Lancaster Host Resort

DATE: 9-14-171, [redacted] checked into hotel room #[redacted], guest did not disclose to hotel that they had a dog in the room.2, Hotel is pet friendly but all guests with dogs are required to pay a pet fee and Complete the paperwork which includes emergency contact information in the event there is an...

issue with the dog. Guest did not pay pet fee or complete the required form.3. At 10:30pm the guest in the adjacent room, #[redacted] came to the front desk complaining about a dog constantly barking in room #[redacted].4, Hotel checked the information on registration card for room #[redacted]; hotel called [redacted] from the hotel switchboard, she did not answer.5. At 10:45pm the guest in room #[redacted] complained at to the front desk there was a dog constantly barking and whining in room #[redacted]. Hotel attempted to reach [redacted] again; she did not answer her phone.6. At 11:15pm the guest in room #[redacted] checked out of the hotel due to the barking dog in room #[redacted]. Hotel had to refund $249.00 to the guest in room #[redacted].7. Sayed H[redacted] the manager on duty called [redacted] from his cellphone, she answered. [redacted] was informed she need to return to the hotel immediately and resolve the issue with the barking dog or the hotel would contact East Lampeter Township Police and/or the Animal Control Unit to remove the dog from the hotel premises.8. Hotel requests that [redacted] pay damages to the hotel in the amount of $249.00 for loss of revenue from the guest in room #[redacted] who checked out early due to her barking dog plus the $40 pet fee for a total of $289.00.Thank you for your assistance.Harry S[redacted] General Manager

Horrible stay at the Host resort on Sunday, May 31st. There were bugs in the room, the bathroom floor was sticky. Because it was a Groupon deal, they are refusing to give me my money back for the stay and they charged my credit card a $20 hold and still as of Wednesday, have not received that money back. I would never recommend this place to anyone and I have already told many people that travel to Lancaster not to stay there. The AC in the room was not working. Horrible accommodations. I contacted the manager but he said I could not get any money back because it was a groupon deal. I think that this is crazy because it was the hotel that I paid to stay there and Groupon was just where I got the deal.

This has to be the worst hotel in the country. There was no heat and the weather was in the 40s to 60s. No hot water. If the water was hot there was not enough pressure to turn on the shower. If you added cold to make it come out of the shower head it was barely lukewarm. The towels were damp when they left them in the room. Service was almost non existent in the bar and lounge area. The employees at the front desk could not have cared less. There was a terrible smell of mold everywhere. The entire facility needs to be torn down.

Review: Room [redacted] is infested with mold, it made me and husband sick.Desired Settlement: Would like a refund didn't pay to be subjected to mold

Business

Response:

Feb 19, 2014

Dear **. [redacted],

The hotel received notification of your complaint to the Revdex.com relative to room [redacted]. Please accept our sincere apology that the hotel room did not meet your expectations. The hotel will send a refund check to your [redacted]. address in the amount of $66.64, which equates to the amount that [redacted] Group pays the hotel for the two night stay in a double room. The hotel will also send a copy of this email to the Revdex.com (Complaint #[redacted]) to evidence the hotel's commitment to resolve this issue as requested in your complaint letter.

Respectfully yours,

Review: On June 20 I faxed a form to reserve a room for 6 nights. On the form I specifically requested that the full 6 nights stay be billed and that I be sent a confirmatory e mail I also noted on the form that the funds on the card were only available until June 30th ( this was a "pre loaded" debit style card with a "use it or lose it " by June 30 2013 requirement) I received no communication (and no confirmatory email) from them and foolishly assumed all was well. Upon check in I was told only a one night deposit had been billed and that I would need to speak with reservations and that they would be unavailable until 9 am on Monday In order to check in I was required to provide another card (with my 7/1/2013 -6/30/14 allotment) This card was billed for the remaining 5 nights After speaking with numerous employees over 5 days, including the accounting and front desk managers, I was told that they had attempted to bill the full amount to the card expiring 6/30/13 when they received my form on 6/20 and that it was declined. They then proceeded to bill a one night deposit of their own accord. I questioned why I was not contacted regarding this and the next day was shown a copy of my first fax with a handwritten note stating "called left message". There was no documentation of who made the call, what number was called,date of call, or with whom message was left. The phone numbers listed on the form were my office and home numbers. My office staff is extremely reliable and I do not have a home answering machine. They have not claimed any further attempts to reach me, and as noted above did not email me the requested confirmation.

I have provided them with a copy of my original form (when they were originally unable to locate it) and offered to provide documentation of the funds that were available on the card at the time. There was $596 available which would have covered nearly all of the $654 total for 6 nights stay. Had I been notified that the full amount could not be billed on that card I could have had the $596 applied and paid the $58 difference by another means. Instead I am being charged for the additional 5 nights stay on my 2013/2014 card which is a net loss to me of $487. [$109x6=$596 - $109 deposit - $58 unavailable on first card =$487] I repeatedly requested a phone call from or meeting with the general manager and was told by the front desk manager that "[redacted]" was unavailable. I asked when he would be available and was told he would not be.

I am requesting that $487 of the $545 charged to the 7/1/13 to 6/30/14 card be refunded as it was negligence on the part of Lancaster host to make little or no attempt to contact me regarding this at a time when the now defaulted funds were available. I would be glad to provide any documentation you may need. Thank you very much for your attention to this matterDesired Settlement: I am anticipating a credit of $487 will be applied to my 2013/2014 [redacted] account and that a written apology will be sent.

Consumer

Response:

--------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Thu, Oct 10, 2013 at 10:06 AM

Subject: [redacted] ID [redacted]

To: "[email protected]" <[email protected]>

Cc: "[redacted]" <[redacted]>

Good morning,

Please see the attched information regarding the UPMC Policy on CME cards. If the funds are not used/submitted, they are lost at the end of the fiscal year (which was June 31, 2013). There were enough funds on her card to be applied towards most of her stay in Lancaster.

Please contact me with any further questions.

Business Manager

Phone ###-###-####

Fax ###-###-####