Blackthorne Resort

In regards to the complaint made against the Blackthorne resort; Our family takes great pride in our resort and strives to ensure that all of our guests have a wonderful experience that fosters a fun, friendly family environment that encourages repeat guests year after year We were very disappointed that this matter continues to escalate, even after we have made several attempts to rectify the situation and unfortunately have been unsuccessful with coming to an agreeable resolution with the guests In May of 2015, the guest called our resort and made a reservation for the weekend of August 21st to the 23rdThere is a children’s dance competition in town that happens during this weekend, along with a Rat Rod festival that our resort sponsors annuallyWhen the reservation was made, the guest asked for a room for peopleWe explained that our rooms do not accommodate persons and that they would need to reserve adjoining roomsThe guests stated that of the persons, were children and asked how many beds were in a room We explained that our Plan A room have queen beds and a pull out sofa and/or day bedThe guest stated this size room would be just fine as their children could share the bedsWe once again explained to the guest that we did have adjoining rooms available, and that these rooms may be more suitable for them, but they insisted on the one roomWe booked their reservation for room which has queen beds and one day bed The guest stated in their complaint that when they arrived in their room they had full size bedsThis is an incorrect statement as our Plan A rooms only have Queen size bedsWhen the guests arrived, the day bed was not in the room and they called down to the officeWe apologized for the missing day bed and informed them that we do not have extra sofa beds, but that we would be able bring them a single bedThe guests asked if we had extra beds, but unfortunately we only were able to replace the missing single bed as we were fully booked for this weekendThe guest agreed to the single bed and we had one of our workers bring it to their roomHad the guests not agreed to the accommodations at the time of their arrival, we would have given them a full refund During the weekend of August 21st to the 23rd, we host an annual Rat Rod festivalAs a result of our festival we did have wait lines for breakfast, however, we were fully staffed and the lines moved at a reasonable pace for all of our guestsThe statement made by these guests that they had to wait for minutes to get breakfast is unrealisticThe same can be stated for dinner, our festival is an annual occurrence and we ensure that we are fully staff to satisfy the needs of all of the guest’s staying at the resort or attending the festivalOur dinner menu during this weekend consisted of an open buffet, with seating both inside and outside of the dining hallOur dining room staff worked diligently to keep the tables clean in between guests settings In reference to the condition of our pool during this weekend, we explained and apologized to all of our guests about the pools condition With the large amounts of people that attended the festival during this weekend, it caused us to have too add extra water in the poolOur water is filled with rich minerals and metals, and due to the large amount of water we needed to add to the pool, the excess minerals caused a reaction with the pool chemicalsThe result was a green hue to the poolWe notified our pool specialist immediately and they were working around the clock to get the green hue cleared upThe pool was tested and the levels were safe for our guest to swim in, but it would be several days before the color cleared upWe explained and apologized repeatedly to all of our guests for the color and many of our guest continued to use the pool all weekend When the weekend was over and the guest came to the office to check out, they were insisting that we give them a full refund for their stayThe office staff apologized for any inconveniences that they experienced over the weekend and informed them that hotel policy does not allow for a refund to be issued once a guest has stayed the full weekend and used all the resort amenitiesIt was explained to the guest that if upon arrival they found that the resort or their accommodations were unacceptable, a full refund would have been given at that time and the reservation would have been canceledHowever, since the guests agreed to the room and chose to spend the entire weekend at the resort, we would not be able to refund them their stay A few weeks later the guests wrote a negative review on [redacted] We immediately contacted them to try to resolve their concerns once againWe explained to the guest that if they decided to leave after seeing their room, we would have refunded their entire amount of money, and/or we would have discounted their rateThey accepted their accommodations and decided to stay at the resort therefore, we would only be able to offer them a complimentary weekend for the following year during the same dance competition weekend or for another weekend of their choosingThe guest refused and continued to insist we refund their money backThe guest refused to work with us and was extremely disrespectful and rude on the phone raising their voice considerably and threatening to write negative remarks all over social mediaThe guest informed us that they would be filling a report with the health department and with the Revdex.comWe continued to try to apologize for their experience and come to a mutual resolution, but they were uncooperative and hung up on us We made several attempts to call them back, only to get their answering machine and never to receive a return phone call Since this letter has been filed with the Revdex.com, we have monitored our social media sites and had to remove several extremely obscene comments left by this guestWe understand that not everyone will find our resort to their liking and that some guests will leave our establishment unhappyHowever, we strive very hard to keep our resort and staff, clean, neat, family oriented and guest friendlyWe are extremely disappointed that we are not able to come to a mutual agreement with this guest and feel that the accounts reported by the guest are unrealistic and reflect negatively towards our establishment Thank you The Handle Family Blackthorne Resort

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe offer of a free weekend does not help us as we would not want to experience a repeat of a ruined vacationWe want the Revdex.com to post our complaint so other people are aware of this serious matter
Regards,
*** ***

In regards to the complaint made against the Blackthorne
resort;
Our family takes great pride in our resort and strives to
ensure that all of our guests have a wonderful experience that fosters a fun,
friendly family environment that encourages repeat guests year after year....


