Below is the response concerning ID *** that was sent out on November 16, As the guest was informed, there was no discovery of any personal items left in the room If anything further is needed or required, please let me know.Have a great day,*** ***Fairfield Inn &
Suites by Marriott- BLFFIWytheville, Virginia###-###-#### Hotel###-###-#### FaxThe Fairfield Inn & Suites in Wytheville VA is operated by PDJ Enterprises Inc under license from Marriott International, Inc or one of its affiliates
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
No, we do not accept the response from this Fairfield Inn No concessions were offered upon follconversation with Mr***, the General Manager.They (housekeeping) deny anything was found in the roomAs we stated, the item, a new nightgown, was accidentally left in the room upon checkout We leave the key card and lock the door on departureOur room was next to be cleanedWe are sorry for their lack of ethics and are disappointed in the GM's lack of satisfactory customer serviceWe travel extensively with Marriott and will continue to do so, but we will advise others to avoid the *** Fairfield InnI know this location is a franchise but will check with corporate as to their "lost and found" policy Thank You,
Regards,
*** ***
Dear *** ***,
I am contacting you about the complaint about our business on 4/28/
My first contact with the situation was on Saturday, April when my employee called me asking for our repairman's phone numberHe explained that the customer came in very upset
with him and berated him for not having the clarinet on siteHe said that he explained to her that, being a new employee, he was unaware that band instruments were repaired off site and that he would call the repairman to find out when it would be deliveredI counseled him to remain calm and respectful no matter what a customer said and assure her we would follow up with her with any information on her clarinetThe repairman told him that he would deliver the clarinet by 2pm which is our closing time on SaturdaysI uphold my employee's decision to wait until he had the instrument in his hand before calling the customer as it was already an elevated event
The customer called at 2pm, before the repairman arrived and spoke to my employee very badly, even yelling and calling him names and threatened to call the Revdex.com if she didn't have her instrumentMy employee stated that he did not respond to her other than to say he understood her frustration and would do his best to have her clarinet on MondayHe also stated that he was doing his best in a new position to serve her but didn't deserve to be insulted and cursed atIt appeared she hung up on himThe instrument was delivered later that day after my employee closed the store and went home after waiting and attempting to reach the repairman
My employee came in on Sunday to practice music at the store and noticed that the clarinet was delivered and repaired and called the customer immediatelyI understand that he left messages and offered to stay there if they wanted to pick up the instrumentHe also apologized for any misunderstandingThe customers boyfriend came and picked up the instrumentMy understanding from my employee and the boyfriend that this was a pleasant transaction.Monday, we received a call that the repairman had failed to put the pad savers back in the clarinet after the repair was completedMy employee called me very upset that this happened after the weekend's events and really wanted to make this lady happyHe called the repairman immediately who said he would bring them as soon as possible but was unable to get there before 6pmThe customer was informed that the missing items would be delivered at approximately 6pmShe showed up prior to that time, again threatening to call the Revdex.com, and refused to wait for the repairman to arriveMy employee apologized for the inconvenience to which he was interrupted and screamed atHe repeated that her pad savers should be there within a few minutes, to which she turned and leftThe repairman arrived in less than minutes from the time she leftShe was called at 6pm and informed that the parts were thereShe said that she would not pick them up and was reporting us to the Revdex.com, then hung up
I was working Tuesday morning when her boyfriend came in a retrieved the missing rodsHe was very pleasant and I apologized for the difficulty we had both with communication and the time frameHe stated that the only difficulty was the assumed time frame it would take for the repairI asked him to ask his girlfriend, if she was willing, to send me an email outlining the event, that it would help me train my employees so we could avoid any future problemI also said that I would make it up to herHe thanked me, we shook hands, and he left very positiveI asked my employee to write down his account of the whole thing in his own words for me to review; I did not tell him that I asked her to do the same
My employee and I read her email, which is the same thing she submitted to you and compared his accountAlthough, this did not go well by any stretch of the imagination, I do think it has been blown way out of proportionMy employee handled the situation very well considering this all took place within his first few days on the jobHe was courteous at all times, patient, and considerate, and he followed through even on a day that we were closed to try and make this customer happyThe missing items were not a fault of his, they were the fault of the repairman which I ultimately take responsibility forI think there were unmet expectations more so than failed promises of which I can only count one; and we only repeated what we were told by our contractor/repairman
I have been in business for years now with no issues of irreparable customer situationsI think anyone in business for this long would be lying if they said they never made a mistake or had an unhappy customerWe do not make a habit of less than great customer service and have never been reported for wrong doingI appreciate your consideration for not black marking my business from an unfortunate, but isolated eventI am including as an attachment the account that my employee turned in to meIt does include names so please be aware
Thank you for your time,
*** ***
The Musician's Den LLC
