Travelodge

Hello, Thank you for notifying our office your concern at the Travelodge property in Mammoth Lakes, CA To assist in reaching a resolution, I’ve informed the property’s general manager of the situationThe general manager will contact the guest on or before August 23rdAs a company, we’re committed to delivering a great experience with every stay with us If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs Thank you!

Revdex.com: I have reviewed the offer 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

I can't figure out how to append this information directly to the complaint through your website. I just yesterday finally received a refund check from Travelodge, after the complaint was escalated to a Wyndham VP. I think it was from Travelodge corporate, rather than from the management... of the individual property, though hopefully somebody has read the riot act to the managers there. Regards, [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/06/18) */ June 6, To Whom it may concern Revdex.com [redacted] XXXXX RE: Case # [redacted] In the case with Ms [redacted] ***, the guest had checked into the room approximately 1:pm Saturday May 23, The guest was in a rush to check in early due to the fact she had a wedding to attendOur check in time is 3pm which we had waved the early check inn fee for the guestThe guest explained she wanted an hourly rate which we do not haveWe have only daily ratesShe stated she just wanted to get ready in the roomGuest asked for a smoking room for twoThe guest checked into room # [redacted] with no complaints at allThis room has painted wallsThe guest came down to the front desk at approximately 5:30pm and complain to the front desk clerkThe complaint was that she wanted a full refunded due to the fact the lamp shade wasn't tight enough and it was falling off of the wallThe front desk clerk went to the room with her to see that the lamp and shade were perfectly fineThe room was completely usedThe front desk clerk explained that if you stay in the room and use the room that we cannot give refund, but more than happy to change the roomThe guest went on to say she works at a hotel and if she stayed less than hours she can get a partial refundShe said she had taken pictures and would do whatever it took to get her money backGuest demanded corporate numberGuest called daily harassing managerGuest repeatedly told manager she would shut the property down, she explained she would report us to the Revdex.com if we didn't refund her money backWe do apologize for the unhappy stay but these are accusationsWe will be more than happy to accommodate on her next stay Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) It frustrates me that everything about this reply is falseYes, we checked in early because we needed to be able to change before the weddingThey did NOT waive the early check in feeHowever, they did only charge us $instead of the $that the gentleman originally said that it was going to beI NEVER asked for an hourly rate as we had every intention of staying in the room that nightNor did I state that we ONLY wanted to get ready in the room, simply that that was the reason we wanted to check in earlyAs soon as we entered the room we looked around and found all of the problems that I listed in my original complaintAgain, we didn't have time to complain at that moment because we were going to be lateThe lamp shade was NOT the only complaint, and it was NOT "perfectly fine"The room was also NOT completely usedWe sat our stuff down, changed and fixed makeup, and I dried my hands on one of the towels we were handedWe were in the room for less than minutesWe didn't shower, didn't even use the restroomThe front desk gal did come up to check the room and we personally showed her everything that I listed in the original complaintShe never offered us a different room but gave us the number for the owner and ASSURED us we would get a full refundWe did not call dailyWe called twiceOnce on the Monday after we were there when we were told that they would leave a message, and again on Friday after I hadn't received a call backI had to ask if I could speak to the owner several times before he finally told me that he was the ownerHe was rude, kept talking over me, accused me of lying, told me that he was not going to listen, and that he did not care what I had to sayI never even asked for a refund during this conversation, he talked over me so much that I couldn't even explain what had happened let alone ask for a refundI did ask for the corporate number as I felt that no business owner should treat ANY customer in this wayI had to ask several times before he actually gave me the numberNot once in the conversation did I say that I would make a report to the Revdex.com, since I did not even make that decision until AFTER I had talked to TravelLodge customer careWho informed me that they are no longer associated with this hotel, although they are still using the TravelLodge nameIt appalls me that any business owner would not only treat customers the way that he treated me but outright lie about the condition of the room as well as my interactions with him and other employeesThe response to my complaint is the ONLY time that I was ever even offered an apology by ANYONE associated with the hotel

Revdex.com Case #: Hotel Site #: 1***Customer Care Case #: 3*** Dear Contact: Thank you for notifying our office of the concern filed by [redacted] at the Travelodge property in Mammoth Lake, CA To assist in reaching a resolution, I’ve informed the property’s general manager of the situationThe general manager will contact the guest on or before April 10th As a company, we’re committed to delivering a great experience with every stay with us If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs Thank you, Jazmine MCustomer Care Specialist

hello, I am writing regarding *** ***We normally do not offer refunds at all, however, we are willing to offer a day refund. We can only offer a refund for up to days since the price offered to the guest was a discounted price. Thank you. Sincerely, General Management

