Hi there,

First of all, I would sincerely like to apologize for this negative experience which you had endured through with our property. I spoke to my clerk who had checked you in, and it was not his intention to be rude, and I personally clarified that with him... I'm very confident that it was a misunderstanding when it came to the communication level with him and you as the guest... Regardless, I made sure with him that our goal is to always strive to treat each and every guest with the UTMOST respect at all times. And I am very sorry for this shortcoming, and will take the blame for this. Secondly, it was very unfortunate that the T.V. was missing because we were unable to find a replacement remote for that particular T.V. after you had notified us that the remote wasn't working. Therefore at that specific time, we were trying our level best to replace the T.V. with a working remote... And that was the reason it was missing when you walked in. I'm very sorry we did not communicate this aspect with you, and I did notify my staff regarding this matter. Initially, you had notified us that you really had to have the remote, and so we had little choice but to switch you to a different room because of our goal of fulfilling your request in the most positive manner at that time being... Sorry and we did not intend to make this an inconvenient process for you at all. Furthermore, I will also take the blame for us not offering to give our help in making the bed with the fresh sheets we had offered... I have already gotten on to my staff regarding this matter, as well. I can understand the frustration which is built up within you as our guest, and we are all truly and extremely sorry regarding our shortcomings.

As per my conversation with your mother, I refunded the 3rd night's stay with us, and I also sent my sincere apologies to her as well... And she was very understanding of my explanations regarding the situations and she had accepted my apology and refund.

And then a while afterwards, you had called in to my front desk associate demanding to speak with me... And so I received the message and returned your call right away. During our conversation, I had notified you that I had already resolved the issue with your mother, and she had accepted my apology and refund for the 3rd night's payment... But then all of a sudden you lost your temper and demanded a full refund for the entire stay. I had notified you that I had already resolved the issue with your mother, since she was the primary guest staying with us. And it was then when you started yelling, threatening, and cursing me during our conversation. And after facing that abusive language & temper that was thrown at me from your behalf, there was little I could do to help you.

Moreover, I am still sincerely and greatly sorry for this negative experience and I am more than happy to resolve this issue if your mother or yourself would like to contact me at the property. My duty is NOT to leave you disappointed and I request your understanding regarding this matter. I am here for you, as our invaluable guest.

Sonny Ismail
Days Inn & Suites Dallas/Plano