Days Inn

Complaint: [redacted]
I am rejecting this response because: because my money has not been refunded..now as a business person think with a business mind ..be mindful that I reserved 2 rooms. Not 4But I paid for 4 rooms yes I was charged for 4 rooms according to my bank I checked Sunday I was told the charges posted were. $150.05, $155.50, $167.22  then an additional $167.22 that equals 4 rooms charges [redacted] stated one charge was refunded Friday 6/23/17..incorrect, a refund was submitted because it was after 9 pm on a Friday night nothing was returned..business couldn't commence until Monday or Tuesday and I checked it  according  to my records nothing has been returned... Another problem is what is being overlooked is the young lady on shift(not [redacted]) the first employee we dealt with refunded one room for the inconvenience we had experienced..now how are they taking it back or trying to take it back we also got to address how her employee behind my back WITHOUT my approval submitted a charged again for a room again when that situation was addressed.. Now by Mrs. [redacted] ignoring that and pursuing to give my family an change indifference of $16.73..that is a total insult first a crime was committed by submitting an unauthorized charge instead of being honest an calling me and settling it honestly she did it deceitfully that is stealing and wire fraud remember that was an unauthorized stolen digital transaction so I feel not only did Days Inn inconvenience me with rooms and service the Manager is trying to just act like she is not aware  of how  Days Inn and her employee violated me and stole from me (the employee who committed this act represents Days Inn because it happen on Hotel property and hours by Days Inn employees... Now any honest and concerned Manager would remedy this situation by making me whole don't try insult me by giving me $16 back like this situation is not serious this Hotel Charged me for four rooms and my bank paid the money I need my money that I over paid $167.22 twice given back . why?  Because the Days Inn employee already put in a refund to make me whole for my inconvenience this employee did this with her own thought,actions, and mind. If that was not the proper action that is now a situation between employee and Days Inn , its already done why penalize me, now the the reverse of the refund that was charged to my card need be given back because it was unauthorized. Now for this whole criminal act you now need make me whole because the first two are a given you weren't supposed to have in the first place that is why we are now at making me whole...now we can peacefully come to an agreement or it can get nasty (this is not a threat) a person who is trying to do right would remedy this situation would accommodate by given me half off on the two original rooms I occupied or just take a lost and say hey we violated you , you will not be charged period that was our mistake are we good please do not pursue this further... No The Manager is playing patsy (games like she don't know this) I have tried to be rational but when games are being played it becomes hard...this where I am at  ...I am going to let her figure out  what she going to do...just be honest enough to tell me without stretch this out , I will then make a decision to have the attorney General office pursue this matter criminally... So  no I am not satisfied and I will not let this go until I am made WHOLE...This is ridiculous that I have to tell her her job is to make me whole...but  she honestly owe me for two overcharged rooms..
Sincerely,
[redacted]

Initial Business Response /* (1000, 11, 2015/08/13) */
Contact Name and Title: Bridget ** As't to Pres
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@SIRVA.com
Shipment was placed into storage at destination on 6/18; the member wanted delivery from storage on 8/3. The move manager did...

not schedule the delivery out when the shipment arrived as she was trying to contact the member to confirm date. The member did not return the phone call till 7/30 to ask if her delivery was scheduled. Since it was not the move manager called the agent and scheduled for 8/6 - their soonest available date.
Per the military the carrier is not obligated to cover hotel when the shipment went into Storage. The carrier is required to have the shipment to the member within 5 business days of requested delivery date and this did occur. In good faith our agent did cover the hotel cost of $75 a day and the check has been issued to the member.
OFFER:
Delay compensation has been paid as a goodwill gesture, since per the military requirements we were within our contract delivery window.
Initial Consumer Rebuttal /* (3000, 13, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am retrieving phone records to indicate that I had spoken with the coordinator since her 'phone call' and there was no mention of a change of date and/or message about a change of date.
Also, $75.00/day WAS offered but nothing has been received. I will also be checking with the military TMO office to see what the guidelines are with the changing of dates as well as the customer service aspect of service of this type as these are the issues at hand.
Final Business Response /* (4000, 16, 2015/08/19) */
Contact Name and Title: Bridget K, [redacted]'t to President
As mentioned previously, A carrier is required to deliver a shipment from storage within 5 days of the requested date. Since the requested day of delivery was 8/3, and delivery occurred 8/6, this requirement was met. The promised goodwill payment was made to the customer, and the check for $225.00 cleared our bank yesterday.
OFFER:

