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Stanley Bridge Country Resort

10090 Route 6, PE, Kensington, Prince Edward Island, Canada, C0B 1M0

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Reviews Resort Stanley Bridge Country Resort

Stanley Bridge Country Resort Reviews (%countItem)

On June 17th 2017 My husband and I got married at Stanley Bridge Country resort.As for what was supposed to be one of the best days of our life it came with much issues.It started with the fact that my guest,which was 140 of them traveling from many places in the maritime were expected complimentary breakfast during their stay. I was not aware of this,because my marriage commissioner,who also works for Stanley Bridge made it clear that wasn't included.So when I got word that a lot of guest had phoned the resort on their own time to inquire about this they were told there was breakfast provided.So the day prior to the wedding I brought this to the attention of the wedding coordinator. Her name was ***. She was surprised to here that someone at the resort would say this to be the case,then went on to say it was probably someone new.*** said she would go speak with the manager about it.She then comes to me and says,the manager has agreed to put out muffins,toast and coffee"but don't flaunt this" We woke up the next morning to a small counter with bought muffins and coffee.No toast and to top it off the front desk told me she didn't think they had butter to offer.The manager had to go find it out of the fridge Then as the guest began to arrive my cousin checked into her room to find her bed with hard shelled bugs on it.The cleaners went into the room and it wasn't until my sister demanded a new room that they decided to give them one.My cousin is pregnant,upon getting her new room she sat on the toilet and because the toilet was unattached to the ground she fell off.Meanwhile the manager has been informed of all of this and only offered $ off her room.During my wedding ceremony my dress was caught on a nail from the deck,later on hearing from one of the guest that there son had been picking up roofing nails and filling coffee cups full of them.The manager tried to tell me this is the roofing companies issues not theirs.I could go on as there was many other issues but these are the major ones
Product_Or_Service: Wedding Venue

Stanley Bridge Country Resort Response

Initial Business Response /(1000, 8, 2017/10/06) */
Case # ***
Response compiled from the following personnel employed by the Stanley Bridge Country Resort.

***

With reference to ***/*** Wedding held at Stanley Bridge Resort on June 17, 2017, according to our property management system, there were 27 sleeping rooms reserved at our resort with a total of 66 people staying overnight with the ***/*** wedding.
Since our restaurant is not open for the season for breakfast until July, we do not offer breakfast service to our guests, but we do suggest some nearby restaurants where they can obtain hot breakfast or breakfast items.
For the ***-*** wedding, we had one cottage reserved, the bride's grandmother, who expressed upon arrival that they were under the impression that there was complimentary breakfast included during their stay. We spoke to the front desk agents individually to verify this miscommunication as the bride and groom had been told that breakfast was not included as part of their room rate and one of our front desk agents had inadvertently misunderstood the dates for the restaurant breakfast start date and had indicated that there would be breakfast available when the guest had called in to inquire. Since the bride's grandmother said she would have come prepared with breakfast items, had she known, there were no breakfast items available, *** offered to discuss with the General Manager, *** to if we could accommodate her. Our General Manager who indicated that we were able to offer those people affected by the miscommunication with some muffins , toast and coffee the next day. We told the bride that we were happy to accommodate those people that had been told (1 reserved cottage) incorrectly however; we weren't in a position (supplies, staff) to offer breakfast for 66 people the next morning so to please not advertise it to the rest of the guests. We had no other inquiries about breakfast.
We had the kitchen put out muffins and coffee in the lobby and we had a toaster plugged into a nearby meeting room with bread available as there was no outlet near where the muffins were.
The bridal party also asked for butter from our front desk agent Mary - who went to find it in the walk in cooler but was having difficulty locating it at which point she came back to the front desk and said that she couldn't find it but she would bring it to them as soon as she found it or would let them know if we were out. Our General Manager arrived at that point, located the butter and gave it to the bridal party to take to their room.
It didn't come to our attention until after the wedding that there were issues with roofing nails found. In the fall/spring of 2017, we had our entire roof replaced and the sleeping rooms on the lower level have walk out patio doors available. It is definitely possible that roofing nails were found in the grass near the rooms with attached outdoor patio. The roofing company did the best they could at picking up excess nails with a magnetic roller but obviously, some were left.
Upon check in, the front desk was advised that there was an issue with a dead insect location on top of one of beds in a guest room. It is also important to note that this room was utilized one night previous, stripped and cleaned and remade for that day for guest arrival. The room was also inspected by our housekeeping team. The housekeeping manager, *** went to inspect the room as soon as the complaint came in and the housekeeping manager immediately apologized, offered the couple a new room on the spot which they promptly moved them to.
We had a report at the front desk that the new room had a loose toilet - the maintenance immediately went to the room and reported that the toilet or the seat was not loose. To be sure, we had two staff members check, *** from housekeeping and *** from maintenance - both who are long time, reliable staff members. Both reports were the same. We'd also like to also point out that we never received any complaints or information saying that anyone fell because their toilet was reported loose.
To compensate for any distress the inconvenience of having to move from room 217 to 214, we offered the registered guest, ***, a % discount from their room rate of $*** in good faith however; we honestly believe we handled the complaint efficiently and as per our policy at the resort. We also asked the guest registered to the room what discount would satisfy him and he indicated the *** % which we agreed to.
We would also like to point out that what the bride and groom paid for themselves was the food for the wedding reception, which they even complimented, the rental of the reception room, the chair rental for their ceremony. We feel like services rendered were delivered as per contract.
We would also like to illustrate out the ways that we feel we went above and beyond for the bride and groom - unfortunately before and during their ceremony, it rained. We had our staff go around the hotel to find extra umbrellas and hand them out to the guests as the bride and groom really wanted to have their ceremony outdoors. The bride and groom also forgot their music for their entrance to the reception and our General Manager downloaded music to his phone on the spot to accommodate. We also addressed each issue that the bride, groom and their guests brought forward respectfully, courteously and very promptly in consultation with the General Manager. At Stanley Bridge Resort, we have a reputation built on integrity and hospitality driven staff.
We certainly wish *** and *** the best in their married life, we regret that they feel that the issues outlined would overshadow their wedding day.

