Action News helps Henderson woman with hotel complaint

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Action News helps Henderson woman with hotel complaint

By Daniel Gutierrez. CREATED Jan 10, 2014

Henderson, NV (KTNV) -- A lot of the complaints we hear about at Action News, involve poor customer service.

One Henderson woman did everything she could to resolve an issue with a local business. But when she hit a dead end, she reached out to Contact 13's Call for Action volunteers.

"I felt that nobody could help me. I was at my wits end," said Teddy Osantowski.

She said she did everything to try and get a refund from a valley hotel. It all started last August, when the air conditioning went out at her Henderson home, "I couldn't stay here. It was too hot."

While her husband tried getting the A/C fixed, she flipped through the telephone directory and found a room.

"It was cheaper to register by the month rather than by the day. So I didn't know how long I was going to be there. So I registered for the month," said Teddy.

She paid more than $900. But after the first night there, she said she woke up and wasn't feeling well, "I was all clogged, and I had to go to Urgent Care because I could hardly breath."

It turns out, there was a major problem with her non-smoking room, "All the fabric in the room, the carpeting, their drapes had smoke residue."

After getting a prescription antihistamine from the doctor, she went back to the hotel to speak with the manager. He offered her another room, but it was on the second floor and the hotel didn't have an elevator.

"And I said, but I can't climb the stairs. And he said well that's all I have. And then I said well then I can't stay here. You'll have to refund the money," said Teddy.

She said he was going to need some time to arrange that through his corporate office. In the meantime, she checked into another hotel and patiently waited for her money.

"Months later, there was no response," said Teddy.

That's when she decided to reach out to Contact 13's Call for Action. Our volunteers got in touch with with the hotel's regional manager, who mailed Teddy a refund check.

"Thank you. Thank you because it was kind of inconceivable that something like that could be resolved so quickly, when I had tried for so long and had gotten no where," said Teddy.

So here's the Contact 13 bottom line: When you stay at any hotel, read the fine print. In Teddy's case, she agreed to a non-refund policy. But in the end, the hotel agreed they failed to provide her with the service she paid for.

If you're not getting the help you need, don't be afraid to talk to as many people as it takes.

If all else fails, we've got your back Southern Nevada. Call our Call for Action volunteers at (702) 368-2255, anytime between 11 a.m. and 1 p.m., Monday through Friday.