Los Arboles Hotel

Initial Business Response /* (1000, 8, 2016/01/25) */
Good Morning Ms. [redacted]
Thanks for the opportunity to work with the Revdex.com and [redacted] to open a dialog and resolution to the concerns raised.
May we please start with the ill functioning heating equipment that our guest...

encountered during their stay with us. We have determined that indeed it did appear that the unit designated to heat the room occupied by the [redacted]'s was not operating as expected during their stay. Once notified, we took immediate steps to assure the correction of this issue by removing the defective unit in its entirety and replacing it with a new HVAC unit. Since this change, no issues have been reported and all of the guests who have stayed with us, in that same room, have been completely satisfied with the new units performance.
As for the lack of follow through from our Management Team, this I must take responsibility for in that during the the [redacted]'s stay with us we were transitioning the team at the Front Desk and the Management of the desk itself. Unfortunately during this transition, We were not alerted by our Front Desk of the [redacted]'s request to speak with our Manager. We, as a hotel, have taken the steps necessary and put in place the structure needed to assure that in the future all guest issues, both good and bad, are taken care of immediately...most within eight hours of the contact.
Finally, we are happy to invite the [redacted]'s back to join us at Los Arboles Hotel for a two night stay with no black out dates, at our expense as a small token of our sincere apology for their inconvenience and as a way for us to show that we have indeed noted their comments and have taken the steps necessary to correct them in a timely manner.
All of our thousands and thousands of former guests are important to us here at Los Arboles Hotel. We appreciate that our guests have many choices when choosing hotels in the area and so very many of our former guests have been return guests to Los Arboles Hotel for many years! We look forward to seeing the [redacted]'s again soon and welcoming them into the Los Arboles Hotel family!
Thanks So Much!
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2016/01/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business ONLY if Los Arboles lives up to their promise that they will in fact offer us a two night stay at NO cost to us. If Los Arboles fails to offer us a free two night stay with no black out dates, We reserve the right to reopen this complaint with the Revdex.com and take any other legal action necessary to remedy us. In closing I am pleased that Los Arboles if finally taking accountability but saddened that it took us all this unnecessary steps including contacting the Revdex.com. I would also like to be given some assurance that Los Arboles will live up to their promise perhaps in the form of a letter/certificate indicating their promise to offer us a two night stay. Thank you.