LANCASTER, PENNSYLVANIA -- This is a copy of a letter I wrote to our bank disputing a charge from this hotel. I called and wrote the hotel manager and he has NEVER responded and to this day has not refunded my $$. I called the hotel NUMEROUS times and left messages and NEVER received a call back from him. I am a professional Travel Agent and have not ever experienced such POOR management in ANY form! Please BEWARE as I found the staff to be totally incompetent and rude.
We are writing in dispute of a charge that posted to our company credit card on July 3, 2007. The charge originated from The Lancaster Days Inn located in Lancaster PA. The person we had been working with is Bibi, the Assistant Manager.
On Monday morning, July 2, Michele ** (an agent in our office) contacted the Days Inn to request an extension on our Group Deposit. Bibi told her that she would hold the group until Thursday if she faxed over a copy of the Group contract and the credit card information we would be using and that she would not charge anything until Thursday, July 5. Michele faxed over the information that morning. Early that afternoon the group cancelled their plans. Michele proceeded to call the hotel and spoke with Solomon who advised her that Bibi had left for the day and that she did not have voicemail to leave a message.
On Tuesday morning, July 3, Michele called once again and was told that Bibi was on the property but unable to come to the phone to please call back. When Michele called back she was told that Bibi had left for the day and would not be returning until Thursday. At that time Michele asked that Solomon take a message that it was URGENT that Bibi contact her and that the group reservation needed to be cancelled immediately to avoid charges on the credit card. Solomon told Michele that he could not touch group reservations but he would be sure that Bibi got the message.
On Thursday morning, July 5, still having NO word from The Days Inn, Michele once again called the hotel and spoke with Bibi. She told Michele she had received the message to cancel the group and had done so. At that time, she did not say anything about credit card charges. Later that afternoon, Connie ** (owner) noted that a charge of $800.90 had posted to our credit card on July 3. This was Not what Bibi had agreed to and immediately Michele phoned the property and was told Bibi had left for the day. She left a message for either Bibi to return her call.
On Friday morning, July 6, Michele called the hotel and spoke with Brigitte who told her Bibi had someone in her office. Michele left an Urgent message for Bibi to phone her back and Brigitte told her it would be about ½ an hour. Michele's call was not returned and she called again about 45 minutes later to find that Bibi had left the property again. Michele left a message then for Bibi to return her call.
Later that morning Bibi called and spoke with Michele. Michele told her that she had not been authorized to charge the card on Monday and that she had promised she would allow us to hold it until Thursday. She told Michele that the charge was not processed and that she was not in charge of credit card charging that was Brigitte's area. Michele reminded her of our agreement and she told her that unfortunately that as long as she had the contract that did not matter. Michele again asked to speak to Jay ** the General Manager and was told he was not in and that there was no way to reach him. Michele left a message for Jay ** to return her call.
In light of all that transpired and the reluctance of the Hotel to honor their word, Connie called Wells Fargo and disputed the charges to the card. On Monday morning, July 9, Michele called once again and left another message for Jay ** to call and has continued to do so every day. To this date, no message has ever been returned. She called Days Inn Corporation and filed a formal complaint against the property with Lauren. The complaint number is **. She was told the hotel has 7 days for upper management to respond.
ALBUQUERQUE, NEW MEXICO -- I wish to report an alarming incident that happened at the Days Inn Hotel Circle in Albuquerque, NM. I checked in on November 17, 2007 at 2:14 pm and paid for one night with my VISA. The day clerk listed here was not on duty. I left to spend the day with my daughter. When I returned at about 2:00 am I decided I needed to stay another night. I went into the lobby and asked if the same room was available for another night. When I offered my credit card again, the night clerk asked if it was the same card. Since it was, he assured me he did not need to run it again.
