Carlton Oaks Golf & Resort

Review: August 2, 2013Hello, let me begin by introducing myself.I am a recently semi-retired Clinical Psychologist with 34 years of professor at the graduate level in Ma. and Ph.D. at the UNAM.I did my Postdoctoral studies in NY in the 70s for 5 years.Before that, my first career was in business as my family owned a big manufacturing corporation [redacted] and we were associated then with [redacted] in the US.As part of my duties, I have been involved in consulting some organizations as well as speaker at various conventions, workshops as well as publisher of books and professional scientific papers.All of the above is to inform you that I have the sufficient knowledge and credentials to describe and judge the horrendous experience that my wife and I are going throw as a result of the mismanagement, lack of business principles and ethics of the CARLTON OAKS LODGE in Santee Ca.We have been guest of the lodge for more than 15 years and until this unfortunate stay things have been pleasant and y general terms, efficient.On occasions things did not function as they were supposed to, but always there was the honest and sincere disposition to have them fixed and I developed a good relationship with everybody that used to work hear. I was even invited to give a workshop (free) on Group Dynamics at the [redacted] throw one of the clerks who were studying Psychology there.Sorry about the preamble but I think it is important for you to know the context of the rest of the story.At the end of our yearly vacations in the first week of August 2012 last year I made the reservations for what should has been again a pleasant vacation.I was told by [redacted], Manager of the Lodge that their where plans for remodeling the rooms and that maybe our room the 208 would or would not be renovated. We agree that I would prefer an old room, as I did not like the new lay out of the rooms but that it should be on the second floor with the view to the golf course instead of to the parking lot.As to the rates, he informed that the renovated rooms would have an increase of between 10% to 20 %. I agreed to that, and we settled the dates for the 26 of Julyto the 15 of August 2013.Some time at the beginning of the year, I e-mail [redacted] to reconfirm our reservations. As I did not receive any response from [redacted] I insisted to the lodge by e-mail until I finally had [redacted] answer the mail saying that [redacted] was O.K.???To my surprise, some other mails followed in which it clearly showed a lack of organization. The day just before my flight to San Diego, she wrote the room was OK with a king bed??? instead of the double bed that we always had for more than 15 years.We finally arrived on the 26 as planed and in the front desk was an employee by the name of [redacted]. I notice the change of attitude towards me and sure enough came the disaster as she presided to ask for my credit card and made me sign a form.I was not wearing my reading glasses but notice that the cost per day of the room was weekdays 109.00 and 119.00 in the weekends. More than 110% the maximum agreed rate. I said heir must be a mistake the rate that I was told by [redacted] should be no more that 20% of the rate I paid last year of $49.80 with taxes included. She said that many things had changed and that [redacted] was not working in the lodge any more. Since I was much tiered and unfortunately, my wife is sick again with a recurrence of breast cancer, I sign the form with a note referring to last year reservation.On the next day, I meet [redacted] and explained to her my position. She defended the Lodge implying that was [redacted] to be blamed on the error or misinformation.I replayed that [redacted] was the manager of the lodge at that time and that the reservation should be honored as it was done by representative of Carlton Oaks.I felt mistreated and abused as she questioned me. It was as if I was lying about the agreed rate.In the subsequent days, I spoke with Heide, as I know her from previous visits and attempted to explain what had happened. She promised to speak to Ben the owner of the lodge and to tell him that I would be willing to pay the 20% increase.On the next day, she said that Ben refused the offer and that he would lower the fee to $90.00 per day arguing that I did not get in writing the rate with the 20% that amounts to $60.00. Some guest did get the 60 to 70 dolls. rate because they had in writing and that I did not have it???? That made me feel even worst because the implication was that I was lying again.It became clear to me that they were trying to find excuses to free themselves from the initial offer made by their then lodge manager [redacted] or they were doing this on purpose so to discourage me to stay here?????I asked Heide if she could arrange a meeting with Ben to personally try to explain the matter and to tell him about my offer to pay the maximum promised 60 dolls.A day before last she informed me that Ben refused to talk to me and that he would not go lower than 90.It was then when I decided to get all of the information and write to you so that you can intervene to try to solve this unprofessional and unethical business practices. All of what I have described before has ruined our vacations, and we have lost Pease, tranquility and precious time in dealing with this ordeal. We had to make many preparations to come to this trip which included rescheduling medical procedures for my wife cancer, lost income for the 20 days, pension arrangements for our pets,etc,etc.I now feel that I should have a full refund for the horrible times we have been going throw, and a future 20-day stay at the $60.00 rate with the view to the golf course as promised.May I also explain that the renovation meant change of carpet, furniture, TV but lack of voice mail messages service plus a sliding door that does not keep noises or bad smells from the bathroom!!!!!I hope you will be able to solve this as soon as possible so that we can at least enjoy some of the dDesired Settlement: I now feel that I should have a full refund for the horrible times we have been going throw, and a future 20-day stay at the $60.00 rate with the view to the golf course as promised.

Business

Response:

We appreciate every guest and always hope to provide the utmost hospitality. In the past few years we have gone through a complete renovation of our entire facility including our lodge, thus there was a change in our lodging rates. I understand that our guest had spoken with a previous manager that had worked here prior to the renovations. From our understanding the conversation was about the changes and how it would affect our rates. Unfortunately the manager that the guest had spoken to no longer works here to verify any discussion or agreement involving a future rate and because the reservation was not made at the time of said conversation we were unable to give our guest his desired rate. However, this did not mean we were unwilling to compromise. We made every effort to make the guest's stay enjoyable. We lowered our rate substantially and waived all resort fees for amenities provided to the guest. We are deeply saddened to hear that our changes in furniture, t.v., and services were disappointing. The changes we have made were meant to elevate our guests experience. Carlton Oaks takes every guests review into great consideration when implementing changes. We do not want to lose our loyal customers, we hope that they will remain through our growth as a business and community. The Lodge at Carlton Oaks would just like to apologize again and thank our guest for his insight.

Sincerely,

Carlton Oaks

Ph 619.448.4242

9200 Inwood Dr.

Santee, CA 92071