Caris Healthcare

Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ Mr[redacted] was of check outs on 09/19/2015.The house keeping staff reported ashes in window areaI personally inspected the room when this was reportedThe room smelled of smoke, and there was ashes in the window areaWe do provide smoking rooms on the 2nd floor for those that request themFirst floor is strictly a non smoking floorThis guest also signed a registration card stating that he would be charged a fee for smoking in a non smoking roomWe only charged him 50.00.When guests smoke in a non smoking room, we have to shampoo carpets, wash curtains,walls,bed skirts, linens,shower curtains, It is a labor intensive job that cost the Hotel extra time, supplies, money, & man power to correct this type of problemI stand firm on this chargeHis money will not be returnedUnfortunately these sort of things happen from time to time in the Hotel businessHopefully this guest will refrain from smoking in a non smoking room in the future

These guests came to town to compete in sports w/ their childrenThey gave a declined credit card to reserve the roomThey canceled too late to not be chargedThey checked in, played their sport event, lost, came back, ate, showered, brought a bed bug to the front desk in a sandwich baggie, with
a tissue in it, with a full grown adult bed bug in the baggie...We did offer to put them in a different room, they refused.The front desk clerk did call me immediately, to report the issueThe guest were demanding their money back, & not be charged for the toom.I contact Orkin @ 8:Amsunday morningThe Orkin Tech arrived @ 9AM inspected the entire room bedframes wall plates & switchesWe tore up carpet edges took backings off the box springs, we were very thoroughNo findings..The Orkin Tech Even stated this was odd, due to the size of the bed bug in the baggiebed bug does not live aloneThere are always eggs, feical matter, blood, other bed bugs, when there is a bed bug of that size.The tech from Orkin said, "This does not make sense..." "That bed bug is not from this room..."It is my opinion that this guest was looking for a free night stayIt was the front desk clerk on duty that evening of the 17th, & the assistant manager that was on duty that night, both inspected the room, & commented to me, that the guests actions, & interaction with them was very oddNothing added up.I instructed the clerk & the assistant manager to offer them another roomIf the guest refused, than leave their reservation in place, & we will have the room inspected by Orkin as soon as their office opens on SundayIf their are no findings from the Orkin professionals, this guest will be charged the full amount.Unfortunately I have addressed this issue on several different website, I have addressed it with corporateI have addressed it with the guests several times.No findings means no findingsI can not pay for a room that was ate in, bathed in, & used both beds...If I allowed everyone that tried to get out of paying for our services, to actually get away with it, we would no longer be a buisnessWe would be out of business.These people should pay for services provided...It is not in our best interest to deny a problemAll issues at our hotel are addressed immediatelyIt is not our policy to take advantage of any of our guestsWe care greatly about all of our guests.Clearly the money issues that were presented throughout their stay, I s motivation for them to obtain a free night...The cost to have this guest truley out ways the charges that were placed on their credit card...10s of thousands of people read their damaging reviews they put online(which I am in the process of having them removed)Many working hours have been spent on this issue.The fact still remains, we not have bed bugsThe professional reports states the fact.The guest will not be refunded.Wyndam Corporation has dropped the case du to the facts.Kind Regards,Kitty ***G.M.Super Kelly Ave.Pekin, IL 61554Phone # 309-347-

