Ugh how would you answer this??

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Baygirl's picture
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05/26/2009

So this couple stayed last night at our place... Mother bought them a room with the romance package.  Long story short... Mother had called and left a message saying she wanted to make a reservation.  An hour later a reservation came over online, so I didn't feel the need to call her back.  She never mentioned  in her voicemail she had questions or mentioned she was getting a room for someone else, just she was calling to make a reservation.  This was also the only voicemail she had ever left even though she states she had tried to reach us several times.  We have been closed for 3 weeks, which our answering machine stated when someone would get it.  

Her daughter stayed, seemed to enjoy the stay, came for breakfast and even made it a point to say goodbye and that they would be back.. Wrote in the book in the room as well what a wonderful time they had.  Then................. I get this email from the mother.

Things have been dotted out to keep it confidential.  It has bothered me all night and I am waiting until tomorrow to deal with it.  Thought I'd toss it out to you guys to see if you had any suggestions on what to say to her.  Put it this way, I have plenty that I want to say, but... we also know in this business we have to bite our tongue.  

Hi my name is .......... My phone number is ........ I live in
........ and purchased a night at the lodge for my daughter and her
husband,. We got them the honeymoon suite
because they are trying to have a baby and heard it was very romantic. I
was disappointed though because they were. They said it was too cold to
do anything outside so they wanted to stay in and get cozy with the tv
but there was none so they left and went to the movies and then dinner
and went back to spend the night at the lodge. I made numerous attempts
to call you with no results so I just booked it on the way it looks. It
was beautiful she said and breakfast was amazing but they heard everyone
else and actually were afraid to be romantic because she said everyone
could hear them. I feel I let them down for their special day and spent
a lot of money for them to go out and spend more to have somewhat of an
enjoyable night. I feel it would have been more rewarding to have gotten
a local motel with cable and a pool and saved over 100 dollars. You
don't seem to be able to get messages on the phone so I am writing to
you to let me know how disappointed she was. My daughter is a math
teacher and works so hard, I just wanted her to have a great night and
she did not. Thank you, .......................

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and who knows what they did anyway, butt out MOMMY DEAREST. haha

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06/24/2008

Joey Bloggs wrote:

and who knows what they did anyway, butt out MOMMY DEAREST. haha

yes

seashanty's picture
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06/02/2008

i would not answer again.  are you anticipating an attempt at a charge back?  sorry about this.

imagine telling your mother, 'mummy, we are trying to get you a grandchild but we were afraid other people would hear us being romantic' ... jeez

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10/07/2008

I have to add one more thing.

Congratulations Baygirl, this is a new one for us.

You are now in possession of the PITA baton for the time being. The trick is to pass it on as fast as possible, ever play hot potato as a child?

and lastly, are we all thankful we do not have a mother or mother in law like that? Yes we all have our own issues, but setting up a hot night for sex is not one of them.

Baygirl's picture
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05/26/2009

I'm going to try to put it behind me, but you know it won't be as easy as saying it.  The response is out there and I'm hoping she doesn't respond to my email.  I wanted to say have your daughter call me, but felt she would throw the you didn't call me back in my face.  I think it  is pretty weird that she actually tells me what the plans were for her daughters stay in an email.  It's just plain creepy.  I went back and looked in the book this morning to see what the daughter wrote and she said what wonderful stay they had and that the place was so quiet, loved how welcoming we made them feel and enjoyed the breakfast.  They also made it a point to seek us out before they left to say thank you.  I think if I were that unhappy with the experience I would have just left and not put anything in the book.  

This makes me think it's just the mother being upset that she paid and planned for a night for her daughter to have sex and create a grandchild and her plan backfired.  Oh well.  I can keep hashing over it but it won't do me any good.  It's a beautiful day outside and we have a new puppy to keep us smiling.  

Happy Monday......It's a new day!

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06/24/2008

Do your best to discard this from your mind.  This woman is one trying to get a refund - or something.  People that are unhappy do not take the time to write something nice.  They just don't write at all. 

I can not begin believe the daughter told the mother all these things...  they could have gone out to a movie etc., that would not nix a romantic night if that is what they were intending. 

