COMFORT INN

Nisha from the business called to respond to this caseThis customer's account was assessed a holdThe funds have been released and voided in the hotel's system but the customer's prepaid card time frame is daysThe business cannot control that time frame but has done everything on their end
to get these funds back to the customer

Thank you for notifying FCSI of your concerns, it is not our practice to handle our consumers in any way other than professional and this information was given to the VP of Portfolio Management, Collection Manager, *** ***She will look into further, investigate and where necessary, address
these issues with any and all parties concernedAgain thank you for your taking the time to reach out

I set up to do business with this company and during the time when I paid them and had my classes scheduled, my license was compromisedi called and spoke with a man who informed me there was no refunds and I needed to callback later when my license was reinstatedat this time, I do not want to continue to have my novelty held with this company and I have not taken the course at alli called today to discuss the option of having my money refunded and accepting the $charge that would be assessed for the refund or thank I would reschedule to be done with this company and I was told that I waited to long and that I need to work with the company, that they don't owe me any favors, and that he figured I forgot and wasn't expecting to hear from mei was also denied to reschedule since there were closed now and I didn't have a choice anymorei paid my money and I expect to have it refunded to me for the fact that I did exactly as I was told and I don't want my money just floating aro

FCSI received the account for collection on or about 11-18-with letters sent and calls made with no contact until 2-23-Ms *** spoke to the representative and agreed she would pay the debt for a lesser amount than she owed, a settlementThe amount was paid and posted to her account on
2-24-and was told the letter won't go out until the settlement offer was approvedOn 3-10-Ms *** called in wanting her settlement letter and one was mailed that dayFCSI has no control over how long the US post office takes to deliverI have again today requested that a settlement letter be mailed to Ms ***FCSI has been in business for over years and could not maintian such a history by stealing anyones money, the accusation is somewhat offensiveMs *** was allowed to settle her debt for less than she owed and a letter was mailed stating that, as a courtesy, FCSI has mailed another letter to the consumerThank you

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,
*** ***

This Guest called the Hotel and booked her own
reservation as well as another room for a second guest traveling with her for arriving that same night, they put the call on speaker phone and each spoke with the Front Desk Agent.
Upon them booking their
reservations they were both informed
there reservations were final no cancelation or changes were permitted. They were also offered email confirmation
letters; however, they declined them as they stated they would be arriving
shortly.
Upon their arrival there seemed to be some
confusion on the rateOur rooms were going for $plus tax per room that night and they
were informed of this upon booking. During the summer time our area tends to fill up and the rates do go up during the Summer season. Our rates were in line with the other Hotels in our area. At no point did our front desk Agent state
the rate was $125, we don’t even have even rates that low let alone even rates, all of our rates end in .99. It was apparent the women weren't listening while they had the hotel on speaker phone and only heard the rate and assumed that was for rooms that's why they themselves divided it in half. For this very reason we offer all of our guests, as all Hotels do, an email confirmation letter to avoid any misunderstandings, but as mentioned this was declined in this case because they were
arriving shortly.
To clarify a few mis-notions made by this guest:A) At NO Point did our Front Desk Agent EVER admit he misquoted the price. We have camera's throughout our hotel and when played back the Front Desk Agent very clearly stated he did not admit he misquoted them, he actually spoke up very respectfully and professionally and restated he was 'very clear what the price was but you had so many people on the speaker phone it may have been something you did not hear.' B) Her Credit Card was NEVER Charged till after 7am the NEXT DAY. We do, as ALL Hotels do, put a hold for one nights room and tax once we are past our cancelation deadline as was the case at the time this guest booked. This is a practice done as a result in case a guest does not show up the Hotel has a way to get compensated for holding a room, but her card was NOT charged. C ) The Hotel tried it's best to work with these guests and as a gesture of good faith the Hotel offered to waive the fee on one room and they could share the otherWe are a very busy area and the Summer season is a
very busy time in the New York area, as a result the rates reflect this. However, with that said, I did try my best to
work with this guest and the other party and offered to cancel one of the rooms
with no penalty and they could share the second room that was more than
adequate to accommodate up to guests, and as a result it would cost them just
what they thought it would when broken down between the parties. I even offered to waive the extra fees for
having more than guests in a room but they still insisted on not wanting the
room. I informed them I felt my offer to
work with them half way was more than reasonable since when they booked they
were informed the reservation was final and I also informed them if they opted
not to stay they would still be charged for the one room. They still chose not to stay and were well
aware of the charge, and even though the offer to waive one fee was based on them staying for the second room, I still kept my word and waived the fee for the second room even though they didn't stayI tried my best to work with a difficult situation but there's only so much we can do.
This guest has in fact been contacted by me as well as Choice Hotels, so it's unfortunate she's chosen not to relay all the facts. This guest originally sent me a letter and I would like to say it was a rather threatening letter that if I don't give her what she want's she's going to attack me in every way possible. This is a very poor and distasteful way to do things and is rather unfortunate that someone chooses not to take responsibility for their error in addition not appreciate that the Hotel did in fact help them out. They got the very price they wanted but still chose not to stay and the mere fact is they just had a change of heart and decided they wanted to drive further and now didn't want to get stuck paying for rooms, which is very unfortunate. As this guest has stated she is still working with the Credit Card Company and that's because they too sided with the Hotel and felt that we were more than accommodating in this matter as did Choice Hotels. I feel this guest is purposely going out of her way just to bully me to get her way and I don't think that's right and we stand behind our decision and feel we tried our best to work with this guest and were more than fair to waive one of the fees. It's unfortunate this guest feels the need to keep slandering our Hotel and me but I just won't give into anyone Bullying me or my staff, especially when we didn't do anything wrong and even then tried to work with this guest. We are not at all unprofessional nor dishonest (As stated above, I even kept my word and waived the fee for the second room EVEN THOUGH THE OFFER WAS BASED ON THEM STAYING IN THE ONE ROOM WHICH THEY DIDN'T DO BUT I STILL WAIVED THE FEE...DOES THIS SOUND LIKE SOMEONE THAT IS DISHONEST OR UNPROFFESTIONAL?)
Best Regards,
Rashi ***
General Manager / Comfort Inn Batavia

