Initial Business Response /* (1000, 5, 2017/07/26) */
*** has posted a comment on her ***I have responded to this commentThe following is that replyNo refund was asked for previously, although we did tell her we would refund her money if she leftShe did notAt our dismay
No
refund will now be issuedIn fact, her unwarranted destructive actions are bordering on criminal, and continuance of her harassment will result in legal consultationAt this point, an apology from her for her actions will not be enough
Overall, *** has an unknown agenda to seek attention to herself by fabricating a misleading interpretation of facts
*** *** is a credit to her professionHer writing skills and her ability to formulate misleading interpretations of events is arguably applicable to a higher callingShe has chosen not to accept the fact that the events of her stay were mainly those of her own making, and has chosen the social media to lend support to her affirmations
The refrigerator issue; Upon arrival at *** in 31degree weather, she opened the refrigerator, and for an estimated minutes stuffed and crammed everything into itTwo hours later she complained that her ***, Owner at ***, responded to this review
fridge was not workingI responded to check out the complaintIt was blocked full with groceriesAfter years' experience with over refrigerators on site, I've seen all imaginable issues with refrigerators, and I know when a refrigerator is not workingI moved around some groceries to allow the unit to circulate the cool air and told her the problem and assured her that it was working fineAs I left, I grumbled to myself that I believed they did not believe meMy wife had a look at it a few minutes later, and with the best of intentions of customer service, agreed with ***After a special trip to *** to get a replacement refrigerator the next morning, as expected, it was discovered that her own refrigerator was working fineI placed a thermostat in the unit to verify to *** that it was working at top performanceThis situation was one of her own doingThere was too much food in the refrigeratorRather than the refrigerator cooling the groceries, for the first few hours the warm groceries were actually heating the refrigerator
To further assist ***, *** offered the use of the refrigerator in the banquet room a few yards from their unit for some of their excess groceriesA big mistake*** decided that this is where she would put the baby's milk, rather than her moving the dozen bottles of water from her own refrigerator and make room for the milk, or place the milk in the cooler with the ice in her cabinIt would be rational to think that immediate and direct access to baby's milk was the first priorityTherefore her complaint on having to go to an alternate location defies logic
On the issue of costI suspect that this is the real issue, she really could not afford the cost, and it was playing on her mind*** was fully aware of the rate structureShe booked her accommodation using the information on the website which clearly identifies the additional per person costsThe pricing for the unit was also explained to her on the phone at the time of booking, and the e-mail confirmation sent to her also included these costs*** is a teacher, it would seem unreasonable that she was unaware of the cost of her stay*** booked people into this small unit which I suspect exasperated the real problemFor adults and active children, it had to be uncomfortableWith that many persons, a larger unit would have provided the comfort needed, and would have been more appropriateI assume that the decision on the smaller unit was based on cost
The boil water advisory; After this year's hot summer, most communities in Newfoundland have a suggested boil order advisory to its residentsThis is a common annual practice and generally accepted across CanadaThe boil order advisory for drinking water is our way of telling our guests that we care about their health*** is complaining that boiling water for her child's bottles was an inconvenienceI would have thought that boiling water for a young child's bottle was a matter of course for a parent
Water; *** described the water as brown with pieces floating in itThis is wording directly from a *** review years ago when the business was upgrading to a larger pump, and that situation lasted for about one hourWith the elaborate water filtering system at ***, brown or dirty water cannot occurDiscoloration, that is only noticeable in a deep water container such as a bathtub, does at times occur between the daily backwashing of the filter systemHer comments on the discoloration of the water are a gross exaggerationExaggeration is for jokes and misadventure, and is not a trait one would expect from a professionalThe water issue was hers aloneNone of the other guests expressed any comment or concern on either the quality of the water or the boil water advisory
$*** iceOnce again, I can only assume that once *** discovered that the refrigerator could not hold all their groceries, she decided to place some in a cooler...and ice is needed for the cooler$*** is the cost for ice to *** as well as all other guestsWhy it would be expected to be given freely to *** for her groceries, and not for other guests, is unexplainable
The bra; To most other guests this would be joke, and something to talk about as a funny experienceOur cleaners are the best, but only humanHousekeeping had cleaning staff in this unitBoth swear that the drawers were checked as a matter of procedure, and there was no braThis is a mystery
Over Priced; I suspect that this is the real issue, and all other comments are red herrings to defer and mask the money issueAll *** and *** prices reflect the amenities offered, plus, the accommodationsThere are no additional costs for the heated pool, large playground attractions, movies, games nor any other amenity offered at a star resortOur pricing is in line with star accommodations, and are acceptable to guests seeking star accommodations
I have not responded directly to *** in the past thinking that she would, after writing and readings what she wrote, realize that the issues (the bra being the exception) noted were all of her own doing, or her own responsibility, or that there were other personal issues going on that she needed to resolveThere is nothing in her letter (again the bra) that suggests that *** did anything but try to accommodate her group during their stay
Customer service is our main goalStaff are trained to be helpful and courteous to our guests, which they do very wellHowever, when an aggressive approach is encountered, even well trained staff have their limitsThis is regrettable, and certainly would warrant an apology
***, ***, the staff nor management did nothing to warrant ***'s misuse of the social network to vent, and pursue an apparent need for attention
Initial Consumer Rebuttal /* (2000, 9, 2017/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will not be Persuing this any furtherI do not at all agree with his rebuttal and, based on many other comments, we are far from the only ones to have had problemsThat being said, the owner did contact me via email (in the middle of the night) after responding to you yesterdayAlthough I stand by my complaint entirely, I am empathetic to his situation and therefore will not be persuing it anymore
