AmericInn

Good afternoon: I am emailing in regards to a letter I received in the mail today, addressing a complaint from [redacted] I have read her complaint, and she did in fact stay here on 6/7/and had a birthday party in the roomReservations were made on 6/5/for a standard room with queen bedsShe lives in Oshkosh and was billed our Best Available Rate (BAR) of $+ tax for the evening, and they paid cash for their room and tax upon check-in Upon checkout it was discovered by the housekeeping staff that the mattress and box spring were off the frame and up closer to the wall and called in MaintenanceMaintenance staff went into the room and discovered the frame brackets (which hold the box spring in place) were broken on one side, and the box spring was brokenShe was billed accordingly to get a new box spring and brackets She called the hotel and spoke to the desk clerk and asked what the charges were for, and was informed what was discovered in the room when they left, and the conversation ended with [redacted] hanging upLater that day, a man called and asked to speak with me, and he did not give me his name, so I apologize I am unable to provide that informationHe stated that the bed must have been broken from a previous guest and they didn’t do it, and that he spoke with their attorney and I can’t bill them and demanded to refundedI informed him that housekeeping staff wouldn’t have been able to make the bed with the condition it was in and had not happened prior to Ms [redacted] checking in The gentleman became very hostile on the phone, and told me he was coming down hereI told him that he wasn’t permitted due to his behavior, and if he had any other issues, to file a dispute with his card holder and we will deal with them regarding the chargesHe asked for the corporate office’s number, which I provided for him I did explain to him that since they had a party in there, any one of their guests could have done something to the room, and the cardholder is responsible for that just like any other hotel stayEven though things likely weren’t intentional by their guests, the responsibility lies with the person who booked the room to ensure the room is turned over in proper condition, and that we weren’t doing anything inappropriate on our end other than recouping our costs to get the room back in rentable conditionHe continued to swear at me over the phone, and I told him any future correspondence will be with our corporate office and his card issuer Our corporate office contacted me, and got the information from me including the pictures of the damage, and told the guest that there’s nothing they are able to do since there’s clearly damage in the room and they would have to dispute their card charges I have attached pictures of what was discovered when they checked outIf any other additional information is needed, or statements from the housekeeper or maintenance staff that worked that day to verify information, I am happy to provide that I hope to get this resolved in a good standing Thank you for your time! [redacted] General Manager

Final Consumer Response / [redacted] (2000, 9, 2018/04/04) */ They finally got back to me and refunded my money

Customer was part of commercial contract group working on a large project here in town Rooms were set up months in advance and all parties booking for individuals staying were made aware that booking would be billed for complete stay booked in its entirety Current customer's company had booked and made it clear that room was to be shared with another individual and customers card was to be used on this room We cannot possible be responsible if customer decides not to stay in this room and books another room on his own without making sure that all parties involved have been made aware of this change, customer should have made the effort to cancel room being held for him and second guest Customers credit card/debit card was not charged for any amounts other than actual nights stayed in second room, charges he is referring to were in fact only pre-authorization amounts which is a customary practice within the lodging industry Our brand corporate office as well as me personally have spoke to customer, customer has unreasonably ask us to refund his entire even after he has stayed in the room the entire time I did explain to customer that if he has accumulated any additional fees from his bank due to additional pre-authorization that he simply needed to send me official statement from bank showing actual additional amounts charged and I would look at this and do "the right thing" [redacted] - Owner/Operator AmericInn Lodge & Suites

Initial Business Response / [redacted] (1000, 6, 2015/07/17) */ Hello, I was the person who checked [redacted] inI was also the person who witnessed the smell in the roomYes I did call the guest but did not charge any extra cleaning feeI have also called the guest on Wed Jul 15th and left her a message after she reached out to the AmericInn Corporate officeI am willing to give her 50% OFF of her stay which will be $credit back to her account Please let me know when I can isssue the credit Thank you, [redacted] Manager Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I do accept the manager's offer, I still find her behavior appallingI hope in the future better business practices are usedIt would be understandable to reach out to a customer if you have questions, but to falsly accuse somebody of illegal activity and to threaten to charge them extra in a voicemail is inexcusable

