RevDex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . Please add your rejection comments below. This is in response to a complaint I filed in October. Salem Inn responded on 10/20/15 and I was never made aware until 11/4/2015. Very unprofessional on the BBBs part. My response is: The Salem Inn ( [redacted] ) never ever said she would refund our money. As a matter of fact I was on the phone with [redacted] at the time and the customer service rep heard her speaking and saying they were booked and we could check out but we would NOT be refunded. [redacted] is rude, ignorant and unprofessional. The room was disgusting and smelled. It is NOT up to code. I have photos to prove it. You cannot rent out a room that has mold, cracked walls/ceilings and smells like a dead body has been in there. Air freshener doesn't help when there's a wet, moldy smell. There was horrendous rain from the hurricane days prior. The window was left open and made the room smell. I seriously doubt anyone would stay in that room and not complain. [redacted] should have bent over backwards to find us other accommodations. The room was way below the standards of what we paid for. It's unacceptable. As for the cleaning people, they left for the day at 3:00? The cleaning woman who did try to rectify the situation told us she was leaving for the day and her replacement who was just coming on her shift would keep checking our room to see if the dehumidifier was working. So, again, [redacted] is a liar. I am not letting this go. I am calling the Board of Health today. I am going on every social media site and posting the photos from the room. I will also be contacting an attorney. They are thieves and stole our money. I want it back! Regards, [redacted]
This checked in at 11:am, went to the room and came back to the desk ordered the front desk clerk to come and smell it. Our front desk clerk did so and said it didn't smell to her but that she could have the housekeepers spray the room with air freshener as well as put an air cleaner
in the room. We were fully booked and were unable to move her to an alternate room. She was informed that if she wanted to check out we could refund her money if we were able tore sell the room. She was upset that she couldn't have her money back right at that moment, was very loud and rude in our reception area and to our staff. Finally, after about a half hour she left with her family, with room keys. She returned the Inn later that afternoon came to the front desk at 4:30pm and checked out. Now we were unable to try and resell the room as it had been used and the cleaning staff had left for the day.
The room was and is fine as we rent it to other guests the way it is. It is unfortunate that this guest was unhappy with our accommodations, but it is not because it is not up to code. I believe it is just not to her liking.
Sincerely,
***
the Salem Inn
We charged the $250 fee on September 14, 2017, the day of check out. We have all guests sign a no smoking surcharge agreement at the time of check in, which you did sign. When you checked out of the room it did indeed have a strong odor of cigarettes. We had to wash all the linens in the...
room, air the room out and use an ozone machine to rid the room of the odor. It is our policy to charge this fee when this occurs as we are a non-smoking establishment.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Dear [redacted], It is our policy to charge a $250 fee if a room smells as if it has been smoked in at check out. We did not charge the fee 2 weeks after you checked out, we charged it the day you checked out on September 14, 2017. Maybe because you disposed of the cigarettes in the trash of the room is why the room had a strong odor of cigarettes. I apologize that we didn't respond back to you yesterday as I was out of the office. Your initial email was answered and then left for me for today. Today I received a complaint from the Revdex.com as well as a post on our [redacted] page regarding this. I am disappointed as I wasn't given the chance to rectify the situation as I didn't even read the emails until this morning. Again, it is our policy to charge this fee and is not due to a disgruntled employee or any personal reasons. We want all our guests to have a good experience while they are here as well as once they've checked out. I would have refunded the fee today as it was a misunderstanding as you said you threw away all your cigarettes in the trash of the room and "smoked" cigarettes do have a strong odor. Sincerely,[redacted], Manager
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
This is in response to a complaint I filed in October. Salem Inn responded on 10/20/15 and I was never made aware until 11/4/2015. Very unprofessional on the Revdex.coms part. My response is: The Salem Inn ([redacted]) never ever said she would refund our money. As a matter of fact I was on the phone with [redacted] at the time and the customer service rep heard her speaking and saying they were booked and we could check out but we would NOT be refunded. [redacted] is rude, ignorant and unprofessional. The room was disgusting and smelled. It is NOT up to code. I have photos to prove it. You cannot rent out a room that has mold, cracked walls/ceilings and smells like a dead body has been in there. Air freshener doesn't help when there's a wet, moldy smell. There was horrendous rain from the hurricane days prior. The window was left open and made the room smell. I seriously doubt anyone would stay in that room and not complain. [redacted] should have bent over backwards to find us other accommodations. The room was way below the standards of what we paid for. It's unacceptable. As for the cleaning people, they left for the day at 3:00? The cleaning woman who did try to rectify the situation told us she was leaving for the day and her replacement who was just coming on her shift would keep checking our room to see if the dehumidifier was working. So, again, [redacted] is a liar. I am not letting this go. I am calling the Board of Health today. I am going on every social media site and posting the photos from the room. I will also be contacting an attorney. They are thieves and stole our money. I want it back!
