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Inverness Hotel & Golf Club

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Inverness Hotel & Golf Club Reviews (3)

Ms [redacted] and her husband ( [redacted] ) made a reservation to stay at The Inverness as part of the [redacted] / [redacted] wedding block This wedding block was set up to include transportation from the hotel to the offsite wedding venue and back on 10/21/ Every reservation at the hotel also includes complimentary shuttle service for all registered hotel guests anywhere within a mile radius of the hotel It is our position that Mr [redacted] confused these services with complimentary shuttle service to and from the airport Upon investigating this particular incident, it was determined that our team ( [redacted] and ***) recalled speaking with Mr [redacted] and both were adamant that they had never promised complimentary airport service to he or any other guest It is important to note that [redacted] is a supervisor who has worked at the hotel for several years with an impeccable record He has directed thousands of guests that have made reservations with him and not once have we had a guest claim that he promised complimentary shuttle service to and/or from the airport It is also important to note that no other guests over this weekend had made a similar claim, including those guests from the [redacted] / [redacted] wedding party Mr [redacted] continued to insist that we promised him complimentary transportation and spoke to several team members and managers about his concern while he was here Ultimately I spoke with Mr [redacted] regarding this issue at which time I learned he (and those traveling with him) used [redacted] from the airport to the hotel He stated the cost was and would be just under $ While I was confident he misunderstood the information we provided to him, I also feel he believed that was what he was told In an effort to appease Mr [redacted] I told him I would split the difference with him and cover half of that cost I posted that credit to his final folio [redacted]

Complaint: ***
I am rejecting this response because: In my original complaint I stated that we were told by a concierge over the phone and in person upon chethat *** was NOT a superior, and now they state that he isThis is a clear indication of their dishonesty and how they have been untruthful from the startWe did not missundersant the amenities promised to usI was witness to my husbands conversation with both *** and *** and I urge that you listen to any recording of both phone callsIn addition the disrespect and lac of customer service we experienced from the staff at this hotel, which "prides" its self on hospitality, is to no endThey have continued to be untruthful by stating that they did not promise to reimburse the full cost of the *** ride for us and those whom traveled with usWe have documentation of everyone whom we've spoken with throughout this terrible experience and will not back down till we come to the resolution we seek.
Sincerely,
*** ***

Ms. [redacted] and her husband ([redacted]) made a reservation to stay at The Inverness as part of the [redacted]/[redacted] wedding block.   This wedding block was set up to include transportation from the hotel to the offsite wedding venue and back on 10/21/16.   Every reservation at...

the hotel also includes complimentary shuttle service for all registered hotel guests anywhere within a 5 mile radius of the hotel.   It is our position that Mr. [redacted] confused these services with complimentary shuttle service to and from the airport.  Upon investigating this particular incident, it was determined that our team ([redacted] and [redacted]) recalled speaking with Mr. [redacted] and both were adamant that they had never promised complimentary airport service to he or any other guest.   It is important to note that [redacted] is a supervisor who has worked at the hotel for several years with an impeccable record.  He has directed thousands of guests that have made reservations with him and not once have we had a guest claim that he promised complimentary shuttle service to and/or from the airport.  It is also important to note that no other guests over this weekend had made a similar claim, including those guests from the [redacted]/[redacted] wedding party.    Mr. [redacted] continued to insist that we promised him complimentary transportation and spoke to several team members and managers about his concern while he was here.   Ultimately I spoke with Mr. [redacted] regarding this issue at which time I learned he (and those traveling with him) used [redacted] from the airport to the hotel.  He stated the cost was and would be just under $200.  While I was confident he misunderstood the information we provided to him, I also feel he believed that was what he was told.   In an effort to appease Mr. [redacted] I told him I would split the difference with him and cover half of that cost.   I posted that credit to his final folio.    [redacted]

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Address: 200 Inverness Dr W, Englewood, Colorado, United States, 80112-5200

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