Windmill Inn at Sun City West

I am very sorry that Ms [redacted] is unable to move past her dissatisfaction with our inability to give in to her demandsAs we did nothing wrong and as I pointed out in my previous answer followed Arizona law in our right to not continue to give extensions to Ms *** We did a thorough audit of the billing for Ms [redacted] and she was paid in full with a zero balance, requiring no refundMs [redacted] in an attempt to vilify us publicly has visited at least one other web site ,there for even if we were able to settle this dispute with the Revdex.com the damage to our reputation is already doneWe hold the Revdex.com in very high esteem and are some what surprised that the expectation would be settle with this lady to make the complaint go awayThis is not a stand we are able to takeWe are well regarded in our community and by the majority of our guestsIf we were to follow your suggestion it would open the door to this kind of reputation damaging threat to all hotels in the areaI guarantee you, that if there was cent owed to Ms [redacted] we would have paid itIt was the guest herself that made it impossible to give her more extensions and up to that point we had been very sensitive to her situation and still after all this hope that she has been able to find housing and move on to a successful future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I *** *** would like to rebuttal and reopen this complaint this resolution to this complaint is not to my satisfaction and it made me feel like I was wrong about the complaint it was disgraceful and no solution just her opinion from the assistant manager which is not a response but a way to say not our fault chalk it up and move on not acceptable.their is no resolution to this complaint from her or the company.*** ***
Regards,
*** ***

Dear Ms Mosley,
I must start by saying that we were stunned to hear of this complaint would be an understatement.  Every member of our staff worked diligently to help this guest. She is correct in saying that on her first night stay we did have a computer issues that resulted in an extra...

night charge. We not only corrected the issue but gave her a comp night. I also tried to talk to her bank but the bank she uses does not release funds at the request of a business which is a common practice at most banks .At this time as the bank would not release the authorization I told her we would only bill her for $55.00 Plus tax,  that night only as that was all she had in her account. I left on vacation that night and she convinced my desk clerk that the new rate of $55.00 was for her entire stay even after I had been quite clear to her that it was a one night favor to help her out! When I returned and mentioned it to her she said that she must have misunderstood and since she was a single mother with obvious financial issues I mistakenly authorized her to continue at that rate.  Every guest has their credit card authorized for the entire stay at check in. This is done by every hotel at check in, any guest who extends their stay would have the amount of their new nights authorized when they extend. As this guest was staying on a night to night basis, each night was being authorized daily. Also as this guest had assorted people help paying for some nights there were written authorizations as well that had stipulations of what they would pay for. Pre authorization was not applied only to this guest, but to ALL guests of the hotel. The reason we chose to discontinue extending this guests stay were several but the biggest issue was that she harassed every shift almost every day that we were continually over charging her  in which case she was actually paying much less than every other guest in the hotel. She would do this while there were other guests in the lobby who did not know her situation. She actually insisted that one of our front desk clerks balance her  bank statement to show there was  money missing, taken out by us. After spending an hour of OUR time doing this she was able to show the guest that she had NOT been charged for anything above the correct amount, but the next day she wanted me to look over her bank statement and when I told her I could not do that she again made a scene with another desk clerk that I would not help her. As for her mentioning Steven our General Manager he never had any contact with this lady. After many interactions with this guest it was decided that another property might suit her needs better. This guest was not allowed to extend further which is not an eviction.. We are not an extended stay property and Arizona is a right to give service state. We did do our very best to satisfy this guest and the fact that she did stay here, did use all the facilities there would be no reason to give this guest any kind of refund. Sadly the only outcome of this would be that we would think harder in the future before extending our generosity to someone as we honestly  felt we were helping this lady.
 
