------ Forwarded message ----------
sans-serif;">From: Scott S[redacted] & Roy S[redacted], Innkeepers<[redacted]>Date: Thu, Aug 25, 2016 at 10:34 AMSubject: RE:complaint ID#[redacted]To: [redacted],
It was good speaking to you the other day and thank you for letting me vent a little to you. Here is our side of the story regarding id # [redacted].
[redacted] purchased a gift certificate from us three years ago never used it. We received a call about two months ago asking to use the gift certificate. We were also told that they had tried many, many times over the past three years to reach us but to no avail. This is the first part that I take exception to. Owning a business like this, we are always reachable. When and if you call us, you can leave a message, they did not. You can always e-mail us, they did not. On our voice mail my personal cell phone you could always call, they did not! Our gift certificates expire after one year. Had they called after a year we would have honored the gift. Had they had a medical emergency, we would have honored the gift. They did nothing but wait three years and then call and said that they had had a baby and that they both work and just couldn’t make it. I sympathize but, lots of people work, have kids and lives and still arrange a get away. I then received a not too nice message from [redacted]’s husband sort of threating but nothing crazy. He asked if we knew about the unclaimed funds account in PA. I did not and did some research and decided that I would rather give them back there money than have people like this stay at our Inn. I guess we weren’t fast enough in processing the refund for them, as they filed a complaint with you. I told [redacted] that there is a process to do a refund and that I had no intention to hold onto they’re $100.00. I figured that since they waited three years, I could take a couple of weeks as I have to search through my archives for there paperwork, talk to my accountant and run our Inn at the height of the season. I now see that this wasn’t good enough for them. We strive to make our guests feel welcomed and to have a great stay and it bothers us to no end when something like this happens. We are the number one B&B in New Hope on [redacted] and just won the best of Bucks award for 2016.
Please let me know what happens next and thank you aging for your patience and expert handling with this matter.
Scott S[redacted] & Roy S[redacted], InnkeepersPineapple Hill Inn B&B[redacted]New Hope, PA 18938###-###-####www.pineapplehill.com