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Business Profile

Resort

Severn Lodge

This business is NOT BBB Accredited.

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Reviews

Customer Review Ratings

1

Average of 1 Customer Review

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Review Details

  • Lynn T

    Date: 20/10/2022

    Lynn T

    Date: 20/10/2022

    On August 5th I made a reservation by phone with Severn Lodge. On August 25th I received a brief message from someone telling me my reservation was cancelled, no name was given, or a contact number, apology, or explanation. This ruined my holiday as it was one portion of my vacation and I was unable to fill this hole with another comparable resort due to the short notice. The assistant managers assertion was that I should be appreciative that they caught the mistake before I arrived to check in.After contacting the assistant manager and general manager at Severn Lodge their best offer to compensate for what happened was a free lunch, a charcutier board in the room and maybe 10% off at checkout, I declined. I then went to one of the owners, *************************, of both Severn Lodge and Santas Village who upheld this offer. I declined again, it does not seem reasonable that I should pay for the companys opportunity to win me back as a customer. To me, their unwillingness to take a financial penalty for what happened that was 100% their mistake communicates this: we do this kind of thing occasionally and don't care much if it happens. Why would they care if making such mistakes cost them almost nothing? Under these circumstances Im not willing to trust my vacation with this company and Im writing this review to warn others of my experience with Severn Lodge and the parent company Santas Village. They have shown a lack of customer appreciation or any value in customer loyalty and do not live up to their assertion to provide the highest level of hospitality as they state on the Santas Village Website.I will not trust my hard-earned vacation with a company like this.

    Severn Lodge

    Date: 21/10/2022

    Hi ****. Please let me start by saying that I do genuinely understand and empathize with the way you feel. I once again sincerely apologize for the cancellation of your reservation. During that time, all of our rooms were reserved for a large wedding, having exclusive use of our property. A technical glitch in our reservation system allowed your reservation to go through and the error to have gone unnoticed. Although I believe the series of events to be a little different then outlined in your review, we are certainly grateful for and appreciate your business. And again, although different from your review, we have offered what we believe to be fair compensation for the situation at hand. We are more than happy to discuss the situation further; however accepting nothing less than a completely complimentary stay unfortunately leaves us at an impasse. I do apologize that this situation has escalated to the point where you feel you need to warn others. Being family owned and operated since **** has created a certain level of hospitality that I believe our guests would agree that we live up to. As you can see from our guest reviews, this is not something that occasionally happens. In fact, it is the first time in my 7 years with Severn Lodge that we have ever experienced a situation like this. We do indeed hope that one day you will have the opportunity to review our property as a resort guest; however we are very happy to hear that you have found what you were looking for with *********.

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