Initial Business Response / [redacted] (1000, 5, 2015/04/30) */ April 24, Revdex.com, [redacted] : Re: Complaint from guests of March 7, 2015, # [redacted] As mentioned in your letter, there are two sides to every storyOur side of the story, based on facts, is as follows: Sometime in the early hours of the morning of Feb 15, our B&B sustained minor water damage from a leaky pipeOur plumber repaired this the following dayRenovations ensued by a professional restoration company as arranged by our insurance The damaged material was immediately removed and repairs madeWe had no guests at the timeBare walls down to the studs were not visible as was reported in the complaint The bedrooms upstairs, where the guests stay, were unaffected Over the two weeks following the leak and before March 6,7, (the dates of he complaint) we had a total of seven reservationsAll were unaffected by the previous leak which had been solvedBusiness went on as usual[redacted] Reservations were in place for [redacted] on the Weekend of March 6, 7, (the complainants)The water leak had occurred three weeks, (days) prior to this date and bad been immediately remedied by a professional restoration teamThe air quality tested and on record, was satisfactory on Monday Feb 23, twelve days prior to their arrival dateOn that day, March 7, since these guests were soon to arrive, payment was withdrawn from heir cards for their accommodations (This is our policy and always works out for the best as it accurately hastens the paperworkIt makes little difference, but the reserved rooms must be paid for at some point We felt we wanted to help out so we gave these parents a special price well below our rate, plus we paid the taxIncluded in the price was a full hot breakfast of individual choice from our menu, [redacted] On March7, the first guest arrived, but never checked in or viewed her roomWe were told that she would be back laterThis party walked out on her reservation with us and all the while we were holding this reservation for herHad we known, we could have easily booked her room out to others who were still desperate for lodging and a fail to cancel charge would not have been made to her accountFriday night had been reserved as well, but her husband had cancelled at the last minuteWe didn't charge her the cancellation fee as she was still scheduled to arrive the next dayHer husband thanked me for this Bathroom #on the first floor was not totally completed but fully operationalThus, we offered this guest a significant discount, which was gratefully acceptedThis party found the accommodation very comfortable and was looking forward to the breakfast which we included The guests in room #initially commented on how beautiful the room wasThey made themselves at home in their room, as they are entitled to for the interim, [redacted] We received a call from the lady in this room at 9:01fm to tell us that she is suffering a severe headache and is leavingWe immediately responded but when we arrived, we didn't see her as she had returned to [redacted] [redacted] This guest seems to be claiming that the room caused her headache, [redacted] our B&B remains sent, smoke freeI also firmly believe in the necessity of thorough ventilation/ air exchange in these rooms and practice this religiouslyThe air quality had been tested "satisfactory" well before the arrival of these guests March 6,This was provided by the restoration company arranged by our insurance agent The husband of the guest, with the headache called me the following week demanding all his money backI told him that I had already informed our insurance agent who may be able to help him but this may take awhileThis didn't seem to satisfy himI suggested that [redacted] they could still carry this forward and she could be examined by a physician acceptable to our insuranceHe did not seem interested in this option, but wanted all his money back immediately These rooms at our B&B were reserved for March the 6,but no one showed on March The loss totaled over $and we had to turn down other [redacted] for lodging [redacted] [redacted] I trust this explains our position in this matterI am available to discuss this further: [redacted] or *** Thank you for this opportunity to relay these facts, [redacted] ***, Owner, Rum Runners Roost B&B, [redacted] , [redacted] cc [redacted] , ***, [redacted] , [redacted] April 27, Re Revdex.com Complaint # [redacted] Summary; Inaccurate points of the )etter of Cqplaint - [redacted] -When these guests of March arrived our B&B was not in a state of disrepair, the leak in the pipe had occurred three weeks, (days) previous to their arrival The leak had occurred in a water pipe in the North wall of the main room downstairsThe guest rooms upstairs were totally unaffected by the leaky pipe and were immaculateTo be certain all was in order, I requested a check of he air quality by [redacted] , a professional restoration companyThis was done Feb 23, and was normal [redacted] -I saw no reason to be reporting a leak that had occurred and had been immediately repaired three weeks prior to the arrival, of these guests [redacted] -reservations were made for March 6, as well as the NO ONE SHOWED UP ON MARCH6, a loss of over $as the accommodations could have easily been rented out to others [redacted] -At no time were the walls of the entrance way stripped down to the "bare studs" as statedThe wet drywall was removed the same day, dryers installed; The original, beautiful, solid tongue and groove wood planking was visible on two walls of the main entrance roomThe guests are renting bedroom/en-suites only which are all upstairs, unaffected, mint condition [redacted] there was absolutely no "musty" smell, how could there be when they arrived three weeks following the occurrence, dryers/dehumidifiers had been installed the same day, wet material was removed within 214/hours., [redacted] , Air quality had been tested days prior to their arrival -re payment: they arrived just before noon, our check in is 2:but my husband, [redacted] checked them in anyway as we realized they were here for a special occasion, [redacted] was not involved in checking them in, that is my husband's roleThere was no dispute here nor did any guest ask to pay upon leaving or we would have complied with thisI did