ComplaintsforNew Century Inn

• Initial Complaint

  09/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The complaint I have is over being harassed. I rented a room on 9/2/22 - 9/3/22. The room wasnt so clean, the shower curtain smelled of mold, the TV remote didn't work and I was still content enough to not complain. The rooms have no alarm clocks or way to tell the time. ******************** accidentally over slept and when we realized *************** called the front desk to tell them we would be going to pay the late checkout fee. Now the front desk worker was rude when we checked in and hung up on ************* before she was done talking. The fact that we called before she showed up should mean that we would be paying the fee. ************* was in the shower preciously to calling so needless to say she was in a towel and the staff came banging on the door like if she would break in. ************* was scare to open the door for fear that someone might see her exposed. She tried to talk through the door to tell her that we would be right out. But instead of letting us go in as we said we would ,(since we have e the deposit at least and card on file), she demanded the door be opened. Once she seen her ********** she still didn't let her close the door. Demanding a ********** woman in broad day light pull money from thin air. ************* asked repeated times to allow her to get dressed as she would be right there. Even said we would get the room again for the inconvenience. Now I'm not a unfair **** I was willing to let it go but the clerk came back as I was putting my bags in my car, ( before heading to the office to pay and return the remote and key). She was standing there yelling at me about the key and remote. And I told her I'd be right over but not I wouldn't rush for a person who was so rude to us. And she decided to say things about how she doesn't want our type in her hotel and to find some where else to go which we were trying to do. I asked her name after she said she was allowed so what she did to *************, she refused and threatened with police

  Business response

  10/31/2022

  Business Response /* (1000, 16, 2022/10/31) */ Letter to BBB Case # ******* To BBB: Hi , my name is ***** ****, manager at New Century Inn. We have been in business at San Gabriel City over 20 years. Thank you for inform us that some guest complained and sorry for reply you late. We are going to list some facts or Our company routines as follows : 1. The front desk will make courtesy call each room not checking out at 11:00 am each morning to remind them . This is posted In the "Notice to Guest" in the lobby. Rule #5 , "Guest staying after 12 Noon will be charged a late fee. The amount will be decided by manager. After 5 pm, it is assumed you are staying over and will be charged one day's rent plus late fee." 2. The front desk called them instead they called us, and front desk didn't hang up the phone . 3. The front desk first called the room 117, 117 guest told her they will stay till 2 pm. The front desk told them it will be $20. They agreed. 4. All the rent is paid in advance. This is done when all the guest checked in and is explicitly written down in guest registration card. "ADVANCE PAYMENT REQUESTED". At 11:36 am, the guest hasn't come to the lobby To pay the rent. So the front desk accompanied with housekeeper to collect the rent. They are supposed to come to lobby themselves. This is a cuurtacy to the guests. 5. The front desk knocked on the door, not banging on the door. She is not demanding the door be opened. She is only knocking the door outside and how could they perceived it as demanding ? The lady opened the door dressed and said "He is changing, we will pay" . She is kind of opened the half way. The front desk and house keeper were both there. The lady opened the door herself and they can see her dressed. The lady was dressed ! The front desk told her that she could wait outside. Looking no further, they make up the whole story . I'm sorry people can make up a story just to get refund. We accommodate to some missionary free rooms every year, but not for people trying to scam us for free room. 6. They did not pay. So the front desk went back again @11:46. On Saturday morning, we usually very busy. The housekeeper has a lots room to clean and the front desk has a lots of customer to take care of. If they didn't say they are going to check out @ 2pm, the front desk wouldn't go asking for the prepaid rent. They broke the verbal promise at the first place. 7. The front desk did not yelling at the guest for remote and key. The lady was dressed, and the man was in the shower! 8. We would refund the rent to them if it is our fault. It is over some guest not Familiar with our rules and procedures. If it was our fault, we would refunded it . In the complaint , a lot of them was untrue. They were not over harassed, but over exaggerated. 9. We were first notified by BBB letter dated Oct 4, 2022. 09/08/2022 Notify business of Dispute--------not received 09/23/2022 No response to first notice to business-----could not response because never received 09/23/2022 Have you heard from the company-----Could not because did not receive the first notice 09/23/2023 Remind of dispute to Business--------never received any Received the BBB first letter Oct 4, 2022. Couldn't remember when I called back, but I called back right away I received the last BBB email on 10/17/2022 Writing the response to BBB on 10/29/2022 We didn't reply to BBB in time, because we did not receive it. The guest state that we does not have alarm clock , the shower curtain smells, etc.It is all "water under the bridge", it is irrelevant to the complaint. We just renovate our rooms not long ago, especially changing the floor to wood floors, to get rid of the carpet smells. We are confident the rooms are kept well . The whole incident was about the guest want to stay late, promised to pay , went to the room twice , and they did not pay the rent. WE would rather they checked out instead staying. Because that increase our work load. They couldn't get along with people. Besides, the front desk lady is over 60 years old, couldn't banging on the door, demanding the door open, yelling at them . I don't really know what language exchanged between them. That's just their side of story. Hope this letter explained and can resolve the misunderstanding . Our company mission is to provide clean, safe, convenient, economical accommodation to San Gabriel City and surrounding as well. Sincerely, ***** **** Manager at NCI *******************************

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