ComplaintsforDavenport Hotels

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/18 we stayed st this hotel my sister and I. Around dinner time we called the desk to alert them to the gum on the bathroom floor and if they could send someone up, they never did after 2 attempts. I alerted the desk the next morning corridally, only to alert to the disconnect as the room did not start out clean and was not tended to even after 2 request. He said he would inform the manager. Out of knowhere I was charged $500 for coffee covered walls I have not recieved proof at this time of what this room looked liked that would have resulted in a 500 change. The housecleaner knocked on our door 3 minutes before 1pm our check time and was waiting for us to vacate the room at 1pm I imagine that she would have stared cleaning our room right away. We can guarantee this room did not ever have spilt or a mess of coffee grounds.. Additionally they use pods it just dosnt pass the smell test and is quit the coincidence.I am afraid some one is trying to get at me for reporting the gum on the floor. I never once acted rude about the issue only informative. Didn't ask for refund or credit. The charge is preposterous as I want it reverses. Thank you for your help. I would like all records about this penalty charge and dispute it completely.Charge of $560.00 I have attached picture of the dirty bathroom floor

  Business response

  04/04/2023

  March 31, 2023
  

  Dear Resolutions Specialist,
  
  Thank you for sending along this guests concerns. We sincerely apologize for the gum on the 
  bathroom floor and our delay in sending someone to the room to address it. As a Forbes Travel Guide 
  Recommended Hotel, we pride ourselves on our impeccable cleanliness standards. We acknowledge we 
  missed the **** in our attention to this issue and we will work with our team to improve our 
  timeliness in responding to guest concerns.
  
  Regarding the condition of the room upon check out on March 19th, our records show that there was 
  substantial damage from coffee or a similar brown substance poured over the lamp shades, fabric 
  seats of the chairs, nightstand, windowsill, television, curtains, and walls. In addition, there 
  were coffee grounds or a similar substance spread over the bedsheets. Please see the photos 
  included below.
  
  Unfortunately, it took our team many hours of scrubbing and laundering to remove the stains from 
  the items in the room. The assessed $500 cleaning fee covered labor above and beyond a standard 
  check-out cleaning. Additionally, due to the increased turnover time, the room was not available 
  for another guest as scheduled.
  
  Considering our oversight in responding to the gum on the floor, we would be happy to reduce the 
  charges on the account to $250. Please have Ms. **************** contact our Area Director of Rooms, Dan 
  ********, for any further information or questions at ***********************************************************.
  

  Sincerely,
  

  Davenport Hotels Leadership Team
  

  
  

  Customer response

  04/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However I  hope this establishment investigates the employee involved. The fact of the matter is qe did not destroy this hotel room.
  
  Sincerely,
  
  *****************************

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