Wintergreen Resort & Conference Center

Thank you for contacting us and giving us a chance to respond to the complaint.Obviously we are aware of this situation and I have spoke with my staff in great detail regarding it.Here is our understanding of the events.It is our standard policy to provide stay over cleaning service to all of our guestsIf this did not occur we were never made aware of it or given the opportunity to look into it or resolve it.Upon the day of checkout our housekeeping staff observed the guests carrying their luggage out to their car multiple times at approximately 10:am or shortly afterOfficial checkout time is am,however if housekeepers see that guests appear to have departed they may enter the room at that time since guests do not always officially checkout at the front deskOur housekeepers knocked onthe doorThere was no answer so they entered the roomUpon entering the room they found that it was empty with no sign of the guests and the room appeared to be emptyThey began to pile thedirty linen and restock the room in preparation to clean itDuring this time they did find a shirt and another small item, which they placed in a bag with a note of the room number, which is our procedure for lost and found itemsWithin five minutes the male adult guest re-entered the roomHe questioned the housekeepers about why they had entered the room, stating that they had not checked our yetThe housekeepers apologized and explained, and then the guest began to demand where his tablet wasThe housekeepers explained to him that they had not seen a tablet and he began to yell at them and accuse them of stealing itAt one point the guest put two hands on one of the housekeeper's chest and pushed him quite forcefullyThe guest threatened to call the police and the housekeeper urged him to do soBoth housekeepers stayed in the room while he called the police and waited with him for the police to arriveOne of our hotel managers was alerted and arrived in the room to wait with the guest and our housekeepersThe police arrived and our staff offered to strip the room and help search for the tabletThe room was stripped with everyone present and the linens remained in the roomThe police asked our staff to step into the hallway so they could converse with them, and our staff did as requestedDuring that time the male adult guest was left alone in the roomAfter a minute he exclaimed that he found the tabletWe were later told that he found it under the box spring inside the wooden frame of one of the bedsDuring this time the female adult guest was walking back and forth from the room to the desk telling any guests she encountered that they should leave because we would steal their thingsThe police then asked if he could speak with our staff in private and the hotel manager brought the two housekeepers and the police officer to our business officeThe officer proceeded to question our housekeepers and informed them that the guest was accusing them of hiding the tablet under the mattress so it would be forgotten and our housekeepers could then steal itOur housekeepers explained to the officer all that I have explained here and were fully cooperative the entire timeDuring the time that the officer questioned the female adult guest went to our front desk and became very disruptiveShe demanded to speak to a manager,who was with the police officersShe cut in front of multiple other guests and began yelling at them that we will steal their belongings and making a sceneOur front desk supervisor was unable to calm her and needed to have the police officers remove herThe officers escorted the guests outside with our managerShe then began to explain that she is a single mother who cannot afford many vacations and usually a hotel would offer her monetary compensation at this pointThe police escorted the guests to their carShe has since contacted us by phone multiple timesThe last person that she spoke with, our reservationist, asked her what it is she wants us to do for her and she responded that she wants monetary compensation and nothing else will satisfy herShe was informed that there would be no monetary compensation but she continues to leave messages for our management staff demanding that we speak with herIt should also be noted that multiple times one of the guest's daughters told several of our staff not to worry about it because this happens regularly.We believe that throughout these events our staff remained professional and did what we could to satisfy the guestWe hope that this letter fully explains the matter, but we ask that you feel free to contact us with any further questionsThank you again for giving us the opportunity to address this complaint.Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I am writing my response to the Wintergreen Resort via my work email so you can see in fact I am employed by a very reputable company (please do not share my email address with the hotel) because I have come to the conclusion that this once wonderful hotel is now run by crooksI can’t believe this manager did not once take the time to talk to me and is listening to their crooked hotel staff How would the hotel staff know my vacation history? While it is true that I will be working on a big project that is preventing me from taking any more vacation this year, and this hotel did destroy this vacation for me, I do not go around scamming hotels for money I have stayed at this hotel in the past, and I am attaching pictures of their hotel, this year, previous year and the Carnival (which was a sister hotel of this hotel before this was sold to MtOlympus in by the Wintergreen Hotel chain) I never once had an incident in prior stays They have lost a long time returning customer My friend and I had rooms in this hotel this past Memorial Day weekend, four booked together last January, one separatelyI did not get escorted out of the hotel by police, I called the police on the hotel to report the theft The staff was immediately rude to me, admitted that they accidently highlighted my room for cleaning, and did not once apologizeThey should not have been in my room in the first place This was their errorThey even told me they had me highlighted as checked out on their listWhy were they in my room taking my things before I checked out? Hotels do not enter your room on check out day until you check out..NEVER! When the police arrived they immediately went up to one of the employees and said that he has talked to him before, and at that time I learned of another incident that happened at that hotel over money and from what I over-heard it was returned to that customerI can understand the hotel not wanting to reimburse meBut I would think they would at least apologize for their errors and eliminate their maid who is a thief and the rude front desk employee I was supposed to meet the rest of the group at Circus World prior to returning home and ended up missing the circus and the magic show which I had passes for already and can’t go another time which is why I think I deserve reimbursement for this rude staff This experience was horribleI will not go back to this hotel, and neither will the other professionals (all who work at large companies and are CPAs and Engineers) How dare they insult my single mom statusI have accomplished more with my life than any of that staff What