Complaints

• Initial Complaint

  06/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Registered online and checked box saying we had a small dog.When checked in again said we had a dog and were assigned a room About 9pm hotel clerk knocked on our door and asked if we had a dog and we said yesAbout half hour later we got a phone a phone call from front desk saying we could stay in room. When checking out next morning we were charged $200 for having a dog in a non pet room. This is unfair as 3 times the motel new we had a pet and made no attempt to move us to another room. They will not respond to any calls or emails. ************************ ****

  Business response

  26/08/2022

  Business Response /* (1000, 12, 2022/08/05) */ ***Document Attached*** Good afternoon, Sorry I was away on vacation and could not reply you back earlier. The guest had made reservation online and there is no option for anyone to book a pet room online. Guest has to call the hotel front desk direct in order to check pet room availability and book with the hotel front desk. Upon arrival guest was given a registration form with terms and conditions. There are three places on the registration card where guest is notified about the pet and those are, (1) Fee for a Pet nightly, (2) Initial for dog less than 25lbs and sign pet agreement (3) Article 4, to be charged $200 if guest have pet in a non pet room. As per the attached registration card, the guest has not provided us any information at check-in. And they booked the room online which was a non pet room. They agreed to the terms and signed the registration form. Hotel staff found out about 3-4 hours later from another guest that there is a dog in that room that is why the front desk called the room and the guest confirmed. If a pet goes in a non pet room, we would have to put the room out of service for a day so we can deep clean it for the next guest for any allergies etc. That is why there is an extra charge on their account. Hope the explanation and attached file is satisfactory but please let me know if there is any further information we can provide. Thank you. ************ General Manager Consumer Response /* (3000, 14, 2022/08/09) */ ********************************************************************************************************************************************************************************* Thanks for all your hard work The manager is partly correct that i signed form as i have a copy of it Where he is wrong when i registered online there is a place called a comment box where i stated we have a small non shedding dog.Had they read that then at that time they could of put ud in the correct room Also when i checked in i had my dog with me Maybe once in room they could not move us i may of sent you the copy of where we had a dog if not can send it again Again right from the start had they read more carefully and when i checked in they could of moved us to the correct room I had no way of knowing that i was in a non pet room We are seniors and did what we thought was right never hid anything **** Business Response /* (4000, 20, 2022/08/25) */ Good day, It is the responsibility of the guest to disclose at check-in if they have a pet with them or not. Room that was booked was a Non pet room and writing in a comment box does not fulfil this responsibility. On the registration card the guest did not specify if they came with the dog. The confirmation email you received after completing the reservation has clear policy about the pet. There are 2 places which shows that the pet is not allowed. I copied that below; Policy: Check-in time 3 pm Check-out time 11 am Rates subject to change Parking is Available Free public parking is available on site Pets are not allowed. 100 % Non smoking hotel. Family Policy - Children 16 years old can stay for free. Pet Policy - Pets are not Allowed Besides this the guest has gone online and wrote a negative review on Google about us. So I am not sure where we can help them now, the charges are well justified since we had to keep the room out of order for a day and had to wash the carpet and to do extra cleaning. Please let me know if there is any further information we can provide. Thank you. ************ General Manager

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