South Branch Inn - Moorefield

We are very sorry for the stress this situation has caused youUnfortunately, shipping delays are out of our control and we cannot 100% guarantee delivery on a specific day for this reasonI do wish that you would have contacted our company to notify us that you absolutely needed the flowers on a
specific date for setup, as we would have suggested you set the delivery a day earlier to account for the chance of a shipping delayWhen we looked at your order and saw the event date you listed, all looked to be alright as even in the off-chance of a delay your flowers still would have been delivered the day before your eventThis is exactly why we require our customers to list their event datePlus, since the product you ordered arrives pre-arranged, this should have not been an issueI have never heard of anyone setting up their venue days prior to the event, which is frankly not advisable for fresh flowersWe opt to send texts because we have found that it's the easiest and most effective way to reach our customersWe spoke with you within a half hour from when the text was sent, so we did respond to you in a timely mannerIt was then your choice to cancel the order and receive a full refund rather than receiving the flowers the next dayBecause we do not guarantee a delivery date, only that they look beautiful for your event, we cannot provide more than a refund for the total amount of your order, which we have done at this point

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11679781, and find that this resolution is satisfactory to me
I did however explain to the woman on the phone that I needed the flowers that day because I was going to another city to set up for the wedding the next day and would not be home to get the flower deliveryThey should have their facts straight before insinuating that it didn't make sense for me to set up for the wedding days before
Regards,
M*** ***

I received your letter concerning the complaint by [redacted]r.His wife sent me a personal [redacted] and I have replied back to her that I am happy to call her and explain our policies.What I have written below is what I will explain to her.We are a small hotel in a small town community,...

Moorefield WV.We have been open since 1995. The South Branch Inn has a policy of not renting a hotel room to anyone who lives within a 50 mile radius of the hotel; except on a case by case basis. The hotel exists to provide room rentals to overnight guests who are tourists or are travelers needing a quiet place to sleep. This is a standard practice in the hotel industry for small community hotels. It is done for the safety and security of the guests as well as the community. We have worked with the Moorefield Police Department and the Hardy County Sheriff’s office for years to enforce this policy due to the increasing drug problem in the community. Many hotels are prime spots for drug trafficking and prostitution operations and have to have policies in place to help protect the guests and its reputation. It is not that we don’t want to rent to local folks, we are just more cautious. We always want to know why do you want to stay with us when you live close by?Because we are a small town hotel, and want to help local folks in the community who may need a place to stay; we work with almost everyone who comes into the hotel that wants a room and lives local. We have provided rooms to many local folks for many years; but we do so on a case by case basis. Ninety nine percent of the local folks that ask to stay with us, are allowed.Most local folks who want a room at our hotel make a reservation ahead of time by phone. At that time, when they provide a local address, we state our policy, then proceed to gather more information from the guest to find out why they want to rent a room with us. This information is given to my husband and myself (the owners) and then we decide if folks are wanting to stay for a legitimate reason or are they wanting to stay for other reasons that might cause a safety issue or disturb other guests. We have had many folks stay with us since 1995 for “a night away”, a Honeymoon, Anniversary, Birthday, or for hardship reasons such as loss of power, plumbing, electricity, fire, or weather related issues such as snow. We do not allow folks to have parties, meetings or “get-togethers” in guest rooms; especially in the evenings as quiet hours begin at 9pm. The noise created could disturb other guests trying to sleep. Also, fire code also does not allow for over 6 people in a guest room.If a person does not have a reservation and shows up and wants to rent a room, the same process occurs. However, if the owners are not there when the guest arrives, the guest will not be given a room until the owners can be notified and they have given their approval; unless it is an emergency situation. In an emergency situation, folks can stay. Emergency situations are usually due to house fire, flooding, or some other tragedy experience by a local person.In the case of [redacted]r, the staff had to gather the information first and could not rent them a room until we had all the information and I was contacted. Once I was contacted I asked the front desk the usual questions:Why do they want to stay? -The staff said that the couple wanted to stay so that they could continue to celebrate with the wedding couple that evening by going out to eat, bowling, etc. When they were done, instead of going home, they wanted a night away; and they wanted a room close by or next to the bride and groom.My next question was to ask if the couple getting married and staying at the hotel was okay with having these guests and any other guests that showed up, staying in the rooms next to them?The reason I asked this question is that we have had wedding couples that want no one to know that they are staying at the hotel; or they want to be as far away from the guests as possible. The reason? They want privacy once they get to their room and do not want to be disturbed with well-wishes or the fun, traditional wedding pranks friends and families may do. I had the staff call the bride and groom and ask them if they were okay with us renting a room to [redacted]r and any other local friends. We also asked if it was okay with them if these guests had rooms next to them. They said they were okay with it.Since the bride and groom were okay with it, and the group was not looking to have a party in the rooms; but just wanted to come back and sleep; I said it was okay for [redacted] and any other local wedding guests to stay the night.Several guests did choose to stay. However, [redacted] and another couple were offended and did not want to stay at our hotel. I am sorry they were offended by our policy, but our policies are in place for the protection of the guests. Again, this is standard practice in the hotel industry for small hotels. The local police have been great to work with over the years and have helped us with this policy.Even guests from out of town are always asked why they are staying at our hotel? We want to know why, so that the rest of the guests in the hotel can rest assure that we made an attempt to make sure that everyone who rents a room, is there for legitimate business or personal reasons and are not staying to cause trouble in our hotel or the community. Guests want to know that when quiet hours begin, they are not going to hear a group of guests in the next room having a party; drinking, talking, dancing or partying in the hallways.I highly encourage [redacted]r to contact the local Moorefield Police Department Chief and talk with him about the issues in our community and how we are working with them to keep our area safe.No offense was meant to [redacted]r and I am sorry that they left upset; however we did tell them they could stay after we spoke with the bride and groom.I can say that we have been open since 1995. In 22 years we have had only 5 other local folks complain about our policy and those were folks we refused to allow to stay with us because they had caused previous issues at our hotel or were wanting to have a party in a room.I hope this clears up the issue. My husband and I are well known in the small town of Moorefield because we try to operate clean, family friendly businesses. We have helped a lot of local folks over the years and hope to take care of many more in the years to come.It was a pleasure to host the wedding and the bride and groom.[redacted]
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