Evergreen Inn

Review: To whom it may concern,

My name is [redacted] and my partner and I come to your wonderful town 3 to 4 times a year. Sometimes staying @ the Evergreen Inn and other times staying elsewhere. We consider Leavenworth our home away from home. Last year shortly after one of our visits on Sat. Oct. 19th. 2013 I thought I would try and book one of our favorite rooms @ the Evergreen Inn for 2014's Oktoberfest. To our delight we were sent an email conf. that our reservation request had been approved for [redacted] on Fri. Oct. 17th. and Dep. on the 19th. and our conf. # was [redacted]. So, as far as we were concerned, end of story. My elderly in-laws drove two hours to get to our home in [redacted] and then we proceeded to drive another three hours to Leavenworth. When we arrived last Friday afternoon the 17th., we were astonished that [redacted] who was working behind the desk said he could not find our reservation. My spouse asked if he could check his email to try and locate our email conf. and he found it and printed it up for "[redacted]". [redacted] then said that our reservation had been cancelled. My spouse "who by the way works for a World Class Hotel Chain" asked him when the reservation was cancelled, @ what time and by whom? [redacted] could not give us any answers. So there we were, in town, with our elderly parents and no room, in a town that we knew would be sold out because of Oktoberfest. We were lucky enough to find "one" room that we had to share with our parents, that was "not" pet friendly (we had two small dogs) and didn't get to sleep until after 1am due to the party going on from the room above us. All that and we could only have the room for one night, not the full weekend, even though that one room cost me more then my stay would have cost me for both (conf.) nights @ the Evergreen. After looking around and trying to find a room in town for Sat. night we finally gave up and headed back home. The entire weekend ruined, my partner in tears and our parents exhausted and upset by the whole experience. Terrible, just terrible!!!Desired Settlement: a complimentary night during Octoberfest Festival and a confirmed reservation for the room requested in October 2014

Business

Response:

I am responding with open commutation on this reservation of [redacted]. I have tried calling him back 4 different time. I have 2 different copies here stating to him through e-mail that the room he was trying to book on the 17th of October 2013 was not available as the people have not even arrived for the weekend. Our bookings are 1 year and 3 days. Noted that the guest have the right to re-book there room for the following year, which I stated in the e-mail. I told him the room was NOT confirmed and that the guest had re-booked there room for 2014. [redacted] original made a reservation for 9/29/2014 for room [redacted], then sent me a email saying not a phone call an e-mail saying “he made a mistake this should be for 10/17/and 18 2014, can we change it?” I followed with an email stating, “Can you call me please if you need October 17 and 18 next year 2014 that is not possible until October 23rd.” he never called me… I have both e-mails right here..one stating just what I said and the other stating “ This room is not confirmed the booking is one year and three days. You tried to book it on the 19th which was not our policy. The people re-booked their room again so it is not available. Sorry about that.” I e-mailed him stating that you may not book till October 23 because that gives the guest time to check out on Sunday and reserve it again if they want , [redacted] went and tried to book it on line the 17th, mind you the guest hadn't even arrived for the weekend. He never called the Evergreen Inn once in that whole year 2013. We are so sorry that [redacted] e-mails might have slipped through to his spam as he stated?? I have all paper work saved and filed, clearly stating he could not have that room and there was no possible way he could have it unless the guest did not reservation it as the 2nd email sent to him states that they did in fact re-book it.