Hearthstone Development Corp

Dear [redacted] ,Thank you for your letter of May 23,regarding complaint ID [redacted] I have researched this complaint and our staff has readily provided facts, and additional detailed information regarding it, some of which will share with you.Ms [redacted] states that she stepped in vomit "when arriving to the hotel." Ms [redacted] actually checked into the hotel at 3:55pm on May 19, and this incident was reported to our staff several hours later after Ms [redacted] had returned to the hotel and parked in the minute guest registration parking area, even though she had checked in during the afternoon several hours earlierIt was at this point according to her complaint that she stepped in vomitIn speaking to the various staff members who have interacted with Ms [redacted] they all have exhibited empathy for the situation she experienced, and acted quickly with respect to reconciling the situation to a fair and reasonable outcome.Contrary to Ms [redacted] 's complaint, she was issued a full refund for her hotel room, tax, and parking chargesConsidering all material information and factual inaccuracies related to this complaint, our consideration given to this situation and our subsequent response has been more than fair and generous.Sincerely, Coleman *HGeneral Manager

First and foremost we wish to apologize for any inconvenience your experienced at our Inn. I was informed about the bugs you noticed but was surprised when you told the desk "you wanted to stay in that very room with the critters""Just have someone spray". So our maintenance man came by
twice to spray, but both times he knocked and no one answered, then thinking you stepped out he was going to use his master key and sprayBut you room deadbolt was on, meaning you were in the room both times. Later, *** told me she was moving you to a nice room or even a Suite at no additional charge to accommodate you. But after that I found out you all left ! We had several rooms to choose from and even a Suite if you so desired, but again you left without letting her accommodate youUpon checking the lock on it worked fine and needed no repair, perhaps you inserted the key incorrectly. Two of us searched for a spider in and could not find it or a cobb web. Unfortunately, since you did not accept any of several nice rooms we had and/or did not give our staff a chance to kill any of the bugs we are unable to grant a refund or adjustment. I do wish to thank you for your comments of course, which help us improve our Inn for future guests

First we would like to apologize for the inconvenience you experienced while at our Inn. You had checked in to our Inn and then hours later found a spot/stain on your sheet which you claimed was bloodYou and we have pictures of this stain which we all noted it was in fact not blood due to
the pinkish purplish colorOur night manager immediately send our night housekeeper to replace the entire set of sheets on your bedYou in fact stated “now those are clean sheets”. But to our surprise you then said you were not satisfied, even though we had corrected the issueOur evening manager then offered you a new roomYou refusedThen she went above and beyond offering you our Deluxe One Bedroom SuiteYou still refused. Our refund policy is the same as all major hotels chains, “should you find something wrong with your room, you must give us the opportunity toCorrect it or give you a new room of the same or better value”If we cannot correct the issue or cannot offer you another room, you would you receive a full refund. Since our Inn did in fact correct the issue, which you even agreed, by stating “those are clean sheets”. We also gave you two other options of a new room or a One Bedroom Suite, and again you still refused, Therefore following hotel industry standards we are sorry we unable to issue a refund

Dear *** *** ***Thank you for your letter of July 27, regarding case ID ***.As I stated in my last letter sent to you on July 21, regarding the same case ID ***, I empathize with the situation Ms*** has gone through and I am willing to discuss the issue with her.Also as mentioned in my pervious letter Ms*** states that she has attempted to reach a hotel representative through multiple phone calls and emailsI do not have any emails or phone messages directly from Ms***As our previous guest I would be happy to discuss this situation with her, and identify a fair and reasonable outcome demonstrating the empathy we have had for the details and circumstances involvedMy contact information is below, and as stated previously I welcome any direct communication from Ms*** to resolve this situation.Sincerely,Coleman H***General Manager

