Montvale Hotel

Review: I booked this hotel on [redacted] for September 13, 2014 as it had very high ratings and appeared to offer good quality. My young niece and I went to check into the Montvale Hotel in Spokane at about 9:30 after a wonderful day at a WSU football game. We arrived to the room only to find that there was a horrible noise (It sounded like a private jet was landing on the roof). I went back down to the desk and told the desk agent who came up and checked it out, agreed that it was noisy, and guessed it was the air conditioning. I told her it was not acceptable as the point of getting a room was to sleep and that would not be possible. She said she didn't have any more rooms and that was where we would have to stay. I told her I would be leaving (again because it was unacceptable) and wanted a refund. She said she couldn't do that. I asked to speak to a manager; she said that the manager wouldn't be back until Monday (No manager on duty???). She further said there was nothing she could do and that she didn't want to lose her job over the situation. I asked for the manager's name and phone number, which she supplied. I also asked her to note the issue on the receipt she gave me; she refused even though she verbally acknowledged the problem to me and my niece (without an apology I might add). I left with nothing but a $120 charge on my credit card and received no value in service.

I called mid-morning on September 15 and left a message for [redacted], assistant manager. Ms. [redacted] returned the call on September 16 in the afternoon and left a voice mail letting me know that they would not issue a refund.

As the hotel was not able to offer acceptable accommodations and the situation forced me to find (late at night with a small child) another accommodation, a refund should be an easy thing for them to do. People check into hotels every day. We provide our identification and credit card information for a room sight unseen, which means we must trust that they can offer the minimum of what is expected a clean, safe room where one can rest. This did not happen. Further, the management of this facility was no where to be found to offer any other kind of resolution.Desired Settlement: Refund of $121.72 for value not received.

Business

Response:

Dear Mr.[redacted]: