This author’s verbose, semi-fictional short story is extremely heavy-laden with minutuaeWe will only be addressing the key pointsHotel/motel industry standard is a 3pm check in and an 11am check out timeHowe Caverns, Inchas always adhered to that policy unless we are able to accommodate
early arrivalsGuests are verbally informed of that as well as clearly notified in writing via their confirmation emailsGuests are also clearly told that vouchers (for the cave tours and/or our adventure park) purchased through motel packages are NOT available until 1pm on the day of arrivalThe complainant arrived at noon; one hour prior to the time that vouchers are availableIt is not unreasonable that if a guest arrives early, decides to make a scene, insists that her demands are met ahead of others that have been patiently waiting in line, she may be met with some annoyance from the ticket agentWe try to uphold the highest level of customer service for all guests and do not appreciate when a temperamental guest puts us in a position that does not allow us to do so. Each and every guest chooses the tour that he/she wants to takeTours run continuously all throughout the day departing anywhere from 10-min apart and ticket holders simply wait in line to get on any tourVouchers are valid until the close of business and we do not assign tours to visitorsThe complainant could have gone on any tour (larger or smaller group) that she wanted. Our resident caretaker is available around the clock whether our front desk is staffed or not. Upon check in we explain to each guest how to contact the caretakerThe phone extension is high-lighted on the motel receipt given at check in and pointed out to the guestThere is a large sign on the motel office door with a telephone that has instructions on how to contact the caretaker as wellAs a matter of practice and principle we pride ourselves on the cleanliness of our motel and travelers’ reviews consistently reflect thatWe can assure you that we do not leave half used bottles of shampooOur televisions function properlyThere are not creepy messages on the windows and dead flies are not part of our décorRegarding the desired settlement: In conclusion, we are not willing to issue a refund as we provided all services contracted for in full
To Whom It May Concern: After review of the subsequent complaint, we find that there is nothing new here and we have nothing further to add from what was set forth in our previous response of “DATE”Respectfully Management Team Howe Caverns, Inc
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do believe that insulting a customer is not the best way to respond in the first sentence. I made NO demands of any kind, I merely attempted to ask a question and was cut off instantly. No one told me that I had to wait until one PM on multiple phone calls made to the establishment. The person next to me being helped by the man who screamed at me was giving that couple their tickets and hotel room information. I have stayed with my family at multiple hotels all over the country and have never had a reason to complain, I go to many tourist attractions and likewise have yet to complain. This company seems to be good at not being accountable. And has taken to absolute falisies and attacking a customer who has spoken nothing but truth, ether they approve of my verbose or not. There was no scene made until after this man yelled at me to which I walked away and into the bathroom to dry my tears from the humiliation and dehumanization. The woman at the counter grabbed my hand looked me in the eye and firmly, knowingly and compassionately said, " do not let him ruin your time." How do they explain me standing patiently in line, when I get to the window where a client is obtaining exactly what I am inquiring about ( not demanding, I said I was confused because I was told something different and that I knew I could not get in the hotel but was told I could get the passes upon arrival the time of 1: 00 PM was not discussed by any sales person when I made reservations nor confirmation calls) I was confused but not angry, I asked valid questions with tact and diplomacy and absolutely said in a voice with aggitated tone that the window I was asked to move away from was empty AFTER I was yelled at not once but twice. If that was my scene then I am guilty as charged. If asking a question based on information given to me on multiple occasions was a demand then I am demanding. But I did not scream at a customer nor at an employee on the phone in front of the same customer. That in itself is an offense as a business who could be concerned with best practices. I did read the Revdex.com pages and the yelp pages and saw how these people respond attackingly to any customers who have voiced compliant and I do not believe that intimidation tactics are ones I would pride myself in as a business owner. I worked for years for the chief judges in my city court offices and served on many advisory boards with NY state politicians and dignitaries. This company's games are nothing compared to what I have witnessed on a much tougher playing field. I am a woman who knows how to conduct myself with utmost professionalism and this man has fallen way below substandard and would think that all out lying about the customer is a way to make repairation. I have photos of the flies, and of the half empty shampoo bottle as well as the television screen. I did not take photos of the scary writing on the window as I immediatley wiped it away because the kids were scared. I am even more disgusted that Richard would respond this way and I would like to know how this complaint can now be escalated to a higher degree of investigation? This is not adequate in the least and the Revdex.com is just my first step on this matter. As for the locked door, still unacceptable to put the phone number on the receipt while another is listed on the obvious place, the phone where no one is available to answer and had I not been able to find tools to get in on my own as industrious as I am, I would have by passed the Revdex.com altogether. This is a courtesy to allow for ammends to be properly made at this time. Starting with admission of culpability and retraction of the lies spewed about me. Regards, [redacted]
