ComplaintsforChristopher Inn Hotel

• Initial Complaint

  11/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  11/01/2023 I tripped over an unmarked curb/ramp transition. I had to ask employees on duty provide even basic help like a cold compress and a cart for my things. The room needs several basic repairs like the toilet top does not fit, the shower is choked with deposits and difficult to operate, etc.

  Business response

  12/20/2023

  In response to this guest complaint from ***** *****: Guest arrived after 4pm on 11/01/23 of which myself (Assistant General Manager) and the 2nd shift front desk associate was present. Guest walked through our entrance door and immediately told us loudly that she had fallen getting out of the vehicle she arrived in. I immediately responded, asking her if she needed medical attention at which she denied while the associate went and got a bag of ice to use as a compress. Being concerned about guest and her walking, I moved room so there would be less walking while the associate grabbed the guest a luggage cart and put her belongings on it and wheeled it to her room. Here at the Christopher Inn & Suites we do a courtesy call to arriving guests about 15 minutes of arrival. In assisting the front desk associate, I called ***** *****'s room and asked her how her room was at which time she said everything was fine. On the morning of checkout on 11/02/23 I spoke to ***** ***** directly after she spoke to the 1st shift associate in an angerly tone because the associate did not have a receipt for her because she had booked reservation on a 3rd Party website, at which time I also explained that we could not modify or adjust bill for the same reason. Unfortunately when guests book reservations on 3rd Party websites, it ties our hands when it comes to modifying or reimbursement, and only can take care of the guest while they staying at the hotel. With that being said, we did everything we could do for the guest and when following up with ***** *****, she stated "everything is fine" and due to how the reservation was booked we will not be able to modify or adjust billing for guest.

  Customer response

  01/03/2024

  I disagree with the characterization of all interactions described. I was not offered ice packs, I asked and then received 2 types.  I was not offered a luggage cart.  The taxi driver told me they were available and I asked for one.  It was then provided.  I did find the room in acceptable condition.  The next morning the 3rd party told me the hotel would not allow them to modify the reservation (add an additional day) even tho the price was the same so I created a new booking.  The next morning I waited for personnel to finish their discussion and then asked if the new booking was visable.  It was not so I proceeded to the breakfast area and then went back to my room to eat. I checked again about 30 mins later.  The new booking was there and I handed over my room key for the new day to be added.  She swiped it (removing the current reservation) and then asked for my credit card.  I said I did not bring it as they already had it.  She insisted I go back to my room and get the card.  My room was 5 to 7 doors away from the opposite end of the building.  Having no idea the room card would no longer work, I went to get my credit card.  I refused to walk the lenght of the building a 5th and then 6th time to get a working room key and angrily asked a housekeeper to please bring me a working card.  I returned to the desk and again waiting for them to finish a discussion.  I asked why she sent me with a nonfunctional room card.  "Sometimes they just stop working.". Reminding her that she swiped it off seemed pointless.  
  
  
  All of the no one change charges or reservations claims are absurd.  My credit card was swiped at their terminal, my driver's license with my address was copied, and my email was provided.
  Regards,
  
  ***** *****

  Business response

  01/10/2024

  To whom it may concern:  I have attached folios from stays on 11/01/23-11/02/23 #****** and 11/02/23-11/03/23 #******. These folios show that guest booked reservations through a 3rd Party site of which were both virtual credit cards and was advance deposited at time of check in. The guest was only asked for her personal credit card to be used for incidentals which released when guest checked out. We do not have the capabilities to refund/reimburse guest as ******* is the payer for reservations. We stick by the previous statement that we took care of the guests needs while she was a guest on the issue of a fall of which was no fault of hotel. When guest was asked if she wanted to speak to a manager about the situation, she declined, and went back to her room and made a 2nd reservation the same way as the first. We believed that by doing so that the guest was content on how we handled the situation by her booking another reservation at the hotel rather than booking with another hotel that was in walking distance if she was so displeased with everything.

• Initial Complaint

  10/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We were charged 50 dollars more than the quoted prices. We were told via a phone call the 50 dollars would be refunded, we were told it could take up to 14 days to receive the 50 dollars. It has been over a month now….. the 50 dollars was never returned.

  Business response

  11/17/2022

  ******* ***** had signed and initialed the registration sheet at check in that breaks down the total folio charges at the top of the sheet. That registration sheet states: "I authorize all charges related to my stay to be applied to my credit card on file with Christopher Inn & Suites". ******* and ******* *****'s confirmation letter that had been forwarded back also states: "The rate for 2 adults and 0 children will be $109.95 weekday and $119.95 weekend". It states the rate amount, not the grand total for their stay. Our rate amounts are just the base price of the room not including taxes. Mr. Kiger informed me that he had spoken to a front desk representative that advised him there would be refund of about $50 dollars. I apologized to Mr. ***** for the complications and inconveniences he has faced during this time as we want to help him the best we can. We do want to take any opportunity we can to help better train our staff at Christopher Inn and Suites. We want to make sure all our guests have a pleasant experience when they stay with us. We have informed ******* ***** that we will be allowing a refund this one time. Mr. ***** was unaware that our rate price was not including taxes. After calculating the different, we have provided ******* ***** a refund of $44.80 on his card ending in **** and has thanked us for our time. Mr. ***** seems pleased with the end result.
  

  Customer response

  11/28/2022

  I accept the business's response to resolve this complaint.
  

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