[A default letter is provided here which indicates your acceptance of the business' responseIf you wish, you may update it before sending it.]
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. This poor manager apparently got stuck with a mess made by Choice Hotels She has accommodated us and made this right Thanks!
Regards,
*** ***

The payment the consumer references making a week ago was made on 8-22-16, days ago and didn't post to her account until 8-23-16, days agoShe paid a portion of the debt in a settlement agreement and the protocol is to get a response from our client agreeing to the settlement before we send any
confirmation of settled in fullThe manager directed the supervisor to go ahead today and email the settlement letter to the consumerThat was done and the consumer should have that information in her emailThank you

FCSI received the account for collection from the original creditor,***, on or about 4-14-in the amount of $for *** service account # *** for dates of service of 1-20-until disconnected 05-06-at the same address as
listed in this complaint, the same address the consumer confirmed with the rep as her addressFCSI takes the accusation of foul language very seriously, and upon listening to the call, there was absolutely no cursing nor did the rep state anything about being in trouble with the lawI have requested final bills sent to the consumer for their review and in order for *** to investigate her dispute, we will need to know what the nature of the dispute isPlease have the consumer detail the dispute so we may forward it to the original creditor for their investigation in helping resolve any issues related to this debtThank you

I am responding to the rejection from Ms***.There are posted surveillance camera signs on the entry's both front and rear of the buildingThese were installed for everyone's safety(Guests & Staff) and are not in any way against the lawI am sorry for the loss of your family members.? Ms, Small nor I knew anything of any family accidentThis complaint is in regards to Ms*** stating the Comfort Inn is the dirtiest hotel she has ever stayed at and without speaking to anyone at the hotel would like 100% of rooms refunded.I happen to take offense to this accusation working at this property for years and knowing we have passed all of our inspections in the 95% range and now stand in the top 1% of Choice Properties for cleanliness.We also have posted at the front desk a Commitment to your satisfaction which reads ? We want to hear from you.If you are not satisfied with our accommodations or service, please let the front desk know without delay so me can make it rightThe Comfort Inn was not given the opportunity to address the issues in questionThere would not have been any confrontations, Ms*** could have mentioned the issues, the staff would have had the opportunity to actually see the concerns ? and this problem would have been solved.? I will not admit to being wrong to anyone when a complaint comes over weeks laterI ? invite everyone to visit the Comfort inn of Plymouth and see for yourselves just how clean this hotel really isUnfortunately there will be no compensation in regards to this matterThank you and have a nice day! ? ? *** ***General ManagerComfort Inn PlymouthSamoset StreetPlymouth, MA 02360? Tel:? ? ###-###-####Fax:? ###-###-####Email:? [email protected]

[A default letter is provided here which indicates your acceptance of the business's offer.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***
I was finally able to receive my money *** once *** had to terminate Comfort Inn hold after daysI stayed at the *** *** *** *** in September and received my funds back with no problem*** stated Comfort Inn failed to refund it back and they simply didn't care to correct the matter but tried to use there words and screws it around let it was *** doing.Thanks,*** ***?

Complaint: ***I am rejecting this response because of several thingsThe last documentation provided by the hotel for cleaning my room was clearly noted as 9/27/& throughout the entire letter to capital one he clearly implied he directly spoke with meThere are a number of uncharacteristic issues with this issue that are highly suspiciousHad I truly stayed at the hotel through 9/28/the hotel would have provided documentation dated 9/29/showing they cleaned the room after I left but none was providedThe last day my room was cleaned was 9/27/If there wasn't an African American employees at the hotel then why was there one behind the counter when my son & I went down Saturday, 9/26/to let them know I was checking out in Sunday who clearly told me my account had a hold on it for the full amount & there was nothing she could doIf she wasn't suppose to be there, then where was the regular clerk? The African American clerk was speaking to an African American guy who clearly said "I meet you later"This whole ordeal is highly suspiciousA GOOD MANAGER should also find this unregulated to business conduct & research further with his staff to find out who is not following procedureI did not get a receipt of any kind & was clearly told I could not due to the hold on my credit cardFurthermore, why would a hotel place a hold on my card prior to me checking out? Other hotels do not do thisConsidering the rating if this hotel along with poor staffing & management direction, the business is clearly trying to keep their ? integrity instead of dealing with customer ? satisfactionDo you think I'd be fighting this hard to get the one night stay credited back on my card if I hadn't been treated with disrespect & dishonesty? Obviously the answer would be no.? Sincerely,*** ***

