Roadway INN

Initial Business Response / [redacted] (1000, 5, 2016/03/21) */ the guest have stayed at the hotel and fully used the room while they were in the roomIf the room is used and their is nothing wrong with the room, we have a no refund policyWe can not confirm whether the guest stayed for few hours or the whole night since they did not return the room key

Initial Business Response /* (1000, 5, 2016/03/21) */
the guest have stayed at the hotel and fully used the room while they were in the room. If the room is used and their is nothing wrong with the room, we have a no refund policy. We can not confirm whether the guest stayed for few hours or the...

whole night since they did not return the room key.

Initial Business Response /* (1000, 12, 2017/11/06) */
The pool was down due to the health department. Anytime this happens we post a sign at the front desk as well as a health department sign on the pool door..We also advise the guest at check in. When [redacted] checked in she was told about the pool...

being closed and she chose to still rent not one but five rooms from our establishment. She did spend the whole night and after checking out filed s complaint with our corporate office. The corporate office offered her points for free nights and she accepted but still has been filing complaints to receive more free nights or her money back on those five rooms.
Initial Consumer Rebuttal /* (3000, 14, 2017/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not told about the pool until after I had paid my money for my reservation that was made online. I was told by a customer staying at the hotel "Yawl know the pool out" I guess he saw the kids in their suits (not by the receptionist). I never saw a sign. That is when the receptionist told us some boys had put soap in the pool and they were waiting on the health department to clear the pool. I asked for my money back immediately, but the receptionist told me that she could not give me my money back, she told me she could not give me my money back because I had reserved my rooms in advance online. I asked her to call the manager. She told me I had to talk to the manager Shannon in the morning, she never came in. I specifically told her I did not want to stay and she said there was nothing she could do. There is no way the reception could say anything other than this. I wanted a refund because the reception never advised me at check in that the pool was out. I had no choice but to stay and the manager Shannon never apologized for her staff not following procedure nor giving me a refund that night. There was no sign and I was never told by the receptionist.
The hotel states,
"When [redacted] checked in she was told about the pool being closed and she chose to still rent not one but five rooms from our establishment", this person was clearly not in the room during the conversation and clearly did not read the statement that I made because she did not know all 5 rooms were reserved online, prior to that night. I came in and paid for the rooms I had reserved online with cash. The reception felt so bad for us because she could not give us a refund she called another Choice hotel with a pool and asked if we could use their pool. Whoever wrote this statement needs to talk to their receptionist and get all the facts.
The hotel also stated,
"She did spend the whole night and after checking out filed s complaint with our corporate office. The corporate office offered her points for free nights and she accepted but still has been filing complaints to receive more free nights or her money back on those five rooms", I stayed because I had no choice at a Choice hotel. I was told to see the manager Shannon in the morning who never came in or called even though I left my number. I felt like I was treated badly and I wanted a refund that night and some admission of wrong doing.
At this point it is not about the rooms or the money. The manager let this claim get way out of hand, she needs to talk to her receptionist who worked that night. I just wanted her to admit they could have given me a refund that night for all 5 rooms I paid in cash for. The manager should have handled the situation better. The reception could have told me at the time I checked in that the pool was out. More importantly, in the future give the customer a choice if they want to stay and the staff should be prepared to give alternatives to meet the customers needs. I am unfamiliar with this hotels practices and procedures in instances such as this, but the receptionist and manager should have been familiar with their hotel policies.
This response is not true, whomever responded to my claim needs to talk to the receptionist who was on duty this night to get the accurate facts.