Days Inn

I am writing regarding the complaint of [redacted] and [redacted]
We have responded to them by email and copied our...

franchise headquarters.  There is some confusion as to the facts.    According to our records the guests checked into our motel at10:24pm and they returned to the front desk around 2am complaining of bugs.  Our clerk immediately offered to go to their room so they could show him the bugs. They walked out without even leaving the room keys. After they left he checked the room and found no bugs.  The next morning the maintenance department searched the room and found no bugs of any sort.  The room was rented the following night after the [redacted] left, and has been regularly rented since then with no complaints.  If there were so many bed bugs they were crawling up walls, no one could stay in that room.  Shortly after [redacted] left, we had our routine scheduled pest inspection as per industry standards, which revealed no bed bugs or any other type of bug or pest was found at our property.   We have forwarded a copy of this inspection to our franchise headquarters since the guest made a complaint to Wyndham. Ordinarily when a room is used, even if it is only the bathroom, and no bugs were found, we ordinarly would charge the guest in full as we did in this case since we could not rent a used room. 
However in the spirit of hospitality we have offered this guest a 50 % refund since they did leave at 2am, though they would not show the desk clerk the bugs and left without returning the room keys.

Initial Business Response /* (1000, 7, 2016/04/11) */
On behalf of SIRVA, I am sorry this customer experienced difficulties with her move. According to our records, this was an intra Canada move without our involvement. The attached complaint has been forwarded to the Canadian Office and I've asked...

that they review and respond. A response should be forthcoming within the next 5-7 business days.
Initial Consumer Rebuttal /* (3000, 23, 2016/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They said that the two items we asked to be paid out for were fixed and that is not true. The gouges in the buffet were not even attempted to be fixed by the woman they hired. She told us flat out that there was nothing she could do and didn't even try to fix them. The crack in the high boy was also explained to us by the wood restorer there was nothing she could do. She glued it back on but she couldn't get rid of the crack.

Revdex.com Case #: [redacted] Hotel Site #: [redacted] Customer Care Case #: [redacted]   Dear Contact:   Thank you for notifying our office of the concern filed by [redacted] at the Days Inn property in Elyria, OH.   To assist in reaching a resolution, I’ve informed the...

property’s general manager of the situation. The general manager will contact the guest on or before April 28th.  As a company, we’re committed to delivering a great experience with every stay with us.   If for some reason this concern is not resolved, please contact me directly at [redacted] and I will personally help address the guest's needs.    Thank you, Tell us why here...

[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.
However, corporation does not understand that the third party could care less about Days Inn's facilities. They have no control over Days Inn's lack of and outdated rooms. I have joined the rewards program.
Regards,
[redacted]

We have refunded the CC charges, sorry for the confusion.P[redacted]Daysinn Taos NM

I've looked into the matter regarding [redacted].  We have decided to provide a full refund of $100 in addition to 20% off on her next stay. I tried to reply back on the Revdex.com website but it wouldn't let me. Please relay this message to her. [redacted]

We will be mailing a check for a full refund.  We are very sorry about what happened.

Dear Ms. [redacted],I did speak with Sudheer regarding your group family stay. Unfortunately, during your reunion in our La Baron Conference Center there was a serious malfunction with the air conditioner in the Santa Fe room which we did everything we could to resolve it. Our own maintenance staff was...

available as well a a local HVAC company was called out for service repair. Once we were informed the air conditioner needed to be replaced we did provided several portable fans for your use.In regards to the early check in fees and inaccurate room rates those have all been refunded including several guests that received additional discounts for any housekeeping issues. I will certainly improve my sales service and regret any miscommunication on my part and use this as a learning experience in the future. Thank you for taking the time to bring your issues to my attention.Respectfully,AnnaMarie C[redacted]Days Inn Midtown

[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]

