Country Inn and Suites

Complaint: [redacted]
"line-height: 150%;">I am rejecting this response because: The business never contacted me to apologize or inform me of my refundI found out that I had been reimbursed by calling the corporate office againThe management of the business made no effort in trying to fix the problem and therefore, I have no sympathy for them about the way they choose to run a business and treat a costumerIn closing, if I can help someone else avoid getting caught up in the same thing that I did trying to do business with them, then I'm glad that I was able to help someone outThank you Revdex.com for what you have done through this as well
Regards,
[redacted]

Thank you for your letter dated October 26th 2016 regarding the above case.  Although the gentleman concerned made a guaranteed reservation with us and as he stated forgot to cancel it, we gave him a full refund of his money. He called the hotel once and nobody in management was able to take...

his call at that time so he contacted yourselves, our local chamber of commerce and threatened to contact the Governor. As soon as I received notification that he had contacted us I immediately refunded him and made contact with him to let him know that the refund had been processed. He did say that he would notify all parties that he had contacted to let them know he had received his refund.  If I can be of any further assistance with this matter please do not hesitate to contact me.

Guest made a reservation for nights, days prior to the arrival dateShe did not show up the 1st night and showed up next morning at
data-term="goog_138376276" tabindex="0" "border-bottom-width: 1px; border-bottom-style: dashed; border-bottom-">am and was checked in that time for the following nights
Guest had days to cancel or change her reservation before she arrived at the hotelShe stated that she had no way to call and change her reservation but in reality she had days
She is lying in order to get reimbursed for the no show.
-- [redacted]

Stayed on Memorial Day weekend. We called the hotel directly to book our rooms and they did not inform us that the pool was broken (a huge reason we booked there as we have small kids). Upon arrival they told us that a repairman was coming to work on the pool and it would be fixed by dinner time. Big surprise, it was never worked on or fixed while we were there! Each shift at the front desk gave the same story to all guests checking in. Obviously they were told by the manager to give this story so people would not leave and go across the street to the much nicer Hampton Inn.
My parents room was dirty (hairs in the bed so obviously the sheets were not changed). They were moved to a second room...103...and the refrigerator never worked, the lock on the door was broken, and the air conditioner never cooled the room. When they complained the front desk staff was rude and said to my mom, "We knew she would be trouble".
Our room seemed okay at first, minus the water damage on the ceiling in the bathroom and missing fan, and missing/blown lights throughout, but once the rain started (tropical depression making land nearby), our room began flooding; water began pouring in the window. Thank goodness we planned on leaving early do to the fact that we had no pool and couldn't go to the beach, shopping downtown, or to the outdoor attractions because of the storm.
We went down to get our free hot breakfast around 8 am and they were not replenishing any of the food. Kids couldn't even get cereal because they were out of milk. No staff around to ask about it. We ended up going offsite and spending more money.
We paid over $200/night (with military discount) for this room and we were robbed because this was the WORST experience I have ever had in a hotel. STAY AWAY!!!!
[redacted], the hotel manager, is worthless and will not do anything when you complain. He should be fired for the way he is running this hotel into the ground and telling his employees to lie to customers. When my husband spoke to him on the phone today he gave my husband the wrong number to Corporate (hmmmm, notice any similarities to how his employees also act?? Remember an employee also gave my parents the wrong number for Corporate). Save yourself money and time by staying anywhere but here.

Good day,I did speak with Mr. [redacted] on his issue that morning when he checked out.  The reason I couldn't do anything about his rate was because I couldn't just go by what the guest told me.  I had to research with who ever he spoke with, who checked him in and what exactly happened with...

his reservation.  If I did this for every guest that say they were over charged without researching or seeing what went on it wouldn't benefit my company.  I like to be fair to my guests, my employees, as well as my owners.  I will be contacting Mr. [redacted] on this matter.  I only received one message from Mr. [redacted] with was on 2/7/16 at 12:45 P.M.  I got it this morning when I returned to work.  Thank you, [redacted], General Manager Country Inn & Suites, Meridian, MS

The issue has been resolved with the guest from the Hotel.

I spoke with the company and they stated that the hotel has been cancelled and the consumer would need to go through [redacted] to receive a refund.

I did receive a refund and am now satisfied that I received my money back. The only thing is that I should not have had to call twice myself to make sure it happened. I appreciate the resolution. 
[redacted]

Dear [redacted],
Sorry for trouble you had for not like our property for your stay and we will consider your input to improve our hotel.
Also we would not able to refund any money after guest use the room, since room is not rentable to other customer after that!
If you had not touched anything in...

room and come right back out at front desk then we would be able to refund without any issue!
Unfortunately you came back to front desk after you use the room for 15 Minutes and Bed and Bathroom was also been used.
so in that case we could not give any refund!
Thanks for your feedback.

Ms. [redacted] made a hotel reservation for an arrival date of 4/22/17 and departure of 4/23/17. We guarantee every guest reservation with a credit card. We have a cancellation period up until 6pm on the same day of arrival, which is an extremely common practice throughout the entire hotel industry....