Thank you for forwarding this customer complaint to me and bring to my attention. This reservation was made under the name of [redacted] and I do not know who called in for reservation. At this point I do not know who is telling me the truth either Ms. [redacted] or our reservation person. In the...

process our company is the looser. They hold the room all night long, now she claimed reservation was made for day earlier. In any case I have refunded her money, attached her refund slip of credit card. May be in the future she can make the reservation online herself or provide an E-Mail address if she call the hotel directly so that she can receive a confirmation letter.Our policy is to keep our guests happy. So, we are sorry for her inconvenience.
Sincerely,
Nasir T[redacted], GM

Following up to our previous letter, we received the attached response today for Case #[redacted] from Wyndham Customer Care. In summary, they said this was not a hotel error so they will cover cost of reimbursement. We have refunded the three no-show charges back to the guest according to Wyndham’s instructions and our hotel will be reimbursed by Wyndham. This accomplishes the guest’s stated desired settlement.BUSINESS PREVIOUS RESPONSE:Date Sent: 8/1/2016 12:00:00 AMWe received 4 guaranteed reservations, [redacted], [redacted] and [redacted], for 2 nights each, through the CRS (Central Reservation System) from Wyndham. Only the reservation number [redacted] was cancelled with the cancellation number [redacted]. We are required to hold rooms for guaranteed reservations because we do not know when the guest might come, consequently we are expected to charge the booker a no-show charge if they do not check in since we cannot rent the empty room to someone else after the time has already passed. We were just following requirements by holding rooms for all reservations we received from Wyndham.According to the research from Wyndham and [redacted] (our property management software company) there were four rooms reserved for two nights, check-in on May 27, check-out May 29. Out of these one reservation was cancelled as mentioned above. On May 28 the hotel staff member called the customer to inform regarding their reservations that they did not check in. However, for courtesy the hotel cancelled the 2nd night reservation for the remaining three rooms, which is May 28 and did not charge. Moreover, the customer does not have cancellation numbers for the other three reservations that they booked through CRS. The hotel staff member and the manager were trying their level best to assist the customer concerning the No Show Reservations that were made by the customer. But the customer was not ready to understand and started disrespect.The customer care from Wyndham and [redacted] have done research on this case. The case number from Wyndham customer care is [redacted] and the case number from [redacted] is [redacted]. Wyndham and [redacted] technical support are willing to provide more information if needed. The telephone number of Wyndham customer care is ###-###-#### and e-mail is [email protected] (please mention case number [redacted]). Also, the telephone number of [redacted] ###-###-#### and e-mail is [email protected] (please mention case number [redacted]).Also attached is the screen shot that lists the active and cancelled reservations for the guest.

We clean these rooms every day.  There was nothing wrong with her room.

Complaint: [redacted]
I am rejecting this response because:    They claim their hotel is not awful and there were no there complaints, here are three more from this past month even one with the title "AWFUL"1 out of 5 by A verified traveler Awful. Posted ?Jul? ?26?, ?2015 I would never stay here again. Non smoking room smelled like an ashtray. Sheets were stained and had cigarette burns. Hotel staff have attitude when asked for new sheets and febreeze spray. Awful experience. Was this review helpful to you? For review titled Awful.: Yes, this review was helpful: Yes: 1        No 2 out of 5 by A verified traveler Posted ?Jul? ?20?, ?2015 They ad construction going on and if was disorganized and messy Was this review helpful to you? Yes, this review was helpful: Yes: 0 No, this review was not helpful. No 2 out of 5 by Roub from Washington D.C. Posted ?May? ?25?, ?2015 Had to switch to three different rooms. The first room, the door key was broken, there were urine stains on the toilet, and mold in the bath tub. The second room, we found a bed bug on the wall and more urine stains on the toilet. We told the manager about the bed bug and he said it was just a tick. Was that supposed to make us feel better? Ticks are just as, if not worse, than bed bugs. We then had to switch to another room. Everything was fine except for a couple of cigarette burn marks on the bed sheet. We were just so paranoid about the bed bugs the entire stay there. The only good thing about this "hotel" (more like a motel) is that it is located near a lot of places. Never coming back.
In regards to staying the second night, I booked this room MONTHS in advance knowing there would be nowhere available nearby due to the car show being that weekend. Did they expect me to sleep in my car because they didn't disclose all the horrible things and made it seem like it was a half way decent place to stay. I looked to see if there was anywhere else to stay and there wasn't and I felt like because I was mislead I was now stuck in a disgusting place. this location is a disgrace. I would like my money back for false advertising for the second night but most of all and also stated in my first message I would like this place to be inspected by the board of health because I can almost guarantee itll be shut down because clearly I am not the only one who thinks its dirty because like I posted above from reviews found on expedia.com there were urine stains, bed bugs. this place has clearly been dirty and there have been complaints before and there are complaints going back years with the same complaints that clearly aren't being addressed. SHUT THIS PLACE DOWN. I will also be calling the NJ health department.
Regards,
[redacted]

