Adrift Hotel & Spa

Complaint: [redacted] I am rejecting this response because:When I called to make the reservation I explained our situation; it was our wedding anniversary, my husband was recovering from cancer treatments and the recent unexpected loss of his father The woman that helped me with the reservation was kind and told us we would be on the 3rd floor with an ocean view We arrived and were very pleased with our room, although it was on the 2nd floor, not the 3rd We went for a nice family walk on the beach with our ten year old daughter to find that upon our return the entire second floor of our room was engulfed by a thick, possibly carcinogenic, cloud of greasy airWe immediately called the front desk and asked about the situation with the smell and let them know that it was so strong that it was difficult to breathe They suggested we pack everything back up and head to the lobby We waited awhile while their team helped other customers When they finally got to us, they told us they were booked that evening and there was only one other room available It was pouring rain by that point, so we packed up the car and drove to the other buildingUpon entering the new room, it was basically a cheap motel room with a couple things upgraded I immediately when back to the front desk to tell them that the room was really bad Since there were no other rooms, and they had already given our original room away, she offered a bottle of wine, I accepted and thanked her but also asked for a cheaper rate since we were clearly in the “motel” section with inconsistent temperature of water, cigarette burns all over the bathtub (which I refused to allow my daughter to bathe in), a bottom floor view of the parking lot and inadequate lighting It was really depressingI provided feedback twice when I was at their business Once about the toxic fumes on our floor and then about the dismal quality of the only other choice they had available I asked for a reduction in our rate, she said she would talk to a manager about it, but in the meantime she gave us a complimentary bottle of wine And a third time by writing them a formal letter dated and mailed October 18th, I am a small business owner, mother of a year old and wife and caretaker of my husband who’s recovering from cancer I received their survey in an email and I was about to fill it out but I thought filling out an online survey seemed to generic and contrived Instead, I decided to take out some time to write their management team a well thought out account of our experience at their establishment I mailed it out in October 18th, explaining that I expected feedback and a partial if not full reimbursement of our stay I explained that I would give them time to respond, and if they failed to reach out, I would contact the Revdex.com and write a yelp review of our experience Clearly time has passed while I have been the main care taker of my daughter and my husband while he recovers from cancer and the grief of losing his father, maybe it’s not as timely as they would like, but it’s the best I can doI worked in management for years and I have never experienced such poor customer service from a business This message in response to my original complaint is a lot of finger pointing and blaming that makes me, the consumer; seem that I am in the wrong by reaching out and trying to make this experience right Adrift Hotel claims: “It was her choice to change rooms.” It was my choice to change rooms because it’s my responsibility as a parent to protect my child and make sure that she’s breathing safe air Maybe I should be contacting the health department to find out why their hotel and restaurant kitchen is not properly ventilated for the safety of their guestsI believe that it is reasonable for The Adrift Hotel to refund the full amount of our hotel stay This wrong needs to be made right with proper and reasonable customer serviceThis sentence was included in the response from The Adrift Hotel: “A guest survey was emailed to MsS [redacted] on Sept20, 2016.” I’m not sure who MsS [redacted] is, but if they are copy and pasting responses back to unhappy consumers, they should make sure they have the correct consumer they are originally addressing Sincerely, [redacted]

