I sent my letter on Friday to the lodge, and then I cc’d the same letter to the managing company (you book through the company to stay at the lodge).
Yesterday I received an email from the President of the managing company:
Good afternoon Mrs C,
Thank you for your letter, which I received from our office a few minutes ago.
First of all I would like to congratulate you and your partner to your marriage – truly an exciting part of the life.
Secondly I would like to thank you for the very positive words you shared about your stay at ___________ Lodge. Unfortunately we seem to have a challenge in our flow of communication, for which I sincerely apologize to you.
I will look into the details of the incident to make sure that we can learn from your experience and fix it for future stays. Please allow me until tomorrow to get the details from our team at the ____________ Lodge.
Again, thank you for giving us the opportunity to correct this situation and please accept my apology in this matter.
I will get in touch with you by tomorrow.
President & C.O.O
and then last night I received this:
Good evening Mrs. C.
As indicated in the earlier email of today, we had an opportunity to look into your comments.
Thank you again for giving us the opportunity to fix our mistake. We sincerely apologise for our shortcoming during your stay and we will refund the remaining amount that was charged to your credit card.
Further we would like to invite you back for another stay with us to make sure you only have great memories about the ______________ Lodge.
Please accept this as our apology.
______________, our Rooms Division Manager (copied in this email), will contact you tomorrow to arrange for all the details.
Thank you for staying with us, and thank you for giving us another try.
I’m pretty satisfied with this. I think now I can go ahead and review them on yelp & trip advisor. Although I’m not quite sure how to review a situation like this…. hmmmm…