Originally booked to stay additional nights, person died from heroin overdose and made stay uncomfortable, management will not grant refund.
I had originally booked this room for more than one night and had to leave due to a tenant overdosing on heroin in the room below. It was very uncomfortable staying in the room and we wanted to leave before the coroner showed up to take away the body. I went to the lobby to check out and the man working the night shift said to contact ******* or **** to process a refund as he could not do so. After attempting to contact one of the two and leaving multiple voice mail messages over a couple of days, I finally had to call back again and got a hold of them. They say they will not refund the night's stay because we checked out after the check-out time. I see how this is their policy and they say they cannot rent the room for the night, but due to extenuating circumstances, there should be a refund processed. We had to book a different hotel room which was an additional cost due to the unfortunate events at Dunes Inn - Sunset.
I would like a refund in the amount of $97.19 for Sunday night's charge as we checked out of the hotel and had to book at a different hotel.
Contact Name and Title: *******
Contact Phone: X XXX XXX XXXX
Contact Email: **@dunesla.com
We have replied to this before; it was addressed to ***** ****** Below is the response which is live on TripAdvisor since the guest wrote on every major review channel.
We are not liable what takes place in the privacy of a guest's room. Guest ******* ****** stayed in room until 11pm. Checkout is at 11am. We charged him for the use of the room, which was 2 nights, yet his reservation was for 3 nights and released the last night. He attempted to send out extremely negative reviews to all major channels because no refund was given was the used night.
Below is reply to TripAdvisor which he notified to harm us. How he knew the cause of death was not public information to us or anyone else in our establishment. The police did not publicly disclose any information. We would appreciate your removing his comments to all review agencies if possible. Thank you.
***Response to TripAdvisor***
First of all, may I say that I was pleased that you thought our front office staff was friendly and our rooms clean and good value for the price you paid.
The unfortunate incident which occurred on the Sunday evening when somebody died in the room below yours was, understandably, disturbing to you and your party and the ensuing commotion when the police, ambulance and coroner arrived did not, I am sure, help matters.
Now, let me address the matter of a refund. Your reservation was from Saturday, 15th March for 3 nights, departing on Tuesday. It was a non-refundable reservation which means that, in exchange for a lower rate, should you cut short your stay for any reason whatsoever, you would not get your money back. Because of what happened, however, we decided not to charge you for the 3rd night but, as you didn't leave the hotel until 11pm on the Sunday (and the hotel was sold out) we could not refund the second night as well.
We have been in business since 1973 and this was the FIRST time anyone has passed **** in one of our rooms from ANY cause. I am sure you will agree that we have absolutely no control over what a guest does in the privacy of his room.
I understand that you were upset following a conversation with hotel management and you vowed to "ruin the hotel" by posting a bad review on the various review web sites and I see that you have done just that. I do think that your comments on line were grossly inaccurate, unfair, totally exaggerated and, I must say, rather vindictive.
(The consumer indicated he/she DID NOT accept the response from the business.)
I never stated that I was out to ruin the establishment. I stated that word of mouth was powerful and I have every right to leave a negative review. Nothing in my review was inaccurate or misleading. I will not remove my reviews as they abide by the policy's of the sites on which I have posted. I was informed by the manager on duty that night of what had happened and the information was released without hazard; the situation was also visible from public domain.
As I stated, I understand there is a policy in place. Every establishment has a policy regarding refunds. The matter of fact is that there was an unfortunate event that happened that neither party had control over. Due to this event, it was very uncomfortable staying in a room right above where a person had just passed away. I expressed my concerns to ******* and another gentleman who took over the phone call due to a communication barrier.
Any establishment that values its customers would have given a refund, regardless of whether or not the room was occupied or could be booked again for the night. It's the same thing as finding a hair in your food; yes, it cost the restaurant money to produce it and they're not going to get it back, but it's about honoring the customer. I received poor customer service from the time I called regarding the matter. I was told by the man on the phone that "we don't want people like you staying here anyway."
I'm on honest, paying, and reasonable customer who would like a refund. I had to book a different hotel for the night which was an unexpected expense. As I also stated, "due to the great level of customer service I had received up to the unfortunate event, I expected getting a refund wouldn't be a problem." I couldn't believe an establishment that "values its customers" could have so little sympathy. I get that you couldn't book it again for the night, but if you're truly about providing good customer service, you would have taken your loss for the night. It was claimed that the hotel was, and is usually, "fully-booked" (even though the parking lot was mostly empty for the duration of our stay) for the night. Since Dunes Inn enjoys such a high occupancy rate, I can't believe they would be more worried about their pocket book than a customer's concern.
We had not even been in the room since the maids had cleaned it and were just arriving back when the incident occurred. The beds were still made and the towels still on the racks; there were no other sunk costs involved.
I would like a refund for $97.19 to settle this complaint.