ComplaintsforZion Pioneer Lodge

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $169.29 to stay one night (7/13/2022) with my husband in this motel after our car broke down at dusk in ******************, and we needed to be towed somewhere within 5 miles. We saw cockroaches around the premises when we first got out of our car in the parking lot. Upon entering the room, we found another cockroach. Both the sink faucet and the bathtub/shower faucet were constantly leaking/dripping. I have very sensitive hearing, and despite our best efforts to drown out the sound with the fan and the bathroom door closed, I was still kept awake by the leaks. In addition, the curtains wouldn't close fully, and in order to block out the bright light directly outside of our window, my husband had to hang one of our tarps over the curtain rod! We did not sleep well at all.The next morning, our key card stopped working before checkout time and before we had checked out. Last, and worst of all, I received no follow-up from management. At checkout, after giving my information and calmly giving a detailed account of the issues and complaints to the kind person at the front desk, I watched the agent enter notes into the system, and was assured that the notes would be passed on to the manager and that the manager would contact me. I received no follow-up whatsoever, from anyone at Zion Pioneer Lodge. I called again, twice, a few days apart, left my phone number and email address, and was told each time that the manager would return my call. I still haven't received any contact from the manager or any employee at Zion Pioneer Lodge, over a month later. This is incredibly disappointing. It's one thing to have a run down room filled with both minor and major inconveniences. A room change or refund could have been offered. A complete lack of care from management is another story altogether.I request that this business repair their leaking faucets and provide me with a full refund in the amount of $169.29 to the original payment method. Thank you.

  Business response

  08/10/2022

  Hello,

  I would like to confirm that I agree to a 15% discount for the reservation, for the following reason...

  As we are in the middle of the desert and the premises is sitting in an out door area, we can not control the presence of bugs like cockroaches. We do our best by paying for bi weekly check up from out pest control company, bi weekly pesticide treatment etc. We do apologize for the presence of a cockroach in the room, we do our best to keep them out of the rooms but we can not fully control if they get in when the door is opened by the guest or our staff, but once the cockroaches cross the pesticide line to enter the room they die inside the room. The room was not overrun/infested with cockroaches, according to what I see in the notes and read from the guest complaint only A cockroach was found inside the room.

  The leaking faucet and sink were not brought to our attention by our cleaning staff or else it would of been fixed immediately! I would like to confirm that after this was brought to our attention these issues were repaired. I understand that due to sensitive hearing the leaking was an issue, but if this issue would of been brought up upon check in or during their stay, we could have proceeded to provide a new room, but the issues were brought up upon check out, when our options are limited on correcting the issue. 

  The curtains were personally checked by me, and they were working perfectly. The curtains have 3 separate layers to them and only the front/third layer closes completely to block out all light. The second layer/sheer layer, closes completely, but still allows light to come through. The third layer/decorative curtains, do not close more than 1/4 of the way and are only for decoration. If we would of been informed of this problem we could have helped on how to properly use the curtains.

  The key cards are magnetic keys and they get deprogrammed if placed close to cell phones or credit cards or anything magnetic. Based of the notes that I do see for the reservation, the card key stopped working but a new working key was given that provided access back into the room.

  I do apologize about not getting back to you, but my notes only provided information of the complaints, which were checked out and taken care of immediately, but there was nothing of a request for me to contact. I never received contact information or the request to contact the two times that you reached out to us, or else I would of reached out to you immediately. I will work directly with my staff to help improve our communication so this doesn't happen again.

  I do apologize for the inconvenience during your stay and for that we offer the 15% discount, but I can not offer more than that as the majority of the issues could have been corrected or were user error or a new room could have been provided to avoid the inconvenience during the stay.

   

  Customer response

  08/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. To management of the business: thank you for your prompt and thorough reply.
  
  Sincerely,
  
  ********************************

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