I spoke with the businessShe stated that all of the information was correct and the reservation was booked for those nightsTheir policy is that unless a stay in canceled before pm the night before the stay will be charged to
the credit card on file, and in order to even finish a reservation the customer would need to provide that credit card numberAs the stay was not cancelled the fee cannot be returned as per the policy for the business

I am rejecting this response because:They did not respond to my personal email, they have not responded to credit card request there stil attempting to collect 3+ nights stay

Revdex.com Case #: ***
Hotel Site #: ***
Customer Care Case #: ***
Dear Contact:
Thank you for notifying our office of the concern filed by *** *** at the Travelodge property in *** Vally, CA.
We apologize that the property did not meet the
guest's expectations of our brand's high standard of guest service. Customer Care would like to offer 3,Wyndham rewards points as a goodwill gestureThis is a highly discounted stay at any Wyndham facility in the US or CanadaPlease advise if this is an acceptable resolution
Thank you!

we had no dog at the facility nor did we have noisy childrenGiven that there are multiple video cameras throughout the hotel, in sure it's obvious they are not actually referring to our room! Our complaint s came on the last day because we decided to ignore to poor service but once we experienced actual bites and witnessed bed bugs we made an obvious complaint!!!

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear *** ***,
Thank you for contacting Travelodge Customer CareWe sincerely apologize that your expectations of Travelodge were not met
While Travelodge is solely the franchisor of the Travelodge trademarks and
service marks to independently owned and operated Travelodge guest lodging facilities and does not control the day-to-day operations or management of this facility, we are committed to ensuring that good service and quality accommodations are provided by our franchisees
You have made us aware of an instance where one of our franchisees did not satisfy a valued customer and we take these matters seriouslyWe have notified the owner/operator of this facility and conveyed our expectation that he/she take steps to address the situation adequately, and asked that they contact you directly to discuss the situationAs the franchisee is in the best position to respond , please direct any further communications to:
*** ***
** *** Blvd
GS *** LLC
Mammuoth Lakes, CA XXXXX
(XXX)XXX-XXXX
Again, we apologize for any inconvenience and thank you for bringing your concerns to our attention
*** ***
Customer Care Representative
Initial Consumer Rebuttal /* (3000, 7, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response lets the business entirely off the hook in terms of taking and accepting what is their responsibility and some resolution, that being both the facility being closed down for fumigation purposes and my getting a refund ($352.00) for my stay thereI am still suffering the effects of the massive bedbug bites inflicted upon me during my stay there
As I mentioned earlier in my complaint, I DID communicate with the owner, Mrs*** both during my stay and after I came homeShe did not respond, so why would they now, if not pressured or required to by *** *** herself, or someone else directly connected with them through TraveLodge, being "committed to ensuring that good service and quality accommodations are provided" as specified here
As a paying customer, I deserve more, the very least being direct communication from either or both of the Patels
Sincerely,
*** ***
Final Business Response /* (1000, 16, 2015/08/13) */
Dear *** ***,
Thank you for contacting the Travelodge Customer Care department concerning your stay at the Mammoth Lakes, CA hotelWe sincerely apologize that the property did not meet your expectations of Travelodge's high standard of guest service
I would be happy to assist you in resolving your concern with this propertyPlease provide the following information to help me expedite the process:
Credit Card statement showing charges from the property
If you are sending a copy of a credit card statement, please black out your address, credit card number and any personal informationAll I need to see is your name on and the relevant charges to this case
If you have access to a fax machine, please fax the information to our office at X-XXX-XXX-XXXXPlease note your case number of XXXXXXX on the document
Once I have received this information, I will be in a position to evaluate your concern and determine what to do next
Thank you for your patience in this matter
Thank you,
*** ***
Customer Care

Me and my family checked into this hotel on July and checked out on July We stayed at this hotel to play in a local softball tournament which is a "stay and play" as in you have to say at one of their selected hotels to play in the tournamentOur entire team stayed at the hotelThe second day at the hotel one family indicated that there were bed bugs seen in their room and the hotel simply moved them to another room The day of check out, myself and my child had bite marks on our upper torso Upon packing up the vehicles, one of our team families showed me a cooler bag and asked me what the "bug" was that was crawling on in It was indeed a bed bugShe took it to the front desk where they proceeded to take it off the bag with tape, put it under a magnifying glass and confirmed it was a bed bug Several of us then went down to the front desk telling them about the bite marks The front desk staff indicated that they have never had a bed bug problem, and said that managem

