Holiday Inn Express

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. 
I made the reservations online 4 days prior to the day I called them to cancel cause at the time I did not know my family reunion was going to cancel. So how am I supposed to make a reservation at a hotel that is 8 hours from my residence not knowing their policy that you can't cancel your reservation at anytime. When I gave them a month in advance that I was not going to be arriving and I wanted my money back. I think I was being fair and I didn't call the day before my event I called 4 days after I made my reservation with a month notice. I would like my money returned that they stole from me. 
Regards,
[redacted]

Although I was not forwarded the pictures of the toilet, after investigating the issues with housekeeping and finding no lapse in procedures there, I met with the part-time maintenance man about the toilet and came to find that the problem was a little more serious than I was originally led to believe. Apparently, he tried a "quick fix" with an epoxy which did not have sufficient time to dry since the room was rented. The room should have been put Out of Order. Therefore, I am refunding this guest for his stay and apologize for the inconvenience.  I believe this may also account for an unusual smell in the room.As for the rest of this guest's comments, I stand behind our procedures for ensuring that the room is clean, inspected, and ready for each guest. I would be happy to explain what we do to any guest that is leery of staying with us due to these postings.Phyllis J S[redacted] General Manager

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They are stating that I needed to give a 30 day notice with my account paid I DID That when I went in The Gym in August they told me I would have to pay the august bill I did that my payment was due on the 10th of the month I went in around the 3rd or 4th. So that would of been 30 days for the Sept. payment and paid in Full even though when I signed up as I stated before The guy [redacted] I take it told us all a bunch of stuff he never mention then a 30  day notice but I still did do that given the time frame I was in. and regarding calls the messages I received are the ones I returned. and emails Did I receive all the ones they Claim they sent no There for a while I didn't have a Computer my hard drive went out in which time frame not sure I never though to keep track of that. I just want my contact to be canceled like it should of been in August. I feel like I'm being pulled around and Once again is not that I'm the only one who had trouble with this but he others just paid it. But I don't feel this is right. To settle this I will the 19.98 for the last 2 months with out all the other fees they try to add on but I will go in and pay Cash with a receipt so they don't have my banking info. no longer I have had to change it Twice for someone stealing my Info.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. The reason for leaving was an emergency. It wasn't our choice to leave. The military doesn't give you an option to come in or not, when your needed you have to come in. There was no way we could have stayed there and come back here to our hometown before the amount of time given for him to be there. The least you could do is help with a night stay since we were only actually there for 3 hours. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Initial Business Response /* (1000, 8, 2015/06/08) */
Dear Mr. [redacted],
Thank you for your recent response regarding a smoking fee. I do apologize that you were unable to get a hold of a manager at the time you called. Our housekeepers and especially our executive housekeeper are trained to...

identify these types of issues. The executive housekeeper will then notify the shift manager as a second witness. The fee collected is to pay for wages and special cleaning and at no point is ever collected to benefit personal use. I do want to hear more about your experience and hope that you will call the hotel again. Please ask for [redacted] and I will personally assist you.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: What is the hotels policy for room reservation cancellation? And are all reservations held to this policy? Also, due to the fact that I did not receive a timely confirmation or information regarding this so called policy, I am requesting to be able to view a copy of this.  Thank you.
Regards,
[redacted]

