Heidel House Resort & Spa

Review: We had signed a contract and paid for a sunset cruise that included beverages and food all paid for up front. We were to receive a refund for the items not consumed. After the wedding I was charged $419.12 extra for extra items that the Heidel house put on the boat. I paid this amount and then after receiving the invoice realized I had been over charged and never authorized the extra items. They refunded the extra amount but never gave us back any money for Items not used. They were extremely dis honest about the items on the boat. Also I paid for an 1 1/2 hr boat cruise got 45 minutes. They also charged the wedding couple for extra bottles of wine not ordered and charged the wedding guests for wine and beer that they had already paid for. NO refund to the wedding couple but charged them over 2000.00 more at the end of the wedding. The wedding guests had to go and get the barrels of beer and tap them because the staff could not lift them other wedding guests had bar bills and room service that was not theirs and no one would help them. Seems that the Heidel House has a scam going onDesired Settlement: I would like my money refund and the wedding couple to receive a full refund on the extra amount that they paid

Business

Response:

As previously mentioned, we apologize for the delayed response as your emails were not clearing our spam filters. In Mrs. [redacted]’s statement, she states that the $419.12 had already been adjusted and credited to her prior to this filing. She also states she was requesting a refund for items not used. As per her contract, she was billed for the items requested. In other words, if you order fifty meals for dinner but only eat forty you are still responsible for the fifty ordered. Regardless of this fact, to help solve this situation we made an additional adjustment of $250.00 to her bill. After this additional adjustment was agreed to, it was our understanding this matter was amicably resolved.Please feel free to contact me if any additional information is required.Sincerely,[redacted]General ManagerHeidel House Resort & Spa

We reserved table 41 for our Holiday dinner and was given to someone else two minutes prior to our arrival to the only table seated. They gave us another table close to the stairs and commented it is a slow night. We did not want that table due to the stairwell. The lamb we ordered was sold out on a Saturday SLOW night??? The chef told us it was spoiled. OMCG..spoiled??? We found this out after dinner. Where is the quality assurance??? This left us uncomfortable about what we just ate. The drinks were watered down and the food was served room temperature and the steak was very rare not the way we ordered it. The waitress was rude and tried to avoid us all night. Really? It was not our fault we had a very lousy evening. Perhaps, she was embarrassed but should not have avoided us. My husband had to go upstairs to get a hostess to get our waitress. I recently called the general manager and left 2 messages, to discuss this since it spoiled our Christmas celebration and I guess he does not care. [redacted] has not returned my calls. This hotel/restaurant is a higher scale restaurant in this area. Instead of the name being Grey Rock, it should be renamed Poor Rock! We are a repeat customer and this establishment is going down. We did get s 10% discount but we paid for a soup we did not get and realized it when we got home. The choice of menu was awful...they just changed it the previous week. I can understand changing the menu but u should receive a meal hot and cooked properly. It is sad to say, we will NOT return, but why would a GM ignore my calls when I know he is at work. Interesting, that no one puts his calls directly to him but instead his assistant to give him the calls. He has been there over 9 years and picks the calls he wants...I guess u can see why this restaurant is with unacceptable service because the manager doesn't seem to care. We live in the area and also purchased a gift card to this hotel/restaurant which I plan on stopping by to be reimbursed.