St. Giles Hotel

Review: From: [redacted].

**nt: Thursday, August **, 2013 10:53 AM

To: '[redacted] Subject: RE: COMPLAINT

Good Morning [redacted],

It will be almost one month since I contacted you concerning this matter. Please respond as soon as possible.

Thank you. [redacted]

From: [redacted].

**nt: Thursday, August **, 2013 2:41 PM

To: '[redacted]

**bject: RE: COMPLAINT

Good Afternoon [redacted],

I am following up on your email to see what the status is of my complaint.

Thank you again for your attention to this matter.

From: [redacted]

**nt: Wednesday, July **, 2013 10:16 PM

To: [redacted].

**bject: RE: COMPLAINT

Hi [redacted],

Thank you for your email. I appreciate the detailed feedback that you have provided regarding your recent stay here. We strive to accommodate all of our guests and needs, and I was disappointed to hear about all the issues you encountered in your two rooms. I am planning on doing a detailed walk through of these rooms with our Housekeeping and Engineering Teams to ensure that they are aware of the issues you mentioned and work on rectifying them right away. I will speak with Upper Management to see what we can do for you given the circumstances of your stay here. Please allow me a few days to follow up with you on this matter.

Thank You,

Front Office Manager

From: [redacted].

**nt: Tuesday, July **, 2013 2:09 PM

To: [redacted] Subject: COMPLAINT

Good Afternoon,

I was given your card at check out, to contact you about the unacceptable and dangerous conditions we encountered during our stay at the hotel.

We checked in on Saturday July **, 2013 to Rooms [redacted] & [redacted], they were booked in the names of my daughter and daughter-in-law. We were in a hurry to keep dinner reservations, so we just freshened up and changed our clothes and left the rooms. We asked the front desk to have the pull out sofa in Room [redacted] made up while we were gone. It wasn’t until our return after midnight that we found the problems.

Room [redacted] – No wash clothes

No robes

The bathroom light didn’t work, it just flickered.

There was gritty dirt in the tub prior to showering. While showering the tub filled with water, above the ankles, the drainage was very slow

The carpet in between the bedroom and living room was buckled (pulled up) at least two inches. I have a [redacted] and [redacted], this was a hazard for me

The lighting in the room was very poor, the switches on some lamps didn’t work properly

I was up all night due to the fact that the guests in room I think [redacted], the door to the right as you exit Room [redacted], were extremely noisy. It sounded like they were fighting and throwing or banging the furniture

around the room. Don’t ask why I didn’t call the front desk, why bother, I didn’t come here to be responsible for other guest’s behavior, or to be harassed by them after the fact.

Room [redacted] – No wash clothes

No tissues

Only 1 robe for 3 people

We asked for the sofa bed to be made up, which they did, BUT, it was unusable, the front springs and matting were broken off of the side rails. When you sat on it you would fall to the floor.

Did your staff not see this? I find this very dangerous, because they left a situation unattended, so that a guest could be injured.

We booked our stay for a pre-wedding celebration, but our experience at the **. Giles Hotel was very very poor. It was very embarrassing to be the person responsible for choosing your hotel based on the advertising and reviews, which now appear to be grossly overrated. The overall condition of the rooms was very poor. The sofas and chairs were very unkempt, the tables were chipped and scared. The rugs gave the appearance of being worn and dirty. There were water stains on the ceiling and around windows. The windows themselves were very dirty.

Also when we first arrived, we were given a room on the 5th floor, which was pretty much in the same condition, the one major item to be mentioned, was the bottom of the window air conditioner was sitting on the floor.

I am requesting a full refund due to the unsatisfactory and dangerous conditions of both rooms, which made our stay very uncomfortable. Please don’t offer me a free night, I have no desire to return to the **. Giles. I would have preferred to meet with you in person, and walk through the rooms with you, to point out all the issues I have mentioned, but you or any other manager were not available for guests at check out, another thing I found unacceptable.

I am looking forward to you contacting me for my credit card information, or you can mail me a check. If you do not have the authority to issue a refund, please put me in touch with the person that does.

Thank you for your attention to this matter. Sincerely,

[redacted]Desired Settlement: As stated in my original email, I requested a full refund for both rooms. The rooms were totally unacceptable even for an overnight stay. We did not receive the quality the hotel represented for the price paid.

Consumer

Response:

At this time, I have not been contacted by **. Giles Hotel, LLC regarding complaint ID [redacted].

Sincerely,