Town House Inn

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ The customer did make a reservation at our hotel through a third partyThe room was held for the guest, when it could have been sold to someone elseThe guest did not make any contact with us until several days after the date of the reservationAt that time he discussed the situation with a manager and indicated he did not see a night bell that is available for after hours serviceThis bell has been used in similar situations successfully by hundreds of other guests and is quite obviously located, lit and labelledUnfortunately, the guests recollection of events has now changed from what was discussed with the manager he spoke toNow he indicates he rang the bell, when previously he said he did not see the bellBased on the circumstances, we are unable to refund the cost of the room held for the guest Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did my best to try to make contact with the hotel that nightNo one respondedI even called the hotel check call log They are telling a twisted storyI mentioned to the hotel manager I did use the bell, not sure where they are getting that from that I didn't use the bell Final Business Response / [redacted] (4000, 9, 2015/08/28) */ At this point, we gave all the facts we had in our previous response and the customer's new response does not add any new factsIn discussion with the manger that spoke to Mr [redacted] , he was directly asked if he rang the night bell and he responded that he did not see a night bellMr [redacted] called at around midnight the date of the reservation to confirm he would be coming and he was assured his room would be heldUnfortunately, there is nothing further we can do for Mr [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The new fact or the old fact is whoever was in charge of the night shift, didn't seem to care about the customers coming in late nightFirst of all I never said I called in at midnight, not sure where are you getting that fact fromI advise you to check your call logI had called in the evening around 9pmSecond "he did not see a night bell" where is that coming from? I never said I did not see a night bellPlease visit your neighbor hotel and even ask them I got their attention from the night bell and they had advised me that they are sold out Go ahead and read your reviews on all the website, majority of the people have nothing but negative things to say about your hotel and your customer serviceI am not the only one who had issues

Initial Business Response /* (1000, 5, 2015/08/17) */
The customer did make a reservation at our hotel through a third party. The room was held for the guest, when it could have been sold to someone else. The guest did not make any contact with us until several days after the date of the...

reservation. At that time he discussed the situation with a manager and indicated he did not see a night bell that is available for after hours service. This bell has been used in similar situations successfully by hundreds of other guests and is quite obviously located, lit and labelled. Unfortunately, the guests recollection of events has now changed from what was discussed with the manager he spoke to. Now he indicates he rang the bell, when previously he said he did not see the bell. Based on the circumstances, we are unable to refund the cost of the room held for the guest.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did my best to try to make contact with the hotel that night. No one responded. I even called the hotel check call log.
They are telling a twisted story. I mentioned to the hotel manager I did use the bell, not sure where they are getting that from that I didn't use the bell.
Final Business Response /* (4000, 9, 2015/08/28) */
At this point, we gave all the facts we had in our previous response and the customer's new response does not add any new facts. In discussion with the manger that spoke to Mr. [redacted], he was directly asked if he rang the night bell and he responded that he did not see a night bell. Mr. [redacted] called at around midnight the date of the reservation to confirm he would be coming and he was assured his room would be held. Unfortunately, there is nothing further we can do for Mr. [redacted].
Final Consumer Response /* (4200, 11, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The new fact or the old fact is whoever was in charge of the night shift, didn't seem to care about the customers coming in late night. First of all I never said I called in at midnight, not sure where are you getting that fact from. I advise you to check your call log. I had called in the evening around 9pm. Second "he did not see a night bell" where is that coming from? I never said I did not see a night bell. Please visit your neighbor hotel and even ask them I got their attention from the night bell and they had advised me that they are sold out.
Go ahead and read your reviews on all the website, majority of the people have nothing but negative things to say about your hotel and your customer service. I am not the only one who had issues.

Complaint: [redacted]
I am rejecting this response because:I did indeed request a refund. I spoke with both the night help and the morning help. I waited for the PROMISED phone call from the manager. I tried to call repeatedly.The price of the night was for a room,...

not for a room set for renovation with the many problemsshown in my original letter and photos.
Sincerely,
[redacted]

We were sold out that whole month. Our policy is that we do not do refunds and it is framed hanging in our lobby. She never complained about the room to us directly, so we cannot fix problems if we do not know there is one.

Business Response Attached