From: [redacted] >Date: Mon, Mar 5, at 12:PMSubject: ID [redacted] responseTo: [email protected] To whom this may concern, I am writing this email in response to [redacted] .*** [redacted] was here on a group rate of per night for a cat show This rate also included their pet fee, which is usually per pet per nightDuring this weekend of February thru the rates for average hotel rooms in this area were going for to per nightSo as you can surly see the group rate was discounted greatly On the night of February when most of this group was arriving, we had a manger, a desk agent, and an executive housekeeper on property until after 8pm when usually we would only have one employee We did this so if there were any problems, complaints, or requests for anything everyone would get helped in a timely manner Any guest that came to the desk for any reason was helped immediatelyIn fact in [redacted] complaint to Choice Hotels he states and I quote " For fear of being treated badly with complaints he decided not to complain to hotel staff." But in his letter to you he states and I quote " Desk staff was never at the desk to take complaints." Which is very hard to believe, I had checked security footage and the desk was never without an employee for more then minThe fact that [redacted] stayed all nights and did not complain until after he left the hotel, and the fact that he never gave anyone of the staff the opportunity to correct any issues he had is the reason we are not discounting this already discounted rateFurthermore none of his pictures included any bugs of any kind nor did his complaint to Choice Hotels On that note our hotel is treated monthly by a licensed company The pictures he took of the door was the adjoining room door not the main door to the room As this is a pet room, pets do damage the rooms from time to time Since this particular damage happened the night before this group arrived there was no time to replace the whole door and strip of carpet Had [redacted] come to the desk and allowed us to explain or move his rooms we would have, as those downstairs adjoining rooms were in high demand that weekend I am including some attachments of other reviews from this same group along with the few complaints we had and what was done for them Sincerely, [redacted] *** General Manager
From: [redacted]>Date: Mon, Mar 5, 2018 at 12:01 PMSubject: ID [redacted] responseTo: [email protected] To whom this may concern, I am writing this email in response to [redacted].[redacted] [redacted] was here on a...
group rate of 99.00 per night for a cat show. This rate also included their pet fee, which is usually 15.00 per pet per night. During this weekend of February 23 thru the 25 rates for average hotel rooms in this area were going for 150.00 to 300.00 per night. So as you can surly see the 99.00 group rate was discounted greatly. On the night of February 23 when most of this group was arriving, we had a manger, a desk agent, and an executive housekeeper on property until after 8pm when usually we would only have one employee. We did this so if there were any problems, complaints, or requests for anything everyone would get helped in a timely manner. Any guest that came to the desk for any reason was helped immediately. In fact in [redacted] complaint to Choice Hotels he states and I quote " For fear of being treated badly with complaints he decided not to complain to hotel staff." But in his letter to you he states and I quote " Desk staff was never at the desk to take complaints." Which is very hard to believe, I had checked security footage and the desk was never without an employee for more then 3 min. The fact that [redacted] stayed all 3 nights and did not complain until after he left the hotel, and the fact that he never gave anyone of the staff the opportunity to correct any issues he had is the reason we are not discounting this already discounted rate. Furthermore none of his pictures included any bugs of any kind nor did his complaint to Choice Hotels. On that note our hotel is treated monthly by a licensed company. The pictures he took of the door was the adjoining room door not the main door to the room. As this is a pet room, pets do damage the rooms from time to time. Since this particular damage happened the night before this group arrived there was no time to replace the whole door and strip of carpet. Had [redacted] come to the desk and allowed us to explain or move his rooms we would have, as those downstairs adjoining rooms were in high demand that weekend. I am including some attachments of other reviews from this same group along with the few complaints we had and what was done for them. Sincerely, [redacted] General Manager
From: [redacted] >Date: Mon, Mar 5, at 12:PMSubject: ID [redacted] responseTo: [email protected] To whom this may concern, I am writing this email in response to [redacted] .*** [redacted] was here on a group rate of per night for a cat show This rate also included their pet fee, which is usually per pet per nightDuring this weekend of February thru the rates for average hotel rooms in this area were going for to per nightSo as you can surly see the group rate was discounted greatly On the night of February when most of this group was arriving, we had a manger, a desk agent, and an executive housekeeper on property until after 8pm when usually we would only have one employee We did this so if there were any problems, complaints, or requests for anything everyone would get helped in a timely manner Any guest that came to the desk for any reason was helped immediatelyIn fact in [redacted] complaint to Choice Hotels he states and I quote " For fear of being treated badly with complaints he decided not to complain to hotel staff." But in his letter to you he states and I quote " Desk staff was never at the desk to take complaints." Which is very hard to believe, I had checked security footage and the desk was never without an employee for more then minThe fact that [redacted] stayed all nights and did not complain until after he left the hotel, and the fact that he never gave anyone of the staff the opportunity to correct any issues he had is the reason we are not discounting this already discounted rateFurthermore none of his pictures included any bugs of any kind nor did his complaint to Choice Hotels On that note our hotel is treated monthly by a licensed company The pictures he took of the door was the adjoining room door not the main door to the room As this is a pet room, pets do damage the rooms from time to time Since this particular damage happened the night before this group arrived there was no time to replace the whole door and strip of carpet Had [redacted] come to the desk and allowed us to explain or move his rooms we would have, as those downstairs adjoining rooms were in high demand that weekend I am including some attachments of other reviews from this same group along with the few complaints we had and what was done for them Sincerely, [redacted] *** General Manager
From: [redacted]>Date: Mon, Mar 5, 2018 at 12:01 PMSubject: ID [redacted] responseTo: [email protected] To whom this may concern, I am writing this email in response to [redacted].[redacted] [redacted] was here on a...
group rate of 99.00 per night for a cat show. This rate also included their pet fee, which is usually 15.00 per pet per night. During this weekend of February 23 thru the 25 rates for average hotel rooms in this area were going for 150.00 to 300.00 per night. So as you can surly see the 99.00 group rate was discounted greatly. On the night of February 23 when most of this group was arriving, we had a manger, a desk agent, and an executive housekeeper on property until after 8pm when usually we would only have one employee. We did this so if there were any problems, complaints, or requests for anything everyone would get helped in a timely manner. Any guest that came to the desk for any reason was helped immediately. In fact in [redacted] complaint to Choice Hotels he states and I quote " For fear of being treated badly with complaints he decided not to complain to hotel staff." But in his letter to you he states and I quote " Desk staff was never at the desk to take complaints." Which is very hard to believe, I had checked security footage and the desk was never without an employee for more then 3 min. The fact that [redacted] stayed all 3 nights and did not complain until after he left the hotel, and the fact that he never gave anyone of the staff the opportunity to correct any issues he had is the reason we are not discounting this already discounted rate. Furthermore none of his pictures included any bugs of any kind nor did his complaint to Choice Hotels. On that note our hotel is treated monthly by a licensed company. The pictures he took of the door was the adjoining room door not the main door to the room. As this is a pet room, pets do damage the rooms from time to time. Since this particular damage happened the night before this group arrived there was no time to replace the whole door and strip of carpet. Had [redacted] come to the desk and allowed us to explain or move his rooms we would have, as those downstairs adjoining rooms were in high demand that weekend. I am including some attachments of other reviews from this same group along with the few complaints we had and what was done for them. Sincerely, [redacted] General Manager