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a
close, we would like to know your view on the matter.]
Regards,
*** *** ---It wasnt an issue of not being able to pay the day we found the bugs the manager got mad bc I made the complaint Thats when he told me he couldn't rent to me anymore im waiting on paperwork from health dept now backing up what they found in the room. SEE ATTACHED PICS FROM CONSUMER

The guest was caught and admits to using an open flame camp stove in a motel roomHer actions, while not only illegal, endangered the lives of every guest and me and my family in the hotelThe camp stove was not a candle but a highly flammable sterno type gel fuelThey specifically
requested a non-smoking room and then proceeded to smoke marijuana in the roomThe combined odors necessitated all the linens including pillows, bed spreads, mattress cover be washedThe room could not be rented for hours while we fumigated the room using a ozone generator and spray the ceiling and curtains with odor eliminatorThe fee we charge is is not only for the extra labor but for the loss of income due to the room being unable to be rentedShe was only charged the standard $fee.We allowed her to continue her stay another week, even though we were perfectly within our rights to tell her to leaveThe guest was aware of our policies upon check-in, knew she had broken the rules , and still caused an outrageous scene in front of other guests and children at check-out when she saw her bill

I have not heard from the business

Good Evening,I am responding to the above mentioned complaintDuring guest stay it was brought to our attention that there was an issue in roomThe guest had been in the same room for over a month with no complaint with no break in betweenGuest was moved to another room where no issues arose until they could no longer payAs a courtesy to the guest we were flexible and allowed them to pay daily after 4pmOur checkout time is 11am at which time payment is dueThis guest has previously complained to our corporate office twice and was compensated in the amount of Wyndham Reward points which is equivilant to approxiatematly $At this time per company policy we are willing to compensate as a courtsey a total of (1) nights stay $If at all possible we would like to view date stamped photos from guestIf there are any other concerns please feel free to contact us using the information below.*** ***Customer Care Associate

To whom it may concern,I am the general manager at the Travelodge in BarstowWe recently received a complaint regarding a guest named, *** ***The claims that the customer made are falseThe guest was given a price deal because tshe was going to be staying at the hotel for a few daysAs
any business and franchise there are few rules even with pricingEspecially when the guest was offered a discount when they wanted to stay for longer they were clearly told that they would not receive a refundThis was also clarified by our main Franchise, WhyndhamHowever, those few days the guest caused a lot of problemsThe guest used to put diapers and other smelly trash outside the room during our business hours and we had many guests who complained about thisThe housekeepers use to give her all the required toiletries as requested during service hoursEven then managers had given the guest toiletries when the guest asked after service hoursWe even gave them toiletries at the office counter when they wanted moreWe have cameras installed around the property, and if the Bureau or guest wants to see the room being serviced by the housekeepers or trash being placed outside during business hours, we will gladly provide proofThe guest had gotten full room service including new sheets every dayThe guest started to cause a lot of problem with the hotel, and when the guest check out, she made a complete mess of the room and vomited in the room everywhere including the carpetShe kept on putting her trash outside during busy business hours causing other customers to complain constantlyThe guest also argued with the supervisors and the housekeepers every day she was hereWe had to call our Franchise, Wyndham to tell them about what aa mess she had made of the roomEven Wyndham was surprised that she was causing a lot of problems for the hotelAlong with this letter, we have faxed proof of the hotel's complaint made to Wyndham regarding this guest. Sincerely,General ManagementTravelodge

Guest complaint on the 4th night of there stay about (dog barking) to front desk, when guest complaint, front desk agent went right a way to check where the dog was barking and found out it was outside of Travelodge property Front Desk agent told the guest there is nothing we can do, Because
is out side of Travelodge property, but front desk agent also offered guest to call law enforcement to helpGuest denide, and said guest will go talk to the owner of the dogThat is the only issue we had with this guest nothing elseBooking was made by 3rd party and there is no refund will be allowed (Terms and conditions for that bookig was no cancellation and refund will be allowed for any night)

We looked up this reservationOur system will automatically charge a deposit,$30, when someone checks inWe took a cash deposit from her but it automatically took a deposit by debit card, which was refunded when she checked outIt can take anywhere from 2-days for this to post which is noted in
the lobbyWe have no control over the time frame, the bank does

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** ---Consumer would prefer that you refund her by checkPlease let the consumer know when you will be processing the refund