The Meadows Conference Center

Hello, my name is [redacted], and I am the Assistant General Manager of the Country Inn and Suites Green Bay East for which complaint #[redacted] was generated for by [redacted]...

[redacted].  I actually spoke to Mr. [redacted]l on 08/06 regarding this matter and explained to him that there was a computer glitch that had generated extra room charges that should not have been there.  The total of his bill should have been $709.83, which after some adjustments, was what he was actually charged.  I explained to him that two of our Front Desk Representatives, [redacted], had fixed the matter on Saturday, 08/02 when they were first made aware of the situation by Mr. [redacted].  However, the same glitch occurred night, 08/03, making it appear as though no corrective action had been taken.  After he departed on Monday, 08/04, I was made aware of the situation by [redacted], who were at this point confused as they had never encountered a situation such as this.  Upon investigation of the problem, I realized that in my three years with Country Inn and Suites, I also had never seen anything like this before. I cannot explain exactly how it happened, but I can look back at all changes that occur on a reservation and what time they were made, and I can attest that [redacted] and [redacted] had indeed corrected the problem and for some inexplicable reason, the same issue happened again night when our End of Day procedure was completed.  So on that when Mr. [redacted] checked out, I went ahead and adjusted off the charges that should not have been there to get his balance down to the $709.83 it should have been. Once that was completed, I instructed [redacted] to send Mr. [redacted] a new receipt with an apology for all the confusion.  On Wednesday, 08/06, Mr. [redacted] generated a Guest Issue complaint with Carlson. That was when I contacted Mr. [redacted] to explain the situation.  After telling him all that I just wrote above, he said he accepted what I was saying to be truthful and was more or less concerned with whether or not [redacted] and [redacted] were honest young men, to which I can attest to without a doubt.  Both of them were just as concerned with resolving this matter and figuring out what occurred as much as I was.  As far as the price discrepancy between Priceline and ourselves, I'm not exactly sure why they quoted him $733.55 when the total of the room charges plus tax equaled out to $709.83, but I can assure you that on our end he was definitely not undercharged, or overcharged, for that matter according to our records.  When guests book with Priceline or any other "Third Party" Reservation Website, that company enters those reservations into our Property Management System automatically and we cannot alter, cancel or change anything associated with the reservations, including price or dates without express permission from that "Third Party".  Mr. [redacted] also accepted this explanation to be truthful and told me he would be withdrawing his complaint with both Carlson and the Revdex.com.  Please let me know if you require an further information to help with your investigation.Thank You,
[redacted]Assistant General ManagerCountry Inn & Suites Green Bay East& Meadows Conference Center
[redacted]www.countryinns.com/hotels/wigbayewww.meadowsevents.com

