BridgeView Resort We extend our heartfelt apologies to all our esteemed guests who experienced an unfortunate disruption during their stay at BridgeView Resort on Tuesday, August 8th. We understand the frustration that can arise from such situations and are dedicated to addressing your concerns in the best possible manner.
The incident in question stemmed from a misunderstanding regarding room reservations. A guest had anticipated a different room configuration than the one they had booked. To mitigate this issue, we took immediate action by clarifying the various room types available on Expedia, where the reservation was made. We presented the guest with their reservation confirmation email, which clearly indicated a booking for a "Luxury Room, 1 Double Bed," as depicted in the middle image below. Regrettably, there was a misalignment of expectations as the guest had anticipated the layout of a "Premium Suite," complete with a living room and bedroom area. This particular reservation had been initially made through a third party but was subsequently canceled by said party. We provided several incentives to the guest but unfortunately the guest threatened to leave bad reviews on social media if we did not meet her demands.
At BridgeView, we are unwavering in our commitment to delivering a seamless and delightful experience for each of our cherished guests. Our booking process is meticulously designed to ensure accuracy and efficiency, harnessing advanced technology to seamlessly manage reservations with minimal manual intervention.
We sincerely apologize once again to those affected by this incident. Your presence at BridgeView Resort is highly valued, and we remain steadfast in our dedication to providing an unparalleled experience.
We extend our gratitude for your understanding and continued support.
For further information or interview requests, please do not hesitate to contact us at [0548311891/0595525333].
Source: Peacefmonline.com
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All these explanations and justification does not hold water....... The question is, did the manager do all that the complaint captured or not? Service in Ghana is very bad just because it will be swept under the carpet due "fa na Nyame" syndrome..... Your explanation kwraa is rather giving credence to the client's complaint!! If you are genuinely sorry for which you want us to believe, we should be seeing or reading some effort being made at reaching out to the aggrieved clients who were virtually driven away by the un-cultured, unprofessional and customer unfriendly self acclaimed manager. Shame on you and your hotel............. Will advice you send your manager to some Customer Care/services school to be re-oriented into how important a customer and how to professionally handle an aggrieved customer and to even win him/her over.......... The manager and all those who dealt with this customer SHOULD BOW THEIR HEADS IN SHAME!! Customer service should be customer service...................................