Layne Hotel

Initial Business Response / [redacted] (1000, 7, 2015/09/11) */ [redacted] XXXXX XXX-XXX-XXXX [redacted] , Dispute Resolution Specialist c/o Revdex.com Broadway Suite Oakland, Ca XXXXX RE: Case # XXXXXXXX , [redacted] Dear Ms [redacted] , Thank you for your inquiry and the opportunity to replyI would like to address Ms***'s complaints and hope to clear up any misinformation The guest had booked through Expedia and chose the most economical rate which was non-refundable, non-changeable, and did NOT include breakfastThe site's customers may always cancel, but they lose their depositExpedia does not show anywhere on its website that the non-refundable rate includes anything other than the RoomThe Hotel avails to all guests (at all price points) free Wi-FiHad the guest spoken to us regarding breakfast, we would have given information to her alternatives The guest, Ms***, complained about the neighborhood during check in and inquired about canceling the reservation at that timeThe check in agent informed her that it was a non-refundable reservation The guests then were shown to the roomMinutes later, Ms [redacted] came to the desk to say she has asthma and cannot stay in the roomShe said she was allergic to many things, including dust We told her that housekeeping can come right away, but she refused and wanted a refundThe front desk agent reminded her of the non-refundable rate, but wanted to offer her somethingHe then offered her and her companion (who seemed fine with the accommodations) a room upgrade without additional chargeAfter looking at the upgraded room, she agreed to the change and seemed happyAfter the change, neither Ms***, nor her companion, voiced any complaints and seemed satisfied for the rest of their stayThey stayed the full duration of their reservation and did not mention any problems at check outThey signed the deposit void slip and departed Please let us know if there are any other questions regarding this case Sincerely, [redacted] FDS, Layne Hotel XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not have any type of conversation or interaction with a woman (the respondent's name was ***) for the duration of my stayBoth the employee and manager I spoke with were male, so some of her misinformation is due to hearsay or information being passed [redacted] My complaint was not about the neighborhoodMy complaint was that I have athsma (which is different from allergies) and the room smelt of dust and mold that would trigger an athsmatic reactionMy companion was absolutely not agreeable to the hotel conditions, since that was brought up by the respondent, there was simply nothing we could do because the service was so deplorableHe called the front desk THREE times to get replacement batteries for the remote control as they were fading out and would soon dieThe employee on duty actually argued with him about how to use a remote, which is not only insulting to one's intelligence, but STILL REFUSED to give us a couple of double A batteries for a television remoteI believe this also would have been addressed if the respondent was someone we interacted with, but apparently that was left out of the conversation Final Business Response / [redacted] (4000, 13, 2015/10/08) */ In response to the Consumer Rebuttal: HelloPerhaps you did not notice meI was going off duty and waiting in the lobby when all this unfoldedI was the one who suggested to the front desk clerk to offer you an upgrade, which you acceptedI was the lady with long hair and glasses, and my name is ***I reviewed the lobby cc footage and confirmed the actions that took place I cannot confirm the details of the two way conversation on the telephone, however, I do note that a call was answered and the clerk offering to take care of something once he was finished helping other guestsBatteries were changedHousekeeping reports for the next day show no problems with T.Vor remote The Hotel provided to you what was reserved and paid forWe went above what was reserved and upgraded your room to your satisfactionYou stayed for the full duration of your original reservationIf you were not satisfied, then the next morning would have been an ideal time to voice your concerns Thank you and we sincerely hope that your trip to San Francisco was otherwise everything you hoped it to be [redacted] FDS Layne Hotel [redacted] XXXXX XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/09/17) */
Thank you for contacting the Layne Hotel.
We have researched the facts and have the following:
Reservation was made through Expedia for two (2) persons.
Check in was at approximately 3:15pm on August 26, 2015
At check in, your...

special request (pre-requested through Expedia) for a SMOKING room was not honored. We do not have smoking rooms at the Layne Hotel. We understand how upsetting this was, however, special requests are not guaranteed.
Reservation was originally for 2 people although 4 people showed up for the room. We clearly state on Expedia that there is an extra charge of $20 plus tax for each additional person per night. We changed the previously assigned room to accommodate your party. We understand why you were upset at that point, having to pay for the extra people AND not getting a smoking room.

