ComplaintsforOrangewood Inn
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Complaint Details
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Initial Complaint
07/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 06/28/2024 I *********************** booked a room through Expedia for a hotel called Orangewood Inn in ****** Tx for 2 days. They required that I pay upfront to book and also a 100 dollar deposit at time of check out. I asked the receptionist when could I expect my deposit back and was told in a few days. We checked out at 10 am the morning of 06/29/2024 . Today is 07/03/2024 and I had not received my deposit back so I called the hotel to see why ? After putting me on hold they come back and say I will get no deposit because one of the beds had been peed in . My 3 grandchildren were ages 13, 11, and 10 and that absolutely did not happen. I asked the manager does he have something to show me to support his claim and he became very combative with me. He also said why would he take pictures of a wet bed. My grandchildren and I travel somewhere every Summer and Ive never experienced anything like this. The manager also saw the review I wrote and threw that in my face and said you write a bad review on me and you want your deposit back . I need help resolving this please. I really feel robbedBusiness response
07/05/2024
Guest *********************** checked out on 6/30/2024, upon checking out, housekeeping noticed strong urine smell upon entering the room to clean the room. They noticed one of the queen *** was wet with strong urine odor, housekeeping manager and the maintenance manager confirmed that someone had peed on the ***, guest was charged $100 for the cleaning fees since we had to block the room for more than 2 days. Guest was aware of the charges but she kept denying. They even admitted on one of the reviews posted on ****** that their grandchild peed on the ***.
Should you have any questions please feel free to contact me at ******************** or at *****************************Best,
*************************
General Manager
Orangewood Inn & Suites
Customer response
07/05/2024
Complaint: 21940387
I am rejecting this response because:
That is absolutely not true, I had older kids with me and no one definitely did not pee in the bed. I asked my grandchildren about this and all 3 agreed they would have owned up this if it was true. My grandson admitted to spilling some of his sprite on the bed but definitely not pee. At this point its also about how the manager interacted with me. Very rude and unprofessional. There was absolutely no pee on either bed
Regards,
***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.