Initial Business Response / [redacted] (1000, 6, 2015/08/10) */ (Revdex.com - converted from original documentSee file.) The same complaint that was registered with you by Ms [redacted] was also registered with the Secretary of StateEnclosed is the response to the complaint to the Secretary of State, plus supporting data: Sales Receipt, Reservation Confirmation, A scenario,etc(George H**'sversion of what actually happened), and e-mails that were sent from 7/20-22, the last requesting Ms [redacted] to contact us when she had a chance to review the Sales Receipt, which she did not do Please let us know if you need more information Respectfully, Katie H**, Vice President National Historic Inns, Incdba The Inn at Brandywine Falls =========================================== RESPONSE TO SECRETARY OF STATE COMPLAINT # [redacted] Regarding Purchase information: Problem Area: Poor service/shoddyThis charge is verifiably untrueThe innkeepers and the inn at Brandywine Falls are integral and widely known for superior hospitality, appointments, and overall quality over more than yearsThe innkeepers' experiences with over 40,guests have been excellent except for less than a dozen over the yearsThese data are verifiable on request through newspaper and magazine articles, comment books, testimonials of guests, records of occupancy, repeat guests, guest thank you notes, and National Park records of occupancy and property conditionPlease see www.innatbrandywinefalls.com Total price: $includes weekend rate based on two occupants; extra guests; sales tax Please see Confirmation sent May 15, Total billed: $No charge for services not deliveredSee Sales Receipt attached Description response: Paragraph (1) is accurate except the sheer number of additional guests plus professionals with special equipments was a lot more than our experience would suggest might come to a guest accommodation Paragraphs (and 3) Contain no valid sentencesInstead, Ms [redacted] (the consumer) booked an accommodation in a small building about ft, behind the Inn properThis famous [redacted] B&B is part of the Cuyahoga Valley National ParkShe and three attendants would stay the night before the wedding; she and the groom would stay the second night of the weekendIt was understood that she would prepare and dress for the wedding thereThe room was prepared and extra sleeping and toilet accommodations added for the guests the night before the wedding Ms [redacted] did not check in as expectedAttendants did so for her, noting that she was "having a meltdown"They expressed concern for her but also felt everything would work out just fine Contemporary luggage, generally, is dangerous to historic fabrics of all kinds and is carried by inn staff to reduce damageGuests are so advised by signage at the doorMost guests understand this The day of the wedding the Inn's breakfast preparations for guests were interrupted five times: First by the arrival of a hairdresser who didn't read the signage and whose equipment then had to be carried, second by a makeup artist who also didn't read and became hysterical because her equipment, which she had dragged into the Inn's living room, had to be carried out (She was clearly emotional about her equipment) and threatened to "tell the bride that she was too upset to work", third by a bridesmaid who was quite upset that the makeup artist was crying, fourth by the bride who stated that the makeup person was crying, her wedding was ruined, the innkeeper should not be in business and is "a nasty old man", and she didn't want to stay the night (she was assured that The Inn never wants guests who do not wish to be here)The bride's commentary lasted perhaps minutesHe said only "hello" "Are you finished?" and "goodbye"He did not attempt to touch herShe and the innkeeper had never spoken before nor since! and fifth by a wedding planner who wanted to negotiate a dealShe was told that The inn does not charge for a stay if people don't stayShe hung up, obviously in a hurryNot surprisingly, other guests had to wait for breakfast Katie, the other innkeeper (and President) delivered breakfast to the bride, in the suite, without incident, but was followed out the door by one of the many people in the suite at the time and was advised that she alone should deal with all Inn guests because her husband should not, because the makeup artist cried because he carried (grabbed, she said) her stuff, and last night, in the parking lot, he tried times to shut the hatch of an SUVTrue? It was darkHe went out to care for the chickensThe SUV hatch was openThe wedding dress was artfully draped in the lighted openingIt provided a grand opportunity for the cat to jump in and curl up, with or without his most recent preyHe tried to close the hatch but was unsuccessfulOne of the many people milling about came and took over and the incident was endedIt was a second eventOne wonders The Wedding Party included many visitors including several dogs, at least one photo-op, and ended about 3:PM; far too late to restore and rebook the roomPlease see "A SCENARIO", attached, in which a cosmetologist (makeup person) sets off a firestorm and everybody meits down Paragraph (4) Second sentence, "I was quoted $247.50"Please see reservation confirmation attached Paragraph (5) Please place a period after "fair"The added phrase, "To them" is erroneous *National Geographic "TEN BEST OF EVERYTHING--National Parks, page 396, Top Picks from Parks" Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please see attached document (Revdex.com converted document from originalSee file.) RESPONSE TO CASE # [redacted] I am shocked in the manner that MrH [redacted] is responding, making a mockery of a valid complaintThe fact that MrH [redacted] portrays