The customer in question has already been issued a full refund prior to receiving this letter. Our account is as follows: The AGM personally checked in guest around 5pmThese issues were not brought to our attention until close to 9pm after our housekeeping and frontdesk
staff leave for the dayWe are a very small room Inn and do not have housekeeping staff on hand in the evening hours. The guest in question informed my assistant general manager in person that her bed was made improperly, two drinking water glasses in the bathroom were dusty and there was some soap residue present in the soap dish in showerAll other complaints were never given at this timeThe AGM informed her that we were unfortunately completely booked up for NYE otherwise we could have moved guest to new room I was unable to meet with her at this time due to obligations behind a very busy barI have full confidence in my AGM and he later informed me of her compliant and how she was upset that I could not meet with her at that timeThe following day she called and again spoke with my AGM who was on duty at the timeHe offered to discount her room by 20% ($42.60) I responded via email from home ( as I was not scheduled to work) and apologized for her experience and offered her a free night stay on any night of her choosing and increased her refund to 25% ($53.25) Her response was both rude and unnecessarily bluntAccusing the Clarke of never cleaning our rooms and expecting nothing less than a full refundTo which we obligedI hope this helpsPlease let me know if I can be of further assistance in this matter Regards*** ***General Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer Ireviewed appear below.Yes you did answer your private line that was posted throughout the hotel and outside doorsAfter several calls with no answer I sent a text stating I was a customer who was locked outThat is when I received an answerNot before the text8:p.mchedid not receive a card at the front desk8:p.mno I could not use the gym that evening but Sunday a.mwould have been niceI did not break anything while staying there the left window refuse to stay open with slam down right window worked perfectJets in the tub didn't nothingThe door handle to the shower door was hanging by one screw up on EntryCalled front desk five times upon check in for towels, No answerI proceeded to go to the front desk stated " I called, no answerI needed extra towels"He DID NOT give ANY towels to me at front desk but told me; "someone will bring them to my room shortly"No one EVER cameHe then states in the Revdex.com response that in the a.m., when I came to retrieve FRESH coffee creamer and coffee that he gave me towels at that timeI NEVER RECEIVED TOWELS THE NIGHT BEFORE OR THAT AMNow, if I cannot get a response for the small issues why would I complain to him about all the issues? With his disregard for his customers, I planned to speak with another in chargeSomeone who cares for this establishmentI called the next business dayWas told to call the following dayWhen I called Tuesday he was still unavailableI than recieved a time to call on WednesdayWednesday is the first and ONLY time I spoke with JoshNEVER did I return to this place of businessNor will I in the future
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
We are responding to the claims made by *** *** on 2/12/for her stay at the hotel on 1/28/17.Firstly we do have all guests check in within the bar areaThis is a little quirky but we find most guests to not have
any issues with it, most enjoy it and grab a drink right away As for not being told anything about the hotel we must disagreeNot only do we inform all guests of things such as parking, wifi, and breakfast but we also provide a card at check in that explains all those thingsNow as for the use of the gym, which is an added amenity we have for guests, this guest checked in at 8:pmThe gym is only open until pm on Saturday’s, the date of arrival for this guest, meaning that they would not have been able to take advantage of this amenity that eveningThe complaint also states that they tried to call the after hours emergency number because they could not get in, this number is posted all around the exterior of the hotel as well as on the card provided at check inThat number happens to be my personal number, I am the General Manager of the locationI did receive a call in which I walked the guest through how to get back into the buildingOur after hours security procedures are similar to most hotels in that we do lock the doors and at certain point in the evening, this is to insure all of our guests safety during the evening hoursGetting to other things in the complaint: We do not use expired coffee creamers in any rooms, this can be proven by the fact that we pass our health inspections as well as hotel inspections whenever the come up, with no issuesOccasionally we do have a smell come into the building, this is due to the building being built in the late 1800s, it is something we are constantly addressing to give guests the best experienceUpon receiving this complaint, I checked the jet tub in and it operates exactly as it should The shower door was loose after the guest’s stay, housekeeping states that it was not that way prior to check in The window I have not been able to find any issue with, though we do find it a little strange that the guest wanted a window openThey stayed in the middle of January in Wisconsin, it wasn’t very warm and in our experience open windows during winter months tend to be because a guest was smoking in