Dear Jenna B,

Thank you for providing feedback regarding your stay at the Villa Motel.

I apologize that we are a limited service motel and can not provide service 24/7. Our housekeepers start their shift at 9am and usually leave in the early afternoon. You notified us about the wet bed during the evening and I sincerely apologize that our housekeeping staff was unavailable during those hours for your needs. A complimentary secondary room was provided to you due to the lack of our housekeeping staff during the evening. It is my assumption that we had tried to our best ability to provide hospitable service.

All rooms are outfitted with two sets of towels that include two bath towels, two face towels, two hand towels, and a bath mat. However, more towels are available at the front desk.

I'd like to address the issue of cigarette odor in the room. The previous guests who stayed in your room checked out about a week prior to your arrival. Due to their extended length of stay, it is our procedure to do a deep cleaning with a housekeeping manager signing off to verify that the room meets our standards. There was no odor present at this time nor has there been another guest who checked into that room before you. I would suggest in the future, if you check into a room with a strong smoking odor that you notify the front desk to avoid charges. Also, while traveling with children, I'd like to suggest that odor of this nature is not healthy for them and a room change should of been requested upon check in.

During a phone call about this issue, you stated that there were minor odors in the room as the heater heated the room, so did the smoking odor. We have investigated the heater and have found no reason as to why or how a heater would produce a cigarette odor.

Since it is Winter season and this being a group reservation, our staff went to all the rooms to ensure the windows were closed and to set the room temperature from 15 to 20 degrees celcius.

Your room has been checked twice by two different managers between the previous stay and your stay. We always try our best to ensure a comfortable stay for all our reservations.

On your checkout date, our housekeepers noticed a strong smoking odor in your room. Our procedure is to check the surrounding rooms to pinpoint the source and extent of damage. We had checked the adjacent rooms as well as the rooms below and none of them shared the characteristics of a smoking odor.

Even today, Jan. 12th, the room is still out of order due to the smoking odor.

It is very unfortunate that you were unable to enjoy our continental breakfast. However, we have always displayed and responded that our breakfast is served 8:00 AM till 10:00 AM daily.

Kind regards,
Frank S.