our experience as "A SCENARIO FOR AN AWFUL MOVIE" clearly shows his lack of respect for this situation and the seriousness of this matter The bride stayed with three bridesmaids the evening of July The number of guests was discussed in advance when the reservation was madeNo contract was provided stating the amount of luggage permitted, or that there would be an extra charge for guestsThe Inn at Brandywine Falls website does not list any detailed information regarding luggage or guestsEach guest has no more than two bagsA cooler was also taken for light snacks and beverages on the day of the wedding Our party checked in at the expected arrival time given to MrH [redacted] upon reservation of the room [redacted] ***, Matron of Honor, and ***'s mother, [redacted] , checked in for the party as other standard wedding appointments were happening that evening We knew that the entire party would not be arriving until later in the evening and we did not want to disturb Mrand MrsH [redacted] at a later hourThe bride was not having a said "meltdown" in any wayIn fact, she was getting her nails done and placing an order for dinner, having a pretty fabulous eveningAgain, no contract was signed at check in and nothing was stated about the issue with our luggage On the day of the wedding the makeup artist and hair stylist both entered the building The makeup artist left her luggage OUTSIDE, carrying only her light stand over her shoulderThe hair stylist had one suitcase and carried that inside with herThey were both greeted by a hostile MrH [redacted] (unhappy that they unknowingly interrupted breakfast preparations)MrH [redacted] threatened to kick both of them out, to the point that each of them made it to the bride's room in tearsThe sheer anger of MrH [redacted] to grab and potentially damage the belongings to both guests was very unprofessional and a potentially dangerous situationA business owner should NEVER attempt to touch, grab, or physically do anything to a guest, a visitor, or their belongingsMrH [redacted] did succeed in taking the hair stylists equipment from herMrH [redacted] then argued with the makeup artist and eventually forcefully grabbed her luggage after she begged him not toMrH [redacted] clearly had so much anger that he fell in his attempt to carry said luggage One does not simply fall if he was handling the situation appropriately and respecting the wishes of the makeup artist to carry her own luggage It is true that a bridesmaid tried to apologize for the misunderstanding and wanted to make sure that what happened wasn't going to happen againMrH [redacted] didn't respond well (we were clearly bothering him, unknowingly) and said "everybody will have to get over it"The bridesmaid goes to the bride to relay this to her paying bride on her WEDDING DAYThe bride then goes to MrH [redacted] explaining to him that she and her future husband will not be staying the next night due to the fact that she felt extremely threatened by his actionsDuring this time, MrH [redacted] attempted not once, but twice, to physically assault [redacted] , the bride, by attempting to forcefully place his hand on her shoulderShe leaned back both times and asked him to please not touch herHe then proceeded to tell her that it is an Inn and we were welcome to stay as long as or as short as we likeThe bride responded that he was acting very unprofessionally and like a "grumpy old man"The door was shut in her face The wedding planner did call MrH**She was at the venue setting up the weddingI quote from his paragraph, he "volunteers that the bride and groom will not be charged for their Saturday night stay since they will not be spending the night"In the same paragraph, he goes and verbally degrades Mrs [redacted] and calls her "unintelligible" We agree that this was a wedding party that was getting pictures at the Inn, both the groom and brides parties along with their two leashed and well trained border collies There is nothing stating that dogs can not be on the propertyAgain MrH [redacted] insults his guess calling them a "sorority" and stating that "it's a joke, son"What business owner makes such jokes and accusations in a " successful B&B"? The room was kept in a VERY clean mannerAll used towels were placed in the tubAll beds were madeAll dirty dishes were gathered together on the tableA few small bags of trash were tied and placed by the trash receptacle Overall, MrH [redacted] mocks and degrades his visitors to the InnHe calls the makeup artist "possessive and weeping", not taking this matter seriouslyHow do you figure out what is fair over a glass of wine, AFTER the party has left? There was not a signed contract, and again, nothing on their website of what their cancelation policy isEven if there was a policy, the simple fact that two people were verbally assaulted and nearly physically assaulted would be enough to supersede such non existent policy The complaints to both the Revdex.com and Attorney General were both made along with Chase bank for fraudulent chargesYes, the bride is still mad as it was a terrible once in a lifetime experience to not only the bride, but MULTIPLE people in this situationThe makeup artist and hair stylist only know the bride on a business level and have only met twice in their livesAll three parties (the bride, hair stylist, and makeup artist) run very successful businesses in which they thrive on customer support and repeat business They all know how devastating bad business can be, but felt this situation needed more than just a reviewAs disappointing as this experience was, we hope the outcome is better for everyone
Initial Business Response /* (1000, 6, 2015/08/10) */
(Revdex.com - converted from original document. See file.)
