Customer was not content with her stay at your Providence location. She checked out of the hotel Monday July 9th and she did not stay the remainder of the visit. We have contact that location and spoke to the general manager and she stated that she could not refund us the portion of the reservation. I have disputed this charge with my credit card company and they will be contacting your offices to discuss to negotiate refund for the reservation.
Below is the email that was sent to me by the customer that stayed at your establishment.
“I checked in with Ashley, a pleasant young woman around 6 p.m.or so on 07/08. She ran through the rules. There are many rules about how to access the lobby, when it is not staffed after a certain time in the evening, how to get your linens changed (at least $10 to have linens changed or you can wash them yourselves in the pay laundromat). There was no printout of the rules.
From 11:00 p.m. on, there was a constant pounding coming from the room above, as though someone was stomping their feet and pacing around the room. I called the corporate headquarters 3 times and spoke to 2 different Anna’s to complain. They said they would call the night desk person. Each time I called, there was no offer of resolution. They put me through to the night desk person, Cyn, who said there was nothing she could do and that she had gone and stood outside the door above my room (307) and heard nothing. I told her this was unbelievable and asked her to come to my room to hear the disturbance and that they should put me in another room. Cyn said that could only be discussed when the day time desk clerk showed up at 7 a.m.
I went upstairs to listen at the room above mine and I heard a man and a woman having a loud, excited discussion. I could hear the man pacing heavily through the room. I left immediately and went back to my room and I could feel the vibration of the noise in the headboard of the bed.
I noticed that there were 4 police cars outside the hotel and spoke to Cyn as I left for work at 6 a.m. I asked if they were there about the noise in the room above mine and Cyn said to the police and me, “This is about a different disturbance.”
When I went back at 9:30 a.m. to clear out my room, I took photos, to show I left it clean. I asked Daniel and Ashley at the front desk for a copy of the rules for checkout, which include emptying your own trash and heaven only knows what else. I gave them the door key and they said they do not have a printout of the rules.