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 belowI do not agree with the response from [redacted] of AmericInnI first do not agree with her response about giving me the a general phone number that is on her business cardI believe she may be correct when she stated the phone number she gave me for reservations was the number on her card, however; I asked Ms [redacted] for the phone number to directly contact their corporate office to voice a complaint about the way she spoke to myself and my friend when we called herShe stated that she did not mean for me to misinterpret the information she gave me, but as the hotel manager, there should be no reason why she should not have given me the phone number that I asked forAs I have previously stated in another response, the gentleman that I spoke with at the phone number she provided me said to me that that particular phone number is used only to book reservations, and that he could provide me with the correct number to contact corporateI think this was very misleading, and believe Ms [redacted] knew she was giving me the incorrect phone number because she didn't have the proper evidence that it was anyone with me that broke the bed frameAnd because when I asked for her name and the corporate number that I would be voicing a complaint about her specifically I again disagree also with the fact that my male friend that she spoke with was rude and certainly did not swear in their conversationHe has a very deep and loud voice naturally and she may have mistaken that for being "mean", however; I was present during this conversation and he simply said to her that we would like to come to the hotel to view the damages, because we felt it was unfair to pay for damages that we knew we didn't causeI still believe that if there were indeed damages to the bed frame in the room we stayed in, how can they prove that it was from us and not from a previous visitor? I feel this is why she wouldn't allow us to come view the damagesAnd she didn't state the reason was because my friend was rude or anything of that reason, she simply said we weren't allowed to come view the damages because after she files a claim for damages the broken or damaged property is only able to be viewed as pictures and sent only to the credit/debit card companyI think that is unfair and leads me to feel that she was only making up the damages because she was upset that we had extra visitors for approximately an hour and felt they should charge us extra for that reason and made up the damagesThere was no date stated on the picture, which leads me to believe that the photos could have been taken of any bed frame from any time frame and attempt to charge me forI do not accept these charges and will continue to voice my concern Not only was Ms [redacted] rude to both myself and my friend, but she has changed her story and stated that she apologizes for misinterpretation of what she has said, but if she was telling the truth, there would be no need to apologize for misinterpretation if she had done her job of answering questions with the correct answers, as a hotel manager should and Ms [redacted] did speak to me I asked her name and informed her that I would be making a complaint against her and she stated go right ahead Regards, [redacted]

