overcharged for extended stay after our home flooded October 31st, 2023, smelled strong of weed in hallways, things removed from secured guest storage unit
This is not something I like to do but THEFT, COVERING FOR A SEX OFFENDER, TAKING ADVANTAGE OF OUR FAMILY BEING AN INSURANCE FLOOD CUSTOMER AND CHARGE US DOUBLE THE RATE LISTED with promise to fix and never did. I wrote the letter in review back in April to bring the theft of every piece of clothing I had in the guest storage closet, Christmas decorations never returned that were taken from our guest storage closet and used to decorate the lobby while we were there and THE WORSE, they stole from my 19 year old. We gave my son for Christmas while staying there a lighting kit which was stolen from the closet and a camera he used his own money saved to purchased for his videography business when he was 17 years old. They never responded to the message below however, I spoke with the founder who was very kind and gave me advice on how to proceed to get this expedited only to find out he still works with them in a different role. I spoke to the owner of the local franchise who told me he would have his insurance company call me and we could work out getting things taken care of that was stolen and he would address management team and person who stole our things. Again, steal from me but DO NOT STEAL FROM A 19 YEAR OLD BUSINESS OWNER who paid with the one camera and lenses with his own money. He refuses to return my phone calls now and the investigator on the case was unable to get the housekeeper to talk, she requested time for her to find an attorney to be present. This girl admitted to management and staff and witnesses spoke up from the hotel who saw her take the things. Management has since threw away documents of complaints from customers and other paperwork with people's handwritten credit card information on them per a witness, the new hotel GM Jason falsified information to the investigator and said he was familiar with my case yet he never once came out to address our concerns when we came by to get out things after leaving which is included in the below. I spoke only to the GF Manager Joe, Jason aggressively came at my husband and I when staff made him aware we wanted to discuss our things being stolen. Here is the letter I mentioned above written to all involved. Not one person from theses companies have reached out and the ones I mentioned above I spoke to was from someone giving me their phone numbers and the only one who will still respond but hasn't provided assistance with things getting resolved. Owner of this hotel, Will, is avoiding my calls and did not do what he said he would do to resolve it. I am writing to express my deep disappointment with the service I received during our recent three-month stay at your establishment, my family and I trusted your establishment to provide a safe and comfortable home while we were displaced from our house. However, we experienced numerous issues that left us feeling uncomfortable and taken advantage of. Not only were we moved five different times due to smoke infiltrating non-smoking areas, but we were also displeased to find that our personal belongings were rummaged through and stolen from a supposedly secure storage closet. In addition to these unacceptable inconveniences, we were extremely disappointed to learn that we had been taken advantage of financially. We informed management and all team members that could help us resolve it. No one has resolved any, being overcharged for extended stay, personal guest storage closets rummage through, smell of weed in hallways we brought to their attention. A hotel team member pointed out the discrepancy between the rates listed online versus the rate we were being charged, and we realized we were paying a much higher rate for a smaller room. I have documentation showing that the rate at that time was $169 per night and we were being charged $7,000 per month to stay. This blatant overcharging and taking advantage of our situation only added to the stress and burden we were feeling during this difficult time. I am also writing to express my frustration and disappointment of the events that transpired this past weekend, when my family and I attempted to retrieve our belongings after staying at your place for three months. We had tried to retrieve our things by calling to set up a time to come by and did not receive any response, so we went there and asked your staff about retrieving our belongings. One of your staff members, a gentleman who was aware that our belongings were to be untouched until we had a place to store them, was kind enough to assist me in retrieving some of my summer clothing and dresses. However, when I opened my personal closet to retrieve my clothing, I found that every piece of my summer clothing and dresses were gone and random things had been placed inside. In addition, I found someone else's personal financial documents and account information in a cooler mixed in with our personal belongings. This is a severe breach of that person's confidentiality and privacy. I brought this issue to the attention of your management, but they were unresponsive and not helpful. When I asked them to address the issue, they told me to leave. When I informed them of the additional things that were taken, random items placed in a supposedly secure storage, and someone else's confidential documents in my closet, the new GM who I had not seen before came at us very aggressive when my husband came in to question the Representative on why I was being laughed at and told I couldn't do anything about my things. The new GM Jason had either been informed or overheard me discussing this by the office door with the team manager and told us to leave and not come back. I requested something in writing stating I could retrieve the rest of my belongings at a later time, but they would not provide it, instead, the new GM Jason became even more aggressive when we would not just go away leaving our things behind so he called the police. I stayed inside and waited and my husband went to the truck to wait. The next day, we were able to retrieve our things with a police escort after the new GM filed a trespassing order against us. However, no one from this establishment has addressed our concerns about being overcharged or the issues with our personal belongings, which were supposed to be kept safe. This experience has left us feeling completely violated and disrespected, and we strongly urge your staff to address these issues promptly. I strongly urge your staff to take the necessary steps to rectify these issues and to improve your customer service and financial transparency for future guests. I hope that you will take these concerns seriously and take appropriate action to ensure that future guests do not experience similar difficulties and take appropriate steps to ensure that future guests are not treated in the same disrespectful and unprofessional manner and their personal belongings are not violated. Sincerely, Tonya and Chris Tonya Kelly Windham
