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Tabard Inn

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Tabard Inn Reviews (2)

Review: I booked two hotel rooms here on the hotel's own website. The website stated that each room was $20.00 per night and that my total, per room, for the 3 night's stay was $68.70. I understand that the price of $20.00 per night is incredibly low, but since I looked over the website numerous times, and had others look at the website, too- without finding anything that stated any different- I was thrilled to have gotten such a good deal to visit DC and see my nephew get baptized. I received email confirmations of both reservations (containing the same rate as shown on their website) and I even took the additional step to reply to the emails requesting a printer friendly version of my contracts and confirmations and for the hotel to confirm the details of my reservation. I received printer-friendly versions of both reservations with zero alterations to the rate/price. I assumed that I either got a fantastic deal or that the hotel realized this 'website glitch' but is honoring their mistake, since that is simply a good business practice. However, today I received new emails stating that they realize their websites pricing was incorrect and they would not honor the contracts and confirmations that they had sent to me (without correction!) twice before. The manager on duty listed a number of excuses as to why the rates were incorrectly stated on their website- none of which were true or mattered ("Your rate shown has to do with how many occupants per room- untrue! I reserved one room for 3 people and one room for 2 people and both were the same rate/balance. And that "It's a flawed system that we're fixing." Fine- I understand that. But as a business who made a mistake (all businesses do!), you should honor the contract that YOU, the hotel, have agreed to).Desired Settlement: My desired outcome is that this establishment honor the rates and prices that they had on their website and that they honor the numerous contacts that I made to them to confirm the details of the reservation. I agree that it is unfortunate to the hotel that they listed incorrect information on their website and that they finally realized it and are trying to go back and change it now. But it is BAD business to not honor the rates that they wrongly advertised on their OWN website. As a business person, I understand that it really stinks (for lack of a better term), when you realize that you made a mistake (and in the hotel's case- numerous times, as I gave them chances to confirm the details of the reservations via email- and they did! Without ever correcting their rate mistake until today) and you have to own up to that and 'take the hit'. But that is what a good/successful/honest business does. Please do the right thing and honor the rates and reservations that were made on YOUR system- even though there was a glitch on your end.

Business

Response:

December 12, 2013

Dear Representative Revdex.com,

My name is [redacted], Hotel Manager at the Tabard Inn Hotel, and this letter is in response to complaint ID [redacted].

I have recently taken over as Hotel Manager at the Tabard Inn Hotel, however, I am fairly familiar with the complaint. The guest was trying to book a hotel room on our website, and at the time, our rates had not been set up for the dates that she booked the reservations. Unfortunately, oursystem automatically adds a $20 fee for additional guests added to the reservations, and since we had a $0 rate for her dates at the time because rates were not set yet, and she had more than 1 guest, the rate showed $20 plus tax. That is not the rate for the room type she booked, she had booked one of our most spacious rooms, which the rate is $220 pi us tax per night, with an additional $20 added for extra guest. We apologize for the misunderstanding, and we understand her complaint, but based on her complaint, it seems that she agrees and is aware that the rates were not realistic rates for a 3 night stay in downtown Washington, DC. We are willing to to compromise, and meet the guest halfway.

We can offer her the same room types she had booked, for the rate of $110 plus tax per nighty which is 50% off of the regular rate, and I can waive the additional fee of $20 for additional guest. We hope that the guest can be understanding of the situation, and we will do our best to make herstay with us a memorable one if she chooses to stays with us.

Regards,

Review: [redacted],

On July 16, 2013, I reached out to the Tabard Inn Special Events Division to request a room for a small wedding reception scheduled on July 27, 2013. I was very excited that my dear friends were considering the Tabard Inn for their special event, regardless of the endless options available in the D.C. metro area. Not only have my friends and I been frequent customers of the Tabard Inn since 2002, but I regularly recommended this restaurant to countless friends and DC visitors.