This author’s verbose, semi-fictional short story is extremely heavy-laden with minutuaeWe will only be addressing the key pointsHotel/motel industry standard is a 3pm check in and an 11am check out timeHowe Caverns, Inchas always adhered to that policy unless we are able to accommodate
early arrivalsGuests are verbally informed of that as well as clearly notified in writing via their confirmation emailsGuests are also clearly told that vouchers (for the cave tours and/or our adventure park) purchased through motel packages are NOT available until 1pm on the day of arrivalThe complainant arrived at noon; one hour prior to the time that vouchers are availableIt is not unreasonable that if a guest arrives early, decides to make a scene, insists that her demands are met ahead of others that have been patiently waiting in line, she may be met with some annoyance from the ticket agentWe try to uphold the highest level of customer service for all guests and do not appreciate when a temperamental guest puts us in a position that does not allow us to do so. Each and every guest chooses the tour that he/she wants to takeTours run continuously all throughout the day departing anywhere from 10-min apart and ticket holders simply wait in line to get on any tourVouchers are valid until the close of business and we do not assign tours to visitorsThe complainant could have gone on any tour (larger or smaller group) that she wanted. Our resident caretaker is available around the clock whether our front desk is staffed or not. Upon check in we explain to each guest how to contact the caretakerThe phone extension is high-lighted on the motel receipt given at check in and pointed out to the guestThere is a large sign on the motel office door with a telephone that has instructions on how to contact the caretaker as wellAs a matter of practice and principle we pride ourselves on the cleanliness of our motel and travelers’ reviews consistently reflect thatWe can assure you that we do not leave half used bottles of shampooOur televisions function properlyThere are not creepy messages on the windows and dead flies are not part of our décorRegarding the desired settlement: In conclusion, we are not willing to issue a refund as we provided all services contracted for in full
To Whom It May Concern: After review of the subsequent complaint, we find that there is nothing new here and we have nothing further to add from what was set forth in our previous response of “DATE”Respectfully Management Team Howe Caverns, Inc
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do believe that insulting a customer is not the best way to respond in the first sentence. I made NO demands of any kind, I merely attempted to ask a question and was cut off instantly. No one told me that I had to wait until one PM on multiple phone calls made to the establishment. The person next to me being helped by the man who screamed at me was giving that couple their tickets and hotel room information. I have stayed with my family at multiple hotels all over the country and have never had a reason to complain, I go to many tourist attractions and likewise have yet to complain. This company seems to be good at not being accountable. And has taken to absolute falisies and attacking a customer who has spoken nothing but truth, ether they approve of my verbose or not. There was no scene made until after this man yelled at me to which I walked away and into the bathroom to dry my tears from the humiliation and dehumanization. The woman at the counter grabbed my hand looked me in the eye and firmly, knowingly and compassionately said, " do not let him ruin your time." How do they explain me standing patiently in line, when I get to the window where a client is obtaining exactly what I am inquiring about ( not demanding, I said I was confused because I was told something different and that I knew I could not get in the hotel but was told I could get the passes upon arrival the time of 1: 00 PM was not discussed by any sales person when I made reservations nor confirmation calls) I was confused but not angry, I asked valid questions with tact and diplomacy and absolutely said in a voice with aggitated tone that the window I was asked to move away from was empty AFTER I was yelled at not once but twice. If that was my scene then I am guilty as charged. If asking a question based on information given to me on multiple occasions was a demand then I am demanding. But I did not scream at a customer nor at an employee on the phone in front of the same customer. That in itself is an offense as a business who could be concerned with best practices. I did read the Revdex.com pages and the yelp pages and saw how these people respond attackingly to any customers who have voiced compliant and I do not believe that intimidation tactics are ones I would pride myself in as a business owner. I worked for years for the chief judges in my city court offices and served on many advisory boards with NY state politicians and dignitaries. This company's games are nothing compared to what I have witnessed on a much tougher playing field. I am a woman who knows how to conduct myself with utmost professionalism and this man has fallen way below substandard and would think that all out lying about the customer is a way to make repairation. I have photos of the flies, and of the half empty shampoo bottle as well as the television screen. I did not take photos of the scary writing on the window as I immediatley wiped it away because the kids were scared. I am even more disgusted that Richard would respond this way and I would like to know how this complaint can now be escalated to a higher degree of investigation? This is not adequate in the least and the Revdex.com is just my first step on this matter. As for the locked door, still unacceptable to put the phone number on the receipt while another is listed on the obvious place, the phone where no one is available to answer and had I not been able to find tools to get in on my own as industrious as I am, I would have by passed the Revdex.com altogether. This is a courtesy to allow for ammends to be properly made at this time. Starting with admission of culpability and retraction of the lies spewed about me. Regards, [redacted]