Ramada Inn Salt Lake City

Hello, My name is Lesila A [redacted] and I am the General Manager here at Ramada Airport Hotel in Salt Lake City, UtahI am responding to a letter from your establishment regarding a guest that stayed with us named [redacted] SwitzerI have spoken to this guest many times beforeHer complaint was that she woke up and the security latch was undoneShe claims it was a guest then she blamed my housekeeping departmentFirst off, upon hearing this complaint, I did apologize to the lady in person because she was at the front desk telling my rep about her situation and I over heard it so I stepped in to take care of her complaintI apologized to Ms [redacted] and assured her I will take care of the complaint and review the camerasShe then checked out and I went over to my office and started going back on the cameras I reviewed the cameras near her room and the room she was in (121) the camera for that section of the building was right above Ms***s roomAnyhow, upon reviewing the camera, she checked in APPROXIMATELY10:55pmthen entered her room APPROXIMATELY11:13pm.I watched the camera all the way until she went to the lobby and spoke with my front desk agent at8:42am.In between those times from checking in to checking out, not once did I see ANYONE approach her doorCouple of people passed by to get to their rooms but there was NOT one person that stopped and tried to enter her roomMs[redacted] called me and asked who tried to enter her room and I told her that no one tried to enter her room, then she says it was housekeeping so I need to compensate her stay and award points for the inconvenienceIn my profession, guests will ALWAYS be right and I will do all I can to take care of them, but this time, Ms [redacted] is wrong! First of all, we do not have housekeeping working after5pm.Secondly, housekeeping comes in at9am I explained all this to Ms [redacted] but she was not satisfied what so ever and insisted on blaming my housekeepers or another guestI explained to her that there is NO WAY possible for ANYONE to the security latch from the outside and that she may have just forgotten to put on the security latch since it was very late at night and she may have been tiredI apologized continuously to Ms[redacted] but she kept yelling at me on the phone and said I should take care of her for this inconvenience and issue her points and reimburse her for her stay or else she will report it to our Corporate Office and I told her thats fine go ahead and call because we were not at fault for anythingShe complained to Wyndham Corporate and so they sent me an email and so just like this, how I am emailing you, I explained to our Corporate in details everything that happened and so they dropped her complaint because guest was more concerned about getting reimbursed and free points toward a free stay at other Wyndham properties I am sorry to waste your time with my email, but we are not giving her free points and money for a claim that did not happen nor possible for anyone to do so Aattached is the folio of the refund that was posted 4/25/and her complaint with corporate which was just recent 5/6/18, the closed case she filed with our Corporate office which was dropped because guest was taken cared of just for her satisfaction although hotel was not at fault for any of her complaintI've refunded her money, yet she still wants more?? I am the ONLY manager for this hotel and never have I ever said I will give her points as she stated in her complaint with my corporate officeLesila A***-Afu

Hello,  My name is Lesila A[redacted] and I am the General Manager here at Ramada Airport Hotel in Salt Lake City, Utah. I am responding to a letter from your establishment regarding a guest that stayed with us named [redacted] Switzer. I have spoken to this guest many times before. Her complaint...

was that she woke up and the security latch was undone. She claims it was a guest then she blamed my housekeeping department. First off, upon hearing this complaint, I did apologize to the lady in person because she was at the front desk telling my rep about her situation and I over heard it so I stepped in to take care of her complaint. I apologized to Ms. [redacted] and assured her I will take care of the complaint and review the cameras. She then checked out and I went over to my office and started going back on the cameras.  I reviewed the cameras near her room and the room she was in (121) the camera for that section of the building was right above Ms. [redacted]s room. Anyhow, upon reviewing the camera, she checked in APPROXIMATELY10:55pmthen entered her room APPROXIMATELY11:13pm.I watched the camera all the way until she went to the lobby and spoke with my front desk agent at8:42am.In between those times from checking in to checking out, not once did I see ANYONE approach her door. Couple of people passed by to get to their rooms but there was NOT one person that stopped and tried to enter her room. Ms.[redacted] called me and asked who tried to enter her room and I told her that no one tried to enter her room, then she says it was housekeeping so I need to compensate her stay and award points for the inconvenience. In my profession, guests will ALWAYS be right and I will do all I can to take care of them, but this time, Ms. [redacted] is wrong! First of all, we do not have housekeeping working after5pm.Secondly, housekeeping comes in at9am.  I explained all this to Ms. [redacted] but she was not satisfied what so ever and insisted on blaming my housekeepers or another guest. I explained to her that there is NO WAY possible for ANYONE to un-do the security latch from the outside and that she may have just forgotten to put on the security latch since it was very late at night and she may have been tired. I apologized continuously to Ms.[redacted] but she kept yelling at me on the phone and said I should take care of her for this inconvenience and issue her points and reimburse her for her stay or else she will report it to our Corporate Office and I told her thats fine go ahead and call because we were not at fault for anything. She complained to Wyndham Corporate and so they sent me an email and so just like this, how I am emailing you, I explained to our Corporate in details everything that happened and so they dropped her complaint because guest was more concerned about getting reimbursed and free points toward a free stay at other Wyndham properties.  I am sorry to waste your time with my email, but we are not giving her free points and money for a claim that did not happen nor possible for anyone to do so.   Aattached is the folio of the refund that was posted 4/25/18 and her complaint with corporate which was just recent 5/6/18, the closed case she filed with our Corporate office which was dropped because guest was taken cared of just for her satisfaction although hotel was not at fault for any of her false complaint. I've refunded her money, yet she still wants more??   I am the ONLY manager for this hotel and never have I ever said I will give her points as she stated in her complaint with my corporate officeLesila A[redacted]-Afu