Days Inn

The customer name is [redacted] made a reservation Days Inn in Queen bury,NY for the day of arrival on July 2"j for 1 nights.confirmation No[redacted] Rate is-$ 271.77 Incl Tax Now the day of arrival [redacted] did show up & went in the room & somehow Quality of the room does not match with her standard so end up she like to checkout with out any charge So charge does not apply for her reservation.But some how our auditor got a discrepancy/missing payments & end up charged her card on Oct-17 but already was refunded on Oct 21-2016 of $271.77If any questions feel free call us.

Dear Contact: Thank you for notifying our office of the concern filed by [redacted] at the Days Inn. We are sincerely sorry to hear we did not provide the guest, with an excellent Days Inn experience. You can count on our team to help resolve your concerns. Days Inn is committed to assuring that...

all of its properties provide good service and quality accommodations. We would be happy to assist [redacted] on resolving the concern. Please provide the following information to help us expedite the process: Address of the property. As soon as we receive this information, [redacted] Inn Customer Care will look into this further and respond back. If your office requires any further information regarding this, please contact me at [redacted]. Sincerely, Tara E[redacted] Customer Care RepresentativeSe

Dear [redacted],Thank you for contacting us in regards to your experience.  At Days Inn, College Park; we value our guests and apologize for diminishing the trust you have given us to provide you with a pleasant and comfortable stay.  I would like to once again add to my verbal apology...

and present you will a formal apology for this experience. I am sorry for the confusion in the communication that was conducted at the Front Desk. As I recalled, you were given a refund for the nights spent In the room were their were a complaint, but due to the fact that the charges were paid on an [redacted] credit card;  the refund was given back, to that [redacted] credit card, the guest was made aware that they should contact [redacted];  [redacted] did contact the hotel and we confirmed the appropriate days refund for the room that had the initial complaint. The guest was given the option to stay in a different room for the remainder of their stay or to check out with no penalty charges.At the time of the complaint, the remaining guest of this party did not express any issues with their rooms as they were present at the time of resolution; because of this unfortunately we are only able to give a refund to the room, that had a complaint.  Once we received this letter; the rooms that the other guests occupied were examined and we did not find any evidence of the allegations given.  In addition, feedback such as your assists us in improving our service and property on a daily basis, and please know that your comments and issues will be addressed.  Hopefully, this will be a small step in regaining your expectations in our hotel. SincerelyAlicia W.General Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

I am responding to the complaint filed by [redacted].  I am sorry, but since she booked through [redacted], we are not able to go in and edit or modify the reservation in any way. If she had booked through us directly, we would have been able to help her. Thank you, [redacted]

Complaint: [redacted]
I am rejecting this response due to the following: The aforementioned stipulations were not brought to my attention upon lease turn in. Best business practice would have had Maxon inform me on 10/29/2015 that I was turning in my car prior to lease termination. They failed to provide myself, the customer, the necesary information in regards to my lease contract.  Upon my turn in, I was not made aware of any monies due to the leasing company [redacted]).  It appears that since I was not leasing another vehicle from Maxon, they failed to treat me as a loyal customer.  Along the same lies of not being treated as a loyal customer, I made another visit to Maxon, and had a face to face disussion with their Lease Manager.  Who explained to me that neither he, nor Maxon, had access to my Lease Contract, and therefore was unable to supply the necessary information to address this issue. This matter is not only an issue with Maxon, but with [redacted] as well.  As they are the party that I have been making payments to. When I spoke to [redacted], they informed me that Maxon should have complete transparency in regards to my contract, thus, being able to inform me of the monies owed. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The matter was not immediately addressed.  Fans were not immediately brought in.  We were there Friday, Saturday & Sunday.  2 fans were brought in Sunday afternoon, after I contacted the owner.  The owner was to give each guest a discount, which did not happen.  Not all of the over charges for room rate on the rooms that were charged wrong was fixed.  Until BB complaint was made, is when any thing was even attempted to be done.
Regards,
[redacted]

Dear Revdex.com - we are sorry to hear that this person has gone on further to say they were 'afraid' but again why did they stayed the 2 night, why didn't they leave after the 1st night if it was that awful??  We can keep going back and forth with this so instead we will take the higher road and we will offer to refund half of there money spent.  They spent $ 321.43 & half of that would be a refund of $160.71.  We were sold out for that weekend with bus tours in house so not to loose completely on the revenue we will meet them half way.  Is this fair enough?

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.] SEE BELOW
Regards,
[redacted] ---6/16/2015I want this reopen, Days Inn is just giving me the run around. They did not give me any refund.

We have tried to contact Guest via email and phone calls but they have not responded. We had pest control people come and they did not find any bugs. We can contact bank to release hold but I need contact email or fax and to whose attention and his credit card information. If he can provide those...

things I can take care of that issue. Again we are sorry for the trouble is caused by this hold by bank.

