The Abbey Resort

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.I disagree 100% with your accusationsYou have to be a pretty intelligent human being to be a director at a resortEveryone knows how strong the odor of tobacco can be, especially if someone is smoking for hours on a balcony outside of a small suite with the sliding door opening and closing all day long, you will have a tobacco smell in your room that is why you removed your old policy from your websiteNow you have a smoke free resort which is very unfair to do now! Why not credit my account, take that as a lesson learned and move onNo, you would rather charge a customer for your mistake! Now, I know for a fact, that smoking did not occur in our room as I have asthma! When I initially spoke to your not so helpful manager, I tried to advise her of this however she basically called me a liarI have never been treated this unfairly in my lifeIn my family and I moved to France for years where I was basically considered an immigrant until I learned French and even then, I was never treated this poorly. I can see that this is not an honest company being that you have updated your smoking policy after the fact which is very unfair. I have attached what was posted on your website on 03/and what is posted nowDuring our stay, we were celebrating a victory, a celebration of life! My girlfriends and I had a wonderful time downtown, we returned around 1:30am which we were very happy and probably talking a little too loudly but not disruptive as we were portrayed to beThe neighbors next door called security on us to advise that we were being very disruptive.I'd like to clarify and paint this picture for you: We are group of intelligent, business women, married with childrenIt was 1:30am not 5:00am during spring breakWe are by no means crazy party animals which is how the neighbors portrayed us to be. Your security and Manager came up to our room and said that we were being very disruptive and that the family next door with small kids trying to sleepWe felt bad even though we knew that we were not being "disruptive" but could feel for the family since we all had kids so I apologized and we were basically whispering to each other to not disrupt the neighbors after that pointMy girlfriend went in and out a few times before bed to smokewell, the security guards came back up to say that the neighbors reported smoking, which we told them that was a statement, they did not smell smoke or believe me, they would have came into our room with how rude they wereNow I felt that we were being harassed, each time my girlfriend went out to smoke, the neighbors were watching out their window as if we were putting on a show.About minutes go by and this time we heard a subtle noise outside of our door and through the peep hold, you can see your security guard with his ear up against our door, maybe to see if we were being quiet, how absurd! This is a violation of our privacy! I will not let this go, its not about the $250.00, it's the principal of the matter, knowing that never happened in our room as well as your sneaky way of handling this, not to mention how we were treatedI will be reaching out to my physician as well as my attorney to discuss the accusations, your website being updated after I was charged as well as our violation of privacy. Regards,
Yvonne ***

Dear Ms***, Thank you very much for your feedback of your recent stay at our resortYour feedback is extremely valuable to us, as we strive to improve with each stayI greatly appreciate your comments, however we did discover evidence of smoking in your room. Smoking is strictly
prohibited in all guest rooms. We do notify all our guests of this policy on the registration form signed upon your arrival, also on the non-smoking signs located in your guest rooms. As such, your guest room did require deep cleaning and removal of the strong smoke odor found in your room, and we were unable to rent your room the following nights. I am sorry that we are not able to resolve this issue to your request as the penalty is non-negotiable. Please fee free to reach out to me directly at the resort if you need any additional information or would like to discuss further. Thank you,Michael

Review: I booked a room at the Abbey for August 16th and 17th. I only needed a one night reservation (the 18th) but was told they require a two night minimum on the weekends. I confirmed that I would not be checking in until the Saturday (17th) morning. I was told by the customer service representative that was fine but I would still need to pay both nights, which I had no problem with. The weekend prior to my arrival, I called the Abbey again to confirm my situation and was told I could check in Saturday morning but still had to pay both nights. Upon arrival on the 17th a little before noon, I was told my room was given away and my reservation was cancelled when I did not check in Friday night. I explained my situation and that I had received confirmation from two employees and was offered no further assistance. I was told they would call me if they had a room available. After sitting in the parking lot for two hours, my husband called the resort and I received a call I would have a room ready within an hour. Upon check out, I was charged for the Saturday night stay, as well as a $70 fee which I deemed fair as an early entrance fee. Three days later, I received another charge on my credit card for the full price of Friday nights room. I have called the Abbey multiple times and left messages, as well as spoke with an accounting representative who assured me my concern would be addressed. This was over a week ago and my phone calls are no longer being returned. I do not think I should have to pay for a night's stay that they erroneously cancelled and charged someone else for, and in addition did not have my room ready upon arrival.Desired Settlement: I would like a refund in the amount charged for the first night's stay that I did not receive. I will, however, pay an early entrance fee for the hour that the Abbey did let me into my room prior to check-in time.

Business

Response:

Please see below for the correspondence to the guest regarding complaint # [redacted]. This was emailed to the guest: [redacted] at [redacted] on 10/25/13 at 11:14 am.

Ms.

[redacted],