Here is what I sent to the GM of the course -
We played The Bear course yesterday morning (mid September) – the 7:57 tee time. We paid $110 including cart for the round as a foursome. Unfortunately the greens on holes 5, 6, 7, and 8 had not been cut when we got to them. I don’t know what time they got cut later on in the day, but those four had been missed. The greens from 9 on had been cut and were fine. When the marshal stopped by on 7 we pointed out the problem and he went back to talk to the proshop about it. When we saw him again on 10, we were told that “because we had received a discounted rate for the round, there was nothing the shop could do about it”.
I have a couple of significant issues with this.
1) To the best of our knowledge the rate we received hadn’t been discounted. We believed that we were paying the same as everyone else.
2) Whether the rate was discounted or not doesn’t change the fact that the greens were completely unacceptable for 4 out of 18 holes. There had been a heavy dew on Sunday morning and trying to putt uncut greens was practically impossible.
3) The response was simply very strange in a customer service industry. I’m not sure how hard it would have been to say “I’m sorry the greens weren’t cut, we are rectifying the situation, please come talk to us after the round.”
I went in to discuss the problem with the assistant pro at the counter after the round. I was told the same story about the discounted rate. Then when I asked what I should have paid to have all the greens cut BEFORE I played them is was told – “the greens were all cut before you teed off”. So not only do I have no right to question the conditions of the course, I am now also a LIAR??? Really? It was completely obvious to all of our group and YOUR MARSHAL that the greens hadn’t been cut.
When I reacted with disbelief at being called a LIAR and told your pro unequivocally that the greens on 5, 6, 7, and 8 hadn’t been cut – he said that they had gone out and checked 9 and it had been cut. Given that 9 wasn’t even in the discussion I’m not sure what the point of that was – but at no point did he even apologize for calling me a liar. He just kept insisting that we got a discounted rate. I guess that getting a discounted rate means – at your course – that the course conditions are no longer required to be up to standard. Paying over $100 for a round of golf carries a level of grooming requirements that your course didn’t even come close to meeting – discount or not.
The customer service that we received at your course was atrocious. Possibly one of the worst experiences that I’ve ever had at a golf facility. And all because one little man behind the counter couldn’t bring himself to say – “oh I’m sorry the greens were not cut”. If he had offered and apology and perhaps given us $5 per player in the clubhouse, there would not have been an issue and you would have made back the $5 at the bar. But instead he called his customers and his own marshal liars and was a complete jerk.
The net result of the email? The GM emailed me back and said he would investigate. That is it. We will never return to this course despite the fact that it has great views and a great track.
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