I am totally unaware of this person's complaint I have received no phone calls or emails on this issue.Please ask the person who she has spoken with at Cherry Valley Lodge as I have absolutely no information concerning a hour wait to check in Our check in time is 4:00PM daily.It will assist me greatly if I can get a bit more information and I will do my best to resolve things quickly In the meantime, I have asked some of my managers via email to get back with me if they have any knowledge.thank youLarry M***General Manager
According to the Waterpark Manager and Department Manager this is what happenedThe guest involved was seen initially walking straight into the park without purchasing any wrist bands from the front deskWhen the manager was able to find them in the park, he asked if they had purchased any ticketsThe woman told him that her husband had them and would be returning soonAbout an hour went by and again he asked her about the bands, she said he was about minutes away and on his way back, Once the husband arrived, they still didn't have the bandsHe approached the husband to ask, but, he quickly changed the subject complaining about our galley and other issuesHe avoided any conversation of the bands and walked away from the managerThe manager went to the director of the park about the situation seeing that he was not getting anywhere with the coupleWhen the director approached the husband and asked him about the bands, the husband got into the director's face, yelling, causing a seen, and complaining about other stuff and not listening to what the director had to sayThe couple was given the option to either buy the necessary bands or exit the parkThey chose to leaveThe guest complained in a note that they did not get to eat their food, however, their drinks and food were left on the table and had been clearly eatenOur staff tried to be as courteous as possible but not given much option with how they were handling themselves during the situationOur waterpark had just opened that weekend after being closed for about a month for our yearly painting and maintenanceWe had been inspected just before opening without any violationsOur guests pay to use the waterpark and we have to charge everyone that enters it
Dear Ms [redacted] We, at the Cherry Valley Lodge, do apologize for the error made from one of our Front Desk Associates. Please accept the 2 Waterpark passes to CoCo Key Waterpark valued at $25 each. We will be sending those out to your mailing address. Thank You, The Staff... at Cherry Valley Lodge
I am rejecting this response because:I had one conversation with Mr.*** for approximately minutes The time is recorded on my cell phone so I would not consider that a lengthy conversationI was advised by Mr*** that I was still getting a great price of $ He stated that the regular price is $ In my opinion that is not affordable for many familiesI contacted him because the coupon is for his company and has nothing to do with the school that sold the book I am not sure why he suggested for me to call the facility that sold the book I asked if he could do what was right for the customer and validate this coupon since it is for a child's birthday The price difference is $so I do not see where this would negatively effect their profit and cause any financial burden to Cherry Valley Lodge I am the customer caught in a finger pointing disagreement between Cherry Valley Lodge and Entertainment Book I have reached out to the book but they do not have a customer service phone numberI have sent an email as instructed by their websiteI do appreciate Mr *** taking time out of his busy day to discuss this matter with me
Complaint ID: *** *** *** ***) Thu, 08/25/10:pm To Whom it May Concern: My last message sent in the system says that I decline the response from the Cherry Valley Lodge because at the time the refund had not been put into my accountSince then it has appeared on my account and I have been refunded the $So I would like to accept the response and finalize the disputeHow do go about doing this? Sincerely, *** *** Complaint ID: ***
From* *** ***Date: Thu, Aug 18, at 12:PMSubject: Re: Cherry Valley Lodge Complaint ID ***To: ***Mr*** *** In response to the complaint ID 1*** on the weekend of May 28th, the Cherry Valley
Lodge had just been outfitted with a brand new Reservations System and unfortunately not all of the initial kinks with this new system had been worked out by the Training Staff for this systemAt the front desk this system showed that certain sleeping rooms were clean and available, however that information did not reflect the information that our Room Service Manager was typing into the systemSo, unfortunately we had a long line at the front desk wanting to check in to their sleeping rooms and the Front desk Staff could not tell which rooms were actually clean and available and that is the reason our Manager on Duty had to physically walk to every sleeping room that we assigned to each guest to make sure that the room was clean and availableThis of course created a big baat front desk and very unhappy guests especially since we had several Sports Teams in house with large room blocks. Another problem was our key machine did not work correctly and after calling the Key Machine Company to find out why we have problems making the room keys for our guests, we were told that they had an internal problem with their key system and again that left our front desk staff in a very difficult situation. Our Manager on duty did give this guest a refund for the amount of $ to their Discover card, however this transaction did not happen until 8/16/so it probably has not shown up as a credit yet on customer's account and we deeply regret that this had not taken care of in a more timely manner. Sincerely Bernadette V.Reservations Manager
Gentlemen,We have discussed at great length the issues concerning this fraudulent coupon that Ms*** states that she purchased as part of an Entertainment Book.This coupon was inserted in the book by a person or persons working for the Entertainment Book Company without approval from Cherry
Valley Lodge. They claimed to have had a personal relationship with someone that worked at Cherry Valley Lodge several years ago and that is why they included the coupon in their book without a signed agreement. We have no knowledge who this "former employee" is and the Entertainment Book has no record of receiving a signed agreement.We have encouraged Ms*** to complain to both the Entertainment Book and to the institution that sold the book. Her complaint is with them and not Cherry Valley Lodge as we are not responsible for the actions of other businesses and only through complaints made against the Entertainment Book will this kind of unethical marketing be stopped. Ms*** has stated that she is unable to get the EB to contact her. Again, we can not accept responsibility for their poor business practices. Ms*** has suggested to me that Cherry Valley Lodge should "step up to the plate" and honor her coupon. Unfortunately, that will do nothing to punish the company and organization selling and distributing these coupons.Sincerely,Larry M., General Manager
I am totally unaware of this person's complaint. I have received no phone calls or emails on this issue.Please ask the person who she has spoken with at Cherry Valley Lodge as I have absolutely no information concerning a 3 hour wait to check in. Our check in time is 4:00PM daily.It will...