[redacted]

I am very sorry that Ms [redacted] is unable to move past her dissatisfaction with our inability to give in to her demands. As we did nothing wrong and as I pointed out in my previous answer followed Arizona law in our right to not continue to give extensions to Ms [redacted].  We did a thorough audit of the billing for Ms [redacted] and she was paid in full with a zero balance, requiring no refund. Ms [redacted] in an attempt to vilify us publicly has visited at least one other web site ,there for even if we were able to settle this dispute with the Revdex.com the damage to our reputation is already done. We hold the Revdex.com in very high esteem and are some what surprised that the expectation would be settle with this lady to make the complaint go away. This is not a stand we are able to take. We are well regarded in our community and by the majority of our guests. If we were to follow your suggestion it would open the door to this kind of reputation damaging threat to all hotels in the area. I guarantee you, that if there was 1 cent owed to Ms [redacted] we would have paid it. It was the guest herself that made it impossible to give her more extensions and up to that point we had been very sensitive to her situation and still after all this hope that she has been able to find housing and move on to a successful future.

I am very sorry that Ms [redacted] is unable to move past her dissatisfaction with our inability to give in to her demands. As we did nothing wrong and as I pointed out in my previous answer followed Arizona law in our right to not continue to give extensions to Ms [redacted].  We did a thorough audit of the billing for Ms [redacted] and she was paid in full with a zero balance, requiring no refund. Ms [redacted] in an attempt to vilify us publicly has visited at least one other web site ,there for even if we were able to settle this dispute with the Revdex.com the damage to our reputation is already done. We hold the Revdex.com in very high esteem and are some what surprised that the expectation would be settle with this lady to make the complaint go away. This is not a stand we are able to take. We are well regarded in our community and by the majority of our guests. If we were to follow your suggestion it would open the door to this kind of reputation damaging threat to all hotels in the area. I guarantee you, that if there was 1 cent owed to Ms [redacted] we would have paid it. It was the guest herself that made it impossible to give her more extensions and up to that point we had been very sensitive to her situation and still after all this hope that she has been able to find housing and move on to a successful future.

I have reviewed the response 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.

I [redacted] would like to rebuttal and reopen this complaint this resolution to this complaint is not to my satisfaction and it made me feel like I was wrong about the complaint it was disgraceful and no solution just her opinion from the assistant manager which is not a response but a way to say not our fault chalk it up and move on not acceptable.their is no resolution to this complaint from her or the company.[redacted]

Regards,

Dear Ms Mosley,

I must start by saying that we were stunned to hear of this complaint would be an understatement.  Every member of our staff worked diligently to help this guest. She is correct in saying that on her first night stay we did have a computer issues that resulted in an extra...

night charge. We not only corrected the issue but gave her a comp night. I also tried to talk to her bank but the bank she uses does not release funds at the request of a business which is a common practice at most banks .At this time as the bank would not release the authorization I told her we would only bill her for $55.00 Plus tax,  that night only as that was all she had in her account. I left on vacation that night and she convinced my desk clerk that the new rate of $55.00 was for her entire stay even after I had been quite clear to her that it was a one night favor to help her out! When I returned and mentioned it to her she said that she must have misunderstood and since she was a single mother with obvious financial issues I mistakenly authorized her to continue at that rate.  Every guest has their credit card authorized for the entire stay at check in. This is done by every hotel at check in, any guest who extends their stay would have the amount of their new nights authorized when they extend. As this guest was staying on a night to night basis, each night was being authorized daily. Also as this guest had assorted people help paying for some nights there were written authorizations as well that had stipulations of what they would pay for. Pre authorization was not applied only to this guest, but to ALL guests of the hotel. The reason we chose to discontinue extending this guests stay were several but the biggest issue was that she harassed every shift almost every day that we were continually over charging her  in which case she was actually paying much less than every other guest in the hotel. She would do this while there were other guests in the lobby who did not know her situation. She actually insisted that one of our front desk clerks balance her  bank statement to show there was  money missing, taken out by us. After spending an hour of OUR time doing this she was able to show the guest that she had NOT been charged for anything above the correct amount, but the next day she wanted me to look over her bank statement and when I told her I could not do that she again made a scene with another desk clerk that I would not help her. As for her mentioning Steven our General Manager he never had any contact with this lady. After many interactions with this guest it was decided that another property might suit her needs better. This guest was not allowed to extend further which is not an eviction.. We are not an extended stay property and Arizona is a right to give service state. We did do our very best to satisfy this guest and the fact that she did stay here, did use all the facilities there would be no reason to give this guest any kind of refund. Sadly the only outcome of this would be that we would think harder in the future before extending our generosity to someone as we honestly  felt we were helping this lady.