The same complaint that was registered with you by Ms. [redacted] was also registered with the Secretary of State. Enclosed is the response to the complaint to the Secretary of State, plus...
supporting data: Sales Receipt, Reservation Confirmation, A scenario,etc. (George H**'sversion of what actually happened), and e-mails that were sent from 7/20-22, the last requesting Ms. [redacted] to contact us when she had a chance to review the Sales Receipt, which she did not do.
Please let us know if you need more information.
Respectfully,
Katie H**, Vice President
National Historic Inns, Inc. dba
The Inn at Brandywine Falls
===========================================
RESPONSE TO SECRETARY OF STATE COMPLAINT #[redacted]
Regarding Purchase information:
Problem Area: Poor service/shoddy. This charge is verifiably untrue. The innkeepers and the inn at Brandywine Falls are integral and widely known for superior hospitality, appointments, and overall quality over more than 27 years. The innkeepers' experiences with over 40,000 guests have been excellent except for less than a dozen over the years. These data are verifiable on request through newspaper and magazine articles, comment books, testimonials of guests, records of occupancy, repeat guests, guest thank you notes, and National Park records of occupancy and property condition. Please see www.innatbrandywinefalls.com
Total price: $656.51 includes weekend rate based on two occupants; 3 extra guests; sales tax.
Please see Confirmation sent May 15, 2015
Total billed: $521.35 No charge for services not delivered. See Sales Receipt attached.
Description response:
Paragraph (1) is accurate except the sheer number of additional guests plus professionals with special equipments was a lot more than our experience would suggest might come to a guest accommodation.
Paragraphs (2 and 3) Contain no valid sentences. Instead, Ms. [redacted] (the consumer) booked an accommodation in a small building about 15 ft, behind the Inn proper. This famous * B&B is part of the Cuyahoga Valley National Park. She and three attendants would stay the night before the wedding; she and the groom would stay the second night of the weekend. It was understood that she would prepare and dress for the wedding there. The room was prepared and extra sleeping and toilet accommodations added for the guests the night before the wedding.
Ms. [redacted] did not check in as expected. Attendants did so for her, noting that she was "having a meltdown". They expressed concern for her but also felt everything would work out just fine.
Contemporary luggage, generally, is dangerous to historic fabrics of all kinds and is carried by inn staff to reduce damage. Guests are so advised by signage at the door. Most guests understand this.
The day of the wedding the Inn's breakfast preparations for 14 guests were interrupted five times: First by the arrival of a hairdresser who didn't read the signage and whose equipment then had to be carried, second by a makeup artist who also didn't read and became hysterical because her equipment, which she had dragged into the Inn's living room, had to be carried out (She was clearly emotional about her equipment) and threatened to "tell the bride that she was too upset to work", third by a bridesmaid who was quite upset that the makeup artist was crying, fourth by the bride who stated
that the makeup person was crying, her wedding was ruined, the innkeeper should not be in business and is "a nasty old man", and she didn't want to stay the night (she was assured that The Inn never wants guests who do not wish to be here). The bride's commentary lasted perhaps 5 minutes. He said only "hello" "Are you finished?" and "goodbye". He did not attempt to touch her. She and the innkeeper had never spoken before nor since! and fifth by a wedding planner who wanted to negotiate a deal. She was told that The inn does not charge for a stay if people don't stay. She hung up, obviously in a hurry. Not surprisingly, 10 other guests had to wait for breakfast.
Katie, the other innkeeper (and President) delivered breakfast to the bride, in the suite, without incident, but was followed out the door by one of the many people in the suite at the time and was advised that she alone should deal with all Inn guests because her husband should not, because the makeup artist cried because he carried (grabbed, she said) her stuff, and last night, in the parking lot, he tried 3 times to shut the hatch of an SUV. True? It was dark. He went out to care for the chickens. The SUV hatch was open. The wedding dress was artfully draped in the lighted opening. It provided a grand opportunity for the cat to jump in and curl up, with or without his most recent prey. He tried to close the hatch but was unsuccessful. One of the many people milling about came and took over and the incident was ended. It was a 30 second event. One wonders...........
The Wedding Party included many visitors including several dogs, at least one photo-op, and ended about 3:30 PM; far too late to restore and rebook the room. Please see "A SCENARIO", attached, in which a cosmetologist (makeup person) sets off a firestorm and everybody meits down.
Paragraph (4) Second sentence, "I was quoted $247.50". Please see reservation confirmation attached.
Paragraph (5) Please place a period after "fair". The added phrase, "To them" is erroneous.
*National Geographic "TEN BEST OF EVERYTHING--National Parks, page 396, Top Picks from Parks".
Initial Consumer Rebuttal /* (3000, 8, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see attached document.
(Revdex.com converted document from original. See file.)
