Hawthorn Suites Airport Columbus East

Received this complaint, noticed that guest is still in house, immediately called the room and left a message(@8:20AM)
This room was booked with Expedia.com and is due to check out todayI will try to get a hold of the guest via cell phone
For starters, I understand
the guest complaints as this was an unusual weekend for the columbus area, due to Arnold Sport festIt was a challenging weekend for my housekeeping deptHowever, I Hskp records show that when Hskp went to clean the room on the 1st, they found a (DND)Do Not Disturb sign on the door, therefore, could not enter the room to clean itThis was again the situation on the 2ndAs to the breakfast, I was already made aware of the situation and I will compensate the guest for that
The desk clerk who spoke to the guest, left comments in the Acct about the towels conversation yesterdayUnderstanding that we are an extended stay property and our exterior, mutiple buildings set up, makes it very difficult to deliver items to the rooms after hskp hoursThis is a common pratice in hotels such as ours, to ask the guest if it would be ok to pick up the items at the FD or to allow us some time to deliver the item to the guest's room, usually at the next shift changeI will investigate further with the desk clerk as to the courtesy of the clerk during the call
Finally, The desk will advise the guest to contact me after 10AM, to be sure that I will be available to speak to them when they call or come to the deskGiving me some time to get my early morning routines taken careFor instance, I came in at 7:30AM this morning and this is my last email to respond before moving on to the desk issues
I will be contacting the guest and will definetly offer some type of compensation for their disatisfation

I did call the guest and offered to send a voucher for a free night stay, as an immediate compensationShe was very nice and seemed very undersatnding
I see that she is disagreeing with my findings, but upon first research, my housekeeping records did show that the room had a DND sign on the doorI will be speaking to the Hskp manager on shift during her stay, and I will get to the bottom of it all
I will also speak to the FD clerk who handled the call about the towels and once all is completed, I will call the guest for a final resolution

First off when the manager called this was not what he said to me and he was very nice. It is a lie that we had do not disturb on the door because we did not even have one. 
 
I am only rejecting this because the statement given is not what the manager said to me and there were no do not disturbs on our door. We did not say anything at first because we knew housekeeping was still cleaning the room next to ours up until 6 pm when we were going to dinner. After front desk told us housekeeping was closed we still saw her cleaning rooms up until late and avoiding ours. I was treated so rudely by front desk. The front desk did not ever say they couldn't come to our room because of it being external buildings. They did not offer any resolution except for me to walk up there in the snow and frigid temperatures when I was the guest. And the one day they cleaned the room they only brought towels, did not change bedding or make the beds, did not bring toilet paper and did not take out trash or did not vacuum. 
 
The manager did call and is sending me a voucher for a night stay and said he will call me back with further resolution. I will wait for his call and will respond back if I'm satisfied. Right now I appreciate his call, but wanted it known that the written statements here were untrue. A voucher for a nights stay I'm hoping is for any hawthorn suites.

The guest booked the room with Booking.com for $207 plus tax. After the tax was added to the rate the total was $243.24. 30% discount took the rate very close to her original rate with out the tax. The guest was not happy with the 30% discount offered. Ms [redacted] who initiated the complaint...

was not the guest who stayed in the room. During the stay the original complaint was about the heat. We moved them to another room and had maintenance look into it. The heater was turned all the way up which kept the it from working. We fixed it. She accepted 30% off at that time. The next morning [redacted] came and complained about bugs. We apologized and had [redacted](pest control company) inspect the room and there were no bugs found. We felt it was an attempt to get more discount, as we get those a lot. When informed, paula said that she had pictures of the bugs...
Unfortunately, since we had the room inspected by professionals and they found that there was no evidence of bugs in the room at all, we declined to refund any more monies to her. [redacted] reached out to our guest relation team and when they could not overide the hotel's decision, [redacted] came to the hotel, accompanied by the lady who originally booked the rooms, to speak with management again. We explained to them again the reason behind our decision. At first she argued the fact that she never received the original 30% off discount, so, a receipt was produced to show her that she did receive that discount. She then insisted that we should refund the entire $207.45 that she was charged, giving the example of another hotel who refunded them 100% of their money a few month back for far less than what they "had to deal with". She even suggested that perhaps we should give them another suite for an upcoming weekend for free...both request were denied. She then filed a complaint with the Revdex.com and also contacted a local news team.
We feel that if she would go to such extent to recover her money, with no regards for integrity and honesty, we will refund her money and write off the room charge. However, we would prefer not to do business with her anymore and will be placing her into our Do Not Rent list. Thank you
[redacted](GM)