explain that we like to take care of he funds upon arrival so no one forgets - [redacted] This guest never came inWhen I asked about her, I was told she would be back later -these guests arrived and were checked in before 1:00pm,(our check in is 2:00) [redacted] These guests had been in their rooms and using he facilities approxhours before calling me at 9;00pm to say she was leaving due to a severe headache.) We immediately returned to the B&B only to find that she had gone [redacted] [redacted] - [redacted] - [redacted] -These guests had used the beds, watched TV, used the washroom facilities, ( as they are entitled to) therefore the bedding, towels had to be changed, the bathroom, toilet had to be changed, disinfected, -there was absolutely no terrible smell in the roomsIf there had been he air quality test would have indicated thisHow could any smell even develop? There wasn't time the water leak was repaired the same day, three weeks prior to their arrivalNo time for colonies of mold or mildew to developThe paint downstairs was applied once he dryers were removed, six days following, but well before the arrival of thee guests, Besides the fresh paint was latex, No smell, Again the air quality test performed by professionals, was normal, no musty smellRooms had also been thoroughly aired out as they are regularly prior to any new guest -We never promised a refund but promised to tell the insurance agent about itI offered to give them the contact info, but weren't interested -the guest's husband did call me about a refund a week laterI told him I had passed his name on to our Insurance agent but may take a while [redacted] [redacted] I went on to explain that our insurance agent could arrange an examination with a medical doctor if he wanted to go that routeHe said in no uncertain terms that he wasn't interested -again I must mention you just can't check into an accommodation, use your room then check out if you feel like it after using he room for several hours and expect a refundI don't feel a refund is due [redacted] *[redacted] April Revdex.com Rumrunner's Inc [redacted] Re Complaint Activity Report # [redacted] We have read with great interest the letter of complaint and would like to set the record straight On Saturday Febmy wife and I arrived around at our B&B to find, that a water pipe in the north-east corner of the entrance room had frozen overnight and then burst Immediately I shut off the water to the house and called our plumberMy wife then called the Insurance and explained the situationThe same afternoon a Service Crew from " [redacted] " in [redacted] arrived, as arranged by the Insurance CompanyThey had with them four big industrial fans and two big industrial De-HumidifiersThe next day the plumber and I fixed the leak We set the thermostats at +degrees C and the crew from [redacted] started up their drying equipmentOn Monday Feb" [redacted] " checked the air quality, found it in every respect and removed the drying equipmentBy this time they had already removed the wet sections of Drywall Right after the water leak in the entrance room we had two reservations, one for Feband and the other one for Marand [redacted] The claim by the complainants that the house smelled -musty" is a blatant lie" [redacted] " had declared the air quality good and days before the complainants arrived and in the meantime the house was professionally cleaned and aired out [redacted] The claim by the complainants that they were surrounded by open stud walls is another lieOur B&B is an historic, year old building and standard practice in those days was, to clad all walls, inside and out, with 1" Toung-and-Groove pineThis had been drywalled over when the building was converted to a commercial enterpriseSo in other words, they were looking at perfectly good T&G pine walls Now to their claim that we promised them a refund, this is another lieMy wife told them that we would take this question up with the Insurance and to our knowledge, they do not qualify for a refund since they walked out of their reservation [redacted] and without going through the proper cancellation process, which is hours And about their complaint about "up front payment", it is common practice in the Hospitality business that you pay upon arrivalWherever we travelled, it has always been that way, unless I missed something here [redacted] had reserved FriMarch and SatMarch One Guest called us on Thursday the 6'hours before chetime (Not as required) that his Wife and their son would not be staying with us on FridayWe gave him the benefit of the doubt and did not charge him for the Friday reservationOn Saturday she never introduced herself, never checked in or out, [redacted] She never came into the house, never looked at the room, just did not showBy the way, our rooms were totally unaffected by the leak since they are all upstairs and were in mint condition [redacted] On Saturday evening at hours, she called us to let us know that they were 'checking out' because she had developed a frightful headache because of that "awful smell"in the room(Our I3&B is a smoke free and scent free home)When we arrived at the B&B, her husband was there to pick up the luggage[redacted] [redacted] The reason they do not qualify for a refund is simple: They checked in and [redacted] They walked out at All four rooms had been reserved by [redacted] for Friday and SaturdayNobody showed on Friday and three of the rooms had not been cancelled in accordance with our cancellation policy of hours[redacted] [redacted] we had turned up the heat and brought the whole house to a comfortable temperature, turned on both water heaters and stocked up on groceries for an anticipated breakfastsSince we insist on healthy eating, [redacted] c.c[redacted] c.c [redacted]
Initial Business Response /* (1000, 5, 2015/04/30) */
April 24, 2015
Revdex.com, [redacted]:
Re: Complaint from guests of March 7, 2015, #[redacted] As mentioned in your letter, there are two sides to every story. Our side of the story, based on facts, is as follows:
Sometime in...
the early hours of the morning of Feb 15, 2015 our B&B sustained minor water damage from a leaky pipe. Our plumber repaired this the following day. Renovations ensued by a professional restoration company as arranged by our insurance.