RESPONSE TO CASE #[redacted]
I am shocked in the manner that Mr. H** is responding, making a mockery of a valid
complaint. The fact that Mr. H** portrays our experience as "A SCENARIO FOR AN
AWFUL MOVIE" clearly shows his lack of respect for this situation and the seriousness
of this matter.
The bride stayed with three bridesmaids the evening of July 17. The number of guests
was discussed in advance when the reservation was made. No contract was provided
stating the amount of luggage permitted, or that there would be an extra charge for
guests. The Inn at Brandywine Falls website does not list any detailed information
regarding luggage or guests. Each guest has no more than two bags. A cooler was also
taken for light snacks and beverages on the day of the wedding.
Our party checked in at the expected arrival time given to Mr. H** upon reservation of
the room. [redacted], Matron of Honor, and [redacted]'s mother, [redacted], checked
in for the party as other standard wedding appointments were happening that evening.
We knew that the entire party would not be arriving until later in the evening and we did
not want to disturb Mr. and Mrs. H** at a later hour. The bride was not having a said
"meltdown" in any way. In fact, she was getting her nails done and placing an order for
dinner, having a pretty fabulous evening. Again, no contract was signed at check in and
nothing was stated about the issue with our luggage.
On the day of the wedding the makeup artist and hair stylist both entered the building.
The makeup artist left her luggage OUTSIDE, carrying only her light stand over her
shoulder. The hair stylist had one suitcase and carried that inside with her. They were
both greeted by a hostile Mr. H** (unhappy that they unknowingly interrupted breakfast
preparations). Mr. H** threatened to kick both of them out, to the point that each of
them made it to the bride's room in tears. The sheer anger of Mr. H** to grab and
potentially damage the belongings to both guests was very unprofessional and a
potentially dangerous situation. A business owner should NEVER attempt to touch,
grab, or physically do anything to a guest, a visitor, or their belongings. Mr. H** did
succeed in taking the hair stylists equipment from her. Mr. H** then argued with the
makeup artist and eventually forcefully grabbed her luggage after she begged him not
to. Mr. H** clearly had so much anger that he fell in his attempt to carry said luggage.
One does not simply fall if he was handling the situation appropriately and respecting
the wishes of the makeup artist to carry her own luggage.
It is true that a bridesmaid tried to apologize for the misunderstanding and wanted to
make sure that what happened wasn't going to happen again. Mr. H** didn't respond
well (we were clearly bothering him, unknowingly) and said "everybody will have to get
over it". The bridesmaid goes to the bride to relay this to her paying bride on her
WEDDING DAY. The bride then goes to Mr. H** explaining to him that she and her
future husband will not be staying the next night due to the fact that she felt extremely
threatened by his actions. During this time, Mr. H** attempted not once, but twice, to
physically assault [redacted], the bride, by attempting to forcefully place his hand on her
shoulder. She leaned back both times and asked him to please not touch her. He then
proceeded to tell her that it is an Inn and we were welcome to stay as long as or as
short as we like. The bride responded that he was acting very unprofessionally and like
a "grumpy old man". The door was shut in her face.
The wedding planner did call Mr. H**. She was at the venue setting up the wedding. I
quote from his paragraph, he "volunteers that the bride and groom will not be charged
for their Saturday night stay since they will not be spending the night". In the same
paragraph, he goes and verbally degrades Mrs. [redacted] and calls her
"unintelligible".
We agree that this was a wedding party that was getting pictures at the Inn, both the
groom and brides parties along with their two leashed and well trained border collies.
There is nothing stating that dogs can not be on the property. Again Mr. H** insults his
guess calling them a "sorority" and stating that "it's a joke, son". What business owner
makes such jokes and accusations in a " successful B&B"? The room was kept in a
VERY clean manner. All used towels were placed in the tub. All beds were made. All
dirty dishes were gathered together on the table. A few small bags of trash were tied
and placed by the trash receptacle.
Overall, Mr. H** mocks and degrades his visitors to the Inn. He calls the makeup artist
"possessive and weeping", not taking this matter seriously. How do you figure out what
is fair over a glass of wine, AFTER the party has left? There was not a signed contract,
and again, nothing on their website of what their cancelation policy is. Even if there was
a policy, the simple fact that two people were verbally assaulted and nearly physically
assaulted would be enough to supersede such non existent policy.
The complaints to both the Revdex.com and Attorney General were both made along with
Chase bank for fraudulent charges. Yes, the bride is still mad as it was a terrible once in
a lifetime experience to not only the bride, but MULTIPLE people in this situation. The
makeup artist and hair stylist only know the bride on a business level and have only met
twice in their lives. All three parties (the bride, hair stylist, and makeup artist) run very successful businesses in which they thrive on customer support and repeat business.
They all know how devastating bad business can be, but felt this situation needed more
than just a review. As disappointing as this experience was, we hope the outcome is
better for everyone.
