Town & Country Hotel

Thank you for sharing information from Ms [redacted] *** We have reviewed this case in detail and are sorry Ms [redacted] had a negative experience with us To respond to the concern about the rude supervising desk clerk, we have addressed and corrected that concern by hiring two new front office management team members We also have a training manager arriving soon who will address better ways to handle circumstances such as this As we mentioned, our security staff is hours and, as part of their coverage, patrols all acres of our property We do apologize for any noise issues We would like to again apologize to Ms [redacted] and do thank her for her feedback and patronage Sincerely, [redacted]

The booking was under [redacted] for july 25 2015 to july 28 2015 The credit card was under my name Douglas [redacted] Again the complaint is your Hotel/motel was in filthy the motel area we stayed had garbage every were filthy floors and  a room with stains ect...  At the time of check in nothing was mentioned for a resort fee only a parking which I agreed to paylater you tried to get away with billing a second time when I all ready paid in full with hotwire all taxes and fees see attachment over $450  I called to talk to billing be received voice mail twice no one returned my call so I put in a credit card dispute and you fixed the charge but then recharged me for $119 my parking was only $42  Charging me for a so called resort fee when you place was more like a crappy motel Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Mr. [redacted], I don't see a record of your visit with us.  What were the dates of your stay and what name was the reservation under?  Please know that since you made your reservation with Hotwire it is their responsibility to inform you of the parking and hotel service fee.
Thank you,...

[redacted]

RE:            ID [redacted]
 
Thank you for providing us with Ms. [redacted]’s complaint filed with the Revdex.com.  Please know that we take the safety of our guests seriously and upon Ms. [redacted]’s finding that her purse was missing,...

immediately dispatched our security team to the room to investigate.  They filed their report at approximately 5:45 p.m. and Ms. [redacted] called the San Diego Police Department, who were there to take a report at approximately 6:20 p.m.; just over 30 minutes.  Our security, along with SDPD, escorted the guest back to the hotel room, after changing the keys, to make sure there was nothing missing from her guestroom and no one had entered.   It was found to be secure.   Unfortunately we did have problems with the key card and did apologize for this inconvenience to Ms. [redacted].
 
Please note that the meeting room where the event took place could only be entered with a badge from attendees of the Condor convention, which Ms. [redacted] was a part of.
 
We do have a 24/7 security team on property to assist with noise issues.  Security was not notified about Ms. [redacted]’s noise concern.
 
Lastly, it is policy that we need a form of payment to rent a room, so cash or a credit card is required to secure a guestroom.  I realize the inconvenience of this when a guest has had their credit card stolen and I’m sorry that this created added stress to an already stressful situation.  Ms. [redacted] did stay with us through March 16th so was able to secure payment for the guestroom.
 
Please let us know if you require anything further from us.  Mr. [redacted], Director of Rooms, will be contacting Ms. [redacted] personally to follow up on this complaint.
 
Thank you.  [redacted]

Revdex.com:
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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
A janitor from the hotel did enter the event room in question and proceeded to clear out waste while the room was open. He did not have a badge on. But he was gone way before my purse was stolen.Also, I had already secured the room with a reservation and with my credit card, and the hotel HAD IT ON FILE. Why then did they not charge the card in question for the rest of the days?  I simply did not have enough cash on me to satisfy their demands, and I asked for them to invoice me for the balance. The supervising desk clerk was officious and rude, and that added to my stress even further. Clearly they did not think an event such as this would have happened clearly. What made them think that I could just go to an ATM and get more cash? My debit card was stolen too.Why there were no other complaints about the noise in the hall, and where was security during the night? I did not call because I was trying to sleep. Maybe I should have; several times over. I don't see why I have to do the hotel's job, when I was not the only guest sleeping on that floor. I don't know why there were no other complaints. I'm not a mind reader.All I know is that the supervising desk clerk's lack of compassion and reason made me very angry, enough that a simple apology may not be enough. Trying to gloss over what for me was a real negative experience is no way to get me to back down. I expect that clerk to be disciplined.
Regards,
[redacted]

Thank you for sharing information from Ms. [redacted].  We have reviewed this case in detail and are sorry Ms. [redacted] had a negative experience with us.
 
To respond to the concern about the rude supervising desk clerk, we have addressed and corrected that concern by hiring two new front office management team members.  We also have a training manager arriving soon who will address better ways to handle circumstances such as this.
 
As we mentioned, our security staff is 24 hours and, as part of their coverage, patrols all 43 acres of our property.  We do apologize for any noise issues.
 
We would like to again apologize to Ms. [redacted] and do thank her for her feedback and patronage.
 
Sincerely, [redacted]

Review: On March 14, 2015, my purse was stolen from a convention dealer’s room at the Town & Country Hotel & Resort in San Diego while I was distracted by customers. I talked to hotel security and also the San Diego police about it. They said “it happens a lot here”. My purse contained basically my whole life: my master car keys, extra cash (about $500), my prescription sunglasses, as well as a small tin box containing my personal jewelry, and my identification and credit cards, which I stopped before any damage was done. But that was not the capper. When I went to open my room so that the police could ascertain my things were still inside and secure, the card keys did not work well. I was trucked to registration to replace the keys. These keys did work (at first) but the keypad was very slow to unlock.

That night, I tried to arrange with the hotel to extend my stay so that I could drive home on Monday morning instead of Sunday night. When I explained what happened, and offered to pay by check if the hotel would just invoice me, the supervising staff person was very rude and demanded cash up front. She explained that it was “hotel policy”. I had enough money In the bank to buy the place, but since I did not have enough cash on me to do what I needed to, this apparently did not matter to her. Given the frame of mind I was in, I felt that I was being treated like a criminal and told her I was going to sue the hotel if satisfaction was not given.

When I returned to my hotel room, again the card keys stopped working. I was forced to walk all the way back to registration to get them replaced yet again.

I called from my room to stop all my credit cards and get new ones issued, and I arranged with a friend to fax the money to the hotel to extend my stay. Then I settled down to try and sleep, but somewhere around midnight I heard kids running up and down the hall and laughing. Then I heard all the toilets flushing and showers running through paper thin walls, and more people running around outside (I was on the 5th floor; imagine that). Besides that, the tower I was staying in had only one functioning elevator, and one had to keep pushing the button to get it to stop. The other was stripped over with tape and was not working at all. Imagine what would have happened if there was an earthquake.Desired Settlement: The convention organizers were very sympathetic and helpful; the hotel was not. At the end of the day, if this is the way they treat all their guests it is no wonder there are so many complaints against it. I have read many. It was only a few years ago when I was there and it was a different place. It has run down so much since, and there is more crime in the area than ever. So I want to make sure that they are called to account for their rudeness and bad service. For my part, I will never stay at that hotel again, nor will I attend or work at any function hosted there again. Their hospitality is overpriced.

Business

Response:

RE: ID [redacted]

Review: I have a gift certificate with an expiration date on it that they will not honor as it is past the expiration date. I purchased this gift certificate. It did did not expire within 30 days of issuance. It was not issued in volume to a non-profit and the expiration date is not in capitals, nor is it on the front of the cert. As is the requirement under California Civil Code 1749.5 2d and 2d2. They say they have new management and so cannot honor it. I was told yesterday by [redacted] in the hotel that the previous management is still part owner a Mr. [redacted], which is who signed my cert. Today a [redacted] in the corporate office interupted me during my sentence and then hung up on me right after she told me they have new management that won't honor it. I would like a new cert issued for the same valuation. I have requested the allowance to use this cert and was denied by [redacted].Desired Settlement: Replace my gift certificate.

Business

Response:

August 20, 2014