The damaged material was immediately removed and repairs made. We had no guests at the time. Bare walls down to the studs were not visible as was reported in the complaint.
The bedrooms upstairs, where the guests stay, were unaffected
Over the two weeks following the leak and before March 6,7, (the dates of he complaint) we had a total of seven reservations. All were unaffected by the previous leak which had been solved. Business went on as usual.[redacted].
Reservations were in place for [redacted] on the Weekend of March 6, 7, (the complainants). The water leak had occurred three weeks, (20 days) prior to this date and bad been immediately remedied by a professional restoration team. The air quality tested and on record, was satisfactory on Monday Feb 23, twelve days prior to their arrival date. On that day, March 7, since these guests were soon to arrive, payment was withdrawn from heir cards for their accommodations.
(This is our policy and always works out for the best as it accurately hastens the paperwork. It makes little difference, but the reserved rooms must be paid for at some point.
We felt we wanted to help out so we gave these parents a special price well below our normal rate, plus we paid the tax. Included in the price was a full hot breakfast of individual choice from our menu, [redacted].
On March7, the first guest arrived, but never checked in or viewed her room. We were told that she would be back later. This party walked out on her reservation with us and all the while we were holding this reservation for her. Had we known, we could have easily booked her room out to others who were still desperate for lodging and a fail to cancel charge would not have been made to her account. Friday night had been reserved as well, but her husband had cancelled at the last minute. We didn't charge her the cancellation fee as she was still scheduled to arrive the next day. Her husband thanked me for this.
Bathroom #1 on the first floor was not totally completed but fully operational. Thus, we offered this guest a significant discount, which was gratefully accepted. This party found the accommodation very comfortable and was looking forward to the breakfast which we included.
2
The guests in room #2 initially commented on how beautiful the room was. They made themselves at home in their room, as they are entitled to for the interim, [redacted]. We received a call from the lady in this room at 9:01fm to tell us that she is suffering a severe headache and is leaving. We immediately responded but when we arrived, we didn't see her as she had returned to [redacted]. [redacted]
This guest seems to be claiming that the room caused her headache, [redacted]
[redacted] our B&B remains sent, smoke free. I also firmly believe in the necessity of thorough ventilation/ air exchange in these rooms and practice this religiously. The air quality had been tested "satisfactory" well before the arrival of these guests March 6,7. This was provided by the restoration company arranged by our insurance agent.
The husband of the guest, with the headache called me the following week demanding all his money back. I told him that I had already informed our insurance agent who may be able to help him but this may take awhile. This didn't seem to satisfy him. I suggested that [redacted] they could still carry this forward and she could be examined by a physician acceptable to our insurance. He did not seem interested in this option, but wanted all his money back immediately.
These rooms at our B&B were reserved for March the 6,7 but no one showed on March 6. The loss totaled over $400.00 and we had to turn down other [redacted] for lodging. [redacted].
[redacted]
I trust this explains our position in this matter. I am available to discuss this further: [redacted] or [redacted].
Thank you for this opportunity to relay these facts,
[redacted] [redacted], Owner, Rum Runners Roost B&B, [redacted], **
cc [redacted], [redacted], [redacted]
[redacted],[redacted]
April 27,2015
Re Revdex.com Complaint #[redacted]
Summary; Inaccurate points of the )etter of Cqplaint
-[redacted] -When these guests of March 7 arrived our B&B was not in a state of disrepair, the leak in the pipe had occurred three weeks, (20 days) previous to their arrival.
The leak had occurred in a water pipe in the North wall of the main room downstairs. The guest rooms upstairs were totally unaffected by the leaky pipe and were immaculate. To be certain all was in order, I requested a check of he air quality by [redacted], a professional restoration company. This was done Feb 23, and was normal.
[redacted].
-I saw no reason to be reporting a leak that had occurred and had been immediately repaired three weeks prior to the arrival, of these guests [redacted] -reservations were made for March 6, as well as the 7. NO ONE SHOWED UP ON
MARCH6, a loss of over $400.00 as the accommodations could have easily been rented out to others [redacted].
-At no time were the walls of the entrance way stripped down to the "bare studs" as stated. The wet drywall was removed the same day, dryers installed; The original, beautiful, solid tongue and groove wood planking was visible on two walls of the main entrance room. The guests are renting bedroom/en-suites only which are all upstairs, unaffected, mint condition. [redacted]there was absolutely no "musty" smell, how could there be when they arrived three weeks following the occurrence, dryers/dehumidifiers had been installed the same day, wet material was removed within 214/hours., [redacted], Air quality had been tested 12 days prior to their arrival
-re payment: they arrived just before noon, our check in is 2:00 but my husband, [redacted] checked them in anyway as we realized they were here for a special occasion, [redacted].
was not involved in checking them in, that is my husband's role. There was no dispute here nor did any guest ask to pay upon leaving or we would have complied with this. I did explain that we like to take care of he funds upon arrival so no one forgets.
