Mountain View Lodge at Lake Chelan

Dear Revdex.com, First, I would like to apologize to the Revdex.com and this guest for my delay in response. Sadly, I came across these recent messages in my Clutter box. I have resolved this problem and intended no disrespectIn response to this claim, I have looked up all documents and details of
this guests reservation His paperwork contains a simple note that the guest left about an hour and a half after checking in alone (with no complaints) Although I cannot remember who specifically, I clearly remember a time, fairly recently, in which I was present with someone at my front desk, where a guest, a man, came to deliver keys saying that he was leaving I specifically remember asking if there was a problem or emergency, and being told by the guest, no; he just decided to leave because he didn't like it In this experience, the guest did not ask for money back or speak to me of any misrepresentations, or anything He just left I remember this being odd It (may have or may not have) be this gentleman, and his reservation took place right after my new person was hired, and I would have been there in personIn addition, the checkout that I remember above, happened in the “evening” time, after the housekeepers had left. The room would not have been rentable to another person that night. Our “product” had already been used, so to speak. The check in and check out times digitally recorded for the person who submitted this claim basically matched that timeline, as well. His room would have remained unrentable to another guest. The guest who submitted this claim booked through an online travel agent; he did not book directly with Mountain View Lodge. He personally chose his own room type, personally input all his own information and personally agreed to all policies. If this is the same guest that quietly left the same evening that he checked in, I assumed that he was a professional man who had recognized these same facts and simply chose to leave of his own accord. By his signature, he agreed to pay the bill for two nights and accepted the rate by initials. We charged this guest for (ONLY) the night that had been used and then adjusted his reservation so that he wouldn’t be charged for the remainder of his reserved stay since we were able to clean and had the opportunity to sell the room the following night (although it wasn’t sold)In the eyes of these “Travel Agents,” the guest is “theirs.” We try to go out of our way to treat all our guests (EVEN “their” guests) with the utmost love and care while still understanding that we have a seasonal, destination business that needs to succeed. The “Travel Agent” received a commission for this guests’ stay with us. We have no record that this “Travel Agent” reached out to us in representation of this guestThis guest booked a Premium King. This room was located upstairs and very recently, completely updated and is beautifulIt looked exactly as the pictures and the description of a Premium King. Although the outside and inside of the building, all our rooms and the grounds are impeccable, we had not yet updated the lower level (since 2008). We have lovely amenities at our property including an outdoor dining area, firepit, pool, hot tub, large family room with dining area, fireplace, and comfortable seating. And we are located within walking distance of many restaurants, wineries, shopping and other activities in our quant little town. I truly cannot understand the description that this guest presented. I have attached Booking.com pictures of the room he rented with the Booking.com descriptions and a Wikipedia definition of the word Kitchenette. I have also attached the same pictures and room description for a room type that we do label as a Kitchenette. They are, in fact, a little different. This guest booked a Premium King room as all his documents and details describedI can’t tell you how sorry I am that this person left here unhappy (at all). We simply had no idea. He received the room exactly as he had booked it, stayed for a while, the room was unrentable for the rest of the night, and he left in what seemed to be a content condition. We didn’t charge him for the rest of his stay and would never have expected a problem

Complaint: [redacted]
I am rejecting this response because it didn't adequately respond to my complaint.  Further, the owner was not present when I checked in at the front desk nor when I checked out.  The front desk attendant had been there only three days and was a very friendly, helpful sort.  I specifically complained about the lack of a kitchenette and asked for my money back.  I did not complain about the room needing updating badly in my opinion.  The front desk attendant called the owner, who was not there, in an attempt to get permission to refund my first night's stay and did not receive that permission.  What he received and passed along to me was an assertion that technically the shelving next to the mini-refrigerator and microwave was a kitchenette.  However, she (the owner) could permit me to check out in the morning and not charge me for the second day.  I don't mind the owner mixing me up with another guest that she did talk to, but I definitely provided an explanation for my unhappiness, and my request for a refund for the reason that I didn't receive the room I thought I reserved was rejected.  Further, I touched nothing in the room and didn't even sit down in it.  It was not left in an unrentable state by me.  I made it clear to the front desk attendant that I hadn't used anything in the room.  Clearly, the owner mixed me up with another guest who did use the room and left it unrentable unless it was cleaned first by housekeeping.  A guest who did not complain to the front desk staff or owner.  I did go to the gas station while I waited for the front desk staff to call the owner and see if I could get a refund.  I don't recall exactly how long it was from check-in to check-out, but I would be surprised if it was more than an hour.Several of the respondent's assertions are inaccurate. Specifically, I recall the lower level rooms having new-looking doors and little chalkboards by each room, with a hand-written note welcoming the guests for that evening.  The upper floor room doors had room numbers hand-lettered on pieces of masking tape centered on the door.  I would add that the Premium King room advertises a kitchenette on Booking.com and a dining room table, which was also not present in the room, as shown on the reservation details from Booking.com that I submitted to Revdex.com by email.  I submitted documentation that way only because I couldn't find a way to submit that documentation with the initial complaint.The owner is correct that I didn't file a complaint with Booking.com.  I didn't think of it.  I considered the motel owner and not the Booking.com website responsible for the disappointment I suffered.  And it could be that the owner hasn't seen my information updated by email, including my Booking.com reservation number and the amount charged me by my bank.  It is unfortunate that I misplaced the hotel's checkout receipt, which would make it easier to locate exactly who I was and when I checked in and out, but I was able with an email to Revdex.com to provide substitute documentation that the charge occurred.Please let me know if you require further information.  I won't withdraw the complaint without a refund, although I understand (and I am guessing) that the complaint may be closed for administrative reasons by Revdex.com at some point.  Thanks, Revdex.com, for your assistance, and thanks to the motel owner for responding.
Sincerely,
[redacted]