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Victoria, Lets break this down... your reservation is right 3 nights and we keep our rooms clean with fresh linen, towels and everything else. Now lets break down the rest - we didnt attended the room, while checking in you were advised few times that our maids will not enter your room without your permission for guest safety reasons and we told you that you need to let us know if you need service which you agreed do I know how you agreed we do have a security cameras in the office, and we did reviewed it. No body was at 7am at the desk??? again its a misrepresentation of the truth - we checked again our security cameras and what happen, the person who looks after the front desk, went to check on breakfast to see if everything was stocked and adequate for guest I assume you saw him while you were making waffles. Maybe this was your strategy while he left front desk to check breakfast area you would go to front desk. Next fact 10 min wait???? again we went to check the security footage, it was about 54 seconds, i understand it may have seem like a century. You are right a man did came out from the back office area after his night shift after you knocked on the door. We reviewed the conversation - you specifically stated you want your receipt, the man replied oh we gave you the receipt and your reservation is with expedia they sent you your confirmation, the only thing we have is the guest registration form. For whatever reason you wanted the guest registration form and the man kindly complied and made you copies of both your expedia booking page and our guest registration form. Lastly, you said we are checking out early because we have to go home early, the man asked was their any issue, you clearly stated nNOOOOOO and with an attitude you replied that YOU HAVE TO GO HOME early and we are checking out early and you further stated that since you are not staying the last night, you want a refund... to that the man replied, we dnt do that... We are more than reasonable and we work with our guests, but we do not like people who lie to just get things for free. Its your right to talk to your credit card company, however, we have a right also to respond back with proof including the guest registration form and the video footage. Let me know if you need further information and what exactly was discussed while you had to wait for 53 seconds for someone to response, and we do apologize for it.

Teresa,I am sure we can verify your claims and what really took place. You came down from your initial expressing concern that the room had some sort of smell and your daughter was allergic, we asked is it cleaning chemicals or something else, you stated no its kind a musty or something else, and asked if we can provide a refund which we said YESSSSS. Do you want to see the proof on our security footage...Further we also offered to switch you a room, not only that we took you the room and asked you to stay in the room for for 5min to figure out if this was okay, you didnt come back for a while and you said yes this will be fine.... we verified with my maids in the morning the smell and we didn't find any and we checked previous records for the room number for any similar concerns however we didn't find any!!! You didnt wanted the refund for that night because you didnt find any other room in town that was reasonably priced and you said no that you will be staying. Not only that you called Expedia to get a full refund and we advised the guest that we offered you a full refund however you wanted to stay and didnt take the full refund.. Ahh and you know what else is funny, while checking out in the morning after eating breakfast just about everything including hot waffles, you had the courage to ask for a full refund including the night you stayed. My front desk said no thats not what we agreed to and you were oh yea you are right... So, lets get this straight you stayed in a room with smell, dirtiness, and claiming to of blood stains and body fluid stuck on the wall??? If you would have told us how do you know how to identify these things than i would like to know as well. Do you carry some sort of a forensic kit or did you lick the stains to come to conclusion that this was blood and some sort of body fluids????? Please dont lie to get out situations, because Expedia confirmed that you told them that you wanted to stay somewhere near the venue for your function and this hotel is bit far..

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Thank you Sambhav for your feedback, however we like to understand what did not match or the truth. Your reservation was for 2 nights. I find it hard that you didnt mentioned a word of this to our front desk

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Jake,Lets break the facts out and thank goodness we have security cameras that avoids he or she says. After reviewing the security cameras and hearing the conversation that took place between you and my front desk:Upon arrival: my desk opens the door since it was very late. You enter the office, my front desk greets you and asked if you have a reservation, you stated yes, and my front desk asked if you wanted 1 king bed or 2 - Queen beds - that's where you confirmed that you will take the 1-King bed. On the second comment about EV charger - my front desk stated that EV charger is blocked by other cars and he apologized for it. I do not hear the word tuff luck anywhere, maybe i was mistaken and i rewind the tape few times to see if i missed something. Okay that was the two facts: now lets state the other facts.You called several times the night of checkin to cancel the reservation because you had a pet. We advised we do not allow pets, you stated you will call us back which you didn't - we called few times to confirm what would you like to do, and one of the call that you answered you stated you will be very late possibly around 2 to 3am. We advised again that no pets are allowed, you didn't answer or confirm that you wont have pets with you.After looking at the security footage further, I got a give you credit you did a good job hiding the pet and taking it inside of the room (it just costed us more money to clean the room). So Jake, I do apologize for my front desk for doing there job correctly and not bending the rules for anyone. Thank you

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