Hacienda Motel

Review: The experience was bad from start. My girlfriend and I needed a place to stay for the night and the sign read $43, which seemed very reasonable nowadays. However, upon inquiring about the room, the very rude gentleman with extremely poor customer service said that the room is $71 per night. With reluctance we decided to take the room since the front-desk clerk said that we could check out the room and if we don't like it to return in 5-minutes for a full refund. After we had paid, given our $10 deposit, parked and entered the room, we were immediately disgusted. The room had a very disgusting odor, the floor was soiled with something (don't want to venture any guesses here), the bathroom floor had dried up spills like it hadn't been cleaned in weeks. There was rust all around the door and the shower curtain was covered in mold. Needless to say this was pretty bad, but the kicker was when I looked in the corner of the bathroom cabinet to find a large black widow chilling out in plain view. My girlfriend said, "NO THANKS! We are out of here!". We headed back up to the front-desk to get our refund and head to another hotel we knew in the area that was about the same rate, but much cleaner. The man at the front-desk started yelling and told us we could not get a refund after 5 minutes. We were late about 1 minute after. After some spoken confrontation, and the fact the room was in such poor condition, the man refunded us our $71, but kept our $10 deposit. We were extremely upset to say the least. We would just like to settle with getting our deposit back.Desired Settlement: $10.00

Business

Response:

Hacienda Motel

735 N. Broadway

Escondido CA 92025

Revdex.com

4747 Viewridge Ave #200

San Diego, CA 92123-1688

Re: ID [redacted]

Dear [redacted]:

I am writing this letter in respond to your recent correspondence in regards to customer

complaint lodged for Hacienda Motel.

I would like to bring to your attention that our basic rooms starts from $43.00 per night for

single person but based on number of people and size of the room the rates do go up. The room that

was available at the time the guest arrived was one of our larger rooms that was $71 per night. The

customer was informed by the front desk clerk and they agreed to accept the charges.

It is our policy that once the guest check In they can be awarded full refund only if they check

Out with in first 15 minutes from the time they check In, any time after that we do give them full refund

minus the $10 Deposit. I am sure Mr. [redacted] tried to check out well after 15 minutes and so per our policy

the front desk clerk refunded his full amount except for the $10 Deposit. I would like to take this

opportunity to satisfy & better my customer relation and hence I am sending you money order worth of

$10.00 to appease Mr. [redacted] with this letter.

Please feel free to contact me with any further Inquiries. Thank you for all your support and co

operation in advance.

Regards,

Owner and Operation Manager

Hacienda Motel

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. However, the front desk clerk stated that we had 5 minutes to review the room and not 15 minutes. Hopefully, Mrs. [redacted] can be made aware of what her employees are communicating to their customers. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On June 13, 2013 I attempted to rent a hotel room with [redacted]. The manager on duty took a payment in full. We were able to see the room, as much as the manager opened the door to show that it was a two-bed room, but not enough to see the actual conditions of the room. At the time of check in, he required payment in full for the time allotted that we were going to stay. As soon as we unloaded our belongings and opened the curtains the sanitary conditions of the property was apparent. The bathroom was in severe disrepair, tiles in the shower unit were falling off and it had not been cleaned. The bedding was not clean and there was an apparent problem with ants and cockroaches in the unit because there were cockroaches of significant size on the wall behind one of the beds. The facility was in terrible disrepair and uninhabitable.

Within fifteen minutes of the discovery of the condition of the unit we went to speak to the manager on duty. At this time he indicated that he was the owner, and the final authority on such decisions. He refused to refund the money paid stating that it was non-refundable. When advised of the conditions of the unit, just kept repeating "no-refund no-refund". As a result, I contacted our bank, and requested a fraud investigation be launched due to the fact that there was no services rendered and a refund was refused.

By the end of business on the 13th of June, another individual contacted us regarding the mornings events, offering to refund the amount paid. She demanded that we be present on site within the next 30 minutes because she was leaving and would no longer be available after that time. When we arrived, she took the card to refund the money and would not return it until one of us went upstairs to retrieve the remote.

At the threat of launching an investigation with the bank through the fraud department, they ultimately did return the funds paid.Desired Settlement: In whatever capacity is possible, I would like to know that the conditions of the hotel have been addressed. The units are unsanitary, with broken plumbing fixtures, and overall dirty. They have been overrun by insects, and while common in the region have not been treated.

Business

Response:

Revdex.com

4747 Vlewridge Ave#200 -

San Diego, CA 92123

Dear [redacted]:

Re: ID [redacted]

I am writing this letter in response to the recent complaint lodged against my business. We

have been proud business owners in this community since 1995 and to provide ultimate customer

satisfaction is the secret behind our long term success in this industry. In response to the customer

complaint of the bug infestation we can assurE you that property is 100% bug free as we take optimal

care of the property by monthly maintenance service by a certified pest control company. Since the

lodge of the complaint I have personally inspected the bathroom in question and found no evidence of

any loose tile or inadequate plumbing.

As a customer has already informed you that we have issued them a full refund back to our

100% customer satisfaction guarantee hence the property has no other financial obligations to this

customer.

We want to thank you in advance for all your support and cooperation. Please feel free to

contact us.