May 16, 2017Revdex.com [redacted] Revdex.com Resolutions Consultant [redacted] ***Dear Ms [redacted] :We are responding to your email that we received from the Revdex.com, on May 12, 2017, regarding guest [redacted] , who stayed at Adrift Hotel on Sept- 17, 2016.Ms [redacted] was checked into the Ocean Front King room, located on the 2nd floor as per her reservationThere was no note in our reservation system to indicate that she was guaranteed a 3rd floor roomOur Oceanfront King rooms are located on both the 2nd and 3rd floors in our West buildingOur policy is usually to not pre-assign rooms prior to guests chebecause it’s based on availabilityWe only pre-assign rooms based on various factors such as: rooms that have special apackages, or length of stay, which Ms [redacted] ’s stay did not meet either criteria.Upon arriving in her room, Ms [redacted] complained about the smell of food coming from our restaurant, Pickled Fish, located on the 4th floorOur team informed her that we were booked for the weekend, and the only other available room was room East King -- this room is located in the building adjacent to the West buildingMs [redacted] agreed to the room change, and for her inconvenience we offered her a complimentary bottle of wine, which she accepted.Ms [redacted] did not provide any other feedback to our team during her stay, and checked out on Sept17, 2016, paying her room charges in full without any other feedbackIn her complaint to the Revdex.com, she indicated that she “talked to the company” on Oct18, 2016, and that she emailed and sent us a letter; however, we do not have a record of this claim in our system, as it’s our practice to record such guest interactions.Additionally, as our standard guest services practice, Adrift sends survey to guests who stay with us to get their feedback in order for us to make continuous improvementsA guest survey was emailed to MsS [redacted] on Sept20, Our report tracking indicates that she received and clicked on the email on Oct4, 2016; however, she did not complete the survey.This complaint is eight months old from the time Ms [redacted] stayed with usWe provided to her the room type that she booked, which she opted not to stay in, and instead, agreed to our suggested room change -- that was her choice she did not have to move We feel there’s been plenty of opportunities to her reach out to us about her experienceA such, we believe that her stay with us was settled accordingly because when she checked out, she provided no other feedback since that would have been the most effective opportunity for us to to talk to her in personAdditionally, she also opted not to respond to our guest survey, which would have elevated her feedback to our managers, who would have contacted her to remedy outstanding concerns soon after her departure.Sincerely, Adrift Hotel

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The name and address that the check can be written to is: [redacted] [redacted] Thanks you and Sincerely, [redacted]

We are awaiting the address that the guest would like us to mail the check along with name on checkThanks Linh

Complaint: [redacted]
I am rejecting this response because:When I called to make the reservation I explained our situation; it was our wedding anniversary, my husband was recovering from cancer treatments and the recent unexpected loss of his father.  The woman that helped me with the reservation was kind and told us we would be on the 3rd floor with an ocean view.  We arrived and were very pleased with our room, although it was on the 2nd floor, not the 3rd.  We went for a nice family walk on the beach with our ten year old daughter to find that upon our return the entire second floor of our room was engulfed by a thick, possibly carcinogenic, cloud of greasy air. We immediately called the front desk and asked about the situation with the smell and let them know that it was so strong that it was difficult to breathe.  They suggested we pack everything back up and head to the lobby.  We waited awhile while their team helped other customers.  When they finally got to us, they told us they were booked that evening and there was only one other room available.  It was pouring rain by that point, so we packed up the car and drove to the other building. Upon entering the new room, it was basically a cheap motel room with a couple things upgraded.  I immediately when back to the front desk to tell them that the room was really bad.  Since there were no other rooms, and they had already given our original room away, she offered a bottle of wine, I accepted and thanked her but also asked for a cheaper rate since we were clearly in the “motel” section with inconsistent temperature of water, cigarette burns all over the bathtub (which I refused to allow my daughter to bathe in), a bottom floor view of the parking lot and inadequate lighting.  It was really depressing. I provided feedback twice when I was at their business.  Once about the toxic fumes on our floor and then about the dismal quality of the only other choice they had available.  I asked for a reduction in our rate, she said she would talk to a manager about it, but in the meantime she gave us a complimentary bottle of wine.  And a third time by writing them a formal letter dated and mailed October 18th, 2016.   I am a small business owner, mother of a 10 year old and wife and caretaker of my husband who’s recovering from cancer.  I received their survey in an email and I was about to fill it out but I thought filling out an online survey seemed to generic and contrived.  Instead, I decided to take out some time to write their management team a well thought out account of our experience at their establishment.  I mailed it out in October 18th, 2016 explaining that I expected feedback and a partial if not full reimbursement of our stay.  I explained that I would give them time to respond, and if they failed to reach out, I would contact the Revdex.com and write a yelp review of our experience.  Clearly time has passed while I have been the main care taker of my daughter and my husband while he recovers from cancer and the grief of losing his father, maybe it’s not as timely as they would like, but it’s the best I can do. I worked in management for 15 years and I have never experienced such poor customer service from a business.  This message in response to my original complaint is a lot of finger pointing and blaming that makes me, the consumer; seem that I am in the wrong by reaching out and trying to make this experience right.  Adrift Hotel claims: “It was her choice to change rooms.”   It was my choice to change rooms because it’s my responsibility as a parent to protect my child and make sure that she’s breathing safe air.  Maybe I should be contacting the health department to find out why their hotel and restaurant kitchen is not properly ventilated for the safety of their guests. I believe that it is reasonable for The Adrift Hotel to refund the full amount of our hotel stay.  This wrong needs to be made right with proper and reasonable customer service. This sentence was included in the response from The Adrift Hotel: “A guest survey was emailed to Ms. S[redacted] on Sept. 20, 2016.”  I’m not sure who Ms. S[redacted] is, but if they are copy and pasting responses back to unhappy consumers, they should make sure they have the correct consumer they are originally addressing.
Sincerely,
[redacted]

