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, has apologized to its customers over an altercation with some aggrieved customers whose complaint found its way on social media.

A Ghanaian couple who had made a booking online for two nights to spend their marriage anniversary at the facility on August 8, 2023, left the hotel disappointed after an altercation with the managers.

The couple said the room they were given was not exactly what they had booked online, but an attempt to speak to the hotel about their frustration culminated in total disrespect from hotel staff.

In the end, the hotel refunded their money through the online booking platform, which would take several weeks to reflect in their account.

The disappointed couple in their Facebook post said they were forced to pay for another hotel after leaving BridgeView Resort in anger.

But the Resort in a statement released on Friday, August 11, 2023, apologized to all guests who were disrupted by the incident, while clarifying the misunderstanding.

Below is the full statement:

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. 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 054-8311891.