Waverly Hills Sanatorium

Sorry, it has taken me a couple of days to get back with youWith our Haunted House just ending this past Saturday night, I have gotten a little behind on everythingIn response to your email on a complaint from a person, I cannot find an order for any gift certificates that was purchased in that nameUnless they were purchased in someone else’s name? I did find only (2) $gift certificate orders in December of They were both for (2) hour parainvestigations that we offer here, March - August of each calendar year It does state that these gift certificates are for that season only, which in this case would have been our tour & investigation seasonThey also state that the certificates are for what they purchased them for - in this case (2) hour parainvestigationsThe gift certificates all state: NO REFUNDS/NO CASH VALUE Once the guest make their reservations, they can be rescheduled if we are given at least weeks notice & if we have somewhere to move them to? Or they can sell there reservation spot to another partyBut again, there are no refunds & no cash value All of this is made very clear, on the certificates & on our website & also to the customer if they call in These investigations are scheduled with limited openings, once they fill, they are fullWe are holding that reservation for those guestIf we know in advance, a guest cannot make their reservation, we can most likely move them to another date & open that spot up for other waiting paying guestBut, we do not & have never offered cash value off of a scheduled reservation that, missed their reservation to be use on merchandiseAgain, they held (2) spots of booked reservations, that we could have opened up for other paying guestI do understand that things do happen & cannot be helpedI’m not sure what to do to resolve this situation? Allowing merchandise to be purchased or a reschedule with missed reservations funds, is the same as a refundAnd again, we could have placed other waiting, paying guest in these limited reservation spotsIt seems this customer knew his mother could not withstand an hour investigation, but, purchased & scheduled it anywayThis person also stated, that he was told he could use the balance of a scheduled missed reservation, on merchandiseNo one would have ever told anyone that If we would known ahead of time, we would have gladly done our best to reschedule for what the gift certificate was purchased forIn this case (2) hour parainvestigationsIf a guest schedules an hour investigation & cannot stay for the entire hours, and say, they leave in hoursThey cannot use the remainder of that time - in funds to purchase merchandise We want each & everyone of our guest to be happy & enjoy their visit with us hereWe limit our tours & investigations, so everyone can enjoy them All rules & requirements are stated to be read & agreed upon before purchase

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

I have spoken with Mr [redacted] & we have worked everything out & everything is fineHappy Holiday’s [redacted]

In November/December 2015, I made several phone calls to the business, inquiring about gift certificates as a Christmas gift I was helped by a female named "***." Knowing that my Mom (Age at the time/who also is a full time caregiver for my Dad, who has progressed Parkinson's Disease) would not be able to handle a long tour, I specifically asked if I bought enough for a short tour and then extra for merchandise, would we be able to use the balance in the gift shop? *** assured me that I could When my Mom attempted to schedule a tour, we were then told that we were not allowed to use any of the gift certificate in the gift shop, that it all had to be used for a tour At this point in 2016, my Dad had now gotten to be in such bad health, that we were going to have to bring him with us on the trip because he could not be left alone and we could not afford/find a caregiver that would be willing to care for him for almost hours, since we were now required to spend all

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Sorry, it has taken me a couple of days to get back with you. With our Haunted House just ending this past Saturday night, I have gotten a little behind on everything. In response to your email on a complaint from a person, I cannot find an order for any gift certificates that was purchased in that...

name. Unless they were purchased in someone else’s name? I did find only (2) $200.00 gift certificate orders in December of 2015. They were both for (2) 8 hour paranormal investigations that we offer here, March - August of each calendar year.  It does state that these gift certificates are for that season only, which in this case would have been our 2016 tour & investigation season. They also state that the certificates are for what they purchased them for - in this case (2) 8 hour paranormal investigations. The gift certificates all state: NO REFUNDS/NO CASH VALUE.  Once the guest make their reservations, they can be rescheduled if we are given at least 2 weeks notice & if we have somewhere to move them to? Or they can sell there reservation spot to another party. But again, there are no refunds & no cash value.  All of this is made very clear, on the certificates & on our website & also to the customer if they call in.  These investigations are scheduled with limited openings, once they fill, they are full. We are holding that reservation for those guest. If we know in advance, a guest cannot make their reservation, we can most likely move them to another date & open that spot up for other waiting paying guest. But, we do not & have never offered cash value off of a scheduled reservation that, missed their reservation to be use on merchandise. Again, they held (2) spots of booked reservations, that we could have opened up for other paying guest. I do understand that things do happen & cannot be helped. I’m not sure what to do to resolve this situation? Allowing merchandise to be purchased or a reschedule with missed reservations funds, is the same as a refund. And again, we could have placed other waiting, paying guest in these limited reservation spots. It seems this customer knew his mother could not withstand an 8 hour investigation, but, purchased & scheduled it anyway. This person also stated, that he was told he could use the balance of a scheduled missed reservation, on merchandise. No one would have ever told anyone that.  If we would known ahead of time, we would have gladly done our best to reschedule for what the gift certificate was purchased for. In this case (2) 8 hour paranormal investigations. If a guest schedules an 8 hour investigation & cannot stay for the entire 8 hours, and say, they leave in 4 hours. They cannot use the remainder of that time - in funds to purchase merchandise.  We want each & everyone of our guest to be happy & enjoy their visit with us here. We limit our tours & investigations, so everyone can enjoy them.  All rules & requirements are stated to be read & agreed upon before purchase.

I have spoken with Mr. [redacted] & we have worked everything out & everything is fine. Happy Holiday’s  [redacted]