After checking in to your room, you came to the front desk later in the evening to complain about the city street noise since your room faced Jones St. We could have given you a quieter King room facing inside if you kept your original room for 2 people. All our rooms with double/double face Jones Street. We also gave you the option to move to a higher room but you declined.
Your complaint of mold concerned us. We did not find any, however, there was what we believe to be hair dye or something similar and permanent on the shower curtain. We would have been happy to change it out immediately or again, provide another room. In all fairness, the letter which you gave in the morning at check out did not let us remedy the situation for you. We provided the room that you reserved and even offered to change rooms to your satisfaction, which you declined.
We would like to refund 2 nights of the extra person charge for a total of $93.00 and will credit the original form of payment.
Thank you,
[redacted] XXXXX
X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You reply shows how messy of Layne Hotel's reservation system.
First of all, NONE of us is a smoker, we HATE the cigarette smell! How ridiculous is that you said we requested a SMOKING room for our 16 year old kid with allergy??
Secondly, there're 2 different bookings NOT just one from Expedia. Our first 2 night booked from BMO Master card rewards with reservation #XXXXXXXXXXXX, the third night booked with Expedia itinerary # XXXXXXXXXXXXX. Both booking are for 3 adults and 1 kid. When the front desk pointed out the mistake on your computer, I tried our best to correct him. However, it seemed wasting time due to the communication problem.
Thirdly, we would like to ask California Department of Health Service to inspect whether it's mold in the bathroom and curtain. In addition, the bugs and other hygiene issues in the room.
Based on the fact that we'd stayed only one sleepless night though we'd paid 3 nights due to the unexpected health hazard (mold, bugs and other hygiene issues), I believe it's fair and legitimate, Layne Hotel shall AT LEAST reimburse the 2 nights charges. (CA$440.54 + CA$212.90 + US$ 139.50) X 2/3 = CA$435.63 + US$93 = US$ 341.81
PLUS, we had to move to the close-by hotel Hilton California, that we had spent approximately US$200 more for the 2 nights stay.
Therefore, we now compromise our request of reimbursement at
US$341.81 + $200 = US$541.81.
Look forward to hearing from you at the earliest possible, so that there's no need to proceed this case to California Department of Health Service and District Attorney of San Francisco.
Final Business Response /* (4000, 9, 2015/10/09) */
Thank you for your reply.
Our reservation system is working as required.
I would like to point out that you made your 1st reservation through an affiliate of EXPEDIA. Your second reservation was made directly through EXPEDIA. EXPEDIA then forwarded both reservations to us respectively. We have reviewed your original reservations with EXPEDIA and both our company's reservations and requests matched. The 1st reservation was for 2 ADULTS, special request for smoking room. If this was not your wish, then you should have reviewed your screen before submitting payment to them. The 2nd reservation for the last night was also for 2 Adults. You chose the lower non refundable rates, as opposed to higher fully changeable rates. It is your responsibility to check the information that you provide to make sure all is correct. We then get a forwarded copy of the reservation. We held the room for you as promised. We provided options which you did not want to take or consider.
We have noted that your issues with "bugs" were nowhere to be found in your original complaint but will address it here also. We have regularly scheduled pest control and alerted technicians to inspect the room before usual treatment. They did not find anything and gave us a written statement. We realize a 2 star hotel was not what you ultimately wanted and the 4 star hotel was more to your liking for this trip.
We successfully refunded $93.00 back to you as promised.
Thank you
[redacted]
Final Consumer Response /* (4200, 11, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just don't want to waste time!
I'm now requesting refund of the 2 nights fees that we actually haven't stayed, although we had suffered lots on the first night physically and mentally and had no choice to leave immediately on the earl morning of the 2nd day.
It's MORE THAN FAIR that I shall receive the refund of 2/3 of the booking CA$440.54 + CA$212.90, equals to CA$435.63 (US$331.62).
I will accept the US$331.62 settlement to close this complaint.

