Travelodge of San Ysidro

Review: on 25 jan checked in totravelodge san ysidro. the room that I was assigned appeared to be clean but there was a slight moldy smell. I did not report this as I thought that maybe this was just due to the room being closed up. so turned on the fan. this did help some but there was still a slight moldy smell. the next morning I attempted to call the front desk but got no answer. I then went to breakfast, upon returning from breakfast, I attempted to explain the problem to 2 of the maids the maid told me that they could not do anything about it that I needed to call the front desk. I called the front desk and the call was received by a male attendant, I explained the situation. I was informed to go back to my room and a staff member would be sent to my room to investigate. I waited in my room for over 1 hour but no one showed. I again called the front desk explained that no one had showed and asked if I could be given another room as I had reservation for 2 additional nights. he informed me that he would send someone immediately to investigate the room and then he would decide if the problem could be fixed or if he needed to change my room. I told him that I had an appointment and that I needed to leave the room. He said ok they would take care of it. I left the room at 11:20 am. I returned to the hotel around 4:30 pm I went to the front desk and the manager stated that nothing was wrong with the room and that I had violated policy by not taking my belongings when I left that morning. I explained that I had reservations for 2 more nights and that I had informed the receptionist about that upon my checkin and that if there was an issue with me needing to take my bags out of the room why was I not told that in the morning when I lodged the complaint. The manager got upset and told me that I needed to leave and that he would refund my 2 remaning nights. He eventually allowed me to stay 1 night, but cancelled my 2nd night and banned me from Travelodge.Desired Settlement: I did nothing wrong only lodged a complaint. I would like one complimentary night for the night that was cancelled and I would like the ban to be lifted from me staying at Travelodge. I feel that this was one mans prejudice (manager David).

Business

Response:

Please note that Mr. [redacted] stayed in our property several times in the past.Our property has different types of rooms. Standard rooms and Deluxe rooms. Obviously at different prices. $5 US DIFFERENT.

Review: I PRE PAID for 5 Nights, not knowing if I was going to stay all 5 nights. That evening when I cheked in I told the person at the night counter that I was not sure if I would stay all 5 nights, that I would let him know in the morning of that descision. (Also because I was told from work that they where not sure if I needed to stay all 5 nights). In the morning when I walked to the front counter, there was NO person working the front desk, I was told by a person that was working In house keeping that No one works in the morning in the front desk, that if you have any issues or concerns, that u must use the lobby phone and dial "0"...Unfortunately, no one answers, and the number listed on the Business card at the front desk has a "Voice mail" that is de-activated..!!! I was not able to speak with someone to inform them that I was going to stay the rest of the 4 nights. I asked mt wife to bring me xtra clothing for the rest of the 4 days. When I got to the hotel later that day, my wife told me that the person who was now working the front desk (they start at 300pm) had called her to tell her that "I was a liar" and what other "Lies" we were planning on telling them. (my wife is 8 months pregnant) I walked to the front desk and the person told me that I had Lied to them and that the Manager needed to speak to me, the attendant then asked for my credit card and charged me a deposit of 150.00dls... Since the manager is not present in the Hotel, I needed to call him from the hotel lobby number. The Manager told me that I did not inform them that my wife was staying and Since I lied to them,I neede to leave the Hotel. (All of this while they are charging me 150dls again, and I had already paid for 5 nights). I told him that it was fine, I did not need to stay there specially the way they operate and the poor customer service skills that they have. I then requested a copy of the invoice showing that I was not being chargerd for the additional 4 nights, and they said NO.!!HORRIBLE SERVICE...Desired Settlement: Refund my four nights that I did not stay and my Deposit..!!

Business

Response:

To whom it may concern:

Please note that we have already contacted Mr. [redacted] on 5/17/2014 and advised him of

the refund for the remaining nights.

The refund was issued the same date of his departure 5/16/2014.

His $150 deposit was also released the same date.

Mr. [redacted] paid$ 229.44 at check-in. He was refunded$ 179.88. See folio attached.

Please note that he submitted a case with Revdex.com and Our Corporate Office the same date of

his departure.

Mr. [redacted] was also contacted by our corporate office and he was informed about the

refund.

Mr. [redacted] was informed to allow his bank from 3 to 7 business days to reftect these

transactions.

NO credit is due,

Sorry for any misunderstanding.

Thank you again for giving us the opportunity to explain this situation.

Review: ON JULY 1ST 2014 I SPEND THE NIGHT AT THAT HOTE, I DID MY RECERVATION TRHOUGHT CHEAP HOTELS .COM AND PAY FOR TWO ROOMS TO CHECK IN ON JULY 1ST 2014 AND CHECK OUT JULY 2ND 2014, THEY ASK ME FOR MY CREDIT CARD FOR THE $100 DOLLARS DEPOSIT, THEY PROMISED ME THEY WILL NOT CHARGE ME ANYTHING AND THAT WAS JUST A DEPOSIT AND IN THAT CASE WILL NOT APPEAR ON MY CREDIT CARD. WELL I HAVE AN EXTRA $100 DOLLARS CHARGE FROM THAT HOTEL ON MY CREDIT CARD, I CALL THEM A FEW DAYS LATER FOR MY REFUND THEY PROMISE ME THAT NO LATER THAN JULY 15TH AI WILL HAVE MY MONEY BACK, TODAY IT IS AGUST 13TH AND STILL HAVE NOT GOT MY MONEY BACK. CAN YOU PLEASE HELP ME RESOLVE THIS.Desired Settlement: I NEED THEM TO REFUND MY MONEY

Business

Response:

Please note that the $100 deposit was charged by error.

