Hi Revdex.com,Guest left a negative review on [redacted] to which I responded right away I spoke with guest concerning her experience at my property and apologized for pool not yet being open Our pool is open seasonally I can't verify her claim of front desk being rude, the employee in question has been working here since and has never had an complaint against him I receive numerous positive reviews on [redacted] and [redacted] concerning this specific employee.Guest asked for and received a discount on the rate she paid and was satisfied after I spoke with her I told her we were in the process of discounting the other rooms as well I asked her to send me a list of the rooms so we could make sure we accounted for the entire group, I believe she tried to get a list together but later emailed me, asking me to verify that her and her daughters room was discounted and that the other rooms could call in if they wanted We went ahead and discounted all rooms in the group No other complaints were received from members in the group even after I spoke with the organizer and head coach Thanks[redacted] ***General ManagerBEST WESTERN Mission InnSouth Main St.Las Cruces, NM
Complaint: ***
I am rejecting this response because:
Regards,
*** ***I never got a discount, and I have never heard of *** I Can get other parent to verify being rude I spoke to him time only! This does not account for his indicating *** was his supervisor *** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
Hi Revdex.com,I received a follow up letter from Revdex.com concerning guests experience and my reply. When I mentioned in my previous reply that I could not verify the specific employees rudeness, I did not mean to discount guests story. When we spoke on the phone I acknowledged that being rude to any of our guests is uncalled for and that he should have mentioned me as his direct supervisor and not the other employee. The other employee did confirm that guest said the employee in question forwarded her to him as his supervisor. However, as an employer I can not take punitive action against him based on this one experience. Reason being, he has been working here for years (the other employee years) and we've never had a situation in which something similar has happened Being rude to any of our guests for any reason would be absolutely uncalled for, I am not disputing that at all. I and my staff take pride in providing excellent customer service and this sequence of events, as guest described, is an absolute aberration. I apologized on the phone when I spoke personally and apologize now as well. No guest should leave our property feeling as though we did not address any of their concerns and it's clear that we allowed that to happen. I will make a point to monitor this particular employee's handling of customer complaints.Concerning the discount, we processed those the morning I spoke with guest (4/13) and have attached folio showing as such. I'd like to ask guest to double check to make sure she has been credited and if not, to contact me right away. I can trace the credit with my merchant processor for her.Also, when I mentioned ***, that is the platform in which we receive guest reviews, guest received an automated email asking her to review her experience and it was processed by/in *** Again, I sincerely apologize for your experience at my hotel, I know you are upset at the way my employee treated you. Although I haven't taken punitive action yet, I have made him clearly aware as well as the rest of my staff that this will not be tolerated For records sake, I'm attaching the folios I mentioned above and the email correspondence I had with guest *** ***General ManagerBEST WESTERN Mission InnSouth Main St.Las Cruces, NM 88005*** *** ***
*** *** ***
*** *** ***
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Hi Revdex.com,Guest left a negative review on [redacted] to which I responded right away. I spoke with guest concerning her experience at my property and apologized for pool not yet being open. Our pool is open seasonally. I can't verify her claim of front desk being rude, the employee in...
question has been working here since 2006 and has never had an complaint against him. I receive numerous positive reviews on [redacted] and [redacted] concerning this specific employee.Guest asked for and received a discount on the rate she paid and was satisfied after I spoke with her. I told her we were in the process of discounting the other rooms as well. I asked her to send me a list of the rooms so we could make sure we accounted for the entire group, I believe she tried to get a list together but later emailed me, asking me to verify that her and her daughters room was discounted and that the other rooms could call in if they wanted. We went ahead and discounted all rooms in the group. No other complaints were received from members in the group even after I spoke with the organizer and head coach. Thanks.[redacted]General ManagerBEST WESTERN Mission Inn1765 South Main St.Las Cruces, NM 88005
Hi Revdex.com,Guest left a negative review on [redacted] to which I responded right away I spoke with guest concerning her experience at my property and apologized for pool not yet being open Our pool is open seasonally I can't verify her claim of front desk being rude, the employee in question has been working here since and has never had an complaint against him I receive numerous positive reviews on [redacted] and [redacted] concerning this specific employee.Guest asked for and received a discount on the rate she paid and was satisfied after I spoke with her I told her we were in the process of discounting the other rooms as well I asked her to send me a list of the rooms so we could make sure we accounted for the entire group, I believe she tried to get a list together but later emailed me, asking me to verify that her and her daughters room was discounted and that the other rooms could call in if they wanted We went ahead and discounted all rooms in the group No other complaints were received from members in the group even after I spoke with the organizer and head coach Thanks[redacted] ***General ManagerBEST WESTERN Mission InnSouth Main St.Las Cruces, NM
Complaint: ***
I am rejecting this response because:
Regards,
*** ***I never got a discount, and I have never heard of *** I Can get other parent to verify being rude I spoke to him time only! This does not account for his indicating *** was his supervisor *** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
Hi Revdex.com,I received a follow up letter from Revdex.com concerning guests experience and my reply. When I mentioned in my previous reply that I could not verify the specific employees rudeness, I did not mean to discount guests story. When we spoke on the phone I acknowledged that being rude to any of our guests is uncalled for and that he should have mentioned me as his direct supervisor and not the other employee. The other employee did confirm that guest said the employee in question forwarded her to him as his supervisor. However, as an employer I can not take punitive action against him based on this one experience. Reason being, he has been working here for years (the other employee years) and we've never had a situation in which something similar has happened Being rude to any of our guests for any reason would be absolutely uncalled for, I am not disputing that at all. I and my staff take pride in providing excellent customer service and this sequence of events, as guest described, is an absolute aberration. I apologized on the phone when I spoke personally and apologize now as well. No guest should leave our property feeling as though we did not address any of their concerns and it's clear that we allowed that to happen. I will make a point to monitor this particular employee's handling of customer complaints.Concerning the discount, we processed those the morning I spoke with guest (4/13) and have attached folio showing as such. I'd like to ask guest to double check to make sure she has been credited and if not, to contact me right away. I can trace the credit with my merchant processor for her.Also, when I mentioned ***, that is the platform in which we receive guest reviews, guest received an automated email asking her to review her experience and it was processed by/in *** Again, I sincerely apologize for your experience at my hotel, I know you are upset at the way my employee treated you. Although I haven't taken punitive action yet, I have made him clearly aware as well as the rest of my staff that this will not be tolerated For records sake, I'm attaching the folios I mentioned above and the email correspondence I had with guest *** ***General ManagerBEST WESTERN Mission InnSouth Main St.Las Cruces, NM 88005*** *** ***
*** *** ***
*** *** ***
*** ***
Hi Revdex.com,Guest left a negative review on [redacted] to which I responded right away. I spoke with guest concerning her experience at my property and apologized for pool not yet being open. Our pool is open seasonally. I can't verify her claim of front desk being rude, the employee in...
question has been working here since 2006 and has never had an complaint against him. I receive numerous positive reviews on [redacted] and [redacted] concerning this specific employee.Guest asked for and received a discount on the rate she paid and was satisfied after I spoke with her. I told her we were in the process of discounting the other rooms as well. I asked her to send me a list of the rooms so we could make sure we accounted for the entire group, I believe she tried to get a list together but later emailed me, asking me to verify that her and her daughters room was discounted and that the other rooms could call in if they wanted. We went ahead and discounted all rooms in the group. No other complaints were received from members in the group even after I spoke with the organizer and head coach. Thanks.[redacted]General ManagerBEST WESTERN Mission Inn1765 South Main St.Las Cruces, NM 88005