Revdex.com:
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
Regards,
*** *** They did NOT in good faith attempt to contact meI have SEVERAL email correspondences I sent directly to the property's email address, as well as THREE attempts to contact their corporate offices with zero responseI have never stated that I was not aware of the cancellation policy - what I have stated is that it was extremely hurtful that they couldn't honor my request after reviewing the circumstances (which, I will reiterate here - I was forced to cancel my trip because I had to attend a benefit dinner to honor my year old deceased sister, and I have evidence of this event - it was a taxing and emotional experience and I apologize to the Wyndham that I had to be there for my family and not enjoying the US Open as I had hoped)I find their indifference to charging me nearly $1,for not stepping foot in their room in order to relive the sadness of my sister being dead quite disturbingI have clear evidence via email through Hotels.com (where I originally booked the hotel and therefore had to utilize to cancel said booking) that I cancelled my reservation on 6/13/- for my stay that was to begin 6/I had to cancel in this manor because my attempts to reach out to the property via email went unansweredI would like this issue resolved as the response from the hotel stated - the only resolve I will accept is AT LEAST a partial refund to my credit card for two nights (I accept being charged ONE night's stay because this is the usual standard)I also ask that they change their policies to reflect that cancellations made more than two weeks prior to a stay (REGARDLESS of "peak" weekends) be honored with refund in fullPlans change all the time and not being flexible for three weeks is unfairHad I been allowed to cancel when I originally requested it, a week out, would have allowed another guest to take the roomBut because Wyndham didn't allow this, not only did I lose a lot of money, but someone else wasn't able to get a reservation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am having difficulty understanding what this gentleman's point of view is. I provided copies of the emails I sent to the location's email - he did not dispute the validity of the email address that was clear in the copies of my emails. So I'm not sure why he is claiming he has no evidence that reached out via email. If the email address used in my pictures provided was incorrect, he should have said so and said the email wasn't correct and therefore of course he wouldn't have evidence that I reached out. But I still provided evidence that I cancelled prior to my stay and I suppose I'm glad he's willing to work with me, but I feel uncomfortable dealing with him after he essentially has called me a liar. I tried resolving this issue with their corporate office (who has yet to get back to me after 3 attempts) and with the location itself and was forced to go to the Revdex.com. I am reiterating that I would like to be refunded to my original payment method, less ONE night's stay. I am perfectly okay with them charging me for one night (it can even be the most expensive night if they so choose, which I think was Saturday at $209). I feel this is fair and would resolve all issues. Please let me know if this can be done. I will deal with the manager if I absolutely must, but I would prefer not to. Thank you! 
Regards,
[redacted]

Dear [redacted],Thank you for your letter of July 11, 2016 regarding case ID [redacted].I have been trying to contact [redacted] and you will find enclosed a copy of my response to her on July 9th (two days before your letter was written, and three days prior to my receipt of it)...

demonstrating good faith and my willingness to discuss the situation with her. As of this writing I still have not heard from her despite the fact f provided multiple contact options forNonetheless I remain open to discussing the situation with her and will be available should she choose to contact me directly.In the meantime you will also find enclosed the clearly stated room reservation booking policies from Expedia, the online booking agency Ms. [redacted] utilized to make her room reservation, including cancellation penalties which were in place during the US Open weekend. This is a standard practice of hotels during high compression periods of time such as US Open weekends, Super Bowls, etc.And finally, we have no record of any cancelation of Ms. [redacted]'s reservation. I will be happy to learn of her cancelation number which is issued for any cancellation.Sincerely,Coleman H[redacted]General Manager

Dear [redacted],Thank you for your letter of May 23,2016 regarding complaint ID [redacted]. I have researched this complaint and our staff has readily provided facts, and additional detailed information regarding it, some of which will share with you.Ms. [redacted] states that she stepped in...

vomit "when arriving to the hotel." Ms. [redacted] actually checked into the hotel at 3:55pm on May 19, 2016 and this incident was reported to our staff several hours later after Ms. [redacted] had returned to the hotel and parked in the 15 minute guest registration parking area, even though she had checked in during the afternoon several hours earlier. It was at this point according to her complaint that she stepped in vomit. In speaking to the various staff members who have interacted with Ms. [redacted] they all have exhibited empathy for the situation she experienced, and acted quickly with respect to reconciling the situation to a fair and reasonable outcome.Contrary to Ms. [redacted]'s complaint, she was issued a full refund for her hotel room, tax, and parking charges. Considering all material information and factual inaccuracies related to this complaint, our consideration given to this situation and our subsequent response has been more than fair and generous.Sincerely, Coleman *. HGeneral Manager