Complain about a product or service

Fajardo Inn

Puerto Real, Puerto Rico

Allan, M.D., Sacramento CA( 2/13/04):
On 1/11/04 I made a reservation on the Internet for three nights (1/30-2/1/04) for a suite with 1 king size bed-nonsmoking. I received an Internet confirmation on 1/12/04 (confirmation number 295) for unit 331 at a total cost of $353.10 for three nights. We arrived at the Farjado Inn at 2:00PM 1/30/04 and were told we were too early and to return at 4:00PM. We did and showed them our reservation confirmation.

We were given unit 315 which was a handicap room with a small bed and a view of the construction instead of the ocean. The price was $353.10 for three nights. After we saw the room we returned to the front desk and showed them our reservation again and after nearly an hour delay we were given Unit 331. We were told it was not completed and did not have a telephone. We found the room not only didn't have a telephone, it did not have a refrigerator, stove, hair dryer, etc. as advertised. It did have a king bed, which my wife needs because of disabling arthritis, so we accepted it.

We went to bed at 11:00PM only to awakened at 1:00AM by the sounds of slamming doors, shouts, yelling, loud music, moving furniture, pounding on the wall, etc. We went next door and complained to a large man that answered the door that we could not sleep because of the noise. The noise improved for 10 minutes and then resumed even louder. I called the front desk on my cell phone at 2:00AM complaining we could not sleep because of the noise. They said they would send someone out to investigate. There was no improvement.

At 3:00AM I called the front desk again because they had the television on so loud it was vibrating through the wall. I heard the phone ring several times next door and eventually some one did come out but the neighbors would not answer the door. The lady who came out said the room was occupied by construction workers. At 5:20AM someone turned off the TV and slammed the door when they left. We finally went to sleep, only to be awakened at 7:00AM by a backhoe digging a hole beneath our window. We went to the front desk and complained to the manager (Ann) that we had come to the inn for rest and recreation and had been unable to get either. She was unsympathetic and more concerned that our reservation had been given for a specific room. We asked for a discount on the room for one night because we had been unable to sleep and they did nothing about it. She, again, was unsympatheic and said she would talk to her superior "Mary Bell."

When I checked out neither Ann or Mary Bell were present. The lady who checked us out was not wearing a name tag. She presented me with a VISA charge slip with no invoice and no discount for the sleepless night. Before I signed the charge slip I asked for an invoice. What followed, I thought, was unuaual. Instead of printing out an invoice she seemed to be hunting all over. She fianlly went to a large file case and after a couple of minutes came up with a large folder. Among other things, the folder contained a large envelope filled with cash. Instead of a computer printout, she prepared a handwritten invoice which totalled $353.10. Rather than spoil my whole trip, I signed the credit card charge and left, a very unsatisfied customer.

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