We just returned from a short trip to Florida to attend a graduation. I called (on the advice of a local) a particular Extended Stay America Hotel on Maitland in Orlando back in March to make the reservations. I was hesitant, but my pal Christine, who works there) seemed sure it was a great place. (We usually stay at Marriott Hotels) I gave them my card # then to hold the room.
When I made the reservation, I wrote the confirmation number down, and the name of who I talked to directly at the property. (I did not call an 800 line, but the hotel directly)
While I was standing at the front desk at 4 pm last Friday, (May 19th) I was told by Mickey I had never called to make the reservation. I told them who I talked to (Christine) and what the rate was. Finally they found my reservation, then they did not have a room. We would have to wait for 20 minutes. No problem, we'll wait.
Then they told me I would need to pay CASH. Their card reader was down. Fine, no problem, I have cash. I waited for a receipt, and the lady was having issues with the printer. She said she would give me the receipt as soon as it printed, and I could go ahead and put our stuff in the room.
When I got to the room, I noticed there was a big discrepancy in the amount quoted when I called to make the resevation, and the amount I was charged. According to Mickey, I had to pay for 3 nights in cash. The kids were hungry, we were tired, we ordered in, and I figured I would just deal with it in the morning.
The next morning, I found the manager at the desk. I told him what happened, and he said that he remebered when I called back in Feb, and that he had approved the rate for Christine to give me—and said I would get a refund when I check out. I told him that would be VERY EARLY Tuesday morning. (May 23) He gave me a receipt, which was correct, and it showed my credit of 103.50. For some reason, he would not refund the cash to me (since I had already paid cash for the three nights)
The tv had 6 channels. There was no soap, shampoo, or toilet paper. There were huge stains on the carpet, and one of the beds smelled like old man. There was one towel and one handtowel. There wasn't even an alarm clock. The whole place was kinda dingy and smelly.
I am calling the local health department, as I have a foot infection from the fungus on the carpet. My doctor said that I could have gotten it from the dirty carpet, and for me to advise the hotel of this issue. There were roaches in the trash room, and mold growing on the hallway walls. The one employee I saw cleaning was wearing a face mask. Obviously HE knew the place was not up to code. The dishes and glasses in the room had some kind of mung on them, and were unusable. There were no dishtowels. The iron worked, but the ironing board itself was filthy and had gum on it. It was unuseable.
Finally, we got towels, and they begrudgingly gave us a clock
On Tuesday morning, we packed up to get out the door by 5AM. There was no one at the desk, and the gate was down. There was a phone that said, "Dial 600 for assistance". So I dialed. This lady comes out in jammies and fuzzy slippers. She had a phone in her hand and a contact sheet for hotel employees. She could not speak english.
I showed her the receipt, told her I was checking out, and that I needed my money. She said she did not have a key to the desk area to get me any money. She was holding a phone list. I called the manager and got him out of bed. He said he lived 2 hours away, but would come in to get us the money. I told him that was not necessary, and I asked him if he could just send us a check. He said he would call corporate and have a check done and I would get it in 6-12 weeks.
I copied down the District managers name and phone numbers from this lady's list, and left. Why in the heck couldn't he have just refunded my money when I first saw him? Why do these hotels not have someone who can speak english manning the desk? And WHY... When I said we were checking out VERY EARLY, didn't the guy say, "Oh, by the way, no one is at the desk until 7am"???
I am contacting the attorney general's office in Florida. I have called the health department already, and I intend to report this to the better business bureau, usacomplaints.com, and the major travel sites on the web.
Today, (May 29) The manager called and spoke to my husband and told him we would get a refund of 34.00 in the mail. My husband told him that was not the correct amount. I called this manager, Vinh, and told him that the check needed to be the full amount he had promised, which was correct for the overcharge. He said he did not have to "approve the lower amount for Christine when I called in March". I told him that if he did not want to offer the lower price, no one was holding a gun to his head, he could have declined. He basically yelled at me on the phone today and told me that he had no way of knowing we were checking out early. He said he could not "read my mind". He says he remembers me saying that we were leaving early.
Employee Elizabeth, whom I talked to on the phone Sunday May 28th, said that she wondered why Vinh would not just refund us the cash at the time he found the error, and that he should have told us no one was at the desk at 5 am.
The behavior of this manager, Vinh, was deplorable and unprofessional. He acted like a spoiled little boy.
We can get medical bills for the infection reimbursed, as well as compensatory damages.
The CEO of this company is: Gary A. DeLapp I bet HIS house doesn't have mold and roaches!
Condoleeza
Washington, Washington
U.S.A.
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