-[redacted] This guest never came in. When I asked about her, I was told she would be back later.
-these guests arrived and were checked in before 1:00pm,(our check in is 2:00). [redacted] These guests had been in their rooms and using he facilities approx. 8 hours before calling me at 9;00pm to say she was leaving due to a severe headache.) We immediately returned to the B&B only to find that she had gone [redacted]. [redacted].
-[redacted]
-[redacted]
-These guests had used the beds, watched TV, used the washroom facilities, ( as they are entitled to) therefore the bedding, towels had to be changed, the bathroom, toilet had to be changed, disinfected,
-there was absolutely no terrible smell in the rooms. If there had been he air quality test would have indicated this. How could any smell even develop? There wasn't time the water leak was repaired the same day, three weeks prior to their arrival. No time for colonies of mold or mildew to develop. The paint downstairs was applied once he dryers were removed, six days following, but well before the arrival of thee guests, Besides the fresh paint was latex, No smell, Again the air quality test performed by professionals, was normal, no musty smell. Rooms had also been thoroughly aired out as they are regularly prior to any new guest.
-We never promised a refund but promised to tell the insurance agent about it. I offered to give them the contact info, but weren't interested.
-the guest's husband did call me about a refund a week later. I told him I had passed his name on to our Insurance agent but may take a while. [redacted]. [redacted] I went on to explain that our
insurance agent could arrange an examination with a medical doctor if he wanted to go that route. He said in no uncertain terms that he wasn't interested.
-again I must mention you just can't check into an accommodation, use your room then check out if you feel like it after using he room for several hours and expect a refund. I don't feel a refund is due [redacted]
[redacted].[redacted]
April 25. 2015
Revdex.com Rumrunner's Inc.
[redacted]
Re.
Complaint Activity Report #[redacted]
We have read with great interest the letter of complaint and would like to set the record straight.
On Saturday Feb. 14. my wife and I arrived around 0900 at our B&B to find, that a water pipe in the north-east corner of the entrance room had frozen overnight and then burst.
Immediately I shut off the water to the house and called our plumber. My wife then called the Insurance and explained the situation. The same afternoon a Service Crew from "[redacted]" in [redacted] arrived, as arranged by the Insurance Company. They had with them four big industrial fans and two big industrial De-Humidifiers. The next day the plumber and I fixed the leak.
We set the thermostats at +20 degrees C and the crew from [redacted] started up their drying equipment. On Monday Feb. 23. "[redacted]" checked the air quality, found it normal in every respect and removed the drying equipment. By this time they had already removed the wet sections of Drywall.
Right after the water leak in the entrance room we had two reservations, one for Feb. 15. 16. 17. 18. and 19. and the other one for Mar. 02. and 03. [redacted]
The claim by the complainants that the house smelled -musty" is a blatant lie. "[redacted]" had declared the air quality good and normal 12 days before the complainants arrived and in the meantime the house was professionally cleaned and aired out [redacted]
The claim by the complainants that they were surrounded by open stud walls is another lie. Our B&B is an historic, 103 year old building and standard practice in those days was, to clad all walls, inside and out, with 1" Toung-and-Groove pine. This had been drywalled over when the building was converted to a commercial enterprise. So in other words, they were looking at perfectly good T&G pine walls.
Now to their claim that we promised them a refund, this is another lie. My wife told them that we would take this question up with the Insurance and to our knowledge, they do not qualify for a refund since they walked out of their reservation[redacted] and without going through the proper cancellation process, which is 48 hours.
And about their complaint about "up front payment", it is common practice in the Hospitality business that you pay upon arrival. Wherever we travelled, it has always been that way, unless I missed something here.
[redacted] had reserved Fri. March 06 and Sat. March 07. One Guest called us on Thursday the 6'. 17 hours before check-in time (Not 48 as required) that his Wife and their son would not be staying with us on Friday. We gave him the benefit of the doubt and did not charge him for the Friday reservation. On Saturday she never introduced herself, never checked in or out, [redacted]. She never came into the house,
never looked at the room, just did not show. By the way, our rooms were totally unaffected by the leak since they are all upstairs and were in mint condition.
[redacted].
On Saturday evening at 2100 hours, she called us to let us know that they were 'checking out' because she had developed a frightful headache because of that "awful smell"in the room. (Our I3&B is a smoke free and scent free home). When we arrived at the B&B, her husband was there to pick up the luggage.[redacted].
[redacted] The reason they do not qualify for a refund is simple: They checked in and [redacted]. They walked out at 2100.
