Super 8 by Wyndham

The guest in this case checked in on 2/14/2020 and departed 2/16/2020. I have talked to first and second shift that was on duty during her stay. It appears that she did not notify the staff of her concerns until the morning of 2/16/2020. The front desk clerk said she received a phone call the morning of 2/16 stating that everything has gone wrong during this stay. The clerk asked the issue and was told the lights went out. The guest hung up the phone. The clerk went upstairs to make sure that all of the lights switches were on. They were on. She told the guest that she would check the breakers. The guest slammed the door almost hitting the clerk with the door. None of the breakers were tripped. It was our maintenance mans day off, but he was at the hotel using the hot tub. The front desk clerk asked if he would recheck the breakers. He found nothing wrong so he went to the room to offer to change the light bulbs. He knocked on the door and announced maintenance. The guest told him they did not want him to check the bulbs they were leaving. While he was there he did hit the reset button on the hair dryer and it then worked fine. On Monday he checked the microwave. It worked fine. He also changed the bulbs above the vanity and they then worked.Upon check out, Wyndham emails guests to ask about their stay. She stated that there was nothing good about this hotel. She would be filing a complaint with Revdex.com. The microwave was broken, the lights were not working and the blow dryer was not working. The room was filthy. No one had cleaned any of the rooms and she would not feed our breakfast to a vulture. She was disgusted. I replied that I was sorry she had issues. The microwave worked fine on Monday morning. Maintenance told me that once he reset the hair dryer it worked fine. I stated that once he changed the bulbs the lights worked fine. I stated that light bulbs do not warn us before they burn out. I asked if her room was so filthy, why didn't she let the front desk know when she checked in. I also told her the the guests at the hotel ate a lot of food Sunday morning. I said we are ranked in the top 2% of Super 8's in North America and our cleanliness score is a 9 out of 10. I said she could call the hotel and ask for Art the owner if she would like to further explain her issues. She replied that an old man shouldn't come to a females room when she is alone with no name badge or uniform and not identify himself. (As I mentioned, he was not on duty, he did announce himself and he just wanted to help the guest.)She said it was very inappropriate. She stated someone had already fixed the microwave. That was why it worked. She said my communication was poor, my service was poor and my hotel was filthy. She said my email was condescending and unprofessional. She stated do not contact me. The owner wanted to call her but she said do not contact me.She then filed a complaint with Wyndham Hotels. She said this is the most disgusting hotel she has stayed at. It was filthy. Rooms have broken microwaves and electrical failure. Mold in the bathrooms she could go on and on. She stated the hotel is a hazard and the kids couldn't even swim because they were coughing so bad in the pool. She said it was a terrible place to be. I stated to Wyndham that the microwave worked and I do not consider a burnt out bulb to be electrical failure. The owner, maintenance and I went to the room upon seeing this review and looked for mold in the bathroom. We did not find any. I check the readings for the chemical levels on Friday and Saturday night. On Friday the chlorine was 2 PPM. Which is the minimum allowed by the state. On Saturday it was 2.4 PPM. The state says the maximum allowed is 10 PPM.Then she reported us to the Revdex.com. I am sure you know what she said. I did not see your complaint until today. The owner and I went to the room. Again we did not see mold, nor did we see food on the walls. I already addressed the microwave, hair dryer and vanity light. Our owner has a Masters in Food Science. He has 45 years experience in the food industry. He was onsite Saturday morning. He checked all of the food in the breakfast room and found no issues. He did not check the food because of a complaint. He does it because he wants to serve the best breakfast possible. Our pool is inspected by the State once a year. They also inspect our kitchen and breakfast once a year. Our guest rooms are inspected yearly by the State, by AAA and by Wyndham. I will email the guest and tell her we will refund her $172.23. That is the amount she paid for the room. I will also give her the owners cell phone number. He would still like to talk to her the find out specifics about her stay.Thank you,***General ManagerSuper 8 Monroe WI