If any of the registered guests affected by the insect, roofing nails or reported loose toilet wishes to contact us directly, we would be happy to discuss their issues with them.

Thank you,

Respectfully submitted,

Stanley Bridge Resort

Initial Consumer Rebuttal /(3000, 10, 2017/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to start off by adding in something else as I ran out of room on the other part The power went out during our dance, in which we were paying a DJ a lot of money to play. Why would this happen, why did we experience so many of these issues? Specially sense we booked our wedding 5 months in advance. Most or all the staff continued to tell me " This is because its the beginning of the season" So you are telling me because I choose the month of June for my wedding and not July I get to experience such things? For someone spending *** on my wedding day , that is not something I wanted to hear. The bride and groom paid for more then just the food. There was a fee to hold the ceremony on the grounds as well as a fee to even hold the reception in which people ate. If we were paying for food only, then we were very much over charged. I have many other guest that would be gladly to reach out to Stanley Bridge and make it very clear they were told there was breakfast. My Aunt *** is one for sure. On another note, the pregnant women in whoms toilet was loose would beg to differ. Unfortunately It seems the response here which I know is from the general manager and who is all about arguing. Its really to bad how very little management skills he really has just like the phone call I had with him the day after the wedding, He didn't want to do anything but say all the " Good" Things that they did for us. I sent this to the Revdex.com because of how many people I told about our experience and how many people told me not to let this go. We both understand that these things happen and cant always be controlled, but we felt that it was quite unacceptable. Above and beyond to me is not wiping seats if its raining, that is something you would hope to expect from a place that is holding your wedding. However I guess my expectations are pretty high, as *** (Manager) indicted that " They are in the business to make money" It's funny that *** continues to talk about the lack of complaining from my guest , Does this mean if they would complain then you would do something? It takes more then one person to mention and issue for you to address it? I could go on and on responding to what they are saying is how the events went down but its quite frankly a waste of my time. I hope Stanley Bridge learns from this and that no one else ever has to experience this. However,I will continue to share my experience and post on social media so that others are aware and can watch out for these types of things if they decide to proceed with Service from Stanley Bridge Country Resort.

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Address: 10090 Route 6, PE, Kensington, Prince Edward Island, Canada, C0B 1M0

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