Value Place Hotel - Columbus, Ohio (North I-270)

This statement is in regards to the above complaint that I just receivedThe only thing factual in the complaint is that the complaintant was here with family, that they had two rooms, a dog and left and the police were calledMs [redacted] did check in and notified us there was a “service” animal Policy states there is no “paper work” they have to have to prove it but the hotel can ask two specific questions as noted by ADA law; “Is the pet require for a disability?” and “What service does the animal perform?” Those two questions were answered and at that point my GSR (who is a male not the female she referred to) checked them in after the response was validThe status of the animal was in question because he was out of control and most service animals are notThat was never brought up to the guest except when I, the manager advised the gentleman, that all animals have to have a leashThis conversation happened as I opened the back door and the dog ran up to me and jumped on meHe had his hands full and told me the leash was upstairsI asked if he could make sure in the future the dog is leashed at all timesThis was the second day of the week long stayBy the 5th day of the stay it was time for their rooms to get housekeeping serviceAt ValuePlace we have a no refusal policy for housekeepingThey signed their registration card that states thatThat policy is in place so that things they are now alleging don’t happen and if it is found to be that way, a staff member would notify me and we would take care of itWhen the housekeeper went to the room they tried to refuse serviceMy GSR went to the room with the housekeeper and advised them that if they refused service, they would have to check outThey called down to complain and I backed up my team and they asked for the room to be cleaned later as they worked third shiftI complied and we agreed to a later timeAfter the rooms were cleaned the housekeeper didn’t report anything other than the guest were very messyThat same day, as the guests were leaving the room, the unleashed dog ran to the other end of the hallway and jump on my housekeeper(note: the dog is friendly, very friendlyI am not afraid of dogsSome people are and seeing a large animal running toward them is very frightening)The dog then urinated on the floor in front of herThe owner eventually came and got the dog and apologizedI immediately had my maintenance attendant shampoo the carpet in front of the roomThe form we got them to sign specified that we have the right to ask you to leave if the pet cannot be controlled or damages the propertyWe had been trying to get the form signed for several days and they finally didOn the day of check out at 11am they were not ready to check outWe extended the time by an hourEven at that time, they were in the laundry room washing clothesAt no point in time did she refer to any pests in the room, on their person, etcWe told them they have to go and they refusedAs per policy with any guests in that situation, the police are called to deescalate situationsA few things to note; we are not required to show video nor would the video be able to zoom in to the dog and watch it urinateMy employee was scratch by the dog when it jumped on her but it was a superficial scratchAt that point they could have been asked to leave without a refund because the dog was not leashedThe $($plus tax) was the fee used for shampooing the carpetAny balance over $requires immediate paymentI personally inspected the room after check outThe rooms were a disaster and I wanted to charge them for excessive cleaning as all guest are required to remove trash before checkoutI could not because the card on file was no goodRooms normally take minutes to cleanEach room average hours due to the extensive cleaningDuring the inspection and cleaning no pests were foundBoth carpets had to be shampooedIn closing, Ms [redacted] misrepresention of ValuePlace of very offensiveWe have not done anything out of order and do not see any validity in her claimShe never once brought up any of these issuesShe called corporate on the fifth day to complain about the $but didn’t mention bugs? She would allow her allergic children to stay in that? Needless to say bitterness will make you say a lot of thingsWe consider the matter closed Brian APTraveling Property ManagerSandpiper Property Management [redacted] ***

This statement is in regards to the above complaint that I just received. The only thing factual in the complaint is that the complaintant was here with family, that they had two rooms, a dog and left and the police were called. Ms. [redacted] did check in and notified us there was a “service” animal....

