Foot of the Mountain Motel

Complaint: ***
I am rejecting this response because:Complaint: ***I am rejecting this response because:The mattress obviously has fecal matter dripping down it into a pile on the floorI have also attached a photo of our dog’s ear, she has obvious red bite marks and slight swelling on her earOnce again, we did not travel for Christmas to stay in a place that is not properly cleaned after homeless reside in the roomsWe were not refunding the full amount for the dogs either, I simply showed the manager that he has different price quotes on their website versus what they charge when you check into the hotelTheir website states $a day a dog and when you check in they charge $a day a dogWe were given the rate that we saw on the website due to advertising.A full refund should be issuedWe are fighting bed bugs and our dog’s ear simply because the place is not cleaned properlyWould you sleep in a bed if you saw that?
Sincerely,
Andrea ***

These guests had no issues the first night of their stayAll issues the guest is complaining about occurred after a "homeless" person rented a room near their roomThese guests threatened to call the police because we were allowing a person to stay at the motel that they did not deem "acceptable"
This is clear case of discriminationNo "skin issues" arose until after this new person arrived on the propertyThe "homeless" person they were so terrified of was a paying customer(veteran of years) who paid just as much as they didWhen I told them that not allowing him to stay would be discrimination/profiling, Guest *** stated, "well, we are in the business of profiling"I referred them to our security system which had a camera on their car and room, but they stated that wouldn't stop this man and they didn't feel comfortable being near himSo, at their request, I moved them rooms, AT NO CHARGE, which we typically charge a move fee forAfter the move and occupying the new room for several hours, Guests *** came to the front desk with an issue with their new rooms(a stain behind the bed under all of our clean bedding on the base mattress)At this point, they asked to leave, which we did with no issue, they were given a full refund for their remaining days including the room they were currently occupyingAll pet fees were waived as well for their first night

We provided a response to these guests. They were 100% refunded for the room which they had already occupied for several hours, in addition to their 3rd night. They were not pleased with a few stains behind their bed against the wall, which was not fecal as they claimed, but simply a wine stain. We apologized then as I will now, and we understood this issue and that is why they were 100% refunded for that room and the following night. The guest is now asking for a refund on the first night(in a separate room from the wine stain), which they never asked for while on property and never brought ANY issue to us while they occupied that room UNTIL a man moved in 2 rooms down from them who they presumed to be homeless and therefore "unfit" to stay at the motel. We have not had any bedbug issues in several years since new ownership took over in 2014. Coincidentally, our pest control, who is in every room twice a month as a preventative measure, had a site visit the very next day after these guests vacated the property and we were able to inspect both rooms they occupied which zero evidence of an infestation of any kind. These claims are baseless.