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 belowI reviewed the response made by the management of AmericInn hotel of which I made a complaint about, and disagree with most of what she statedI was next to my male friend who called management after I did, and he not once used profanity or yelledI witnessed him tell her that he will contact an attorney and told her that he would like to come there with myself and take pictures of the damage that I am now "responsible" forShe said that was not allowed and only the credit card company would be allowed to view photos of the damagesHe told her that didn't make sense, if I would be responsible for paying for damages I should be allowed to see them, because how would we know that they weren't taking or using photos of another room's damagesShe was very short and rude with him and they ended their phone callI called later that evening and told her that she was rude to myself and my friend and that I would be reporting her to corporate and she said fine, go aheadIt was not the male who she stated she gave the corporate number to, and the number she gave me was a reservation lineI asked them if it was the corporate office, and the gentleman I spoke with said this was only the reservation numberHe then proceeded to give me the phone number to corporateThis is unacceptable to me, that the manager was already very rude, and then when asked for corporate's number, as a manager, she should have that information and gave me the wrong information either on purpose or wasn't doing her job correctlyI feel that overall, she gave myself and my friend the run around with the whole situationWe would have noticed that a bed frame was damaged before checking out and would clearly understand the chargesHowever, we are confident that there were not damages and are not willing to pay for damages that we know we did not do to their property and were not allowed to come back in to see for ourselves, which further makes our assumptions that they did not have damage to the propertyAlso in her response, she mentioned a birthday partyWe did not have a birthday party at the hotelWe had a few family members meet us at the hotel that afternoon shortly after we checked in, and then ALL of us left less than an hour later to spend time with famiy elsewhere If they were to review the security footage you would see that we all left the room and didn't return until around 10:pm that night and upon returning it was only a adult and kidsI do not accept these charges for damage and would like to continue the investigation and continue with my complaint [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Customer was part of commercial contract group working on a large project here in town Rooms were set up months in advance and all parties booking for individuals staying were made aware that booking would be billed for complete stay booked in its entirety Current customer's company had booked and made it clear that room was to be shared with another individual and customers card was to be used on this room We cannot possible be responsible if customer decides not to stay in this room and books another room on his own without making sure that all parties involved have been made aware of this change, customer should have made the effort to cancel room being held for him and second guest Customers credit card/debit card was not charged for any amounts other than actual nights stayed in second room, charges he is referring to were in fact only pre-authorization amounts which is a customary practice within the lodging industry Our brand corporate office as well as me personally have spoke to customer, customer has unreasonably ask us to refund his entire even after he has stayed in the room the entire time I did explain to customer that if he has accumulated any additional fees from his bank due to additional pre-authorization that he simply needed to send me official statement from bank showing actual additional amounts charged and I would look at this and do "the right thing" [redacted] - Owner/OperatorAmericInn Lodge & Suites

I purchased a car from this dealership after negotiating and settling on a out-the-door price (with taxes registration and plates)over the phone with one [redacted] who purportedly works with the dealershipWhen I went to make the payment, [redacted] was not available even though I had called earlier to inform him I was coming to the dealership to finish up the dealI was told to make a down payment to "hold" the carBefore I made the payment, I specifically inquired if the agreement that I had with the [redacted] still stands and I received an emphatic "yes"Fast forward to the piday: I met [redacted] at the dealership with the difference of the cost of the car and rode home with a day temporary title issued by [redacted] together with a final receipt for the full amount of sale received by the dealershipJust when I thought I have had a clean transaction with this dealership, I realized my plate was not coming in the mail as promised so I made some calls and made a quick dash to the dealershipFirst encounter with ***: I was told that there was an issue with my mail address so the plate and registration was returnedSecond encounter with ***: I was informed on the phone that my purchase did not include plates against what he and I have agreed all along! Last encounter: [redacted] showed me a paperwork that I have signed(in fine prints)showing that I agreed to pay Licensing, Registration and other documentation fee! He informed me that because my commitment fee was paid to another person,our deal over the phone and in person was null and void and that my signature speaks for itselfTo reiterate; he prepared the documents for me to sign when I came to finish up on the deal with the rest of payment! This business has shown enough bad faith to me in this transaction and I therefore want to inform other unsuspecting people to be cautious when dealing with dealershipI would be pursuing other avenues to seek redress but I want to public to be know of my experience