Since I’ve had several people ask me what happened at Roberts Salon and Day Spa I am now going to give the entire story. I was in need of a haircut and was recommended this salon by a friend. Since this was my birthday present, I decided I would treat myself to a salon experience. You can’t go wrong with $35 haircuts, right? Wrong. Initially my stylist hardly trimmed my hair. What I asked for was for it to be thinned out so it would lie better (it’s thick and gets poufy around the crown). Not much was done aside from my ends being trimmed and a balayage. After a day or so I decide that it’s still too poufy for my liking and desired a correction. I scheduled to come in Saturday. We talked about making my hair a bit more even. I told my stylist if it meant taking a little length off of the bottom to make it appear more even I wouldn’t be totally opposed to doing that. I didn’t realize that what my stylist was doing was giving me what she even called a “scene mullet” (if you don’t know what it is think about the kids you saw hanging at your local mall around 2005). The front length and bottom remained relatively the same, so I didn’t notice the massive discrepancy between the back of my hair length (not even 1 ½ inches at the longest) to the bottom and side layers (around 5 inches in length). Mullet. A flipping mullet. Not to mention she cut off quite a bit of the balayage I had just spent $70 on. I can/will provide pictures of my before, what I asked for, and after. So a few more days go by and I decide that I absolutely loathe my hair. After a few unsolicited opinions and a few I asked for, I decided I wanted to get my money back. I couldn’t get my hair, but the money I spent to acquire this atrocious haircut for my birthday (and months before my WEDDING) back in my bank account would make me feel better while I licked my wounds. I called the salon and was never contacted back by management, so I made an appearance in the salon in person. I was set up with one of the head stylists Michelle. She confirmed that my haircut was a disaster and vowed to help me fix the mistake to the best of her ability. She gave me her personal cell number. I contacted her within a few days to bounce some ideas off her about styles and colors. She told me to text her on or after Wednesday May 25th, which I did. I received no reply. Saturday June 4th I sent another text to which I received no response. I again called the salon to let them know what I was told and what was going on. Wednesday June 8th I received a text asking me if I could come in the day OF at 3:30 (mind you I work a full time job and my daughters father was at Army annual training). This was after I had called Roberts complaining. I simply told Michelle management can contact me. I left a bad review on the page to which Julie B[redacted] reached out to me. I went to make another comment several days later and she BLOCKED ME on Facebook. She was very condescending to me over the phone as well. I would overall never suggest this salon to ANYONE. Bless your heart if you took your time to read all of this post. I have more specific times and dates but they’re not on me as of right now. I was finally sent a refund check in the mail. Julie told me over the phone that they *usually* don’t do this, but since I pressed so hard they refunded me a whopping $45.

December 17,2015Revdex.com[redacted]Email: [redacted]ID # [redacted]To whom it may concern:Please note that I’m responding on behalf of Holiday Inn Express & Suites [redacted] at [redacted]...

[redacted].First off I would like to state that the guest stated "she had booked 2 rooms for her daughter’s birthday sleepover party,” At the time she came to check in shortly after 3p.m. on December 12, 2015 she had only had 1 reservation showing. There were not 2 rooms booked for the guest, for arrival on December 12, 2015. Also I want to state as showing on additional documentation that I am sending along that she had the max occupancy of 5 people booked for her room. At no time when making the reservation did she state that there would be up to 12 kids and parents occupying the room, or our facility (specifically the pool). Per our brand standards(which I am also sending along for your records) non registered guest are not permitted in the pool. This is a liability issue not only for the hotel but the guest or non guest as well. We do not have a lifeguard on duty at our pool, as it is for registered hotel guests only and swim at your own risk.At no time would any of our employee's give permission for there to be a pool party as it is against the standards. The employee (who also sent in a statement) who has been with us for about a year and a half now is more than aware that we never have held a birthday party at property and has read the standards knowing it is not permitted. This is something that is learned within the first week of training. This property has been open since July 2013 and we have never once held a pool birthday party.At no time did the guest call to book a birthday party, she called to book a room. Seeing that the guest is from [redacted], my question would be, why did they choose [redacted], to try and hold their Birthday party. They probably already called around to the hotels in [redacted] knowing that they as well do not hold Birthday parties on site. No property in [redacted] or [redacted] holds pool Birthday parties due to liability. We did try to accommodate the guest for her accommodation for her room. We also gave her the number for the local YMCA for the birthday party. The guest cancelled her room shortly after 3:30p.m. She said that she had found accommodations elsewhere.Guest did not assume any charges for her reservation as it was allowed to be cancelled up until 6p.m. local hotel time. Guest cancelled well before 6 p.m. and was not charged for the room or the cancellation. The guest was not responsible for any charges.If you have any questions please do not hesitate to reach out to me.Thank you.Shayna B[redacted]General Manger

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was never issued a refund.  The cooperate office sent me a courtesy check which they said was NOT a refund because of my poor experience.   I would like a full refund for the money I lost with this reservation.
Regards,[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I never got a refund as stated. 
Regards,[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
If this was such a high demand weekend, why were rooms still unsold after midnight.  I have not heard that Halloween and or [redacted] homecoming are such high demand weekends. 
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
This isn't about my child or him falling and hitting his head and arm.  Your email clearly shows that my wife hasn't been to your facility since April which she was told by one of your staff members that she was on a trial period.  The REAL problem here is that now it is three months later and were hearing that we were members.  How did you do that to her?  The reason our cards were declined was because of the bank being bought out and changing our card numbers.  We wanted to be a part of this club and even talked about joining together but were uncomfortable having such a young child being cared for by another childish person.  You could have contacted us or said "hey you know we tricked you and there's no way out of this contract and you need to pay".  Your calls and emails were spammed and ignored due to the fact that your staff member told my wife she was on a trial period and she thought it was just for the month of April.  She was trying to be polite and not bring up the fall.

