Kahler Grand Hotel

I spoke with this guest directly via telephone on 9/29/regarding her dissatisfaction of stay, as well as, the loss of her earringsWe were going through some upgrades to the building at the time of her stay but did make ALL guests aware so they could make other arrangements, if necessaryOur staff did their best to accommodate this guest but nonetheless we did understand her frustration and provided a 20% refund I was very sincerely concerned about the loss of her earrings as she explained they were a gift from her husband and childrenI could only imagine how upsetting this could be to have lost something so sentimentalAfter getting off the phone with her, I spoke with the housekeeping department and staffUnfortunately, the room had cleaned and re-rented right away and she waited a couple of days before calling us regarding the earringsShe was not happy with our email response letting her know of the 20% refund and apology, as I could not reach her again via telephoneShe replied with an angry email backSo, we informed her in an email on 10/4/17: ”We value our guests, taking pride in providing exceptional service and I am sorry that you feel we did not meet your expectationsOn the registration card, which you signed upon check-in, it states that, "The hotel assumes no responsibility for loss of money, jewels, or other valuables, unless placed in our safe deposit boxes located at the Front DeskThe Hotel is not responsible for contents left in room or automobile." When signing this registration card you agreed that you understood thisAgain, I did speak with the housekeeping department, the housekeeper that cleaned the rooms you stayed in, and the Front Desk where the items may have been turned inI did everything I could to assist you and am sincerely sorry for your situationI will be happy to go ahead and forward this matter to our insurance company and they will be in contact with you directly.” The loss of the earrings has been turned into our insurance and they will contact the guest directlyThe public parking ramp was likely full due to the entire city being high occupancyMany of the hotel guests had to utilize other city ramps further away from the hotel for parkingIf she had paid for parking as part of a package and was not credited for this then this was not ever brought to my attention to be able to addressI hope that this helps you understand that we did our best to address the guests concerns and provide a solution to the situationShould you have any further questions, please do not hesitate to contact meThank you, Christy [redacted] Executive Assistant | Guest Relations Coordinator Kahler Hospitality Group [redacted] , Rochester, MN P: ###-###-#### / F: ###-###-#### E: c [redacted] @kahlerhospitalitygroup.com

Dear Guest, Thank you for your additional commentsAs promised, we have turned your claim for the lost earrings over to our insuranceI can understand you are eager to speak with someone but unfortunately we cannot control their speed of service in this matterThe Kahler Hospitality Group hires respectable, hardworking members of this communityOur staff are some of the best and brightest talent our community has to offer and each does pass a background check upon start of employmentWe are sorry that we did not meet and exceed your expectations during your stay with usOur staff is dedication to providing an exceptional level of service and we are dedicated to constant improvement, therefore I have shared your comments and observations with the respective departments to be addressed accordinglyThank you again for choosing the Kahler Grand HotelWe appreciate you and the time you took to share your thoughts with usWe wish you all the bestWith gratitude, Christy *** Executive Assistant | Guest Relations Coordinator Kahler Hospitality Group ** ** *** ***, Rochester, MN P: ###-###-#### / F: ###-###-#### E: c***@kahlerhospitalitygroup.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

I spoke with this guest directly via telephone on 9/29/17 regarding her dissatisfaction of stay, as well as, the loss of her earrings. We were going through some upgrades to the building at the time of her stay but did make ALL guests aware so they could make other arrangements, if necessary. Our...

staff did their best to accommodate this guest but nonetheless we did understand her frustration and provided a 20% refund.   I was very sincerely concerned about the loss of her earrings as she explained they were a gift from her husband and children. I could only imagine how upsetting this could be to have lost something so sentimental. After getting off the phone with her, I spoke with the housekeeping department and staff. Unfortunately, the room had cleaned and re-rented right away and she waited a couple of days before calling us regarding the earrings. She was not happy with our email response letting her know of the 20% refund and apology, as I could not reach her again via telephone. She replied with an angry email back. So, we informed her in an email on 10/4/17: ”We value our guests, taking pride in providing exceptional service and I am sorry that you feel we did not meet your expectations. On the registration card, which you signed upon check-in, it states that, "The hotel assumes no responsibility for loss of money, jewels, or other valuables, unless placed in our safe deposit boxes located at the Front Desk. The Hotel is not responsible for contents left in room or automobile." When signing this registration card you agreed that you understood this. Again, I did speak with the housekeeping department, the housekeeper that cleaned the rooms you stayed in, and the Front Desk where the items may have been turned in. I did everything I could to assist you and am sincerely sorry for your situation. I will be happy to go ahead and forward this matter to our insurance company and they will be in contact with you directly.” The loss of the earrings has been turned into our insurance and they will contact the guest directly. The public parking ramp was likely full due to the entire city being high occupancy. Many of the hotel guests had to utilize other city ramps further away from the hotel for parking. If she had paid for parking as part of a package and was not credited for this then this was not ever brought to my attention to be able to address. I hope that this helps you understand that we did our best to address the guests concerns and provide a solution to the situation. Should you have any further questions, please do not hesitate to contact me. Thank you, Christy [redacted] Executive Assistant | Guest Relations Coordinator Kahler Hospitality Group [redacted], Rochester, MN 55902 P: ###-###-#### / F: ###-###-#### E: c[redacted]@kahlerhospitalitygroup.com