Tea Island Resort

*** owns *** and the reservation came to us from ***. We are now contacting our credit card company to see all transactions processed by *** *** *** (in error and refunded) Just as FYI, charges are processed under the name *** *** *** and refunds come through as Kenny & D*** as that is how the bank processes (both the same company) Although we did process the charge and refund on the same business day just hours apart, the refund transactions can possible take longer through the bankRegardless, he was refunded in full by *** *** *** and I don't see how this has anything to do with this complaint and needing a refund for no heat on Saturday night I fully understand this was a mistake and taken care of on the same day In my previous documentation, I sent copies of both transactions. I was not at *** *** *** the night of the 11pm call My husband was there on Tea Island property and I was visiting relatives at their homeAgain, I don't see how this has anything to do with his complaint of no heat on Saturday night. Based on a call from *** asking if there was anything I could do for this guest, I did refund him $I explained to *** and this guest it was not a refund due to anything we did wrong regarding his initial complaint about no heat on Saturday night There was heat in in the room and simply needed to be turned onWe would have been happy to do that for them if they called backThis guest was surprised I even talked to someone on Saturday night when he called Sunday morning regarding the heat I had no reason to think they were not able to get the heat on. It is not our policy to issue refunds based on a threat If this guest was unhappy enough to require a full refund for Saturday night and wanted to checkout, I would have done so on Sunday morning. If the Revdex.com determines that this guest is due a refund, I will honor that decision Thank you, Kathleen

Kathleen D***Tea Island ResortLake Shore DriveLake George, NY 12845###-###-####Complaint # ***To ***, Complaint Handler ext ***The Revdex.comThis guest made a night reservation and we received that reservation via *** There was an email error where the
reservation was also sent to our sister property, *** *** ***, also located in Lake George.As you can see by the attached details, the reservation entered at *** *** was processed and refunded on the same day and from what I can see only timeThis should have been caught by the person entering the reservation and we did apologize to the guest well in advance of his arrival and everything seemed fine. The guest (wife) did call me at pm on the 1st night of arrival and asked where to locate the ice machine and how to turn on the heatI answered both questions and indicated we could certainly come down to help if needed. The next call was Sunday morning indicating they were upset that it was so cold in the roomHe was surprised that I did talk with his wife the night before and even verified that conversation with her while I was on the phoneMy husband went right down and simply turned up the thermostat with no issuesThe heat immediately came onThere was no fix neededWe also offered and backup portable heater' just in case there were any further heat issues. On Monday morning at checkout, the guest indicated the bathtub was slippery as an FYIHe said he wanted a refund for Saturday night due to the heat issueMy sister was at the desk as I was at a doctor appointment.While at the doctor appointmentI received a voicemail from the guest demanding an immediate return phone call and a refundIf no refund, he indicated his next contact will be the Revdex.com and other agenciesI immediately wentoutside the office to return his call from my cell phone where his voicemail came in which I still have(business line forwarding to my cell to handle any emergencies) He started that conversation with you will refund my money or I will contact whoever I need to induding the Revdex.comThere are limited times when a refund is due, but as [told him and ***, this is not one of themI explained to him that [would never process a refund under a threat of a bad review or call to Revdex.com (and I do understand the impact of his review options very clearly)He continued with who he would be notifying next and he has always gotten a refund from the online booking agencies when there has been a complaint.As far as owning multiple properties and not caring about customer complaints. there is nothing farther from the truth*** *** *** has been listed with the Revdex.com for several years and this is the 1st complaint for either of these 2 businessesI have owned other hospitality business n the past and have never received a Revdex.com complaintAt the end of my conversation with this guestI apologized for being very upset.We are a small property with rooms and housesWe give 100% every day to every guest on our property and this guest was no exception.Thank you!Kathleen D***

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 I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** She keeps saying that I was surprised she spoke to my wife on saturday nightI was there when my wife called herMy wife could not get the heat on and nobody came down until Sunday morning She still is not addressing my complaintAlso my wife and I both have poor vision but did try everything we could to get the heat onKathleen also did not address the complaint about slipping in the slippery bathtubI just recovered from a broken femur bone and if I fell I could have re-fractured my boneAlso she never apologized about the nasty phone call of that Monday morningI'm not happy and really want this business to show they are respectful and no that we did end up being up all night in a freezing roomAlso it was twice not once that *** *** charged meI emailed you a copy of my bank statementYou will see debits from *** *** then a refund a day later than it happened again week laterIf I had less in my bank account I would have bounced checksI only said I was going to contact the Revdex.com after she did not answer my call or respond to my complaintI spoke to kathleen's ssiter about the shower Monday morning and she did nothing about my complaintI really want a refund for night of this stay and an apology from Kathleen for the way she treated me

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 I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I reject this response1st of all The *** *** thing happened twice and I can provide proof to Kathleen and the Revdex.com that it happened twiceEven a business called Kenneth & Deitrich was in and out of my accountWe booked thru *** not ***I know Kathleen spoke to my wife and nobody came down that Saturday night when we were freezing .Both owners were at *** *** down the streetKathleen was very demeaning to me when she called me from the *** numberShe said the Revdex.com and the Chamber of Commerce would do nothing to them about this because they are so well known and liked in Lake GeorgeMy wife heard my conversation with her and she had me in tearsShe is offering no resolutionI still want refund of the night we froze and an apology from KathleenShe also made an embarassing comment on my *** *** review I would like her to remove from *** ***Im not happy she has done nothing to resolve my complaint