After a nap, I went about my business and returned to my room late that night. I had forgotten to have the card re-keyed, so the night clerk took care of that for me. The next morning at 7:00 am, the day clerk phoned me. He was very irate and stated that my card had been declined and to come to the lobby immediately to take care of it. I went into the lobby and logged onto my credit union. The card showed I owed less than $250. My credit limit is $10,000. There was nothing wrong with my card.
I approached the front desk, identified myself and offered my credit card. He took it and then began yelling that he had run the card four times and it had been declined. Until this moment, he did not access to my card. It was my feeling that he had simply typed the incorrect numbers from yesterday's transaction. He yelled that it was my responsibility to take care of the bill and that because I had not paid for the previous night I had broken the law by breaking in and he would call the police and have me arrested. I was not allowed to speak. Whenever I tried to speak, he would thrust his palm at me. He is significantly taller than me and I was taken by surprise at this attack.
The day clerk repeated the threats and shook his finger at me repeatedly while yelling. I was frightened very badly. I have never had my card declined. There is nothing wrong with my card. He refused to run my card and handed it back. I was extremely frightened by his violent temper and threats. There was no reasoning with him. He said to call my credit card company. I stated that the credit union would not be open until 9:00; it was now 7:10. He yelled that I needed to take care of the bill right now. He kept yelling the threats and yelling “What is your problem?” Several times he approached me in a threatening manner and shook his finger in my face. I was frightened very badly and only wanted to escape to a safe place.
I left the lobby and tried to get back to my room, 102. The door had not closed completely, so I ran in and locked it. He banged on the door, threatening to call the police because I had broken into the room. I called my daughter. My hands were shaking so badly, I had to dial the number three times before I input the correct number. I heard him pacing back and forth outside the room. He tore off the window screen, probably trying to get in. I heard him on the phone calling the police, still yelling at me that I was going to be arrested.
When I completed the call to my daughter, I opened the door. He grabbed all of my luggage and my purse and ran out, yelling that they were going to the dumpster. One of the maintenance people helped me gather the rest of my belongings and I went to the lobby. The day clerk kept yelling that the police were on their way and that I would be arrested for breaking into the room. It was very embarrassing to sit in the lobby in my pajamas. I had not showered because it felt the situation would be resolved immediately. The items that were not taken to the dumpster, such as yesterday's laundry, were piled on the table.
Other guests were getting their breakfast. It struck me that the maintenance man who helped was very calm and knew immediately what he needed to do. Later, when I was at my daughter's house, we conjectured that this might not be the first time he has treated a customer like this. When I stayed in July, he was not the day clerk; I assumed there has been a change in management. I was still shaking very badly when the two police officers arrived. The law regarding the situation was relayed to me. I told a short version of what happened. The officer explained to me that the clerk had no right to remove my belongings and said he would talk to him.
My daughter showed up a few minutes later and put the second day's stay on her credit card. My luggage and purse were retrieved from the back room and returned to me. The police officer suggested I check to make sure the contents were intact. Since I had my wallet in my pajamas pocket, there was nothing of real value left in the purse; I checked my purse. Nothing was missing. My daughter and I left; the police officers remained in the lobby. The check out is listed as November 19, 2007, 7:48 am. The police did not create an incident report.
At 9:00 am, I called my credit union. They checked the hits against my card from Days Inn. The approval and charge for the first day were there. There was no hit for the second day on their system. The VISA network was checked. There were no hits for the second day. If there was a declination, it would have shown up as a request for approval and a decline. I called my credit union Wednesday morning from my home in Phoenix. There were two requests for approval and two denials. ** at my credit union explained that the two denials were because the system was down for routine maintenance.
This entire incident would have been avoided if he had run my credit card Tuesday morning. I am contacting my lawyer about filing a civil suit for harassment and threatening behavior, as well as for unlawfully confiscating my belongings. I expect you will be conducting an internal investigation. Do not use my name as I fear retaliation. I do expect to be contacted about this incident within 7 days. I no longer wish to be a trips rewards member if this reflects the caliber of personnel you employ. I also intend to share my experience.
