ComplaintsforThe Hotel Fremont

• Initial Complaint

  02/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Booked a room on saturday Feb 12 2022. After a server said I was rude, the owners thru me out and said I would have refund Monday Feb 14 2022. It is now Feb 16 2022. NO REFUND!! $60.50. want my refund and an apolgy for there treatment and trying to force me to drive home after consuming alcohol. I liv e30 some miles away.

  Business response

  02/17/2022

  To Whom it May ************************ guest who contacted the Better Business Bureau regarding a refund for a hotel room he reserved on February 12th was removed from our property by the Fremont ***************** at approximately 10pm that evening.  ***** was extremely inebriated, disrespectful & belligerent to the staff members & surrounding patrons at the bar. 

  He complained that his dinner, which had been submitted to the kitchen just 10 minuets prior, was taking well over an hour to prepare.  When the bartender tried to pacify him & explain his food would be ready shortly, he called her a stupid b**** & began to threatened her.  At that point, the bartender called the owner, **** who arrived onsite with his wife, **** a few moments later.  ***** was asked to leave by both the owners.  He refused to leave & continued to be disruptive, threatening & belligerent, all the while recording his behavior "for his lawyer" on his cell phone.  At this time, we phoned the local police department who dispatched 2 officers & a ******* to handle the situation.  He was removed from the property by the police officers & his belongings were removed from the room he had check into & returned to him.  He expressed his intent to file a complaint with the Better Business Bureau & made threats to "end" us & told us several times "you're done!". 

  We never agreed to refund any of his money or promised further action be taken by February 14th.  I did suggest that if he wanted to phone me the next day, we could discuss a refund IF he apologized for his behavior.  As you can imagine, he never called me. He checked into & used the room (we removed his belonging from the room), so it needed to be cleaned.  He ordered food, which was prepared for him while he was making an a** out of himself & drinks that he & his friend consumed, but he didn't pay for these items.  At this point, I am not willing to refund any money that ***** spend in this establishment, nor am I under any obligation to refund his money.  His disrespectful, threatening behavior resulted in his removal from our property.  It was not a direct result of our actions.  

  Needless to say, ***** will never be welcomed back into The Hotel Fremont.  Frankly, I hope I never see him again!

  If you need further documentation of the events of the evening, I can provide the police report, our house surveillance video & statements from the staff & bar patrons who witnessed ******* terrible behavior.  

  Thank you for your time.

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

  Owner

  The Hotel Fremont

   

  Please 

  Customer response

  02/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  This answer is not satisfactory, Mostly made up lies.  Police said I was very cooperative, **** wanted me to get behind the wheel and drive home drunk.  I never stayed in the room.. I dropped of my belongings at 1 pm and never returned to the room.  **** was also ** in my face yelling at me to leave and **** was also yelling at me. Check the police report.   There were also more than willing to serve me more alcohol.   If they want to take out for the food, that is negotiable.   But I do expect a refund.    That is my response.

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

  Business response

  02/22/2022

  To whom it may concern,
  The fact that ***** does not accept or agree with my response is not surprising. Please understand, I do not call the local police department to remove polite, respectful guests from our building. His behavior was rude, disrespectful & threatening to ************* ***************** Clearly, I would never encourage anyone to drive while they are under the influence of alcohol, but he's admitted to being drunk that evening, so my assumption is that the only lies being told are the ones he's telling himself; he probably has a drink problem & has gotten into trouble in other bars too!
  The room was occupied from 1pm - 10pm, so he is responsible for the rental fees associated with renting the room. After he occupied the room, it needed to be cleaned & sanitized to get it ready for the next guest.
  We did serve him 1 drink when he arrived, however at no point after his outburst towards my bartender, calling her a "stipid bitch" did we offer him additional alcoholic drinks!!! We certainly did not encourage him to drive in his inebriated condition, we simply asked that he leave our facility. I hope he was cooperative with the responding officers! The fact that they were here to deal with him in the 1st place is a strong indication that he probably wasn't behaving that way before they showed up. I have the police report, statemens from my ******************* as well as video surveillance of his behavior. If you'd like to review any of these supporting documents, feel free to let me know! I'm sure the BBB would support the decisions & steps we took to secure our business & personal well-being.
  Cheers!
  *******************
  Owner

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