ComplaintsforChase on the Lake Resort Hotel

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been going to Chase on the lake spa for many years and sent many people to the spa. Purchased gift cards and was not able to use them through the covid years because they said the machine could not read it. I paid for the multiple visits with a credit card and know they are saying they won't honor them from a previous owner that filled bankruptcy. I feel if they are purchasing the hotel they should honor the gift cards that come with it.

  Business response

  12/26/2023

  Dear *****,
  
  
  Thank you for raising your concerns with the Better Business Bureau regarding the use of your gift cards purchased prior to our ownership of Chase on the Lake ******* sincerely apologize for any inconvenience you have experienced in this matter.
  
  
  As the new owners of the ******* were not compensated for any outstanding gift cards sold by the owner who sold you your gift cards, that owner subsequently filed for bankruptcy. Regrettably, this includes the gift cards you purchased from them.
  
  
  We understand your frustration and disappointment upon learning that we are unable to honor the gift cards from that owner. While we sympathize with your situation, we are currently unable to provide alternative options to accommodate your request.
  
  
  We greatly value your patronage over the years and want to assure you that we appreciate your loyalty. We encourage you to continue supporting us as we work diligently to enhance our services and provide the best possible experience for our customers.
  
  
  We appreciate your understanding and hope to have the opportunity to serve you better in the future.
  
  
  Thank you for your understanding.
  
  
  Sincerely,
  Chase on the Lake Resort & Spa

  Customer response

  12/27/2023

   I am rejecting this response because:
  
  As a business owner myself I understand that you cannot get anything back from previous owner . I have experienced the same situation when we purchased our resort. In our situation we chose to honor any deposits and gift certificates to keep the loyal customers that came with the business. I have been a loyal customer  for ten years and I send a lot of customers from the resort. I come around six times a year and I also bring family and friends with everytime. I am disappointed that a loyal customer does not mean anything to you. I will use the gift cards my kids have given to me recently, not sure how I feel about using your facility after that. Will most likely find somewhere else to go with my family and friends. It will be a disappointment if we don't work this out.

  Thank You,

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

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