Operating a motel is a delicate business. We mustensure that all guests enjoy a quiet, peaceful stay,even if it results in resentment from individuals whobehave without regard to others.The conflict with the guest who wrote this review wasa result of enforcing such standards for the benefitof our other guests. Public intoxication late in thenight and disrupting other guests is something ourstaff must deal with, even (as we are fully aware) ifit results in a bad review and expression ofresentment.Our reply to his complaints in the review are below:We do not charge extra for non-smoking rooms. We onlyask for a refundable deposit to ensure non-smokingrooms stay non-smoking. All rooms available online arenon-smoking. If this guest reserved his room online,how would he know whether he was charged extra for anon-smoking room?The roof was not leaking. It would not convenientlywait for the guest to arrive to begin leaking. Ifthere was any physical problem with the room, we wouldbe happy to provide other rooms to our guests - movinga guest to another room is a far wiser businessdecision than a dissatisfied guest. We assume this iscommon sense.The building is no closer to 4th Avenue than any otherhotel in downtown. Because it is downtown, there istraffic. However, if this guest had trouble sleeping,it had nothing to do with traffic, but the fact he wasintoxicated and roaming around the building causingdisruptions. If traffic noise was so bad that guestscould not sleep, we would obviously be out ofbusiness, not going on year 15.Just as with any city, roaming around late at nightalone and intoxicated should be scary. Yes, there is a homeless shelter a few blocks away.Other neighbors of this shelter include the Sheraton,and at least 3 other midsize hotels. Most cities inthe United States have homeless shelters downtown. Wedo not have homeless people wandering the streetsbothering hotel guests. Our building is not as nicely decorated as the Hiltonor other hotels which cost 2-3 times more per night.However, we do everything we can to ensure our guestsare provided with clean and comfortable rooms, peace,quiet, safety, a friendly and helpful staff, and agreat price. If our building was as lavishly decoratedand updated as those other major hotels, we would notbe able to provide discounted rates to our guests.There are always trade-offs to getting the best price,and as smart consumers, we expect our guests to befully aware of this.The free nature of the web allows anyone to write justabout anything about businesses for any reason. Asbusiness operators, we can only ask readers toconsider what is unsaid in a review as well as what issaid. Every business tries hard to satisfy theircustomers. However, businesses such as motels oftenrun into situations where they must enforce rules forthe benefit of all other guests.