ComplaintsforEvangeline Downs Hotel

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I arrived at the hotel on 12/22/23. I went to wash my hands and noticed the water was brown. The room was pre-paid, and the hotel would not offer a refund, so we had to purchase water to use in our room. There was also no manager on duty, and no compensation was offered. The hotel clerk suggested we run the water for 10 minutes before using but could not say if it was safe. The towels were dingy, the shower curtain was torn, the non-smoking room smelled like smoke, and there was a dirty towel left from a previous guest. We called Choice Hotels and was told we would need to speak with someone at the hotel. Needless to say, no one offered any assistance. I subsequently left a negative review & was offered a discount on a future stay. I live in a different state and will not be returning to the hotel. I would like at least a partial refund for my stay.

  Business response

  01/04/2024

  I hope this message finds you well. I want to extend my sincere apologies for the issues you encountered during your recent stay. Your feedback is extremely valuable to us, and I appreciate the opportunity to address your concerns.
  
  I am deeply sorry to hear about the inconvenience caused by the brown water in your room. This is certainly not reflective of the high standards we aim to maintain. Our maintenance team did conduct a thorough inspection of our plumbing system and found nothing.  It was later determined that it was a city issue that affected several business and residential properties and was beyond our control.
  
  In addition to the water quality concern, I understand your frustration with the absence of management on duty during your stay. We take this matter seriously, and I want to assure you that steps are being taken to review and enhance our staffing procedures to ensure that there is always a responsible and capable manager available to address guests' needs.
  
  To further demonstrate our commitment to resolving these issues and to express our gratitude for your understanding, we would like to offer you a discount on a future stay for the inconvenience you experienced during your stay. When reserving, please mention this email and bring with you on the day of arrival.
  
  Once again, I apologize for the negative impact these issues had on your stay, and I genuinely appreciate your feedback. We value your patronage and hope that you will consider giving us another chance to provide you with the exceptional experience we strive to deliver.

   

  This was my original response to the complaint then upon further dissatisfaction and learning that she would not be in the area again, a discount of 30% off entire stay was sent out to customer and customer responded on yesterday 1/3/2024 and agreed to this discount.  I had been in communication via email with the guest several times.

  There are some things that are out of my control even as the general manager of the property such as the brown water that was a city-wide issue and has been ongoing for quite some time now.  I, as well as my staff, do not know when such incidents occur and find out at the same time as the customer and do our best to address and rectify the issues.

   

   

   

  Customer response

  01/04/2024

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 21064583, and find that this resolution is satisfactory to me. The business initially did not respond to my email regarding a partial refund; however, I was offered a 30% discount after I submitted my complaint.
  Sincerely,
  ******** *****

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was staying at the Ev*****ine hotel for work. While staying there they charge me weekly. I was over charged 764.50. One week they took out 1436.37. Which I thought was incorrect so I made disputed it. My bank then placed a temporary credit of 764.50 back on my card. After my bank reached out to them the sent documents saying that charge was correct. Later the charge was reversed and taking back out my account. Before I checked out the hotel, I calculated all my charges and also had the hotel to print me copies. I seen that I was over charge. I spoke with the hotel and they said that they was going to look into it and get back with me. The manager never called me back when she reached out to they credit card report people. My bank said it was nothing that they can do because I couldn’t make two dispute about the same transaction, and that it’s left for the merchant to refund me back my money. So now 764.50 have been taken out my account and basically no one is trying to give it back to me. Attached below is my bank statements. I also can provide my hotel stay and charges.

  Business response

  07/28/2022

  Good afternoon,

   

  ID #17577764

   

  Guest was a traveling nurse who reserved and occupied rooms at our hotel for the duration of her travel assignment.  Documentation sent will show the charges incurred by the guest, a total of $4927.97 in which $764.50 of that total she disputed.  All requested documentation and evidence was sent to the disputing institution and proved to be valid and I won the case.  I have spoken to guest several times regarding the charges and payments received, verifying along with her that they are valid and correct in which she agreed.  However, she insists that her financial institution took additional funds out of her account which I have no control over and made her aware that she needed to contact her bank.  Upon contacting her bank, they refused to allow her to dispute the charge as the validity was proven by the hotel.  The false dispute claim is what led to her current situation with her bank.  I can not and will not accept responsibility for her issues with her banking institution and have done all I can do to work with her on this matter.

   

  Please see attached response and documentation regarding ID #17577764.  If any additional information is needed, please contact me by email or phone ###-###-####.  

  Customer response

  07/29/2022

  Bank statements. 

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