Initial Business Response / [redacted] (1000, 6, 2015/08/10) */ (Revdex.com - converted from original documentSee file.) The same complaint that was registered with you by Ms [redacted] was also registered with the Secretary of StateEnclosed is the response to the complaint to the Secretary of State, plus supporting data: Sales Receipt, Reservation Confirmation, A scenario,etc(George H**'sversion of what actually happened), and e-mails that were sent from 7/20-22, the last requesting Ms [redacted] to contact us when she had a chance to review the Sales Receipt, which she did not do Please let us know if you need more information Respectfully, Katie H**, Vice President National Historic Inns, Incdba The Inn at Brandywine Falls =========================================== RESPONSE TO SECRETARY OF STATE COMPLAINT # [redacted] Regarding Purchase information: Problem Area: Poor service/shoddyThis charge is verifiably untrueThe innkeepers and the inn at Brandywine Falls are integral and widely known for superior hospitality, appointments, and overall quality over more than yearsThe innkeepers' experiences with over 40,guests have been excellent except for less than a dozen over the yearsThese data are verifiable on request through newspaper and magazine articles, comment books, testimonials of guests, records of occupancy, repeat guests, guest thank you notes, and National Park records of occupancy and property conditionPlease see www.innatbrandywinefalls.com Total price: $includes weekend rate based on two occupants; extra guests; sales tax Please see Confirmation sent May 15, Total billed: $No charge for services not deliveredSee Sales Receipt attached Description response: Paragraph (1) is accurate except the sheer number of additional guests plus professionals with special equipments was a lot more than our experience would suggest might come to a guest accommodation Paragraphs (and 3) Contain no valid sentencesInstead, Ms [redacted] (the consumer) booked an accommodation in a small building about ft, behind the Inn properThis famous [redacted] B&B is part of the Cuyahoga Valley National ParkShe and three attendants would stay the night before the wedding; she and the groom would stay the second night of the weekendIt was understood that she would prepare and dress for the wedding thereThe room was prepared and extra sleeping and toilet accommodations added for the guests the night before the wedding Ms [redacted] did not check in as expectedAttendants did so for her, noting that she was "having a meltdown"They expressed concern for her but also felt everything would work out just fine Contemporary luggage, generally, is dangerous to historic fabrics of all kinds and is carried by inn staff to reduce damageGuests are so advised by signage at the doorMost guests understand this The day of the wedding the Inn's breakfast preparations for guests were interrupted five times: First by the arrival of a hairdresser who didn't read the signage and whose equipment then had to be carried, second by a makeup artist who also didn't read and became hysterical because her equipment, which she had dragged into the Inn's living room, had to be carried out (She was clearly emotional about her equipment) and threatened to "tell the bride that she was too upset to work", third by a bridesmaid who was quite upset that the makeup artist was crying, fourth by the bride who stated that the makeup person was crying, her wedding was ruined, the innkeeper should not be in business and is "a nasty old man", and she didn't want to stay the night (she was assured that The Inn never wants guests who do not wish to be here)The bride's commentary lasted perhaps minutesHe said only "hello" "Are you finished?" and "goodbye"He did not attempt to touch herShe and the innkeeper had never spoken before nor since! and fifth by a wedding planner who wanted to negotiate a dealShe was told that The inn does not charge for a stay if people don't stayShe hung up, obviously in a hurryNot surprisingly, other guests had to wait for breakfast Katie, the other innkeeper (and President) delivered breakfast to the bride, in the suite, without incident, but was followed out the door by one of the many people in the suite at the time and was advised that she alone should deal with all Inn guests because her husband should not, because the makeup artist cried because he carried (grabbed, she said) her stuff, and last night, in the parking lot, he tried times to shut the hatch of an SUVTrue? It was darkHe went out to care for the chickensThe SUV hatch was openThe wedding dress was artfully draped in the lighted openingIt provided a grand opportunity for the cat to jump in and curl up, with or without his most recent preyHe tried to close the hatch but was unsuccessfulOne of the many people milling about came and took over and the incident was endedIt was a second eventOne wonders The Wedding Party included many visitors including several dogs, at least one photo-op, and ended about 3:PM; far too late to restore and rebook the roomPlease see "A SCENARIO", attached, in which a cosmetologist (makeup person) sets off a firestorm and everybody meits down Paragraph (4) Second sentence, "I was quoted $247.50"Please see reservation confirmation attached Paragraph (5) Please place a period after "fair"The added phrase, "To them" is erroneous *National Geographic "TEN BEST OF EVERYTHING--National Parks, page 396, Top Picks from Parks" Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please see attached document (Revdex.com converted document from originalSee file.) RESPONSE TO CASE # [redacted] I am shocked in the manner that MrH [redacted] is responding, making a mockery of a valid complaintThe fact that MrH [redacted] portrays