All four rooms had been reserved by[redacted] for Friday and Saturday. Nobody showed on Friday and three of the rooms had not been cancelled in accordance with our cancellation policy of 48 hours.[redacted].[redacted] we had turned up the heat and brought the whole house to a comfortable temperature, turned on both water heaters and stocked up on groceries for an anticipated 20 breakfasts. Since we insist on healthy eating, [redacted]
[redacted]
c.c.[redacted]
c.c. [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/30) */ April 24, Revdex.com, [redacted] : Re: Complaint from guests of March 7, 2015, # [redacted] As mentioned in your letter, there are two sides to every storyOur side of the story, based on facts, is as follows: Sometime in the early hours of the morning of Feb 15, our B&B sustained minor water damage from a leaky pipeOur plumber repaired this the following dayRenovations ensued by a professional restoration company as arranged by our insurance The damaged material was immediately removed and repairs madeWe had no guests at the timeBare walls down to the studs were not visible as was reported in the complaint The bedrooms upstairs, where the guests stay, were unaffected Over the two weeks following the leak and before March 6,7, (the dates of he complaint) we had a total of seven reservationsAll were unaffected by the previous leak which had been solvedBusiness went on as usual[redacted] Reservations were in place for [redacted] on the Weekend of March 6, 7, (the complainants)The water leak had occurred three weeks, (days) prior to this date and bad been immediately remedied by a professional restoration teamThe air quality tested and on record, was satisfactory on Monday Feb 23, twelve days prior to their arrival dateOn that day, March 7, since these guests were soon to arrive, payment was withdrawn from heir cards for their accommodations (This is our policy and always works out for the best as it accurately hastens the paperworkIt makes little difference, but the reserved rooms must be paid for at some point We felt we wanted to help out so we gave these parents a special price well below our rate, plus we paid the taxIncluded in the price was a full hot breakfast of individual choice from our menu, [redacted] On March7, the first guest arrived, but never checked in or viewed her roomWe were told that she would be back laterThis party walked out on her reservation with us and all the while we were holding this reservation for herHad we known, we could have easily booked her room out to others who were still desperate for lodging and a fail to cancel charge would not have been made to her accountFriday night had been reserved as well, but her husband had cancelled at the last minuteWe didn't charge her the cancellation fee as she was still scheduled to arrive the next dayHer husband thanked me for this Bathroom #on the first floor was not totally completed but fully operationalThus, we offered this guest a significant discount, which was gratefully acceptedThis party found the accommodation very comfortable and was looking forward to the breakfast which we included The guests in room #initially commented on how beautiful the room wasThey made themselves at home in their room, as they are entitled to for the interim, [redacted] We received a call from the lady in this room at 9:01fm to tell us that she is suffering a severe headache and is leavingWe immediately responded but when we arrived, we didn't see her as she had returned to [redacted] [redacted] This guest seems to be claiming that the room caused her headache, [redacted] our B&B remains sent, smoke freeI also firmly believe in the necessity of thorough ventilation/ air exchange in these rooms and practice this religiouslyThe air quality had been tested "satisfactory" well before the arrival of these guests March 6,This was provided by the restoration company arranged by our insurance agent The husband of the guest, with the headache called me the following week demanding all his money backI told him that I had already informed our insurance agent who may be able to help him but this may take awhileThis didn't seem to satisfy himI suggested that [redacted] they could still carry this forward and she could be examined by a physician acceptable to our insuranceHe did not seem interested in this option, but wanted all his money back immediately These rooms at our B&B were reserved for March the 6,but no one showed on March The loss totaled over $and we had to turn down other [redacted] for lodging [redacted] [redacted] I trust this explains our position in this matterI am available to discuss this further: [redacted] or *** Thank you for this opportunity to relay these facts, [redacted] ***, Owner, Rum Runners Roost B&B, [redacted] , [redacted] cc [redacted] , ***, [redacted] , [redacted] April 27, Re Revdex.com Complaint # [redacted] Summary; Inaccurate points of the )etter of Cqplaint - [redacted] -When these guests of March arrived our B&B was not in a state of disrepair, the leak in the pipe had occurred three weeks, (days) previous to their arrival The leak had occurred in a water pipe in the North wall of the main room downstairsThe guest rooms upstairs were totally unaffected by the leaky pipe and were immaculateTo be certain all was in order, I requested a check of he air quality by [redacted] , a professional restoration companyThis was done Feb 23, and was normal [redacted] -I saw no reason to be reporting a leak that had occurred and had been immediately repaired three weeks prior to the arrival, of these guests [redacted] -reservations were made for March 6, as well as the NO ONE SHOWED UP ON MARCH6, a loss of over $as the accommodations could have easily been rented out to others [redacted] -At no time were the walls of the entrance way stripped down to the "bare studs" as statedThe wet drywall was removed the same day, dryers installed; The original, beautiful, solid tongue and groove wood planking was visible on two walls of the main entrance roomThe guests are renting bedroom/en-suites only which are all upstairs, unaffected, mint condition [redacted] there was absolutely no "musty" smell, how could there be when they arrived three weeks following the occurrence, dryers/dehumidifiers had been installed the same day, wet material was removed within 214/hours., [redacted] , Air quality had been tested days prior to their arrival -re payment: they arrived just before noon, our check in is 2:but my husband, [redacted] checked them in anyway as