ComplaintsforBerlin Resort

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  About seven years ago my husband and I stayed one night at the Berlin Resort in Ohio with our grandchildren. We became concerned when in the beginning of our stay in the room we encountered, at different times, 3 cockroaches scrambling about. The front desk was notified when on the last sighting my husband captured the third of the critters, that were terrifying our grandchildren, and put it in a cup which I took to the front desk to show them and request another room. I was told there were no other accommodations available, so we had no choice but to remain in that room. Other than the issue with the roaches, it is a nicely suited resort for children, with a kid's miniature village, golf putting area, indoor pool and movie theater. So several years later I called to reserve a room to take 2 other grandchildren and was shocked to hear I'd been put on a "do not reserve" list! That was 2 years ago. Apparently they did not care for anyone bringing to their attention the roach issue they were dealing with. I called the hotel this past June, 2022 and was able to reserve a room, stayed there 2 nights on 6/12 and 6/13 and had a wonderful time, other than twice in the middle of the night having to leave the room, once due to a tornado warning and 2 hours later for a fire alarm, all certainly out of the control of the hotel. We helped another couple in the pitch dark to find their way outside. I called the hotel today to reserve a room for this coming week and was put on hold. The hotel clerk, Sarah, never came back to the line. After hanging up, I called again a while later, and was told I am on a "do not reserve list!" After having just stayed there 2 months ago! This is not right on so many levels. We've stayed at numerous hotels across the country and abroad with never the slightest issue and the action of this hotel to put us on a "list" to be unable to stay here is unjustified. I requested today that the manager call me when she arrives at 2 pm but she will not call

  Business response

  08/15/2022

  This guest was placed on the "Do Not Rent" list due to problems encountered during their stays. We would never put someone on a do not rent list simply because they experienced an issue with bugs. It is clear that there were unpleasant exchanges between the guest and employees on their first visit. This past stay, we received several complaints about the guests from other guests including the children causing problems during breakfast, taking food and dumping it in the trash without even tasting it and being loud and causing discomfort with other guests. We also had complaints about the kids being loud and disorderly in the lobby as well as in the room. The room was in unreasonable disarray after they left. Several employees reported that the guest was rude to them and found a problem with everything. I witnessed an exchange with the front desk myself in which the kids were running all over the lobby making a lot of noise and the guest was not short and rude with employees despite employee's efforts to smile and be kind. The complaints and discomfort from other hotel guests are what prompted management to put them on the "Do not rent" list a second time. It is important for us to maintain a peaceful, family-oriented environment in order to ensure the comfort of all of our guests as much as possible.  Our decision does not affect the guest whatsoever in making another trip to ***** Country. I believe that the guest's complaint to BBB and demands for calls and justification demonstrate our point that we have had difficulties in peacefully navigating a healthy hosting/guest relationship. If we have been unable to provide a peaceful and pleasant stay for them, it is hard for me to understand why they would even want to stay here. Because both stays which were several years apart resulted in management feeling that a return trip was inadvisable, we believe that not hosting the guest a third time is the wisest action. **** ****r, GM

  Business response

  09/07/2022

  I was asked to retract my statement so I officially retracted it. I am not pursuing any avenue to besmirch anyone's family name. There is nothing published or shared with others. I simply do not believe our property is a good fit to meet this person's needs and would respectfully request that they choose another one of ***** Country's many lodging options. Just through this correspondence alone, it is obvious that Ms. ****** is not happy with us. I do not see how bringing her on property is going to be a positive experience for her or us. I do not wish to cause her, her family or our staff any discomfort. I think they would enjoy their visit to this peaceful area of Ohio a lot more if they just started on a clean slate. It seems as though our business relationship is already tarnished through all that has transpired. I wish her and her family well but would prefer to go our separate ways. It is very confusing to me why Ms. ****** would want to come here when she is so upset with us. It seems like we would be setting up all involved for further frustration. 

  Customer response

  09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear Ms.*****,
  
  The relationship you claim is "tarnished" would be of no fault on our end... We did nothing wrong to deserve being placed on your "do not rent list." We were on your property 3 months ago in June and had a very nice time, wonderful conversations inside and out with other guests, and pleasant interactions with employees from the time we checked in to departing the morning after the tornado warning. 
  
  As for being upset with the hotel's "do not rent policy" regarding our family, anyone would feel the same, if this baseless condition was put upon their family. And to address why we would want to "come" there, I think it's quite obvious as to why our grandchildren or any children enjoy staying at this property. It would be difficult and heartbreaking to explain to a child that our family is no longer allowed to stay there. Our oldest grandson who is 20 now said that he would one day like to have his wedding there. Having a different last name, he and my daughter's family would have no problem staying there, yet his uncles who are my adult sons, other family members with our surname and my husband and myself would not be allowed to stay on your property. 
  
  There would be no "discomfort" on our end in staying at your hotel. And I see no reason there should there be any with your "staff" which could easily be addressed by you, Dawn.
  
  Retracting your "statement" and the wrongful and incorrect accusations made is meaningless if your policy does not change regarding our family staying at your hotel.
  
  Mrs* ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