Initial Business Response /* (1000, 5, 2017/07/26) */
*** has posted a comment on her ***I have responded to this commentThe following is that replyNo refund was asked for previously, although we did tell her we would refund her money if she leftShe did notAt our dismay
No
refund will now be issuedIn fact, her unwarranted destructive actions are bordering on criminal, and continuance of her harassment will result in legal consultationAt this point, an apology from her for her actions will not be enough
Overall, *** has an unknown agenda to seek attention to herself by fabricating a misleading interpretation of facts
*** *** is a credit to her professionHer writing skills and her ability to formulate misleading interpretations of events is arguably applicable to a higher callingShe has chosen not to accept the fact that the events of her stay were mainly those of her own making, and has chosen the social media to lend support to her affirmations
The refrigerator issue; Upon arrival at *** in 31degree weather, she opened the refrigerator, and for an estimated minutes stuffed and crammed everything into itTwo hours later she complained that her ***, Owner at ***, responded to this review
fridge was not workingI responded to check out the complaintIt was blocked full with groceriesAfter years' experience with over refrigerators on site, I've seen all imaginable issues with refrigerators, and I know when a refrigerator is not workingI moved around some groceries to allow the unit to circulate the cool air and told her the problem and assured her that it was working fineAs I left, I grumbled to myself that I believed they did not believe meMy wife had a look at it a few minutes later, and with the best of intentions of customer service, agreed with ***After a special trip to *** to get a replacement refrigerator the next morning, as expected, it was discovered that her own refrigerator was working fineI placed a thermostat in the unit to verify to *** that it was working at top performanceThis situation was one of her own doingThere was too much food in the refrigeratorRather than the refrigerator cooling the groceries, for the first few hours the warm groceries were actually heating the refrigerator
To further assist ***, *** offered the use of the refrigerator in the banquet room a few yards from their unit for some of their excess groceriesA big mistake*** decided that this is where she would put the baby's milk, rather than her moving the dozen bottles of water from her own refrigerator and make room for the milk, or place the milk in the cooler with the ice in her cabinIt would be rational to think that immediate and direct access to baby's milk was the first priorityTherefore her complaint on having to go to an alternate location defies logic
On the issue of costI suspect that this is the real issue, she really could not afford the cost, and it was playing on her mind*** was fully aware of the rate structureShe booked her accommodation using the information on the website which clearly identifies the additional per person costsThe pricing for the unit was also explained to her on the phone at the time of booking, and the e-mail confirmation sent to her also included these costs*** is a teacher, it would seem unreasonable that she was unaware of the cost of her stay*** booked people into this small unit which I suspect exasperated the real problemFor adults and active children, it had to be uncomfortableWith that many persons, a larger unit would have provided the comfort needed, and would have been more appropriateI assume that the decision on the smaller unit was based on cost
The boil water advisory; After this year's hot summer, most communities in Newfoundland have a suggested boil order advisory to its residentsThis is a common annual practice and generally accepted across CanadaThe boil order advisory for drinking water is our way of telling our guests that we care about their health*** is complaining that boiling water for her child's bottles was an inconvenienceI would have thought that boiling water for a young child's bottle was a matter of course for a parent
Water; *** described the water as brown with pieces floating in itThis is wording directly from a *** review years ago when the business was upgrading to a larger pump, and that situation lasted for about one hourWith the elaborate water filtering system at ***, brown or dirty water cannot occurDiscoloration, that is only noticeable in a deep water container such as a bathtub, does at times occur between the daily backwashing of the filter systemHer comments on the discoloration of the water are a gross exaggerationExaggeration is for jokes and misadventure, and is not a trait one would expect from a professionalThe water issue was hers aloneNone of the other guests expressed any comment or concern on either the quality of the water or the boil water advisory
$*** iceOnce again, I can only assume that once *** discovered that the refrigerator could not hold all their groceries, she decided to place some in a cooler...and ice is needed for the cooler$*** is the cost for ice to *** as well as all other guestsWhy it would be expected to be given freely to *** for her groceries, and not for other guests, is unexplainable
The bra; To most other guests this would be joke, and something to talk about as a funny experienceOur cleaners are the best, but only humanHousekeeping had cleaning staff in this unitBoth swear that the drawers were checked as a matter of procedure, and there was no braThis is a mystery
Over Priced; I suspect that this is the real issue, and all other comments are red herrings to defer and mask the money issueAll *** and *** prices reflect the amenities offered, plus, the accommodationsThere are no additional costs for the heated pool, large playground attractions, movies, games nor any other amenity offered at a star resortOur pricing is in line with star accommodations, and are acceptable to guests seeking star accommodations
I have not responded directly to *** in the past thinking that she would, after writing and readings what she wrote, realize that the issues (the bra being the exception) noted were all of her own doing, or her own responsibility, or that there were other personal issues going on that she needed to resolveThere is nothing in her letter (again the bra) that suggests that *** did anything but try to accommodate her group during their stay
Customer service is our main goalStaff are trained to be helpful and courteous to our guests, which they do very wellHowever, when an aggressive approach is encountered, even well trained staff have their limitsThis is regrettable, and certainly would warrant an apology
***, ***, the staff nor management did nothing to warrant ***'s misuse of the social network to vent, and pursue an apparent need for attention
Initial Consumer Rebuttal /* (2000, 9, 2017/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will not be Persuing this any furtherI do not at all agree with his rebuttal and, based on many other comments, we are far from the only ones to have had problemsThat being said, the owner did contact me via email (in the middle of the night) after responding to you yesterdayAlthough I stand by my complaint entirely, I am empathetic to his situation and therefore will not be persuing it anymore