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ I do not understand where [redacted] is understanding that she was charged an extra $It was very clear what amount that she was going to be charged when she checked in because I negotiated a rate with herShe stated that the front desk said that if she were to pay cash that we would lower the rate for her...which is entirely untrueI have attached the signed registration form (which includes the rate along with the duration) and a receiptShe did not stay the entire duration because she was asked to leave the premises She was asked to leave because she left her children here ALONE with no parental supervisionThere was a child approximately years old and one that was approximately years oldThe only other living creature in the room was a dogThese children were left in the room for approximately hours! Worried for the children's safety, we called the local authorities after making numerous attempts to call [redacted] The $fee is being used to fix the damaged door that goes from the bedroom to the den area of the roomIt is clear that the damage was done by the dog in the roomThe dog had torn down the curtains on that doorPlease see the pictures attached for the doorPlease also reference the notation on the signed registration form regarding the damage policyWe also used the damage fee to clean the roomWe spent numerous hours cleaning the room from top to bottomWe had to shampoo the carpet timesI explained to [redacted] exactly what the $is being used for when she called me To sum it all up, it is my belief that [redacted] is making up part of this story because of the circumstance of being evicted from the hotelAt no point did we ever state that her total of her room would be lower because she would pay cashWe have never made this a practice at the hotel and we will never make it a practiceIf we do anything at all, we like to secure credit cards in case an instance like this were to happenIt was very clear to her that she had a negotiated rate of $when she checked inThe negotiated rate was set by myself If you have any further questions, I would welcome a callWe, as always, are always trying to be accommodating to everyone...as we shouldThis case, however, was a tough one to deal with Best Regards, Steve [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The front desk lady DID tell me the total charge would be and if she charged the card that WAS NOT MINE it would be a total of The manager ( Steve ) was not present during that conversationAt the time of filing this complaint I had not spoken to Steve The incedence in which we were asked to leave is completely over exaggerated and I do not have a yr old at allThe card that was charged is not mine and was not signed for by the card holder nor was anything initalled by the card holder eitherSo yes the amount needs to be refunded as they were not authorized to charge it Final Business Response / [redacted] (4000, 9, 2015/09/24) */ We stand by our decision to charge the card a damage fee (please reference previous photos submitted) for the damage that was done by the dog in the room We do not agree what [redacted] is saying about the total charge for the room being less if she were to pay cashWe have never made that a practice at the hotel at allAfter reviewing all of the employees at the front desk, this was never told to her at any timeWe have never lowered anyone's bill for the sole purpose of paying cash at all As for the incidence in the room...we never exaggerate in regards to emergency situationsThe young children (children) were left in the room for a minimum of 2-hoursWe had to call the local authorities because of thisThis was enough of a emergency situation where social services had to come out to the hotel and ask us questions

Final Consumer Response /* (2000, 9, 2018/04/04) */
They finally got back to me and refunded my money

Initial Business Response /* (1000, 7, 2015/09/21) */
To whom it may concern:
When Mr*** made his reservation, our website states exactly what is in each room typeWe cannot be responsible for errors in bookingThis room does not have a Murphy bedThis room type has one king size bed
and a sofa, which is not a sleeperTypically this room type is for two adultsMr*** was offered a room with two queen sized beds which would have better accommodated his partyWe would have allowed Mr*** to move room types without penalty and cancel his first reservationThe most people any of our rooms in our hotel can accommodate is fourMr*** stated at check in that he would take the additional room, we never "pushed" him into the additional roomWe did not "set him up to take an additional room", it was only due to a cancellation that morning that a room even became availableI will not be refunding Mr***
Initial Consumer Rebuttal /* (3000, 9, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I booked online, I chose adults and childrenIt's not my fault that your system booked it otherwiseYou are blatantly lying about being offered a room with two queen bedsI was never offered as such and would have accepted it immediately if it wasI called literally 2-days before I left home to double check this reservationIf your staff didn't lie to me and tell me there was two beds, I would have switched it and been fineHowever, the whole time leading up to the reservation, you lead me to believe that it was for two bedsI feel extremely cheated, lied to, and at the hands of the worst customer service I've ever hadIt's horrible that you have to lie to people to get business and to make people take an extra room that they don't want

