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Complaint Details
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Initial Complaint
05/20/2024
- Complaint Type:
- Facilities Issues
- Status:
- Answered
I booked a room on Friday may 17th, it was a 2 queen *** suite. The hotel was very busy and the room wasn't very clean to begin with. On Saturday morning the 18th I was getting out of the shower and walked into the room with the ***s and a mouse ran by. I called down to the front desk and explained what happened about ***** minutes later a man named Jersey came in I assumed he was their maintenance man. He was looking around and said he was looking for mouse droppings. The carpet is all dark and like I said earlier wasn't that clean so wasn't sure he would find anything anyway. He was unable to find the mouse that was in there but only looked in the room with the ***s and said they would leave some traps. When I was checking out the woman ***** working that the front desk was on a personal call and got off the phone to check me out. I explained what happened she was extremely rude and told me we'll the didnt find anything and dismissed me calling me a liar. I tried to talk to her more and asked for a manager she ignored my request and answered the phone. I was already upset about the situation and I tried to get some resolution and they just ignored me request and I left. They were beyond rude and treated me like I was a liar. I spent over 200 on a room the was dirty and was treated like nothing.Business response
05/20/2024
Thank you for staying and being our guests. We thank you for bringing up all your concerns to management and our front desk team. We are sorry you feel you experienced a mouse in one of our sleeping rooms on the 3rd floor during your stay, but after we examined the room, we did not find any traces of a mouse, or any likelihood of one being present in the room. Our property has never had any issues of this in the past, and we are on a committed routine with a pest control company that assist us with any findings of mice, insects, bedbugs, etc. on a monthly basis. It is not our intention to call you a liar, we just like to go off of the facts that are present to us at the time. We truly hope to acknowledge your concerns, and deliver a solution we both are comfortable with.Customer response
05/26/2024
Complaint: 21732960
I am rejecting this response because: you say you go off facts but the fact is no one came into my room until about 20 minutes afternoon i called down to the office about it.. we all know the mouse isn't going to stick around after I saw it and it heard me scream and took off running.. you are also saying that your not calling me a liar when you just said I feel like I seen a mouse. I don't feel like I seen a mouse I SEEN a mouse! Not only was the floor never swept and was dirty when we were in the room you are not going to find mice droppings on a dirty dark floor without doing a better inspection.. you sent a man up after 15- 20 minutes after I called down to complain about it. I also don't believe that you ha e never had any issues with mice or bugs as you claim.. that's not the worst part the worst part is when I brought it up when I was checking out I was told no kne found the mouse so it didn't happen I asked for a manager and the women we were speaking to decided to ignore my request and answer the phone... i am sorry but this has been the worst experience that I have ever had at any hotel I have stayed at would expect more from a hotel I paid over 200 a night at!
Sincerely,
*************************Business response
05/28/2024
I truly am sorry you feel this way. We can only go off of what is present to us, and as mentioned we had the room serviced before your arrival, and even after your departure, and no traces of a mouse were found from our professional crew that we outsource. We strive for you to have a wonderful stay with us, and from what you're describing that didn't happen. We are not in the business of calling our guests liars, and out of good graces we'd like to offer you half (50%) back from the rate you paid.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.