Running Y Resort

Response to complaint:We received this complaint today via mail from our old management company Please let us know you have received our response when you have a moment.To start, the guest did NOT receive the original accommodation they reserved We acknowledge that As a result, we upgraded the guest to begin with This was not satisfactory to the customer So, we upgraded the guest to a bedroom vacation rental and had a staff member personally show and tour the family The family chose the Chalet at a highly reduced price of $(regular price of $279) At that point, we thought the guest to be satisfied After the guest had already checked into the room, they did raise a concern and bring to the front desk pillows that were not satisfactory We gave them new pillows and we also gave a $discount to further ease and help with the inconvenience At that time we were told they were happy with this solution.At checkout, the mother in the party (we believe) brought up overall concerns of the stay with our front office manager We again, took off the $100, upgraded Chalet and waived $cleaning fee At which point our front office manager asked if this was satisfactory and she said yes There was another person in the party that wanted entire stay taken off We disagree with this resolution, we really spent time and worked to a resolution that the primary person in the party was satisfied with To make matters worse, we have been called liars and that we have misrepresented ourselves We have not lied, we made a mistake and bent over backwards to make it right People in the party even acknowledged this We gave back $ and upgraded the guest for their inconvenience We also feel threatened when Ms [redacted] told us if we did not comp her room, she would put candid reviews on [redacted] , [redacted] and other sites We hope this clarifies this matter

Complaint: [redacted] I am rejecting this response because: First and foremost, I would like to say that my biggest issue with my stay at Running Y is definitely the dishonesty that I have encounteredMy family had always heard great things about this resort and were very excited to have the opportunity to stay thereFrom the moment we walked in, it seemed as though the staff was trying to cover something upMy sister asked why our receipt mentioned "ADA"The front desk person would not admit that we were being given a disabled roomWhen we discovered this upon entering the room and called the front desk, they insisted that we were being given an upgradeAlso, we were not treated respectfully when trying to get this straightened outWe were finally offered a chalet, but seemed to be discouraged from accepting itThe clerk told us that it would be miles from the main resort, she wasn't sure if it would include a shower, and it may not include amenities such as air conditioning or internet accessShe mentioned that the units are privately owned and the owners often neglect to pay for things such as internetWhen we drove her to the property and realized it was less than 1/a mile away from the main resort, we questioned her about this and she said she simply miscalculatedTo us, it seemed she was embellishing her story in order to discourage us from choosing this propertyIt was very disrespectful to treat guests this way, and was insulting to our intelligence Next, I would like to address the claim that we were satisfied with the results of our complaintsI feel like we made it clear that we would accept the Chalet as it was much better than the original ADA room we were downgraded toBut, we NEVER said we were satisfied with the way we were treated or that we didn't get the original room we had bookedThe chalet was a nice property, but the bedding was very soiledWe went to climb into beds after a long day of traveling and found that hairs, black fuzz and dirt on the sheetsWe called to ask for new sheets and pillow cases and were told that staffing would not allow someone to bring them to usSo, we drove down to the office, picked them up and came back to re-make the bedsWhen we removed the pillow cases to change them out, we found dark yellow water stains and mold covering the pillows (I can send pictures of this if needed)By this time, it was after midnight and we had to drive back down to the main lodge to ask for clean pillowsThe man on duty was very niceHe went to look for clean pillows, but was having trouble finding anyHe said he didn't know what was going on with housekeepingHe finally found a stash of pillows that said "pillow menu" on them and said they aren't given out often All in all, I am just very disappointed with the treatment we received at this resortWe were not valued or treated with dignity or respectWe never said we were happy with our stay or that all of our issues had been resolvedWe had to accept what we were given at that moment, because we couldn't spend any more time trying to fight it with the office staffWe had places to be and were trying to enjoy a vacation

Response to complaint:We received this complaint today via mail from our old management company Please let us know you have received our response when you have a moment.To start, the guest did NOT receive the original accommodation they reserved We acknowledge that As a result,
we upgraded the guest to begin with This was not satisfactory to the customer So, we upgraded the guest to a bedroom vacation rental and had a staff member personally show and tour the family The family chose the Chalet at a highly reduced price of $(regular price of $279) At that point, we thought the guest to be satisfied After the guest had already checked into the room, they did raise a concern and bring to the front desk pillows that were not satisfactory We gave them new pillows and we also gave a $discount to further ease and help with the inconvenience At that time we were told they were happy with this solution.At checkout, the mother in the party (we believe) brought up overall concerns of the stay with our front office manager We again, took off the $100, upgraded Chalet and waived $cleaning fee At which point our front office manager asked if this was satisfactory and she said yes There was another person in the party that wanted entire stay taken off We disagree with this resolution, we really spent time and worked to a resolution that the primary person in the party was satisfied with To make matters worse, we have been called liars and that we have misrepresented ourselves We have not lied, we made a mistake and bent over backwards to make it right People in the party even acknowledged this We gave back $ and upgraded the guest for their inconvenience We also feel threatened when Ms*** told us if we did not comp her room, she would put candid reviews on *** ***, *** and other sites We hope this clarifies this matter