their roomWe have no reason to believe this guest was smoking, no damage or smell, but we did find it odd. The only complaint I heard from the guest, during their stay, was that she did not receive towels she asked forShe told me this in the morning when she came down for breakfastI apologized and asked if she would still like the towelsShe stated she would, I grabbed them for her immediately. A few days after the guest checked out, while I was working at the hotel desk, the guest had come backThis time she had complaints! All the things she stated in her letter to the Revdex.comAs I spoke with her I got the feeling she wanted us to refund her room, but as I explained to her, none of the complaints were made during the stayRather days later, it is not our policy to automatically refund guests who make claims such as thisI did ask all parties involved the night of check in what happenedThey also state that the guest made no complaints to them during the stayAt this point we will refund the guest, reluctantly! We ask that you as the Revdex.com consider looking into this guestMy feeling is that this is not the first time she has done this to hotelsWe would prefer that our future customers do not hold this against us, since we have some issues with the guest’s claimsAttached is a copy of the refund that we processed today to the guest’s card on fileIf you have any questions or would like to talk further, you can reach me at *** Sincerely, *** GrossmeyerGeneral Manager
[redacted]11:12 AM (36 minutes ago)toCLARKE,me[redacted], When will the credit card machine be settled? The refund is still not appearing on my credit account. I’ve been checking my account for this refund since mid-July so I’m sure you can see that I’d like this matter to...
be settled in good faith.When we spoke on Monday you stated that the credit would be submitted on Tuesday of this week.[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
We are contacting you in regards to complaint ID [redacted]. The customer responded that she was not satisfied with our response. Per her initial request we refunded her credit card the amount of her stay and included a copy of the receipt in our previous email. She now states that she is not happy with our response, and doubled down on things that did not happen. Per her initial request, we complied by refunding her credit card. We refuse to say those things happened at our establishment. As someone who does care about this establishment, I am rather insulted by her claims and continued efforts to damage our reputation. Since we complied with her request, we are wondering why this matter is continuing? This email is not a response to the guest. [redacted] GrossmyerGeneral Manager
The customer in question has already been issued a full refund prior to receiving this letter. Our account is as follows: The AGM personally checked in guest around 5pmThese issues were not brought to our attention until close to 9pm after our housekeeping and frontdesk
staff leave for the dayWe are a very small room Inn and do not have housekeeping staff on hand in the evening hours. The guest in question informed my assistant general manager in person that her bed was made improperly, two drinking water glasses in the bathroom were dusty and there was some soap residue present in the soap dish in showerAll other complaints were never given at this timeThe AGM informed her that we were unfortunately completely booked up for NYE otherwise we could have moved guest to new room I was unable to meet with her at this time due to obligations behind a very busy barI have full confidence in my AGM and he later informed me of her compliant and how she was upset that I could not meet with her at that timeThe following day she called and again spoke with my AGM who was on duty at the timeHe offered to discount her room by 20% ($42.60) I responded via email from home ( as I was not scheduled to work) and apologized for her experience and offered her a free night stay on any night of her choosing and increased her refund to 25% ($53.25) Her response was both rude and unnecessarily bluntAccusing the Clarke of never cleaning our rooms and expecting nothing less than a full refundTo which we obligedI hope this helpsPlease let me know if I can be of further assistance in this matter Regards*** ***General Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer Ireviewed appear below.Yes you did answer your private line that was posted throughout the hotel and outside doorsAfter several calls with no answer I sent a text stating I was a customer who was locked outThat is when I received an answerNot before the text8:p.mchedid not receive a card at the front desk8:p.mno I could not use the gym that evening but Sunday a.mwould have been niceI did not break anything while staying there the left window refuse to stay open with slam down right window worked perfectJets in the tub didn't nothingThe door handle to the shower door was hanging by one screw up on EntryCalled front desk five times upon check in for towels, No answerI proceeded to go to the front desk stated " I called, no answerI needed extra towels"He DID NOT give ANY towels to me at front desk but told me; "someone will bring them to my room shortly"No one EVER cameHe then states in the Revdex.com response that in the a.m., when I came to retrieve FRESH coffee creamer and coffee that he gave me towels at that timeI NEVER RECEIVED TOWELS THE NIGHT BEFORE OR THAT AMNow, if I cannot get a response for the small issues why would I complain to him about all the issues? With his disregard for his customers, I planned to speak with another in chargeSomeone who cares for this establishmentI called the next business dayWas told to call the following dayWhen I called Tuesday he was still unavailableI than recieved a time to call on WednesdayWednesday is the first and ONLY time I spoke with JoshNEVER did I return to this place of businessNor will I in the future