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. 
They said I would forfit my deposit and when I called then they said my deposit is the whole amount which I do feel is right since I gave then a months notice of cancelation I only had reservations for 4 days. To steal someone else's money cause they don't feel like they have to give it back cause they say "your entire stay amount is your deposit there is nothing I can do" then hang up is not a proper management or a way of dealing with customer service. When I tried to make my resorvations it made me pay it in full if there was another way I wouldn't have so I would be going through this right now. It was not my plan not to come down there but my event cancelled and I will not be driving 8 hours. I would like to paid back in full
Regards,
[redacted]

I am willing to accept $39.48 which is one service charge for $19.50 and two months dues at $9.99 each.

Complaint: [redacted]
I am rejecting this response because:The original reservation was made by phone.  I was not told it was a special Gov Rate and as you can see it is not indicated on my reservation confirmation.  The hotel only wanted to raise the price to make...

additional money.  IHG agrreed with me over the phone but indicated they have no control over the local owner and manager.  The rate was changed on Oct 3 with no notification.  I found out about the rate on the Monday prior to when I was to check in on Wednesday.  The attached confirmation shows what I had reserved.
Sincerely,
[redacted]

I am responding on behalf of Staunton Health & Fitness as we are not affiliated with [redacted].
On 4/9/14, [redacted] purchased our Basic Plus membership which is a month to month open agreement (Membership agreement attached).  She paid the $19.99 enrollment fee and $34.73 prorated...

for her first month.  She checked into the club on 4/10/14, 4/16/14, and 4/17/14.  She signed her son into the kids club as well on those dates (sign-in sheet and waiver of liability attached). There was never any mention from [redacted] that her son had been injured while under our care nor was there an incident report filed. I have also attached all email documentation from our billing office, contact history from our software system, and email trail from Mr. [redacted].  I will break this down in date order to help with understanding how the events occurred....
4/9/14 - [redacted] Joined club.
4/10/14 - [redacted] and son checked into club.
4/16/14 - [redacted] and son checked into club.
4/17/14 - [redacted] and son checked into club.
5/20/14 - Invoice for dues declined and service charge added.
5/20/14 - Email sent to member stating her payment had declined from billing office.
5/21/14 - Billing office spoke with members husband who stated his credit card was replaced due to a bank merger.  He stated he wanted to update this at the gym and would do so as soon as he was back in town.
6/4/14 -  Email sent from billing office to member requesting her to call their office.  Member responded stating she did not renew her membership as her little one doesn't like being away from her.
6/5/14 - Email received from member stating she no longer wanted to use the gym. Billing office replied asking if she had filled out a cancellation form and advised her of the 30 day notice and the cancellation policy which included past due balances must be paid in order to cancel.  Member responded stating "How could she give 30 days notice as she paid for the first month and then decided to quit because her son doesn't like it".  The billing office replied again stating the account must be up to date and 30 days notice given in order to cancel.  The member was also advised at that time that written notice at the gym is required and management must approve the cancellation based on the cancellation policy.
6/5/14 - Member emailed again saying they do not owe June and that her husband informed the billing office in May that she was cancelling.  Billing office responded stating that cancelling was never discussed as he would have been advised at that time of the cancellation policy. Billing office did explain that if they refused to pay the past due the account would be sent to our collection agency.  The billing office did offer at that time to waive the service fee as the card declined due to the bank merger. The member stated that her son hates going to the gym and they decided not to be selfish and quit going.
6/12/14 - The billing office sent an email to the member stating we still do not have updated billing information and have not received a cancellation notice.
6/18/14 - The billing office sent an email stating the account is past due and billing information is needed.
6/20/14 - Invoice for dues declined and service charge added.
6/20/14 - Email sent to member regarding declined payment.
6/20/14 - Email received by billing office from member stating she had requested to cancel her membership months ago but will have her husband take care of making sure this is cancelled next week.
6/30/14 - The billing office sent an email to the member stating we have not received the cancellation notice and there is a past due balance.
6/30/14 - Member's husband called and spoke to the front desk staff stating they cancelled several months ago via the billing office. The front desk staff member explained the cancellation policy and he stated he will not fill out a cancellation form and that his son injured himself 2 months ago in our care.  He stated he will go to the paper, hire a lawyer, and call the Revdex.com to shut us down.  He refused to pay and changed the credit card number.
6/30/14 - Member's husband called back and spoke with the front desk staff again and said he spoke with his lawyer and will fill out the cancellation form and take the rest to court.  He stated his wife sent an email to the billing office regarding his son's injury several months ago which we have no record of.  He stated he would be in later that day to fill out the cancellation form.
6/30/14 - I received an email cc'd to myself from the member's husband to the General Manager stating the following......
 
