Fenwick Inn Management has left a new comment on your post "A Letter To The Editor: Fenwick Inn WARNING to you...":
The Fenwick Inn values the needs of every single guest, especially those who are handicapped. As much as we strive to provide the best service and accommodate all of our valued guest's requests, sometimes due to various circumstances, we fall short. In those cases, we always make every attempt to make it right with the guest. When this reservation was made, a request was made for the lowest floor due to handicapped needs. This immediately flagged our staff to preblock a handicapped room for the guest. Unfortunately, the lowest floor we have a handicapped room on, is the third floor and the priority was placed on ensuring a handicapped accessible room was assigned even though it was not on the second floor. Regrettably, on Sunday a bus group checked into the entire second floor, including the 4 king rooms. When one of our staff realized Monday morning that the guest request for the second floor was not possible, she called the guest to inform them that it wasn't available and sadly the guest was very upset and decided not to stay. Simply put, we made a mistake by not giving the priority to the second floor over the handicapped accessability. We have since contacted the guest offering a complimentary stay in the hopes to make things right.
DelMarVa's Premier Source for News, Opinion, Analysis, and Human Interest Contact Publisher Joe Albero at alberobutzo@wmconnect.com or 410-430-5349
There's always to sides to every story.
ReplyDeleteto? Maybe two?
ReplyDeleteSounds like damage control to me. I wonder if the Front Desk clerk was fired over this? Word of mouth rules on the shore. Bad service can make or break a business. I think the customer was right in this instance.
ReplyDeletewhy disabled rooms on 2nd floor and not the 1st floor? they don't have rooms on the first floor?
ReplyDeleteI commend them for at least trying to make it right, even though it had to take a letter to the editor and a post on Joe's blog to get them to do it.
ReplyDeleteor too, too.
ReplyDeleteGood job Fenwick Inn!!! Very fair and good feedback.
ReplyDeleteThe wedding party and family recently stayed at the Fenwick Inn for our daughters wedding!
ReplyDeleteWe had very nice rooms and the staff was super! I did notice that there are several elevators that go from ground floor to the very top, I think it's the fifth floor, where there is a very nice bar and separate Resturant. I also noticed, that no matter what floor you got off it was the same location on each floor. Unless you have a fear of height handicap I would think any floor would work.
Why does a handicapped person need to be on the 1st floor? And in many hotels, the "1st floor" isn't on ground level anyway, there's a couple floors of parking beneath.
ReplyDeleteUnless you have a fear of height handicap I would think any floor would work.
ReplyDeleteJune 12, 2014 at 12:36 PM
Anonymous Anonymous said...
Why does a handicapped person need to be on the 1st floor? And in many hotels, the "1st floor" isn't on ground level anyway, there's a couple floors of parking beneath.
June 12, 2014 at 12:50 PM
some people can't walk very long. obviously you are not disabled or in pain
Too wrongs don't make a right.
ReplyDeleteThis seems to be a case of someone either at front desk or reservations making a mistake and not being able to think on their feet.
ReplyDeleteTo the management of the Fenwick Inn and other places...you get what you pay for...if you pay crap for wages, you get crap to work for you
I'm a bit confused over this whole thing but I do commend the Fenwick Inn for responding. This is proof that the management are top notch professionals. I hold them in high regard and so should everyone else.
ReplyDeleteThis is exactly what the Old Mill should had done when they maliciously and wrongly towed the girl's car awhile back.
3:00 you talk like you're an employee, or maybe the one responsible.
ReplyDelete