Complaints

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a room(207) from September 11 to 15. Upon arrival in my room I noticed the air conditioner was on and noisy but the room was warm and humid. I tried to adjust the temp control and assumed it would cool down. I returned after dinner and found the room still warm and no cooling effect from the air conditioner and a lot of vibration and blower noise. I complained to the front desk and they sent a male employee who spent 20 minutes trying to adjust the thermostat to no avail. He then provided me with a box fan and stated that the air conditioner would be repaired the next day. - the ambient air temperature outside was in the low 90 degrees.Next day I came back from a conference I was attending and noticed no change - room was warm and muggy. Front desk person stated they had informed the hotel manager and that he would have the air conditioner fixed. Front desk person informed me no other room was available. Many of my colleagues had rooms that I spent time in that were cool and low noise air conditioners. I stayed in these horrible conditions for 3 nights with a rattling box fan. On the 4th night I was moved to another room (201) where I finally got a good nights rest under normal air conditioned and low noise setting. Another incident was when used the cloths iron to press my shirt it left a dark patch, spoiling the shirt. I noticed the iron had something stuck to the hot surface. I asked for a replacement and they sent me a replacement that was worse. I have spoken to many managers who say they have only recently been hired by the hotel. ********************* a manager stated that the Heneral Manager would contact me with a refund offer. Recently I found another manager has taken over named *************************. Hope youll can help resolve this issue. I will provide document and pictures upon request

• Initial Complaint

  12/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 12/23/2022 after weeks of inquiring why I was seeing weird charges on my credit card Residence Inn by Marriott in Visalia, California was able to charge me $1400 without providing me a written description as what and why I was being charged. These attempts would happen daily it just so happened that I made a large payment on that card which left enough room for Residence Inn by Marriott to take the payment they were attempting to collect. When I asked them what it was for many times the answers would vary from parking, purchases, and lastly damages which were not us. This is a sick attempt by this business at getting unsuspecting clients to pay for damages that were already there before we checked in. When we checked in we informed the staff we could not raise our window blinds because they required a remote... and stated theyd get us a remote to raise the blinds, so had we been given the remote in a timely manner we could have definitely noted that the window was cracked however over time the pressure from the door caused a piece to fall passed the blinds and scrape my shoulder. Recently I spoke to the manager ***** and when she told me I would have to pay for that window we never touched she immediately told me to go to my insurance which rose a red flag as to why she was pushing me to go through my insurance. We have asked nurmerous times for the general manager to reach out to us, but they refuse to do reach out to us.

  Business response

  01/13/2023

  
  Tuesday, January 10, 2023 
  ID: 18637372 
  

  Good morning Ms. ********, 
  

  Mr. ****** ******** sat down with the Vice-President of Operations & Sales and discussed all the issues that were brought up in the complaint letter to you. The property did remove the charge for the broken window, and they were moved to another room. We are working with them on the sheer curtain issue. Other than that, everything else is resolved. 
  Sincerely,

  ****** ******* 
  

  General Manager

  Residence Inn Visalia

  ###-###-#### 
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