ComplaintsforThe Grand Magnolia Ball Room and Suites
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Complaint Details
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Initial Complaint
08/07/2024
- Complaint Type:
- Facilities Issues
- Status:
- Answered
Gas leak over night during our stay. Help staff & owners admit to knowing about it. Owners claim it was resolved 2 days prior. Help staff claims it was never addressed to begin with. Had to evacuate hotel ************ fire department ourselves as the owners would not answer & no staff stays overnight.Business response
08/08/2024
The Grand Magnolia was aware of the gas leak and had our maintenance supervisor attending to the issue. Our one employee, referred to as "help staff", was unaware of how the situation was being handled after informing us of the smell because it is not her job to deal directly with our maintenance supervisor. After this incident, we confirmed with the supervisor that a part had been ordered and was in the process of being fixed. We did question him as to why the gas had not been turned off until the problem was fixed to which we are addressing internally. We never claimed that the issue had been resolved, we only confirmed with the guests that we had our maintenance department handling the situation. Two of the owners did wake up to missed calls and text messages from our guests around 12:30am the morning the fire department was called. We are thankful that no one was harmed and the situation was addressed but of course regret that anyone was inconvenienced while staying at our boutique hotel. We would never want or intend for any of our guests to have to deal with an emergency situation such as this but understand as an owner of two service style businesses that some things occur which are out of our control.
The Monday after this incident, we spoke with the client who expressed her disappointment and requested a refund for the evening of the incident. We assured her that the last thing we ever wanted to happen to her at the Grand Magnolia was what she went through and told her that we would be issuing her a refund for the price of one night included in her off-season package purchased. This has all been addressed with the client and we were in the process of resolving things until we were threatened with legal action yesterday (8/7/24) and on the advice of our own attorney's stopped all direct communication with the client.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.