Review: [redacted] the rep canceled my two day stay without notice. He then told me I could dial #1 on phone to call for manager and then he cut off the service to the office phone. [redacted] needs the following: 1. More customer service training, hotel needs to pay back for charges and award me the points through [redacted].Desired Settlement: [redacted] needs customer service training. Apology, written because I had to turn to another hotel and pay more.

Hotel manager or company needs to pay for difference since [redacted] canceled without warning. [redacted] points need to be awarded. [redacted] need to find another job.

Business

Response:

Please note that Mr. [redacted] had a reservation to arrive on

6/29/2015 prepaid through [redacted].

We require every guest to sign our registration papers and

deposit for incidentals at check-in.

Mr. [redacted] just drew aweird line on the signature space. The

signature on his ID did not match.

He was asked several times to sign properly. He was very rude and refused to sign properly.

He was belligerent and threatened our staff. He stated he would sue our property for discrimination.Sorry, I do not see any discrimination in this case.

He was refused services for his beh*vior.

Reservation was cancelled with no charges.

He stated he did not book through [redacted] but his travel agent used [redacted] to book this room.

He was already informed to cont*ct his tr*vel *gent in order

to get * full refund.

WE did not charge him or his travel agent or [redacted] for this

reservation.

No other refund or compensation will be issued.

Regards

*. [redacted]President.

Consumer

Response:

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.

1. I want Revdex.com to view the video recording taken at this time of my visit. Video recordings tell the truth. Please request from manager and determine next steps. 2. [redacted] the rep was very rude and unprofessional. Example one: He asked me if I could contact the manager. I used the office phone and got a busy tone. When he told me he had canceled because my signature didn't match, I went to use the same phone and HE DISCONNECTED the phone preventing me to call the manager. Example 2: I showed him my signatures are never the same. I showed him. He still insisted it was me. Example 3: I told him I had previously stayed at this hotel without a problem, [redacted] would not listen.

Review: I booked through this company to stay at the travelodge in San ysirdo California. The main travelodge site said they accepted pets so we booked through them for 1 week. 3 nights into our trip we were notified that we could not have our dog and needed to leave. The contract I signed did state they would keep my deposit but said nothing about not refunding me for the 4 nights I did not stay. They would not give me the option to take her to doggy care instead and we were forced to moved hotels. I am not even sure what I signed because they did not give e a copy. No one will let me talk to a manager or help me resolve this issue and I am paying for 4 nights I did not stay in the hotel. Travelocity is refusing to help me in this matter and they are the ones who charged my card. I signed nothing saying I could not get in stayed nights back.Desired Settlement: I booked through this company to stay at the travelodge in San ysirdo California. The main travelodge site said they accepted pets so we booked through them for 1 week. 3 nights into our trip we were notified that we could not have our dog and needed to leave. The contract I signed did state they would keep my deposit but said nothing about not refunding me for the 4 nights I did not stay. They would not give me the option to take her to doggy care instead and we were forced to moved hotels. I a

Business

Response:

Please note that we have already answered this Guest on May 2 , 2013.

Please note that our hotel is not pet friendly. this is clearly advertised everywhere and at check-in.

Please find attached a copy of the registration papers where it clearly shows our nonsmoking and pet policies.

<<SMOKE FREE HOTEL NO ANIMALS ALLOWED.....$250 FOR SMOKING OR HAVING A PET AND IMMEDIATE REMOVAL>>

Mrs [redacted] put her Initials next to the policies and signed on the bottom.

Mrs. [redacted] snuck a dog into the room. WE had to follow our procedure and what she agreed at checked-in:

She was charged a $250 penalty and she was removed from our property.

Please find below a letter email to Mrs. [redacted] to her email address '[redacted].com'

Dear Ms. [redacted],

Thank you for contacting our Travelodge Customer Care Department regarding your experience with our San Ysidro Travelodge.

Please accept our sincerest apology for any trouble or inconvenience we may have caused you.

Please find attached a copy of the registration paper where it clearly showed our policies.

Your initials are next to our policies: SMOKE FREE HOTEL - NO ANIMALS ALLOWED - $250 FOR SMOKING OR HAVING A PET AND IMMEDIATE REMOVAL

I do apologize for this situation and thank you for taking the time to bring this matter to my attention.

As a consumer, I know how I expect to be treated. I am truly sorry that you felt that our staff failed to provide you with our very best while you were in our property.

I have discussed this situation with the manager on duty and your concern will allow me the opportunity to reinforce our procedures and our services.

Unfortunately after reviewing this case I cannot take as valid any of your comments.

The $250 penalty will stand.

Once again, I apologize for all the inconveniences we may have caused you.

Kind Regards,

President

Consumer

Response:

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.

I have sent 4 emails to them since that email with absolutely no response. They have refused to provide any proof my dog ever actually stepped foot on their property. When I asked for this they said if I didn't leave immediately they would call the cops and refused to show me any kind of proof that my dog was on their property. They have a trailer court next door that walks their dogs all over the property as well. I refuse to pay this fee with out proof provided that my dog was on their property. I also signed nothing stating I would be charged a fee and not get a refund for the 4 nights we had already paid for. No one return emails in response to either of these matters in the last two weeks. I paid for 4 nights I was not there and nothing I signed says you forfeit paid nights if asked to leave. I also don't understand how you can threaten someone with the cops because they asked for proof of a dog on their property. I have seen numerous complaints about this company doing that and forcing you to leave and not being willing to show any proof for the reason they are making you leave. Also not sure how a hotel can have a no pet policy but allow their trailer court people to have dogs that barked all night long and were walked every day on the property, which mine was not.

Regards,