assist me greatly if I can get a bit more information and I will do my best to resolve things quickly. In the meantime, I have asked some of my managers via email to get back with me if they have any knowledge.thank youLarry M[redacted]General Manager
According to the Waterpark Manager and Department Manager this is what happened. The guest involved was seen initially walking straight into the park without purchasing any wrist bands from the front desk. When the manager was able to find them in the park, he asked if they had purchased any...
tickets. The woman told him that her husband had them and would be returning soon. About an hour went by and again he asked her about the bands, she said he was about 5 minutes away and on his way back, Once the husband arrived, they still didn't have the bands. He approached the husband to ask, but, he quickly changed the subject complaining about our galley and other issues. He avoided any conversation of the bands and walked away from the manager. The manager went to the director of the park about the situation seeing that he was not getting anywhere with the couple. When the director approached the husband and asked him about the bands, the husband got into the director's face, yelling, causing a seen, and complaining about other stuff and not listening to what the director had to say. The couple was given the option to either buy the necessary bands or exit the park. They chose to leave. The guest complained in a note that they did not get to eat their food, however, their drinks and food were left on the table and had been clearly eaten. Our staff tried to be as courteous as possible but not given much option with how they were handling themselves during the situation. Our waterpark had just opened that weekend after being closed for about a month for our yearly painting and maintenance. We had been inspected just before opening without any violations. Our guests pay to use the waterpark and we have to charge everyone that enters it.
Dear Ms [redacted] We, at the Cherry Valley Lodge, do apologize for the error made from one of our Front Desk Associates. Please accept the 2 Waterpark passes to CoCo Key Waterpark valued at $25 each. We will be sending those out to your mailing address. Thank You, The Staff...
I am totally unaware of this person's complaint I have received no phone calls or emails on this issue.Please ask the person who she has spoken with at Cherry Valley Lodge as I have absolutely no information concerning a hour wait to check in Our check in time is 4:00PM daily.It will assist me greatly if I can get a bit more information and I will do my best to resolve things quickly In the meantime, I have asked some of my managers via email to get back with me if they have any knowledge.thank youLarry M***General Manager
According to the Waterpark Manager and Department Manager this is what happenedThe guest involved was seen initially walking straight into the park without purchasing any wrist bands from the front deskWhen the manager was able to find them in the park, he asked if they had purchased any ticketsThe woman told him that her husband had them and would be returning soonAbout an hour went by and again he asked her about the bands, she said he was about minutes away and on his way back, Once the husband arrived, they still didn't have the bandsHe approached the husband to ask, but, he quickly changed the subject complaining about our galley and other issuesHe avoided any conversation of the bands and walked away from the managerThe manager went to the director of the park about the situation seeing that he was not getting anywhere with the coupleWhen the director approached the husband and asked him about the bands, the husband got into the director's face, yelling, causing a seen, and complaining about other stuff and not listening to what the director had to sayThe couple was given the option to either buy the necessary bands or exit the parkThey chose to leaveThe guest complained in a note that they did not get to eat their food, however, their drinks and food were left on the table and had been clearly eatenOur staff tried to be as courteous as possible but not given much option with how they were handling themselves during the situationOur waterpark had just opened that weekend after being closed for about a month for our yearly painting and maintenanceWe had been inspected just before opening without any violationsOur guests pay to use the waterpark and we have to charge everyone that enters it
Dear Ms [redacted] We, at the Cherry Valley Lodge, do apologize for the error made from one of our Front Desk Associates. Please accept the 2 Waterpark passes to CoCo Key Waterpark valued at $25 each. We will be sending those out to your mailing address. Thank You, The Staff... at Cherry Valley Lodge
I am rejecting this response because:I had one conversation with Mr.*** for approximately minutes The time is recorded on my cell phone so I would not consider that a lengthy conversationI was advised by Mr*** that I was still getting a great price of $ He stated that the regular price is $ In my opinion that is not affordable for many familiesI contacted him because the coupon is for his company and has nothing to do with the school that sold the book I am not sure why he suggested for me to call the facility that sold the book I asked if he could do what was right for the customer and validate this coupon since it is for a child's birthday The price difference is $so I do not see where this would negatively effect their profit and cause any financial burden to Cherry Valley Lodge I am the customer caught in a finger pointing disagreement between Cherry Valley Lodge and Entertainment Book I have reached out to the book but they do not have a customer service phone numberI have sent an email as instructed by their websiteI do appreciate Mr *** taking time out of his busy day to discuss this matter with me
