ComplaintsforCountry Inn & Suites Dundee

• Initial Complaint

  05/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I reserved a hotel for my fiance and his daughter for a basketball tournament that I was not going to so I called the hotel to let them know he would not have the credit card when he arrived. they said that they would email me a credit authorization and I could just fill that out and email back to them. Attached, you will see that there was a large information breach when they emailed me a completed authorization with another clients personal and financial information on it instead of a blank one. I called the hotel immediately to let them know what happened and they emailed me a blank one. When my fiance was checking in, I received a call from the hotel stating that I did not include the last four numbers of my credit card on the authorization form and they needed them to finish checking them in. I gave them the last four numbers and shortly after that call I received a call from my bank stating that they suspected a fraudulent purchase on my card from a company called CellPay for $103.00. I notified them that it was not my purchase but it was already pending and we had to wait for the charge to go through before we could dispute it. I called the hotel to discuss the situation since there was already a breach of information when they sent me another clients information and they told me that nobody from the hotel called for the numbers. I also inquired to make sure the hot tub was working before I booked because my fiance was having some minor back pain and wanted to sit in a hot tub. they assured me that it was working fine. When they arrived and checked in, not only was the hot tub not working, but there was no heat in the room either. When he asked if that could be addressed they said all the rooms were full. When he arrived back home, we decided to ask for a refund on the room due to the several issues we had with this hotel. After exchanging a couple emails, which I will also attach, they only offered 50% off one night at the same hotel. We would like a full refund.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stayed at Country Inn and Suites in Dundee Michigan for 5 nights from March 10-March 15th, 2023. On my final morning, my daughter and I were eating the free breakfast provided by the hotel in the breakfast area, where two staff members (one of which was the manager on duty) we’re having a conversation complaining of tasks. The staff said the word “retarded” in front of my daughter and myself. I am a disabled American and my daughter has special needs. Retarded is considered a slur against disabled people and those with cognitive delays. I asked the staff - did she just say that word in front of my daughter? She denied it at first, then admitted to it and said, so what, she’s not directing it AT us so what is the big deal. I tried, while dealing with a panic attack, to explain why that’s hurtful and unacceptable language. I then tried to speak to the manager only to discover the manager is the one that was also in the conversation. She made it clear she would do nothing regarding the incident so I had to file a complaint through Radisson Corporate, which told me as of today that they consider the issue resolved because hotel staff reported I fabricated the incident to her out of paying for an expensive hotel stay. I have a trust finding paying for the hotel stay - it’s not about the money directly for me but I am uncomfortable having ANYONE pay over $600 just for my daughter and I to be exposed to hateful slurs against disabled people. Perhaps staff didn’t realize I am disabled and don’t understand that this is just as offensive as being called the N word if I was Black or the F word if I was gay, etc. Radisson claims to promote diversity and inclusivity for their guests and failed completely in this visit and I am struggling to get a resolution due to hotel staff being dishonest.

  Business response

  04/20/2023

  Hello, we do want to extend our apologies for how this situation escalated. We have done some research on language use in the workplace. The word that was in use was never directed to a person, it was 100 % used in a context talking about an object. We will continue to do our best to ensure staff and team members are very conscious of what we say. Again our apologies for any misunderstanding and miscommunication. We now have monthly inservice meetings with our staff on work place etiquette and word usage to ensure similar situations do not happen. Thank you, Country Inn and Suites of Dundee
  
  
  ******** ********** · Front Office Manager

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