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
We are responding to the claims made by *** *** on 2/12/for her stay at the hotel on 1/28/17.Firstly we do have all guests check in within the bar areaThis is a little quirky but we find most guests to not have
any issues with it, most enjoy it and grab a drink right away As for not being told anything about the hotel we must disagreeNot only do we inform all guests of things such as parking, wifi, and breakfast but we also provide a card at check in that explains all those thingsNow as for the use of the gym, which is an added amenity we have for guests, this guest checked in at 8:pmThe gym is only open until pm on Saturday’s, the date of arrival for this guest, meaning that they would not have been able to take advantage of this amenity that eveningThe complaint also states that they tried to call the after hours emergency number because they could not get in, this number is posted all around the exterior of the hotel as well as on the card provided at check inThat number happens to be my personal number, I am the General Manager of the locationI did receive a call in which I walked the guest through how to get back into the buildingOur after hours security procedures are similar to most hotels in that we do lock the doors and at certain point in the evening, this is to insure all of our guests safety during the evening hoursGetting to other things in the complaint: We do not use expired coffee creamers in any rooms, this can be proven by the fact that we pass our health inspections as well as hotel inspections whenever the come up, with no issuesOccasionally we do have a smell come into the building, this is due to the building being built in the late 1800s, it is something we are constantly addressing to give guests the best experienceUpon receiving this complaint, I checked the jet tub in and it operates exactly as it should The shower door was loose after the guest’s stay, housekeeping states that it was not that way prior to check in The window I have not been able to find any issue with, though we do find it a little strange that the guest wanted a window openThey stayed in the middle of January in Wisconsin, it wasn’t very warm and in our experience open windows during winter months tend to be because a guest was smoking in their roomWe have no reason to believe this guest was smoking, no damage or smell, but we did find it odd. The only complaint I heard from the guest, during their stay, was that she did not receive towels she asked forShe told me this in the morning when she came down for breakfastI apologized and asked if she would still like the towelsShe stated she would, I grabbed them for her immediately. A few days after the guest checked out, while I was working at the hotel desk, the guest had come backThis time she had complaints! All the things she stated in her letter to the Revdex.comAs I spoke with her I got the feeling she wanted us to refund her room, but as I explained to her, none of the complaints were made during the stayRather days later, it is not our policy to automatically refund guests who make claims such as thisI did ask all parties involved the night of check in what happenedThey also state that the guest made no complaints to them during the stayAt this point we will refund the guest, reluctantly! We ask that you as the Revdex.com consider looking into this guestMy feeling is that this is not the first time she has done this to hotelsWe would prefer that our future customers do not hold this against us, since we have some issues with the guest’s claimsAttached is a copy of the refund that we processed today to the guest’s card on fileIf you have any questions or would like to talk further, you can reach me at *** Sincerely, *** GrossmeyerGeneral Manager
[redacted]11:12 AM (36 minutes ago)toCLARKE,me[redacted], When will the credit card machine be settled? The refund is still not appearing on my credit account. I’ve been checking my account for this refund since mid-July so I’m sure you can see that I’d like this matter to...
be settled in good faith.When we spoke on Monday you stated that the credit would be submitted on Tuesday of this week.[redacted]
I forgot to put the amount in that we paid it was 157.21. Thank you very much.
This has been Resolved
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
We are contacting you in regards to complaint ID [redacted]. The customer responded that she was not satisfied with our response. Per her initial request we refunded her credit card the amount of her stay and included a copy of the receipt in our previous email. She now states that she is not happy with our response, and doubled down on things that did not happen. Per her initial request, we complied by refunding her credit card. We refuse to say those things happened at our establishment. As someone who does care about this establishment, I am rather insulted by her claims and continued efforts to damage our reputation. Since we complied with her request, we are wondering why this matter is continuing? This email is not a response to the guest. [redacted] GrossmyerGeneral Manager