Americas Best Value Inn

The design is possible.  What we are waiting for from the client to move forward are the corrections to the most recent proof, 8/17, and any change (if any) to the location of that emblem. Once we receive those corrections we can then submit for final proof for client to approve.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Company's response below:Your Name: [redacted]Email: [redacted]Subject: I would like to respond to a complaintComments: Revdex.com complaint ID [redacted] We have received the letter and information from 7/9/16. Please understand that if the complaints were valid and we would have been...

notified we would have rectified the situation immediately. If you have use of the room for the day and we are not notified of the situation we have no way to correct the problem. Please understand that our guests comfort is the most important thing to us and we would graciously made an improvement! Please accept a 50% discount on your next stay with us at America's best Inn Again, Our apologies Brenda, Day Manager America's Best Inn Savannah

Dear Mr. [redacted]:Than you for bringing to our attention the problem you encountered with our hotel due to the check out policy and unfriendly behavior of our staff. I am sorry the clerk on duty confirmed that if you checked in at 2:30 A.M on June 15 you would be able to check out the...

following day, June 16, at 11 A.M.Unfortunately due to our check out policy all guest who check out the following day, June 16, at 11 P.M check in time still must check out by check out time, 11 A.M. There is never an excuse for providing a valued guest, such as you, with anything less than a perfect experience.We realize that friendliness, courtesy, and willingness to help are essential qualities which should be displayed by all employees at all times and I am sorry we failed you in that aspect.I apologize for the inconvenience this has caused you and have taken corrective action to ensure that this incident will not occur in the future. Staff will inform at the time of check in the check out policy and if a misunderstandings is to reoccur it will be handled in a more polite manner without making guest feel uncomfortable due to police intervention. I sincerely hope you will give us an opportunity in the near future to extend our hospitality.Sincerely,[redacted]General Manager

Hello - The resolution of our outstanding complaint is as follows: the hotel guest, [redacted], was refunded to [redacted] virtual card so she needs to call [redacted] to get refunded because it was prepaid through them.Please let me know should you need anything further.

Revdex.com spoke to Sheila at business and the following was relayed: The customer had already been told that if he had checked-out by 11 AM we would not have charged him for the 2nd night. However, he chose to go spend the day at [redacted] and returned at 4pm, after check in where we would have staff to clean the room and make it available. The customer then called the police and by the time they left it was 6 pm.

In response to the guests complaint, Due to the fact the guest was paying the daily rate our policy is for the house keepers to knock on the door upon checkout time. If the guest has repaid for the next night our housekeepers are notified and are to only give fresh towels and take trash unless...

further action is requested by the guest. Therefore if the guest does not ask for any cleaning to be done the housekeeper will not go to the room. Our guests here at America's Best are more than welcomed to have visitors but if anyone other than the person(s) that checked in are staying they are to notify front desk to make sure it is ok. The staff is more than willing to give guests extra time to checkout upon notifying the manager. The latest our guests have to checkout is between 12pm - 1 pm depending on arrival or reasoning for the late checkout. Upon reading the guest complaint I noted the guest had issues with the room. This guest never mentioned any issue with the room. Had she mentioned an issue with the toilet we could have made arrangements for that. As far as the paint odor we do appologize for the smell issue but we painted all doors that day and some of the smell may have not gone away completely but again the guest never complained to staff. Also when the guest checked out the morning of 9/12 she returned the key and did not mention her family was in the room. Our policy states that after the original guest that had signed for the room has checked out any belongings left in the room will be disposed of per housekeeping. Due to the fact we had no knowledge of her family being in the room when we checked the room for housekeeping the housekeeper informed us of 5 people being in the room. They were told to leave or cops would be called. As a manager we assume that someone was in the room without paying due to the fact it was after checkout time and people where in there. As I stated earlier had we known we would not have had an issue and the issue could have been resolved in a better manner. The refund that the guest is requesting can not be approved due to the fact it was a nightly rate and the guest was in the room the whole night. She did not leave the room until the next morning. Her guest that were unauthorized did not check out the room until after 2 pm. After 11 am if a guest is still in the room they are charged another night. Once charged we have a no refund policy. I will attach the sign that we have posted as well as our registration card that states only registered guest in room and no more than 4 people.          Best regards,                 America's Best Value Inn management

