When we first checked in we were not happy at all with the room we were given and asked if there were any other open rooms. The manager "Ray Moussad" (this is what he told us his name was) said that nothing was open at that time, but if something opened up he would let us know. However we asked what the charge for one of the other rooms (which were suites) would be and he said $150.
There were multiple things wrong with the room we were given that we were paying over $100 a night for. To name just a few: cracks in the wall above the bed, stained and warped nightstands, no heat in the bathroom, shower head and light fixture in bathroom were loose, the shower door allowed water to leak all over the bathroom floor, there was no dust ruffle on the bed which allowed us to see the wheels on the bed, and the linen on the corner table was ripped and frayed all along the bottom.
We checked back a couple of times throughout the weekend and no other rooms ever opened up. Upon checking out we listed everything that was wrong with the room and told him how disappointed we were with the room and our stay, and he said there was nothing he could do. He told us he was the general manager, however the "audit" went through at midnight so he would not be able to adjust our room rate or refund our money.
His list of possible solutions for us were: if we had a problem we should have told him the night before and he could have given us a new room (however he did already know we weren't happy with our room). He would have upgraded our room to a suite for the same rate (even though earlier in the weekend he told us it'd be $150), or his last solution was if we weren't happy with the room when we checked in we should have just checked out and found a new hotel (which would have been impossible since it was a holiday weekend and we had booked a month in advance).
We talked with him at length for about 30 minutes at least. We repeatedly asked for the name of who owned the property, or of anyone who was above him that could do something for us. He beat around the bush for a while saying that he did not have a number for the owners, only an email address.
We asked him who his boss was in a number of different ways to try and clarify the situation, and he finally came up with RSE corporation in Seaside as the management company that owned the property, but again he said he did not have a name and phone number for us. Completely dissatisfied, we left.
I looked up RSE corporation when I got home and found out that they are a computer software company that makes software for hotel chains. My boyfriend called and asked them about the Carmel Oaks Inn and they said they had never heard of them.
Upon learning that he lied to us about who the owner of the property was, I found the number for the City Administrator for Carmel. My boyfriend called them and asked who owned the Carmel Oaks Inn and they gave us two names. The first, Benjamin Yoh, sold the property in October to Rakesh Vasant. We can only assume that this person is the "Ray Moussad" that we spoke with during our stay.
So basically, this Rakesh Vasant lied to our faces when we told him that we were displease with our experience at the Carmel Oaks Inn just to get us out of there. He is not interested in customer service in the least.
My boyfriend learned from another employee there that Mr. Vasant is interested in having a bigger hotel chain buy the property and so he is only concerned now with renovating the place to get someone interested in it.
My boyfriend was able to reach Mr. Vasant after repeatedly calling for 5 days and he was very dismissive about the whole situation. My boyfriend questioned him about why he lied about what his name is, and about owning the propery (claiming he was just the general manager and was "helpless") and he actually said "so what do you want me to do about it". He did not seemed concerned in the least that we were unhappy with the entire situation, that we found out he was lying to us and that we filed a report with the Better Business Bureau.
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