our experience as "A SCENARIO FOR AN AWFUL MOVIE" clearly shows his lack of respect for this situation and the seriousness of this matter The bride stayed with three bridesmaids the evening of July The number of guests was discussed in advance when the reservation was madeNo contract was provided stating the amount of luggage permitted, or that there would be an extra charge for guestsThe Inn at Brandywine Falls website does not list any detailed information regarding luggage or guestsEach guest has no more than two bagsA cooler was also taken for light snacks and beverages on the day of the wedding Our party checked in at the expected arrival time given to MrH [redacted] upon reservation of the room [redacted] ***, Matron of Honor, and ***'s mother, [redacted] , checked in for the party as other standard wedding appointments were happening that evening We knew that the entire party would not be arriving until later in the evening and we did not want to disturb Mrand MrsH [redacted] at a later hourThe bride was not having a said "meltdown" in any wayIn fact, she was getting her nails done and placing an order for dinner, having a pretty fabulous eveningAgain, no contract was signed at check in and nothing was stated about the issue with our luggage On the day of the wedding the makeup artist and hair stylist both entered the building The makeup artist left her luggage OUTSIDE, carrying only her light stand over her shoulderThe hair stylist had one suitcase and carried that inside with herThey were both greeted by a hostile MrH [redacted] (unhappy that they unknowingly interrupted breakfast preparations)MrH [redacted] threatened to kick both of them out, to the point that each of them made it to the bride's room in tearsThe sheer anger of MrH [redacted] to grab and potentially damage the belongings to both guests was very unprofessional and a potentially dangerous situationA business owner should NEVER attempt to touch, grab, or physically do anything to a guest, a visitor, or their belongingsMrH [redacted] did succeed in taking the hair stylists equipment from herMrH [redacted] then argued with the makeup artist and eventually forcefully grabbed her luggage after she begged him not toMrH [redacted] clearly had so much anger that he fell in his attempt to carry said luggage One does not simply fall if he was handling the situation appropriately and respecting the wishes of the makeup artist to carry her own luggage It is true that a bridesmaid tried to apologize for the misunderstanding and wanted to make sure that what happened wasn't going to happen againMrH [redacted] didn't respond well (we were clearly bothering him, unknowingly) and said "everybody will have to get over it"The bridesmaid goes to the bride to relay this to her paying bride on her WEDDING DAYThe bride then goes to MrH [redacted] explaining to him that she and her future husband will not be staying the next night due to the fact that she felt extremely threatened by his actionsDuring this time, MrH [redacted] attempted not once, but twice, to physically assault [redacted] , the bride, by attempting to forcefully place his hand on her shoulderShe leaned back both times and asked him to please not touch herHe then proceeded to tell her that it is an Inn and we were welcome to stay as long as or as short as we likeThe bride responded that he was acting very unprofessionally and like a "grumpy old man"The door was shut in her face The wedding planner did call MrH**She was at the venue setting up the weddingI quote from his paragraph, he "volunteers that the bride and groom will not be charged for their Saturday night stay since they will not be spending the night"In the same paragraph, he goes and verbally degrades Mrs [redacted] and calls her "unintelligible" We agree that this was a wedding party that was getting pictures at the Inn, both the groom and brides parties along with their two leashed and well trained border collies There is nothing stating that dogs can not be on the propertyAgain MrH [redacted] insults his guess calling them a "sorority" and stating that "it's a joke, son"What business owner makes such jokes and accusations in a " successful B&B"? The room was kept in a VERY clean mannerAll used towels were placed in the tubAll beds were madeAll dirty dishes were gathered together on the tableA few small bags of trash were tied and placed by the trash receptacle Overall, MrH [redacted] mocks and degrades his visitors to the InnHe calls the makeup artist "possessive and weeping", not taking this matter seriouslyHow do you figure out what is fair over a glass of wine, AFTER the party has left? There was not a signed contract, and again, nothing on their website of what their cancelation policy isEven if there was a policy, the simple fact that two people were verbally assaulted and nearly physically assaulted would be enough to supersede such non existent policy The complaints to both the Revdex.com and Attorney General were both made along with Chase bank for fraudulent chargesYes, the bride is still mad as it was a terrible once in a lifetime experience to not only the bride, but MULTIPLE people in this situationThe makeup artist and hair stylist only know the bride on a business level and have only met twice in their livesAll three parties (the bride, hair stylist, and makeup artist) run very successful businesses in which they thrive on customer support and repeat business They all know how devastating bad business can be, but felt this situation needed more than just a reviewAs disappointing as this experience was, we hope the outcome is better for everyone
Initial Business Response /* (1000, 6, 2015/08/10) */
(Revdex.com - converted from original document. See file.)
