ComplaintsforHistoric Water Street Inn

• Initial Complaint

  09/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stayed at The Water street in August 29th-31st, 2021. With my reservation I added the bed, breakfast and dinner package. Check-in was smooth, the front desk agent was friendly. However once in the room and we settled in we noticed some cleaning supplies left in the bathroom, we thought no big deal things happen. Then I got into the shower and half way through my shower I noticed quite a few strands of hair, no big deal I thought I'll mention it to the front desk when we head out so someone can come clean again. The next day we go for our dinner, unfortunaly most of the items on the specialized menu my we didn't eat. They were accommodating and let us substitute from the regular menu. Once the main course arrived it was inedible. We had to leave and go somewhere else to eat, because of this we decided not to eat their breakfast. There were other things found in the room that I chose to ignore so our stay wouldn't be ruined. I have left several messages for the manager with no response

  Business response

  09/22/2021

  We apologize that this was your experience with the Water Street Inn and ********* Irish Restaurant. We admit that your stay was not perfect, however our staff and management has been trying to make this situation right every step of the way. We strive to allow each and every guest that enters our building to have an amazing experience with us. We have offered numerous service recovery options for you and your wife to enjoy during your stay or at a future date of your choosing. By denying us the ability to make the situation right has left us with no more options, if you are willing to take us up on anything we have offered you we would be happy to resolve this. 

   

  With Hospitality,
  
  
  
  
  
  
  
  
  *****************
  General Manager
  
  

  Customer response

  09/23/2021

   I am rejecting this response because:
  
  
  I was contact yesterday for the first by *******************, only because this complaint was received. He offered for us to come out on a week night to have food from the resturant on a specialized menu created by the chef who had an issue preparing the regilar menu items. I have yet to receive a call back from the general manager. Quite frankly you have done the absolute bare minimum. The only resolve I am willing to acctept is either a refund or a stay without food equivalent to the amount of money we spent at your establishment. ***** I am extremely disappointed in your customer service, as this could have easly been resolved weeks ago when your front desk agent updated you on our requedt at check out.

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