Hello,
I have to say, given the complete story, I’m very surprised by this review and feel it’s a misinterpretation of what happened. On September 8th at 5:40pm, (which was a Saturday), Brianne called me while I was driving to let me know that as you were on your way out to dinner, you had reported earlier that your bathroom light switch was warm to the touch and you were very upset about it. She also told me that our in-house maintenance staff member responded right away, but wasn’t able to fix it himself. Brianne told you that we’re going to do everything we can do to get it fixed right away. I called our contractor, who at 6:03pm…just minutes later on a Saturday evening sent me a text letting me know that his electrician was on his way. By the time you got back to your room that night, the light switch had been replaced and was fixed.
Brianne absolutely did not tell you that we couldn’t move you to another room because there wasn’t another room in your price range, nor did she tell you that you don’t spend all day in the shower anyway. Brianne would never be dismissive as you describe. Brianne and I have met about this review and we both clearly remember the details. She told you that the hotel was completely sold out, which it was, and she was offering to move you to another hotel (on us), if you would be more comfortable. Not only does our internal system show us being sold out that night, this is also my memory of the night. We would ALWAYS, move a guest to a different type of room, regardless of what they paid, if there was an issue with the room they were in...always.
We tried numerous times to make these issues right with you, including giving you a very generous credit on your bill, apologizing, pressuring our contractor to get an electrician here right away on a Saturday night, and offering to move you to a different hotel.
All exterior carpets in the hotel are brand new, since you were here. Admittedly, they needed to be replaced. They look great now.
The most egregious part of your comments, is your insinuation that our reviews aren’t real. Our reviews are real. Our strategy over the years, has been to blow our guests away with an amazing and unique hotel experience. I’m the first to admit that we’re not for everyone, as is the case here, and that’s fine. But we’re good and well-intentioned people who truly want to do a great job for our guests and create lasting memories for everyone. To read this review, knowing what we try to achieve every single day, is disheartening to say the least. I wish you would have loved us, and I’m sorry that we failed you in that regard.
Sincerely,
Darren Ross
