Champagne Lodge-Luxury Suites

To Whom It May Concern,Miss [redacted] called our hotel on December 22nd regarding a charge she saw on her statementWe invited her to fax us a copy of the charge or to come to the hotel in person.Miss [redacted] came in to the hotel lobby the following morning and had a hostile demeanor from the startUpon checking her request, I found that she had reservations for the same day, but her first name was spelled incorrectly on one of themOne reservation was already cancelled by her, but a refund was not yet performed, because of the spelling errorI pointed to [redacted] that she will be receiving a refund of $and then she started to threat me and the hotel, used foul language and became more and more hostile(We have the entire indecent recorded by our front lobby camera)I did apologize for the delayed refund to her and expressed that she had to stop abusing me with foul words and threaten meShe continued stating she is an attorneyAs the video will show, I apologized again and ask her to stop the abuseShe continued to blame me she refunding the charge back to her credit card (Which she claimed it was already closed)I explained in a very low key and none-threatening tone of voice that this is the only way we can refund a credit card charge - back to the card.This lady is not allowed to stay by our hotel again and if you need any additional information including a video of the indecent, please feel free to contact me at [redacted] Sincerely, [redacted] General ManagerChampagne Lodge Hotel

Dear Sir or Madam,Thank you for forwarding us the above complaint. The entire incident mentioned above was noted in our internal system the night the guest checked in to their suiteThe complaint includes separate issues:There was no note given to the front desk agent regarding any
alcohol restriction at the time of phone reservationGuest was given a Groupon price match and package as it is advertised on Groupon's website which includes a FREE bottle of campaign to be given at the time of check-inThe employee apologized several times for the guest's experienceSince the incident occurred late in the evening and there was no one from the housekeeping staff on site, the front desk agent offered the guest to move to another suiteThe guest declined the offerThis suite was the last suite that was cleaned that day and some moisture was still on the floorWe do not have any mold in our suites and we use the best chemicals to make sure each suite is perfectly clean.Sincerely,*** ***General Manager, Champagne Lodge Hotel

Complaint: ***
I am rejecting this response because:
I did ask NON ALCOHOLIC beverage to be give to me the time of visit not my fault your employees did not document thatIf the suite was the last one clean why was their hair on the floor and in the bed? The room was disgusting and filthy your front desk apologized once but gave me NO resolutionThe smell of dirty wet carpet and MOLD made my allergies act up and I got sickI will continue to leave poor reviews on all websites as well with GrouponThank your for not caring about your customers experience
Sincerely,
*** ***

To Whom It May Concern,Miss [redacted] called our hotel on December 22nd regarding a charge she saw on her statement. We invited her to fax us a copy of the charge or to come to the hotel in person.Miss [redacted] came in to the hotel lobby the following morning and had a...

hostile demeanor from the start. Upon checking her request, I found that she had 2 reservations for the same day, but her first name was spelled incorrectly on one of them. One reservation was already cancelled by her, but a refund was not yet performed, because of the spelling error. I pointed to [redacted] that she will be receiving a refund of $124 and then she started to threat me and the hotel, used foul language and became more and more hostile. (We have the entire indecent recorded by our front lobby camera)I did apologize for the delayed refund to her and expressed that she had to stop abusing me with foul words and threaten me. She continued stating she is an attorney. As the video will show, I apologized again and ask her to stop the abuse. She continued to blame me she refunding the charge back to her credit card (Which she claimed it was already closed). I explained in a very low key and none-threatening tone of voice that this is the only way we can refund a credit card charge - back to the card.This lady is not allowed to stay by our hotel again and if you need any additional information including a video of the indecent, please feel free to contact me at [redacted] Sincerely, [redacted]General ManagerChampagne Lodge Hotel