Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ Mr [redacted] , I apologize for the delayI received this complaint on my return from [redacted] as well have also received your electronic comment card that we send out after each guest stay with usAs you know, I do have someone monitoring my emails during my absence, and I believe you have already been contacted by [redacted] and compensated for your challenges I am very sorry to hear that you were dissatisfied with your recent stayI have personally spoken with food and beverage manager and Chef, to which I am assured that they have taken the necessary action within their department to ensure that the shortfalls you encountered do not happen again in the futureOur managers were quite concerned about the service issues you commented on and will be using your letter as reference in some upcoming customer service training scheduled I know that this does not help the upsetting experience that you encountered during what should have been a memorable visitThis is not typical of our service levels and does disappoint me tremendouslyBut please understand that we have heard your complaints and are honestly attempting to ensure that in a moment of misunderstanding in the back of the house, needs to not reach the customer level Based on my briefing from my acting General Manager, [redacted] , it is my understanding that during your conversation, you agreed on an appropriate compensation as a gesture of goodwill Again, please accept my sincere apologies for your disappointing experience We look forward to welcoming you back in the near future Sincerely [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would simply like to have the money I was charged to spend a sleepless nite at the resort refunded to my credit card They must understand we was up all nite looking for another place to go when we shouldn't of had to and all the rest of the inconvenience of having to pack what was just unpacked for a nite stay along with all the other wonderful things we had to deal withSo no I am certainly not satisfied I want full reimbursement ! Regards Final Business Response / [redacted] (4000, 10, 2015/09/15) */ Mr [redacted] , We do understand and apologize that you were frustrated with the miscommunication on the evening you were visiting us, we do feel that we have adequately compensated for your challenges It is true, our policy is that we do not deliver room service to the chalets as they are outside the main building as it will alter the food and service quality for our guestsHowever, seeing it was a special occasion, the reservation agent felt we could make an exception this one timeUnfortunately, there was some mis- communication and this request was overlooked, hence the confusion As our rooms division manager stated when she spoke to you directly, we take responsibility for this miscommunication and frustration we caused during your dining experienceTherefore, we did compensate you for this experience However; as you stated on your call, there were no problems with your waterfront chaletTherefore we felt that compensation was not applicable for the roomThough we able and prepared to provide acceptable overnight accommodation, we did reduce the night package price to one night when you checked out early despite our hour cancellation policy As suggested by the Revdex.com , the complainant and business should find a common groundIt is our position that we have done so, with the reduction of the two night accommodation package to a one night fee, and the compensation for the dining experience that we admittedly had some challenges with regarding delivery Sincerely [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ Mr [redacted] , I apologize for the delayI received this complaint on my return from [redacted] as well have also received your electronic comment card that we send out after each guest stay with usAs you know, I do have someone monitoring my emails during my absence, and I believe you have already been contacted by [redacted] and compensated for your challenges I am very sorry to hear that you were dissatisfied with your recent stayI have personally spoken with food and beverage manager and Chef, to which I am assured that they have taken the necessary action within their department to ensure that the shortfalls you encountered do not happen again in the futureOur managers were quite concerned about the service issues you commented on and will be using your letter as reference in some upcoming customer service training scheduled I know that this does not help the upsetting experience that you encountered during what should have been a memorable visitThis is not typical of our service levels and does disappoint me tremendouslyBut please understand that we have heard your complaints and are honestly attempting to ensure that in a moment of misunderstanding in the back of the house, needs to not reach the customer level Based on my briefing from my acting General Manager, [redacted] , it is my understanding that during your conversation, you agreed on an appropriate compensation as a gesture of goodwill Again, please accept my sincere apologies for your disappointing experience We look forward to welcoming you back in the near future Sincerely [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would simply like to have the money I was charged to spend a sleepless nite at the resort refunded to my credit card They must understand we was up all nite looking for another place to go when we shouldn't of had to and all the rest of the inconvenience of having to pack what was just unpacked for a nite stay along with all the other wonderful things we had to deal withSo no I am certainly not satisfied I want full reimbursement ! Regards Final Business Response / [redacted] (4000, 10, 2015/09/15) */ Mr [redacted] , We do understand and apologize that you were frustrated with the miscommunication on the evening you were visiting us, we do feel that we have adequately compensated for your challenges It is true, our policy is that we do not deliver room service to the chalets as they are outside the main building as it will alter the food and service quality for our guestsHowever, seeing it was a special occasion, the reservation agent felt we could make an exception this one timeUnfortunately, there was some mis- communication and this request was overlooked, hence the confusion As our rooms division manager stated when she spoke to you directly, we take responsibility for this miscommunication and frustration we caused during your dining experienceTherefore, we did compensate you for this experience However; as you stated on your call, there were no problems with your waterfront chaletTherefore we felt that compensation was not applicable for the roomThough we able and prepared to provide acceptable overnight accommodation, we did reduce the night package price to one night when you checked out early despite our hour cancellation policy As suggested by the Revdex.com , the complainant and business should find a common groundIt is our position that we have done so, with the reduction of the two night accommodation package to a one night fee, and the compensation for the dining experience that we admittedly had some challenges with regarding delivery Sincerely [redacted]