Regards,

Owner and Operation Manager

Hacienda Motel

Review: A friend and I rented a room a this motel on Wednesday, 11/27/13, at 5 pm. We looked at the room before paying. While we were in the office renting the room the desk clerk reach across the counter and hit me in the head and pinched my friend's cheek. About 10pm my friend pulled down the sheets and there was hair all over them. He went to the office but they offered no solution not even another set of sheets. At midnight we went to the nearest store and bought blankets to put over the bed. The next morning when I went to check out I asked for a receipt and the women insisted that I had gotten one which I hadn't. This room was $66 a night and the worst experience beside they are in violation of Civil code section 1863 which states that they have to have the price of the room listed on the door in the room and in the office.Desired Settlement: At first I just wanted the money back for the room but now I am planning on talking to a lawyer about the abusing me and my friend and I want the motel closed down.

Business

Response:

Revdex.com

4747 Viewridge Ave #200

San Diego, CA 92123-1688

Re: ID [redacted]

Dear [redacted]:

I am writing this letter in respond to your recent correspondence in regards to customer

complaint lodged for Hacienda Motel.

Customer had rented room #6 at 5:00 P:M and that time we asked them to check the room&

O.k. it before renting and they were fine with that. As far as desk clerk hitting the customer that is

completely Untrue .. I wouldn't think we will be in business for having any physical assault and customer

would definitely call the police if that was the case. Why would anybody rent a room after that?

At midnight they came over to the office when it was closed (not a normal business hours) and

since the room was checked before, desk clerk refused to give new set of sheet. I am enclosing a picture

of the bed from next day morning after they checked out. Next day morning we did give new receipt on

request so complaint over all is baseless.

Please feel free to contact me with any further inquiries. Thank you for all your support and

cooperation in advance.

Regards,

Manager

Review: On 7 31 14, me and [redacted] rented a room. We payed for it and then went in our room. [redacted] fell asleep on bed. I went to my truck and got my bag. I went back to room, locking behind me. I was in shower a long time. Then there was someone opening the door, and yelling something at me. I said that is the last straw! I finished and came out. I am thinking it is my son joking around with me, I ask [redacted] about it and she said it was the man we just rented the room from. I am shocked, I go ask him about it I asked him why were you in my room, and bathroom. He said he had only rented a room to her, and that the shower was on too long, and she should have blinds shut, and door locked. I did lock door . He said it was a mistake. I told he had n. Right coming in my room, or bathroom, and that he was a pervert. I am tramatized by this. I cannot believe he went in my room. If he did that to

Me, then it is very likely he is doing it to other custermers as well.Desired Settlement: I am concerned that if he came into my room, than he is going into other people's room as well. I am devistated by this. Please help me so he doesn't do this to other people. I think because he has a key to everyone's room, that he is stealing from people.

Thank you

Cm

Business

Response:

Hacienda Motel

735 N. Broadway

Escondido, Ca 92025

August 21,2014

Re: ID [redacted]

I am writing this letter. in response to your recent correspondence in regards to the customer

complaint lodged against Hacienda Motel.

As mentioned in the letter, the date in question is July 31th, 2014. Firstly, there is no person

with this name ([redacted]) or identity registered on this date. If there is no one registered as occupying

a room with that name on that date, then I would question the accuracy of the letter. According to our

records, the mentioned name ([redacted]) registered for a room on August 2nd, 2014 for one person

only. I am attaching a copy of the registration and policy for Hacienda Motel with this letter. According

to policy #6, only the registered person and the mentioned number of people can stay in the room. It is

mentioned in this customer's letter that there were 3 or more people in the room, which was a breach

of policy, as the room was rented for [redacted] only.

The manager has the key for the rooms so that he can check the rooms and rent them out, and

it is his responsibility to make sure that if something happens, he can open the rooms. Our manager is

very caring and helpful to all of our customers. The manager takes rounds outside several times during

the day and through the night,· and makes sure that everything is okay. In this particular situation, he

was making his rounds outside and saw that the room was wide open and the customer, an elderly

woman, was on her bed. He called out to her but she did not reply. He was concerned about her safety

and security so he called to her again but she did not reply. Meanwhile, he heard that the water was

running in the bathroom shower so he thought that she might have forgotten to turn the water off. For

this reason, he went closer to the bathroom door and he called again. After realizing that somebody was

in the shower, he got out and closed the main door of the room because at this point, she was still not

answering.

The manager was correct in questioning the customer as to why she was in the room, since the

room was very clearly rented to one person only.

Now, my concern is why there were so many people in the room, when the room was rented for

one person only. It is not allowed nor acceptable for any other person to enter in the room and use any

of the facilities such as the shower, electricity, sleeping, car parking, internet, etc- especially not without

any permission or notification. This is not a public shower. The rightful customer was the woman on the

bed, and the second woman in the shower was unfairly using services that she had not paid for.

As I mentioned earlier, the manager has been working here for a long time and therefore, I

know that I can vouch for his character. He is very trustworthy and loyal. He would never do anything to

a customer that would put them in an unsafe or uncomfortable position, and he is known to respect the

customer as well as their belongings.

Please feel free to contact me with any further inquiries. Thank you for all your support and

cooperation in advance.

Reguards,



[redacted]



Owner and Operation Manager

Hacienda Motel