Inn on Broadway

This letter is in response to the complaint submitted against us on 1/3/regarding a refundfor a fireplace issueThe guest did stay with us for two nights in a luxury room purchased and prepaidthroUgh ExpediaThe guest did check out on New Year's Eve and wasn't able to be contacted until1/3/because we were closed for the holidaysThe guest emailed me letting me know she had anissue with the pilot light that kept going off in the fireplace.! did email her letting her know that ourfireplaces are temperature controlled and do turn on and off depending on how hot or cold it does getin the roomThe pilot light does go on and off due to the draft in our fireplaces given that our fireplacesare gas fireplaces that turn on manually and our building was built In the 1900'sWe do have guestinformation books in all rooms that do have instructions on how to turn on and off the fireplace and tocall down if any guest is having troubles with the pilot lightMaintenance did check the fireplace afterthe guest checked out and there was no issue with itI did apologize for the inconvenience and the factthat someone showed her how to relight the fireplace, but our guests do or can get down onto the floorto turn the fireplace on or off manually as mentioned in the guest bookI contacted the owner and hesimply asked me to email the guest explaining all of this and offering no compensation as this is how ourfireplaces do work knowing our building is a historical buildingPlease let me know if you need anythingelse moving forward.Thank you,Samantha ***Hotel Manager at The Inn on Broadway

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I have read the response provided from the Inn on Broadway regarding my complaint. I disagree with the comment that there was a booklet in the room with information on the fireplace on how to light it. There was no information in the room in regards to this matter. My complaint is that if the Inn on Broadway is well aware that the building they reside in is old and drafty, and the fireplaces are powered by gas and have a tendency of having the pilot blowing out due to draftiness, then they should state that information on their website. If I had known that information ahead of time I would not have made a reservation at this particular hotel. When individuals decide to make reservations at a hotel they are planning for relaxation and expecting for amenities to be take care of for them as part as the customer service of the hotel. Regards, [redacted] ***

This letter is in response to the complaint submitted against us on 1/3/2018 regarding a refundfor a fireplace issue. The guest did stay with us for two nights in a luxury room purchased and prepaidthroUgh Expedia. The guest did check out on New Year's Eve and wasn't able to be contacted...

until1/3/2018 because we were closed for the holidays. The guest emailed me letting me know she had anissue with the pilot light that kept going off in the fireplace.! did email her letting her know that ourfireplaces are temperature controlled and do turn on and off depending on how hot or cold it does getin the room. The pilot light does go on and off due to the draft in our fireplaces given that our fireplacesare gas fireplaces that turn on manually and our building was built In the 1900's. We do have guestinformation books in all rooms that do have instructions on how to turn on and off the fireplace and tocall down if any guest is having troubles with the pilot light. Maintenance did check the fireplace afterthe guest checked out and there was no issue with it. I did apologize for the inconvenience and the factthat someone showed her how to relight the fireplace, but our guests do or can get down onto the floorto turn the fireplace on or off manually as mentioned in the guest book. I contacted the owner and hesimply asked me to email the guest explaining all of this and offering no compensation as this is how ourfireplaces do work knowing our building is a historical building. Please let me know if you need anythingelse moving forward.Thank you,Samantha [redacted]Hotel Manager at The Inn on Broadway

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have read the response provided from the Inn on Broadway regarding my complaint.  I disagree with the comment that there was a booklet in the room with information on the fireplace on how to light it.  There was no information in the room in regards to this matter.  My complaint is that if the Inn on Broadway is well aware that the building they reside in is old and drafty, and the fireplaces are powered by gas and have a tendency of having the pilot blowing out due to draftiness, then they should state that information on their website.  If I had known that information ahead of time I would not have made a reservation at this particular hotel.  When individuals decide to make reservations at a hotel they are planning for relaxation and expecting for amenities to be take care of for them as part as the customer service of the hotel.   
Regards,
[redacted]