Thank you for contacting with regard to this guests complaintAfter reviewing the information and pulling up the guests stay details I spoke with the General Manager and the Agent that assisted the guest that eveningMr [redacted] checked in at 11:30PM on 1/16/and checked out the following morning on 1/17/During his stay we never received a call at the front office regarding issues with the heat in the roomWhen and if we receive guest complaints our staff is trained to handle such issues in a step-by-step processIn this case: If a guest calls about a problem in the room we proceed with the following, Go to room and diagnose issue (fixing)Offer to move guest to another roomIf it's late and guest is already settled in the room, offer to bring rospace heaterOffer verbal discount to guest if all options are exercisedApply discount immediately so that guests bill will reflect adjustment upon check-out.Unfortunately Mr [redacted] did not call to notify our front office team about the issues he was having with his heat during his stayWe had no way of knowing he was uncomfortable nor did he give us the opportunity to rectify the issue during his stayInstead, he brought it to the managers attention the next morning upon check-outWe value our customers feedback and we strive to make sure all our guests are comfortable during their stay at the Motel 6, [redacted] **For the inconvenience we will be refunding $to Mr [redacted] 's credit card account.Sincerely, [redacted] ***Front Office ManagerMotel - Lexington, VA###-###-####
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for contacting with regard to this guests complaint. After reviewing the information and pulling up the guests stay details I spoke with the General Manager and the Agent that assisted the guest that evening. Mr. [redacted] checked in at 11:30PM on 1/16/16 and checked out the following...
morning on 1/17/16. During his stay we never received a call at the front office regarding issues with the heat in the room. When and if we receive guest complaints our staff is trained to handle such issues in a step-by-step process. In this case: If a guest calls about a problem in the room we proceed with the following, 1. Go to room and diagnose issue (fixing)2. Offer to move guest to another room3. If it's late and guest is already settled in the room, offer to bring roll-in space heater4. Offer verbal discount to guest if all options are exercised. Apply discount immediately so that guests bill will reflect adjustment upon check-out.Unfortunately Mr. [redacted] did not call to notify our front office team about the issues he was having with his heat during his stay. We had no way of knowing he was uncomfortable nor did he give us the opportunity to rectify the issue during his stay. Instead, he brought it to the managers attention the next morning upon check-out. We value our customers feedback and we strive to make sure all our guests are comfortable during their stay at the Motel 6, [redacted]. For the inconvenience we will be refunding $20.00 to Mr. [redacted]'s credit card account.Sincerely, [redacted]Front Office ManagerMotel 6 - Lexington, VA###-###-####
Thank you for contacting with regard to this guests complaintAfter reviewing the information and pulling up the guests stay details I spoke with the General Manager and the Agent that assisted the guest that eveningMr [redacted] checked in at 11:30PM on 1/16/and checked out the following morning on 1/17/During his stay we never received a call at the front office regarding issues with the heat in the roomWhen and if we receive guest complaints our staff is trained to handle such issues in a step-by-step processIn this case: If a guest calls about a problem in the room we proceed with the following, Go to room and diagnose issue (fixing)Offer to move guest to another roomIf it's late and guest is already settled in the room, offer to bring rospace heaterOffer verbal discount to guest if all options are exercisedApply discount immediately so that guests bill will reflect adjustment upon check-out.Unfortunately Mr [redacted] did not call to notify our front office team about the issues he was having with his heat during his stayWe had no way of knowing he was uncomfortable nor did he give us the opportunity to rectify the issue during his stayInstead, he brought it to the managers attention the next morning upon check-outWe value our customers feedback and we strive to make sure all our guests are comfortable during their stay at the Motel 6, [redacted] **For the inconvenience we will be refunding $to Mr [redacted] 's credit card account.Sincerely, [redacted] ***Front Office ManagerMotel - Lexington, VA###-###-####
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for contacting with regard to this guests complaint. After reviewing the information and pulling up the guests stay details I spoke with the General Manager and the Agent that assisted the guest that evening. Mr. [redacted] checked in at 11:30PM on 1/16/16 and checked out the following...
morning on 1/17/16. During his stay we never received a call at the front office regarding issues with the heat in the room. When and if we receive guest complaints our staff is trained to handle such issues in a step-by-step process. In this case: If a guest calls about a problem in the room we proceed with the following, 1. Go to room and diagnose issue (fixing)2. Offer to move guest to another room3. If it's late and guest is already settled in the room, offer to bring roll-in space heater4. Offer verbal discount to guest if all options are exercised. Apply discount immediately so that guests bill will reflect adjustment upon check-out.Unfortunately Mr. [redacted] did not call to notify our front office team about the issues he was having with his heat during his stay. We had no way of knowing he was uncomfortable nor did he give us the opportunity to rectify the issue during his stay. Instead, he brought it to the managers attention the next morning upon check-out. We value our customers feedback and we strive to make sure all our guests are comfortable during their stay at the Motel 6, [redacted]. For the inconvenience we will be refunding $20.00 to Mr. [redacted]'s credit card account.Sincerely, [redacted]Front Office ManagerMotel 6 - Lexington, VA###-###-####