Todd's lake country heating and air

Initial Business Response / [redacted] (1000, 5, 2015/11/30) */ To whom it may concern; This guest did check in at 3:amAt our hotel as a rule and most hotels, if a guest checks in that far in advance to check in time which is 3:PM, they are required to pay for two nightsThis guest was advised when he checked in of our policyFront desk did sympathize with the guest and let him have additional time as our check out is 11:amOnce our housekeeping staff leaves for the day a room that is occupied and then checked out of after the staff has left, is no longer sell ableWhether or not a staff member told the guest they were not losing their job for him is unknown as both employees involved in this situation are no longer employees hereI am unsure as to whom he was emailing at IHG and did not receive a response from as IHG and the staff at our hotel are trained and very diligent in their response to any and all guest needsI notified the management company in regards to this and we do apologize but unfortunately this situation is not requiring a refund of the guests money when the guest occupied the room essentially for two nightsHad the guest checked out before housekeeping left for the day making the room available to sell there would not be an issueIf there are any further questions please feel free to contact me at the contact infobelow Sincerely, Danielle [redacted] General Manager Holiday Inn Express-Fremont,IN N Old Fremont, IN 260-833- Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I strongly disagree with the given responseFirst of all, it states I was advised on check in of a policy that requires payment for nights on such an early check inIf that were the case none of this would've happenedI wouldn't have checked in, don't think many people would & it's absolutely not true It also states I occupied the room essentially nightsHow does a stay from 4AM Sun to 2:PM Sun, ten & a half hours constitute essentially nightsI readily admit staying another hour & a half, for a total of hours, but only after being told I was paying for another dayTwelve hours could be considered a half day or a day, but by no means can it be considered two daysUntrue As to my getting no response from IHG, a response stating they are trained & diligent doesn't make sense, is beside the point & still not a response The response mentions my check out being after staff had left made the room unavailable/not sellableThat is true & I understandWhat I don't understand is why there wasn't at least one person working at 2:on a weekendEither way, can a customer be liable for two days when the stay is under twelve hoursBesides, the room was available Saturday so renting at 4AM Sunday was already an extra day for them There response failed to mention the inaccurate billingI have two bills & both list check in on 8/15, one departing 8/& one 8/In reality, I arrived & departed on 8/The bill's got one of the four days listed correctThis alone gives me reason to doubt how they conduct businessAfter all is said and done, there response just confirms I was ripped off Both in there conduct & response, I feel certain the business took advantage of the situation & are being less than truthful in there response I will give Holiday Inn Express, Fremont Indiana very negative review's to let people know how they charged $for a 10-stay Final Business Response / [redacted] (4000, 9, 2015/12/03) */ Contact Name and Title: Danielle [redacted] General Manager Dear Guest, I am sorry to hear that you do not agree to my previous responseWe are a limited service hotel so I do not have housekeeping staff here after 2:pm I do apologize for thatI also have investigated your billingYes the second night is more but that is because the room was a higher rate for the second night it was also occupied for a longer period of time than when you arrived at 3:amI understand your concern in regards to you being charged for two nights I truly do, but I have spoken to my owners and they are firm on their policyWe do care about each and every one of our guestsOur staff did sympathize with you as they did cut the rate in half assuming you would depart by 12:pm that dayI would love to further assist you in this matter if you could call the hotel direct and ask to speak with me then we can resolve this issue on a more personal level OFFER: Speak to the General Manager Danielle [redacted] by calling the hotel direct at XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2017/02/27) */
To Whom it may Concern;
This guest is correct in the sense that we did charge them a smoking fee for two of the six roomsOur policy is we are a nonsmoking hotelUpon check out the guest are always advised to look over their billing for
