Reviews

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.

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.