ComplaintsforCompass Hotel Medford

• Initial Complaint

  07/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  During my stay I had someone else hair plastered in my shower which is a huge sanitary risk. When I contacted management they offered only 12 dollars for 2 nights resort fee return. I didn't want to contest this with management because she was adamant about only providing the minimum resolution she can come up with. I do not accept this as this made my stay uncomfortable due to unsanitary conditions. I need a refund due to the unsanitary condition. By the way management did not offer to clean the bathroom again or the room.

  Customer response

  07/28/2023

  [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: 20325975

  I am rejecting this response because:

  I stayed at Compass Hotel Medford *********************** Medford OR *****. Contact the correct BBB office.

  Regards,

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

  Business response

  08/14/2023

  I am sorry to hear the guest had a hair in their shower, we strive to have a high level of standard of cleanliness in our hotel.  We did take $24 off of her rate for the inconvenience, and we also put a complimentary bottle of wine in her room when she told us it was her birthday.  We feel we went above and beyond for this guest, and understand if she decides she doesn't want to stay with us in the future.  

  Customer response

  08/15/2023

   
  Complaint: 20325975
  
  I am rejecting this response because: The bottle of wine was for my birthday not for an apology of unsanitary conditions. I also informed the attendant at the front desk and she was alarmed and shocked when I informed her of the unsanitary conditions and stated that I should get compensated, birthday or not.
  
  Sincerely,
  
  *******************************

  Customer response

  08/15/2023

  Also I want to say that this same person who responded to this complaint lied and stated someone will be by my room to clean the bathroom and they never came by to clean it. She also brushed the situation off as if it is not a big deal when I initially informed her of the unsanitary conditions. This action was very disturbing and disrespectful. I am not sure if she reacted this way due to underlying issues.

  Business response

  09/05/2023

  MThis guest was given a discount on her room, although we never found the hair she is saying was in the room.  We also put a complimentary bottle of wine in her room when she told us it was her birthday.  She wants a full refund, which we will not be giving her.  ore Information...

  Customer response

  09/06/2023

   
  Complaint: 20325975
  
  I am rejecting this response because: I never asked for a FULL refund as you indicated. And again that wine which I didnt know I was getting was for my birthday NOT for HAIR IN THE SHOWER. You should have checked the room when I first reported it instead of waiting days later if you even went in the room without my permission.
  
  Sincerely,
  
  *******************************

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