Lou's Bonsai Nursery, LLC

Initial Business Response / [redacted] (1000, 8, 2017/06/14) */ Contact Name and Title: [redacted] Director Contact Phone: XXX-XXX-XXXX Contact Email: Blue Chip Drive, Michigan City, IN XXXXX Thank you for your reservation at Blue Chip Casino We are sorry to hear of the hardships your family has gone through over the last few months I do see that the reservation was changed several times to accommodate your parents Please note that you agreed to the terms of allowing notice of a cancellation within hours to avoid being charged, which you failed to do Because of this, we held a room and delivered perishable items to the room which cost our company money Due to the extreme nature of your circumstances, we will honor a refund but have noted the reservation that this is a one time exception that cannot be honored again Initial Consumer Rebuttal / [redacted] (2000, 10, 2017/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept my refund since rescheduling the stay wasn't an option I do believe a better policy should be in place to ensure the return of a customer if we are valued Since given the refund as my only option and the lenghts I had to go I will book a spa retreat for my parents at a different location Thank you for closure

Initial Business Response /* (1000, 8, 2015/06/13) */
Contact Name and Title: Tricia *** Director
Contact Phone: XXX-XXX-XXXX
Thank you for your recent visit to Blue Chip Casino Hotel and SpaI do apologize that the room was not ready for you upon your arrival to the hotelOur check in
time for the hotel does begin at 3pm as stated on our websiteI can see from your reservation that we did register you and check you into the hotel at 3:03pm CSTHowever, we were not able to provide you with keys to your hotel room for another minutes due to the specific requested room not being available upon arrivalPlease note that we did in-fact check you in and register you into the hotel in a timely mannerWe try our hardest to give keys to hotel rooms at 3pm, but sometimes are not able toWhen we cannot issue keys upon the guest's arrival, we do allow guests to use the amenities of the casino and hotelThe Spa and restaurants are available for guests during operational hours and the casino is available hours a dayWe also provide valet at no charge and complimentary bell service to store personal belongingsThe pool and hot tubs, located on the first floor of the Blue Chip tower, can be opened by any hotel employee for your use while waiting for your roomRestrooms, to change in, are available in the hotel lobby, as well as the pool area
OFFER:
Initial Consumer Rebuttal /* (3000, 10, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hotel Director,
I do not accept that this is an acceptibale responseI directly asked the hotel guest services if I could use the pool and gym area while I waited and they said, "that until room keys were issued you were not allowed to use those ammenties." That directly contradicts your statement and further reiterates the fact that the policy needs to be updated for guests understanding
Very Respectfully,
***

Initial Business Response /* (1000, 8, 2017/06/14) */
Contact Name and Title: *** *** Director
Contact Phone: XXX-XXX-XXXX
Contact Email: Blue Chip Drive, Michigan City, IN XXXXX
Thank you for your reservation at Blue Chip CasinoWe are sorry to hear of the hardships your family has
gone through over the last few monthsI do see that the reservation was changed several times to accommodate your parentsPlease note that you agreed to the terms of allowing notice of a cancellation within hours to avoid being charged, which you failed to doBecause of this, we held a room and delivered perishable items to the room which cost our company moneyDue to the extreme nature of your circumstances, we will honor a refund but have noted the reservation that this is a one time exception that cannot be honored again
Initial Consumer Rebuttal /* (2000, 10, 2017/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept my refund since rescheduling the stay wasn't an optionI do believe a better policy should be in place to ensure the return of a customer if we are valuedSince given the refund as my only option and the lenghts I had to go I will book a spa retreat for my parents at a different locationThank you for closure

Initial Business Response /* (1000, 8, 2017/06/14) */
Contact Name and Title: *** *** Director
Contact Phone: XXX-XXX-XXXX
Contact Email: Blue Chip Drive, Michigan City, IN XXXXX
Thank you for your reservation at Blue Chip Casino We are sorry to hear of the hardships your family has
gone through over the last few months I do see that the reservation was changed several times to accommodate your parents Please note that you agreed to the terms of allowing notice of a cancellation within hours to avoid being charged, which you failed to do Because of this, we held a room and delivered perishable items to the room which cost our company money Due to the extreme nature of your circumstances, we will honor a refund but have noted the reservation that this is a one time exception that cannot be honored again
Initial Consumer Rebuttal /* (2000, 10, 2017/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept my refund since rescheduling the stay wasn't an option I do believe a better policy should be in place to ensure the return of a customer if we are valued Since given the refund as my only option and the lenghts I had to go I will book a spa retreat for my parents at a different location Thank you for closure