Our family checked in on Wednesday, April 16, 2008. First of all, let me say the “check in” staff was very wonderful. But, we were very surprised how outdated the hotel had become from when we stayed there in the past for many many years. All the furniture were outdated, especially the TV. The carpet, wallpaper, beddings were old and worn out. And the bathroom?? Need I say more!!!!. However, we stayed anyway because of the “FUN” memories we had experienced from years ago.
Our “NIGHTMARE” started on Thursday, April 17, 2008, with a staff member, Mr. Michael Ray. Mr. Ray “YELLED” at my adult daughters, not talking, but YELLED!!!!!!. My family went home extremely upset by this event.
I left a message on Mr. Chris Kasuba, General Manager, voice mail, asking him to please call me at my home telephone about our experience. Well, I heard nothing from him.
So after I calmed down, several weeks later, I sent a 5 page certified “complaint letter” to Mr. Kasuba on Tuesday, May 13, 2008. Mr. Kasuba did call me the next day, Wednesday, May 14, 2008, at noon time, when he received my letter. He did say to me, that this was the first time he had heard of this, and he was very sorry that this event happened to our family. I thought we had resolved this issue by him “willingly” suggesting, that he would personally write a letter of apologize to my daughters. Well, it’s been over a month now, and “STILL”, we have received “NOTHING” from Mr. Kasuba!!!!!
I say to you, Mr. Kasuba,……….. I’m going to take further action and write to the Better Business Bureau. Because your advertisement on the hotel’s web site claims: “The Hurstbourne Hotel provides the guests with a professionally trained staff which possesses an intense drive for operational excellence toward guest satisfaction.”
This is not what my family experienced from your hotel, and YOU. You did not follow through with what you promised to me and my family.