ASHLAND, VIRGINIA -- I am writing to you in regards to the hotel stay that prompted me to choose your establishment on the dates of July 26th through July 29th of this year. My stay at the "Days Inn Ashland" was anything but relaxing and enjoyable. When I saw the form next to the TV that said, "So, what do you think?" my first reaction was to write to you.
I do not even know where to start because my whole experience was horrifying. For starters, I think that you should update your photos on the website as they do not remotely resemble the actual place. The outside picture of the hotel does not show the shopping carts, homeless people and trash that greeted me as I stepped out of my car. Then when I went inside the lobby to check in, they did not even have my reservation. My sister booked the room a few months back, one room for me and one for her and her husband. When I went to check in, they had me under Mr. Sarah Eaton.
For starters, Julie is a female, and her last name is **. When she went to check in the next night, they told her that they did not have anyone by that name, but said that they had a **, but he has already checked in. Then they said, "Would you like an additional key to that room?" Not even knowing these people, they could have been looking to rob or kill me. It is nice to know that they just willy nilly hand out information like that. Well the list goes on and on. In fact I am not going to bore you with paragraph explanations, so I think that I will just bullet the most important facts:
Upon arrival to my room, the door was left ajar without my knowing if anyone was already in there.
The doorjamb ended up being broken, so you would literally have to slam the door closed.
Homeless people were filling up bags of ice from the ice maker in the hall.
People were smoking "pot" in the hallways.
Large groups of people congregated in the parking lot well after midnight yelling and drinking.
Vomit from a person over the balcony and down the stairwell when I arrived the day of and remained there until I checked out.
Ice maker was not working or was empty and had to go to the lower level top get ice. Homeless probably cleaned it out of ice.
The snack machine was broken with nothing to purchase.
The rugs in the balconies were dirty and stained. There were cigarette butts and empty beer cans everyplace.
When housekeeping came around, they asked if the room needed to be cleaned in a language I could not translate. I said I have no idea what they meant, and needless to say, my room did not get cleaned.
The "Daybreak Morning Breakfast" was anything but breakfast. They had a guard at the door so that you could not leave with any food. Not to mention, the cream cheese was over its due date and the place was filthy.
CHATTANOOGA, TENNESSEE -- I am writing to you to share my most recent and my last experience with Days Inn. I went online to trip rewards as I usually do to book. I booked six rooms at the AARP rate. I went to submit and accidentally hit the prepay button. I admit that is not what I wanted to do, as my family was each going to pay for their own room. I immediately called the hotel; Days Inn at 20tha and Market in Chattanooga, TN, and was informed that I could pay cash for each room upon check in. However I was bound to all six rooms and if I did not use them they would be billed to my American Express card, of which I said was fine.
Upon arrival to the hotel, we were greeted by a very unprofessional and unfriendly desk agent. After several times of being interrupted by the phone, we went to check in. She informed me that the rooms were already prepaid to my credit card. I tried to explain to her that I was told we could pay cash for the rooms and that there were no charges on my card. She again and again and again referred to the agreement of when I booked the rooms. I tried again to explain to her that I was told we could pay cash for the rooms and that my card had not been charged. I have always paid cash and could not understand why she would not take cash.
I then explained to her that I would call Days Inn customer service and American Express. American Express said there were no charges or authorizations. I talked to a Days Inn representative at customer service. He contacted the hotel and then came back on the line to tell me that I had been rude to the agent and stormed out of the hotel. I was with my family and they can vouch that was not true. I was made to feel the victim by your Days Inn representative who told me to cool down and perhaps have a family member get our rooms. We went to lunch and then returned to the hotel.
The same agent said that she had checked us out of the rooms and that she would have to see if there were any. She then said that she would prefer that we leave and go elsewhere. I told her that event thought the hotel was disgusting in look and no pool open, we wanted out rooms. She once again said NO, go somewhere else. Upon calling Carrie at the president's office, she took the complaint and expressed that there was little she could do. I talked to the general manager at the hotel as well as the owner and to be frank, they didn't give a damn.