[redacted],
 
  Per our conversation today and the enterprising conversations I had
with [redacted] and lack of care toward my child falling in April I plan to
move forward with legal action against your organization.  My wife
([redacted]) talked me out of this back in April when she left your
center with a swollen knot on our child's head at that time that he was
20 month Old's.  He has numerous medical bills and was unattended.  I
asked my wife at that time to plan for action if she wanted and left the
decision to her.  It turned out to be more than a lump on our child's
head.  My wife has always known when to forgive and forget.  She decided
at that time to contact your organization and to terminate her
membership (April).  Today we received a bill for past due notice going
to collection.  Coming from a person who has a six figure income I can
assure you that I will do everything in my power to prove that what
happened in your facility was lackadaisical, negligent, and
irresponsible.  I'm a man of word and intend to follow through with what
I say I will do.  My plans are to open a claim against your
organization with the Revdex.com, contact the local Editor,
and file action against you by hiring [redacted] if
they will take the case, if not I'm sure they know someone who will.  
 
    This has gone beyond your peril of sending a
108.00 bill to collection.  It is a matter of principle and after two
ungoverned and resolute conversations with [redacted] I know I'm making the
correct decision.  It is a matter of a mother cancelling her membership
back in April because her child was injured and wasn't comfortable with
him being out of her site.  I hope this finds you well, someone will be
in contact.  Thank you for your time and effort,
[redacted]
7/1/14 - I replied with the following email.....
Mr. [redacted] -
I am in receipt of your email regarding your son's injury and your
wife's balance.  Please address any legal correspondence to my corporate
attorney, [redacted]  I would also appreciate you send a copy of any
correspondence to my corporate office, Staunton Health & Fitness,
Attn:  [redacted]  [redacted]
[redacted],
my General Manager, has informed me that she is in receipt of your
written cancellation of your wife's agreement and has supplied you with a
copy of the agreement your wife signed when she joined the club which
clearly states the cancellation policy.  This policy states there is a
30 day notice as well as your account must be in good standing.  Since
her account in not in good standing, we are unable to cancel the
agreement.  If you would like to clear this up to avoid additional
monthly charges, please contact our billing office at [redacted].
Regards,
[redacted]
7/5/14 - That was the last correspondence I have had with Mr. [redacted] only to be followed by the following from him..... [redacted] Jul 5 (1 day ago)
to me
Not
a problem at all.  Since you have sent smart [redacted] emails to me I will
forward them to the editor of the paper.  I am working now with the
B.B.B. and using you as the problem contact for the claim with the Reno
Address to file a claim since we have been told TWO times now that this
contract has been closed, once in April and again the other day.  I
don't understand how hard this is for your organization and yourself to
process but I'll work to handle the problem.  And yes my lawyers are
contacting your team in Culpeper.  This is quite the scheme you are
running here and as the Mall has a new owner I will also let him
understand this direct refusal to end this contract which my wife was
told was a trial period to start with.  
    Also a word of advice:  I would have paid the 108.00 dollar charge
if it weren't for all of the smart [redacted] comments from your receptionist
[redacted] when I called in.  Maybe you could get an adult to answer the
phone.  I had to leave work early to close the account face to face and
three of my co-workers said "that place is horrible and I'm trying to
get away from it as well, you are going to have to go there in person
because it's ran by children" and they were spot on.
[redacted]
 
