Complaints

• Initial Complaint

  20/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked 6 nights at this hotel from October 15th - 21th. I drove 12 hours from edmonton where I currently live to Langley, the reason for my trip is because my mom is terminally I'll and had to spend some time with her. I booked myself, wife a 2 years old child and 2 small dogs. The hotel was fully aware of all parties including pets and a pet friendly room was provided. Upon arriving on October 15fh at around 6pm I was charged the full 6 nights at a total price of $1,028.10. And checked in. No pet policy was provided by the hotel. We slept and the following morning on October 16th we left at around 1130am to go see my mom at lions gate hospital. I left both my small dogs in the room, I had travel multiple times with both dogs and never had any issues. About an hour and half later just after noon I receive a call from hotel advising that the dogs were barking, the lady was nice and I explained I was a bit far visiting mom in the hospital, had not seeing her in months and ok if we waited a bit see if dogs were going to calm down. She said no worries. About 2:30pm I receive another call from the hotel and this time this lady was very upset and said she was kicking me out the following day, I was shocked and drove back. Upon arriving dealing with another manager Bobbi he said actually he wanted me to check out immediately he was going to refund my the remaining 5 nights. Ended up kicking me out to the curb with a child and no place to go, without any warning on the first day. He said he processed the refund of about $856.75 however 4 days later still nothing in my bank . Called the GM Fred as well and he doesn't seem to care, says it's my bank fault now. This has caused me immense stress on top of the stress I am dealing with already with mom.

  Business response

  26/10/2022

  Dear Guest,
  
  This is with reference to your stay at Days Inn & Suites, Langley from Oct 15, Saturday - Oct 16, Sunday 2022. 
  On behalf of the management and everyone who works at "Days Inn & Suites, I would like to express our apology for the inconvenience and the quality of service that you received during your stay at our hotel.  
  We are an award-winning property. Customer service is our main motive, and it is proven by the number of satisfied guest reviews on trip advisor.
  It is pertinent to note that during your stay, you left your 2 dogs unattended from 11:30am – 5:00pm. You were informed twice regarding the same however your response was rude & inappropriate.
  According to the **** Law, you cannot leave your pets unattended for more than 15 minutes, specially when they are loud & causing inconvenience to the other guests. Hence, we requested you to kindly check out as we received several complaints from other guests, and you were assured to get the refund immediately.
  We would like to bring to your notice that we did process the refund according to our Franchise policy.   However sometimes it takes 24 to 72 hours for same to reflect in your statement. Please find attached folio for your reference.
  We do our best to provide the best and quality service however are totally against animal cruelty. We are sorry if you felt as you were treated rudely but we hope you will step back for a moment and look at the situation during the weekend from our perspective.
  We are doing our best under the circumstances, and we appreciate your understanding and cooperation. 
  Thank you. 
  

  Regards, 
  -- 
  Fred K****, 
  General Manager  
  Days Inn & Suites,
  Langley 

  Customer response

  27/10/2022

  
  Complaint: 18232367
  
  I am rejecting this response because: I just called **** myself and they advised that **** does not make laws in BC as they are not a legislative body in BC, Please provide a copy of this law that you cited on your response that a customer is not able to leave a dog alone for more than 15 minutes - as well as if there is such a law in place for hotels only i was not aware and its your responsibility as a so called "pet friendly hotel" to have a pet policy in place and also have your guests sign the policy prior to checking them in - I was very close to suing Days Inn for damages as you made some rude comments about me abusing my dogs and animal cruelty, Bobbi made comments that i probably hit my dogs. which was very uncalled for, dog owners leave dogs alone all the time - i left my dogs from 11:30am to 5:00pm after taking them for a long walk, barking is a normal reaction of dogs in a new place and not animal cruelty, these dogs are like children to me, and your comments were unnecessary and just plain rude. You kicked me out without any grace or warning - I drove 12 hours from Edmonton to see my terminally ill mother in west van in a cancer pallative unit after 6 months of seeing her, she is in her last days and you guys did not seem to have any compassion or understanding of the situation and decided that the best response was to kick my family out immediately leaving us scrambling to find another hotel. Your whole team lacks customer service skills and deserves a better business bureau negative rating.  The refund was not processed immediately as you claim, it took 5 days for me to get the money back which is also not reasonable if i didn't have money to cover the new hotel. all in all, a sad experience for your hotel but hoping you create a new pet policy and treat your guests with a little more respect. the way you are going you will end up in court soon. 
  
  Sincerely,
  
  ****** *****

  Business response

  01/12/2022

  Dear Guest,
  
  This is with reference to your stay at Days Inn & Suites, Langley from Oct 15, Saturday - Oct 16, Sunday 2022. 
  
  It is important to note that, on the Oct 16th, 2022, your pets caused inconvenience to other guests from 11:30am to 5:00pm as they were barking continuously.
  

  Kindly also note that, Animal Welfare Langley BC follows certain Provincial rules and advised us to follow the instructions on their website ( www.lapsbc.ca/bylaws-and-licences/bylaw-information ).
  

  Please find attached instructions & Animal By laws, Langley City for your reference.
  

  You were Informed about the inconvenience twice and we were waiting for your arrival since then.
  

  Since your dogs didn’t stop barking & neighboring rooms complaint multiple times, Animal Welfare, Langley advised us to call their office hours to assist you. While we were waiting for the same, you arrived at the hotel property.
  

  Please also note, Animal Welfare advised us to explain the situation through email to record the statement, however we did not proceed since you arrived and were ready to check out.
  

  Also, the neighboring rooms are aware of the situation as they have witnessed the same.
  

  Later, we requested you to kindly check out, cordially and refunded you the remaining balance.
  

  We would like to thank you for all your co-operation & understanding!
  

  Please do not hesitate to contact us for further clarification if any on info@daysinnlangley.com
  

  Regards,
  

  Fred K****
  General Manager

  
  

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