Days Inn

[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.  They have refunded it, can I close?[redacted]

Guest made a reservation with booking.com for one night and when it came to checking out guest roommate advised us the housekeeping that they had a late check out, which we did not have it noted on our system we advised the guest of the extra charge and after 2 1/2 hours the guest comes to front...

desk to show us where he made arrangements with website he made reservations on a late check out perk that he received but we did not participate in those perks and so e tried to explain to guest to contact booking.com and have them contact us because we don't participate with them on those perks advertise for that guest, refused and said he would be checking out as soon as his girlfriend woke up, even if he would have had two hours free they were still not out of the room by that time.  When the guest finally left he was charge a full night charge because it was 3.25 hrs after check out time.  I contacted Days Inn Worldwide when Mr. [redacted] complaint to Days Inn because that is how we got the reservation, and they also did not have listed on their end.  As a courtesy I can reverse the extra charge on his credit card but also he complaint to Days Inn in which I will notify them of this resolution.Thank you,[redacted]Days Inn Alamo

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.]
Regards,
[redacted]
Days Inn clerks harass about everything, food , computer anything they can because they don't want to pay for anything, including a life guard or clean rooms. They gave me a room that hadn't been cleaned and they have lots of cockroaches and mice. It stinks. The rate online the previous week for [redacted] was $41/night and the rate I paid online was the same they charge in person. The clerk threatened me and harassed me because I was using the computer. The Hamilton County Sheriff, [redacted], wouldn't let me file a harassment complaint against Sam P[redacted] and his supervisor wouldn't let me file a complaint against [redacted]. I filed a complaint about both parties to the Ohio Attorney General, [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12571092, and find that this resolution...

would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gmail.com
I have sent Mr [redacted] an e-mail 2 days ago which I have a copy regarding his issue. Mr [redacted] called the desk after 3 hours complaining about his electrical issue. Mr [redacted] was offered a room change...

which he declined. I asked him why he declined and he told me they were dressed for bed. But he managed to get dress and leave the hotel. The room was completely used. I issued a 25% refund. I also addressed further compensation of an additional 25% refund and a future complimentary stay on his next trip. He declined the additional compensation.

Upon review of the molding by our Service Manager and Technical it was determined that this was not a faulty and or defective piece. Due to damage it would not be covered under Mazda Warranty.  As a good will gesture,the Service Manager replaced the molding at no cost to the customer....

 Upon relying this to her, she agreed  that was acceptable.  As for the other piece that was damaged our advise to her would be to contact Mazda Customer Service  @ [redacted] and advise them of your experience and ask them as a good will gesture if they would provide the other piece.

[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: From the information that was sent from hotel it only state i was a no show  but no information from what I was told over the phone.I stated I did not received an email of confirmation when this hold was made. The complaint was made to the Days Inn because I called the number that was provided on the website. I was not aware there was a third party into making this reservation.Again if I had gotten the email that was supposed to be sent to me this probably wouldnt have never happened. It's ridiculous that I would have to pay this amount and not have the service.

I do not understand this problem as we sent a check to her for one night's stay and also gave her 15,000 reward points for another night stay. We feel her male friend is instigating trouble as I have spoken to her myself and she's been very nice and seemed satisfied with our resolution. I don't have a clue what she (or he) wants from us! We have never had a complaint like this before! We feel, as does our corporate office, that we have gone in excess of what was necessary for her inconvenience.