This information is also listed on our website, and most extraneous websites we are associated through booking reservations. It is not common practice at any hotel to include the cancellation time when booking the reservation. Should a guest inquire, however, it is always given. Again, because cancellation procedures are such a common practice in all hotels with the literature listed anywhere online, it is not required to discuss during every reservation booked to the hotel over the phone. Furthermore, I did speak directly with Ms. [redacted]. At NO POINT did she mention a death in the family. If this were true, it would be the very first words from her mouth. We have had plenty of guests cancel for such reasons, and they always begin the phone conversation with the details of why they weren't able to stay. For truthful claims of deaths in the family, we are happy to resolve the issue immediately. Ms. [redacted] only began to mention this claim in her Carlson hotels corporate complaint against us, and now the Revdex.com in order to cause a scene, in an attempt to reclaim money for her mistake of not cancelling her guest room at the appropriate time. It is disgusting that she would lie about such a tragedy, and we will not tolerate such behavior. The evening of her reservation, our hotel was sold out of her room type. We turned away potential guests from staying at our facility because we had Ms. [redacted]'s guest room guaranteed to arrive. We turned away guests traveling for various reasons and revenue in order to accommodate Ms. [redacted]'s reservation that was already booked. No compensation will be permitted to Ms. [redacted].

Initial Business Response /* (1000, 5, 2017/05/28) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
Dear [redacted],
Sorry for the bad experience you had with our hotel during your last visit.
I research the matter on behalf of you that we...

charged $26.12 on your card because you came back to check out more then an hour after check in to the room and you use the Room as we not able to put back in service without Full House keeping cleaning!
We normally do not refund any Money back on this kind of Issue! But you was not satisfied and so we refund $50 out of $76 back to you.
We only Refund full money back if you did not used any thing in Room and come back to check out within 10 Minutes of Check in!
Again sorry for inconvenience you had because of you found our hotel not up to your satisfaction.
[redacted]
GM

I am rejecting this response because: First off I'm not a liar. I don't appreciate being called names. I booked the on Thursday. When I was on my aircraft traveling to come into Savannah I realize the mistake I made. When I landed in to Savannah I called n explain the mistake I made, and was told not to worry they will fix it.I have no problem with the service it was great. Everything in the hotel was clean and great. I'm not a liar it was an honest mistake and I was requesting reimbursement because of the circumstance.
Regards,
[redacted]

Here is a picture of ashes on the floor next to the bed from his room the morning of his checkout. The entire room smelled like smoke which is why the housekeepers brought it to the attention of the front desk staff who in turn notified management. If the guest is claiming he is not a smoker than...

maybe it was the woman that was with him during his stay.

Good day,
I did speak with Mr. [redacted] on his issue that morning when he checked out.  The reason I couldn't do anything about his rate was because I couldn't just go by what the guest told me.  I had to research with who ever he spoke with, who checked him in and what exactly...

happened with his reservation.  If I did this for every guest that say they were over charged without researching or seeing what went on it wouldn't benefit my company.  I like to be fair to my guests, my employees, as well as my owners.  I will be contacting Mr. [redacted] on this matter.  I only received one message from Mr. [redacted] with was on 2/7/16 at 12:45 P.M.  I got it this morning when I returned to work.  Thank you, [redacted], General Manager Country Inn & Suites, Meridian, MS

Review: Today on [redacted] I was shopping around for my trip I am planning in the summer. I was going through and looking for option to book hotel but under pay at hotel. I did not want to pay immediately due to me being aware I did not have funds available. My computer froze at work, before I can do anything and I get a confirmation email saying I had paid in full when I did not agree to do so. I realized my error and I called [redacted] to ask to cancel because it was an error and explained my whole situation advising that this was not something I intended to make payment on. I wanted to do pay at hotel and was looking for an option and my computer froze and before I knew it my account was charged causing my account to go into the negative so [redacted] called the hotel and explianed situation and the hotel was unwilling to cancel transaction and I am not happy about that. They were not willing to help me or bend a little and I thing that is un customer service like. I immediately called to cancel transaction I did not authorize or intend to complete today and they would not do it. I had to call my bank to dispute transaction in which it does not promise my account will be fixed which can cause issues with me getting my rent paid as well as other bills I need to pay.Desired Settlement: I want them to cancel the transaction immediately so that I can receive my funds back into my account because I feel it was not right when I told them it was not something I intended to authorized and it was accidental.

Business

Response:

I spoke with the company and they stated that the hotel has been cancelled and the consumer would need to go through [redacted] to receive a refund.

Consumer

Response:

I did receive a refund and am now satisfied that I received my money back. The only thing is that I should not have had to call twice myself to make sure it happened. I appreciate the resolution.

Review: I stayed at this hotel Friday evening, October 18, 2013. After checking out Saturday morning October 19 I realize just two hours later that I left my [redacted] pillow in room [redacted]. The pillow has a value of $99. I called the hotel immediately which was around 2:30 PM. I was told to call later because housekeeping was busy getting rooms ready. Following their directive I call back at 8:30 PM Saturday evening. I'm then told that no pillow was found and I should try back the following morning. I call on Sunday, October 20 9 AM 12 noon and we stop by the hotel at 2:30 PM. No pillow and they would not even allow us to go check in the housekeeping room for it. Here is the clincher: it had a dark blue pillowcase to it when all of the country inns pillows have white pillowcases. It was left on the bed so there is no way housekeeping could have missed it. I am 100% sure it was left on the bed. So it was either stolen or thrown away by housekeeping. The fact that this hotel has so little regard for its customers property is absolutely appalling. Every time we called or when we stop by we were treated as if we were just a nuisance. If it was a cheap inexpensive pillow it would be no big deal. I am extremely upset and disappointed at the treatment by this hotel staff.Desired Settlement: The only desired settlement is to return my pillow intact or send me the money to replace it which is $99. It is very disheartening to think that a staff would be so unresponsive to its customers.

Business

Response:

I spoke with the General Manager from the company and he says that they did not find the pillow in the room and if a guest leaves behind a belonging it is not the company's responsibility. He stated that they did not find the pillow and they have no proof that the pillow was brought with the consumer therefore he cannot reimburse the consumer.