[A default letter is provided here which indicates your acceptance of the business's response.  If 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

09/17/2015
To Whom it May Concern:
This letter is in response to the Revdex.com complaint that guest [redacted] filed with you about the no show for her reservation. I am including an internal report called a “user activity log”; which clearly shows the guest was informed at the...

time of reservation that she could not cancel the reservation.Also, the room rate she booked is a two night minimum with no changes allowed. If the guest is claiming she has an issue with what the person at a call center, she would have to go through [redacted] and file a complaint about the Central Reservation Service. Not the hotel.
Thank you so much and we hope this information is helpful to both you and the guest.
Sincere Regards,Lori T.
Front Office Manager

Initial Business Response /* (1000, 5, 2015/08/27) */
Refund was given for that room for that night and different room was given to guest. We sincerely apologize for inconvenience to guest.

Hello Ms. [redacted].  I spoke with [redacted] regarding your complaint.  Our hotel policy is to charge our guests $100 undisclosed pet fee in addition to destroyed towels, which can no longer be reused.  It appears both the desk clerk at the time and the housekeeper both confirm they saw pet hair in the room in addition to the stained towels.  It is not our practice to swindle money from guests.  However, I will personally be onsite tomorrow and will discuss with the desk clerk and housekeeper that were present at the time of the incident and investigate further.  After speaking with them, if I find their observations to be inconclusive, I will gladly credit back the $100 and proper actions will be taken within our organization.  I will provide an update tomorrow via this communication channel.  Please bare with me as I perform my due diliegence.

Dear [redacted], 
Thank you for taking the time to write to us.  We are sorry to hear that the customer was not fully satisfied with his experience on our property.  We appreciate the opportunity to clarify what we think has happened. 
On 9/6/2014,...

customer asked to rent one non-smoking queen room.  However based on the availability, we only had a queen smoking room available and asked the customer to look at the room for any complaints before renting it out.  After inspecting the room, the customer accepted it and stayed for one week.  During his weeklong stay, we did not receive any complaints from the customer or his fiance regarding any unsatisfactory conditions in the room.  The first time we learnt of any complaints regarding the room was after the completion of their one week stay when the customer was checking out.  We tried to resolve the dispute by crediting the customer one night stay which the customer adamantly refused.  The room was inspected after the customer's stay, and we acknowledge that there were few spots due to light leakage from the heavy rain the night before customer checked out (see attached photo of room).
We strive to provide our customers with excellent services and a clean, safe, and sanitary accomodation and thereby take customer complaints seriously.  We would like to reimburse the customer $100.00 which we hope would be acceptable to the customer.
Once again, we truly apologize for any frustrations and hardships the customer went through during his stay at our property.
Thank you, 
[redacted]

Thank you for notifying our office of the concern filed by [redacted], at the Days Inn property located in Cherry Hill, NJ.   We are sincerely sorry to hear we did not provide the guest, with an excellent Days Inn experience. You can count on our team to help resolve your concerns. To assist [redacted]  in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact [redacted] by 1/8.  As a company, we’re committed to delivering a great experience with every stay with us. If for some reason the concern is not resolved, please contact me directly at tara.e[redacted] and I will personally help address [redacted]’s needs. Count on me,    Tara E[redacted]Customer Care SpecialistWyndham Hotel Group[redacted]

Revdex.com:
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]

Dear Revdex.com - After looking into this guest complaint the front desk had only one (1) complaint about noise in the hallway from this guest during her 2 night stay.  She did not make any other comments or complaints during her stay.  She was here during a sold out weekend and...

we have a lot of bus tours this time of year for the foliage (leaf peepers) and some have families with them (meaning little ones not all adults on these buses).  The buses usually arrive  late at night about 10 pm or so.  They may make some noise in the halls as they go to their rooms but nothing more than that.  We are a family ran hotel and if there was any type of commotion this would of been resolved immediately if anyone had called the front desk & there were no such calls from anyone.  The 'no dog' area that this guest is talking about is where families sit in the courtyards it's a nice grassy area for people not for dogs that need to use the toilet.  We do have a designated area for pets but I guess this guest did not find it.  We have a special area at the end of the parking lot for this purpose.  The guest stayed with us for 2 nights and she never made any other complaints to the front desk staff.  We have a log book that we use to record any complaint that we might receive.  There were none.  Please let me know what we should do from here.  Thank you in advance for your time.

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

Dear
Contact:
 
Thank you for
notifying our office of the concern filed by [redacted], at the Days Inn
property located in Albuquerque, NM.   We are sincerely sorry to hear we
did not provide the guest, with an excellent Days Inn experience. You can...

count
on our team to help resolve [redacted]'s concerns.
 
We apologize that
the property did not meet [redacted]'s expectations of Days Inn high standard of
guest service.  Customer Care has resolved the situation with [redacted]
via a check in the amount of $30.50.
 
If you need any
more information on this matter, please contact me directly at [redacted].
 
 
Count on me,
 
 
Tara E[redacted]
Customer Care
Representative