I am rejecting this response because: I want to make this clear, I did not complain that the "bedskirt" was stained.  The only thing I said was that the bedskirt was tucked in between the mattress and boxspring, that was only relevant to understand how I was able to see the stain on the box spring.  I had no issue with the "bedskirt", the box spring was "stained".  My issue with the towel rack was that it was rusted and not a pleasing sight, this is not the most comfortable or relaxing situation when bathing.  The grout could have been black, I will take a close look at my photos, because the grout is certainly black.  If he did not see a hole in the bathtub by the faucet, he either fixed it (as he should have, preferably done by a  professional) or he was in another room, I'm not sure of  what photos he sent you, I can send you the ones I took that evening.  As far as the re-surfacing of the bathtub, there were about 3 areas and I know I have photos of 2.  My comment regarding bacteria and viruses, (I don't believe that I ever stated that I saw "mold") was that when the integrity of a surface has been compromised/damaged (chipped, cut, peeling, holes, rust), it creates an environment that is conducive to the growth of these organisms.   I know I have photos from the room and I will send them to the Revdex.com, you will be able to see that the metal hardware that secures the toilet is "rusted".  I did go to the front desk that night and spoke with the female clerk who was there and made her aware of my concerns.  I also gave her my name (I am not sure if I gave her a phone number, also I don't remember if she asked) and in her book she wrote (one) of my complaints.  I showed her the photos on my phone and she began to state that "yes" this is unacceptable.  As I stated in my original complaint, the clerk offered clean towels and I told her I had my own.  The hotel was full, so a room change was not possible.  She told me that the owner/manager was not available at that time, but that he would be there in the morning.  I accepted this and planned on dealing with it in the morning.  The next morning at check out, I asked to speak with the manager and was told that he was not available.  I checked out and headed for home.If it had not been for the fact that we were unable to secure a hotel while we were in Savannah, GA (we tried about 10)  and all of the hotels that we went to were booked.  The clerks at these hotels stated that most of the hotels in the area were booked due to spring break, a music festival, and a marathon, we were there to celebrate a friends anniversary.  We traveled outside the city of Savannah and still had no luck until we came upon the Days Inn, my husband was tired and sleepy, we would not have stayed if it was totally up to me, he was the driver.It is my hope that the owner/manager of the hotel would take this complaint seriously and just ensure that it is being maintained, proper upkeep, cleaned, to facilitate a comfortable stay for guest. Regards,
[redacted]

[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:
Hello --After I sent in my complaint, I was able to get in touch with the Days Inn Taos, and they refunded the $100...

charge. No further action needed. Thank you.Regards, [redacted]

[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: From the information that was sent from hotel it only state i was a no show  but no information from what I was told over the phone.
I stated I did not received an email of confirmation when this hold was made. The complaint was made to the Days Inn because I called the number that was provided on the website. I was not aware there was a third party into making this reservation.Again if I had gotten the email that was supposed to be sent to me this probably wouldnt have never happened. It's ridiculous that I would have to pay this amount and not have the service.

[redacted], manager of Days Inn, called to let Revdex.com know that this afternoon they have processed a refund of $250 to the consumer's card. The consumer should see this credit within 7-10 business days depending on their credit card/bank.

Initial Business Response /* (1000, 5, 2016/06/09) */
This matter has been researched by the hotel and the booking agency, booking.com. The guest made a reservation through a booking agency for the specified night. As hotel policy, all arriving reservations are pre-authorized prior to arrival on...

the arrival date to ensure that a valid credit card has been used to continue to hold the reservation. If the reservation does not have a valid credit card on file, the reservation is cancelled. In this case, the guest's credit card on file did not pre-authorize for the necessary amount. The hotel notified the booking agency who in turned tried to contact the guest and the hotel continued to reserve the room for the guest. The third party agency advised hotel to cancel the reservation because they were not able to contact the guest either and were not able to guarantee the reservation any longer without a valid credit card. The system does show that the authorization failed and the hotel attempted to call the guest with no avail as did the booking agency. Also, the credit card is not verified at time of booking by the booking agency. The credit card is verified only on the day of arrival, prior to arrival as in this case. We do apologize to the guest for this situation and we understand the guest's frustration. We would like to host the guest on their next travels to our area and show them the service we can provide. Once again, we send our sincerest apologies to the guest.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Days Inn hotel did not call/contact me. This was what the front desk told me that night of May 28. They told me they only contacted Booking.com. I did not receive any phone call neither.
The reservation was through booking.com. When I contacted Booking.com, they admitted that Days Inn only asked them to cancel the reservation, but they failed to verify the reason they provided(credit card invalid). Assume the credit card authorization failed, the hotel should have attempted to contact me to get another credit card.
Could the hotel please provide a copy of the system authorization failure? It is not fair to customers. As a customer, we cannot cancel the hotel room at the arrival date but the hotel can do whatever they want. What does a reservation mean?
Thank you.
Final Business Response /* (4000, 9, 2016/06/24) */
Thank you for your response. In regards to a system authorization failure, there is not a print out, however, when a credit card fails and an authorization is not obtained, the screen remains blank. I tried to post the screen shot, however, it would not post within this text box.