I'm writing in regards to our son's recent wedding that was held at the MEADOWS in Green Bay WI. From the beginning of planning there was a serious disconnect with communication between us and the management. We started with a wedding coordinator and had everything laid out how we wanted it to be. By the time we got to the wedding we had three different coordinators. Come night before the wedding we had to relay out the tables as they were not as planned to be.
On the wedding day, walking down the corridor to the banquet room there was an awful sewer smell that made our guest complain. We thought the issue was due to a plugged toilet in the ladies restroom but was later told the smell was from somewhere else. They put up a table of candles and air fresheners to mask the odor. We had several elderly guests that needed the handicap stall but this remained plugged and out of service all night. Because this is an ADA compliant business, this was illegal for this to be out of service all night with no attempt made to fix the issue.
Our contract said we were to have 3 portable bars set up and only had one for our 280 guests which did not serve us as needed. There were only two very inexperienced bartenders working which caused great delays in servicing our guests.
The serving of the meal was 45 minutes late and I had to go to the kitchen to find someone to ask where the meal was. To commend the chef (Eric), the food was excellent and exactly as we had taste tested earlier, that was all that went well with the meal. There were only 4 very young servers to serve all our guests and main table for a family style dinner. While they did the best they could, service was extremely slow and there wasn't enough food brought out to feed all 8 people at one table. Refills were slow if any and asking for any request just fell on deaf ears. There was to be pitchers of milk on all the tables but this didn't happen either. There was no offer to serve any milk or other beverages. Clearing of food off the tables to enable us to start the dance portion was extremely slow. We had to ask them to start this as they made no attempt to do so as being on their cellphones was more important. The food and dirty dishes were never completely cleared off the tables as there were still bowls of food and dirty items left on tables when the lights came on at the end of the night (midnight).
The wedding cake was to be served as dessert but that didn't happen until well after our guests started leaving their tables. All of these service issues were due to just not having enough staff scheduled to serve a wedding. The industry standard is to have one server per 25 or so guests. There was no way possible that 4 young servers could serve 280 guests in a reasonable amount of time. This was a huge fail.
To make matters worse with the meal planning, there were at least 6 guests that left as there wasn't room for them to sit for the meal. This night was a huge failure as far as service was concerned.
To top this night off, the bride and groom went to their honeymoon suite at the end of the night only to find that their room had not been serviced from the previous guests. This caused great stress with the bride. They had to come and sit in our room while there's was being cleaned. After 1am their room was done....only to find that the bed was made (most likely not changed) but the comforter was still in a ball in another room and the dirty diapers found upon arrival were still in the room. The bathroom was not cleaned. The bride and groom's room was to be complimentary due to the amount of rooms rented by other guests, which was over 20 rooms. Unfortunately, several of these rooms had major cleaning and maintenance issues due to no lights in bathrooms and air conditioners not working. Totally unacceptable!! What an awful way to spend this special night for them.
Meeting with the manager a few days later gave no resolution to these issues. While a free room was offered to the bride and groom, no other compensation was offered as the young, inexperienced manager could only find fault with what our guests did. When we referred to things in our contract, he kindly pointed out that we really didn't have an actual contract but just the worksheet leading up to the contract. Due to all the coordinator changes, we were never given any formal contract, only this preliminary pack of papers. Our meeting with this manager Ryan, was on Tuesday and he said he would get back to us by Friday. Tho he knew communication was an issue right from the start of planning, he too chose not to reply to us by the Friday as he said he would. We reached out to the Swift management company and all they offered us was $200 or a couple of free rooms. This did nothing to rectify this problem.
For these reasons and many others, this company should not be in business to serve the public.

Review: On March 2, 2014 I made a reservation through Priceline for a seven day stay at Country Inn and Suites Green Bay East (my Priceline/Booking.com booking number was [redacted]). The reservation was for July 27, 2014 to August 3, 2014 for a total price of 733.55 (excluding a 5.5% tax and an additional 10% city tax). We checked in on time and were very pleased with our room. We were staying there primarily to attend the Oshkosh Airshow. On July 31st, while driving down to Oshkosh, we received a phone call from the hotel (I believe the name was [redacted]). He told me that they had us checking out today and asked if we were out of the room. I took umbrage to this and told him that we had a seven day reservation. He apologized and said that he would take another look at the reservation. On Saturday morning August 2nd, we received a bill that was slid under the door, which totaled $1,255.71 and had us checking out that day. We were out running errands and when it became clear that we wouldn't return before the checkout time, I called the hotel and spoke to [redacted] at the desk. I asked him for the hotel's email address, which he provided as [email protected] expressed my displeasure for the second time, reiterating that our reservation was through Sunday and that the price was already agreed upon per the Email confirmation. I called back a few minutes later and asked him, "Do you have the Email in front of you now and have you read it?" He said, "Yes, it's very clear, I'm sorry, I'll take care of it." I thanked him and hung up.Our flight was early the next morning, so when we returned to the hotel Saturday night, I went to the front counter to settle the bill. [redacted] said, "It's already been taken care of Mr. [redacted], you're set to go." I verified, "It's already been charged then? He replied, "Yes sir". I asked, "May I have a printed copy of it?" He printed it out and handed it to me. I was surprised to find that the amount was unchanged: $1,255.71. I told him that this was still wrong and he said, "We have very heavy taxes here Mr. [redacted], one for the city and the other for the Packers." I insisted, "Let's boil this down because it's not that complicated. My confirmation Email is for $733.55 -there are no taxes that can turn that number into nearly twice as much, so let's go through it line by line." We went into his back office area and I circled each confirmed day of our reservation on the bill and each of these days were enumerated and had a specified charge; $92.65 for the 27th, $152.15 for the 1st and also that amount for the 2nd and the rest were all at a cost of $84.15, which when added together summed to $733.55On July 30th my credit card ending in 9167 was charged $847.29, which he explained was securing 20% additional funds in case of incidentals before the final bill. Additionally, on the 30th was a room charge for $84.15 and another room charge on the 31st for $84.15, and another on the 1st for $92.65 and another on the 2nd for $92.65. Truthfully, I don't know what to think! I provided them a copy of the confirmation Email, which they acknowledged was the agreed upon price and then they charged me all of this. Mr. [redacted] only acquiesced to me after I identified myself to him as a police officer. Then he adjusted my bill to a rate better than the agreed upon priceline amount -$709.83 after all tax adjustments,... I'm concerned that this hotel is intentionally taking advantage of hurried travelers. It appears that I'm now not out any money and that I may have also been undercharged. I want this entire transaction audited and suggest any other questionable transactions under his oversight be audited.Desired Settlement: Audit other questionable transactions under his oversight.