We were looking for a Desert Fox toy hauler trailer for our buisiness because of the very good construction design and found a year model that was listed on Ebay
On September 9th I called the listing number and spoke to Rob ( Robert Otis ) and expressed my interested in the trailer and that the listing pictures showed it to be in very good conditionRob seemed very straight forward and professional and said that it was in good condition and was in fact his uncles ( Jason Otis ) personal trailer
I then asked if he could do a walk through over the phone and that I wanted to know if there was any damage
The walk through began on the outside of the trailer, I asked Rob if there was any visible damage to the exterior Rob said that there was a dent in the bottom front panel and that he would text a picture which he did as shown in the phone text messagingThe dent was acceptable and looked to be easily fixed
I then asked the condition of the roof and he said that the roof was in good condition with no problems ( after receiving the trailer it was discovered that there was extensive damage to the roof in the very back left corner of the trailer as shown in the photos ) later when asking Rob about this he explained that he did not go up on the roof)
We then moved to the interior, I asked about the flooring and Rob explained that it was linoliumI asked if there was any damage to the flooring and he said that there was not ( after receiving the trailer it was discovered that there were two tears in the linolium as shown in the photos )
I then asked if there was any water staining or damage to the ceiling and Rob said that there was none ( after receiving the trailer it was discovered that there was damage consisting of bowing and two cracks to the ceiling below the damage to the roof in the left rear portion of the trailer )
I then asked if there was any damage to the cabinets because in these toy haulers at times the cabinets are beat up due to loading toys by the cabinets and he said that there was no damage, ( after receiving the trailer it was discovered that the bottom drawer in the kitchen area needed repair )
I then asked if if there was any other damage to the interior of the trailer and he said that the only damage was a separation strip on the very front wall was coming off near the corner and looked to be easily repairableRob explained that it was like that when Jason Otis bought it, Jason water tested it and nothing ever leaked there
( After receiving the trailer it was discovered that there had been a leak and there was obvious damage to the night stand below the strip as shown in the photo which Rob said nothing aboutThere was also extensive damage to the interior of the wall aproximately three feet in both directions of the cornerThe rot damage to the interior of the wall is easily detected by placing ones hand on the wall which I found in the first few minutes of inspecting the interior)
After agreeing to a purchase price of $the funds were bank transferred and I hired a shipper to deliver the trailerThe trailer was delivered on September 14th finding the interior damage to the front of the tailer immediately
When calling Rob after finding the damage he asked if I could have it looked at and I did so the following dayThe trailer was taken to Anderson campers in which an inspection of the damages were assessedThe technition assessed the damage to the front and also found and assessed the damage to the rear roof area
After speaking to Rob he said that he conveyed the damages to Jason Otis and his uncle said that the driver hired to deliver the trailer must have caused itAs the inspection report shows the damage is more than a year old and was not recently done
I let Rob know that under no uncertain terms did I want to keep the trailer and offered to not only accept the $delivery loss but would also bring the trailer back free of charge just to settle the matter quickly as I needed to find another trailer for our job site
To avoid a long drawn out court battle I agreed not only to accept the $loss, return the trailer myself and also pay a $restocking fee
My wife and my self voiced our objection to the restocking fee to no avail
I have all text messages saved from Robert Otis, Photographs and inspection reports
We would at least like our $returned

I am rejecting this response because:I was over charged she wouldn't fix it thats lie I try toTalk to her and her assistant manager she wouldn't fix at all so I'm not paying for being over chnaged I don't owe at all so ya I'm not paying anything, u started off nice and u turned really mean after that u changed I can't it hurts u ruined my account I had to pay my bank back over dollars in charges since u kept hitting my account u and your staff so I'm not paying you nothing I don't have account because of what's u keep doing every nite and you staff u keep telling them to hit my card u lied and said it was off the system and u just lied about like u are lining now you told me you would stop and u your night staff keep hiting my account for $100/ $50/$and the the $and $need to stop I lost my account I have no card so because of u hiting my card so many time I got nsf fees and I had to pay due to your crap that u and your staff kept doing I asked nicely and u keep doing so I hope u are happy I can no longer have a card or account at all thanks for nothing wow so u will not get thong out of me leave me alone and just stopOmg you have ruin my life and my account!!! For every

The above referenced matter has been resolved and the customer has received the 50% refund amount

I am sending the response that I had sent to her earlier on 1/26/17 from the Corporate complaint:"[redacted], I am sorry that you felt like you needed to contact AmericInn corporate on this issue.  We discussed the issue that you had with one of our employees and came to the agreement that...