We lost money for the catering we had for the next day, as all my family had to drive back home, as the rooms in Chattanooga were all booked in other hotels. This is the worst experience I have ever had at any hotel brand. I intend to post this message story everywhere I can on the internet to warn people to stay away from Days Inn hotels. Had this been a Hilton property, I can assure you this would never have happened like this. As far as I am concerned as well as well over 100 people that I have talked to so far, we would rather sleep in a park than ever stay at another Days Inn again.
NORFOLK, VIRGINIA -- People at office will not even help you. Fighting spill out next door. Lady was getting choked by a man who was yelling at her. Then somebody else was banging on wall like mad animals. And the management sucks. I pay good money to get no sleep or some great customer service.
NEW MARKET, VIRGINIA -- It is now 7 days later and I am still in total discomfort and awaiting a call from the ever absent manager of the Battlefield Days Inn in New Market, Virginia. My body is still covered in very large red bites from what I can only assume to be BED BUGS!!! II cannot believe that an establishment like this is allowed to operate without recourse. It would not be so bad, but we had just traveled from Charleston where we paid more than 50% less for a room which was fine for what it cost. For this price I was expecting clean - but instead got apart from the BED BUGS.
Dirty carpets (not very visible since the lights do not work too well either). There was bath tissue in the toilet, (most probably the previous occupant). Used cotton-wool by the side of the bed, and the bath has a very large chip in it. The taps in both bath and basin are encrusted with either dirt or are peeling, could not see, light too bad. Bedside light had no switch just a hole and appears to be a safety hazard. The breakfast consisted of sugary buns and cakes, with no choice for diabetics other than weak coffee.
We left in disgust with a promise of a phone call from the Manager - still waiting - 7 days later… and instead headed for the nearest Pharmacy to get some ointment to try to alleviate the discomfort from the bites covering my entire body. I STILL have very large red bites all over my body, no relief and I am very angry.
EVANSDALE, IOWA -- My husband and I stayed at the Days Inn in Evansdale Iowa for a special Valentines weekend. My wife is a huge New Orleans fan and there is a New Orleans themed restaurant and lounge in Waterloo Iowa so we booked a hot tub suite at the Days Inn. Upon arriving, we were told we were in a smoking room when we requested a non-smoking room. They refused to change our room or give us any discount, they did however offer to downgrade our room to a non hot tub suite at the same rate we were paying. We said no, so they over-saturated the room with air freshener which only made it worse.
We went to dinner and upon returning to the hotel started filling the hot tub. The water was brown and had stuff floating in it. We contacted the front desk and the clerk advised us she was told by management not to give us any refunds, change our room or accommodate us in any way. They told us to drain and fill the tub several times and it would clear up. We did that and the water was still brown. We then found old food in the sleeper sofa and some kind of bug eating it. There was mold all around the hot tub. We decided to leave the hotel and not stay the night. If the tub was that gross and the room was that dirty there was no way we were sleeping in that bed.
The room was a dive, the staff was rude beyond explanation and the General Manager was a total jerk. We paid $129 for a room we never used. Never again will we stay at any Days Inn hotel.
MIAMI, FLORIDA -- Had a confirmed reservation guaranteed with credit card for Days Inn Miami International Airport for November 13-November 18, 2011. Confirmed rate was $85.46 for first night. Due to International air delays, arrived at 2 AM next day. Front desk attendant said I had no reservation but they had already charged me first night for no-show. Then I showed her a screen capture of my confirmed reservation email. Then she said motel was full but she could let me have a no show's room for $159.95 plus taxes. I accepted (me and my wife are seniors and it was late).
When I arrived home, noticed in my bank statement they also charged me $93.46 from my reservation's credit card for the same night they charged $159.95 + taxes. I tried to contact Customer Service Wyndham/Days Inn but they filter feedback from outside the US. Asked to complete an online survey about my stay, I reported my claim. The next day, I received from a no-reply email saying the $93.63 didn't appear on his computer. I then tried to contact the Wyndham people (owners & managers) through their contact web page but it couldn't go through UNTIL I CHANGED TO A US ADDRESS.
