Westfield Inn

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I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
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--------- Forwarded message ----------
From: <[email protected]>
Date: Wed, Jul 30, 2014 at 10:20 PM
Subject: Responding to complaint sent to Westfield Inn -...

ID: [redacted]
To: [redacted]
Westfield Inn & Suites
2929 Hempland Road
Lancaster, PA, 17601
###-###-####
 
To whom it may Concern,
 
Responding to complaint sent to Westfield Inn -  ID: [redacted]
First we would like to apologize for any inconvenience to the guest. We value all of our Guests and their satisfaction is our top priority. Let me say first that first we do not agree with guests remarks about hotel property. We have reviewed the complaint sent to us and seem‘s there is a gap between the two sides, as noted our staff was very accommodating and had offered change of rooms or refund but seems the message might have been lost in transmission to manager next day due to extremely busy weekend.
Regardless of the issue and or misunderstanding, we are happy to refund the guest full amount of $72.15, and close this dispute. Again we understand this should have not happened, had the guest followed up once directly we would have settled the dispute immediately.  We also request that this not be posted publicly on any website.
Please inform us via email or in writing when we can proceed with giving refund.
 
Thank you
WestField Inn & Suites

Review: We arrived at the Westfield and made a payment in full for a one night stay as required by the receptionist at the front deskAs we walked back to the room we noticed that the hotel lobby, halls, and room were filthy, smelled of cigarette smoke, and appeared not to have been cleaned on a routine basisThe bed linens smelled, were greasy, and yellowThe walls and carpets looked and smelled dirtyThere was a strong smell of stagnate air and something rotting in the roomWe left to go to another hotel and called Westfield within minutes of leaving to inform them that we would not be staying the nightThe receptionist at the Westfield front desk offered another room but we indicated that we did not want another room and that we instead wanted a full or partial refundThe receptionist said that she would check with the manager about a refund and would call us backWestfield never returned our call and did not reverse any of the original credit card charge for the room.Desired Settlement: Refund all or part of the room charge
Business
Response:
--------- Forwarded message ----------
From: <[email protected]>
Date: Wed, Jul 30, at 10:PM
Subject: Responding to complaint sent to Westfield Inn - ID: [redacted]
To: [redacted]
Westfield Inn & Suites
Hempland Road
Lancaster, PA,
###-###-####
To whom it may Concern,
Responding to complaint sent to Westfield Inn - ID: [redacted]
First we would like to apologize for any inconvenience to the guestWe value all of our Guests and their satisfaction is our top priorityLet me say first that first we do not agree with guests remarks about hotel propertyWe have reviewed the complaint sent to us and seem‘s there is a gap between the two sides, as noted our staff was very accommodating and had offered change of rooms or refund but seems the message might have been lost in transmission to manager next day due to extremely busy weekend
Regardless of the issue and or misunderstanding, we are happy to refund the guest full amount of $72.15, and close this disputeAgain we understand this should have not happened, had the guest followed up once directly we would have settled the dispute immediatelyWe also request that this not be posted publicly on any website
Please inform us via email or in writing when we can proceed with giving refund
Thank you
WestField Inn & Suites