And another TMI - a guy called us on his 1st anniversary to tell us they had wanted to come back to celebrate but they believe she had conceived while staying here and they had a 3 month old. 

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copperhead wrote:

Do your best to discard this from your mind.  This woman is one trying to get a refund - or something.  People that are unhappy do not take the time to write something nice.  They just don't write at all. 

I can not begin believe the daughter told the mother all these things...  they could have gone out to a movie etc., that would not nix a romantic night if that is what they were intending. 

And another TMI - a guy called us on his 1st anniversary to tell us they had wanted to come back to celebrate but they believe she had conceived while staying here and they had a 3 month old. 

I am not a dog breeder and never had one bred specifically, but when I worked with a gal who had shar-pei dogs, she explained when she brought the female to the breeder, and what went on, if you know, then you know what I am talking about. But it grossed me out. I am picturing this mommy dearest, well you know the rest of the story.

PS edited to add, I thought you put the dogs together to run around in a paddock and fall in love...or lust. I never knew the rest of it.

Joey Camb's picture
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you know what i think? she is one of these serieal complainers and just wants you to offer a discount its that simple - bossy people with not enough to do - I would perhaps have said if your daughter had these problems could she please contact us directly.

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Madeleine's picture
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09/29/2011

I would have had to copy out the comments in the guest book in my email and then asked, 'Is this your daughter? This is what she said to us, not sure why you got a different story.'

We have had guests tell us their grandchildren were conceived here. TMI.

I guess I would have had to add to my email back that unless it's PPV porn, not many people need a TV to make love.

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10/07/2008

Baygirl, I have to say it is very icky. Sorry you had to worry about that all night and probably ruined your week.  The reason she was embarrassed as the mother set up the whole breeding session and paid for it! 

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05/22/2008

WHat???? Give me a break. These people are adults. If they enjoyed their stay and that's what they told you. Then that is all that is needed. You don't have to report back to anyone.

gillumhouse's picture
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05/22/2008

They heard everyone else? Heard what? Talking? Laughing? Screams? How comfortable could it possibly have been for the daughter knowing that Mommy sent them here to be sure to home with a grandchild on the way! How romantic could THAT have been? Getting cozy with the TV was not going to get her that grandchild............ And pressure from Grandma Wannabee certainly will not help.

Hillbilly's picture
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10/22/2011

If the note was nice they left in the book, you could scan that in as a starter. People do not write in those if they are unhappy.
First off its kinda creepy the mom and daughter are talking together about how much noise the daughter has during sex...

1) Explain to her you were closed for three weeks and if she was unclear about the room having a tv or not, she should not of booked.
2) Surprise or not, the daughter should of been in on choices for lodging. Some properties are great for some and not for others. Example: tv's no tv's
3) Did the daughter ever come and ask for a tv? I'm sure you would of provided one if they asked.
All properties have had noise issues now and again. Even hotels.
I hate it when people send emails like this. It gets under your skin and it feels like someone is beating up your kid. I'm sorry you are having to deal with this. Every innkeeper has and will have more. I have found sleeping a few nights on it will help.

FOR ALL YOU NEW INNKEEPERS LISTEN UP!!!!! Do not respond to complaint emails when you are mad!!! It will bite you. Also, do not say what you really want to say! Doesn't mean you can't throw a jab or two. Just keep it professional.

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Baygirl's picture
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05/26/2009

Suggestions greatly appreciated.  I want to get this over with tomorrow and put it behind us.

Baygirl's picture
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05/26/2009

Here's what I ended up sending her this morning..  

Good morning .......,

First, let me apologize for not returning your phone call.  The lodge was
closed for 3 weeks and when we returned I received one voicemail from you
saying you would like to reserve a room.  Shortly after receiving the
voicemail, an online reservation came across so I felt you had found all
the information you needed on our website and made the reservation.

After I had checked ....... and ...... in, my husband and I were available
all evening if they had any questions or concerns regarding their room.
If they were dissatisfied with any part of the lodge I certainly wouldn't
have known from our conversations with each other and had I known, I
certainly would have done everything on my part to help make their stay
more comfortable.

We never like to hear a guest has had an unpleasant time at our lodge, i
do wish they would have given us the opportunity during their stay to make
things more comfortable.

Sincerely,
........

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