Complaints

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This hotel by far one of the worst hotels we’ve ever stayed at considering the fact that we had to literally beg for hygiene supplies such as rags and towels. The front desk staff where very distant and made no eye contact they did not clean our rooms at all and when I made a complaint about it they pushed the issue under the rug and told us they only clean rooms every 3 days! That’s unacceptable, I ask for a refund they refused and said that it was a policy that only clean every 3 days and I replied and said that policy wasn’t in plan sight and *** the manager told me I should of looked at the sign posted on the sign, and that’s not how you treat your customers this hotel obviously needs new leadership who can treat the customers with respect!!!

  Business response

  07/10/2024

  This is in response to ** ****** complaint..the customer had only 2 nights reserved with us..

  Customer was told upon check in by front desk clerk that if they require housekeeping they would have to request it. We do change towels and trash everyday.

  Full service is provided every other day and it has been clearly mentioned on our site and front desks and has been mentioned to customer upon checking in.

  The customer returns the second day and throws a tantrum at the front desk. They were seeking a refund from the hotel. Front desk contacted me and I called the guest and explained that our policies are clearly mentioned everywhere but we would be glad to do it now and take care of them now by providing them with full housekeeping if they so wished… it would take my housekeeper 10mins to change out the sheets as the toiletries had already been taken care of, 

  They refused.

  They asked for 3 toilet papers and 3 facial tissues as they said they had run out although everything was fully stocked in their room in the morning.

  We did give them what they asked for…

  *** ****** was fine but somehow ** ****** only cared to get his money back even though they fully utilized the premises and took advantage of the hot breakfast that was served every Morning.

  Please understand that our industry has set high standards for our customers and we are more than Happy to provide our customers with these standards with a fully equipped room with microwave and refrigerator and smart TVs with access to internet and telephone.. And also complimentary Parking.. gymnasium..Pool…Full Breakfast and much more…

  However Some Customers would use anything as an excuse to either get their money back or get free nights. They try to intimidate front desk by screaming and yelling and throwing tantrums. We tried to accommodate them in every way and were very respectful to them and provided the guest every opportunity to take care of them. 

  Please feel to contact me if there is any questions I can answer in regards To ** ******.

  I have attached a snapshot of the hotel policy and housekeeping is mentioned in 

  Hotel Alert.

  Thank you for your time 

  ********* *

  ************

  Customer response

  07/10/2024

  It’s very sad this Hotel will continue to deny the facts, yes we did only spend two nights however this hotel once again did not have a visible poster explaining their policy on house keeping not sure why ********* will keep saying something that isn’t true. Also I did not throw a tantrum I was very calm with my approach to this situation and in fact the worker that day had trouble understanding the English language and she had trouble speaking English as well, so the entire experience was somewhat difficult for her apparently and wasn’t comprehending my complaint. I did inform the front counter that we needed supplies and her attitude was terrible only giving me towels when I also asked for rags and toilet paper. Once again I’ll keep saying this they did not mention that policy to us they are lying and as a hotel that’s bad business, and the reason I did not accept their little hand out was because I don’t kiss up to people who do not treat us fairly is and  we had to basically beg them to get the basic things we should of gotten while we where there and the fact this hotel was acting in the wrong sprit of customer service. Also yes I did ask for a refund because the customer service was terrible and the employees there were rude and very disrespectful to us we also talked to other customers and they had similar complaints about their stay the same time we were there they obviously have a pattern of bad customer service because we were not the only customers who had issues with them. It’s funny how *** would mention that I used the hot bar and our room was fully stocked not sure what that had to do with my original complaint very irrelevant she’s trying to distracts this situation from the facts. Yes I would still like a refund it’s not about the money for me it’s the whole principle of the matter this hotel needs better trained employees and ones who can speak and understand the English language. I’ve attached some pictures of our room just to prove how much we needed supplies and how the staff did not clean our room that day while the room across the hall way was being cleaned at the same time so that in itself was an issue for us they didn’t clean our room but cleaned the rooms across from us that doesn’t make sense to me at all.

  Business response

  07/24/2024

  The customer was provided every opportunity to get housekeeping when they requested but refused. Hotel clearly states on website housekeeping on every other day or upon request. When they asked for any extra toiletries, we provided.
  We tried to resolve the matter and take care of them as best as we could.
  They utilized the hotel and its amenities to the fullest and are still requesting a refund.
  The merchandise has been fully used. 
  A refund cannot be provided as there was no fault in the hotel. If upon request housekeeping could not be provided that was a different story but they were offered housekeeping when they asked but Clearly Refused.  Once again, we are sorry that they did not read the signs and alerts on website, but we did try to rectify their complaint while on property.
  Thank you for your time 
  Regards 
  

  
  

  Customer response

  07/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  ******* ******

   

  Once again this hotel isn’t telling the full truth about the signs being posted on their website or property they keep repeating this same old narrative about how we used all the resources when this matter is actually about basic customer service they refused to give, we only asked them why our room wasn’t cleaned and from that point it was all about denying and hiding the truth. The problem with this is they take your business but refuse to deliver simple room cleaning and the front desk staff was terrible when we made the complaint they are working together to evade the responsibility to the customers and for what ever reason they wanted to give us one roll of toilet paper and they after the complaint this hotel needs to be investigated asap for the way they run that place, I don’t think they should be allowed to do business until they can be truthful about the cleaning policy because it’s a very deceptive policy the signs were not made public in full view at this hotel at all . 

*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. ↩