The Lodge at Blue Lakes

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ The Guest did bring her concerns to the front deskWe addressed them, as soon as possibleShe said that the housekeeper was not detailed when refreshing her roomThe housekeeper told us that she asked the guest what she wanted done to her roomThe guest said the sheets didn't fit the bed/they weren't tucked into the sides, so the housekeeper changed the sheets, and detail cleaned the room as requestedThe guest's son told the front desk that he needed ice, so we went to check and there was no ice in the machineWe told him, we would turn it onNot until after the guest returned to her home in [redacted] did she call and ask to speak to the manager or ownerI, the Manager, wrote down all of her concernsHad I known the issues she had in the beginning, I would have investigated further and resolved any issues while she was still staying in the propertySince she never asked for a manager, the staff thought they had fixed everythingShe has called may times requesting 50% back of each night she stayedWhen I offered her 15%, she didn't appreciate it at allShe said her next call would be to the travel agency she booked with to see if they would give her a refundShe called them the next day and called us againI let her know that I was still able to offer her that 15% back, but she stated that 15% was ridiculous Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did ask to speak with a mgr and was told there was no one availableBecause we were there for a family Memorial service some minutes away, I was not able to continually go to the front office to complainMany times we got back to the hotel after the front office closedMaid service was horrible - never did she truly CLEAN the place or "detail" it as statedThe sheets were too small to stay tucked in! Again, we did not receive the service we should have for the priceShe mentioned the ice machine being turned off in over degree weather, but gave no explanation??? This is the type of thing that makes this Hotel one of the worseShe stated nothing about the air conditioner being so close to the bed that one person froze at nightAnd she never mentioned anything about no closet and only hangers for two peopleAgain, this hotel was run more like a motel and was not worth $per night that we paidBecause I was told there was no mgr available to speak with, I waited until we got home to call to complain

Initial Business Response /* (1000, 5, 2015/07/28) */
The Guest did bring her concerns to the front desk. We addressed them, as soon as possible. She said that the housekeeper was not detailed when refreshing her room. The housekeeper told us that she asked the guest what she wanted done to her...

room. The guest said the sheets didn't fit the bed/they weren't tucked into the sides, so the housekeeper changed the sheets, and detail cleaned the room as requested. The guest's son told the front desk that he needed ice, so we went to check and there was no ice in the machine. We told him, we would turn it on. Not until after the guest returned to her home in [redacted] did she call and ask to speak to the manager or owner. I, the Manager, wrote down all of her concerns. Had I known the issues she had in the beginning, I would have investigated further and resolved any issues while she was still staying in the property. Since she never asked for a manager, the staff thought they had fixed everything. She has called may times requesting 50% back of each night she stayed. When I offered her 15%, she didn't appreciate it at all. She said her next call would be to the travel agency she booked with to see if they would give her a refund. She called them the next day and called us again. I let her know that I was still able to offer her that 15% back, but she stated that 15% was ridiculous.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did ask to speak with a mgr and was told there was no one available. Because we were there for a family Memorial service some 40 minutes away, I was not able to continually go to the front office to complain. Many times we got back to the hotel after the front office closed. Maid service was horrible - never did she truly CLEAN the place or "detail" it as stated. The sheets were too small to stay tucked in! Again, we did not receive the service we should have for the price. She mentioned the ice machine being turned off in over 100 degree weather, but gave no explanation??? This is the type of thing that makes this Hotel one of the worse. She stated nothing about the air conditioner being so close to the bed that one person froze at night. And she never mentioned anything about no closet and only 3 hangers for two people. Again, this hotel was run more like a motel and was not worth $190.00 per night that we paid. Because I was told there was no mgr available to speak with, I waited until we got home to call to complain.