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Atlantic Beach Hotel & Suites

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Atlantic Beach Hotel & Suites Reviews (1)

My name is [redacted] and [redacted] is our general manager here at Atlantic Beach Hotel & Suites.  [redacted] unfortunately has been out on a medical leave since the first week of August 2015, which is why this has been left unanswered. This is the first time I personally have seen it....

 I would like to move forward with the complaint and hopefully get it rectified.  I did personally did speak with [redacted] but only 2 times not 4 all within the same week and yes I did tell her that [redacted] would contact her back about the matter.  At this time tho [redacted] had just called out of work because she was ill and I was expecting her to return within a few days to be able to call [redacted] back.  But unfortunately, [redacted]'s illness is very serious and is still out to this day. I personally never heard back from [redacted] after that first week to tell her that [redacted] was going to be out for a few months.  But I did go ahead and credit her account because she had a terrible experience.  There was a error when entering her reservation into our system when we received it from booking.com that did cause her reservation to be put  in for another night not for the night that she requested, and unfortunately we were sold out and did not have a vacant room for her.  But out company does own many properties so we were able to give her a room just not at the Atlantic Beach Hotel location but at the [redacted] instead.  Unfortunately mistakes to happen over bookings happen and there is no other way for us to handle a situation like this when it occurs other than relocating a guest to another property.  Some guests are understanding that mistakes happen and relocate without hesitation as long as they have a place to stay and others are not as understanding, but I do understand their frustration.  At the end of it all though [redacted] did not contact [redacted] herself which is what I think she wanted out of all of this but unfortunately [redacted] was not at the time of the complaint able to do so herself. Also the very first time I spoke to [redacted] I also had offered her a free night with us in the future which she did not accept. I apologize sincerely for any of  the inconveniences this may have caused her and for being so unhappy with the outcome. Also in regards to the comment about not pleasing her and to sleep in a park bench unfortunately it has come down to a he said she said situation between the guest and the agent, my agent swears that she never said anything remotely close to such a comment and says nor would she say such a thing also this particular agent has been with our company for over 15 years and never has had a situation like this occur before.  But unfortunately for the agent it  was to me a story that was given in such detail that I did have to write her up for the incident.  Which is a fact that was not given to [redacted] because I never heard from her again after that second phone call.  I don't know what more I could have done in my position to have prevented this problem from being brought to such an extreme level of complaint. Let it be known that if there was anything else that we could do we would have done it, we don't like to leave guests unsatisfied or unhappy.  But we have taken steps to avoid it from happening to another guest in the future.  We very much focus on guest services and the guests happiness as well as accommodate their needs as well as requests.  I hope I have provided everything that was needed for you to help put an end to this complaint.  if there is anything else that you need from me or from the hotel please let me know.  Now that I am aware of this open complaint I will help do anything that is necessary to help get it done and resolved.  Sincerely, [redacted]

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Address: 34 Wave Ave, Middletown, Rhode Island, United States, 02842-7009

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