ComplaintsforDays Inn of Madison

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Check in date: 06/13/2024 Check out date: 06/16/2024 Transaction amount: $306.32 on 06/14/2024 Reservation under last name ******* During the stay, there was an issue with noise and an adjacent room running a business out of their suite. Repeated complaints to the front desk did nothing to resolve the issue. I made a room-to-room call and gently asked the guest to be mindful of quiet hours, at which point I was threatened with physical and gun violence. I asked the front desk to be moved to another room due to safety concerns and was denied. I mentioned that I felt calling the police was appropriate, and was begged by the front desk representative not to call. The police were evidentally called by another guest anyway, as they were dispatched on the 15th and a report was filed. I reached out to the hotel and requested a refund for my stay. I was offered a single night with a credit for a future stay. For obvious reasons, I have no interest in staying at this hotel again in the future. I pressed for a full refund and was denied. I then initiated a dispute with my bank. My bank denied the charge dispute based on information received from the hotel. I reviewed this information. The hotel owner was wholly dishonest about the situation in their written statement. I am requesting that the charge dispute be reevaluated and have drafted a written statement with information from the Madison ****************** I also reached out to the hotel again today, asking to have the manager contact me. This has been the most disgusting interaction with a business I've ever had. For the duration of my stay, my conversations with the owner (*************************), and now my charge dispute, management was dishonest, downplayed the events that occurred, and belittled me.

  Business response

  08/21/2024

  It is very unfortunate that a guest in the hotel caused disturbance. He/ she was strictly asked to quite down by our front desk staff member. Our staff member did not know about threat of gun until later or she would have had no problem calling the police. Guest safety is of utmost importance to us.
  Because of inconvenience, Ms ****** was offered one night rent credit but it was declined.

  Sincerely

  Customer response

  08/21/2024

  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.
  
  I am requesting a refund for all three nights, as the issue occurred for the entirety of my stay. An offer of a credit for future stay is unacceptable as I have no intention of staying in this unsafe establishment ever again. Ownership has failed to take responsibility for the incident, has attempted to shift blame onto myself, lied in their statement to my bank, and continues to provide false information in an attempt to downplay the events that occurred. 

  In the dispute filed with my bank, the owner stated that I provoked the incident. This is wholly untrue. I provoked nothing, and ultimately was not even responsible for police being dispatched. Hotel staff was aware of the threat of gun violence. I informed the staff onsite immediately. I trusted the hotel staff to help intervene and keep me and the other guests safe, and they failed. I've attached a police report (note that it was filed by another hotel guest, not the staff or myself).
  

  The refund of three nights which I'm requesting is reasonable and just. I paid for safe and comfortable accommodations that the hotel failed to deliver. 
  

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

*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. ↩