Jul 5 (1 day ago)
to me, [redacted]
Oh
my Gosh your organization's B.B.B. rating is an "F" no big surprise.
 We really need to start checking on all of these rip off schemes...
[redacted]
to [redacted], me
I'll
just pay them but Ill never stop fighting this.  To say your cancelled
in April and call in July and say you have a bill is whats called a
"Bait and Switch" according to the B.B.B.  I have sent in my letter to
the editor...look for it!  Hopefully everyone in Staunton and Augusta
can be informed to be careful and not trust what they're told either
once it gets published!
Yes, we do! Didn't think to do that.
In conclusion, I feel that we have gone to the fullest extent to explain verbally, by email, and by the signed agreement between the member and Staunton Health & Fitness the cancellation policy of our club.  Regarding Mr. [redacted]'s request, we will not clear his account per our cancellation policy which states 30 days written notice.  Mr. [redacted] has filled out the cancellation form but cancellations will not be accepted on accounts that are not current and in good standing.  Unfortunately, due to the account not being in good standing, the 30-day notice has not been accepted.  IF Mr. [redacted] were to update the account today, the July dues would be due as well as the $38 enhancement fee also due July 20th.  The longer this goes on, the more service and late fees accumulate.  As you can see from the documentation above and attached, there has been an abundance of communication between all parties involved. I have provided Mr. [redacted] with the information to our corporate attorney in Virginia.  I have never provided him with any information in any other state regarding legal matters. Mr. [redacted] has access to our billing office, the health club, my attorney, as well as my corporate office in Reno.
Please don't hesitate to contact me with any additional questions or concerns.
[redacted]
Staunton Health & Fitness

[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]

Good afternoon,I hope this email will find you well.  My name is Faapoi B[redacted] and I'm a new General Manager for the Baymont Inn & Suite in Murray Utah. I am writting in regards of a complaint letter that was received in my office regarding a guest that was unhappy with his stay with us on...

02/25/2017.Our number one goal is customer satisfaction. However in this case one of our guest was not satisfy with the service that we provided for him at our hotel.  I have reach out to the customer on 03/08/2017 and apologize to him and offer him a complemetry room for his next visit here in SLC also I assure him that I have taken all the necessary step by having ECOLAB pest control company to spray our property and they didnt find anything else inside our rooms.  I did explain that to the guest and he was happy the step we took to take care of the problem however he informed me that he had to throw away some of his belonging because he was affaid he might have bed bugs on it and he wanted us to reimbursed him for his clothing I did let him know that we are not resposiable for replacing his clothing because it wasnt damage from the hotel and I told him that I woulda been happy to pay for dry cleanning services if he was concern about bed bugs on his clothing but Im not able to reimbursed for his clothing.  He was not happy with the decision that I made but he thank me for making the effort to reach out to him four times trying to result the issue.

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I stayed at the Holiday Inn Express on 23 May 2014.  I did pay cash at check in.  On 25 May 2014, I checked out at 3:30 a.m. and was told by the desk clerk once she printed out my receipt, she stated that the hotel owed my $55.16 because the computer stated that they owed me money because I was checking out early.  [redacted] (the desk clerk) gave me the receipt and told me that she could not open the registered and that I would need to contact the manager on Monday.  As I was leaving, she printed out another receipt based on what the computer said, and stop me as I was going out the door and said that they also owed me $2.66 cents for pet fees. She gave me the manager's card and told me that she would explain everything to the manager upon her return on Monday.  I told her thanks and left.     The statement that the manager made in writing to you saying that the clerk explained to me about the pet fees and that the receipts were the same is not true.  [redacted] gave me two separate receipts both states "includes room and pet fees.  The manager sent me $3.00 in an envelope.  They still owe me for the room for leaving early in the amount by subtracting the $3.00 is $54.82.  The manager was quite rude and she is not telling the truth.  I will continue to pursue this because the pet fees were added to my stay.  Again, the clerk only told me that the hotel owed me money. If you need for me to fax my receipts, please provide me with a fax number and I will send them to you.
 
Thank you for your time.
 
Mrs. [redacted]