Complaints

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid though a third party money to stay at the hotel and was told I couldn't stay at the hotel because of blood stains on the towels. In the notes it said I was told about it and that I was decent. While the hotel staff was contacting the supervisor....the hotel staff told the supervisor that I booked the hotel third party which I had a suspicion that since I paid through a third party, I paid alot less than some people who stay there so they told me I couldn't stay there. I was never told anything about the blood stains prior, and they never even charged my card anything even though they had my card on file. Right now they have me on the no book list so I can't book a room there without any warning of any sort. I would like a chance to be able to stay there again.

  Business response

  06/25/2024

  Hi, 

  I am responding to the complaint from **** ******* about not being able to stay at our hotel anymore. He was put on the do not rent list awhile ago because he kept leaving bloody towels, sheets withblood on them, and blood all over in the bathroom everytime he stayed with us. We spoke to him the first time that he returned after putting him on the do not rent list and explained everything. We told him that we would let him stay as long as he made sure that the issues did not happen again. He was very good about it for a long time. Then this last time that he stayed it was the same thing again. Bloody sheets, bloody towels, the room was trashed. When he came in this time, we explained to him that he was back on the do not rent list and he wouldnot be able to stay at our property anymore. We explained to him that since he booked through 3rd party, he would have to call them and they would call us to get permission to refund him. He got very upset at the front desk clerk and told him that he needed to call the 3rd party (which we cannot do when it comes to getting a refund). He picked up a chair that was in the lobby and threw it at the wall, damaging a picture and puncturing the wall. There were guests in the lobby when he did this and we have it on video. So he is no longer able to stay at our property and he cannot get a refund now since he did not call them when he was told to do so and alsobecause we have to replace the chair and the picture that he broke.

  Thank you,

  LoriAnne T****

  Manager

  Customer response

  06/25/2024

  Better Business Bureau:
  
  I was never told about the bloody towels or sheets, not one time until I was told I couldn't stay there and I never even left the room trashed thats a lie....and as far as the property I broke, they charged my card 50 bucks for that so I did pay for it. I was upset because I was never told about anything until the very end. I'm a darker complexion skin color and that may have played a factor in it. 
  
  
  
  

  Business response

  06/25/2024

  We never tell anyone that they are put on the do not rent list until they come back, unless they call first because they have usually checked out before we find whatever is wrong that gets them put on that list. It has nothing to do with skin color or anything like that. And yes we did charge his credit card $50.00 for the damages, but because he acted like that instead of calmly leaving and calling the 3rd party for his refund, he is not allowed back. If he had of calmly talked to us, we have been able to resolve the issue a different way. But he was screaming at the front desk clerk and then threw the chair at the wall when I told him that he could not stay. 

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