ComplaintsforAmerican Inn and Suites
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Complaint Details
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Initial Complaint
07/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
on june 16 2024 i was charged for 4 guest rooms and cannot get the hotel to fix this issue. numerous emails have gotten nowhere and need help.Business response
08/14/2024
Please see attached responseBusiness response
08/14/2024
We have reviewed the complaint submitted by *** ******** regarding the charges for multiple
rooms during his recent stay at our hotel. We take all guest concerns seriously and would like to
provide a detailed account of the situation.
When Mr. ******** checked in on June 15, 2024, he provided his credit card and stated that he
would be responsible for paying for all rooms reserved. At the time of check-out, however, Mr.
******** informed us that he was not responsible for the charges associated with one of the
rooms, which he claimed was for his friend, Mr. ****** *********.
To resolve this issue, we attempted to contact Mr. ********* using the phone number provided.
Despite multiple calls, we were unable to reach Mr. ********* to confirm his willingness to
assume responsibility for the charges. Given that Mr. ********* had not signed any check-in
forms or provided their own payment information, we ultimately credited the amount for that
room back to Mr. ********.
Subsequently, Mr. ******** disputed the charges with his credit card company, and as a result,
a credit was issued to his account. Attached is copy of the check-in documents, showing Mr.
******** signed the check-in form for Mr. ********* and the various communications with
Mr. ******** and our staff attempting to resolve the matter.
Our actions were in full compliance with standard hotel procedures, and we made every effort to
address the situation amicably. We hope this explanation clarifies the matter. Please let us know
if any additional information is required.
Thank you for your understanding and assistance in this matter.
Sincerely,
American Inn & SuitesCustomer response
08/14/2024
Complaint: ********
I am rejecting this response because: I have the business card from the front desk stating where each room was paid for, so how could I have been liable for all rooms?
Sincerely,
*** ********Initial Complaint
05/13/2024
- Complaint Type:
- Facilities Issues
- Status:
- Answered
I paid the business $215.84 for a 2 night stay at the hotel plus a $50 cash deposit. I received my room key, went to my room pulled back the bedspread and this revealed bugs and pubic hair in the bed. I immediately returned to the front desk and asked for a refund and was refused. The receptionist called the owner and the GM ****** and both refused to refund my money.Business response
05/17/2024
This guest checked into their room and immediately notified the front desk of his disapproval of finding hair in the bed. Our front desk receptionist offered him a new room per policy, which he denied. He demanded a full refund and refused to leave the property until so. Our front desk receptionist informed him she did not have the authorization or access to give him a refund, however would leave his name and number and message with our manager to handle in the morning as one was not present at this time at (12 AM). He refused to leave the property and stayed in our lobby shouting profanity at our front desk receptionist as well as other guest who were actively checking in. He was shouting that we have bed bugs and not to stay here, when that is not the case nor was that ever a part of his original complain/Issue. Our front desk receptions was fortunately able to wake a manager who was able to authorize a full refund as well as his cash deposit of $50. This guest has been placed on our do not rest list as follows.Customer response
05/20/2024
Complaint: ********
I am rejecting this response because:
There response is inaccurate and misleading. I explained to the front desk staff that the bed had hair and bugs in the bed and immediately returned to the desk for a refund. She reached out and contacted a manager and the GM and owner both refused to refund my money. At no time did I use any profanity towards the receptionist or anyone else. I gave an honest review to would be customers. The health department is currently reviewing the situation and a police officer was called to the scene. The officer then convinced the owner who he spoke to on the phone to refund my money 2 hours after the incident began.
Sincerely,
****** *********
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.