Stikine Inn

Unfortunately this is the first notice I've received of this complaint and as far as I can recall is the first time we've ever received a complaint with the Revdex.com in our years operating the Stikine Inn The Stikine Inn prides itself in its ability to accommodate groups (as aforementioned in
the complaint) and showcase our small town as a unique travel destination within Alaska We've worked very hard the past years to solidify our relationships with companies who send us their clients from all over the world, large groups and independent travelers alike The Stikine Inn regularly runs into scenarios where we are at 100% capacity many months in advance We are the only Hotel in Wrangell and are rooms with an on site restaurant and cafeOur protocol has always been to assist clients and companies with re-booking through various bed & breakfasts within the community in the event that we have a shortage, a room offline due to maintenance or in the very rare case an overbooking event (it is our policy to NEVER intentionally overbook) We also assist with all transportation to and from the B&B's in such events if the B&B does not provide that serviceMany of the B&B's will not allow us to pay for a room in these circumstances preferring that it be left to the client due to their damage policies requiring actual client credit cards for liability. If we have accepted pre-payment for the room, we always pay the difference in room cost or refund the difference to the client or company should the re-booked property be less than our original rate It is also our policy to never require a deposit from companies who pre-book with the Stikine Inn and block off rooms due to the many logistical variables that may present difficulties to travelers in Southeast Alaska (i.e., Alaska Ferry's being re-routed, limited commercial flights in and out, etc.) and as an incentive to send folks off the beaten path to enjoy Wrangell I've researched this event and all paperwork/documentation/correspondence we have with the complainant I've also met with the “salesperson” mentioned in this complaint in order to get any and all information needed to respond We email all correspondence when rooms are booked including the original reservation folios as soon as room bookings are finalized, in this case the reservations show the complainant's attached email If emails are not an option, we are happy to fax all documentation for verificationIt appears that there a miscalculation or misinterpretation in the original bookings. I've attached the original reservation folios (I have blacked out last names in order to respect client confidentiality) showing reservationsof which were amended October 20th and 26th of to attach their group leader *** *., and additional reservation folios added to the group in March of (as aforementioned in the complaint)There should have been ample opportunity to review any and all issues with the group should there have been a misinterpretation on actual booking requirements (i.erooms blocked, but needed 15) needed by the complainant prior to any booking conflict in March Any modification or mishandling of rooms in the original booking would appear on the attached group form showing the original folios. The original folios numbers cannot be manipulated once a confirmation has been made on a room booking Also on the form it is noted by staff to try to find a room for the guests whom we didn't have a room for. Those names were added to our systems wait-list as first in line should a room have opened up due to a cancellation elsewhereIronically, I've just met with the leader of this group (*** *.) within an hour prior to receiving the notification of this Revdex.com complaint I spoke of our current plans for expansion of the hotel (to better accommodate Wrangell's limited room occupancy), and Wrangell's current tourism climate soon after this group checked in to the hotel today (May 17th, not May 13th as described in the complaint) She was very complimentary of our property and mentioned everyone thoroughly enjoyed our restaurant for lunch She made no mention of any rooming issues I make it a point to meet with every group leader that comes through our property in order to ensure client satisfaction After the notice of this complaint and reviewing the matter, I found that the clients whom we could not book here at our property were re-booked at a property that was suggested by the salesperson mentioned in this complaint and is within blocks of our property. In no way am I going to attempt to discredit this complaint As the majority of it seems to be how the issue was handled by my staff. All staff training falls back on my shoulders The resolution that I can offer is purely using this event as an opportunity to retrain the individual in how to properly handle these matters in the future Including knowing when to pass these types of situations on to me I would also encourage the complainant in the future to speak if there is ever a discrepancyI am available days a week via email, and am present on property every day (minus Christmas and Thanksgiving) should they like to speak with me directly on the phone, which I am certain would have lead to a resolution had the attempt been made, prior to this complaintAt this point, I will continue to accommodate our mutual clients (whom as previously mentioned are staying on site as I type this) I will also reach out again to the group leader and attempt to meet with the clients who were unable to stay on site and ensure they are happy with their current lodging As is customary in these types of events, I will also offer a complimentary dinner to the two clients that we were unable to book here at The Stikine Inn, along with my sincerest personal apologies

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]