Brandywine River Hotel

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: a) I was NOT nor ever intending on sneaking a dog into the hotel Just because the hotel is one of selfishness and greed please do not assume that I intended to "sneak" the dog inI came in first to get the room key as is usually how we proceed to check in while my husband parked the van, it was pouring raining and was simply faster and more efficient to check in I, with all honesty, asked about the dog fee as soon as I came inAdditionally, I was not aware of the fact that [redacted] .com would connect to " [redacted] ***." From speaking with [redacted] .com about this incident they were as appalled of the treatment as I was b) I would like a copy of the video of your alleged attack on me that I was nasty I was clearly blindsided and upset but not nasty to anyone I actually kept saying that I could not believe that this was actually happening Never in all our travels has a hotel or an employee ever treated us with such disrespect And I assume that since the owner is out of the country he/she may never find out about this incident from the employees.c) Please send me a copy of the video as I and you will need it for the local Magisterial authorities in your district This actually will also show the nasty way both my husband and I were treated d) I will accept the refund of the pet fee, but I will also pursue the remainder legally e) And yes, theres is karma and I assure you that God will punish them for the way they, as a business and the employees they hire, treat people I am most assuredly convinced that prayers will be heard f) Please send me a copy of the camera video Regards, [redacted]

April 21, 2017My owner received a letter from the BBC regarding an irate guest we had check in My owner is away out of town for at least a few weeks with a family emergency in England so I didn’t want to hold up the response.The customer in question booked their reservation with ***.Com
and never told them they had a petIf they had told ***.com they had a pet with them ***.com would have forwarded them to *** *** which is their pet friendly booking siteWhen the guests arrived at the hotel and realized they could not sneak the dog in because we have only one main entrance they proceeded to tell us they had an animal.The charge for a dog pounds and under is $and over pounds is $On the ***.com form they gave me it does state that we accept dogs upon request we must be notified if bringing a pet, and that charges will applyAgain if the customer had called and advised us they had a dog we could have taken care of it at that time, but they did not.We do have audio and visual at the front desk to show how the customer was very irate and yelling at my employeesMy agents proceeded to tell her they were going to have to charge her since the cancellation policy that she made with ***.com has a cancellation policy as does our hotelWe explained that to her and she just got nastier as it went alongAs for the complaints on our review only one time in over reviews did someone complain about an employee and that was after they were told no, guests don't like the no word so they say some nasty things to make them feel better since they did not like the answer they receivedShe had never even walked in one of our rooms so how could she have known the room was shabbyI believe in Karma to and this guest should not be refunded, they chose to leave the hotel.When she was told that she would be charged for cancelling the reservation after check in time and without the required hours notice that must be given she got even louder yelling at the employees This was not greed and selfishness it is a business and the guests need to follow the policy set forth when they make a reservation, we can not pick and choose who follows policy, we treat all of our guests the same.To repeat myself, if only ***.com or our hotel were notified that a dog would be coming none of ?his would have happened, we only have dog rooms and they are booked most every weekend, we were lucky we had a room to even accept the dog without any noticeHow could this be an act of cruelty when you were the ones not willing to pay the fee that was required as all of the other guest do without complaint.The only thing we are willing to do is refund the pet fee of $including tax since they never told us in the beginning there would be a petThe cancellation charge stands se did explain to them directly at the deskAs for the additional $for another hotel that is their responsibility since they stormed out of our hotel and spent the additional monies on another hotel.I have been the manager here for a longtime and never had a guest treat my employees the way she did, the abuse and yelling that came from her was over the topThey could only do what they were told and that is to charge the pet fee since they had a large pet weighing over pounds.I have a copy of their ***.com reservation to prove to you there was never a dog mentioned to them and also the pet policy and the check in receipt that states all the prices,Thanking you in advance for your help in this matter, I will be awaiting your replyIf you would like to email us you can do so at [email protected],Sincerely,Lisa E.Hotel Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
a)  I was NOT nor ever intending on sneaking a dog into the hotel.  Just because the hotel is one of selfishness and greed please do not assume that I intended to "sneak" the dog in. I came in first to get the room key as is usually how we proceed to check in while my husband parked the van, it was pouring raining and was simply faster and more efficient to check in.   I, with all honesty, asked about the dog fee as soon as I came in. Additionally, I was not aware of the fact that [redacted].com would connect to "[redacted]."  From speaking with [redacted].com about this incident they were as appalled of the treatment as I was.  b)  I would like a copy of the video of your alleged attack on me that I was nasty.  I was clearly blindsided and upset but not nasty to anyone.  I actually kept saying that I could not believe that this was actually happening.  Never in all our travels has a hotel or an employee ever treated us with such disrespect.  And I assume that since the owner is out of the country he/she may never find out about this incident from the employees.c)  Please send me a copy of the video as I and you will need it for the local Magisterial authorities in your district.  This actually will also show the nasty way both my husband and I were treated.  d)  I will accept the refund of the pet fee, but I will also pursue the remainder legally.  e)  And yes, theres is karma and I assure you that God will punish them for the way they, as a business and the employees they hire, treat people.  I am most assuredly convinced that prayers will be heard.  f)  Please send me a copy of the camera video.  
Regards,
[redacted]