we realized they were here for a special occasion, [redacted] was not involved in checking them in, that is my husband's roleThere was no dispute here nor did any guest ask to pay upon leaving or we would have complied with thisI did explain that we like to take care of he funds upon arrival so no one forgets - [redacted] This guest never came inWhen I asked about her, I was told she would be back later -these guests arrived and were checked in before 1:00pm,(our check in is 2:00) [redacted] These guests had been in their rooms and using he facilities approxhours before calling me at 9;00pm to say she was leaving due to a severe headache.) We immediately returned to the B&B only to find that she had gone [redacted] [redacted] - [redacted] - [redacted] -These guests had used the beds, watched TV, used the washroom facilities, ( as they are entitled to) therefore the bedding, towels had to be changed, the bathroom, toilet had to be changed, disinfected, -there was absolutely no terrible smell in the roomsIf there had been he air quality test would have indicated thisHow could any smell even develop? There wasn't time the water leak was repaired the same day, three weeks prior to their arrivalNo time for colonies of mold or mildew to developThe paint downstairs was applied once he dryers were removed, six days following, but well before the arrival of thee guests, Besides the fresh paint was latex, No smell, Again the air quality test performed by professionals, was normal, no musty smellRooms had also been thoroughly aired out as they are regularly prior to any new guest -We never promised a refund but promised to tell the insurance agent about itI offered to give them the contact info, but weren't interested -the guest's husband did call me about a refund a week laterI told him I had passed his name on to our Insurance agent but may take a while [redacted] [redacted] I went on to explain that our insurance agent could arrange an examination with a medical doctor if he wanted to go that routeHe said in no uncertain terms that he wasn't interested -again I must mention you just can't check into an accommodation, use your room then check out if you feel like it after using he room for several hours and expect a refundI don't feel a refund is due [redacted] *[redacted] April Revdex.com Rumrunner's Inc [redacted] Re Complaint Activity Report # [redacted] We have read with great interest the letter of complaint and would like to set the record straight On Saturday Febmy wife and I arrived around at our B&B to find, that a water pipe in the north-east corner of the entrance room had frozen overnight and then burst Immediately I shut off the water to the house and called our plumberMy wife then called the Insurance and explained the situationThe same afternoon a Service Crew from " [redacted] " in [redacted] arrived, as arranged by the Insurance CompanyThey had with them four big industrial fans and two big industrial De-HumidifiersThe next day the plumber and I fixed the leak We set the thermostats at +degrees C and the crew from [redacted] started up their drying equipmentOn Monday Feb" [redacted] " checked the air quality, found it in every respect and removed the drying equipmentBy this time they had already removed the wet sections of Drywall Right after the water leak in the entrance room we had two reservations, one for Feband and the other one for Marand [redacted] The claim by the complainants that the house smelled -musty" is a blatant lie" [redacted] " had declared the air quality good and days before the complainants arrived and in the meantime the house was professionally cleaned and aired out [redacted] The claim by the complainants that they were surrounded by open stud walls is another lieOur B&B is an historic, year old building and standard practice in those days was, to clad all walls, inside and out, with 1" Toung-and-Groove pineThis had been drywalled over when the building was converted to a commercial enterpriseSo in other words, they were looking at perfectly good T&G pine walls Now to their claim that we promised them a refund, this is another lieMy wife told them that we would take this question up with the Insurance and to our knowledge, they do not qualify for a refund since they walked out of their reservation [redacted] and without going through the proper cancellation process, which is hours And about their complaint about "up front payment", it is common practice in the Hospitality business that you pay upon arrivalWherever we travelled, it has always been that way, unless I missed something here [redacted] had reserved FriMarch and SatMarch One Guest called us on Thursday the 6'hours before chetime (Not as required) that his Wife and their son would not be staying with us on FridayWe gave him the benefit of the doubt and did not charge him for the Friday reservationOn Saturday she never introduced herself, never checked in or out, [redacted] She never came into the house, never looked at the room, just did not showBy the way, our rooms were totally unaffected by the leak since they are all upstairs and were in mint condition [redacted] On Saturday evening at hours, she called us to let us know that they were 'checking out' because she had developed a frightful headache because of that "awful smell"in the room(Our I3&B is a smoke free and scent free home)When we arrived at the B&B, her husband was there to pick up the luggage[redacted] [redacted] The reason they do not qualify for a refund is simple: They checked in and [redacted] They walked out at All four rooms had been reserved by [redacted] for Friday and SaturdayNobody showed on Friday and three of the rooms had not been cancelled in accordance with our cancellation policy of hours[redacted] [redacted] we had turned up the heat and brought the whole house to a comfortable temperature, turned on both water heaters and stocked up on groceries for an anticipated breakfastsSince we insist on healthy eating, [redacted] c.c[redacted] c.c [redacted]
Initial Business Response /* (1000, 5, 2015/04/30) */
April 24, 2015
Revdex.com, [redacted]:
Re: Complaint from guests of March 7, 2015, #[redacted] As mentioned in your letter, there are two sides to every story. Our side of the story, based on facts, is as follows:
Sometime in...
the early hours of the morning of Feb 15, 2015 our B&B sustained minor water damage from a leaky pipe. Our plumber repaired this the following day. Renovations ensued by a professional restoration company as arranged by our insurance.