The same complaint that was registered with you by Ms. [redacted] was also registered with the Secretary of State. Enclosed is the response to the complaint to the Secretary of State, plus...
supporting data: Sales Receipt, Reservation Confirmation, A scenario,etc. (George H**'sversion of what actually happened), and e-mails that were sent from 7/20-22, the last requesting Ms. [redacted] to contact us when she had a chance to review the Sales Receipt, which she did not do.
Please let us know if you need more information.
Respectfully,
Katie H**, Vice President
National Historic Inns, Inc. dba
The Inn at Brandywine Falls
===========================================
RESPONSE TO SECRETARY OF STATE COMPLAINT #[redacted]
Regarding Purchase information:
Problem Area: Poor service/shoddy. This charge is verifiably untrue. The innkeepers and the inn at Brandywine Falls are integral and widely known for superior hospitality, appointments, and overall quality over more than 27 years. The innkeepers' experiences with over 40,000 guests have been excellent except for less than a dozen over the years. These data are verifiable on request through newspaper and magazine articles, comment books, testimonials of guests, records of occupancy, repeat guests, guest thank you notes, and National Park records of occupancy and property condition. Please see www.innatbrandywinefalls.com
Total price: $656.51 includes weekend rate based on two occupants; 3 extra guests; sales tax.
Please see Confirmation sent May 15, 2015
Total billed: $521.35 No charge for services not delivered. See Sales Receipt attached.
Description response:
Paragraph (1) is accurate except the sheer number of additional guests plus professionals with special equipments was a lot more than our experience would suggest might come to a guest accommodation.
Paragraphs (2 and 3) Contain no valid sentences. Instead, Ms. [redacted] (the consumer) booked an accommodation in a small building about 15 ft, behind the Inn proper. This famous * B&B is part of the Cuyahoga Valley National Park. She and three attendants would stay the night before the wedding; she and the groom would stay the second night of the weekend. It was understood that she would prepare and dress for the wedding there. The room was prepared and extra sleeping and toilet accommodations added for the guests the night before the wedding.
Ms. [redacted] did not check in as expected. Attendants did so for her, noting that she was "having a meltdown". They expressed concern for her but also felt everything would work out just fine.
Contemporary luggage, generally, is dangerous to historic fabrics of all kinds and is carried by inn staff to reduce damage. Guests are so advised by signage at the door. Most guests understand this.
The day of the wedding the Inn's breakfast preparations for 14 guests were interrupted five times: First by the arrival of a hairdresser who didn't read the signage and whose equipment then had to be carried, second by a makeup artist who also didn't read and became hysterical because her equipment, which she had dragged into the Inn's living room, had to be carried out (She was clearly emotional about her equipment) and threatened to "tell the bride that she was too upset to work", third by a bridesmaid who was quite upset that the makeup artist was crying, fourth by the bride who stated
that the makeup person was crying, her wedding was ruined, the innkeeper should not be in business and is "a nasty old man", and she didn't want to stay the night (she was assured that The Inn never wants guests who do not wish to be here). The bride's commentary lasted perhaps 5 minutes. He said only "hello" "Are you finished?" and "goodbye". He did not attempt to touch her. She and the innkeeper had never spoken before nor since! and fifth by a wedding planner who wanted to negotiate a deal. She was told that The inn does not charge for a stay if people don't stay. She hung up, obviously in a hurry. Not surprisingly, 10 other guests had to wait for breakfast.
Katie, the other innkeeper (and President) delivered breakfast to the bride, in the suite, without incident, but was followed out the door by one of the many people in the suite at the time and was advised that she alone should deal with all Inn guests because her husband should not, because the makeup artist cried because he carried (grabbed, she said) her stuff, and last night, in the parking lot, he tried 3 times to shut the hatch of an SUV. True? It was dark. He went out to care for the chickens. The SUV hatch was open. The wedding dress was artfully draped in the lighted opening. It provided a grand opportunity for the cat to jump in and curl up, with or without his most recent prey. He tried to close the hatch but was unsuccessful. One of the many people milling about came and took over and the incident was ended. It was a 30 second event. One wonders...........
The Wedding Party included many visitors including several dogs, at least one photo-op, and ended about 3:30 PM; far too late to restore and rebook the room. Please see "A SCENARIO", attached, in which a cosmetologist (makeup person) sets off a firestorm and everybody meits down.
Paragraph (4) Second sentence, "I was quoted $247.50". Please see reservation confirmation attached.
Paragraph (5) Please place a period after "fair". The added phrase, "To them" is erroneous.
*National Geographic "TEN BEST OF EVERYTHING--National Parks, page 396, Top Picks from Parks".
Initial Consumer Rebuttal /* (3000, 8, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see attached document.
(Revdex.com converted document from original. See file.)