Below is the response concerning ID *** that was sent out on November 16, As the guest was informed, there was no discovery of any personal items left in the room If anything further is needed or required, please let me know.Have a great day,*** ***Fairfield Inn &
Suites by Marriott- BLFFIWytheville, Virginia###-###-#### Hotel###-###-#### FaxThe Fairfield Inn & Suites in Wytheville VA is operated by PDJ Enterprises Inc under license from Marriott International, Inc or one of its affiliates
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
No, we do not accept the response from this Fairfield Inn No concessions were offered upon follconversation with Mr***, the General Manager.They (housekeeping) deny anything was found in the roomAs we stated, the item, a new nightgown, was accidentally left in the room upon checkout We leave the key card and lock the door on departureOur room was next to be cleanedWe are sorry for their lack of ethics and are disappointed in the GM's lack of satisfactory customer serviceWe travel extensively with Marriott and will continue to do so, but we will advise others to avoid the *** Fairfield InnI know this location is a franchise but will check with corporate as to their "lost and found" policy Thank You,
Regards,
*** ***
Dear *** ***,
I am contacting you about the complaint about our business on 4/28/
My first contact with the situation was on Saturday, April when my employee called me asking for our repairman's phone numberHe explained that the customer came in very upset
with him and berated him for not having the clarinet on siteHe said that he explained to her that, being a new employee, he was unaware that band instruments were repaired off site and that he would call the repairman to find out when it would be deliveredI counseled him to remain calm and respectful no matter what a customer said and assure her we would follow up with her with any information on her clarinetThe repairman told him that he would deliver the clarinet by 2pm which is our closing time on SaturdaysI uphold my employee's decision to wait until he had the instrument in his hand before calling the customer as it was already an elevated event
The customer called at 2pm, before the repairman arrived and spoke to my employee very badly, even yelling and calling him names and threatened to call the Revdex.com if she didn't have her instrumentMy employee stated that he did not respond to her other than to say he understood her frustration and would do his best to have her clarinet on MondayHe also stated that he was doing his best in a new position to serve her but didn't deserve to be insulted and cursed atIt appeared she hung up on himThe instrument was delivered later that day after my employee closed the store and went home after waiting and attempting to reach the repairman
My employee came in on Sunday to practice music at the store and noticed that the clarinet was delivered and repaired and called the customer immediatelyI understand that he left messages and offered to stay there if they wanted to pick up the instrumentHe also apologized for any misunderstandingThe customers boyfriend came and picked up the instrumentMy understanding from my employee and the boyfriend that this was a pleasant transaction.Monday, we received a call that the repairman had failed to put the pad savers back in the clarinet after the repair was completedMy employee called me very upset that this happened after the weekend's events and really wanted to make this lady happyHe called the repairman immediately who said he would bring them as soon as possible but was unable to get there before 6pmThe customer was informed that the missing items would be delivered at approximately 6pmShe showed up prior to that time, again threatening to call the Revdex.com, and refused to wait for the repairman to arriveMy employee apologized for the inconvenience to which he was interrupted and screamed atHe repeated that her pad savers should be there within a few minutes, to which she turned and leftThe repairman arrived in less than minutes from the time she leftShe was called at 6pm and informed that the parts were thereShe said that she would not pick them up and was reporting us to the Revdex.com, then hung up
I was working Tuesday morning when her boyfriend came in a retrieved the missing rodsHe was very pleasant and I apologized for the difficulty we had both with communication and the time frameHe stated that the only difficulty was the assumed time frame it would take for the repairI asked him to ask his girlfriend, if she was willing, to send me an email outlining the event, that it would help me train my employees so we could avoid any future problemI also said that I would make it up to herHe thanked me, we shook hands, and he left very positiveI asked my employee to write down his account of the whole thing in his own words for me to review; I did not tell him that I asked her to do the same
My employee and I read her email, which is the same thing she submitted to you and compared his accountAlthough, this did not go well by any stretch of the imagination, I do think it has been blown way out of proportionMy employee handled the situation very well considering this all took place within his first few days on the jobHe was courteous at all times, patient, and considerate, and he followed through even on a day that we were closed to try and make this customer happyThe missing items were not a fault of his, they were the fault of the repairman which I ultimately take responsibility forI think there were unmet expectations more so than failed promises of which I can only count one; and we only repeated what we were told by our contractor/repairman
I have been in business for years now with no issues of irreparable customer situationsI think anyone in business for this long would be lying if they said they never made a mistake or had an unhappy customerWe do not make a habit of less than great customer service and have never been reported for wrong doingI appreciate your consideration for not black marking my business from an unfortunate, but isolated eventI am including as an attachment the account that my employee turned in to meIt does include names so please be aware
Thank you for your time,
*** ***
The Musician's Den LLC