Let me clarify that I shouldn't have said I in the response to the credit card company, but when I sad "I" it was meant as a "we" as in we (the company) had talked to her and I apologize for thatI personally did not speak with this person but several people on my staff didI do not work weekends
and the first time *** made contact was on a weekendI did NOT receive a message to call her but was told by Tori, one of the staff members that she would call me on Monday, I waited and never received that callWhen *** called, I immediately received a call from my staff member about the situationMy staff member was detailed about her conversation with the guestFirst and foremost, I do not have an African American female on my staff and I have not since JuneThe last African American staff member I had was a male who left the company on September 5, When I arrived on Monday, I gathered all the information I had for this guestI checked every record from registration card to housekeeping sheetsEvery record I had was very clear that the room was occupied by this guest, the only conflicting information from what all the records showed was what the guest is sayingIn October 20, 2015, I received a dispute from the bank the card is issued by, and I provided our side of the story in addition to all the records we had showing proof the guest stayed here, the dispute was ruled in our favor and the charges stoodBanks always rule in favor of the cardholder unless solid evidence is provided to support the case of the merchant, this is common knowledgeAs far as billing goes, never at any time would a guest be denied a receipt for their stay regardless of any pending authorization that may still be pending upon checkoutWhen a guest checks in, they are not charged, their card is authorized for the amount that is expected to be needed to cover their staySince she checked in for three days, her card was authorized for three daysHad she checked out before that three day period, the additional authorization would have still been pending for at least hours , then ? fallen off and her account creditedUnfortunately, she did NOT check out a day early according to all the records we have on fileWe secure the amount for the stay at check in, and room charges post nightly, then finally after the entire stay, a payment is collected from that authorization, if there is more authorization being held than is needed for payment, it is releasedWe authorized $384.42, the amount of the stay was $so we took payment for that from the authorization, leaving nothing else being held or to be credited.We are a very busy hotel with a superior reputation there is no reason for us to take anyone’s money, we stay very busyWith that being said, the guest was only charged for the time they were here

We have sent the refund to the credit card on filePlease see attached - Thank you

Thank you for bringing this to our attention. Kelley Blue Book was able to determine that this phone number was entered by a visitor. The phone number was shared with two dealers as requested by the visitor. Kelley Blue Book does not have any information about the phone number and whether it was...

accidentally or intentionally mistyped. The phone number has been removed from our system and each dealer was notified not to use the number.  We apologize for any convenience and trust that this is a satisfactory outcome. Kelley Blue Book

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below.?
Nisha is aware that her hotel Comfort Inn forward money to a virtual card ending in *** that is not the prepaid credit I used on November ? 22, for However, she stated was replied back to my card on November 26, after I checked out on November 25, *** explain to Nisha that a hold was still place on my card and come December 22, after 3:pm I would have to file out a dispute form and *** will be contacting Nisha about my missing fundsAlso, *** *** customer service *** spoke to Nisha and explain that they didn't ace the money on the right card*** *** customer relations states they see the money went back to ***Nisha employee Pat stated the money went back to card last four ending *** and not my cardEveryone states there is two cards on file and I only have oneThe one card I have wasn't refunded back as promise and Nisha refuses to correct itEveryone states it goes back to the hotel and the hotel is blaming ***I booked though *** *** app and they explain to me that they created a virtual card to make the reservation not for anything else with the hotel for security deposit and Nisha needs to own up to what they didI'm sure if she was entire to a refund she would keep pressing the issue or take it to courtInstead I have to wait days to dispute the momentIt's not *** holding money it's Comfort Inn who explain it to NishaI hope this has nothing to do with my kids father working thereIf so, this makes it more personal and explains my refund.Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
While this is a good start, it is not an acceptable resolution as per what I have specifically requested.  Please review my request and provide a response in full.
Regards,
[redacted]

The reason that there was no resolution from Choice Franchise was that this was a guest who we as a hotel had issues with.  Unfortunately this guest should have been asked to leave the premises as she had more than the allowed number of guests in the room.  The room was crowded with...

personal items which we were unable to clean.  Further, the room was full of food that was left uncovered.  This behavior will of course bring pests into a room. This guest did file a complaint with Choice but after reviewing the situation Choice agreed to side with us and no refund was issued. This guest is now on our do not rent list.

KBB is corresponding directly with the consumer and investigating the interaction between consumer and dealer. KBB will provide more information next week.

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