[redacted] called to reserve rooms for her friends and family to visit the lake. She was very specific in her desire to be tohether and they would be celebrating birthday while here. She stated this was their first visit to our facilities and she had many questions about the resort and...
amenities that we have to offer. I explained the differences between the cabins vs the hotel romms. I explained to her like we tell all of our potential guests that the cabins are very much a rustic fisherman (not so much in the charming sense) type cbin. The cabins offer a very simplistic, outdated yet accomodating environment. Whereas, the hotel is newer and updated with a mini fridge as well as the same ammenities as the cabins with the coffee pot, their linens, towels as well as housekieeping changing towels and trash. I told her both sites had the adjoining doors so accessability to each others rooms would be available with either choice. Mrs. [redacted] aked my opinion if I was choosing where to stay where would I stay and I advised the Hotel. Mrs. [redacted] then opted for the 4 cabin room in one building.At this time I did put her in one of the newer updated buildings.
The group arrived on Friday August 4, 2017 as planned. Check in was hectic trying to keep up with who was paying for what and who was staying where. Front desk gave them keys and all seemed fine.
Saturday August 5th a member odf the group came over after another had called about the smell of the water. They stated the smel was horrible and it tasted terrible. They stated a friend was lying in bed ill after brushing her teeth with the water. They stated the whole cabin smaell of rotten eggs. When they were told it maybe the water heater they quickly stated they had friends with them that were maintenance people and they disagreed. I spoke with Mr. [redacted] and he agereed it could be the water heater however, nothing could be done until Monday. The group of ladies cqme back down still clearly upset and still did not like the answer I had to give them.They were being loud and accusational in front of well over 40 guests. I offered at this time to refund their money. They refused. They asked at this time if we could give them a rooms to shower in and get drinking water from. I sent a contractual employee (17 years of construction in commercial as well as resdiential) who was at the desk for a personal matter to go check out the water and give them the keys to another room. I had only one as we were booked solid. They agreed to the plan he went and checked the water smell and found nothing maybe faint if anything but not as bad as stated. I told them I would see what I could come up with as far accommodations to move them and they were ok at that time.
I called to let them know we had found other rooms however not together 2 in the hotel nd 2 cabins. They asked if they could come take to me. They came back this time with another man . he asked if we could talk privately and I motion to the back lbrary area and I followed. They all stood around to talk with me. He was quick to point out that he was a profesional person, probably not I am use to dealing with. He listed his business credentials and how owned several rental properties. Let's be honest how he spoke down to me as if I was ignorante to say I was offened by the smug passive aggresive behavior would be an understatement as I was addressed as hon and dear as he tried to explain that they did not want to be that type of customer to contact the Revdex.com, the health department as well as taking water samples for their own testing. I explained the health department was here last week and the we submitt our water samples monthly. He was quick to tell me this was a more sensitive seperate situation. They refused to be moved since they were leaving the next day, they did not seek monitary compensation or a refund but if we wanted to feed them at thr restaurant since they could not cook that would be fine. He the held out his hand and began using his fingers to make a point in how to handle the situation. 1. Someone needs to acknowledge us, take us seriously and get some one over there not just any one but the owner to see for himself. 2. We will not be seperated 3. We are not looking for compensation just to be heard. I explained all of those have been attempted to be met and they refused them. He said you go call the owner and let us talk to him. I agreed to call and I told them not to speak to him like they are to me if they want anything done. I was then instructed to call them and let themknow if he was coming. My responses were a lot of I understand and ok's.
Mr. [redacted] said he spoke a more rational man while thye others were loud and obnoxious. He checked the water and the fellow acknowledged a faint smell but nothing to bad. Ron left as he didn't want to continue to listen to the rhetoric. The front desk heard nothing more until they checked out on Sunday with no problems.
This group used very passive aggressive group bully tactics in hopes to get what they wanted to meet their agernda. Problem is that every solution offered was not good enough for them. They were extremely insulting to our staff as if they were all irrelevent and beneath them. It seemed no matter the effort nothing was going to make them happy.