 We were very
disappointed that this matter continues to escalate, even after we have made
several attempts to rectify the situation and unfortunately have been unsuccessful
with coming to an agreeable resolution with the guests.
In May of 2015, the guest called our resort and made a
reservation for the weekend of August 21st to the 23rd. There is a
children’s dance competition in town that happens during this weekend, along
with a Rat Rod festival that our resort sponsors annually. When the reservation
was made, the guest asked for a room for 6 people. We explained that our rooms
do not accommodate 6 persons and that they would need to reserve 2 adjoining
rooms. The guests stated that 4 of the 6 persons, were children and asked how
many beds were in a room.  We explained
that our Plan A room have 2 queen beds and a pull out sofa and/or day bed. The
guest stated this size room would be just fine as their children could share
the beds. We once again explained to the guest that we did have adjoining rooms
available, and that these rooms may be more suitable for them, but they
insisted on the one room. We booked their reservation for room 212 which has 2
queen beds and one day bed.
The guest stated in their complaint that when they arrived
in their room they had 2 full size beds. This is an incorrect statement as our
Plan A rooms only have Queen size beds. When the guests arrived, the day bed
was not in the room and they called down to the office. We apologized for the
missing day bed and informed them that we do not have extra sofa beds, but that
we would be able bring them a single bed. The guests asked if we had 2 extra
beds, but unfortunately we only were able to replace the missing single bed as
we were fully booked for this weekend. The guest agreed to the single bed and
we had one of our workers bring it to their room. Had the guests not agreed to the
accommodations at the time of their arrival, we would have given them a full
refund.
During the weekend of August 21st to the 23rd,
we host an annual Rat Rod festival. As a result of our festival we did have
wait lines for breakfast, however, we were fully staffed and the lines moved at
a reasonable pace for all of our guests. The statement made by these guests
that they had to wait for 45 minutes to get breakfast is unrealistic. The same
can be stated for dinner, our festival is an annual occurrence and we ensure
that we are fully staff to satisfy the needs of all of the guest’s staying at
the resort or attending the festival. Our dinner menu during this weekend
consisted of an open buffet, with seating both inside and outside of the dining
hall. Our dining room staff worked diligently to keep the tables clean in
between guests settings.
In reference to the condition of our pool during this weekend,
we explained and apologized to all of our guests about the pools condition.
With the large amounts of people that attended the festival during this weekend,
it caused us to have too add extra water in the pool. Our water is filled with
rich minerals and metals, and due to the large amount of water we needed to add
to the pool, the excess minerals caused a reaction with the pool chemicals. The
result was a green hue to the pool. We notified our pool specialist immediately
and they were working around the clock to get the green hue cleared up. The
pool was tested and the levels were safe for our guest to swim in, but it would
be several days before the color cleared up. We explained and apologized
repeatedly to all of our guests for the color and many of our guest continued
to use the pool all weekend.
When the weekend was over and the guest came to the office
to check out, they were insisting that we give them a full refund for their
stay. The office staff apologized for any inconveniences that they experienced
over the weekend and informed them that hotel policy does not allow for a
refund to be issued once a guest has stayed the full weekend and used all the
resort amenities. It was explained to the guest that if upon arrival they found that
the resort or their accommodations were unacceptable, a full refund would have
been given at that time and the reservation would have been canceled. However, since
the guests agreed to the room and chose to spend the entire weekend at the
resort, we would not be able to refund them their stay.
A few weeks later the guests wrote a negative review on [redacted]. We immediately contacted them to try to resolve their concerns once
again. We explained to the guest that if they decided to leave after seeing
their room, we would have refunded their entire amount of money, and/or we
would have discounted their rate. They accepted their accommodations and decided
to stay at the resort therefore, we would only be able to offer them a
complimentary weekend for the following year during the same dance competition
weekend or for another weekend of their choosing. The guest refused and continued
to insist we refund their money back. The guest refused to work with us and was
extremely disrespectful and rude on the phone raising their voice considerably
and threatening to write negative remarks all over social media. The guest
informed us that they would be filling a report with the health department and
with the Revdex.com. We continued to try to apologize for their experience
and come to a mutual resolution, but they were uncooperative and hung up on us.
We made several attempts to call them back, only to get their answering machine
and never to receive a return phone call.
Since this letter has been filed with the Revdex.com,
we have monitored our social media sites and had to remove several extremely obscene
comments left by this guest. We understand that not everyone will find our
resort to their liking and that some guests will leave our establishment
unhappy. However, we strive very hard to keep our resort and staff, clean, neat,
family oriented and guest friendly. We are extremely disappointed that we are
not able to come to a mutual agreement with this guest and feel that the accounts
reported by the guest are unrealistic and reflect negatively towards our
establishment.
Thank you
The Handle Family
Blackthorne Resort