he was just doing his job.  I continued to let you stay here with the understanding that you would be making daily payments/or when you were paid would be paying off your balance.  We discussed how I was promoted to General Manager and you were very happy for me so I am not sure where you got Pamela's name.  She has not been the General Manager for a few years now.   I let you stay on your own recognizence that you would be clearing up your outstanding bill before you left the hotel.  As I told you, I did not want to kick you out before Christmas so I let you extend your stay.  You left without a word and with an outstanding balance of $519.19.  I left you a message on your cell phone but have not heard back from you.  I would appreciate a call back with payment information for your outstanding balance.  I know you were looking for a new place to live so I am unable to contact you other by phone or by email. Regards,  Tammy [redacted], General Manager."   We have attempted a few times to collect payment from her card but declined everytime.      Tammy [redacted]General ManagerAmericInn Lodge and Suites-Shakopee

Initial Business Response /* (1000, 6, 2015/07/17) */
Hello,
I was the person who checked [redacted] in. I was also the person who witnessed the smell in the room. Yes I did call the guest but did not charge any extra cleaning fee. I have also called the guest on Wed Jul 15th and left her a...

message after she reached out to the AmericInn Corporate office. I am willing to give her 50% OFF of her stay which will be $58.86 credit back to her account.
Please let me know when I can isssue the credit.
Thank you,
[redacted]
Manager
Initial Consumer Rebuttal /* (2000, 8, 2015/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I do accept the manager's offer, I still find her behavior appalling. I hope in the future better business practices are used. It would be understandable to reach out to a customer if you have questions, but to falsly accuse somebody of illegal activity and to threaten to charge them extra in a voicemail is inexcusable.

Good afternoon,
I have reviewed the response from Ms. [redacted] and she was given the 800 number for AmericInn. Depending on what the situation is, there are different departments such as reservations, guest concerns, our loyalty program etc that they will refer the caller to. This same phone number is on my business card, which is available to every guest. Misrepresenting any information, if took that way, was not intended.
The purpose of her stay is not of importance, as I had no personal contact with the guests' to make my own conclusion of the reason for staying. Whether it was for a birthday party or just to not stay in their house, as they live in Oshkosh, I do not personally know. I was going off of what the gentleman said on the phone and what my corporate office logged in their discussion with Ms. [redacted], which was a birthday.
As stated previously, they were not permitted to onto the property due to the gentlemans demenour on the phone, which is not up for argument. I'm sure they were upset by the time I spoke to them, as they spoke to a desk clerk previous to speaking to me and was upset during that call, but the conversation was not pleasant, he was advised against coming here and he can see the pictures and documention if he dispute the charges.  
I told him documentation would be provided to their credit card company, and the same pictures were given to our corporate office the next day after speaking to the gentleman, prior to this complaint. We have statements from the 5 staff that were working the day of checkout, and also video documentation showing that the broken boxspring was removed from the room they stayed in. We are not trying to hide anything from Ms. [redacted] and have enough documentation to support which room the damage occured and the day.
I have yet to speak to Ms. [redacted] regarding this issue, and only spoke to the unknown gentleman once. All communication with her was with desk clerks and through our corporate office.
Kind Regards,
[redacted]

text-transform: none; white-space: normal; widows: 1; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);">Good afternoon:
 
I am emailing in regards to a letter I received in the mail today, addressing a complaint from [redacted].
 
I have read her complaint, and she did in fact stay here on 6/7/15 and had a birthday party in the room. Reservations were made on 6/5/15 for a standard room with 2 queen beds. She lives in Oshkosh and was billed our Best Available Rate (BAR) of $119.90 + tax for the evening, and they paid cash for their room and tax upon check-in.
 
Upon checkout it was discovered by the housekeeping staff that the mattress and box spring were off the frame and up closer to the wall and called in Maintenance. Maintenance staff went into the room and discovered the frame brackets (which hold the box spring in place) were broken on one side, and the box spring was broken. She was billed accordingly to get a new box spring and brackets.
 
