“Violation of WI State Law - Fire Code , Zero Customer Service, Deceptive Web site”
We recently stayed at this property the week on June-18, 2012
First, we had reserved a King room a full year in advance. When we checked in we were told that they did not have any King rooms and that reserving a King room does not mean that you will get one.
The first room provided to use had an offensive odor reminiscent of used cooking oil. It was late and we had been very busy that day and assumed it would dissipate. It did not. In addition, the next morning when we went to use the cold water tap, the water was discolored to the point of appearing brown with many suspended particulates.
We reported these two items, including taking a glass of the water, to the front desk around 8:30AM and requested to speak with the manager. We were told he was not yet on site and he would call us.
After not hearing anything for the next 3 hours, we stopped by the front desk. At that time they agreed it was appropriate to move us to a new room.
After moving in to the second room, I was taking pictures to document the state of room. One of the items I noted was an electrical outlet with exposed wiring and no cover-plate. By it's location, I should have guessed what it was for but didn't. By this time, I had talked with the Property manager multiple times. The last time, he informed me that the owner was not willing to do anything regarding any form of compensation for time and trouble. Not even a free drink at the lounge. I emailed that manager the picture of the outler inquiring about it. I never received any reply via email or phone call from him after that but, 29 hours after we were moved into this room, they installed a smoke detector at the outlet site! Yes, there was not a smoke detector in the room they placed us in. This is in violation of Wisconsin state law.
Even after reporting the obvious fire code violation, the property manager and owner were completely unwilling to do anything in the way of customer service. My impression is that they just don't care.
Do not believe the pictures on the web site. Our first room had zero wall decorations like paintings etc. The second room had two cheap office desk chairs as the only chairs in the room!
Also, neither room had any Emergency exit plan map attached to the back of the door nor did it have the room rates and policy attached. Both of these are standard practice in the hotel industry. I could not readily find on the Wisconsin state web site whether either of these are requirements under state law. I can confirm that lack of a smoke detector violated state law.
Lastly, the TV's are old tube TV's with standard def signals.
To be fair, I will mention the positives. The restaurant seemd reasonably priced and the breakfast was good. The pool does look inviting and overlooks a little lake.
What follows is an excerpt of the email document sent to the property manager. It was after I sent this email that I discovered the missing smoke detector.
A summary recap is shown below.
1. June 2011 - we made a guaranteed reservation for a King room.
2. June 18, 2012. - When we arrived at the hotel, we were told that they did not have a King room and further that just because one makes a guaranteed reservation for a King room does not mean that the hotel will honor that.
3. June 18, 2012 - we entered room 237 and noted a distinct, offensive odor that was similar to used cooking oil. We were very busy that day, and therefore did not immediately report it.
After spending the night, it was clear that said odor was still present.
4. June 19, 2012. - approximately 8:30AM while starting to get ready for the day's events, we noted severely discolored and cloudy water coming from the cold water tap. Naturally, we had to abort all personal hygiene preparation.
5. June 19, 2012. - approximately 8:30AM to 9:00AM we reported the water problem, odor problem, and another issue(worker noise at 7:30AM) to the front desk. I asked to speak with the manager and was informed that you were not on the property as you usually begin0 work at 9AM. I was given your business card, I left my cell number, and I was told you would contact me.
6. June 19, 2012. - approximately 11:30AM I returned to the front desk as I had not had any communication from the property. At that time, the desk clerk worked the move to room 356.
7. June 19, 2012. - approximately 11:40AM I began to move our things from room 237 to 356. I decided to check the cold water tap again. I still noted obvious discoloration and particulates.
8. June 19, 2012. - sometime between 5PM and 7PM, I again returned to the front desk as I had not had any communication from the property. I asked if Mr. Barton was available and the you and I had our face to face discussion where I informed you of the problems.
9. June 19, 2012. - approximately 8:20PM you left voicemail indicating that other guests had been placed in room 237 and therefore you would be checking the room on Wednesday when housekeeping entered.
10. June 20, 2012. - approximately 8:30AM we noted a distinct discoloration and presence of particulates in the water from the cold water tap in room 356. The extent was not as severe as room 237 and it dissipated after a few minutes.
A. June 19, 2012. - approximately 7:20AM we noted noise from workers near our hotel room. Later, we were told that workers were not supposed to start before 9AM.
1. Ask if you will get the class of room that you reserve.
2. Ask for thorough description of the f...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 14, 2012
Pursuant to the complaint received (File 549652), I respectfully submit the following.
Report response as inappropriate
C M was in fact a guest of our property from June 18, 2012 until June 21, 2012. While it is our intent to provide excellent service and accommodations to each our guest, it was apparent from day one that C M was not pleased with our facility. In fact, after multiple unfounded claims I offered to allow him to check out early with a refund, to which he declined. As a consumer myself, I feel if I had the magnitude of problems and continuous issues as alleged, my choice would have been to seek improved accommodations. He chose not to take that action after offered. These claims were from receiving the incorrect room, tarnished water to missing smoke detector. The following information supports our position.
1. As a career industry professional spanning 30+ years, it is not our practice and has never been our advertised promise to "guarantee" any specific room type. While franchise properties, such as Hilton have adopted that practice, we can not and have not in my eight years. This policy has been in place for the benefit of understanding in advance for our guest. We do consider request and do a very nice job of meeting those requests, however with limited King Size guest rooms and the variables associated with undetermined check out dates, we believe as many hotel operations, determined attempts to meet guest requests is the best approach. This procedure is actually designed to eliminate guest dissatisfaction. I would like to also respectfully emphasize, we are not obligated by franchise mandates and after 39 years of successful business operations feel no need to modify.
2. Upon receiving C M's water complaint we did investigate several rooms throughout the building to determine if we had experienced any water related issues. We were unable to check his initial room based on a guest had already checked into the room however we were able to check several rooms on the same floor, and random rooms vacant throughout the building. We detected zero problems and furthermore did not receive any guest complaint or comment from any other room before, during and after his departure. However as a precaution, we did speak to City officials at this time and they verified no systematic problems were present. Upon receipt of this complaint, I requested a water test to be completed to include water inside of our facility. According to utility department, we have excellent water. (Please feel free to contact Mr. Steve Rousch with City of Oconomowoc - 262-424-8575)
3. C M was moved to a different room from his initial water related problem room. After at least 24 hours he reported an electrical outlet problem in his new room, which is peculiar based on his penchant for detail. Upon report, I deployed maintenance to correct the problem. Subsequently we discovered his fire detection equipment was removed. I will provide you the fact our annual inspection was performed in April 2012 and that specific room passed all inspections as well as our entire property. From an operations stand point, we inspect all guest rooms frequently and firmly believe that a missing fire detector would be an obvious sight and of course would be rectified prior to any guest checking in to room. Over eight years, this is the first and only report of a missing detector. I encourage you to speak to Tim Fleming whose company has performed fire inspections for many years. I believe his acknowledgement and understanding of our business safety practices will support our position this claim is frivolous.
Flemings Fire I, Inc
W334 N6956 Stone Bank Rd
Oconomowoc, WI 53066
In closing, we respect C M as a guest and regret he was not satisfied with our property. We satisfy thousands of guests on annual basis and continue to adapt to the market, guest trends and service techniques. Unfortunately we also understand we can not satisfy all guests even though we try. It appears, based on a lack of sequential and sufficient evidence, our refusal to refund money escalated his frustration. We do not feel we misled, were untruthful or deceptive in any manner.
If I may provide you with further information please feel free to contact me at 262-369-4961. Thank you for your time and consideration,
Michael R. Barton
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.