So not only I was charged $253.58 for a written confirmed rate of $85, PLUS Wyndham or Days Inn will not accept any type of feedback online from outside the US.
ELKHART, INDIANA -- My wife contacted Days Inn Elkhart via internet on 13 Jan 09 (?) and made a reservation for 16 Oct. I phoned Elkhart Days Inn and reserved the 15th, also. We subsequently received an email advising that due to renovations they had to charge $80.00 instead of the $49.49 quoted in January! When my son and I arrived the evening of 15 Oct, the clerk advised that it would be $80.00 a day. It was late, so I took the room.
We opened the room door and found that the light switch did not turn on the light. We groped our way in and found a wall light that allowed us to see. The carpet was dirty with a few small discarded tags, etc., on the floor. The rug was badly stained. The room was old and clearly not "renovated". We decided to grit our teeth and stay the night as other motels options might not be available due to the Notre Dame-- USC football game in nearby South Bend.
The next morning, my son-- who suffers from alopecia and has no hair-- said that he had found hair on his pillow! We were bound for South Bend where we would attend the football game on the 17th of Oct. I did check in and talk to the clerk about the higher charge and the fact that we were not in the newly renovated part of the motel. I decided to not go into our complaints about the room as we were in a hurry to get to South Bend to explore the Notre Dame campus. And, it turned into a long day of exploration, shopping, etc. We did not return until very late that evening to our motel.
We were unable to enter the room and, after two trips to the office, were able to enter the room with a new electronic key. We were shocked to see that there had been no room service. Beds remained unmade, there were no clean towels, etc. And, of course, there was no more coffee for the coffee maker. The next morning we checked out. I explained all of the above to the elderly lady at the desk. She agreed that we should only be charged $49.49 as originally quoted us. She said that our credit card accounted would be credited $68.34 as we had already been charged the $80.00+tax for two nights.
It is now 20 Oct and our Visa account has not been credited with $68.34 as she said it would. I think I may send a copy of this letter to the Indiana Health Dept. I could not be more upset. We had a once in a lifetime experience at Notre Dame and a nightmare motel experience. Can you please send a response.
BAR HARBOR, PENNSYLVANIA -- Stayed here in July 2013 - room had musty odor, but got in late so just went to bed. Tub drain was a bit slow in am but was in a hurry and the rest was working so we headed out. Upon return, there was stuff floating in the toilet, but again in a hurry to get showers and change to meet friends for dinner. Flushed toilet and it overflowed over my daughter's shoes, the floor and into the carpet. She had to hold the valve and stand in the tub while we found help to stop the water running. It would not plunge and they had to turn the water off and go find an auger.
We were unable to shower and had to be let into an empty room to even change for dinner because they were still trying to fix it after 30 minutes. Upon our return, the floor was still wet and the carpet was soaked. Dehumidifier was off and overflowed when tried to empty it. Complained to desk clerk at time of incident and after and was told "Oh, OK." The manager was not available and no effort was made to resolve our complaints.
The next morning, I demanded to speak to the manager who had to be called at home. Never did talk to her and the offer was to take 5% off the bill. Meanwhile, another patron was in the office asking for a plunger - again! Days Inn Guarantee posted on the wall is that EVERYTHING WORKS!! LIES!!! Called corporate and was PROMISED manager would call but since it is independently owned they could not help me. Never did hear from manager and will NEVER stay in a Days Inn again!
Room in general was old with cracking paint, old fixtures, musty and smelly. Furniture was peeling in both the room we were given and the room we were allowed to change in. Staff was foreign students with little or no training that were completely clueless. What kind of desk clerk when you complain just goes "oh, OK" and does NOTHING and offers NOTHING. Expresses NO concern at all?