BridgeView Resort addresses guest disruption incident and offers apology

BridgeView Resort, a popular hospitality destination, has issued a formal apology and clarification following an incident that occurred on Tuesday, August 8, impacting several of its guests. 

Recognizing the inconvenience caused, BridgeView Resort says it is committed to rectifying the situation and addressing the concerns of its valued clientele.

The incident centred around a misunderstanding involving room reservations, which led to an unforeseen disruption in the stay of some guests.

The release stressed that this particular reservation was initially made through a third party and subsequently cancelled by said party. "Unfortunately, the guest threatened to leave bad reviews on social media if we did not meet her demands," the release said.

In response, BridgeView Resort in a press release extended its sincerest apologies to those affected and reaffirmed its commitment to delivering exceptional experiences.

The release said the resort management promptly took action to alleviate the situation by offering clarification on the available room types through the reservation platform Expedia. 

In this regard, the guest's reservation confirmation email was presented, confirming the booking of a "Luxury Room, 1 Double Bed," as shown in an image provided in the release (below). 

The release said the discrepancy arose due to differing expectations, with the guest envisioning the layout of a "Premium Suite," comprising both a living room and bedroom space. The release further disclosed that the initial reservation was facilitated through a third party but subsequently cancelled by the intermediary.

The resort expressed its profound regret to the individuals affected by this occurrence and extends its gratitude for their patience and understanding. 

Read the entire release below;

PRESS RELEASE

BridgeView Resort Issues Apology and Clarification Regarding Recent Incident

Accra, Friday, August 11, 2023- BridgeView Resort We extend our heartfelt apologies to all our esteemed guests who experienced an unfortunate disruption during their stay at BridgeView Resort on Tuesday, August 8th. We understand the frustration that can arise from such situations and are dedicated to addressing your concerns in the best possible manner.

The incident in question stemmed from a misunderstanding regarding room reservations. A guest had anticipated a different room configuration than the one they had booked. To mitigate this issue, we took immediate action by clarifying the various room types available on Expedia, where the reservation was made. We presented the guest with their reservation confirmation email, which clearly indicated a booking for a "Luxury Room, 1 Double Bed," as depicted in the middle image below. Regrettably, there was a misalignment of expectations as the guest had anticipated the layout of a "Premium Suite," complete with a living room and bedroom area. This particular reservation had been initially made through a third party but was subsequently canceled by said party. Unfortunately, the guest threatened to leave bad reviews on social media if we did not meet her demands.
 
At BridgeView, we are unwavering in our commitment to delivering a seamless and delightful experience for each of our cherished guests. Our booking process is meticulously designed to ensure accuracy and efficiency, harnessing advanced technology to seamlessly manage reservations with minimal manual intervention.

We sincerely apologize once again to those affected by this incident. Your presence at BridgeView Resort is highly valued, and we remain steadfast in our dedication to providing an unparalleled experience.

We extend our gratitude for your understanding and continued support. 

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