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Wine Valley Inn & Cottages

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Wine Valley Inn & Cottages Reviews (7)

MrO***, We take great pride in providing clean rooms and great customer service Since you truly believe that these small specks of "blood" defied science and stayed red over hours, I will honor your request for a full refund

Our staff did verify that there were blood stains or some sort of red stains in MrO***' room when it was reported to the front desk. Our GM did return during her hours and comped one night.
MrO*** was seeking a full refund, and it was explained to him that he did stay the 2nd night on his own will, and this was agreed upon. This room was cleaned by one of our senior housekeepers that does a very good job. We verified with her that she had no cuts, and she did not have a nose bleed during her shiftIn my personal opinion, I find it difficult to believe that our housekeeper did not wipe down the tiles, did not notice the stains on neither the carpet or the top sheet. Also, our sheets are washed after each guest checks out as well. Furthermore, if this was blood and it has been over hours since the housekeeper cleaned the room, the color of the blood would be brown. I felt that the staff handled this properly and fairly. I am attaching the pictures that were provided to me for your viewingSincerely,
C***

Complaint: 11494095
I am rejecting this response because:
Regards,
C[redacted]
You have no business being in the hospitality service industry.  The second room was also dirty as I pointed out with dirty pillows, that your service people also acknowledge. judging by Yelp reviews you had this issue (with blood stains) on the same month, lots of complaints from other clients about the cleanliness of your property and rooms, but all of that does not compare with how you handle issues, any reputable property and business will be understanding that one night out of two will ruin the complete weekend, worse when you think about having walked on top of blood for 12 or 14 hours until we noticed, perhaps think about if that happens to you, certainly you are looking only at your bottom line and not the comfort and appreciation towards your clientele, comping 50% is not acceptable for this kind of service/problem.  I will never refer your business to anyone, and I will make sure to communicate to others my experience to avoid anyone else booking a room with your company.  You seem to be absolutely unaware of the consequences of giving bad management and bad handling of a situation.  First and last experience with your hotel, I guess the $275 you charged me a financial need so you can keep the doors open to provide bad service to more clients.  Absolutely unacceptable, I request one more time all my money back immediately, by the way, I dont see a hint of apology on your response as I see now we are the ones at fault by your accusations and not accepting that the room and bed cover were dirty with blood.

Mr. O[redacted],
We take great pride in providing clean rooms and great customer service.  Since you truly believe that these small specks of "blood" defied science and stayed red over 24 hours, I will honor your request for a full refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11494095, and find that this resolution is satisfactory to me. 
we will check for our refund to our card
Regards,
C[redacted]

Review: In September of 2013, I made reservations with this hotel for January of 2014. My credit card was charged $1,000 at that time to secure the reservation. On November 8th, I contacted the hotel to attempt to modify the reservation and was treated extremely poorly, disrespectfully and condescendingly by Francis, the desk clerk. Upon being treated in such a terrible manner, I contacted Sandy, the general manager and elected to cancel the reservation and request a full refund. She informed me that the refund would be issued upon receipt of the appropriate information (reservation number, credit card number etc...) which I provided November 13th. A week later, I have received no refund, no return call, and no information regarding my $1,000 deposit refund. I contacted Sandy again on the 19th to check on the status of the refund and I was informed that the hotel was undergoing ownership changes and that it was out of her hands. Additional phone calls have been avoided and requests for a return phone call have been ignored. Additionally, she refuses to provide contact information to the responsible owner parties.Desired Settlement: The only acceptable resolution would be to receive a full refund of my deposit for being treated with such disrespect and disregard. Disreputable information should be publicly available to anyone who seeks information regarding this business on Revdex.com's system so that others will not suffer the same circumstances.

Review: I booked a reservation at this hotel on booking.com. The room I reserved was 3000sq and supposed to be on the top floor. When I checked into the hotel the room I received was on the bottom floor and the size of a large closet. The staff informed me the hotel was at full capacity. After acknowledging the information on booking.com was incorrect, the hotel refused to issue me an refund for the terrible stay. Alongside, the heating unit was broken making loud noises all night. The manager of the hotel refused to talk to me and acknowledge any wrongdoing.Desired Settlement: Full refund

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Description: HOTELS

Address: 2323 E 28th St, Lorain, Ohio, United States, 44055-2003

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