Regards,
[redacted]
RevDex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . Please add your rejection comments below. This is in response to a complaint I filed in October. Salem Inn responded on 10/20/15 and I was never made aware until 11/4/2015. Very unprofessional on the BBBs part. My response is: The Salem Inn ( [redacted] ) never ever said she would refund our money. As a matter of fact I was on the phone with [redacted] at the time and the customer service rep heard her speaking and saying they were booked and we could check out but we would NOT be refunded. [redacted] is rude, ignorant and unprofessional. The room was disgusting and smelled. It is NOT up to code. I have photos to prove it. You cannot rent out a room that has mold, cracked walls/ceilings and smells like a dead body has been in there. Air freshener doesn't help when there's a wet, moldy smell. There was horrendous rain from the hurricane days prior. The window was left open and made the room smell. I seriously doubt anyone would stay in that room and not complain. [redacted] should have bent over backwards to find us other accommodations. The room was way below the standards of what we paid for. It's unacceptable. As for the cleaning people, they left for the day at 3:00? The cleaning woman who did try to rectify the situation told us she was leaving for the day and her replacement who was just coming on her shift would keep checking our room to see if the dehumidifier was working. So, again, [redacted] is a liar. I am not letting this go. I am calling the Board of Health today. I am going on every social media site and posting the photos from the room. I will also be contacting an attorney. They are thieves and stole our money. I want it back! Regards, [redacted]
This checked in at 11:am, went to the room and came back to the desk ordered the front desk clerk to come and smell it. Our front desk clerk did so and said it didn't smell to her but that she could have the housekeepers spray the room with air freshener as well as put an air cleaner
in the room. We were fully booked and were unable to move her to an alternate room. She was informed that if she wanted to check out we could refund her money if we were able tore sell the room. She was upset that she couldn't have her money back right at that moment, was very loud and rude in our reception area and to our staff. Finally, after about a half hour she left with her family, with room keys. She returned the Inn later that afternoon came to the front desk at 4:30pm and checked out. Now we were unable to try and resell the room as it had been used and the cleaning staff had left for the day.
The room was and is fine as we rent it to other guests the way it is. It is unfortunate that this guest was unhappy with our accommodations, but it is not because it is not up to code. I believe it is just not to her liking.
Sincerely,
***
the Salem Inn
We charged the $250 fee on September 14, 2017, the day of check out. We have all guests sign a no smoking surcharge agreement at the time of check in, which you did sign. When you checked out of the room it did indeed have a strong odor of cigarettes. We had to wash all the linens in the...
room, air the room out and use an ozone machine to rid the room of the odor. It is our policy to charge this fee when this occurs as we are a non-smoking establishment.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Dear [redacted], It is our policy to charge a $250 fee if a room smells as if it has been smoked in at check out. We did not charge the fee 2 weeks after you checked out, we charged it the day you checked out on September 14, 2017. Maybe because you disposed of the cigarettes in the trash of the room is why the room had a strong odor of cigarettes. I apologize that we didn't respond back to you yesterday as I was out of the office. Your initial email was answered and then left for me for today. Today I received a complaint from the Revdex.com as well as a post on our [redacted] page regarding this. I am disappointed as I wasn't given the chance to rectify the situation as I didn't even read the emails until this morning. Again, it is our policy to charge this fee and is not due to a disgruntled employee or any personal reasons. We want all our guests to have a good experience while they are here as well as once they've checked out. I would have refunded the fee today as it was a misunderstanding as you said you threw away all your cigarettes in the trash of the room and "smoked" cigarettes do have a strong odor. Sincerely,[redacted], Manager
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
This is in response to a complaint I filed in October. Salem Inn responded on 10/20/15 and I was never made aware until 11/4/2015. Very unprofessional on the Revdex.coms part. My response is: The Salem Inn ([redacted]) never ever said she would refund our money. As a matter of fact I was on the phone with [redacted] at the time and the customer service rep heard her speaking and saying they were booked and we could check out but we would NOT be refunded. [redacted] is rude, ignorant and unprofessional. The room was disgusting and smelled. It is NOT up to code. I have photos to prove it. You cannot rent out a room that has mold, cracked walls/ceilings and smells like a dead body has been in there. Air freshener doesn't help when there's a wet, moldy smell. There was horrendous rain from the hurricane days prior. The window was left open and made the room smell. I seriously doubt anyone would stay in that room and not complain. [redacted] should have bent over backwards to find us other accommodations. The room was way below the standards of what we paid for. It's unacceptable. As for the cleaning people, they left for the day at 3:00? The cleaning woman who did try to rectify the situation told us she was leaving for the day and her replacement who was just coming on her shift would keep checking our room to see if the dehumidifier was working. So, again, [redacted] is a liar. I am not letting this go. I am calling the Board of Health today. I am going on every social media site and posting the photos from the room. I will also be contacting an attorney. They are thieves and stole our money. I want it back!
Regards,
[redacted]