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This is by no means a simple case where a consumer has requested that the business "Bend the rules" for them. I have pointed out, and they have stated themselves, that a cancellation must take place online if the transaction took place online. The link provided to me in order to cancel a reservation was incorrect. The phone number and point of contact provided to me from the clerk was incorrect. There are also obvious discrepancies between the itinerary check in time and the businesses check in time. I pose a reasonable question regarding the legitimacy of a policy that is described one way online, and another by the business. The response noted that it was 5:30 before she spoke to me. This is untrue as I spent over 2 hours attempting to cancel my reservation. This is most clearly proven by the fact that she said her self that she spoke to me and provided me with a phone number once I reported that the link that was given for cancellations did not work. After all that I went through in order to cooperate with their rules I was met with the response that “It is 5:30 now”. That is absolutely ridiculous! The businesses response noted that there were rules in place for a reason. That is true. Here I have clearly attempted to work within the boundaries of those rules in order to do right by the business. I have not been extended the same courtesy. I would like to make clear that my chief complaint at this point is that I believe that the owner of this business is not only aware that there are issues with the business that he does with consumers online, but that he is knowingly and willingly disregarding fair business. I may very well have been burned by this business. However, it is my hope that through this process other consumers may be protected from predatory policies that take advantage of consumers who are working to conduct fair business as is spelled out in their own policies. From where I am standing it seems like an operation where a consumer attempting to cancel a room will still pay for the room as a result of obstacles in place and the owner is free to rent out a cancelled room for a second payment for the service. For this business to reply by saying, “We strive to make our customers happy and do what we can to help them in any way possible” is disingenuous at best.Thank you for all consideration paid by those concerned.

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.
Regards,
[redacted]er I would like a copy of the bill provided to you along with the name of the business and the name of the employee that inspected the room.

I did not receive the Sept 13  response notification e-mail concerning my case.  It may have been due to the power outages in the area.I would like to reopen the case. We still do not have marker or our refund. The proof does not meet the trademark standards. Thank you.L[redacted]

Dear [redacted],Thank you for contacting us about your reservation.Attached is a file that proveed your Travel Agent did not sent any cancellation to our system. So, we never the received the cancellation notification.And for your information, we did not charged your credit card, even we do not have your credit card information.To us, you were a PREPAID reservation, which means, your credit card charged by 3rd party broker, in this case, Orbitz. We very sorry for all the inconvenience.Thank you and have a great day!

Dear [redacted],
Thank you for contacting us about your reservation.
Attached is a file that proveed your Travel Agent did not sent any cancellation to our system. So, we never the received the cancellation notification.
And for your information, we did not charged your credit card, even we do not have your credit card information.To us, you were a PREPAID reservation, which means, your credit card charged by 3rd party broker, in this case, Orbitz. 
We very sorry for all the inconvenience.
Thank you and have a great day!

In regards to ID#[redacted],My name is [redacted] office manager at the hotel. I was contacted by the front desk after 11pm in regards that a guest lost their dog. There is several signs posted that we do not allow pets on the property because of the handles we use in the room are more of a lever,...

and it has been known that if a dog jumps up and hits it the door will open without someone pulling back on the door. We also no longer allow pets because guests began to complain that their pet contracted fleas at our property. (Possibly from the large field we have on property that the pets use the restroom is also used by stray animals which are carrying fleas, ticks, etc...) Also a lot of our guests have allergies to animal hair as well as our housekeeping being afraid of dogs.On the 28th of March the housekeeping staff was done with rooms by 2pm and did not go into any other rooms after that. No additional keys were made for the room because the current keys they had were still active. if any new keys are made the previous keys are deactivated once the new key has been swiped.Upon reviewing the camera, it was shown that a animal left out of the room unattended for approximately 7mins before someone followed and stood in the parking tot walking around in a circle. I showed the video to one of the occupants and the person was identified as their known occupant.asked if any of their belongings were missing or damaged and everything was accounted for except for the dogs which leads me to further believe that if anyone was trying to gain access to this room to "steal" they would have had to either damage the room to get in or obtain a key from the office in which their key would no longer work. If the dogs "bite" they would have bitten whoever opened the door unless it was someone known to them. Lastly if the door was open and the dogs ran out, why not go back to the room since the dogs were gone which leads me to further believe that they got out on theirown.The camera is not equipped with night vision nor high resolution and visibility is limited after 7:30/8prn, however our staff is not responsible for the loss of their pet(s).

