ComplaintsforDel Amo Inn
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Complaint Details
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Initial Complaint
06/27/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unresolved
I checked into a room I had reserved for a fam ************ indicated we had a child with us, through hotels.com for June 23rd 2023. I paid $144 for one night because of the pictures the hotel provided to hotels.com. When we opened the door to the room there was a very strong order of dirty water or ****************** It was supposed to be a non smoking room. Wires were exposed. Tiles were broken & wobbly. Shower curtain yellow & bath tub with used bars of soap. ************ nails on bed. *************** filthy. Wall moldings were coming off or completely off. Dirty & chipped walls. Plastic was wrapped on ************** was exposed not safe for a child. Window to bathroom was broken wouldn't close so it had a gap & no screen. Beds that you could feel when sitting on the bed. I requested a refund they said no & also said they offered me another room they never did & my child said they felt uncomfortable so we left ten mins after checking in. This place is disgusting & unsafe. falsely advertising what the location offers.Business response
08/10/2023
We will not be able issue a refund to the guest because there are no records of the guest notifying the front desk of issues in their room during their stay. The guest checked in around 4PM and the front desk agent received a call from Expedia around 7PM about the guest's concerns. At this time the guest could have been situated in another guest room, however no contact was made by the guest to the hotel staff. We notified the Expedia agent that another room was available for the guest.Customer response
08/10/2023
Complaint: 20240712
I am rejecting this response because:There was no one available to talk to at the front desk. Initially when we first got there front desk staff didn't provide us with information about the room etc. Just made us sign a form & handed the key. Very unwelcoming & acted like they didn't want to do their job. Secondly if another room had been provided we would have said no do the conditions of the original room. This place isn't safe for families. And Expedia wasn't the company that contacted them, it was hotels. If the location doesn't want to provide even a partial refund , at this point we've already lost more than what we reserved the bad room for & we just want them to know that they need to do a lot better because again children cannot and should not be staying at that location.
Sincerely,
***************************Initial Complaint
10/19/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Booked the hotel through *********** Arrived at the hotel and checked in. Went into the room ********************************************** flushed the toilet and came out with feces on her hand. I checked toilet and their was feces on the handle. See photo. I showed the person at front desk and they said they had no one to clean the room. She offered me a smoking room and I told her because my daughter has ****** I could not. Ahe then gave me cleaning supplies, gloves, cleaner, and a rag to clean thebroom myself. She reassured me would be refunded. I also attached pictures of the bed, which appears to have not been cleaned. I reached out to ********** and they said they reached out to the facility and they denied a refund.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.