May 16, 2017Revdex.com[redacted]Revdex.com Resolutions Consultant[redacted]Dear Ms. [redacted]:We are responding to your email that we received from the Revdex.com, on May 12, 2017, regarding  guest [redacted], who stayed at Adrift Hotel on Sept. 16 - 17, 2016.Ms....

[redacted] was checked into the Ocean Front King room, located on the 2nd floor as per her reservation. There was no note in our reservation system to indicate that she was guaranteed a 3rd floor room. Our Oceanfront King rooms are located on both the 2nd and 3rd floors in our West building. Our policy is usually to not pre-assign rooms prior to guests check-in because it’s based on availability. We only pre-assign rooms based on various factors such as: rooms that have special add-on packages, or length of stay, which Ms. [redacted]’s stay did not meet either criteria.Upon arriving in her room, Ms. [redacted] complained about the smell of food coming from our restaurant, Pickled Fish, located on the 4th floor. Our team informed her that we were booked for the weekend, and the only other available room was room 109 East King -- this room is located in the building adjacent to the West building. Ms. [redacted] agreed to the room change, and for her inconvenience we offered her a complimentary bottle of wine, which she accepted.Ms. [redacted] did not provide any other feedback to our team during her stay, and checked out on Sept. 17, 2016, paying her room charges in full without any other feedback. In her complaint to the Revdex.com, she indicated that she “talked  to the company” on Oct. 18, 2016,  and that she emailed and sent us a letter; however, we do not have a record of this claim in our system, as it’s our practice to record such guest interactions.Additionally, as our standard guest services practice, Adrift sends survey to guests who stay with us to get their feedback in order for us to make continuous improvements. A guest survey was emailed to Ms. S[redacted] on Sept. 20, 2016. Our report tracking indicates that she received and clicked on the email on Oct. 4, 2016; however, she did not complete the survey.This complaint is eight months old from the time Ms. [redacted] stayed with us. We provided to her the room type that she booked, which she opted not to stay in, and instead, agreed to our suggested room change -- that was her choice she did not have to move.  We feel there’s been plenty of opportunities to her reach out to us about her experience. A such, we believe that her stay with us was settled accordingly because when she checked out, she provided no other feedback since that would have been the most effective opportunity for us to to talk to her in person. Additionally, she also opted not to respond to our guest survey, which would have elevated her feedback to our managers, who would have contacted her to remedy outstanding concerns soon after her departure.Sincerely,  Adrift Hotel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The name and address that the check can be written to is:[redacted] 
[redacted]
[redacted]
Thanks you and Sincerely,
[redacted]