Tropics Motor Inn

Initial Business Response /* (1000, 5, 2015/07/31) */
Dear Merchant Services,
This letter is in response to the chargeback notification letter dated June 23th, 2015, We have some points to stress and have enclosed a cop of the signed guest registration card that Ms. [redacted] filled out...

upon her agreement to rent the room. It clearly states that we have a no refund policy. We also have our rules and polio s posted in our office. Ms. [redacted] arrived on Friday, April 2 , 2015 for Coachella Music Festival_ She reserved one room with a Queen Size bed for two persons to check in on April 24, 2015 and checked out on April 27, 2015. She filled out Hotel registration card as required by our check-in procedures for all guests in order to rent the room, On the guest folio, she registered two guest (including herself) and later figured out she had another occupant staying in the room. She occupied the room for three nights and with her additional gue4s. There are two chargeback; one claiming is for the additional person we charged her at the time of check-inn and the other for her dissatisfactory stay during the festival. She stayed through the three nights at the hotel without having any complains about her room or hospitality. She held I e key to the room for all three nights, meaning she still occupied the room. She's made false cl * about the room's filthiness during her stay. No such remarks were made through out her three nights stay during the festival. If any of her statements were true, we would been out of business and the hotel would be closed down by the health department for hazardous health, reasons. e hotel was fully booked through the whole weekend, without any complaints made from any est. We would like to see proof of the photos of the room's that she attached to her chargeback letter claiming the unsatisfactory room condition. Furthermore, we would like to see the proof her accommodations that Ms, [redacted] claims that she stayed elsewhere during the Festival under her name. She is trying everything in her matter to get her refund back after spending the whole weekend at this property. Her reservation was made through booking.com, which the reviews prom all our guest exhibits how clean our rooms are and the satisfaction of service we provide to all our guest. Even at the time of her checkout day, she never came to the office nor did she speak to any
employee to mention any dissatisfaction during her stay and made no such remark Motor Hotel ensures that all rooms are properly maintained prior to the room be-
of her room or services. We serviced her room twice on the room filthiness. The management at the Tropics eat, clean and make sure everything is working and rented to any guest As a matter of fact, we remolded all our rooms; new paint, carpet, mattress with new bedspread, drape, and a new tub furnishing this year prior to the Coachella Festival. We are happy and proud of our staff and their good housekeeping. Also, we at the Tropics Motor Hotel and other Hotels do not have such requirement our guest to sign a checkout documentation because it is not necessary due to some guest opt to an early check-out.
The complaint is baseless and does not hold my merit. With this letter attached is a copy of the guest registration folio as well as a copy of their sales draft. In addition our stringent hotel nonrefundable policy at the time of check-inn that she signed and initialed. This is a legitimate charge made by the hotel for the services rendered and the guest is not entitled to receive any refund. Merchant Services need to reverse the charge back to the Hotel because there was no issue wit the room at all. Please feel free to contact us if we can be of further assistance in this matter.
Thank you,
Manager
Tropics Motor Hotel
The
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not stay at the Tropics hotel for one single min. I stayed at the Auga Caliente hotel. The accommodations were outstanding. I have pictures that show the unsanitary conditions of the Tropics hotel. Furthermore, If there were complaints by other hotel guests we would not hear about them from the hotel manager. There are numerous other complaints about the unsanitary conditions, and the employee's behavior on many travel sites. I regret not looking at the reviews prior to booking.
I have also requested a copy of the electronic key card log to room 110. This will show the electronic key was used once, and never used again. Services were never rendered by this hotel, and due to the conditions of the hotel they could not provide service. A full refund is the only option, if a company did not provide a service.
I will be contacting the Health Department regarding the unsanitary conditions on the Tropics Hotel. I will also, upload the pictures of the horrendous state the hotel is in.