Thank you for letting us knows about one of our guest problems. Ms. [redacted] stayed with us on May
sans-serif; LETTER-SPACING: -0.65pt">23rd and May 24th. This was Memorial Day weekend also Indy500 weekend for us. She registers her room for one person but there were four people in that room. Our motel was full on 23'd and on 24th house keepers were little slow to service some rooms. We always provide soap, shampoo, extra towel for every guest. As I said may be our house keepers were slow to get to her room.
On the issue of her charge of $93.57, her room charge was $188.87 and hotel authorized $93.57 for incidental. This authorization was not a charge and at check out that charge was voided. Ms. [redacted] used her Debit card which she used with us as credit card. Normally when you use your credit card customer will see the charges after we finally process the charges not every time we pre authorize the amount but on Debit card customer sees the charges every time we pre authorize any amount, pre authorization is not a charge to any customer. For Ms. [redacted] this 93.57 charge was a simple misunderstanding between Credit card and Debit Card System. We did not charge her any more than her room charge $188.87.
I am very sorry for Ms. [redacted]'s inconvenience and for our employees not doing their job promptly.
Thank you and if you need more information please call me at (317) 899-2100.
 [redacted] GM
                                June 9, 2015

I am rejecting this response because: it was only myself who stayed in room. And I do understand that the room was 39.99 mon-thursday. As far as traffic goes, I was staying at days inn waiting for my apartment to be finished renovating. So yes during the day I did have some family and friends come visit during the day times hours. I didnt know it was against the law or regulations to have friends or family visit during the day. Nor did I know I couldnt have my boyfriend over for inimates relations in the evening even tho I was paying $66.00 for double occupancy. Which I believe does mean two people, correct? So if im paying for double occupancy I will have whom I please stay the evening with me... And as far as the mon-thurs rate of$ 39.99, I stayed for two months at days inn and was by myself and I never paid 39.99 for a room because apparently there was only one room at that rate and it seemed to always be rented out. But sign was still up as if a room was available. Isnt that false advertisement? So I think I should mayne contact a lawyer.

Dear Revdex.com,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
Thank you very much for your attention in this matter.  I do not accept the response from the manager for the following reasons:
1)  I met with [redacted] in person prior to leaving the hotel and made my case about the rate.  I felt that they were contradicting what I was told on the phone when I made the reservation.  She told me that the hotel would be able to adjust the rate ([redacted]) and that I should see her upon checkout.  During the checkout process I waited for nearly an hour outside the office (adjacent to the front desk), but she was too busy to address the issues at that time.  She assured me that the rate would be adjusted and a new receipt would be emailed.  It never happened.
2)  I did communicate with [redacted] directly about the neeed to transfer the room charge from my personal card to my corporate card.  We spoke in person, but like the issue in item 1, she indicated that they were busy checking people in and asked if we could speak about this later.  I telephoned two days later (approximately on 3/23/14) and was again told (by her in person on the phone) that she could not address the issue at that time, but would call me later that day.  I waited, but never received a call.  Also please note that at no time was I told about any policy that required corporate pre-authorization.  Other hotels are able to do this over the phone. 
The issue is much more than any reimbursement or credit card billing issues.  It is about the time and effort I have put into getting this issue resolved only to be thwarted by an uncooperative manager.  I would like to stress that I have observed the front desk in action and have do doubt that they were TOO BUSY do deal with my issues when I was there in person.  However, I continued to be stonewalled for two weeks following departure from the hotel.  I have done a great deal of business travel, including at other Days Inn location, and have never encountered this before.
The central issue is that the management at DAYS INN ([redacted], PA [redacted]) does not have integrity. 
I have already addressed this issue with [redacted] corporate and am willing to close this issue with the Revdex.com.  However, I would be very appreciative if your office could leave a copy of this complaint on file so that other travelers can benefit from my experience with this particular hotel.
Sincerely,
[redacted]

I called the business and the man that I spoke to said they would cancel it and it is not my fault that they did not give me a cancellation number, it is there fault.

