ComplaintsforRiverwalk Inn

• Initial Complaint

  10/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Checkin Date: October 15, 2021 Upstairs carpeted room number 208 had 2 Queen beds Amount charged: $216.41 Booking Reference Number: **** Myself, my husband, and my two young daughters tried to stay in a room at Riverwalk Inn. We checked in after dark on a Friday night. The carpeted room smelled of smoke, and even after leaving the window open for about an hour to air it out, it remained difficult to breathe any fresh air. It made my throat feel sore. I did not want to risk my children getting ill from breathing in unhealthy fumes, residual or otherwise. The staff person at the front desk was unmasked and unprofessional. We checked in at 8:47 pm and left at 10:14 pm. (It took some time for us to get into our room after the check-in time, because my husband and I were retrieving our sleeping children from our vehicle and carrying them into the room.) We have been refused any refund.

  Business response

  12/09/2021

  We strive to provide "home away from home" lodging to our guests.  Anytime a guest is not satisfied with their room, we are more than happy to offer another room to the guest provided the room has not been used yet.  We have different rooms and we can accommodate different customer needs.  In this complaint, we wish the guest stopped by the front desk or call us to let us know of his/hers concerns and we would gladly work with the guest to address their concerns.  However, in a situation when a guest chooses to use the beds and bathrooms ( see picture attached), per our hotel policy that room was already used and the hotel provided services and accommodations that the guest paid for. 

  Customer response

  12/10/2021

  Complaint: ********I am rejecting this response because: Riverwalk is failing to acknowledge our negative experience. We carried sleeping children into the room and put them straight in bed. Once in the room with our masks removed, it became clear that the air did not smell or feel healthy to breathe — even after letting some time pass with the window open. In a place called “Riverwalk” that charged higher rates than average, I had expected that the air would be crisp and clean. Not so. Whether the air quality suffered from smoke residue or vaping residue, we do not pretend to know, but it was not healthy to breathe. It was late, our kids were asleep, and we’d hoped the air in the room would improve, but when it did not, the choice we made was to preference the health of ourselves and our children. The maskless staff person at the front desk suggested we might take the issue up with management in the morning, but my prompt email to management was responded to right away that night, rejecting my request for any refund. I did not expect a full refund, but an offer of a partial refund would have been appropriate in this situation, in which we had paid over $200 for this room. The messages from this establishment consistently disappoint. Being told that I should have done x, y, or z in order to be treated well and with professional coutesy is a tired tactic that seems designed to avoid responsibility at every turn. Disappointing. Regards,***** ******[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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