BCI Classic Homes

I've already responded to this complaint on your Revdex.com websiteFirst of all, you need to correct the spelling of my name, it is C [redacted] (not: K [redacted] )That might be one reason you haven't logged my responseWe contacted Mr***We spoke at lengthWe completely refunded his entire stay, and he was very happy with this resolutionIf you have any further questions, please let me knowGeneral Manager

I’m responding to the complaint, ID#We had extensive communications with MsAtkinson regarding her stayShe and her partner had two massagesShe said during her spa treatments the temperature in the room wasn’t adequateBut now in this Revdex.com letter, she states that “spa services were traumatic.” I’ve never heard a claim that spa services were “traumatic.” I don’t even know what that would mean But because we strive to make all our guests happy, we refunded the total cost of the two massages Some of the lights on the bridge had a very temporary electrical glitch and they were fixed immediatelyMsAtkinson also had issues with her roomSo we refunded her an additional $off her bill, and additionally paid for breakfast for two at our Resort restaurant.We worked with MsAtkinson to resolve her long list of issues about during her brief stayAgain, we provided generous compensation to her to address these complaints As we’ve gone to great lengths to address MsAtkinson’s complaints, it is unfortunate that she is still pursuing even more compensation, in spite of all our good faith effortsThank you.C [redacted] General Manager

I’m responding to the complaint, ID#11773830. We had extensive communications with Ms. Atkinson regarding her stay. She and her partner had two massages. She said during her spa treatments the temperature in the room wasn’t adequate. But now in this Revdex.com letter, she states that “spa services...

were traumatic.” I’ve never heard a claim that spa services were “traumatic.” I don’t even know what that would mean.  But because we strive to make all our guests happy, we refunded the total cost of the two massages.  Some of the lights on the bridge had a very temporary electrical glitch and they were fixed immediately. Ms. Atkinson also had issues with her room. So we refunded her an additional $150 off her bill, and additionally paid for breakfast for two at our Resort restaurant.We worked with Ms. Atkinson to resolve her long list of issues about during her brief stay. Again, we provided generous compensation to her to address these complaints.  As we’ve gone to great lengths to address Ms. Atkinson’s complaints, it is unfortunate that she is still pursuing even more compensation, in spite of all our good faith efforts. Thank you.C[redacted]                                �...⇄                                                                                                      General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12251817, and find that this resolution is satisfactory to me.
Grace from Sycamore Mineral Springs reached out to me and was very courteous in offering the suggested resolution. She also indicated that the tankless water heaters have not given them issues in the past; it just takes quite sometime to heat up. I am skeptical but was welcomed back to try out their facilities in the future to see if they are up to my standards next time. 
Regards,
S[redacted]

I've already responded to this complaint on your Revdex.com website. First of all, you need to correct the spelling of my name, it is C[redacted] (not: K[redacted]). That might be one reason you haven't logged my response. We contacted Mr. [redacted]. We spoke at length. We completely refunded his entire stay,...

and he was very happy with this resolution. If you have any further questions, please let me know. General Manager

Complaint: 11773830
I am rejecting this response because: C.[redacted] is mistaken that the company acted in good faith to address our concerns and our request for a refund, that a partial refund is adequate, and that he was unaware of the nature of our terrible massage experience. I have attached e-mail correspondence between myself and C.[redacted]. C.[redacted] was away on business at the time of our stay and although my fiancee and I spoke with 4 different "managers" on the property, all they could do was document our experience and wait for C.[redacted] to address the issues. However, C.[redacted]g did not follow up with us. Instead, we contacted him a few weeks after our stay. He said that he had only a vague idea of the issues with our stay and that there were limited notes on our account detailing the issues. (This is frustration for a customer who has already taken time out of their vacation to talk at length with multiple managers on the property.) I e-mailed a very detailed list of issues in every area: spa services, housekeeping, guest services, front desk, maintenance and management. This was done in good faith and with the verbal agreement between C.[redacted] and myself that we would be compensated for our stay. Taking time to detail our issues like this was done because we know it is more helpful for managers to know specific issues, and to have as much information as possible. If we had thought we were going to receive such an flippant response from C.[redacted], we simply would have made a general complaint--it would have taken far less time. Furthermore, I had to contact C.[redacted] again after sending the e-mail, as he clearly does not take the burden of customer service upon himself. I've had to make every attempt to communicate instead of the company being proactive. C.[redacted] is also mistaken in his e-mail that the bridge lights were very temporarily out of service. The truth is that the bridge lights were out all night long, and that ZERO precautions were taken to either warn guests about the outage or to post warning signs. As the surface of the bridge is variable, it is very dangerous to cross at night. They were still not working in the morning, based on our inquiry with staff. This presents not only an OSHA violation, but it was dangerous for my fiancee who does not see well at night. The bridge is over a roadway, and it was the only access to our suite. Based on the misrepresentation of services offered, a full refund is in order. Each issue compacted each other issue and we in on way experienced a luxurious night at a boutique hotel. The company has serious service and operations issues, and we are doing our due diligence with Revdex.com to make sure other guests do not have the same experience we did.
Regards,
Je[redacted]
Complaint: 11773830