does my status as a single mom have to do with any of this? They do not know my income, past vacations? Does my single mom status give them a right to attempt to steal from me and treat me with disrespect and lie? My boyfriend was not alone in the room I was with him when the tablet was found underneath the box spring of the bed, not the mattressWe are very lucky that we found itThe employee hid this there knowing if he could come back later to get it My boyfriend did not assault anyone if he did he would have been arrested! My daughter did not run around the hotel saying anything?! Her and my son were taking selfies with the penguin and were upset they were missing Circus World I did not barge in front of other customers, this is untrueI really don’t care as much about being reimbursed, but I want to ensure this doesn’t happen to future guests as these employees should not treat good returning customers in this manner I have never complained at this hotel in the past, and I have stayed there almost every Memorial Day weekend for the past several years That will not happen again I don’t understand why they would want to employ a thief that is most likely stealing from them tooThe only reason I filed the complaint with the Revdex.com is that the front desk staff would not give me a manager name and number to call at a later date and the police gave me a Revdex.com form and told me to file the complaint but I found out I could do it online Why doesn’t this hotel have “Do Not Disturb” signs so that guests can indicate that they do not want visitors This hotel should have been protecting me from this intrusion to my belongings not causing the intrusionI have never had a bad experience like this at a hotel, NEVERThis past year alone I have stayed at Hyatt, LaQuinta, Red Roof INN, Super8, too however these were not vacation stays but emergencies and I paid for the rooms, and did not have any issues I am not sure how this hotel made such a horrible change in service in just one year from my last visitAttached is a reference to the police report in question I have ordered it but I have to wait to receive it in the mail If what the hotel is saying was true both my boyfriend and I would have been arrested, which did not happen Kind Regards, [redacted] ***Single Mom and proud Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am writing my response to the Wintergreen Resort via my work email so you can see in fact I am employed by a very reputable company (please do not share my email address  with the hotel) because I have come to the conclusion that this once wonderful hotel is now run by crooks. I can’t believe this manager did not once take the time to talk to me and is listening to their crooked hotel staff.   How would the hotel staff know my vacation history?  While it is true that I will be working on a big project that is preventing me from taking any more vacation this year, and this hotel did destroy this vacation for me, I do not go around scamming hotels for money.  I have stayed at this hotel in the past, and I am attaching pictures of their hotel, this year, previous year and the Carnival (which was a sister hotel of this hotel before this was sold to Mt. Olympus in 2013 by the Wintergreen Hotel chain).  I never once had an incident in prior stays.  They have lost a long time returning customer.  My friend and I had 5 rooms in this hotel this past Memorial Day weekend, four booked together last January, one separately. I did not get escorted out of the hotel by police, I called the police on the hotel to report the theft.  The staff was immediately rude to me, admitted that they accidently highlighted my room for cleaning, and did not once apologize. They should not have been in my room in the first place.  This was their error. They even told me they had me highlighted as checked out on their list. Why were they in my room taking my things before I checked out? Hotels do not enter your room on check out day until you check out..NEVER!  When the police arrived they immediately went up to one of the employees and said that he has talked to him before, and at that time I learned of another incident that happened at that hotel over money and from what I over-heard it was returned to that customer. I can understand the hotel not wanting to reimburse me. But I would think they would at least apologize for their errors and eliminate their maid who is a thief and the rude front desk employee.   I was supposed to meet the rest of the group at Circus World prior to returning home and ended up missing the circus and the magic show which I had passes for already and can’t go another time which is why I think I deserve reimbursement for this rude staff.  This experience was horrible. I will not go back to this hotel, and neither will the other professionals (all who work at large companies and are CPAs and Engineers).   How dare they insult my single mom status. I have accomplished more with my life than any of that staff.   What does my status as a single mom have to do with any of this?  They do not know my income, past vacations? Does my single mom status give them a right to attempt to steal from me and treat me with disrespect and lie? My boyfriend was not alone in the room I was with him when the tablet was found underneath the box spring of the bed, not the mattress. We are very lucky that we found it. The employee hid this there knowing if he could come back later to get it.  My boyfriend  did not assault anyone if he did he would have been arrested! My daughter did not run around the hotel saying anything?! Her and my son were taking selfies with the penguin and were upset they were missing Circus World.  I did not barge in front of other customers, this is untrue. I really don’t care as much about being reimbursed, but I want to ensure this doesn’t happen to future guests as these employees should not treat good returning customers in this manner.  I have never complained at this hotel in the past, and I have stayed there almost every Memorial Day weekend for the past several years.  That will not happen again.  I don’t understand why they would want to employ a thief that is most likely stealing from them too. The only reason I filed the complaint with the Revdex.com is that the front desk staff would not give me a manager name and number to call at a later date and the police gave me a Revdex.com form and told me to file the complaint but I found out I could do it online.  Why doesn’t this hotel have “Do Not Disturb” signs so that guests can indicate that they do not want visitors.  This hotel should have been protecting me from this intrusion to my belongings not causing the intrusion. I have never had a bad experience like this at a hotel, NEVER. This past year alone I have stayed at Hyatt, LaQuinta, Red Roof INN,  Super8, too however these were not vacation stays but emergencies and I paid for the rooms, and did not have any issues.  I am not sure how this hotel made such a horrible change in service in just one year from my last visit. Attached is a reference to the police report in question.  I have ordered it but I have to wait to receive it in the mail.  If what the hotel is saying was true both my boyfriend and I would have been arrested, which did not happen.  Kind Regards, [redacted]Single Mom and proud
Regards,
[redacted]