09/17/2015To 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, 7, 2017/05/15) */
We do not have any record of having moved this customer. If they could please provide any communications they had with the agency that they worked with, that would assist us in looking up his move. A registration number would also be...

helpful.
Initial Consumer Rebuttal /* (3000, 9, 2017/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see attached regarding my relocation. There's an ongoing discussion regarding this consumer complaint between [redacted] at SIRVA and [redacted] at [redacted]
Final Business Response /* (4000, 11, 2017/05/23) */
Our International department has been working closely with the customer. They have offered many compromise solutions but as of yet the customer has not accepted. They have done as much for him as is possible.

The guest booked a room through our online CRS.  We never told them and then cannot booked with us locally.  No one was confused about the price.  It is Quilt Show Week (special event) every year for more than 20 years at the end of April.  Therefore we have special event prices...

and policies in place.  There is also a 30 day cancellation in place.  The guest booked online and chose to get a discount and waive the right to cancel it (in this case, it wouldn’t have mattered  because of 30 day cancel policy). 
Under normal circumstances, we would have waived the cancel policy, but we cannot do anything during Quilt Show week.  It is too late for us to re-rent these rooms when guest tries to cancel at the last minute.  The guest also booked a prepaid reservation, so the credit card was charged at the time of booking.  The guest knows this. 
The guest booked this reservation knowing in advance that it was non-cancellable.  He was not told to book that way, however anyway he booked, it would have been non-cancellable, since it past the 30 day cancel deadline. 
[redacted]
Days Inn
75 Campbell Dr
Calvert City, KY 42029
Phone:  ###-###-####
Fax:  ###-###-####
Email:  [redacted].net

Dear Contact:
 
Thank you for
notifying our office of the concern filed by [redacted], at the Days Inn property located in Ponderay, ID.  
 
The Days Inn chain is committed to assuring that all of its properties provide
good service...

and quality accommodations. This guest’s comments have made us
aware of an instance when one of our properties did not meet a valued
customer’s expectations.  We regret that
the guest had to contact you and our office regarding his concerns with the
property.  Each Days Inn hotel
is independently owned and operated under a Days Inn franchise.  This means that the property’s management is
responsible for meeting Days Inn standards and for day-to-day
operations. 
 
After thorough
review, we feel the best resolution would be achieved by direct communication
between the property management and Ms. [redacted] . 
Once again, we certainly do apologize for any inconvenience this may
have caused. 
 
If your office
requires any further information regarding this resolution, please contact me
at [redacted].
 
Count on me,
 
 
[redacted]
Customer Care

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. It continues to be the poor customer service that we have encountered since our first complaint back in February.The room was ice cold- the heat was not even on when we entered- yes, we could turn it on but it def. needed time to warm and we could not just sit and freeze and wait for it to warm. The front desk clerk even said it should have been turned on but wasn't-One of our biggest  issues is that we ran a jacuzzi and got in to find out the T.V. did not work- [redacted] didn't even address this.  The front desk person came and she couldn't fix it either.Essentially- we had to wait to be in our room ( too cold), wait to relax-( no T.V.) and had to walk through toilet water when packing up. This was supposed to be a relaxing get away and these big issues and room change did not make for a relaxing experience. I never even mentioned we did not use the pool area as it also was very cold-  So the facilities we used were an approp. room that we finally got to settle into at least 3 hours after our arrival??????The fact he was waiting to "verify" our story is also troubling- we would not take the time to do all of this if we were lying AND we gave him a chance to right it first before even getting Revdex.com involved. He never offered a "suite upgrade" as he states and at this point we would NOT be comfortable staying there again.He seems to think Wyndam awards and quality awards - make our complaint dismissible- If his customer care continues in this manner it will overshadow those "awards" very quickly-
Regards,
[redacted]

