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Business Profile

Spa

Founders Inn Spa

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

  • latoya s

    Date: 12/07/2024

    My compliant is with the restaurant within Founders Inn Swan *******. The management there is not customer service trained at all and handles situation without a care in the world. I received rude service from the restaurant manager over asking if I could pay for what I ate which was a quarter of the plate due to not enjoying the food as well as hoping breakfast was still served. It took speaking with three individuals to get no assistance and then the manager did not have to be rude and condescending. If the policy is to pay the full price regardless of my dissatisfaction or how much I ate, then advise that and we can move on, but it took waiting and speaking to multiple people to get this decision. No apologize for the wait which was my time I can never get back and then rather than check me out she has me wait longer for another person when she is the manager who can cash me out herself. Not only did I have to continually wait 4 additional staff members came over to stand by her as if I was a threat. This service was so unprofessional, and it came of* ****** however they would claim it wasn't. I will ensure I let everyone I know to stop going to this place and have this situation posted on multiple accounts on multiple platforms. It is 2024 time to act like we have some intelligence and kindness.

    Founders Inn Spa

    Date: 12/11/2024

    Response to *** ********* ******

    Guest: Latoya S****

    Date of Incident: December 7, 2024

    Location: **** ******* ********** at Founders Inn & Spa


    Dear Better Business Bureau,


    Thank you for bringing Ms. S****** concerns to our
    attention. We take guest feedback very seriously and strive to resolve any
    issues promptly and professionally.


    Summary of Events:

    Ms. S**** visited our restaurant on December 7, 2024, with a reservation at
    11:35 am. She expressed disappointment upon discovering that breakfast service
    had ended at 11 am as we transitioned to our lunch service. This appears to
    have been a misunderstanding regarding our service hours, which are advertised
    as breakfast until 11 am and lunch beginning at 11:30 am on weekdays, with
    brunch served exclusively on Sundays.


    During her visit, Ms. S**** expressed dissatisfaction
    with the food and service, requesting not to pay the full price of the buffet
    meal. Our manager and two team members worked to address her concerns by
    explaining our policies, apologizing for the misunderstanding, and offering
    additional buffet options. Despite these efforts, the guest remained
    dissatisfied.


    Resolution Provided:

    To ensure the guest felt heard and valued, we immediately took the following
    actions:

    Refunded the cost of one lunch
    buffet for Ms. S*****

    Provided her with contact
    information for our Food and Beverage Director for further communication.


    We regret that Ms. S**** felt her concerns were not
    adequately addressed during her visit and that her experience did not meet the
    high standards we aim to deliver. However, for the last 33 years, we have only
    served brunch on Sundays. Our lunch and Sunday brunch hours commence at 11:30
    am.


    Thank you for the opportunity to address this matter.
    Please do not hesitate to contact us for additional details or documentation.

Founders Inn Spa is NOT a BBB Accredited Business.

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