ComplaintsforThe Buxton Inn

• Initial Complaint

  01/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Complaint attached.

  Business response

  02/22/2022

  I would like to start by saying we are a family owned and operated business with a small number of dedicated staff members. Most of our employees multitask jobs within our organization. This unfortunately has become our reality after the COVID shut downs just like many other small business. The first part of January was a ruff time for us due to the spread of Omnicron the  COVID variant. Like many other business we could not stay open without key staff members. Our chef came down with COVID and had to be out for the week of January 10th. Without her I could not open the restaurant. I currently have four people including her that work in our kitchen. Knowing that many guest that stay in the hotel also want to enjoy the restaurant out of courtesy I instructed a staff member to reach out to all incoming reservations for the week to let them know the restaurant would be closed. We gave all guests including the guest that this complaint is from the option to cancel without penalty. This particular guest chose to keep her reservation and stay at the Buxton anyways. Upon checking in she did not mention anything about not wanting to have stay over housekeeping service. I personally as general manager received a phone call from her on Thursday afternoon (the day after she checked in) questioning why housekeeping went in her room. I explained to her that we do stay over housekeeping service for all of our guests. She acted as if she had never heard of what that was. I explained to her that they go in and tidy up the room by making the bed, sweeping the floors, wiping down the bathroom and remove the trash. I also explained that this is standard practice in the hotel industry. She expressed that she did not want this service and I assured her that we would make a notation on her reservation so housekeeping wouldn't come into her room for the remainder of her stay. About 30 minutes later she did call the front desk very upset saying that housekeeping touched all of her personal items and she had to throw them out because they touch them. I have a staff of housekeepers that are experienced and very professional. I can assure you they did not touch unnecessarily her personal items. We explained this to her in great length but she was still upset and we begin to understand that she was paranoid of Covid. It was my understanding from our conversation that she felt that my whole staff had Covid opposed to the one person in the kitchen. Obviously nobody on staff was infected with Covid otherwise they wouldn't have been at work. She did not seem to understand this. We gave her the option of checking out early but she chose to stay the full duration of her reservation. She also has alleged that the fire department had to come in the middle of the night to address an alarm issue. This is simply not true. The fire department would have called me personally as the general manager as well as the alarm company. This is the protocol. The alarm issue was not brought to my attention or my staffs attention until after she checked out. I would also add she was not the only guest staying with us. No other guests said anything about a fire alarm or the fire department coming in the middle of the night. Lastly she is stating that she was disappointed that she could not attend paranormal night. Paranormal night was Saturday, January 15. It was for guest that had booked for Saturday night under our paranormal package. She did not do that. She was due to check out on Saturday morning the 15th. Paranormal night was only available to those guests staying at the hotel on Saturday, January 15. It was not open to non-hotel guests. The guest is requesting a full refund and that request has been denied. She stayed the full duration of her reservation when given the option to cancel without penalty due to the situation at the Buxton. 

  Customer response

  03/03/2022

  
  

  
  
  

  Here is the fwd'd  evidence that i was scheduled for the saturday paranormal nite. They called me tues nite and made me cancel it -- but wouldnt let me cancel the rest of my reservation.

  I

  Sent: Tue, Jan 11, 2022 at 5:00 PM

  Subject: Cancellation

  Your reservation has been cancelled. Please call the front desk with any questions or concerns regarding this cancellation. If you have canceled within 48 hours of a standard reservation or 15 days of a room block reservation the card on file will be charged the full amount.
  

  Guest Information:

  ******* ******

  **** ******** **
  BRECKSVILLE, OH, 44141
  US
  
  Room Name: Main House - Room 8 Suite

  Rate Name: Standard Rate

  Average Nightly Rate: 249.00
  

  Arrival: Saturday January 15, 2022
  Departure: Sunday January 16, 2022

  Confirmation Number: 31834528
  

  Cancellation Number: 1641945590

   

  Cancellation Policy:

  If you should need to cancel for any reason, we do require a 48 hour notice. Notice should be given by calling 740.587.0001. You will be given a cancellation number for your records. At 48 hours prior to check-in the card on file will be charged in full. A paper receipt will be given to you at time of check-in. A $50.00 fee will be applied to the credit card on file for room keys not returned to the front desk upon departure. EXCEPTIONS: The following dates require a 15 day cancellation notice. All Room Blocks (room blocks have a two night minimum booking requirement and guest will be charged for both nights even if staying just one night), Denison Parents Weekend, Denison Graduation Weekend, New Years Eve, Valentines Day, and Fourth of July. Prices are subject to change. Check in times are 3pm to 9pm. If prior arrangements have not been made to check in after 9pm you will not be able to check in and will be charged for the reservation. Check out time is 11am.

  Guarantee Policy:

  A guaranteed reservation assures you of a room. However, the Buxton Inn reserves the right to cancel a reservation in case of overbooking and/or unforeseen situations such as maintenance issues, power outages or natural disasters. All guaranteed reservations require a major credit card and acceptance of our cancellation, guarantee, and booking policies. Any additional Roll away bed are a $20.00 charge to the room rate. Prices are subject to change.
  
  
  
  

   

  Business response

  03/31/2022

  Ms.Moskal has made a number of different complaints over serval months. At times it has been difficult to address every complaint and tie them all together to figure out what is at the heart of the complaint. Now her current issue is about the rescheduling of Paranormal Night. There was three other dates available to reschedule. One was later in January and the other two in February and March she chose not too. In fact she was given the option to cancel her January reservation without penalty and again chose not too. She stayed at the Inn and only paid for the stay from January 12-15th, 2022. 

  
  

  Customer response

  04/07/2022

   

  Do you not get that i booked all those days in a row to conclude with paranormal nite? They should have told me on the first covid call that paranormal was cancelled. They said it was still on. Then less than 24 hrs before i am set to arrive and i am packing the nite before my trip, Stephanie calls me and tells me Sat Paranormal is cancelled. My whole trip was based on that. So no, obvsly i wasnt going to stay saturday anymore bc my event was cancelled but bc of that, i wanted to reschedule the whole trip but she said bc i was set to arrive in less than 24hrs, i couldnt. That was something i should have stood up for myself more on but then once i did arrive, my main complaint is why was there no one working the front desk for any of the days i stayed there in Jan? Why was i charged such a high rate when no one is there? You lied to my bank that i was told the hours. I def was not told of reduced front desk hours. Why are u charging almost $300 a day for no front desk phone? I said when i was there i wanted a refund for the day of the housekeeping debacle due to no front desk. and ive said repeatedly that i wasnt allowed to cancel my trip even after Stephanie called last min to tell me the hotel cancelled the paranormal event i based the trip around.

  I said on the phone when she called the day before my arrival that i wanted to rebook for one of the other dates, but wasnt allowed to cancel my trip. Do u understand that i was called the day before i was to arrive and told my Sat event was cancelled but that because i was set to arrive the next day (weds), it was too late to now cancel the first part of my trip? I said to Stephanie that this sounded awful and she assured me everything would be normal. And i get there and the front desk is closed daily til 3pm. Why am i paying almost $300 a day for that? On top of not letting me reschedule which i should have been allowed to do if you dont even have a front desk! This is abuse that you play dumb about this. I am closing this and taking it to the fed level. 

  Business response

  04/15/2022

  I have responded several times and nothing has changed. Please refer to my prior responses. 

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