Avis Granite Belt Brewery Retreat

Hi Michelle, My name is Dee. My husband and I own Granite Belt Retreat and Brewery. As you can imagine, it is disappointing to hear your feedback re: customer care lacking. Guests come to stay with us to have a private, quiet escape to the bush. We pride ourselves on our friendly, warm customer service so to hear that you didn't get a very personable check-in experience is a surprise to us and will be discussed in our weekly staff meeting. When I got to work for the lunch shift on the day of your departure, our receptionist told me that an ambulance had turned up to one of the rooms. She said that the keys were just dropped at reception, therefore she did not feel it was right to pry. As the owner, I made the decision to call you immediately to check on the patient and to also confirm if the emergency had any relation to Covid 19. I have a duty of care to all guests - incoming, outgoing and also to our staff, and wanted to ensure that the patient was doing OK at our local hospital and wanted to ensure that our housekeeping team was not at risk by entering the room. I was relieved to hear that the patient's emergency was not Covid related. We discussed the option of sourcing a room for you for the night in case you needed it and you said you would only call me if you needed accommodation for another night. I passed on my best wishes for the patient, and we didn't hear back from you. I'm really sorry that you did not feel that our efforts were enough, and will discuss this with our team so that we can improve in the future. Thank you for your review Michelle. Best regards, Dee and team