Complaints

• Initial Complaint

  12/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is for ******* ********** ************** Stay from 12/9 through 12/13 First room is NOTHING like pictured on *******.com. not even close. The reception gave me and daughter attitude and issues right from the beginning. I am ***** and my daughter mixed and we could tell from there and proven correctly. Rudeness from all staff. Unwillingness to help with broken things in room. Falsely charging for stains which they claim didn't wash just put in garbage. Won't answer phone. Falsely advertised. All staff rude. So much has happened ed and not enough room to put it all. They are charging us for a comforter and sheet which one staff says just one thing the other two. They claim they don't wash a dirty blanket and sheet they throw them away. I explained we looked because we knew there was going to be issues based on how we were treated by all staff and nothing was on either to qualify as a stain. They refuse to rectify anything. Hang up on us ignore calls. Overcharge then try to remove a charge. This needs to be handled.

  Business response

  01/05/2023

   Please note *********************** made the
  
  reservation through booking.com for 3 nights from 12/09/22.to 12/12/22. Guest checked in around 5.50 pm on 12/12/22 and checked out at 11.30 am on 12/12/22 without any complaint.
  
  Upon his check out we found out that comforter and the bedsheet was damaged by the guest.
  
  He did not inform us any damages and checked out. We had no choice but to charge him $140.00 for damages. Next day he came to my office and was requesting a refund. So we showed 
  him the photos. Than he requested comforter and bed sheet so he can wash it and bring it back.
  
  We did inform the guest that we were unable to remove the stain in wash so we discard it. He said he is going to complaint to BBB, *******.com, Wyndham and so on. So he made a nice story 
  that front desk is rude ETC ETC and presented to you so he can get the money back.
  
  Kindly see the attachment. If you have any further questions or concerns fell free to contact me 
  
  directly. 
  
  Thanks for your understanding.
  
  Sincerely
  
  Sincerely 
  
  *************************************
  General Manager

  Customer response

  01/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: everything in that response is lies.  For one the first complaints came within 1 hour of us getting to the room.  When we entered, the TV remote wasn't working, the WIFI wasn't working, the phone wasn't working and the room looked absolutely nothing like the pictures in any way on *******.com.  *******.com has fresh nothing fancy.  The room was outdated.  The only think true in his statement is the dates of the *******.  For one I came to hotel with daughter to check in.  The front desk immediately was rude, tried to blame it on how the reservation was made that we didn't specify 3 kids.  Once at the room I helped put bags in the room for my daughter and I immediately left because I had to get to my wife.  My daughter called me and explained the issues about the remote, phone and wifi.  While still on the phone I asked her to go to front desk which she did with all the kids while I was on the phone.  At this point the front desk was acting like she was bothering them.  So the gentleman grabbed a remote and he said he will go to the room with her.  The wifi he they said they cant do anything about because there must be too many people using it.  I told her keep me on the phone because I was not comfortable with this man going to her room.  He gets to the room puts the TV on with the remote says see it works.  When she asked about the wifi and phone.  He told her the wifi is probably because her room is so far it probably isn't getting a signal and the phone he didnt address. We asked twice for a different room and were told nothing is available. Also no refund if we left for that day, and we didn't have the extra to move her being this was the 3rd hotel in that 2 weeks.  She was frustrated I was the kids were fussing so she said at the point said just go.  I stayed on the line because she was extremely upset.  Once he left my daughter was frustrated no wifi, she didn't have a cell and only a few channels on the tv.  We had no choice but to keep her there.  She even had to take out her own garbage.  Upon checkout I was not there only her and the kids and she even had issues there( I NOR MY WIFE EVER WENT BACK IN THAT HOTEL EVEN ONCE AFTER CHECK IN - THAT IS 100% A LIE AS IS EVERYTHING ELSE) The manager had a very thick accent and we (my wife and I) had a hard time understanding him so we often had to ask to verify what he said which response was Do you speak English?  I told him that before my daughter left we had her check everything because of the issues we had upon check in , she was at 2 other hotels and absolutely no issues.  He immediately said that he could imaging how dirty our home must be and if this is how we live, ruining things.  So I asked him for verification pictures or to see the sheets.  He said he didnt have either once removed from the bed they were thrown out.  I asked if they were attempted to be washed.  He said absolutely not they were too bad to even consider washing.  Then we asked why first he is telling lies and second why there were 2 holds one for 90.00 and one for 140.00 because there is no way anything in that room cost more then 30.00 is was so old and outdated.  He continued to scream at us and said it was only 1 hold not 2 and that we were dirty and should have more respect.  He screamed some very rude things before he eventually hung up to which we did try to call again and he wouldn't answer.  We never once told him that we were contacting the BBB, or Wynham or anyone else.  We did put a review on *******.com and once we read others had horrible issues that is when we went to the BBB.   When we checked the account again the next day the 90.00 was removed and only the 140.00 was there.  This pictures that he is showing you are not from the room that we had.  He also states HE in all his responses.  My wife is female and I am male it wasn't just me he dealt with.  He is extremely rude and obnoxious hangs up on you.  To make matters even worse.  When he got your email that we filed a complaint he called us again. When my wife asked what his name is the first words were do you speak english.  To which my wife said oh now I know who you are.  He said why did we file with the BBB he told us why we were charged and for the damaged property.  She explained we asked for proof and he himself told us the sheets werent even washed they were thrown away.  He said that is correct he couldn't fix them.  so she asked if it was routine that they dont wash dirty sheets and just throw them away because obviously based on *******.com and then my wife said my daughter takes pictures of the kids all the time and she believes she has some from right before checking out with my grandson the bed because she was showing my wife something at which point he said if you want pictures Ill give you pictures and hung up.  Not once have I walked back in that hotel.   Nor does he mention that he spoke to my wife as well. Or that he hung up.  These pictures are not from that room he knows it.  He also  knows he is telling lies trying to get over on us.  We will not back down.  We speak the truth about everything.  I have never dealt with a business so disrespectful and never will again.  If he needs us to get a lawyer then so be it.  After everything that we went through the numerous calls, being hung up on.  Being disrespected at all times and then for him to send you these responses these horrible lies as if he was every nice or willing to speak respectfully to us is ridiculous.  He knows the lies and that is why he tried to call and bully us thinking we would back down.  Because we didn't he is attempting to lie.  Unacceptable at all levels.
  
  Regards,
  
  ***********************
  

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