The Lake House At Chelan

Review: After a week-long stay at the Lake House in Aug 2012, we then made a reservation for a week iin Aug. 2013. The reservation was for a 3rd or 4th floor room and we paid the required deposit. In Jan 2013 I called to change the date to a week in July; I was clear that we wanted the same type of booking (3rd or 4th floor unit) as our initial reservation. I was assured everything would remain the same with our booking; only the week had changed as we requested. I received an email confirmation of the booking confirming these details. In May I emailed the Lake House to confirm something regarding our reservation and was then informed we were booked in a 1st-floor unit. I called the Lake House and spoke with [redacted] who said she was the resort manager. She said that when I changed my week in Jan that it bumped me to a 1st floor unit. I advised her that our booking confirmation showed that we were in a 3rd or 4th for unit; she then said that "these things happen" and there nothing she could do to honour the reservation in the 3rd or 4th floor unit like our confirmation stated. She then said they were fully booked for the entire summer & no units on the 3rd or 4th floor were available at any time. I asked why I hadn't been contacted about the change, she said " we don't have your ph # on file". To which I reminded her she had an email and postal address. She then said they had tried to email me but it was "returned undeliverable" even though the email address they have on file is correct. I then asked why they didn't send me a letter in the mail, to which she replied again that "these things happen". I advised her I wished to escalate the matter to her superior and asked for her manager's name. She said there was "no one above her", that she is the resort manager. I asked her who she reports to and she said she doesn't report to anyone. So at the end of the day we have a reservation which is not being honoured per the deposit we paid and the confirmation we have.Desired Settlement: I would like the matter escalated to someone above the resort manager. There must be someone else in charge of the property who can help with a resolution, and this person needs to be made aware of the poor business operations of the resort.

Business

Response:

We were disappointed to hear about Ms. [redacted]’s experience while arranging her stay with us. It is always our intention that our guests feel valued—from the instant we receive their reservation inquiry, to the moment we bid them goodbye. For this reason, we apologize that she had a negative first impression with us in booking her summer 2013 stay.

We first heard of the situtation on May 9th, 2013. As soon as we were aware of the problem we began working on a resolution. We extended a complimentary night, and included a bottle of wine for each night that she is staying with us.

Additionally, we secured Ms. [redacted] a top floor suite, which was the original accommodation requested.

Again, it is deeply disheartening for our owners and team members alike to have a guests’ experience be anything less than exemplary. We apologize that Ms. [redacted]’s concerns were not reconciled in the moment, but we are thrilled to report that she is very pleased with her current arrangement and very much looking forward to her stay at The Lake House Chelan.

If there are any other concerns I can address, please do not hesitate to reach out to me.

Sincerely,

Director of Operational Excellence – The Lake House Chelan

Columbia Hospitality

www.[redacted].com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9536232. While I was disappointed to have to escalate this matter in the first place, I am pleased with the resolution offered by Mr. Alan Stephens of Columbia Hospitality and find that this resolution is satisfactory to me.

Regards,