Complaint: [redacted]I am rejecting this response because:
First and foremost, I would like to say that my biggest issue with my stay at Running Y is definitely the dishonesty that I have encountered. My family had always heard great things about this resort and were very excited to have the opportunity to stay there. From the moment we walked in, it seemed as though the staff was trying to cover something up. My sister asked why our receipt mentioned "ADA". The front desk person would not admit that we were being given a disabled room. When we discovered this upon entering the room and called the front desk, they insisted that we were being given an upgrade. Also, we were not treated respectfully when trying to get this straightened out. We were finally offered a chalet, but seemed to be discouraged from accepting it. The clerk told us that it would be 7 miles from the main resort, she wasn't sure if it would include a shower, and it may not include amenities such as air conditioning or internet access. She mentioned that the units are privately owned and the owners often neglect to pay for things such as internet. When we drove her to the property and realized it was less than 1/2 a mile away from the main resort, we questioned her about this and she said she simply miscalculated. To us, it seemed she was embellishing her story in order to discourage us from choosing this property. It was very disrespectful to treat guests this way, and was insulting to our intelligence. 
Next, I would like to address the claim that we were satisfied with the results of our complaints. I feel like we made it clear that we would accept the Chalet as it was much better than the original ADA room we were downgraded to. But, we NEVER said we were satisfied with the way we were treated or that we didn't get the original room we had booked. The chalet was a nice property, but the bedding was very soiled. We went to climb into beds after a long day of traveling and found that hairs, black fuzz and dirt on the sheets. We called to ask for new sheets and pillow cases and were told that staffing would not allow someone to bring them to us. So, we drove down to the office, picked them up and came back to re-make the beds. When we removed the pillow cases to change them out, we found dark yellow water stains and mold covering the pillows (I can send pictures of this if needed). By this time, it was after midnight and we had to drive back down to the main lodge to ask for clean pillows. The man on duty was very nice. He went to look for clean pillows, but was having trouble finding any. He said he didn't know what was going on with housekeeping. He finally found a stash of pillows that said "pillow menu" on them and said they aren't given out often. 
All in all, I am just very disappointed with the treatment we received at this resort. We were not valued or treated with dignity or respect. We never said we were happy with our stay or that all of our issues had been resolved. We had to accept what we were given at that moment, because we couldn't spend any more time trying to fight it with the office staff. We had places to be and were trying to enjoy a vacation.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
 
I am rejecting this response because:
When a business makes a customer feel #1 unintelligent and #2 unimportant, there are some serious issues going on.
My sister called the first time to make the reservation with specifics about the type of room and beds requested.
She called again closer to the date to confirm that the room would be as specified and was told "yes." Upon check in
she again asked is this the room that will have the king bed and the queen pull out bed and was told "yes" this was the room you asked for.
If this is not a lie, I do not know what is. We were told we were given an upgrade, but did not have a "regular" shower, but were told it was a roll in
shower (what is that?). We were told that to make the pull out bed situation work since it had two levels(not what we asked for), they could bring us a blow up mattress. 
Nice way to make your customer feel like they have no value - "we upgraded your room and gave you  a better room, so you can sleep on an air mattress.
To top if off, when being shown the chalet, the worker told us that not long ago a group had reserved 5 rooms, arrived at 11 at night, and the Running Y had to turn them away because they overbooked. The people had to drive all the way to Redding, CA in the middle of the night. Huge safety issue!
Looking at [redacted], it shows others have received the same awful experience. My family has lived in Oregon our entire lives and all over the state. We know people across the state, in the public work sector, etc. When people  ask about our experience, being the honest people that we are, we will have to tell the truth. Our trip was ruined, we spent so much time switching rooms and checking out the chalet, that we didn't have any time to explore the grounds.
You need to be fair to your customers, treat them as valued and respected, and give them what they ask for. Integrity is important and it is appreciated when people go the extra mile for their customers.

December 29, 1015
Revdex.com Resolutions Consultant
Reference ID: [redacted]
We have been in contact with our guest. And, what we thought was originally a credit card dispute overa cancelled reservation turned out to be an error on our part. We have refunded the guest the amountof $73.71 that was in...

dispute.
Please let us know should you need any additional information.
Very sincerely,
George L[redacted]Front Desk Office ManagerRunning Y Ranch Resort

We were given the  response today  of the guest to our understanding of the situation.  At this point, we feel that we have gone above and beyond to resolve this issue.  The guest and the resort have a different understanding of this.  For that, we are sorry.  I am copying our previous response to the issues brought up by the guest.  We definitely made significant compensation to the guest and apologized.  The staff was made to feel uncomfortable and called liars by the guest.  As we have stated before, we made a mistake, we did not lie and for that we gave compensation for our mistake.  It is our sincere hope that this clarifies the matter and our position.  Again, we are copying you on our former response which deals with the concerns brought up to Revdex.com.  Please let me know you have received this email.  Thank you in advance,
Response to complaint:We received this complaint today via mail from our old management company.  Please let us know you have received our response when you have a moment.To start, the guest did NOT receive the original accommodation they reserved.  We acknowledge that.  As a result, we upgraded the guest to begin with.  This was not satisfactory to the customer.  So, we upgraded the guest to a 2 bedroom vacation rental and had a staff member personally show and tour the family.    The family chose the Chalet at a highly reduced price of $179 (regular price of $279).  At that point, we thought the guest to be satisfied.  After the guest had already checked into the room, they did raise a concern and bring to the front desk pillows that  were not satisfactory.  We gave them  new pillows and we also gave a $100 discount to further ease and help with the inconvenience.  At that time we were told they were happy with this solution.At checkout, the mother in the party (we believe) brought up overall concerns of the stay with our front office manager.  We again, took off the $100, upgraded Chalet and waived  $95 cleaning fee.  At which point our front office manager asked if this was satisfactory and she said yes.  There was another person in the party that wanted entire stay taken off.  We disagree with this resolution, we really spent time and worked to a resolution that the primary person in the party was satisfied with.  To make matters worse, we have been called liars and that we have misrepresented ourselves.  We have not lied, we made a mistake and bent over backwards to make it right.  People in the party even acknowledged this.  We gave back $ and upgraded the guest for their inconvenience.   We also feel threatened when Ms. [redacted] told us if  we did not comp her room, she would put candid reviews on [redacted] and other sites.