Policy states there is no “paper work” they have to have to prove it but the hotel can ask two specific questions as noted by ADA law; “Is the pet require for a disability?” and “What service does the animal perform?” Those two questions were answered and at that point my GSR (who is a male not the female she referred to) checked them in after the response was valid. The status of the animal was in question because he was out of control and most service animals are not. That was never brought up to the guest except when I, the manager advised the gentleman, that all animals have to have a leash. This conversation happened as I opened the back door and the dog ran up to me and jumped on me. He had his hands full and told me the leash was upstairs. I asked if he could make sure in the future the dog is leashed at all times. This was the second day of the week long stay. By the 5th day of the stay it was time for their rooms to get housekeeping service. At ValuePlace we have a no refusal policy for housekeeping. They signed their registration card that states that. That policy is in place so that things they are now alleging don’t happen and if it is found to be that way, a staff member would notify me and we would take care of it. When the housekeeper went to the room they tried to refuse service. My GSR went to the room with the housekeeper and advised them that if they refused service, they would have to check out. They called down to complain and I backed up my team and they asked for the room to be cleaned later as they worked third shift. I complied and we agreed to a later time. After the rooms were cleaned the housekeeper didn’t report anything other than the guest were very messy. That same day, as the guests were leaving the room, the unleashed dog ran to the other end of the hallway and jump on my housekeeper. (note: the dog is friendly, very friendly. I am not afraid of dogs. Some people are and seeing a large animal running toward them is very frightening). The dog then urinated on the floor in front of her. The owner eventually came and got the dog and apologized. I immediately had my maintenance attendant shampoo the carpet in front of the room. The form we got them to sign specified that we have the right to ask you to leave if the pet cannot be controlled or damages the property. We had been trying to get the form signed for several days and they finally did. On the day of check out at 11am they were not ready to check out. We extended the time by an hour. Even at that time, they were in the laundry room washing clothes. At no point in time did she refer to any pests in the room, on their person, etc. We told them they have to go and they refused. As per policy with any guests in that situation, the police are called to deescalate situations. A few things to note; we are not required to show video nor would the video be able to zoom in to the dog and watch it urinate. My employee was scratch by the dog when it jumped on her but it was a superficial scratch. At that point they could have been asked to leave without a refund because the dog was not leashed. The $56 ($50 plus tax) was the fee used for shampooing the carpet. Any balance over $50 requires immediate payment. I personally inspected the room after check out. The rooms were a disaster and I wanted to charge them for excessive cleaning as all guest are required to remove trash before checkout. I could not because the card on file was no good. Rooms normally take 45 minutes to clean. Each room average 1.5 hours due to the extensive cleaning. During the inspection and cleaning no pests were found. Both carpets had to be shampooed. In closing, Ms. [redacted] misrepresention of ValuePlace of very offensive. We have not done anything out of order and do not see any validity in her claim. She never once brought up any of these issues. She called corporate on the fifth day to complain about the $56 but didn’t mention bugs? She would allow her allergic children to stay in that? Needless to say bitterness will make you say a lot of things. We consider the matter closed.    Brian A. P. Traveling Property ManagerSandpiper Property Management[redacted]

This statement is in regards to the above complaint that I just received. The only thing factual in the complaint is that the complaintant was here with...

family, that they had two rooms, a dog and left and the police were called. Ms. [redacted] did check in and notified us there was a “service” animal. Policy states there is no “paper work” they have to have to prove it but the hotel can ask two specific questions as noted by ADA law; “Is the pet require for a disability?” and “What service does the animal perform?” Those two questions were answered and at that point my GSR (who is a male not the female she referred to) checked them in after the response was valid. The status of the animal was in question because he was out of control and most service animals are not. That was never brought up to the guest except when I, the manager advised the gentleman, that all animals have to have a leash. This conversation happened as I opened the back door and the dog ran up to me and jumped on me. He had his hands full and told me the leash was upstairs. I asked if he could make sure in the future the dog is leashed at all times. This was the second day of the week long stay. By the 5th day of the stay it was time for their rooms to get housekeeping service. At ValuePlace we have a no refusal policy for housekeeping. They signed their registration card that states that. That policy is in place so that things they are now alleging don’t happen and if it is found to be that way, a staff member would notify me and we would take care of it. When the housekeeper went to the room they tried to refuse service. My GSR went to the room with the housekeeper and advised them that if they refused service, they would have to check out. They called down to complain and I backed up my team and they asked for the room to be cleaned later as they worked third shift. I complied and we agreed to a later time. After the rooms were cleaned the housekeeper didn’t report anything other than the guest were very messy. That same day, as the guests were leaving the room, the unleashed dog ran to the other end of the hallway and jump on my housekeeper. (note: the dog is friendly, very friendly. I am not afraid of dogs. Some people are and seeing a large animal running toward them is very frightening). The dog then urinated on the floor in front of her. The owner eventually came and got the dog and apologized. I immediately had my maintenance attendant shampoo the carpet in front of the room. The form we got them to sign specified that we have the right to ask you to leave if the pet cannot be controlled or damages the property. We had been trying to get the form signed for several days and they finally did. On the day of check out at 11am they were not ready to check out. We extended the time by an hour. Even at that time, they were in the laundry room washing clothes. At no point in time did she refer to any pests in the room, on their person, etc. We told them they have to go and they refused. As per policy with any guests in that situation, the police are called to deescalate situations.
 
A few things to note; we are not required to show video nor would the video be able to zoom in to the dog and watch it urinate. My employee was scratch by the dog when it jumped on her but it was a superficial scratch. At that point they could have been asked to leave without a refund because the dog was not leashed. The $56 ($50 plus tax) was the fee used for shampooing the carpet. Any balance over $50 requires immediate payment. I personally inspected the room after check out. The rooms were a disaster and I wanted to charge them for excessive cleaning as all guest are required to remove trash before checkout. I could not because the card on file was no good. Rooms normally take 45 minutes to clean. Each room average 1.5 hours due to the extensive cleaning. During the inspection and cleaning no pests were found. Both carpets had to be shampooed.
 
In closing, Ms. [redacted] misrepresention of ValuePlace of very offensive. We have not done anything out of order and do not see any validity in her claim. She never once brought up any of these issues. She called corporate on the fifth day to complain about the $56 but didn’t mention bugs? She would allow her allergic children to stay in that? Needless to say bitterness will make you say a lot of things. We consider the matter closed.
 
 
  
Brian A. P.
 
Traveling Property Manager
Sandpiper Property Management
[redacted]
[redacted]