ComplaintsforMadison Beach Motel of OC, INC

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked 2 rooms at this facility, upon arrival to their premises they advised that I had to pay $300.00 for security deposit in case of any damage to the rooms. We had 2 pets with us (a cat and a small dog), they allegedly claimed that the pets stayed in the rooms and therefore the security deposit was not refundable "on a good conscious" per manager James. They claimed they found pet's hair on the bed sheets as well as on some wood furniture, I advised that due to us being pet owners we would have hair attach to our clothing regardless. I requested for him to check footage and see for himself that the pets never went into any of the rooms we booked, the pets stayed in the truck we were driving (they were left with AC on, food and water as well. We felt discriminated because of our pets and having pet's hair on out clothing which is normal on pet's owners and the manager did not even try to assist in any way. I have photos of the hotel room showing that no damage was left. I also have photos showing how the room was when we checked in. I was not provided any invoice of the sign in sheet but I took a quick photo before handing it to the person who checked us in. It doesn't state that if pet's hair is found it'll be part of damage to the room. Their charge is totally based on allegations they claim just because they saw pets walking with us.

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/07/08) */ On 7/3/22 Mr ****** and party reserved two rooms with us at Madison Beach Motel, prior to check in it was observed that Mr. ****** and party had both a cat and dog in his vehicle. We informed Mr. ****** that we are not a pet friendly facility and that his pets would not be allowed in the rooms, and that if he was caught with animals in his rooms he would lose the $150 security deposit that was put down on each room. On 7/4/22 the day of check out our staff observed guests from both rooms removing crates with animals inside from within the rooms and sitting them on the benches out front of the rooms. This was corroborated in the attached incident report. Upon further inspection both rooms were found to be littered with animal hairs therefore Mr. ****** was charged the $150 security deposit for each room. Consumer Response /* (3000, 7, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is still based on allegations. The reporter indicated that she saw a lady walking out with a cage (which never occurred). The pet's dad had a back-pack where he had two (not one) pets and they were brought from the car to the one of the benches (which are outside of the rooms) because we were getting ready to check out. Also, the report says 11AM? I checked out before 11am and the lady who was upfront even asked if everyone was gone, I said yes, everyone is gone (all this happens before 11am). How can they do a report after everyone was gone and claim they saw the lady walking out of the room when in fact the back-pack sat on the bench for some minutes, the pets never went into the room, again, there was cameras all over and they can corroborate. Also, on the photos provided by the business, you can only see one place where there is animal hair which is on the wood furniture, and again, as pet owner's you would have your furs hair attached to your clothing (pure logical). The other 3 photos provided are from human hairs. Both pets are white, therefore the photos provided don't represent damage or even littering as it will be normal usage or you don't have customers with hair? I find it hard to believe. Moreover, the "crate" mentioned above in the response stayed in the truck the whole entire night with the pets in it. Can they provide accurate information along with proper documentation (would prefer a video of the allegedly lady walking out of the room with the cage) to support their allegations? Business Response /* (4000, 9, 2022/07/13) */ Mr ****** we have provided all supporting documents for this case and are well within our rights to collect the security deposits for the damages incurred. No further comments will be provided.

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