Attached

The client did ask for a custom emblem to be created by the Matthews Bronze company. The price they paid is for a standard single marker.  The custom emblem does come with an additional charge.   It is the bronze's company policy to get the approval to create any emblem that has...

copy rights.  That is the responsibility of the client.  We have sent multiple proofs for approval (approximately 6-8).  Each time it comes back with changes it takes time to recreate. It also takes time for the client to respond.  The last proof was sent to the client on 8/9/17.  Regarding purchasing from an outside vendor, the client absolutely has that right.  (The outside vendor uses Matthews Bronze as well).  When a marker is purchased through an outside vendor it must meet our standards.  There is an inspection fee to make sure it meets our standards.  If the client is asking us to install an outside vendors product we will do that for a fee.  We also will not warranty a marker from an outside vendor.  Theses policies have been in place for years.  Regarding the client getting a refund, what was stated to the client was that once the memorial template is created by Matthews there is no turning back without a cost.  This is the reason we want to make sure each change by the client (6-8 changes so far), is exactly what they want.  Custom creations and designs always take longer to complete and manufacture.  It also adds time to the process when it is all done via email due to the location of the client.  We pride ourselves on satisfying every family.  This counselor that is helping the client has never received nothing but positive accolades from her clients.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
There were two phone numbers on the confirmation that I received. One was for the motel and the other for [redacted]. The one that I called had a menu to take me to the cancellations. Left a message to cancel the reservations and asked for an e-mail confirmation. Did not receive one and as you said I did not follow up to confirm the cancellation. Did not think that was necessary since I had called the same day. Am totally unhappy with your response and you may rest assured that I will NEVER again utilize [redacted].please let me know if you would like to change your response.
Donald [redacted]

Revdex.com:
I have r[redacted]ewed 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 r[redacted]ewed appear below.I am attaching two screen captures that show that I did in fact cancel this hotel room. One of the captures shows that it was canceled on January 29 at 12:27 PM... less than a half hour after I booked it. Orbitz only called this place of business on my behalf because I was not issued a refund. The room was already canceled at that point so they did not call for that purpose. I am feeling very upset with this response as this room was clearly canceled right away and it is the business' fault for not leaving the room open to be rebooked. I did the right thing on my end.
Regards,
[redacted]

My name is [redacted] and I am with Americas Best Value Inn Crosstimbers located in Stephenville, tx. I am responding to a complaint made by a customer. The customers name is [redacted]. He made a reservation with our hotel to stay for one night. The customer called our hotel requesting to...

cancel his reservation. Our policy is if you book online you have to cancel online. He was told this when he called our hotel. He made his reservation online so I directed him to the site and gave him a phone number to call. He stated that the link was faulty. So I gave him another number to call. He then called back and said they gave him the run around. He stated that he could not keep the reservation due to a recent hospital stay. Our check in time is at 2 pm and he called around 5:30 pm to cancel. I never received a cancellation from the online booking agent and the customer never showed up. We have a 24 hour cancellation policy and he was a no call no show. The customer was charged for one nights stay. We strive to make our customers happy and do what we can to help them in any way possible. We have policies in place for a reason and we have to stick to those policies. We do understand people have emergencies and get sick but if we bend the rules and policies for one customer we have to do it for all customers.Thank You,[redacted]--America's Best Value Inn Cross Timbers[redacted]
[redacted]  [redacted]  *  [redacted]
[redacted]  *  [redacted]

Revdex.com:
I have r[redacted]ewed 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 r[redacted]ewed appear below.I was charged by your business for this room. Even in a pr[redacted]ous response, I was told WHY I was charged for this room--- I was told that I never canceled it. Your business believed that I did not cancel it, therefore your business did in fact charge me for the room. As soon as I provided proof that I had canceled, I am now receiving a different response that I was never charged. That does not sound right or honest to me. Your business receives payment for this room. Orbitz does not take an entire $60 for themselves without paying the business for which they are booking the room. I do not appreciate receiving multiple excuses.
Regards,
[redacted]