320 Guest Ranch

Review: I made a 1 night reservation approximately 15 days prior to my reservation through an online booking company called [redacted]. Approximately 2 days later the travel plans had changed due to personal circumstances. I cancelled the reservation through [redacted] and they told me there would be a 15% charge for the cancellation which I said was fine. The day before the reservation I noticed a charge on my credit card for the full amount of the stay that was cancelled. I called the service dept. at [redacted] and asked them about the charge and they said it was through 320 Guest Ranch. I then called the service desk at 320 Guest Ranch and asked about the charge to my card for the cancellation. The lady at the front desk kept apologizing for the charge and said she didn't know why they charged the full amount at the time of the cancel. She assured me that she would get the charge taken care of. A few days after the cancelled reservation I called the ranch again to find out why this charge had not been taken care of and they informed me that there cancellation policy states that they charge the full amount if the reservation gets cancelled less than 30 days befor the stay. Obviously the ranch's employees do not know what they are doing and do not know the policies of the ranch. I asked to speak with a manager and have been told twice that they were unavailable. This ranches policy was not made clear through the online booking company and should not allow any company to make reservations for them without these policies being known. I feel that they have stolen money from me and I am worried that this will continue in the future with other booking companies and this facility.Desired Settlement: I would like for this facility to refund to my credit card the full fee of the stay minus the 15% that was stated on [redacted]s website.

Review: 320 Guest Ranch along with their partners Leisure Link and Booking.com want to and have charged me 187.00 for canceling a reservation 28 days before the actual date of the reservation (which is 6/12). According to their website, I have copied and pasted their words directly from their page.We Guarantee Booking is safe. When you book with us your details are protected by a secure connection.Your privacy is protected. Your details will only be used to guarantee your booking.No booking fees. You only pay the hotel. Booking.com will never charge your credit card.Best Price Guarantee. Found your room online at a lower price? We'll match it.I made the reservation to possibly take my son who is returning from the ARMY in Germany but it changed to June 18th and not the June 11th as originally planned. This is how they treat people, especially those whose children have sacrificed for their country, no wonder they are desperate.Desired Settlement: I want my $187.00 back and I want them to apologize for ripping off the public, especially the tourists that want to come to this part of the country.These people are only concerned with how much money they can make.

Business

Response:

I have spoken to the customer and have issued her a gift certificate. We have clearly stated our deposit and cancellation policy on both our website and our partners websites. It is the policy of most resorts in the area to charge a deposit and a cancellation. By no means do we try and dupe our customers. We do this as our season is incredibly short and it prevents us from losing out on revenue. I have provided a gift certificate for the sum of what was charged.

Thanks,

General Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9546883, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The hotel manager tried to "appease" me by offering a gift certificate. That is not what I wanted, I wanted to get a refund, I cancelled my reservation 28 days prior to the reservation date. I think it is ludicrous that they charge you for a single night ($172.00 + tax)! To me that is just like saying, we don't really want your business, all we want is your money! I consider that a complete scam.

Regards,