ComplaintsforSycamore Mineral Springs

• Initial Complaint

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I stayed here on a promotional package that was sold to me on a promotional rate with a restaurant credit. When we arrived we were told that was a different promotion and we could use the credit towards a spa service. This was different than what was promised. Our room also had bugs in the bed. When we called them they said there was no way due to using an ozone machine. I asked two separate staff members to have the general manager **** to please call me. Instead *** called me the original person who sold me the promotion and said **** was unable to call. The next day I received a very generic email from **** immediately accused me of having mosquito bites. He told me I could have an upgrade next time we stayed at the property. This company does not value first time guests, customer service, or their word. Extremely disappointed and frustrated in the lack of care. I would like a resolution to this matter and a refund based on the incorrect information on the promotional package and bugs in the room.

  

  Business response

  07/16/2024

  We appreciate the opportunity to respond to the concerns raised by G ****** regarding their recent stay with us.
  
  Upon thorough investigation, including a detailed inspection of the room, we found no evidence of bugs present. It's important to note that the unit in question is not designated as pet-friendly, significantly reducing the likelihood of flea presence. Furthermore, prior to the guest's arrival, we utilized an ozone machine known for its efficacy in pest elimination.
  
  The guest submitted a photo showing two bugs on white sheets. However, this evidence is insufficient as we cannot confirm whether the photo was taken on our property.

  Based on our findings and the steps taken, we are unable to issue a refund in this instance. Nonetheless, we value G ******'s feedback and their patronage.
  
  Sincerely,

  Y**** ****

  Front Desk Manager

  ###-###-####

  Sycamore Mineral Springs resort

  Customer response

  07/21/2024

  
  
  Complaint: 21987234
  
  I am rejecting this response because:

  I received a response from Sycamore Mineral Springs through the Better Business Bureau after filing a complaint. The company did not take any responsibility and then had the audacity to accuse me of not submitting pictures from their property. This clearly shows you what kind of company this is not only do they sell you on a package that does not exist. They do not value their clients and customers. I have additional pictures that I can provide and will be reaching out to the health department along with seeking council. You cannot treat your clients and customers this way and think it is acceptable. **** H***** did not do what is right by his guest and now has pawned this on to Y**** ****. I have never met her or had any communication with this person. In addition, the hot tub was filthy and looks like it had not been thoroughly cleaned. This is unacceptable. I am only asking for what is fair some sort of compensation or a refund I cannot believe that this is what you are put through for a resort. 
  
  Regards,
  
  G ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

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