Barton Hill Hotel and Spa

Phone Response - we have settled the issue with the consumerThe charge was refunded

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

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 am not and have not asked for any Accommodations of Spa Services and/or Restaurant . I simply asked for Room Accommodations. Given this the fact that the Spa and Restaurant are no longer available is irrelevant . All we were asking for was a room accommodation.  In addition to that at no time did either the Front Desk Manager or the general Manager in our conversations advise that the date I was requesting was a black out date. All they said was that it was there peak time so they were not willing to accommodate the certificate. In fact the Front Desk manager when I stated that If I was to come at an off time they you would honor this responded yes in all likely hood. Clearly the Gift Certificate was purchased as I have it in my possession so it has not been used.  March is not convenient for us and quite frankly I have never had someone dictate as to when a customer can use a gift certificate that has no restrictions stated on it. The day we are asking for is what was convenient for us in our schedules. So to be offered a date in March is not acceptable and we find that very insulting that they feel they must dictate when we can use this certificate. It is not our fault that they bought a company not knowing what outstanding liabilities they had (gift certificates).   Full Remuneration is what is desired and what should be provided to us. The money was spent on the gift certificate and the establishment, while it may be under new ownership is still called Barton Hill Hotel and Spa. Again our expectation is to receive a full refund of the money that was spent($200.00) on this non-expiring, no restriction gift certificate.
Regards,
[redacted]

Phone Response - we have settled the issue with the consumer. The charge was refunded.

On Jan. 07/2016 we received a call from [redacted] (works at [redacted]'s Rest) - she was very upset that we would or could not honor her Gift Certificate (see attached [redacted]) which 'entitled' her to $200 towards room accommodations, The Spa and [redacted] Restaurant, which was dated 12/20/2013...

(with-out an expiration date) and she wanted to book for July 9, 2016 (which is our peak season & a blackout date). My Front Desk Manager and I spoke with Ms. [redacted] with regards to her wanting us to honor said  gift certificate for a stay in July 9, 2016. We explained to her that the previous owner and management company SF Niagara at Barton Hill, LLC took all records, receipts, transactions, funds, etc. during the foreclosure proceedings. As such we have no records on what was actually purchased or sold, nor were the funds transferred to the new owner SHRM Barton Hill, LLC. Additionally, we no longer have a restaurant and the Spa operated independently (we would actually have to pay someone for services). We also informed her that as a courtesy, we had been honoring gift certificates (for accommodations  only) to the 31st of Dec. of 2015. We were willing to accommodate her until the end of March 2016, but she refused stating she needed to stay July 6th, 2016 at which time we advised her that we would give her a 50% discount on the published room rate for that day. She has refused that offer as well. I see that her desired settlement at this time is for a refund for $200 - as stated previously, we cannot refund something we do not have records or collected funds for. We are at this rime unable to fulfill her request for a refund. Sincerely, Gerry R. General Manager