Sawmill Inn

Initial Business Response /* (1000, 9, 2016/01/18) */
On Saturday, Dec5, 2015, fecal matter was found in the swimming pool around 10:a.mFor health and safety reasons, it was closed for treatment in accordance with state lawMr*** and others were told by the front desk the pool would
be down 12-hoursAfter his hockey game, Mr*** came back to the front desk and was told by the executive housekeeper that she didn't know how how long it would be down; he could talk to the manager on Sunday morningOn Sunday morning, he came down and talked to the front desk manager; he wanted to know why he hadn't been called about the pool being down, as he would have checked outHe said she lied to him the day before about the closure timeHe was told that it was a state law that it had to be treated correctly, and there would be no refund because it was an amenity and the reason it was closed was beyond our controlOn Monday morning, we discovered that negative reviews in regard to this incident were posted on social media on SundayMr*** left a voice mail for the general manager, and she did return his call, also receiving his voice mailHe then called back with a range of times he could be reached; she was unable to call him then
We truly do not like to close the pool, but there was no other way to sanitize itWe know how much families look forward to a relaxing day of swimming, especially after a day of playing hockeyAs to the matter of mendacity, this would only create unhappy guests, and we do not want unhappy guestsThere were 100+ rooms rented each night, and we had no other issues about the pool closureHowever, we would like Mr*** and his family to give us another chance and would like to offer him a gift certificate for a complimentary night's stay in the hopes that he will return and allow us the opportunity to offer him an improved level of service and qualityWe value him as a customer and hope to see him again soon
Initial Consumer Rebuttal /* (3000, 11, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the SawmillI asked the hotel front desk clerk about the pool at 10:Had we been told the correct amount of time initially, we would have checked out and stayed somewhere elseWe have no further business in the Grand Rapids area, as we live in Duluth, and only traveled there for a hockey tournamentWe are not interested in staying at he Sawmill Inn in the future due to the poor treatment from the staff, and the unwillingness to take the time to discuss the issue outside of the managers working hours as I requested to be contacted after 3:15pm