Managers of BridgeView Resort, a highly sought-after hospitality facility sited in the Akosombo mountains and surrounded by the Volta Lake, one of the largest man-made lakes in the world, have apologized to its customers over an altercation with some aggrieved customers whose complaint found its way on social media on Tuesday, August 8th.
The incident stemmed from a guest who had anticipated a different room configuration than the one she had booked.
The guest according to the Resort had booked a “Luxury Room, 1 Double Bed,” but had expected the layout of a “Premium Suite,” which includes a living room and bedroom area.
BridgeView Resort in a statement said it took immediate action to address the issue, clarifying the various room types available on Expedia, where the reservation was made.
The resort also said it presented the guest with the reservation confirmation email, which clearly indicated the booking for a “Luxury Room, 1 Double Bed.”
BridgeView Resort said during the misunderstanding, it provided several incentives to the guest, but the guest was not satisfied.
“We provided several incentives to the guest, but unfortunately the guest threatened to leave bad reviews on social media if we did not meet her demands.”
In the statement, BridgeView Resort said it is “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.”
Below is the full statement from BridgeView Resort:
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 cancelled by said party. We provided several incentives to the guest but 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.
For further information or interview requests, please do not hesitate to contact us at 0548311891/0595525333.