ComplaintsforMaison St.Charles by Hotel RL

• Initial Complaint

  07/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Stayed in this hotel at the start of July. When we were at the pool the television fell from the wall. Luckily nobody was in the room or it could have fallen on them! The TV which was approximately 60 inches inches in size, attached to a large TV bracket, the bracket was attached to the plaster/ stud partition wall with 3 x small screws (1 1/2 inch) small self tappers, 1 screw was into a plasterboard wall plug the other 2 into tiny masonry Red wall plugs ( I have photos). The TV and bracket had pulled out of the plaster /stud wall and crashed to the desk/Floor. I notified staff but they were more interested in taking money out of our account (without authorisation) than speaking to us. It was only at our instance that the manager came to our room to look at the wall. By this point the maintenance man had fitted the same bracket back up 2 inches to the left, using the same size screws, unbelievable!( I have photographs showing this) Two people then proceeded to lift a replacement television back up, despite me telling them that it is not strong enough. The maintenance person should know better! I am very concerned that it is only a matter of time before someone gets injured! Just for your information, I am 57, my wife is 56 and my son 23, not a bunch of drunken teenagers. Hotel reception staff and the manager made the assumption that one of us pulled the television from the wall! We asked the Manager to correlate the door key movements to the CCTV, and myself in my swimwear calling the staff next door, this was shortly after the room was cleaned.! In fact the manager's final comment was that 'we were guilty as hell' and walked off, refusing to speak to us! This incident and the attitude of staff ruined our stay, we were interrogated and treated like criminals!! Plus the Hotel tried to charge another 100$ AFTER CHECKOUT! I have three investigations under way, from Mastercard , Hotel chain and Louisiana state Department, All photographic evidence will be submitted.

  Business response

  07/26/2023

  To Whom it Concerns,

  The guest advised us that their TV fell off of the wall while they were at the pool.  Housekeeping had just serviced the room and there were no issues with the TV.  Upon inspecting the room, we found that the TV bracket which was secured by four (50 lbs) wall anchors and screws had been pulled out of the wall.  We also found that the guest had just purchased a laptop and HDMI cord. It was our conclusion that the guest pulled the TV from the wall while attempting to hook up their new laptop. The TV was in good working shape when the guest rented the room and the TV was clearly damaged to point of total loss during their stay.  The guest was charged for the price of the TV per the hotel policies.  The assistant general manager and the general manager spoke with the guests, read the door locks, looked all available camera footage, and completed an inquiry with all staff prior to making the decision to charge the guest.  It was also noted from a staff member that the guests were in the doorway for several minutes speaking and looking around suspiciously before advising a staff member that the TV fell. 

   

  Trase A*****

  General Manager

   

  Customer response

  07/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20377303, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have a receipt of my chromebook purchase, there is no HDMI output on that model of chromebook, for your information. The only reason we told the Manager was to substantiate that we were out of the room most of the morning as the receipt shows the precise time and location of sale!
  

  I discovered the tv, my wife and son were by the pool and nowhere near the room. I was shocked to see the tv had fallen and called for help from the staff next door. The CCTV footage would prove this! I asked the manager to see the CCTV footage and the subsequent report as to how he came to his decision. He refused!
  

  Assumptions seemed to have been made by the manager. We however have photographic evidence of how the tv was actually attached. Only one plasterboard anchor NOT 4 anchors and 2 ordinary masonry red wall plugs (not suitable for stud plaster board) and 3 small self tapper screws! This is totally inadequate for a tv that size!
  Photo attachment shows the fittings to attach the 60inch tv to the plasterboard, yes that is a 25cents coin!
  
  Regards,
  
  ****** *******
  
   

  
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  They held 208 on my card when I got a notification that it was 216 that they took finalized today I spoke with the agm and she said it was my bank but the charge came from the hotel as Im trying to explain to her in a ***** voice due to my autism it seem to her I was yelling when I wasnt I was have a sensory overload and explain I had autism she proceeded to keep saying youre raising your voice youre raising your voice instigating my panic attack I asked to speak to someone else to file a complaint and she got upset and hung up due to my ethnic voice and disability I was discriminated against by this agm and they told me 3-5 business days for my deposit back now she is saying 5 to 7 days she needs to be fired treating special needs people in the manner in which she did

  Business response

  06/27/2023

  The guest was authorized for the full cost of the room plus incidental hold of $100.  Upon check out, the guest was charged $108.20 and the remaining authorization was released back to the guest's bank.  The guest was advised that depending on the bank this authorization could take 3-7 business days. The authorization was already released from the hotels side and the guest needs to contact their bank as they have been advised. 

  The manager attempted to explain this to the guest when she called the hotel. The guest became upset and started to yell at the manager. The manager asked her not yell and assured her that she was trying to help. Upon the guest calling the manager racist and further yelling, the manager disconnected the call per our telephone harassment policy. 

  Attached is the final bill of the guest's stay at the hotel. I consider this matter closed. 

  ***********************

  General Manager

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a room for 4 night stay. At the time of booking "booking.com" showed the property as pay at property, therefore I figured I could cancel regular if needed. I did try to cancel as we thought we might stay elsewhere when we got to NO, and they charged my card immediately, but we were ok with this and decided we were going to go. Well sure enough my husband got COVID 3 days before, even though I had not gotten COVID I did have an abdominal issue. We went ahead and cancelled 48 hours before the stay due to illness. Booking.com has contacted the property and they are refusing to respond. They have plenty of time to book someone else in our room, and even if they wanted to charge some of the payment that would be fine, BUT to keep all of the money from the booking is completely unethical for a business to do. In fact we were scheduled to be there TONIGHT and I cancelled on Saturday, it is Tuesday.

  Business response

  12/27/2021

  Unfortunately, due to the terms and conditions of this reservation (advanced purchase and non refundable). I am not able to issue any refund or credits. The policy was agreed to by the ****** at the time the reservation was made. 

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