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Fireside Inn Bed & Breakfast

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Fireside Inn Bed & Breakfast Reviews (6)

Complaint: [redacted] I am rejecting this response because: This has been unquestionably the single worst customer service experience I have ever had bar none, and the only time I have ever filed a formal complaint against any business Worse than the fact that I did not get my ski vacation in Breckenridge and am out hundreds of dollars which is very bad in and of itself, is the way I was treated by the purveyors of Fireside How I was treated was absolutely appalling because they did nothing whatsoever to assume the legal and contractual responsibility they had to provide me with lodging for an agreed upon price after sending a confirmation for my requested dates and even more because they could not have cared any less when it was irrefutably their error Regards, [redacted] ***

We would like to thank Revdex.com for trying to mediate in this case and advice givenDespite our best efforts the client cancelled her reservation and deposit made to [redacted] was refunded by us in line with our agreement with [redacted]

This was a very unfortunate situation and one that we did try to resolve and were still working on as best we could by offering her first the ***, then *** hostel as by the time she responded *** was sold out, then the *** ***The town of Breckenridge is very busy at this time
of year but we felt we did offer her some options that would have workedImmediately on receiving notification of her booking we attempted to contact her by email and telephoneAfter several attempts she did answer her telephone which she told me was not working properly and did not ring and it was a coincidence she was looking at the phone that she answered itShe said she did see that we had tried to call and had left messageShe did respond to a couple of emails and a further phone call. She did not accept the offer of the *** hostel for the three nights we were unable to provide accommodationThis hostel is on the bus route to all the ski areas in the areaShe did not respond to the offer of the alternative of the *** *** (a motel in Breckenridge)She said that we refused to allow her to sleep on the sofaIt is not an option here for fire regulationsWe did listen to her in her phone call and when she continued to repeat herself that we had not offered any help in resolving the situation we told her we were going to end the call as we were making her more distressed by continuing the conversation and we ended the call.We appreciate that *** is upset with the outcome but she chose to cancel at this point and so that is what we have doneWe have refunded her *** deposit. Below is a response from *** to our email explaining that we had cancelled the reservation and refunded her deposit Hi Niki,Thanks for the email and for letting me know about this
and for taking time and explaining everythingI'm very sorry this
happened at the end and I know you have tried really hard to accommodate
her and to offer her a solutionYou did your best and replied to her
in time and manner and you replied to us as well, every timeRefunding
was then the solution.If there is anything else we could do for you, please don't hesitate contacting us.Kind regards,*** ***Account Executive - *** ***

Complaint: [redacted] I am rejecting this response because: 1. Fireside offered me NOTHING.  They made a SUGGESTION and I could act on it if I chose to do so.  I clarify, an offer would have been a night or two for free at their establishment.  An offer would have been a reduced rate for a different vacation at another time.  (I had told them I did have some flexibility with my dates when we spoke initially on Saturday.)  An offer would have been to make up the difference in price for me to stay somewhere else.  An offer would have been any other outside-the-box gesture to ensure that I would not be on the street.    But again Fireside offered me NOTHING.  Instead I was told I would have to wait and see if any cancellations came up.  I was given no indication of any kind whatsoever that they intended to do anything to rectify the situation or that they cared about this predicament in the slightest or that they felt any burden of responsibility to make it right or that they bore any responsibility when a confirmation for ten nights was issued.  It was very clear they were doing nothing because I the customer had to wait for a cancellation precisely because they were offering nothing.  In other words, it was my problem and not theirs.  I was told I was on a waiting list.  I had to ask if I was at the top of the waiting list because even that was not clear. 2. Although my phone did not audibly ring it was fully working otherwise.  There was no call in the call log from Fireside until Saturday.  All calls were still received, could go out normally, and were still logging accordingly in the call history.  I called them right back from that number because I saw the phone light up when they called on Saturday and called them back immediately.  Fireside did email as soon as possible but I did not see their email until Saturday after they called and I went looking for it. 3. The [redacted] was already sold out when I checked it on Saturday immediately after speaking with them so they gave me wrong information.  They told me it was available and yet it was not.  Again there was no offer to pay the difference and as far as I know they did not call to inquire or make any arrangement for me. 4. The same is true with regards to the [redacted] hostel: there was no offer to pay the difference and as far as I know they did not call to inquire on availability for me: they mentioned it on the phone so I would be able to call for myself. 5. Of course they were making me more distressed on the last phone call because they told me three times “I know nothing we can do would satisfy you” which only served to antagonize me further.  This was not only untrue it was a personal insult.  It was like saying “I know for a fact that you are such an ogre that you cannot be satisfied.”  Did they at any point ask me what would satisfy me? No.  Yet I had told them from the first call on Saturday what would satisfy me (staying at another place for the same cost as my booking where I could still get to the slopes and food) yet they never made any accommodation for this -- I would have had to pay the additional cost to stay somewhere else regardless because they were not assuming any responsibility for the error. 6. Making a suggestion of another lodging place is not an offer of resolution, it is the least any lodging establishment would do if someone called to request a room where it was full.  But this complaint is about a situation where I had been sent a confirmation of booking reservation for ten nights and bought my plane ticket accordingly and the property should have assumed some responsibility.  Overbooking happens frequently, but normally, places ensure you are accommodated elsewhere and arrange those accommodations for you.  They might also offer you a free night or two for the inconvenience.  Airline companies typically put you on another flight at no charge and give you a voucher anywhere from $300.00 to $500.00.  If your new flight is the next day then they pay for your hotel room and give you a meal voucher for food.  This is standard practice for overbooking in the hospitality industry. In this situation I was never offered anything because the property assumed no responsibility for the error.  They told me to wait for a cancellation and made suggestions I could look into if I wanted to.  From what I can see, they treated it like it was my problem and not theirs and they were not taking any responsibility for the error.  The implication was very clear that had I kept my reservation I might have been on the street with all my stuff for who knows how many nights and they were not going to do anything to help me.  At no time did they make any statement of anything they would do to help me except for contact me if there was a cancellation and suggest I find another place to stay. Regards, [redacted]

We would like to thank Revdex.com for trying to mediate in this case and advice given. Despite our best efforts the client cancelled her reservation and deposit made to [redacted] was refunded by us in line with our agreement with [redacted].

Complaint: [redacted]
I am rejecting this response because: This has been unquestionably the single worst customer service experience I have ever had bar none, and the only time I have ever filed a formal complaint against any business.  Worse than the fact that I did not get my ski vacation in Breckenridge and am out hundreds of dollars which is very bad in and of itself, is the way I was treated by the purveyors of Fireside.  How I was treated was absolutely appalling because they did nothing whatsoever to assume the legal and contractual responsibility they had to provide me with lodging for an agreed upon price after sending a confirmation for my requested dates and even more because they could not have cared any less when it was irrefutably their error.  
Regards,
[redacted]

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Address: 114 N French St, Breckenridge, Colorado, United States, 80424

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