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1863 Inn Of Gettysburg complaints

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516 Baltimore Street
Gettysburg, PA 17325 | Get Directions

(717) 334-6211

http://www.1863innofgettysburg...

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against 1863 Inn Of Gettysburg closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against 1863 Inn Of Gettysburg

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7/18/2021

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

6/17/2021

I booked a room at the 1863 Inn of Gettysburg. I had made the reservation for July 9-11th. I was given an email telling me that my reservation was cancelled because of a declined card. When I made the reservation online the website said that no payment was due till check in so that's why I made the reservation there. I called twice to see why my room was cancelled and see what I could about keeping my room. The first time I called the woman (receptionist)was very rude to me and hung up on me. The second time I called I asked to speak to a manager and see if they could help me. The woman was very unhelpful and screamed at the top of her lungs and cursed at me and she then also hung up on me. This was the worst I've ever been treated by any hotel and will not ever recommend them to anyone. The "hotel manager" needs a serious lesson in customer service. I work in retail and never have I screamed and cussed at a customer. I never got her name but she was absolutely horrible Resolution Sought I need my room back for the weekend and no charge for the way I was treated on the phone. I was clearly upset about the whole situation and they both made it so much worse. Both need an HR meeting to discuss how they are supposed to treat people.

Company Response

7/2/2021

The reservation was cancelled due to a declined credit card. He made his reservation through Booking.com-not the hotel. He decided to choose a rate that was listed as advance purchase-nonrefundable. It stated that his credit card could be charged at any time. That date requires a deposit upon booking. When his card declined we contacted Booking.com to inform them. They advised him that his reservation was cancelled. They cancelled his reservation-not the hotel! He used inappropriate language with my Guest Service Manager and that is why she hung up only after telling him she was not to listen to him cuss at her and she told him the conversation was over. He called back and spoke to me. I explained that I would be happy to make his reservation. however, his credit card would be charged a deposit due to the special event weekend. He said he had no money on his card and didn't want to be charged. I explained again, very nicely I might add, that we always charge a deposit on special event weekends. He started screaming at me! I asked him several times to stop yelling at me! I asked why he was screaming at me and he said because he was upset! I asked again that he calm down. He kept screaming at me! I admit that I did get a bit loud back after I was sick of being yelled at and hung up. It was clear that he was not listening. Not our fault that his card declined! He certainly is not getting a free room! At this time we are sold out. He admits that he was upset and that is why he screamed at me and I will not be subjected to that behavior and certainly do not expect my staff to put up with it either. Especially over something that was clearly his fault! GM

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