The exact details of the event were relayed to the staff of the Tabard Inn on the phone on July 16, 2013 and again via email on July 17, 2013. I worked with the same person throughout this entire ordeal. Although, I had to continually follow-up with the Special Events staff to get the information that I was promised, the event planning process was progressing. The event details included utilizing a private room at the Tabard Inn for 19 people, who could select meal options from the Tabard Inn’s regular weekend brunch menu. This last item was an essential element for my friends, who wanted their out of town guests to have a variety of food options, particularly because of the many food restrictions of their guests. Once this particular point was confirmed by the Special Events staff, my friends canceled their reservation with the one other establishment in consideration. I was informed by the Special Events Division at the Tabard Inn that we would receive the event contracts several times; after several phone calls and emails to follow-up and confirm a time where we could meet at the Tabard Inn to submit our deposit and sign the contracts, I finally received a call back from the Special Events staff on the morning of July 24, 2013, three days before the wedding event. I was asked by the Special Events Staff if I was still planning on having more than 15 people. I informed the individual that that was in fact always the case, per our regular correspondence. I was then told that that may be a problem because they could only accommodate 15 people. This staff person informed me that they would try and figure something out for us and get back to me soon. I did not hear back from this staff member for quite a few hours. You can understand my concern at this time, with the wedding occurring in only a few days and all wedding correspondence and logistics planned around the Tabard Inn. After not hearing back from this staff member, I called again at around 3:00pm on July 24, 2013 to follow-up on the situation. I was informed that the event could no longer take place at the Tabard Inn because all events of 15 people (or more) needed to utilize the pre-fixed menu and that those selections would have had to be submitted a week in advance of the event. Because we had not submitted this selection, we would not be able to move forward with our event at the Tabard Inn. I insisted that an alternate solution be devised since the Tabard Inn had already agreed (and in writing) to the conditions we requested. I was put on hold again, and after alleged conversations with the special events manager, restaurant manager, and chef, I was informed that we could not be accommodated.

The complete unprofessional manner of the Tabard Inn staff was beyond disappointing to say the least. There was no attempt in any way to try and resolve this situation or provide a workable solution. I am not requesting anything from this restaurant; I just wanted to inform the executive management of how horribly we were treated. Due to the complete disregard and unacceptable customer service standards I experienced at the Tabard Inn, I will never go to that establishment again and wanted to share my experience with other consumers in hopes that they can avoid this potentially stressful and horrific experience.

Sincerely,

Business

Response:

Thank you [redacted] for letting me get this matter cleared.

To the complainant. On behalf of the Tabard Inn, I would like to extend our sincerest apologies for the experience you were subjected to for an Event requesting to be had. Let me first start by saying that the person or persons involved in your initial communications, no longer have placement here at the Tabard Inn.

Based on the communications retrieved Between and said person or persons, I can only assess that they are vague at best. There is no clear line to who may or may not be at fault, if any, during noted time in July. According the emails sent back and forth, there is clear communication indicating the time frame to which you were required to return Information to the Special event dept., in order the secure a banquet space, and provide enough time for catering to properly order for preparation for your event. I do agree that the ball may have been dropped in communications, when asked to secure a time for a meet and greet, it also looks as though a response was never returned for you, however, based on the your complaint, there were communications via telephone that I personally am unable to account. Unfortunately, I was also unable to find any one document in writing noting that your request for an event space was secured by any form of payment, which is required before a date is booked for any client. Our policy clearly outlines what a client should expect from our Special Events Department, in regards to lunches, dinners, and weddings. With the sheer volume of events held at this establishment, we encourage our clients to try and remain as patient as possible, as it sometimes may be one member of personnel available for communications.

I would have preferred that this matter not have escalated to this level, before allowing a member of this establishment try and resolve or repair your experience. I believe this matter would have been more beneficial to you and us at the same token. Although the personnel that initially handled this matter are no longer at this establishment, I can assure you, that matters like this have not occurred since, and I wish that this had not happened to you from the beginning. We here pride ourselves on the services we provide, as we try and make all events as special as the client themselves.

Please feel free to contact me directly if you wish. I would love your feedback. Thanks for your time.

Warmest regards

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Description: Hotels, Restaurants

Address: 1739 N St NW, Washington, District of Columbia, United States, 20036-2801

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