Complaints

• Initial Complaint

  11/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Friday, Nov. 10th I came to what is now known as The Hotel Francis for a room reservation. Upon receiving my room, I knew immediately that the hotel was not up to standard. The door lock was shaking and not secure upon touching it and the door knob came off into my hand! Inside the room, the bedspread was ripped, a pillow with dried blood on it was sitting on the counter, and the whole room was not sanitary. I immediately went back to front desk and asked for a refund. The front desk associate said she was not authorized to do this and I must speak to the manager, who would be in on Monday. She took us to another room, which was just as bad, unsanitary and not clean with a strong odor that was not tolerable. At this point, I again asked for a refund. Front desk associate still refused. I told her the hotel is not up to part and our health and safety is at risk. We left the location, without a room and without the money I submitted. I have contacted the business via email (on that same night) and called on Monday as the worker indicated. The person who answered the phone said the manager is "running errands" and could not speak with me. I left my name, number, and the reason for my call. Have not heard from manager yet after repeated attempts. I want a full refund and someone with health and safety inspections should visit this hotel. It is not up to standard. If I had seen the place in person before making deposit, I would not have paid the money. The pictures on website are misleading to what you receive when you arrive. Again, I need my money back. Services and facility were nowhere near what was advertised and I did not receive the services that I paid money to receive. Business is hiding from customers and do not work to reach resolution. Not a good business. Terrible experience, especially as a person traveling from out of town.

  Business response

  11/15/2023

  I in fact was out of the office until late Monday evening, I did not receive Ms. ********* complaint as her email went to my spam folder (attached spam email), I did in fact receive the message that she called on Monday and also returned the call to no avail.  It is standard hotel policy for any room to be inspected when a guest brings any cleanliness issues to our attention (I have attached the notes from the desk clerk that inspected that room after guests complaint).  Please note the guest booked this reservation with a non-refundable booking code due to the discount she received (copy of this attached).  In light of the fact that the guest did not stay at the hotel we are prepared to refund HALF of the rooms price, as the allegations the guest has stated were not accurate, there was no blood found in this room, and as you can see from the attachments the guest was shown a second room to which she replied "was clean, but still had a stale smell".

  Customer response

  11/18/2023

  
  Complaint: 20873082
  
  I am rejecting this response because:

  I do not agree with the manager's statement. I am being truthful about the condition of the rooms. The manager was not there and cannot give account of what is accurate for that night. I have another witness who was with me who can testify that both rooms were not clean or sanitary. The hotel is not up to standard. I asked for a full refund because the hotel breached the terms of the contract with the state of both of the rooms. I booked under the trust  to receive safe, clean accomodations. No one contacted me and my phone shows no record of call from the manager and no message was left on voicemail. I am out of money for services that the hotel neglected to fulfill. I had to continue driving late at night in an unfamiliar place. This hotel needs to be inspected for health and safety. I request a full refund.

  Sincerely,
  
  ****** *******

  Business response

  11/19/2023

  I submitted paperwork from the desk clerk that worked that night and inspected the room that allegedly was dirty and supplied to guests comments from the second viewing of the room, we will not be issuing a full refund!

  Customer response

  11/22/2023

  
  Complaint: 20873082
  
  I am rejecting this response because:

  I would like a full refund because i came and checked in and the hotel would not make the issue right, but please give me the half refund so that I may close this matter. The least you could do is refund full, I could not stay there and paid. But give me half so I may close this issue. Thank you.

  Sincerely,
  
  ****** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