Pipestem Resort State Park

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The room was extremely cold. The weather was bad but there was no heat. If I did take a cold shower it would have been worse to get out in the cold. I understand it was out of the hotels hands that a wind storm came but They should be considerate enough to try to make it right by not fully charging for that room. It should be illegal to charge full price if you can't get a generator to run space heaters or can not provide any heat to your customers. Especially if you couldn't even take a shower due to the temperature in the room. It was 29 degrees that morning. If you are going to have a hotel open to customers in cold temperatures you should have a better generator. Our trip was ruined. I did suggest a stop pay because no manager would come speak with me because they didn't want to hear about it. He made the lady at the front desk do his job. I do not feel this is fair in anyway to just refuse to talk to me or offer anything to make it right and give me a number to the superintendent to get me out of there. The form has been mailed today.
Regards,
[redacted]

On Saturday, April 02, 2016, our region of Southern West Virginia was hit with powerful high winds and the National Weather Service issued High Wind warnings.  We indeed received high winds and at approximately 8:40 pm on Saturday, 4/2/16, Pipestem Resort State Park lost electrical service to...

the Mckeever Lodge and other areas of our property. Our management team began the process of the emergency situation. We notified our electrical provider and Resort staff began providing emergency care for guests.  The Indoor Pool was indeed evacuated at approximately 8:45pm on 4/2/16 and remained closed until Sunday, April 03, 2016 at 7:30 pm. Electrical Service was not fully restored until mid afternoon on Sunday, April 3, 2016.  Some limited service was restored earlier in the day on Sunday at approximately 9am. It simply would not have been safe to allow swimmers in the Indoor Pool while experiencing a power outage. I personally, as one of the management staff on duty on Saturday, April 02, 2016, took extra blankets and pillows to this guest at approximately 11pm on 4/2/16.  At the time that I personally delivered these extra items to this guest, I offered a flashlight and they refused as they said they had one. Other hotel guests reported that warm water was available for showers. Although we had no heat, the building remained comfortable although I can not testify what the temperature was in the room occupied by the [redacted] family.  I fully understand that the water for showers was not at a normal shower temperature. We were able to offer complete dining facilities for our guests.This guest did express her concern upon check-out and told the desk clerk that she would be stopping paying on her credit card payment.  It should be noted that a standard request form was given to the guest at check-out and she was encouraged to complete this form and return it back to Pipestem State Park where we would listen to her concerns and speak to her about her experience. To date, we have not received that completed form. Before this concern can be addressed, the guest must complete the form and return it. This is the system we have in place for concerns and guest problems and ask that Mr./Mrs. [redacted] complete this form and return it to our facility. The electrical outage was out of our control and we feel that our employees and management staff provided the best care in an emergency situation.