The Roundhouse at Beacon Falls

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

Complaint ID: *** Customer Name: *** *** Thank you for following up In reviewing the details of this stay, a few items have come to our attention It is our understanding that the front desk was informed of a few maintenance
issues during the stay Because we are a small property, we do not have a full time maintenance manager on staff We work hard to address issues as they arise, but it does appear that we were unable to find a solution for this particular guest This was especially the case because the date of stay was a busy holiday weekend where our guest rooms were sold out and our ability to move this guest to another room unfortunately was not an optionWhile wear and tear on a hotel room will result in maintenance issues from time to time, the hotel opened in late and the particular guest room stayed in was finished in late Given the timing of this guest stay, the room would have been in service for less than one year and so no items would be out of dateWe understand that the design aesthetic may not be to everyone’s liking, but the quality of the furniture and design of the guest rooms are excellentNevertheless, superior guest service is extremely important to us and since we did not meet the expectations of this guest in that area, we will be reaching out to invite them back for a complimentary stay. *** *** *** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. 
Sincerely,
[redacted]

Review: I did not have a "premiere boutique hotel" experience at the Roundhouse, although I paid a "boutique" price (over $400/room/night). The quality of the room was shoddy and non-functional; the bathroom facilities did not work. Items in the room were broken or hugely out of date. Service at restaurant was almost non-existent. I've contacted management four times to discuss my experience with them, and they have never replied.Desired Settlement: I would like the money I spent on the room refunded.

Business

Response:

Complaint ID: [redacted] Customer Name: [redacted] Thank you for following up In reviewing the details of this stay, a few items have come to our attention. It is our understanding that the front desk was informed of a few maintenance issues during the stay. Because we are a small property, we do not have a full time maintenance manager on staff. We work hard to address issues as they arise, but it does appear that we were unable to find a solution for this particular guest. This was especially the case because the date of stay was a busy holiday weekend where our guest rooms were sold out and our ability to move this guest to another room unfortunately was not an option. While normal wear and tear on a hotel room will result in maintenance issues from time to time, the hotel opened in late 2012 and the particular guest room stayed in was finished in late 2013. Given the timing of this guest stay, the room would have been in service for less than one year and so no items would be out of date. We understand that the design aesthetic may not be to everyone’s liking, but the quality of the furniture and design of the guest rooms are excellent. Nevertheless, superior guest service is extremely important to us and since we did not meet the expectations of this guest in that area, we will be reaching out to invite them back for a complimentary stay. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,