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Business Profile

Hotels

Tigh-Na-Mara Resort Hotel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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  • Initial Complaint

    Date:15/08/2023

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

    "Happy to see these guests have rebooked for next summer. "

    Just to clarify, next summers reservation was booked a year ago.   We did not re-book after this issue happened so don't view ***** comment as a sign we are happy with the way this was handled.  

    An apology from ***** would have been nice, but it appears the lack of communication comes from the top down.  Here was their response:

    "We sincerely apologize for the oversight during your recent stay with us. It has come to our attention that there was a lack of communication regarding the credit on file at the time of check-in, which resulted in an unfortunate inconvenience during your stay with us and during the check-out process.

    Please accept our heartfelt apologies for any frustration this may have caused. We acknowledge that this miscommunication led to missed opportunities for you to utilize the $105 Cedars credit ($15 per day X 7 = $105) during your stay. The information that we had at our end was that you didn't dine at our establishment which as of now I am positive that isn't true. We take full responsibility for this oversight and have already taken steps to rectify the situation.

    We are pleased to inform you that a refund for the total amount of $105 has been issued to your credit card, which was used for your payments for your stay at check-out. We deeply value your patronage and strive to provide the best service possible.

    Your feedback is essential for our improvement, and we will ensure that our staff is more attentive to such matters in the future. We hope to have the opportunity to welcome you back and provide you with a flawless experience that meets your expectations.

    Once again, please accept our sincerest apologies for any inconvenience caused and we hope to welcome you back soon for another memorable stay."

     

     

    and nothing could be done.

    Our loss on a $120 meal because the person checking us in forgot to tell us we had a credit on file? ****** ***** **** **** ****** ** the clerk, supervisor and manager didn't even make an effort to make this right. Not even an apology for the error of not mentioning it when the reservation was made, when we checked in or writing it on the keycard holder.

    I first started coming to Tigh Na Mara 30 years ago when I was a kid and this is very aggravating. Nobody seems to care or even make an attempt to make this right for their mistake. "Sorry, there's nothing we can do" with a shrug is all we got.

    What a horrible way to end our family vacation. No responsibly taken from management or a simple apology.

    Business Response

    Date: 23/08/2023

    Good morning.  I believe this matter has been addressed already, as I can see the guest's visa was credited $105 back on August 15.  Not sure where the $120 figure came from, it is $105 for their 7-night say as it is $15/day.

    Happy to see these guests have rebooked for next summer.  Please note this credit may or may not be available next year, this has not yet been decided.  This credit is not advertised or promoted or guaranteed as part of the room rate.  It has been an internal (management) gesture post-pandemic in order to help drive resort guest traffic back into our restaurants.

    Thank you,

    ***

Tigh-Na-Mara Resort Hotel is NOT a BBB Accredited Business.

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