Thank you for contacting us and giving us a chance to respond to the complaint.Obviously we are aware of this situation and I have spoke with my staff in great detail regarding it.Here is our understanding of the events.It is our standard policy to provide stay over cleaning service to all of our...

guests. If this did not occur we were never made aware of it or given the opportunity to look into it or resolve it.Upon the day of checkout our housekeeping staff observed the guests carrying their luggage out to their car multiple times at approximately 10:30 am or shortly after. Official checkout time is 11 am,however if housekeepers see that guests appear to have departed they may enter the room at that time since guests do not always officially checkout at the front desk. Our housekeepers knocked onthe door. There was no answer so they entered the room. Upon entering the room they found that it was empty with no sign of the guests and the room appeared to be empty. They began to pile thedirty linen and restock the room in preparation to clean it. During this time they did find a shirt and another small item, which they placed in a bag with a note of the room number, which is our procedure for lost and found items. Within five minutes the male adult guest re-entered the room. He questioned the housekeepers about why they had entered the room, stating that they had not checked our yet. The housekeepers apologized and explained, and then the guest began to demand where his tablet was. The housekeepers explained to him that they had not seen a tablet and he began to yell at them and accuse them of stealing it. At one point the guest put two hands on one of the housekeeper's chest and pushed him quite forcefully. The guest threatened to call the police and the housekeeper urged him to do so. Both housekeepers stayed in the room while he called the police and waited with him for the police to arrive. One of our hotel managers was alerted and arrived in the room to wait with the guest and our housekeepers. The police arrived and our staff offered to strip the room and help search for the tablet. The room was stripped with everyone present and the linens remained in the room. The police asked our staff to step into the hallway so they could converse with them, and our staff did as requested. During that time the male adult guest was left alone in the room. After a minute he exclaimed that he found the tablet. We were later told that he found it under the box spring inside the wooden frame of one of the beds. During this time the female adult guest was walking back and forth from the room to the desk telling any guests she encountered that they should leave because we would steal their things. The police then asked if he could speak with our staff in private and the hotel manager brought the two housekeepers and the police officer to our business office. The officer proceeded to question our housekeepers and informed them that the guest was accusing them of hiding the tablet under the mattress so it would be forgotten and our housekeepers could then steal it. Our housekeepers explained to the officer all that I have explained here and were fully cooperative the entire time. During the time that the officer questioned the female adult guest went to our front desk and became very disruptive. She demanded to speak to a manager,who was with the police officers. She cut in front of multiple other guests and began yelling at them that we will steal their belongings and making a scene. Our front desk supervisor was unable to calm her and needed to have the police officers remove her. The officers escorted the guests outside with our manager. She then began to explain that she is a single mother who cannot afford many vacations and usually a hotel would offer her monetary compensation at this point. The police escorted the guests to their car. She has since contacted us by phone multiple times. The last person that she spoke with, our reservationist, asked her what it is she wants us to do for her and she responded that she wants monetary compensation and nothing else will satisfy her. She was informed that there would be no monetary compensation but she continues to leave messages for our management staff demanding that we speak with her. It should also be noted that multiple times one of the guest's daughters told several of our staff not to worry about it because this happens regularly.We believe that throughout these events our staff remained professional and did what we could to satisfy the guest. We hope that this letter fully explains the matter, but we ask that you feel free to contact us with any further questions. Thank you again for giving us the opportunity to address this complaint.Sincerely,[redacted]

Review: Front desk would not give me a manager. Insulted me was rude did not apologize. Maids did not clean my room one one night but entered prior to check out as we took one trip to the car. Ruined my vacation. Kids had to miss circus world because we had to call the police and finally found our missing tablet that the maid moved under the box spring.Desired Settlement: Employees should be fired. I have stayed at this hotel for the past 4 years aND my kids love it but you can't have employees who harass and steal from customers. Beyond the attempted theft the treatment was awful and the police told me to file a complaint with the Revdex.com

Business

Response:

Thank you for contacting us and giving us a chance to respond to the complaint.