Complaints

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a room for 2/11/2023. Checked in signed some paper about etiquette behavior which went over loud music the pool parking I was informed of 100 hold thats normal when booking. I has some rose pedals and balloons in the room for v day. Hotels include tiny garbage cans and only offer housekeeping 1 a day so there were some trash left on the table and a few rose pedals and balloons because there was no where to Toss the items the trash was full. Ive stayed at hotels never been charged for trash. I reviewed my credit card statement and I was charged 276. Total for the room and 100 cleaning fee. The room needed to be cleaned anyway there was no damage to the room just 4 balloons and some rose pedals remaining that required a 100 clean up. When complaining I was emailed a meme from the supervisor about not being able to host parties like how are 2 guest considered a party how is rose pedals consider additional cleaning how can you dictate what to do when renting a room thats dam near 300 for a night it was infected with tiny ants surrounding the whirl pool but they stealing money for cleaning fees please make it make sense. I want a full refund from cleaning fees Ive stayed at country in more than 2 times and did the same idea for vday and was never assessed a fee after

  Business response

  03/16/2023

  Good Morning,
  We have been having numerous issues with decorations in rooms; such as rose petals, balloons, confetti, etc.  ***** times, the room needs to be put out of service for maintenance and cleanliness purposes.  Specifically, with the Jacuzzis, the rose petals have a tendency to clog up the drains and cause days of maintenance.  When the rooms go out of service, we lose revenue due to inventory and occupancy.  Thus, we make it very clear at time of check in what our policy is regarding decorations and guest expectations.  Coupled with the written policy, we have the guest sign a conduct policy to ensure they are aware of expectations - guests are more than welcome to share any comments or concerns at time of check in.  Regarding the ants in the room, we welcome all the feedback at any time during the stay so that we can be aware of any issues in the rooms.  If there are issues, we are happy to accommodate or move the guest, if necessary.  We were not made aware of this issue until ************** complained about the charges to her room.
  Thank you,
  ******************;
  General Manager 
  Country Inn and Suites

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