B.B.B,This guest did check in at 6:am.His arrival date & departure date are the same, as you can see on the folio page I have sentIt is also on the registration page I have sent.Check in time, is 3pmCheck out time is 11am.Upon 11am at check out time, all housekeepers are to go to the
rooms that are due to check out, & alert the guest that it is time to check out.This guest did not answer his doorHe did not answer the phone, which is located on the nightstand next to the head of the bedThe front desk had called me, & stated her concern about this guest that was not answering their door or phone, & was due to check out.I directed the front desk clerk to allow this guest a late check out at no charge due to the fact he had checked in at 6:35amI informed the front desk that this guest was probably sleeping, & could possible have in ear buds, to drown out any noise, & not to worry.We allow noon late check out at no charge, & at 1pm check out at no charge to any Wyndham reward member.As you can see on the registration page, it shows his Wyndham Rewards numberI instructed the front desk to give the guest until 1pm before the approach the room again.After 1pm the housekeeping staff knocked on his door several times & received no responseThey had thought this guest had left, & used their pass key to enter the room, only to find the safety chain lock engaged, not allowing them to enterThe house keeping than alerted the front desk clerk the guest was still in the room, & still not responding.Front desk than went to the room with the house keeper to try to get a responseAfter not receiving any response, the front desk called me again & expressed their concern that maybe the person was injured or unconscious, or possibly deceasedI than instructed them to keep me on the line while they go to the room & let me hear how load they are knocking, & how loud they are talking to determine if the guest should be able to hear themThey were in fact pounding on the door, & in fact Yelling through the door, in a manner that any one should have heard them.I than instructed them to call the police, & get assistance in getting into the room for a wellbeing check.Police arrived, & tried several times to awake this guestAt the time the police were about to use bolt cutters on the chain, the guest woke up, & responded to them.I instructed the front desk to make him another reservation if he wanted to stay any longerI was on the line with front desk when the were trying to get him another reservationThey stated he wanted to continue to stay with the reservation that was due out hours agoThe front desk stated that the guest wanted to speak directly to meI agreed, & spoke to him on the phone at the front decki informed him that he did sign the registration form that had a departure date of the 9thhe stated he was upset that he was woken up by the policei apologized to him & tried to help him to understand that there was great concern for his wellbeing, & I explained how many attempts we had made to communicate with himhe was still upset, & wanted to stayI told the front desk to extend his stay to the 10th, & let him go back to sleep.When the front desk clerk changed the departure date in the system, it declined his credit cardthis Declined (pop up message) appears when a guest does not have enough money in their account to cover room & tax.I was still on the line with the front desk clerk while she was trying to extend his stay, & could hear all communication between her & this guest.She did inform him that his credit card had been declined, & asked him for another form of payment.He refused, & said he was not going to payHe stated he wanted to talk to me againAs I was still on the the line listening, I instructed the front desk to hand him the phone.I tried to explain to him that our system will not allow us to extend a stay, nor will it allow us to check him in with another reservation with a declined cardIf he could provide another form of payment we could get him back into his room.He stated he was angry being woke up by the policeI responded to him that I was not exactly happy to have to call the policeWe did our best to handle this issue without the police, but when we could not get any response from him for hours; it was our duty to call the police for a wellbeing check.He said "FORGET IT!" "I will take my money to another hotel!" at that time he handed the phone back to the front desk clerk, & I instructed her to check him outI also instructed the clerk to give him minutes to a half hour to get his belongings, than go check his roomThe guest did in fact go to his room, gather his belongings, & vacate the premises.As far as his statement about being military person, that was not mentioned.He was not given a military discount due to the fact that he did not mention he was military.My father was military, & my son is currently in the military for years nowI have the utmost respect for every military personalI am proud to say our hotel was the first business in our City to provide military veteran parking

Initial Business Response /* (1000, 5, 2015/12/07) */
Mr.*** was of check outs on 09/19/2015.The house keeping staff reported ashes in window areaI personally inspected the room when this was reportedThe room smelled of smoke, and there was ashes in the window areaWe do provide
smoking rooms on the 2nd floor for those that request themFirst floor is strictly a non smoking floorThis guest also signed a registration card stating that he would be charged a fee for smoking in a non smoking roomWe only charged him 50.00.When guests smoke in a non smoking room, we have to shampoo carpets, wash curtains,walls,bed skirts, linens,shower curtains, It is a labor intensive job that cost the Hotel extra time, supplies, money, & man power to correct this type of problemI stand firm on this chargeHis money will not be returnedUnfortunately these sort of things happen from time to time in the Hotel businessHopefully this guest will refrain from smoking in a non smoking room in the future