The New Hope Lodge

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:THIS IS A LIE: "As to the altercation that *** said happened with my manger Armando, of course he left out the part where he said "I will come over and find you" not sure what he meant by that?"
I told Armando I would come to New Hope in order to speak with the manager or owner in order to receive a full refundI repeated that statement over and overArmando jumped to conclusions in order to bend the conversation his wayOf course, it's clear the owner is defending his employee and won't believe otherwiseHowever, I did receive a full refund after this complaint was filed, not initiallySo in regards to money, the issue is technically over.
But what is forgotten here, is how Armando cursed me out by saying "*** ***" and hanging upThe complaint filed was over this altercationI was never insulting or abusive over the phone, but once Armando resorted to this immature behavior, the tone of the entire conversation changed
Regards,
*** ***

*** *** was part of a wedding party that wanted to book rooms at the New Hope LodgeOur policy on ANY group is we only do 25% of a room block due to that we only have rooms and the financial risk of booking your whole property to one single group is just too greatWith that said we did
block rooms for this party which is about 35% of our propertyWe have other Weddings on the same weekend so we did the best we could to accommodate everyoneThis party that *** was part of where upset because that wanted all of our rooms and out of spite had their whole party canceled the rooms they did haveOur cancellation policy is clear there is a $cancelation fee for ANY cancelations, so we do have the right to charge the feeSome people from this group where very abusive to my staff but with that said some where extremely nice and understanding but where forced to cancel their reservationWe did refund 100% of their deposits including the $cancelation fee *** should check is statement before claiming the was not refunded As to the altercation that *** said happened with my manger Armando, of course he left out the part where he said "I will come over and find you" not sure what he meant by that?Armando did push my policies to try and give this party as many rooms as possible, sorry it wasn't good enoughMy staff is amazing and I know they did the best they could.I appreciate the email this gives us a chance to look at our policies and improve for all our customers. Scott D***, Owner New Hope Lodge/The Raven Resort

Review: We stayed overnight at the New Hope Lodge, in PA, in early October, 2013. We checked in sometime in the early afternoon. Our room was room 2, at the front of the hotel, facing the road. Walked into the room and saw that even though both beds were made, the bed on the left (next to the window) did not have a bedspread on it, while the one on the right (next to the bathroom) did. Strange, but OK. Didn't even think to notify hotel management, or anyone who worked at the hotel, because we were only going to sleep in one bed.The following morning we checked out. It was a nice visit. Several weeks later, I was checking my credit card statement, and noticed 2 charges on it from the New Hope Lodge. One for $184.21 (for the room), and another for $160.00. When I called the hotel to find out why, I was told by [redacted] that we took a quilt home. Huh? He repeated that we took home a quilt from one of the beds. I told [redacted] that we did NOT take a quilt home, that only one bed was completely made when we checked in, and his reply was that 'you know you stole it'. I asked to speak to a hotel manager, and he told me that he WAS one of the managers (great). So, needless to say, we are disputing the $160.00 charge.Desired Settlement: We want a refund for $160.00. And maybe an apology from [redacted] for accusing us of stealing a quilt.

Business

Response:

12/10/2013

To whom it may concern.

This is in response to complaint #[redacted]. The missing Quilt from customers' room.

My manager had brought to my attention that a quilt was missing in one of the rooms, when the rooms are cleaned housekeeping lets us know if there are any damage or missing articles from our rooms.

So I asked him was housekeeping SURE it was there the day before and he said yes, so I told him the cost was $160 and go ahead and charge the person for the quilt.

Maybe 5 weeks go by and I guess the customer found the charge on his credit card and called and wanted to know what the charge was for and my manager told him after looking it up, there was a quilt missing from the room, He told me the caller got very angry and said he was going to dispute the charge and trash the hotel, which he did through a friend. I asked my manager did he say it wasn't there when he checked in? He said no, he got angry and was going to dispute the charge. So we expected a dispute with an explanation.

I did get a lady who called claiming to be form a bank and wanted to know about this charge and I explained it to her very simply, a quilt was missing and he was charged for it. She said "he is a very nice guy can't you refund him the $160" still no real reason just that he was nice. I told her no sorry and she got very agitated, which was strange for a bank, this call did not sound like a legit bank which was a bit strange.

The compfaint filed with the Revdex.com has an explanation and was what I was looking for in the beginning. Its seems that the quilt was missing upon check in, there is a couple ways this could happen is why I wanted to know if they claimed that is wasn't there when they checked in. So I'm very sorry for the confusion and apologize for the distress. We do have a great staff and we take a lot of pride in the property and unfortunately we have incidence like this once in a great while and we try our best to handle it the best we can, sometimes it works and sometimes it doesn't.

We will refund the $160 back to the customer and extend our apologies for the inconvenience. Thank you for filing with the Revdex.com I have used this myself and is a great way to get things resolved.

Thank you

Owner New Hope Lodge

Consumer

Response:

We have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory.

Regards,

[redacted] & [redacted]