The damaged material was immediately removed and repairs made. We had no guests at the time. Bare walls down to the studs were not visible as was reported in the complaint.
The bedrooms upstairs, where the guests stay, were unaffected
Over the two weeks following the leak and before March 6,7, (the dates of he complaint) we had a total of seven reservations. All were unaffected by the previous leak which had been solved. Business went on as usual.[redacted].
Reservations were in place for [redacted] on the Weekend of March 6, 7, (the complainants). The water leak had occurred three weeks, (20 days) prior to this date and bad been immediately remedied by a professional restoration team. The air quality tested and on record, was satisfactory on Monday Feb 23, twelve days prior to their arrival date. On that day, March 7, since these guests were soon to arrive, payment was withdrawn from heir cards for their accommodations.
(This is our policy and always works out for the best as it accurately hastens the paperwork. It makes little difference, but the reserved rooms must be paid for at some point.
We felt we wanted to help out so we gave these parents a special price well below our normal rate, plus we paid the tax. Included in the price was a full hot breakfast of individual choice from our menu, [redacted].
On March7, the first guest arrived, but never checked in or viewed her room. We were told that she would be back later. This party walked out on her reservation with us and all the while we were holding this reservation for her. Had we known, we could have easily booked her room out to others who were still desperate for lodging and a fail to cancel charge would not have been made to her account. Friday night had been reserved as well, but her husband had cancelled at the last minute. We didn't charge her the cancellation fee as she was still scheduled to arrive the next day. Her husband thanked me for this.
Bathroom #1 on the first floor was not totally completed but fully operational. Thus, we offered this guest a significant discount, which was gratefully accepted. This party found the accommodation very comfortable and was looking forward to the breakfast which we included.
2
The guests in room #2 initially commented on how beautiful the room was. They made themselves at home in their room, as they are entitled to for the interim, [redacted]. We received a call from the lady in this room at 9:01fm to tell us that she is suffering a severe headache and is leaving. We immediately responded but when we arrived, we didn't see her as she had returned to [redacted]. [redacted]
This guest seems to be claiming that the room caused her headache, [redacted]
[redacted] our B&B remains sent, smoke free. I also firmly believe in the necessity of thorough ventilation/ air exchange in these rooms and practice this religiously. The air quality had been tested "satisfactory" well before the arrival of these guests March 6,7. This was provided by the restoration company arranged by our insurance agent.
The husband of the guest, with the headache called me the following week demanding all his money back. I told him that I had already informed our insurance agent who may be able to help him but this may take awhile. This didn't seem to satisfy him. I suggested that [redacted] they could still carry this forward and she could be examined by a physician acceptable to our insurance. He did not seem interested in this option, but wanted all his money back immediately.
These rooms at our B&B were reserved for March the 6,7 but no one showed on March 6. The loss totaled over $400.00 and we had to turn down other [redacted] for lodging. [redacted].
[redacted]
I trust this explains our position in this matter. I am available to discuss this further: [redacted] or [redacted].
Thank you for this opportunity to relay these facts,
[redacted] [redacted], Owner, Rum Runners Roost B&B, [redacted], **
cc [redacted], [redacted], [redacted]
[redacted],[redacted]
April 27,2015
Re Revdex.com Complaint #[redacted]
Summary; Inaccurate points of the )etter of Cqplaint
-[redacted] -When these guests of March 7 arrived our B&B was not in a state of disrepair, the leak in the pipe had occurred three weeks, (20 days) previous to their arrival.
The leak had occurred in a water pipe in the North wall of the main room downstairs. The guest rooms upstairs were totally unaffected by the leaky pipe and were immaculate. To be certain all was in order, I requested a check of he air quality by [redacted], a professional restoration company. This was done Feb 23, and was normal.
[redacted].
-I saw no reason to be reporting a leak that had occurred and had been immediately repaired three weeks prior to the arrival, of these guests [redacted] -reservations were made for March 6, as well as the 7. NO ONE SHOWED UP ON
MARCH6, a loss of over $400.00 as the accommodations could have easily been rented out to others [redacted].
-At no time were the walls of the entrance way stripped down to the "bare studs" as stated. The wet drywall was removed the same day, dryers installed; The original, beautiful, solid tongue and groove wood planking was visible on two walls of the main entrance room. The guests are renting bedroom/en-suites only which are all upstairs, unaffected, mint condition. [redacted]there was absolutely no "musty" smell, how could there be when they arrived three weeks following the occurrence, dryers/dehumidifiers had been installed the same day, wet material was removed within 214/hours., [redacted], Air quality had been tested 12 days prior to their arrival
-re payment: they arrived just before noon, our check in is 2:00 but my husband, [redacted] checked them in anyway as we realized they were here for a special occasion, [redacted].
was not involved in checking them in, that is my husband's role. There was no dispute here nor did any guest ask to pay upon leaving or we would have complied with this. I did explain that we like to take care of he funds upon arrival so no one forgets.