Mr [redacted]'s accusations are completely unfounded.  Yes the clerks made errors and did the best they could to correct them.  As he admitted, was transaction was Voided immediately AND I have the complete transaction list in front of me - a complete reversal was made same day as check in on another one of the charges.  Two charges of $167.22 each were either voided or reversed same day.  That leaves the two rooms the guest did use - one charged properly at $150.50 and the second room charged at $167.22.  I issued a credit on the 28th of $16.73 to bring the second room equivalent to the first. There are no games played in this matter and no criminal activity.  Banks normally take 3-5 business days to settle an account out but I have also know banks to take 30 days to place refunds, voids, reversals back into a customers account.  This started on June 23, 2017 and today is June 30, 2017 - exact 5 business days after the original transaction. It is amazing to me that Mr [redacted] can email me directly and be courteous and understanding but when working with the Revdex.com he is hateful and null of understanding making accusations and threats. I would be more than happy to share my banking transactions with the Revdex.com, but they are not for the customer's eyes, therefore they are not attached to this document. I have paperwork to back up every statement I've made and I am sorry but Mr [redacted] is now at the mercy of HIS BANK to finish the refund process. [redacted]General Manager

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 your concerns.
To assist Mr.
[redacted] in reaching a resolution, I’ve informed the property’s general manager
of the situation. The general manager will contact Mr. [redacted] by 1/8.  As a company, we’re committed to delivering a
great experience with every stay with us.
If for some reason
Mr. [redacted]’s concern is not resolved, please contact me directly at [redacted]
and I will personally help address his needs.
Count on me,
Sincerely,
Tara E[redacted]
Customer Care
Representative

Handwritten response.

It is our policy to provide a cancellation number when someone cancels a reservation. Without this cancellation number we cannot issue a credit. You say you spoke to someone at the hotel to cancel however we have no record of who you spoke to. Please provide some kind of proof of cancellation and we...

will gladly issue a refund.
Sincerely
[redacted]
Area manager
Days inn

On September 15th 2017 [redacted] placed an online order for a pair of XXL eyeglass frames. On all International shipments a valid phone number is required by customs to be placed on the customs forms in order to collect taxes if any are due. There was no number on his original online order...

for some reason and we made several attempts through email to contact [redacted] with no response. We assumed they were going into his junk email folder and not being seen by him. We even replied to a couple of his emails to us but no response. We emailed [redacted] and said we would have to cancel his order without a valid phone number. He finally responded and gave us a phone number I also forwarded the emails to him to show that we were trying to contact him. I even upgraded his shipping from First Class International to Priority Mail International at no additional charge to speed up the travel time to him. I am not sure why he did not see his emails but I have attached the emails sent to him showing our true intent to contact [redacted].

Good afternoon Sir/Madam,I am [redacted] the manager of...

daysinn and suites in cincinnati ohia.here we got a complain from Revdex.com and id no : [redacted] name is long [redacted] stayed for 6 nights and the c/o date the hair dryer was missing from the property so we had charge them 250 bucks for it,because they were not suppose to do anything like that.and the cops arrived here but we never got any notice from the cops about they find the dryer from there stuff or not.and they never had any problem while staying here all 6 nights.and we do check all our rooms every day.here we sending you the copy of folio also.

Revdex.com Case #: [redacted]  Hotel Site #: [redacted]  Customer Care Case #: [redacted]    Dear [redacted]    Thank you for notifying our office of the concern filed by [redacted] at the Days Inn property in Seaside Heights, NJ.   We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. Customer Care has offered the guest 9,000 Wyndham Reward points as a gesture of goodwill but at this time she has not accepted them.  Per her request, I have reached out to the property and reqeusted that they contact her.   Please know that we truly appreciate the opportunity to respond to the guest's concerns.      Best Regards,   Mary B.  Liaison, Customer Care Wyndham Hotel Group Phone: [redacted]  Fax: [redacted]