[redacted] called to reserve rooms for her friends and family to visit the lake. She was very specific in her desire to be tohether and they would be celebrating birthday while here. She stated this was their first visit to our facilities and she had many questions about the resort and...
amenities that we have to offer. I explained the differences between the cabins vs the hotel romms. I explained to her like we tell all of our potential guests that the cabins are very much a rustic fisherman (not so much in the charming sense) type cbin. The cabins offer a very simplistic, outdated yet accomodating environment. Whereas, the hotel is newer and updated with a mini fridge as well as the same ammenities as the cabins with the coffee pot, their linens, towels as well as housekieeping changing towels and trash. I told her both sites had the adjoining doors so accessability to each others rooms would be available with either choice. Mrs. [redacted] aked my opinion if I was choosing where to stay where would I stay and I advised the Hotel. Mrs. [redacted] then opted for the 4 cabin room in one building.At this time I did put her in one of the newer updated buildings.
The group arrived on Friday August 4, 2017 as planned. Check in was hectic trying to keep up with who was paying for what and who was staying where. Front desk gave them keys and all seemed fine.
Saturday August 5th a member odf the group came over after another had called about the smell of the water. They stated the smel was horrible and it tasted terrible. They stated a friend was lying in bed ill after brushing her teeth with the water. They stated the whole cabin smaell of rotten eggs. When they were told it maybe the water heater they quickly stated they had friends with them that were maintenance people and they disagreed. I spoke with Mr. [redacted] and he agereed it could be the water heater however, nothing could be done until Monday. The group of ladies cqme back down still clearly upset and still did not like the answer I had to give them.They were being loud and accusational in front of well over 40 guests. I offered at this time to refund their money. They refused. They asked at this time if we could give them a rooms to shower in and get drinking water from. I sent a contractual employee (17 years of construction in commercial as well as resdiential) who was at the desk for a personal matter to go check out the water and give them the keys to another room. I had only one as we were booked solid. They agreed to the plan he went and checked the water smell and found nothing maybe faint if anything but not as bad as stated. I told them I would see what I could come up with as far accommodations to move them and they were ok at that time.
I called to let them know we had found other rooms however not together 2 in the hotel nd 2 cabins. They asked if they could come take to me. They came back this time with another man . he asked if we could talk privately and I motion to the back lbrary area and I followed. They all stood around to talk with me. He was quick to point out that he was a profesional person, probably not I am use to dealing with. He listed his business credentials and how owned several rental properties. Let's be honest how he spoke down to me as if I was ignorante to say I was offened by the smug passive aggresive behavior would be an understatement as I was addressed as hon and dear as he tried to explain that they did not want to be that type of customer to contact the Revdex.com, the health department as well as taking water samples for their own testing. I explained the health department was here last week and the we submitt our water samples monthly. He was quick to tell me this was a more sensitive seperate situation. They refused to be moved since they were leaving the next day, they did not seek monitary compensation or a refund but if we wanted to feed them at thr restaurant since they could not cook that would be fine. He the held out his hand and began using his fingers to make a point in how to handle the situation. 1. Someone needs to acknowledge us, take us seriously and get some one over there not just any one but the owner to see for himself. 2. We will not be seperated 3. We are not looking for compensation just to be heard. I explained all of those have been attempted to be met and they refused them. He said you go call the owner and let us talk to him. I agreed to call and I told them not to speak to him like they are to me if they want anything done. I was then instructed to call them and let themknow if he was coming. My responses were a lot of I understand and ok's.
Mr. [redacted] said he spoke a more rational man while thye others were loud and obnoxious. He checked the water and the fellow acknowledged a faint smell but nothing to bad. Ron left as he didn't want to continue to listen to the rhetoric. The front desk heard nothing more until they checked out on Sunday with no problems.
This group used very passive aggressive group bully tactics in hopes to get what they wanted to meet their agernda. Problem is that every solution offered was not good enough for them. They were extremely insulting to our staff as if they were all irrelevent and beneath them. It seemed no matter the effort nothing was going to make them happy.