Broken pool, rude staff
The purpose of our trip was to use the heated pool on a hot weekend. When we arrived the pool was freezing, apparently the heater had been "on the fritz" for a while. The clerk said she would contact ... more
The purpose of our trip was to use the heated pool on a hot weekend. When we arrived the pool was freezing, apparently the heater had been "on the fritz" for a while. The clerk said she would contact the manager to get access to the heater.
The next morning the heater was still not working. The pool temperature was 72 degrees, which is much too cold for our infant, cold enough to cause hypothermia. She said she would contact the pool repair company, but it would be a couple of hours before they could come, and then it would take a couple of hours for the pool to heat up. She said she would call up to the room to let us know about the pool repair.
To try to salvage the trip, we asked if we could extend our checkout to 5pm, to give us a chance to give the baby a nap, and visit some other area public pools after they opened. We were told that they would have to charge us an extra night if we stayed past 2pm.
I asked for a refund, or two free nights in the future, since we booked two rooms. She said she would speak to the manager, and that they usually offer 50% off the next stay.
When she called back to the room later, she stated that she stuck her whole arm into the pool, and that it was "not that cold, actually refreshing". I explained that it was much too cold for our infant. We left, and never heard anything else about a future discount. Not that we would use it, we won't be staying there again. less
DLamb-GM, General Manager at Best Western Plus Vineyard Inn, responded to this review
After reading your review I felt the need to respond to you personally, even though my assistant has already done so.
I want to assure you that the pool had not been the fritz for a while" We consider the working order of our facilities as extremely important and, whenever possible, make it our priority to remedy any situation immediately. We have a contract with a professional pool company that maintains the pool and all related equipment on a regular schedule. The owner of the company was here personally on the Thursday before your stay and found everything to be in working order. We had no idea that the heater wasn't working until it was reported to us. As soon as I heard about the situation I called the pool company whose owner was unfortunately out of town. He did spend about 15 minutes on the phone with me trying to troubleshoot but to no avail. He came as soon as he returned and had the heater working within 2 hours. I apologize for all these details and I know this flood of information will not bring much satisfaction to you since the repair wasn't done in time for you to enjoy the pool. Again, I want you to know that this wasn't just some little problem to us that we just chose to ignore. We think too highly of our guests to demonstrate such apathy.
I understand that you had your adorable baby with you and you were excited about being able to spend time with your family in the pool. We completely understand how disappointing that must have been. My assistant feels especially bad that she didn't realize the difference between a temperature when it is in water and the air. I know that she offered you 50% off a future stay but we would like to change that to a complimentary night instead.
On ANY NIGHT OF YOUR CHOICE, simply call the hotel, mention this offer, and then bring a copy of this email when you check in.
We hope to see you again soon.