THE COTTAGEES AT THE NANTUCKET BOAT BASIN

Revdex.com of Eastern MA, ME, RI & VTDonald Lynch Boulevard, Suite 102Marlborough, MA 01752-4705 RE: Complaint # *** made against:The Cottages at Nantucket Boat BasinOld South WharfNantucket, MA 02554 To whom it may concern,My name is *** *** and I am the General Manager of
The Cottages at Nantucket Boat BasinI would like to respond to the complaint made against our business by *** *** on July 17th 2017.The *** family reserved a room at our hotel for the dates of June 30th to July 5th Upon arrival to our hotel, *** *** expressed her dissatisfaction of the Cottage that she had specifically reserved back in January of through our reservations officeHer main complaints were that the bathroom was too small and the ceiling was too lowDuring this interaction, she became very upset and treated our employees in a disrespectful manner, raising her voice and not allowing our employees to respond to her while stating that ‘she did not want to get nasty but that she would if she had too’We were very limited in what options we had available due to the fact that it was the Independence Day weekend, but we were able to move her into a different cottage for one night and told her that we would look at other options and contact her.On the morning of July 1st, Mrs*** spoke with ***, our manager-on-duty, who explained that we could keep her in the new cottage for one more night, but due to being sold out from July 2nd through July 5th, they would have to move back to their original cottage for the end of their stayOnce again, Mrs*** expressed how upset she was, again became very upset and stated that she would not move back to End-of-Rope as it ‘was better suited to the maid’s quarters, not a paying guest’ such as herselfAt this time, the ***’s made the decision to leave the hotel and demanded a refund*** expressed his apologies for their dissatisfaction and provided a full refund of the entire stay, totaling $7592.49, including the one-night already used.Upon speaking with each staff-member who interacted with Mrs***, I was very concerned to hear how she had spoken to themThis, coupled with statements from staff-members who had dealt with Mrs*** during her previous stays (dating back to 2015), I decided to not to allow the *** family to return to our hotel in the futureI contacted Mrs*** by phone and after becoming irate with me on the phone, she passed me to her husbandI offered my apologies to him regarding their dissatisfaction with their accommodation but I also explained that due to Mrs***’s behavior both recently and in the past, they would not be welcome back to The Cottages at Nantucket Boat Basin.The Cottages at Nantucket Boat Basin has always conducted business with integrity and respect and we strive to ensure that each and every guest has the best experience possibleWe are lucky to have achieved many accolades over the years, including being ranked as one of the top hotels in the country by several well-respected publications including *** *** *** *** *** *** *** *** *** and many moreWe have several awards of excellence from *** with a rating of out of and have many return guests each year.As stated in Mrs***’s complaint, she has stayed with us on four separate occasions and therefore, knew what type of accommodations we offerThat, coupled with the fact that we refunded their entire stay once it was deemed that no solution would be satisfactory to Mrs***, shows that there was no malicious or deceptive business tactics utilized by our company against Mrs*** or her husbandThat said, we value our hard working, dedicated employees and I will not tolerate anyone treating them with disrespectI don’t believe any circumstance regarding a hotel stay warrants the behavior Mrs*** demonstrated towards our employees and I stand by our decision not to welcome them back to our hotel.If you would like to speak with me further regarding this statement or require any additional information in order to close this complaint against us, please feel free to contact me on the information below. Sincerely, *** ***General ManagerThe Cottages at Nantucket Boat Basin*** ***
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