Complaint ID: *** *** *** ***) Thu, 08/25/10:pm To Whom it May Concern: My last message sent in the system says that I decline the response from the Cherry Valley Lodge because at the time the refund had not been put into my accountSince then it has appeared on my account and I have been refunded the $So I would like to accept the response and finalize the disputeHow do go about doing this? Sincerely, *** *** Complaint ID: ***
From* *** ***Date: Thu, Aug 18, at 12:PMSubject: Re: Cherry Valley Lodge Complaint ID ***To: ***Mr*** *** In response to the complaint ID 1*** on the weekend of May 28th, the Cherry Valley
Lodge had just been outfitted with a brand new Reservations System and unfortunately not all of the initial kinks with this new system had been worked out by the Training Staff for this systemAt the front desk this system showed that certain sleeping rooms were clean and available, however that information did not reflect the information that our Room Service Manager was typing into the systemSo, unfortunately we had a long line at the front desk wanting to check in to their sleeping rooms and the Front desk Staff could not tell which rooms were actually clean and available and that is the reason our Manager on Duty had to physically walk to every sleeping room that we assigned to each guest to make sure that the room was clean and availableThis of course created a big baat front desk and very unhappy guests especially since we had several Sports Teams in house with large room blocks. Another problem was our key machine did not work correctly and after calling the Key Machine Company to find out why we have problems making the room keys for our guests, we were told that they had an internal problem with their key system and again that left our front desk staff in a very difficult situation. Our Manager on duty did give this guest a refund for the amount of $ to their Discover card, however this transaction did not happen until 8/16/so it probably has not shown up as a credit yet on customer's account and we deeply regret that this had not taken care of in a more timely manner. Sincerely Bernadette V.Reservations Manager
Gentlemen,We have discussed at great length the issues concerning this fraudulent coupon that Ms*** states that she purchased as part of an Entertainment Book.This coupon was inserted in the book by a person or persons working for the Entertainment Book Company without approval from Cherry
Valley Lodge. They claimed to have had a personal relationship with someone that worked at Cherry Valley Lodge several years ago and that is why they included the coupon in their book without a signed agreement. We have no knowledge who this "former employee" is and the Entertainment Book has no record of receiving a signed agreement.We have encouraged Ms*** to complain to both the Entertainment Book and to the institution that sold the book. Her complaint is with them and not Cherry Valley Lodge as we are not responsible for the actions of other businesses and only through complaints made against the Entertainment Book will this kind of unethical marketing be stopped. Ms*** has stated that she is unable to get the EB to contact her. Again, we can not accept responsibility for their poor business practices. Ms*** has suggested to me that Cherry Valley Lodge should "step up to the plate" and honor her coupon. Unfortunately, that will do nothing to punish the company and organization selling and distributing these coupons.Sincerely,Larry M., General Manager
I am totally unaware of this person's complaint. I have received no phone calls or emails on this issue.Please ask the person who she has spoken with at Cherry Valley Lodge as I have absolutely no information concerning a 3 hour wait to check in. Our check in time is 4:00PM daily.It will...
assist me greatly if I can get a bit more information and I will do my best to resolve things quickly. In the meantime, I have asked some of my managers via email to get back with me if they have any knowledge.thank youLarry M[redacted]General Manager
According to the Waterpark Manager and Department Manager this is what happened. The guest involved was seen initially walking straight into the park without purchasing any wrist bands from the front desk. When the manager was able to find them in the park, he asked if they had purchased any...
tickets. The woman told him that her husband had them and would be returning soon. About an hour went by and again he asked her about the bands, she said he was about 5 minutes away and on his way back, Once the husband arrived, they still didn't have the bands. He approached the husband to ask, but, he quickly changed the subject complaining about our galley and other issues. He avoided any conversation of the bands and walked away from the manager. The manager went to the director of the park about the situation seeing that he was not getting anywhere with the couple. When the director approached the husband and asked him about the bands, the husband got into the director's face, yelling, causing a seen, and complaining about other stuff and not listening to what the director had to say. The couple was given the option to either buy the necessary bands or exit the park. They chose to leave. The guest complained in a note that they did not get to eat their food, however, their drinks and food were left on the table and had been clearly eaten. Our staff tried to be as courteous as possible but not given much option with how they were handling themselves during the situation. Our waterpark had just opened that weekend after being closed for about a month for our yearly painting and maintenance. We had been inspected just before opening without any violations. Our guests pay to use the waterpark and we have to charge everyone that enters it.
Dear Ms [redacted] We, at the Cherry Valley Lodge, do apologize for the error made from one of our Front Desk Associates. Please accept the 2 Waterpark passes to CoCo Key Waterpark valued at $25 each. We will be sending those out to your mailing address. Thank You, The Staff...
at Cherry Valley Lodge