She called the hotel and spoke to the desk clerk and asked what the charges were for, and was informed what was discovered in the room when they left, and the conversation ended with [redacted] hanging up. Later that day, a man called and asked to speak with me, and he did not give me his name, so I apologize I am unable to provide that information. He stated that the bed must have been broken from a previous guest and they didn’t do it, and that he spoke with their attorney and I can’t bill them and demanded to refunded. I informed him that housekeeping staff wouldn’t have been able to make the bed with the condition it was in and had not happened prior to Ms [redacted] checking in.
 
The gentleman became very hostile on the phone, and told me he was coming down here. I told him that he wasn’t permitted due to his behavior, and if he had any other issues, to file a dispute with his card holder and we will deal with them regarding the charges. He asked for the corporate office’s number, which I provided for him.
 
I did explain to him that since they had a party in there, any one of their guests could have done something to the room, and the cardholder is responsible for that just like any other hotel stay. Even though things likely weren’t intentional by their guests, the responsibility lies with the person who booked the room to ensure the room is turned over in proper condition, and that we weren’t doing anything inappropriate on our end other than recouping our costs to get the room back in rentable condition. He continued to swear at me over the phone, and I told him any future correspondence will be with our corporate office and his card issuer.
 
Our corporate office contacted me, and got the information from me including the pictures of the damage, and told the guest that there’s nothing they are able to do since there’s clearly damage in the room and they would have to dispute their card charges.
 
I have attached pictures of what was discovered when they checked out. If any other additional information is needed, or statements from the housekeeper or maintenance staff that worked that day to verify information, I am happy to provide that.
 
I hope to get this resolved in a good standing.
 
Thank you for your time!
 
 
[redacted]
General Manager

Customer was part of commercial contract group...

working on a large project here in town.  Rooms were set up months in advance and all parties booking for individuals staying were made aware that booking would be billed for complete stay booked in its entirety.  Current customer's company had booked and made it clear that room was to be shared with another individual and customers card was to be used on this room.  We cannot possible be responsible if customer decides not to stay in this room and books another room on his own without making sure that all parties involved have been made aware of this change, customer should have made the effort to cancel room being held for him and second guest.  Customers credit card/debit card was not charged for any amounts other than actual nights stayed in second room, charges he is referring to were in fact only pre-authorization amounts which is a customary practice within the lodging industry.  Our brand corporate office as well as me personally have spoke to customer, customer has unreasonably ask us to refund his entire even after he has stayed in the room the entire time.  I did explain to customer that if he has accumulated any additional fees from his bank due to additional pre-authorization that he simply needed to send me official statement from bank showing actual additional amounts charged and I would look at this and do "the right thing".  
[redacted] - Owner/Operator
AmericInn Lodge & Suites

Customer was part of commercial contract group working on a large project here in town.  Rooms were set up months in advance and all parties booking for individuals staying were made aware that booking would be billed for complete stay booked in its entirety.  Current customer's company...

had booked and made it clear that room was to be shared with another individual and customers card was to be used on this room.  We cannot possible be responsible if customer decides not to stay in this room and books another room on his own without making sure that all parties involved have been made aware of this change, customer should have made the effort to cancel room being held for him and second guest.  Customers credit card/debit card was not charged for any amounts other than actual nights stayed in second room, charges he is referring to were in fact only pre-authorization amounts which is a customary practice within the lodging industry.  Our brand corporate office as well as me personally have spoke to customer, customer has unreasonably ask us to refund his entire even after he has stayed in the room the entire time.  I did explain to customer that if he has accumulated any additional fees from his bank due to additional pre-authorization that he simply needed to send me official statement from bank showing actual additional amounts charged and I would look at this and do "the right thing".  [redacted] - Owner/OperatorAmericInn Lodge & Suites