RESPONSE TO CASE #[redacted]
I am shocked in the manner that Mr. H** is responding, making a mockery of a valid
complaint. The fact that Mr. H** portrays our experience as "A SCENARIO FOR AN
AWFUL MOVIE" clearly shows his lack of respect for this situation and the seriousness
of this matter.
The bride stayed with three bridesmaids the evening of July 17. The number of guests
was discussed in advance when the reservation was made. No contract was provided
stating the amount of luggage permitted, or that there would be an extra charge for
guests. The Inn at Brandywine Falls website does not list any detailed information
regarding luggage or guests. Each guest has no more than two bags. A cooler was also
taken for light snacks and beverages on the day of the wedding.
Our party checked in at the expected arrival time given to Mr. H** upon reservation of
the room. [redacted], Matron of Honor, and [redacted]'s mother, [redacted], checked
in for the party as other standard wedding appointments were happening that evening.
We knew that the entire party would not be arriving until later in the evening and we did
not want to disturb Mr. and Mrs. H** at a later hour. The bride was not having a said
"meltdown" in any way. In fact, she was getting her nails done and placing an order for
dinner, having a pretty fabulous evening. Again, no contract was signed at check in and
nothing was stated about the issue with our luggage.
On the day of the wedding the makeup artist and hair stylist both entered the building.
The makeup artist left her luggage OUTSIDE, carrying only her light stand over her
shoulder. The hair stylist had one suitcase and carried that inside with her. They were
both greeted by a hostile Mr. H** (unhappy that they unknowingly interrupted breakfast
preparations). Mr. H** threatened to kick both of them out, to the point that each of
them made it to the bride's room in tears. The sheer anger of Mr. H** to grab and
potentially damage the belongings to both guests was very unprofessional and a
potentially dangerous situation. A business owner should NEVER attempt to touch,
grab, or physically do anything to a guest, a visitor, or their belongings. Mr. H** did
succeed in taking the hair stylists equipment from her. Mr. H** then argued with the
makeup artist and eventually forcefully grabbed her luggage after she begged him not
to. Mr. H** clearly had so much anger that he fell in his attempt to carry said luggage.
One does not simply fall if he was handling the situation appropriately and respecting
the wishes of the makeup artist to carry her own luggage.
It is true that a bridesmaid tried to apologize for the misunderstanding and wanted to
make sure that what happened wasn't going to happen again. Mr. H** didn't respond
well (we were clearly bothering him, unknowingly) and said "everybody will have to get
over it". The bridesmaid goes to the bride to relay this to her paying bride on her
WEDDING DAY. The bride then goes to Mr. H** explaining to him that she and her
future husband will not be staying the next night due to the fact that she felt extremely
threatened by his actions. During this time, Mr. H** attempted not once, but twice, to
physically assault [redacted], the bride, by attempting to forcefully place his hand on her
shoulder. She leaned back both times and asked him to please not touch her. He then
proceeded to tell her that it is an Inn and we were welcome to stay as long as or as
short as we like. The bride responded that he was acting very unprofessionally and like
a "grumpy old man". The door was shut in her face.
The wedding planner did call Mr. H**. She was at the venue setting up the wedding. I
quote from his paragraph, he "volunteers that the bride and groom will not be charged
for their Saturday night stay since they will not be spending the night". In the same
paragraph, he goes and verbally degrades Mrs. [redacted] and calls her
"unintelligible".
We agree that this was a wedding party that was getting pictures at the Inn, both the
groom and brides parties along with their two leashed and well trained border collies.
There is nothing stating that dogs can not be on the property. Again Mr. H** insults his
guess calling them a "sorority" and stating that "it's a joke, son". What business owner
makes such jokes and accusations in a " successful B&B"? The room was kept in a
VERY clean manner. All used towels were placed in the tub. All beds were made. All
dirty dishes were gathered together on the table. A few small bags of trash were tied
and placed by the trash receptacle.
Overall, Mr. H** mocks and degrades his visitors to the Inn. He calls the makeup artist
"possessive and weeping", not taking this matter seriously. How do you figure out what
is fair over a glass of wine, AFTER the party has left? There was not a signed contract,
and again, nothing on their website of what their cancelation policy is. Even if there was
a policy, the simple fact that two people were verbally assaulted and nearly physically
assaulted would be enough to supersede such non existent policy.
The complaints to both the Revdex.com and Attorney General were both made along with
Chase bank for fraudulent charges. Yes, the bride is still mad as it was a terrible once in
a lifetime experience to not only the bride, but MULTIPLE people in this situation. The
makeup artist and hair stylist only know the bride on a business level and have only met
twice in their lives. All three parties (the bride, hair stylist, and makeup artist) run very successful businesses in which they thrive on customer support and repeat business.
They all know how devastating bad business can be, but felt this situation needed more
than just a review. As disappointing as this experience was, we hope the outcome is
better for everyone.