Mrs. [redacted] arrived prior to our daily check-in time. It is her statement that she was in town to see her son at his 11 AM concert. He was not however with her, as he was already on campus. The check-in at noon was the hotel's attempt to...

accommodate her request for early arrival. The hotel clerk did not turn Mrs. [redacted] away. We simply did not have her room available at that time. She would still have been able to go see her son perform and come back and check in. We do of course understand that she wanted to freshen up before going to the performance. However, being as that time frame would have been quite short, we are unsure how effective that would have been.
 
      Mrs. [redacted] booked her reservation on Booking.com.  The website explains that our check in time officially begins after 3:00 PM. It was Mrs. [redacted] herself that decided to take her stay elsewhere, even knowing that she had a standing reservation with the Days Inn. Per Booking.com and the hotel,  the reservation was on a 72 hour cancellation policy and will incur a 1-night charge for cancelling outside the time window. The hotel was simply following its policy in charging her inspite of her change of hotel venue.
 
     We ask that you consider these facts and review the website if you feel so inclined. I hope that in presenting our side of the case, you will understand where the hotel stands on this concern.  Thank you for your time and understanding.
 
 
Sincerely,
Jon [redacted]
Sales Manager
Days Inn Bloomington, IN

Dear Contact:   Thank you for notifying our office of the concern filed by [redacted] at the Days Inn property in Port Angeles , WA.   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 <RESOLUTIONDATE>.  As a company, we’re committed to delivering a great experience with every stay with us.   Thank you!

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.
[This is 100% false; we checked out within 15 minutes of arriving and checked into a new hotel 15 minute later. I have proof of new hotel booking attached!.]
Regards,
[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]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Days Inn regarding complaint ID...

11765674.
Regards,
[redacted]

Response:
sans-serif;">Dear Revdex.com, In response to the complaint from [redacted], this is the details of the visit: The guest checked into the hotel at 3PM on the date of arrival. The guest returned to the front desk at night with the complaint of hot water. Guest was offered a different room, as well as move to another similar class hotel closer to the beach. Guest refused both options and then called the police. The police and code enforcement both agreed that the guest should be charged for the use of the room for the first night and requested the hotel refund the remaining three nights as the guest wanted to leave. Hotel GM agreed to this as it is the most fair in this situation. As such the amount of $130 was charged only for the first night and the hotel refunded the remaining three nights in full. Guest complaints about the room being disgusting are unclear as the housekeeping team work very hard to host clean, comfortable stays for our guests.

We have reviewed the complaint but we can’t find her in our system and [redacted] was going to email her to find out what name it was under or if she remembered what room number she was in.  As soon as we get this we can try to resolve this issue and answer back to the complaint. Thank you, [redacted]

The guest booked a room through our online CRS.  We never told them and then cannot booked with us locally.  No one was confused about the price.  It is Quilt Show Week (special event) every year for more than 20 years at the end of April.  Therefore we have...

special event prices and policies in place.  There is also a 30 day cancellation in place.  The guest booked online and chose to get a discount and waive the right to cancel it (in this case, it wouldn’t have mattered  because of 30 day cancel policy). 
Under normal circumstances, we would have waived the cancel policy, but we cannot do anything during Quilt Show week.  It is too late for us to re-rent these rooms when guest tries to cancel at the last minute.  The guest also booked a prepaid reservation, so the credit card was charged at the time of booking.  The guest knows this. 
The guest booked this reservation knowing in advance that it was non-cancellable.  He was not told to book that way, however anyway he booked, it would have been non-cancellable, since it past the 30 day cancel deadline. 
[redacted]
Days Inn
75 Campbell Dr
Calvert City, KY 42029
Phone:  ###-###-####
Fax:  ###-###-####
Email:  [redacted].net

Complaint: [redacted]
I am rejecting this response becausei would like a full refund as I had to check out before 7pm when I paid for an over night stay after getting bit by bed bugs and finding used alcohol & shampoo bottle in my room I had to leave this property .The cleaning staff did not do a  thorough cleaning on room number [redacted] The man at the front desk was nothing but rude an disrespect to me and my spouse after we Addressed our complaint to him .
Regards,
[redacted]