Initial Business Response /* (1000, 7, 2015/09/11) */
[redacted] XXXXX
XXX-XXX-XXXX
[redacted], Dispute Resolution Specialist
c/o
Revdex.com
1000 Broadway Suite 625
Oakland, Ca XXXXX
RE: Case # XXXXXXXX , [redacted]
Dear Ms....

[redacted],
Thank you for your inquiry and the opportunity to reply. I would like to address Ms. [redacted]'s complaints and hope to clear up any misinformation.
The guest had booked through Expedia and chose the most economical rate which was non-refundable, non-changeable, and did NOT include breakfast. The site's customers may always cancel, but they lose their deposit. Expedia does not show anywhere on its website that the non-refundable rate includes anything other than the Room. The Hotel avails to all guests (at all price points) free Wi-Fi. Had the guest spoken to us regarding breakfast, we would have given information to her alternatives.
The guest, Ms. [redacted], complained about the neighborhood during check in and inquired about canceling the reservation at that time. The check in agent informed her that it was a non-refundable reservation.
The guests then were shown to the room. Minutes later, Ms. [redacted] came to the desk to say she has asthma and cannot stay in the room. She said she was allergic to many things, including dust.
We told her that housekeeping can come right away, but she refused and wanted a refund. The front desk agent reminded her of the non-refundable rate, but wanted to offer her something. He then offered her and her companion (who seemed fine with the accommodations) a room upgrade without additional charge. After looking at the upgraded room, she agreed to the change and seemed happy. After the change, neither Ms. [redacted], nor her companion, voiced any complaints and seemed satisfied for the rest of their stay. They stayed the full duration of their reservation and did not mention any problems at check out. They signed the deposit void slip and departed.
Please let us know if there are any other questions regarding this case.
Sincerely,
[redacted]
FDS, Layne Hotel
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 9, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not have any type of conversation or interaction with a woman (the respondent's name was [redacted]) for the duration of my stay. Both the employee and manager I spoke with were male, so some of her misinformation is due to hearsay or information being passed [redacted] My complaint was not about the neighborhood. My complaint was that I have athsma (which is different from allergies) and the room smelt of dust and mold that would trigger an athsmatic reaction. My companion was absolutely not agreeable to the hotel conditions, since that was brought up by the respondent, there was simply nothing we could do because the service was so deplorable. He called the front desk THREE times to get replacement batteries for the remote control as they were fading out and would soon die. The employee on duty actually argued with him about how to use a remote, which is not only insulting to one's intelligence, but STILL REFUSED to give us a couple of double A batteries for a television remote. I believe this also would have been addressed if the respondent was someone we interacted with, but apparently that was left out of the conversation.
Final Business Response /* (4000, 13, 2015/10/08) */
In response to the Consumer Rebuttal:
Hello. Perhaps you did not notice me. I was going off duty and waiting in the lobby when all this unfolded. I was the one who suggested to the front desk clerk to offer you an upgrade, which you accepted. I was the lady with long hair and glasses, and my name is [redacted]. I reviewed the lobby cc footage and confirmed the actions that took place.
I cannot confirm the details of the two way conversation on the telephone, however, I do note that a call was answered and the clerk offering to take care of something once he was finished helping other guests. Batteries were changed. Housekeeping reports for the next day show no problems with T.V. or remote.
The Hotel provided to you what was reserved and paid for. We went above what was reserved and upgraded your room to your satisfaction. You stayed for the full duration of your original reservation. If you were not satisfied, then the next morning would have been an ideal time to voice your concerns.
Thank you and we sincerely hope that your trip to San Francisco was otherwise everything you hoped it to be.
[redacted]
FDS
Layne Hotel
[redacted] XXXXX
XXX-XXX-XXXX