ComplaintsforSleep Inn & Suites

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sleep Inn complaint# ********** My family and I was threatened and mistreated at Sleep Inn inLufkin *****. The floor that we were put on was in the middle of being remodeled. Very dangerous, room had only one towel and bathroom needed cleaning. In town for graduation. The general become aggressive and asked us to leave because we complained. Call police.

  Business response

  09/19/2023

  I apologize for the lack of towels. Had we have known we would have gladly brought some more up to your room as graduation days are always very busy, we are sometimes a little short on towels. The areas in walkways were under construction by check out time as you left after checking out time, we had started the process up again since it was past check out time. We completed this process in a safe manner with a construction supervisor leading this process and had unsafe areas taped off and had a small rubbish pile on a cart near the elevator we had to take down to the dumpster as this is process in laying new carpet. You were not threatened by any member of the team. You refused to leave at checkout time and were given thirty additional minutes to vacate the property then started cussing at team members and the general manager in response to being asked multiple times to leave the property. The police had to be called as back up due to your escalated yelling, cussing and actions as a last resort. You gave us no opportunity to correct the issue with the lack of towels in the room which we would have gladly fixed. The desk manager the night before also offered a discount for the inconvenience for the construction which you refused. In summary, we offered a discount that you refused, you refused to leave the property at checkout time and started cussing and yelling at the team members and general manager leading to the police to be called as back up since you refused to leave the property. You had left the property by the time the police arrived to receive your statement. You were then added to our no sell list and ************* was also contacted about the incident. We made attempts to resolve with you on a property level which you declined. Since you declined our resolutions and prior discount offer and due to your behavior following, we are not going to refund your reservation.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stayed at the Sleepy ********** I never had a dog inside the hotel. I was charged a pet fee. I asked that the pet fee be removed. I was told that any guest seen outside the hotel with a dog is charged a pet fee, even if the pet is just visiting a person staying at the hotel. This is ridiculous. I am asking that the pet fee be refunded.

  Business response

  08/31/2023

  I sincerely apologize about the inconvenience, but our hotel pet policy for the property is $20.00 before tax per pet. Front desk management confirmed there was a pet on property with you as previously discussed. We appreciate your business and you staying with us, but we do have a hotel pet policy for the property and charged appropriately for this matter. Thank you for your time. 

  Customer response

  09/04/2023

  Complaint: 20278099
  
  I am rejecting this response because:

  This sounds like a made up fee. There  are no outside posted signs that state that any dog that is in their parking lot, the owner will be charged a fee for them being in the parking lot. I have not seen anything in their policy that says if a dog is in their parking lot ONLY that the owner will be charged a fee. 
  
  Regards,
  
  ***********************

  Business response

  09/09/2023

  Please see the attached pet policy waiver we provide to guests that have pets on property showing our hotel policy.

  The brand does not approve of exterior sign postage of pet policies and does not let us change the description online aside from "pet friendly", which we are, but on a property level we have waivers that include a pet fee of $20.00 per day up to $100 a week and if asked on the phone we disclose this as well. Hotels are franchises that set their own policies such as smoking fee rates, pet policies and if they allow locals or not. If you had mentioned you had a pet with you on property, you would have received the appropriate form informing you of the pet fee. We apologize for any inconvenience you incurred, but this is the hotel's pet policy. We also had the guest service manager verify it was indeed on property as well as a desk agent who confirmed so we collected the per fee. Visitors with pets are also subject to the fee and love to come visit the guests staying at the hotel. They make us a ware they are visiting and bringing a pet and they pay the appropriate fee as well happily. Reasoning behind is we have to document for insurance purposes in case there is an incident with the pet then we have information from the owner to have insurance able to contact and the fee included helps for deep cleaning the room per the brand standard of preventing a future guest who may have allergies to cover the costs of the additional labor to prevent this problem. Thank you for your understanding. 

  Customer response

  09/12/2023

  Complaint: 20278099
  
  I am rejecting this response because:
  No where in the pet policy does it say that a guest will be charged for having a pet outside the hotel only.

   

  the highlighted text states that the pet should be on a leash inside and outside the hotel. This is the only place where outside the hotel is mentioned.

  
  Regards,
  
  ***********************

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