywhere . This was our first over night stay in several years and then we go to this wedding stay overnight and the nightmare begins. I am not complaining of  bad pillows or an uncomfortable bed, I am talking about a serious health hazard here. I understand its a he said she said situation but the fact remains the same. Even if the hotel is not willing to take any responsibility , my concern for another person's safety remains the same. They call them bed bugs for a reason .I have not publicly bashed the hotel on any type of social media, I wrote what I consider a kind letter and they didn't even take the time  respond to my letter . Honestly, in my heart I feel they dismissed it  because I have no way of proving anything. They only responded after I filed my complaint to you.  Thank you!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] The cost per night was misrepresented and falsely advertised. I was not made aware of the higher cost for Friday night until check-in.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded.  Please see below:
On March **, 2014, [redacted] called and made a reservation checking in on May **, 2015 and checking out on May **, 2015. A...

confirmation letter was emailed to her stating our rates and the total amount of her stay. On December *, 2014, [redacted] called and added May **, 2015 to her reservation. On January *, 2015 another confirmation letter was emailed to her stating our rates and the total amount of her stay. Upon check in on May **, 2015, she initialed the rate she was being charged for on her registration paperwork. The registration paperwork also shows the total amount of the stay which is the same amount as her confirmation letter sent to her on January *, 2015. Upon check out on May **, 2015, she signed her credit card receipt accepting the charges placed onto her credit card. [redacted] was given the total cost of her stay in her confirmation letter that was emailed to her and which she acknowledges in her complaint. She also admitted in her complaint that she didn’t pay much attention to the price. The hotel didn’t misquote the total price of her stay.

Review: In the confirmation email sent to me after originally booking a room in January (for a stay in May), prices were quoted as, "$109.00 weekday and $159.00 weekend". It was booked long before our stay, so I didn't pay much attention to the final quote of $356.56, I was happy with the individual rates for the nights. There was NO disclaimer in the email. My assumption was that, staying on a Friday and Saturday night, that I would be receiving $109.00 weekday and $159.00 weekend as the prices for my two nights. In the days leading up to our stay, I re-read the email, and I thought the final quote was a mistake, to be fixed upon checkin. It was extremely disconcerting to checkin late at night, only to find our actual rate for Friday night was also $159. I had absolutely no recourse because it was so late and we had nowhere else to go. Had this been properly stated from the start, we would have stayed elsewhere. I'm shocked that this type of false advertising continually occurs with what I now know is a canned email response to all patrons.Desired Settlement: I would like a refund for the $50 price difference from what was advertised vs. what was charged.

Business

Response:

The business has responded. Please see below:On March **, 2014, [redacted] called and made a reservation checking in on May **, 2015 and checking out on May **, 2015. A confirmation letter was emailed to her stating our rates and the total amount of her stay. On December *, 2014, [redacted] called and added May **, 2015 to her reservation. On January *, 2015 another confirmation letter was emailed to her stating our rates and the total amount of her stay. Upon check in on May **, 2015, she initialed the rate she was being charged for on her registration paperwork. The registration paperwork also shows the total amount of the stay which is the same amount as her confirmation letter sent to her on January *, 2015. Upon check out on May **, 2015, she signed her credit card receipt accepting the charges placed onto her credit card. [redacted] was given the total cost of her stay in her confirmation letter that was emailed to her and which she acknowledges in her complaint. She also admitted in her complaint that she didn’t pay much attention to the price. The hotel didn’t misquote the total price of her stay.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] The cost per night was misrepresented and falsely advertised. I was not made aware of the higher cost for Friday night until check-in.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,