The customer in question has already been issued a full refund prior to receiving this letter Calibri, sans-serif;"> Our account is as follows: The AGM personally checked in guest around 5pmThese issues were not brought to our attention until close to 9pm after our housekeeping and frontdesk staff leave for the dayWe are a very small room Inn and do not have housekeeping staff on hand in the evening hours The guest in question informed my assistant general manager in person that her bed was made improperly, two drinking water glasses in the bathroom were dusty and there was some soap residue present in the soap dish in showerAll other complaints were never given at this timeThe AGM informed her that we were unfortunately completely booked up for NYE otherwise we could have moved guest to new room I was unable to meet with her at this time due to obligations behind a very busy barI have full confidence in my AGM and he later informed me of her compliant and how she was upset that I could not meet with her at that timeThe following day she called and again spoke with my AGM who was on duty at the timeHe offered to discount her room by 20% ($42.60) I responded via email from home ( as I was not scheduled to work) and apologized for her experience and offered her a free night stay on any night of her choosing and increased her refund to 25% ($53.25) Her response was both rude and unnecessarily bluntAccusing the Clarke of never cleaning our rooms and expecting nothing less than a full refundTo which we obligedI hope this helpsPlease let me know if I can be of further assistance in this matter Regards [redacted] General Manager
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11:AM (minutes ago)
toCLARKE,me
***, When will the credit card machine be settled? The refund is still not appearing on my credit accountI’ve been checking my account for this refund since mid-July so I’m sure you can see that I’d like this matter to be settled in good faithWhen we spoke on Monday you stated that the credit would be submitted on Tuesday of this week*** ***
The customer in question has already been issued a full refund prior to receiving this letter.
Calibri, sans-serif;">
Our account is as follows:
The AGM personally checked in guest around 5pm. These issues were not brought to our attention until close to 9pm after our housekeeping and frontdesk staff leave for the day. We are a very small 20 room Inn and do not have housekeeping staff on hand in the evening hours.
The guest in question informed my assistant general manager in person that her bed was made improperly, two drinking water glasses in the bathroom were dusty and there was some soap residue present in the soap dish in shower. All other complaints were never given at this time. The AGM informed her that we were unfortunately completely booked up for NYE otherwise we could have moved guest to new room. I was unable to meet with her at this time due to obligations behind a very busy bar. I have full confidence in my AGM and he later informed me of her compliant and how she was upset that I could not meet with her at that time. The following day she called and again spoke with my AGM who was on duty at the time. He offered to discount her room by 20% ($42.60) I responded via email from home ( as I was not scheduled to work) and apologized for her experience and offered her a free night stay on any night of her choosing and increased her refund to 25% ($53.25) Her response was both rude and unnecessarily blunt. Accusing the Clarke of never cleaning our rooms and expecting nothing less than a full refund. To which we obliged. I hope this helps. Please let me know if I can be of further assistance in this matter.
The customer in question has already been issued a full refund prior to receiving this letter Calibri, sans-serif;"> Our account is as follows: The AGM personally checked in guest around 5pmThese issues were not brought to our attention until close to 9pm after our housekeeping and frontdesk staff leave for the dayWe are a very small room Inn and do not have housekeeping staff on hand in the evening hours The guest in question informed my assistant general manager in person that her bed was made improperly, two drinking water glasses in the bathroom were dusty and there was some soap residue present in the soap dish in showerAll other complaints were never given at this timeThe AGM informed her that we were unfortunately completely booked up for NYE otherwise we could have moved guest to new room I was unable to meet with her at this time due to obligations behind a very busy barI have full confidence in my AGM and he later informed me of her compliant and how she was upset that I could not meet with her at that timeThe following day she called and again spoke with my AGM who was on duty at the timeHe offered to discount her room by 20% ($42.60) I responded via email from home ( as I was not scheduled to work) and apologized for her experience and offered her a free night stay on any night of her choosing and increased her refund to 25% ($53.25) Her response was both rude and unnecessarily bluntAccusing the Clarke of never cleaning our rooms and expecting nothing less than a full refundTo which we obligedI hope this helpsPlease let me know if I can be of further assistance in this matter Regards [redacted] General Manager
padding-top: 0px; padding-right: 8px; text-align: left;">*** ***
11:AM (minutes ago)
toCLARKE,me
***, When will the credit card machine be settled? The refund is still not appearing on my credit accountI’ve been checking my account for this refund since mid-July so I’m sure you can see that I’d like this matter to be settled in good faithWhen we spoke on Monday you stated that the credit would be submitted on Tuesday of this week*** ***
The customer in question has already been issued a full refund prior to receiving this letter.
Calibri, sans-serif;">
Our account is as follows:
The AGM personally checked in guest around 5pm. These issues were not brought to our attention until close to 9pm after our housekeeping and frontdesk staff leave for the day. We are a very small 20 room Inn and do not have housekeeping staff on hand in the evening hours.
The guest in question informed my assistant general manager in person that her bed was made improperly, two drinking water glasses in the bathroom were dusty and there was some soap residue present in the soap dish in shower. All other complaints were never given at this time. The AGM informed her that we were unfortunately completely booked up for NYE otherwise we could have moved guest to new room. I was unable to meet with her at this time due to obligations behind a very busy bar. I have full confidence in my AGM and he later informed me of her compliant and how she was upset that I could not meet with her at that time. The following day she called and again spoke with my AGM who was on duty at the time. He offered to discount her room by 20% ($42.60) I responded via email from home ( as I was not scheduled to work) and apologized for her experience and offered her a free night stay on any night of her choosing and increased her refund to 25% ($53.25) Her response was both rude and unnecessarily blunt. Accusing the Clarke of never cleaning our rooms and expecting nothing less than a full refund. To which we obliged. I hope this helps. Please let me know if I can be of further assistance in this matter.
Regards
[redacted]
General Manager