ComplaintsforCountry Inn & Suites by Carlson

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my daughter to hotel with family for her birthday to swim since it rained heavily all day 6.15.24. I spent over 400 dollars for 3 rooms & would like further resolution and continually am not able to speak with the *** The hotel had several children in pool area unattended by adults kicking and launching ***** off the walls in which one of my children was struck by it. I connected with there front desk in which then a hostile adult came to address me and asked did they hurt anyone? My child was hit. He did not redirect them and went back to sit in front lobby with other adult males and continued no attendance to all these children under 18 years of age doing long run ****** ***** and launching ***** strongly all over the pool area with only a 5ft pool and deterring guests from utilizing the space we too also paid to use. The chlorine levels in which I had my partner go purchase my own strips to test in event there was any argument had shown unsafe levels of chlorination after my children, the adults I was with, and other guests complained of excruciating pain due to levels of chlorine in pool. ******* at front desk agreed acknowledging these unsafe levels. We came to this hotel to swim or I could have stayed home for my daughters birthday. When I spoke to night staff outside about feeling unsafe and conned out my funds following a final incident of the same children at the pool kicking/launching ***** at vehicles including my families, staff spoke to intoxicated adults sitting near front desk at a table with many beer cans and they were beligerant; told my mother shut the * up after they addressed her about telling staff. I asked for full refund to depart immediately and overnight male person said he could not and I'd need to talk to morning staff. I had other adults present when situations occurred. I was offered to talk to GM, she wasn't available. ******* only refunded 1 room and I want my money back for an unpromising disturbing and unsafe experience.

  Business response

  07/20/2024

  Hi,

  I am sorry to hear about the experience you had with the hotel.  Unfortunately, we are unable to control the amount of people in the pool area, my staff did go in and talk with the people being unruly.  We did end up shutting the pool down a little early as well as the disturbance occurred and put an OOO sign on the pool until the next morning when maintenance came to check on it.  Maintenance checked the next morning in the pool area and made sure it was safe before we reopened the pool.  If at any time you felt unsafe at the hotel you could have checked out that same night and we would have given you a refund.  You did decide to stay, used 3 rooms, had people besides people registered to the hotel in the pool, and used all amenities.  I refunded you for 1 night out of the 3 rooms.  Unfortunately, I am unable to refund you for the other 2 rooms.  

  Thank you,

  ***************************

  General Manager

  ************

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