accuracyThis guest did not do soWe were not trying to hide anythingI will attach the pictures from the roomsThe guest's manager or owner of the company called me and was explaining that they had smoked on the job site and emptied their pockets of the cigarette butts in the trash in their roomMy head housekeeper and housekeeping staff all in which are trained to notice these things and have been here many years said that there was smoke smell as wellIn this situation, they are instructed to deep clean the room and we are unable to rent those rooms for hoursThat is where the *** per room for cleaning fee comes fromWhen speaking to the gentleman I had asked him if the charges had been disputedHe stated they hadUnfortunately, once a charge is disputed there is nothing I personally can do until the dispute comes throughHe disputed the charges before I could even offer a resolutionHe then stated he was going to blast me on all social media sites and report me to the Revdex.com and ChamberI did state that I felt as though that was not very professional as he was refusing to listen to our reasoning behind the charges or to even offer a resolution as he had disputed the charges before he even attempted to speak with meI never once stated that the guest is sickWe value his business and at this time the only thing to do is await the disputeWe do not post any charges to a guest that we feel is not necessary and the staff always consults with me prior to posting any and all chargesWe are well known for our customer service and cleanliness and in this situation, we feel as though the appropriate action was taken
Sincerely,
*** **
General Manager

Initial Business Response /* (1000, 5, 2015/11/30) */
To whom it may concern;
This guest did check in at 3:amAt our hotel as a rule and most hotels, if a
guest checks in that far in advance to check in time which is 3:PM, they
are required to pay for two nightsThis guest was advised
when he checked
in of our policyFront desk did sympathize with the guest and let him have
additional time as our check out is 11:amOnce our housekeeping staff
leaves for the day a room that is occupied and then checked out of after the
staff has left, is no longer sell ableWhether or not a staff member told the
guest they were not losing their job for him is unknown as both employees
involved in this situation are no longer employees hereI am unsure as to
whom he was emailing at IHG and did not receive a response from as IHG
and the staff at our hotel are trained and very diligent in their response to any
and all guest needsI notified the management company in regards to this and
we do apologize but unfortunately this situation is not requiring a refund of
the guests money when the guest occupied the room essentially for two
nightsHad the guest checked out before housekeeping left for the day
making the room available to sell there would not be an issueIf there are any
further questions please feel free to contact me at the contact infobelow
Sincerely,
Danielle ***
General Manager
Holiday Inn Express-Fremont,IN
N Old
Fremont, IN
260-833-
Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I strongly disagree with the given responseFirst of all, it states I was advised on check in of a policy that requires payment for nights on such an early check inIf that were the case none of this would've happenedI wouldn't have checked in, don't think many people would & it's absolutely not true
It also states I occupied the room essentially nightsHow does a stay from 4AM Sun to 2:PM Sun, ten & a half hours constitute essentially nightsI readily admit staying another hour & a half, for a total of hours, but only after being told I was paying for another dayTwelve hours could be considered a half day or a day, but by no means can it be considered two daysUntrue
As to my getting no response from IHG, a response stating they are trained & diligent doesn't make sense, is beside the point & still not a response
The response mentions my check out being after staff had left made the room unavailable/not sellableThat is true & I understandWhat I don't understand is why there wasn't at least one person working at 2:on a weekendEither way, can a customer be liable for two days when the stay is under twelve hoursBesides, the room was available Saturday so renting at 4AM Sunday was already an extra day for them
There response failed to mention the inaccurate billingI have two bills & both list check in on 8/15, one departing 8/& one 8/In reality, I arrived & departed on 8/The bill's got one of the four days listed correctThis alone gives me reason to doubt how they conduct businessAfter all is said and done, there response just confirms I was ripped off
Both in there conduct & response, I feel certain the business took advantage of the situation & are being less than truthful in there response
I will give Holiday Inn Express, Fremont Indiana very negative review's to let people know how they charged $for a 10-stay
Final Business Response /* (4000, 9, 2015/12/03) */
Contact Name and Title: Danielle *** General Manager
Dear Guest,
I am sorry to hear that you do not agree to my previous responseWe are a limited service hotel so I do not have housekeeping staff here after 2:pm I do apologize for thatI also have investigated your billingYes the second night is more but that is because the room was a higher rate for the second night it was also occupied for a longer period of time than when you arrived at 3:amI understand your concern in regards to you being charged for two nights I truly do, but I have spoken to my owners and they are firm on their policyWe do care about each and every one of our guestsOur staff did sympathize with you as they did cut the rate in half assuming you would depart by 12:pm that dayI would love to further assist you in this matter if you could call the hotel direct and ask to speak with me then we can resolve this issue on a more personal level
OFFER:
Speak to the General Manager
Danielle *** by calling the hotel direct at XXX-XXX-XXXX