Buttermilk Falls Inn & Spa

Dear Revdex.com, I did respond to the guests complaintsI will re-state here what was done to respond to her complaints, even though they were unfounded, and it was her decision to leaveThere was nothing wrong with the room or the service providedUpon her departure, we refunded her credit card the remainder of her stay, against our cancellation policy.The Guest House was cleaned and inspected to the standards set forth by our Housekeeping procedures.I can assure you these standards are the same standards that all of our guests experience (and might I add many of our reviews mention how clean and beautiful our facilities are), as well as above and beyond the NYS Health Departmentsmandated codeThe floors, bathrooms, bedrooms, kitchen, etcwere all cleaned before arrivalWhen you checked in, you stated to our front desk team that the floors were “filthy”To resolve the issue that you presented, my maintenance teamand *** ***, my manager on duty, went down to the house and cleaned the floors, a second time, on your day of arrivalWe also, sent housekeeping a third time, to clean your floorsOur maintenance team changed every light bulb in the housebecause you stated they “were too dim”Our maintenance manager added an additional lock to an already secure house because you stated that you were scared to stay in the house aloneThroughout all of these actions that my staff took to rectify thesituation, you verbally abused my team, stating that they are inept, useless and of no help at all (to the point of profanities) when in fact, they were doing everything they possibly could to remedy the issues that you presented

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response, while verbose, does not address the specifics of the complaint.  The basics of hospitality are cleanliness.  This standard was not met.  Air conditioning is a stated feature of the house on the company's website but was not provided.  If the listed attributes of the house are not provided, and complaints about the lack thereof not addressed, payment should not be expected nor required.  The simple facts are Buttermilk Falls Inn did not meet this basic business standard.  And their response dances in circles around irrelevant topics.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted], I always appreciate valid and direct feedback. As you can see from our many positive reviews, on multiple sites and the occasional negative review, I begin each response thanking our clients for their feedback. We cannot grow as a business and ensure that each guest...

is presented with the best service possible, without listening to what our guests say. Which brings me to your review. Customer service is a 2 - way street. A product or service is presented, and if the product or service does not meet the expectations of the client, the service provider does all they can to resolve the situation with the client. You checked in to our River Birch House on Monday, August [redacted]. The Guest House was cleaned and inspected to the standards set forth by our Housekeeping procedures. I can assure you these standards are the same standards that all of our other guests experience (and might I add many of our reviews mention how clean and beautiful our facilities are), as well as above and beyond the NYS Health Departments mandated code. The floors, bathrooms, bedrooms, kitchen, etc. were all cleaned before your arrival. When you checked in, you stated to our front desk team that the floors were “filthy”. To resolve the issue that you presented, my maintenance team and [redacted], my manager on duty, went down to the house and cleaned the floors, a second time, on your day of arrival. We also, sent housekeeping a third time, to clean your floors. Our maintenance team changed every light bulb in the house because you stated they “were too dim”. Our maintenance manager added an additional lock to an already secure house because you stated that you were scared to stay in the house alone. Throughout all of these actions that my staff took to rectify the situation, you verbally abused my team, stating that they are inept, useless and of no help at all (to the point of profanities) when in fact, they were doing everything they possibly could to remedy the issues that you presented. I will spare the Revdex.com community any more detail about your volatile interactions with my team, and will share that at this juncture I knew that there would be nothing we could do to make you happy. I am sorry you did not enjoy your stay with us, but I truly feel my staff and management team did everything we could to help you. Upon your early departure and against our cancellation policy, I refunded your credit card the balance of $1812.00 which reflects the nights that you did not stay with us. I retained a balance of $1,087.20 for the 2 nights that you did stay with us.