Complaint: [redacted]
I am rejecting this response because:
The night attendent did NOT offer to go to the room to see the bed bug we saw crawling on the wall.  We left because we did not want our possessions contaminated by bed bugs.  We ended up staying at a higher priced motel, because it was now Saturday morning and weekend rates applied..We spent less than a half hour in the room because we were out shopping for replacement essentials after we were robbed of our suitcases in Philadelphia.  The room was left in immaculate condition and our credit card charges should have been returned in full.  The motel is being exceptionally greedy in holding our credit card charges and refusing to give us a refund greater than fifty percent.   If the Days Inn personnel examined the room Saturday morning they would have seen that we did not use the room in the normal sense.  Their holding on to the room charge is a fraud, since we did not get a clean sanitary bed bug free room that we expected at our check-in.  We consider the Days Inn at Freehold as an undesirable d destination for travelers and their management as only interested is squeezing money out of the facility, rather than providing a clean facility for travelers.
Regards,
[redacted]

[redacted] has returned to our showroom to express her concerns regarding pricing.  Ms. spoke with our manager, Mr. V[redacted] and the concern was address to the satisfaction of [redacted]Thank you[redacted]

[redacted]911 Patti Lane CourtHouston, TX, 77073Case # [redacted]Site # [redacted]Dear [redacted], Thank you for contacting Days Inn Customer Care. We sincerely apologize that your expectations of Days Inn were not met. While Days Inn is solely the franchisor of the Days Inn trademarks and service...

marks to independently owned and operated Days Inn guest lodging facilities and does not control the day-to-day operations or management of this facility, we are committed to ensuring that good service and quality accommodations are provided by our franchisees. You have made us aware of an instance where one of our franchisees did not satisfy a valued customer and we take these matters seriously. We have notified the owner/operator of this facility and conveyed our expectation that he/she take steps to address the situation adequately, and asked that they contact you directly to discuss the situation. As the franchisee is in the best position to respond, please direct any further communications to: [redacted]
[redacted]Again, we apologize for any inconvenience and thank you for bringing your concerns to our attention. [redacted] Customer Care Representative

The company contacted the Revdex.com and informed us that this customer cannot be found in their database, therefore, the consumer never stayed in the hotel.

Ms. [redacted]: In response to your letter of June 28, 2016. I would like to inform you that the Guest did check in on the 17 111 of June, 2016, after checking in left the premises without notifying the Front Desk. Please be advised that the said Guest booked to a Third Party...

System which is [redacted].com The Guest booked the room himself and we have no control over his reservation because it is through a Third Party System. [redacted].com made the reservation for a smoking room and they made the mistake. I cannot refund him for the stay because it was not our fault. [redacted].com should be reimbursing the Guest since they were at fault. Rajesh R. L [redacted] General Manager

Good Afternoon **. [redacted],
margin-bottom: 5pt;">I truly apology for the inconvenience that you encountered during your visit here at the Days Inn Campspring. As making third party reservation like [redacted] it is often does not give much of room choice but the best rates available. Our hotel does offer microwave and fridge but subject to availability and first come first serve. We are truly sorry we could not offer you at the time of check as it was not available.
Putting all these aside we would like you to give us a chance to restore your faith in us again.  I would like to offer you a one night complimentary night at our hotel for future stay. Please let me know the date and I personally will make the reservation for you. Once again please do accept our apology and hope to hear from you soon.
Best Regards, [redacted]

Company states: We do not have rooms for that price. The special we had was just Monday - Thursdays. The special was only for one person. She had more people with her and their was high traffic. We told her we would not rent her a room anymore.  We gave her the $20.00 deposit back. When she...

signed for the room she agreed to the price she paid.