-[redacted] This guest never came in. When I asked about her, I was told she would be back later.
-these guests arrived and were checked in before 1:00pm,(our check in is 2:00). [redacted] These guests had been in their rooms and using he facilities approx. 8 hours before calling me at 9;00pm to say she was leaving due to a severe headache.) We immediately returned to the B&B only to find that she had gone [redacted]. [redacted].
-[redacted]
-[redacted]
-These guests had used the beds, watched TV, used the washroom facilities, ( as they are entitled to) therefore the bedding, towels had to be changed, the bathroom, toilet had to be changed, disinfected,
-there was absolutely no terrible smell in the rooms. If there had been he air quality test would have indicated this. How could any smell even develop? There wasn't time the water leak was repaired the same day, three weeks prior to their arrival. No time for colonies of mold or mildew to develop. The paint downstairs was applied once he dryers were removed, six days following, but well before the arrival of thee guests, Besides the fresh paint was latex, No smell, Again the air quality test performed by professionals, was normal, no musty smell. Rooms had also been thoroughly aired out as they are regularly prior to any new guest.
-We never promised a refund but promised to tell the insurance agent about it. I offered to give them the contact info, but weren't interested.
-the guest's husband did call me about a refund a week later. I told him I had passed his name on to our Insurance agent but may take a while. [redacted]. [redacted] I went on to explain that our
insurance agent could arrange an examination with a medical doctor if he wanted to go that route. He said in no uncertain terms that he wasn't interested.
-again I must mention you just can't check into an accommodation, use your room then check out if you feel like it after using he room for several hours and expect a refund. I don't feel a refund is due [redacted]
[redacted].[redacted]
April 25. 2015
Revdex.com Rumrunner's Inc.
[redacted]
Re.
Complaint Activity Report #[redacted]
We have read with great interest the letter of complaint and would like to set the record straight.
On Saturday Feb. 14. my wife and I arrived around 0900 at our B&B to find, that a water pipe in the north-east corner of the entrance room had frozen overnight and then burst.
Immediately I shut off the water to the house and called our plumber. My wife then called the Insurance and explained the situation. The same afternoon a Service Crew from "[redacted]" in [redacted] arrived, as arranged by the Insurance Company. They had with them four big industrial fans and two big industrial De-Humidifiers. The next day the plumber and I fixed the leak.
We set the thermostats at +20 degrees C and the crew from [redacted] started up their drying equipment. On Monday Feb. 23. "[redacted]" checked the air quality, found it normal in every respect and removed the drying equipment. By this time they had already removed the wet sections of Drywall.
Right after the water leak in the entrance room we had two reservations, one for Feb. 15. 16. 17. 18. and 19. and the other one for Mar. 02. and 03. [redacted]
The claim by the complainants that the house smelled -musty" is a blatant lie. "[redacted]" had declared the air quality good and normal 12 days before the complainants arrived and in the meantime the house was professionally cleaned and aired out [redacted]
The claim by the complainants that they were surrounded by open stud walls is another lie. Our B&B is an historic, 103 year old building and standard practice in those days was, to clad all walls, inside and out, with 1" Toung-and-Groove pine. This had been drywalled over when the building was converted to a commercial enterprise. So in other words, they were looking at perfectly good T&G pine walls.
Now to their claim that we promised them a refund, this is another lie. My wife told them that we would take this question up with the Insurance and to our knowledge, they do not qualify for a refund since they walked out of their reservation[redacted] and without going through the proper cancellation process, which is 48 hours.
And about their complaint about "up front payment", it is common practice in the Hospitality business that you pay upon arrival. Wherever we travelled, it has always been that way, unless I missed something here.
[redacted] had reserved Fri. March 06 and Sat. March 07. One Guest called us on Thursday the 6'. 17 hours before check-in time (Not 48 as required) that his Wife and their son would not be staying with us on Friday. We gave him the benefit of the doubt and did not charge him for the Friday reservation. On Saturday she never introduced herself, never checked in or out, [redacted]. She never came into the house,
never looked at the room, just did not show. By the way, our rooms were totally unaffected by the leak since they are all upstairs and were in mint condition.
[redacted].
On Saturday evening at 2100 hours, she called us to let us know that they were 'checking out' because she had developed a frightful headache because of that "awful smell"in the room. (Our I3&B is a smoke free and scent free home). When we arrived at the B&B, her husband was there to pick up the luggage.[redacted].
[redacted] The reason they do not qualify for a refund is simple: They checked in and [redacted]. They walked out at 2100.
All four rooms had been reserved by[redacted] for Friday and Saturday. Nobody showed on Friday and three of the rooms had not been cancelled in accordance with our cancellation policy of 48 hours.[redacted].[redacted] we had turned up the heat and brought the whole house to a comfortable temperature, turned on both water heaters and stocked up on groceries for an anticipated 20 breakfasts. Since we insist on healthy eating, [redacted]
[redacted]
c.c.[redacted]
c.c. [redacted]