ComplaintsforMainStay Suites Salt Lake City Fort Union

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently stayed at the hotel while visiting my daughter in ***** checking in on March 31, 2023 and checking out on April 2, 2023. I had no problems during my stay other than very loud guests located in the room above me. Upon checkout I informed the front desk that prior to leaving that morning, I attempted to watch the weather on the ** but that it wasn't working properly. I received a survey inquiring about my stay and stated that the location was great but that my visit wasn't all that it could be due to the noisy guests above and the ** not working. I received an email response back from the "General Manager" ************************* apologizing for the failed expectations on April 5. On April 7, while reviewing my credit card activity online I noticed an extra charge of $450 along with the agreed upon charge of $213.16 so I attempted to contact the hotel by phone for over 2 hours with no answer. I then reached out to ************* the "parent company" or group which whom I had booked the hotel with and a case was filed CID#******** and I was informed that I would need to talk directly to the ********* the phone number that I had already attempted or via email which I did immediately and can provide **************, April 14, after no response back from Mainstay Suites or ************* I again reached out to Mainstay Suites via phone and reached ******. After checking, she stated that I was charged $450 for the ** not working and that it was checked just prior to my arrival by housekeeping and it worked fine, so that I was charged $450 and there was nothing more that could be done. I then reached back out to ************* and spoke with a ******** and after 45 minutes was told that the case had been closed, but would be reopened and that I would need to callback to Mainstay Suites on April 17 to speak to the "Manager" who would get it resolved and again apologized for the experience.

  Business response

  04/19/2023

  Good afternoon, 

  ************ checked into room 220 on 3/31. He did not mentioned the ** was damaged on the first day or second day of his arrival. Not until he was checking out. He spoke with ****** (Assistant Manager). He told her that he watched ** and that the picture was not very clear but good enough to watched whatever he was watching on that day. Our housekeepers inspect that remotes every time they cleaned rooms to make sure they are in working condition. I verified with **** our room attendant that the ** was working prior to ************ arrival. ****** also asked him why he did not let the front desk know about the **. 

  We charge ************ $450.00 for the damaged **. We just went through renovation and replace all of our ** less than 6 months ago. Please let me know if you have any questions.

  Thank you so much.

  Best regards,

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

  Customer response

  04/19/2023

   
  
  Complaint: 19938700
  
  I am rejecting this response because: I did not do any damage to room 220 during my stay.  See below personal statement
  
    "I checked into the hotel at approx. 7pm on 3/31 at which time I went to room 220.   I did not use or check to see if any of the furniture and appliances were in working order other than the toilet and bathroom sink which both seemed to be in working order other than the toilet being quite loud when flushing.  I did observe that there was a **, desk/chair, stove, microwave, refrigerator, dishwasher, coffee pot, shower, a chair and a bed.  All looked to be in fine order, other than the refrigerator and some minor dents in the front.  All looked fine, but nothing was turned on other than the heat/ac unit which seemed to be in fine working order.  I then changed clothes and went and met my daughter for dinner and returning at 11:30pm, again using only the bathroom sink and toilet.  I then used the bed, which was in working order, and slept until approx 8am.  Again, using the bathroom sink and toilet, again all with no issues other than the loud flushing toilet.  I then used the microwave to heat up my thermos of coffee, and it seemed to work with no issues.  I then left around 8:30 to meet with my daughter for the day and returned around 4:30pm, again changed clothes only using the bathroom sink and toilet.  I then departed for dinner with my daughter at approx 4:50pm and returned just after midnight again using the bathroom sink, toilet, and bed all with no issues other than a very noisy loud walking guest in the room directly above me (320?). I then slept until approx. 10am and used the bathroom sink and toilet with no issues.  I then plugged in the coffee pot and made a pot of coffee and it worked with no issues.  I then went to turn on the **  to check the weather as I had a 7 hour drive home back to ******** and it turned on but the picture was all distorted and didn't work so I immediately turned it off and checked the weather on my phone.  I then packed my bags and checked out at approx. 11am and upon checking out I mentioned to the front desk person that the ** wasn't working.  She stated that she didn't know that at which I replied "That's why I'm telling you."  I then retrieved a cup of coffee from the front desk and left.  Receiving my attached receipt for the stay via Email along with a request to fill out a customer service survey via Medallia which I did complete and received the following email back from **************** as I had mentioned the noisy room above and the tv not working-

  ************************;<************************>
  To:You
  Cc:************************
  Wed 4/5/2023 10:28 AM
  Dear *****,
  General Manager
  

  ********************************?
  To:You
  Fri 4/7/2023 3:42 PM
  Hi *****,
  Great to hear from you. We appreciate you reaching out and we're sorry to hear about the charges on your account. 
  It indicates that you have made a reservation at MainStay Suites **************, **. When it comes payment, the hotel only has access to it, because billing takes place only at the property and they are individually owned and managed. I strongly advise you to call the hotel at ************** or email them at  *************************.
  I also created a proper documentation under CID#******** to notify the hotel on your behalf.
  Once again, our sincerest apologies for the inconveniences you encountered, and thank you for your time and I wish you and your family the best of health and safety.
  Warm regards,
  Max
  Email Resolution Desk

  I then emailed and called you several times ************** with no response back from you except for the form apology letter via my bad ****** review until today.  I was finally able to speak to ******, the assistant manager on Friday 4/14 nearly two weeks after my stay who informed me of the reason for the $450 charge on my card.  I stated to ****** that I did not do any damage and she put me on hold and then gave the same response that you have sent here to the BBB.

  Sincerely,

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

  Business response

  04/28/2023

   

   

  Good afternoon, 

  First of all, I would like to apologize for all the troubles. Unfortunately, I am not able to refund the charge for damages. The rooms are inspected before we check a guest into the rooms. The ** was working before you arrive to the hotel. We had to leave the room vacant until we received the new **. 

  Best regards,

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

   

   

  Customer response

  05/01/2023

   
  Complaint: 19938700
  
  I am rejecting this response because: I did not damage the ** or the room in anyway..
  
  Sincerely,
  
  *******************

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