Business

Response:

Hello, my name is [redacted], and I am the Assistant General Manager of the Country Inn and Suites Green Bay East for which complaint #[redacted] was generated for by [redacted]. I actually spoke to Mr. [redacted]l on 08/06 regarding this matter and explained to him that there was a computer glitch that had generated extra room charges that should not have been there. The total of his bill should have been $709.83, which after some adjustments, was what he was actually charged. I explained to him that two of our Front Desk Representatives, [redacted], had fixed the matter on Saturday, 08/02 when they were first made aware of the situation by Mr. [redacted]. However, the same glitch occurred night, 08/03, making it appear as though no corrective action had been taken. After he departed on Monday, 08/04, I was made aware of the situation by [redacted], who were at this point confused as they had never encountered a situation such as this. Upon investigation of the problem, I realized that in my three years with Country Inn and Suites, I also had never seen anything like this before. I cannot explain exactly how it happened, but I can look back at all changes that occur on a reservation and what time they were made, and I can attest that [redacted] and [redacted] had indeed corrected the problem and for some inexplicable reason, the same issue happened again night when our End of Day procedure was completed. So on that when Mr. [redacted] checked out, I went ahead and adjusted off the charges that should not have been there to get his balance down to the $709.83 it should have been. Once that was completed, I instructed [redacted] to send Mr. [redacted] a new receipt with an apology for all the confusion. On Wednesday, 08/06, Mr. [redacted] generated a Guest Issue complaint with Carlson. That was when I contacted Mr. [redacted] to explain the situation. After telling him all that I just wrote above, he said he accepted what I was saying to be truthful and was more or less concerned with whether or not [redacted] and [redacted] were honest young men, to which I can attest to without a doubt. Both of them were just as concerned with resolving this matter and figuring out what occurred as much as I was. As far as the price discrepancy between Priceline and ourselves, I'm not exactly sure why they quoted him $733.55 when the total of the room charges plus tax equaled out to $709.83, but I can assure you that on our end he was definitely not undercharged, or overcharged, for that matter according to our records. When guests book with Priceline or any other "Third Party" Reservation Website, that company enters those reservations into our Property Management System automatically and we cannot alter, cancel or change anything associated with the reservations, including price or dates without express permission from that "Third Party". Mr. [redacted] also accepted this explanation to be truthful and told me he would be withdrawing his complaint with both Carlson and the Revdex.com. Please let me know if you require an further information to help with your investigation.

Thank You,

Assistant General Manager

Country Inn & Suites Green Bay East

& Meadows Conference Center

www.countryinns.com/hotels/wigbaye

www.meadowsevents.com