Initial Business Response /* (**00, 5, 2016/08/22) */
While I respect the customer's right to his own view of the events in question, he is quite mistaken as to the facts of the eventsThe customer was not taking "a few hard boiled eggs," he was carrying two full plates of foodThere are
multiple signs informing guests that food must be eaten in the breakfast room and guests may not carry food back to their roomsWe are not in a position to allow guests to take unlimited additional food from the breakfast roomHowever, if guests wish to do so, there is a $** chargeI did not yell or otherwise raise my voice with the customer, but rather spoke to him to inform him of the policyThe customer provided two excuses as to why the rule should be relaxed for him, but when the staff held their position, he then said his daughter was too sick to attendThis did not come across as truthfulRegardless of the reason, our policy applies equally to all guestsThe customer became quite upset and proceeded to threaten me with a bad *** reviewHowever, we do not respond to such threats by giving preferential treatment to offending guestsHe did leave the lobby visibly upset, leaving the two plates of food behindHe returned a short time later with a small bag, making an effort to conceal the bag from the front desk staffA kitchen staff member observed the customer placing food items in the bagHe made two trips out of the breakfast room with food hidden in his bag, and returned for yet a thirdOn his way out the third time, he stopped to complain about an unrelated a thermostat issue in his roomAt this point I informed him that he would have to be charged for removing food from the breakfast room per company policyThe noise complaint in question came as he was arriving and apparently noisily unloading and returning to his room, however, that was not related to the chargeWe simply have an obligation to all of our guests to address noise complaints and to promote a positive and peaceful environment at the motel
Initial Consumer Rebuttal /* (3000, 7, 2016/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I strongly object to what was said by the company on ***I did never attempt to take out plates of food out, and I only ever simply asked a question regarding my sick daughter and giving her a bit of food***, apparently the unnamed author of the afore mentioned letter was the only staff member present at the front desk at the time, and it was
he who became hostile with me, and proceeded (regarding my previews letter( to make it persona, *** wouldnt even fix the
heating thermostat in the room for usAlso, there was no staff in the dining room at the time to observe anything, where we were we eatingAlso a staff member observing something is heresay, if there were cameras, and did this event take place, now, that would be evidenceI had returned to the the dining room twice to bring my mother her medication, and this person made an assumption about my small binocular case, I mean realistically c'mon how are you going to fit food into a binocular caseThe respondent is not credible as previously stated, hence the reason for this complaint, look at what
he did/said with the fraudulent chargeMuch of what he has said on *** is not how the vents actually transpiredThey seem to be lies, heresay, or assumptions at bestConclusively, I did not see anything in the hotels policy written or otherwise (nor was this policy ever explained to me by any of the hotel staff)It seems to be totally arbitrary thing
Thank you to the Revdex.com for your time and attention in this matter
Kind Regards,
***
Final Consumer Response /* (4200, 11, 2016/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You cannot legally charge a customer $** for something arbitrary, based on assumption, and without consentAfter all I've been through do you realistically think I'd stay there again (& I live in ***)In good faith similarly then refund $** to my credit card, it's cheaper than *** on a $*** /night roomThanks
Final Business Response /* (4000, 9, 2016/09/01) */
In an effort to bring this matter to a conclusion and as a show of good faith, Brackley Beach Northwinds would be willing to offer the customer *** off his next stay at NorthwindsCustomer Service and Customer Satisfaction are important to us here and we would be pleased to welcome the guest back for a more positive experience, provided of course that he adheres to posted policies
Initial Business Response /* (**00, 5, 2016/08/22) */
While I respect the customer's right to his own view of the events in question, he is quite mistaken as to the facts of the eventsThe customer was not taking "a few hard boiled eggs," he was carrying two full plates of foodThere are
multiple signs informing guests that food must be eaten in the breakfast room and guests may not carry food back to their roomsWe are not in a position to allow guests to take unlimited additional food from the breakfast roomHowever, if guests wish to do so, there is a $** chargeI did not yell or otherwise raise my voice with the customer, but rather spoke to him to inform him of the policyThe customer provided two excuses as to why the rule should be relaxed for him, but when the staff held their position, he then said his daughter was too sick to attendThis did not come across as truthfulRegardless of the reason, our policy applies equally to all guestsThe customer became quite upset and proceeded to threaten me with a bad *** reviewHowever, we do not respond to such threats by giving preferential treatment to offending guestsHe did leave the lobby visibly upset, leaving the two plates of food behindHe returned a short time later with a small bag, making an effort to conceal the bag from the front desk staffA kitchen staff member observed the customer placing food items in the bagHe made two trips out of the breakfast room with food hidden in his bag, and returned for yet a thirdOn his way out the third time, he stopped to complain about an unrelated a thermostat issue in his roomAt this point I informed him that he would have to be charged for removing food from the breakfast room per company policyThe noise complaint in question came as he was arriving and apparently noisily unloading and returning to his room, however, that was not related to the chargeWe simply have an obligation to all of our guests to address noise complaints and to promote a positive and peaceful environment at the motel
Initial Consumer Rebuttal /* (3000, 7, 2016/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I strongly object to what was said by the company on ***I did never attempt to take out plates of food out, and I only ever simply asked a question regarding my sick daughter and giving her a bit of food***, apparently the unnamed author of the afore mentioned letter was the only staff member present at the front desk at the time, and it was
he who became hostile with me, and proceeded (regarding my previews letter( to make it persona, *** wouldnt even fix the
heating thermostat in the room for usAlso, there was no staff in the dining room at the time to observe anything, where we were we eatingAlso a staff member observing something is heresay, if there were cameras, and did this event take place, now, that would be evidenceI had returned to the the dining room twice to bring my mother her medication, and this person made an assumption about my small binocular case, I mean realistically c'mon how are you going to fit food into a binocular caseThe respondent is not credible as previously stated, hence the reason for this complaint, look at what
he did/said with the fraudulent chargeMuch of what he has said on *** is not how the vents actually transpiredThey seem to be lies, heresay, or assumptions at bestConclusively, I did not see anything in the hotels policy written or otherwise (nor was this policy ever explained to me by any of the hotel staff)It seems to be totally arbitrary thing
Thank you to the Revdex.com for your time and attention in this matter
Kind Regards,
***
Final Consumer Response /* (4200, 11, 2016/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You cannot legally charge a customer $** for something arbitrary, based on assumption, and without consentAfter all I've been through do you realistically think I'd stay there again (& I live in ***)In good faith similarly then refund $** to my credit card, it's cheaper than *** on a $*** /night roomThanks
Final Business Response /* (4000, 9, 2016/09/01) */
In an effort to bring this matter to a conclusion and as a show of good faith, Brackley Beach Northwinds would be willing to offer the customer *** off his next stay at NorthwindsCustomer Service and Customer Satisfaction are important to us here and we would be pleased to welcome the guest back for a more positive experience, provided of course that he adheres to posted policies