The Van Buren Hotel at Shipshewana

Initial Business Response /* (1000, 6, 2017/05/23) */
RE: Case # XXXXXXXX
Guest stayed with us on May 5, in a whirlpool roomGuest came down to the front desk the next morning to let us know that while using the whirlpool the water had turned to a dirty colorFront desk suggested that
the town had flushed out the fire hydrants and that might have been the causeUpon further review the whirlpool was covered in a dirty gritty film and didn't appear to be anything from the water, Guest also told us that she did add some kind of soap while using the jetsWe have not had any issues and that room had been used days prior
We immediately moved guest to another whirlpool room, and discounted their room for the previous nightFront desk also asked several times if they could move their belongings for them, guest declinedGuest also told front desk that she wishes she wouldn't have paid cash for the room and that she would have simply cancelled her credit card
Upon check out on Sunday May 7, guest did not report any other issues with their stayWe did receive an email on Monday May 8, stating numerous issues with their second room of their nights stay, was unable to answer her immediately due to the fact that I had several meeting that were arranged in advanceShe continued to resend original e mail numerous times demanding a response
I had several correspondence with her via email apologizing and stating that we had compensated her all ready and provided her with another room for her second night and that we were unaware that she had any other issues while here, and that we did not hear about anything until the email the next day
She then sent her email to Trip Advisor to complain, for which I responded to her complaint have explained to her that I do not feel that we owe anymore to her due to the fact that she has already been compensated and was provided with another room for her weekend stay
We rectify all issues immediately as we did already in this case
Initial Consumer Rebuttal /* (3000, 8, 2017/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sitting in awe as I read this letter full of lies from Ms*** *** 1) A cap full of baby shampoo should not cause "floating sm" in a whirlpoolYou were able to see from the pictures I submittedIt was NOT just a "dirty color" as she impliedI am appalled that she would suggest that it came from usIt was a very gross situation with slime floating all around us2) After spending over *** to get a room with a whirlpool we expected more than the *** that was given us and then another *** We would have stayed elsewhere for much less had that been the caseI have worked in customer relations all my working life and never did I deal with someone (very sarcastic) like Ms*** You just don't treat paying customers that way or should I say ANYONE! It is demeaning! 3) I did tell them all the problems with the second room at the deskWe just don't travel the country looking to "comp" roomsWe look for the best and we did not get thatWe got insultedI am going to also send her response to my email and let you decide if it sounds quite, excuse my language, bhyAt years old I have NEVER had this kind of treatment from a High End (so they say) HotelAgain, she most definitely does not and should not hold a position like she hasNo Class and No Public Relations Manner to her at allIt really is disgustingHere is her email to me:
Ms***,
As I explained, it was NOT rust, it looked very gritty like dirtI do not know if the type of bubbles you added to the whirlpool had any effect on the jets causing a reactionAfter the Shipshewana water issue, we completely went through and cleaned out our jets on all Jacuzzi tubsThis process is also on a maintenance program as well to ensure proper cleaning and disinfecting of all the unitsWe were unaware of the issues that you experienced with the second room until your email after the factAs I stated before, I do not know what you want except to continue to add more items onto your complaint list
Again I am sorry that your romantic weekend did not go as you expected, but we tried to accommodate you as we would all of our guests; we discounted the room and provided you with another room
I am sorry that you feel that you have to throw out bad reviews about our hotel, when we tried to make your stay as enjoyable as you would allow us
*** I felt it was a very condescending letter, especially regarding "our romantic" nightPLEASE MS BROWN HAVE A LITTLE MORE CLASS!
Final Consumer Response /* (4200, 13, 2017/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These pictures don't lieTo insinuate that the sewer crud came from us is insulting! One cap of lavender baby shampoo did not do thatEven girls at desk could not believe itI did report the second room not being serviced to the front deskI told them I did not want to get them in trouble and would deal with with the Hotel management myselfI felt like I had to sanitize everything when I left your facility
Final Business Response /* (4000, 16, 2017/06/09) */
The Van Buren Hotel has no further comment on this complaint