We listened to the recorded conversation between our agent and Mr [redacted] on 9/ Our agent was very clear during the conversation that we are only able refund directly within hours of booking and that he was calling over a week after the reservation was booked She was very clear that this is exactly what [redacted] insurance was for She gave Mr [redacted] the contact information for [redacted] including their phone number, the web site and his account number She explained that he should call [redacted] Directly and they should be able to help him At no time did she suggest that she could, or would grant a refund directly We also had one of our supervisors call Mr [redacted] on 9/to explain our policy again and to encourage him to call [redacted] directly for assistance It is our understanding that he has yet to contact [redacted] directly for assistance
Complaint: [redacted] I am willing to accept the credit for a future reservation, but would ask they extend the date until December 20, since I mainly go to that are to ski Regards, [redacted]
Complaint: [redacted] I am rejecting this response because I did contact the hotel once I saw the charge on my credit card and the property manager said she would cancel the reservation As such, I'd like a refund or a free room for the upcoming ski season Regards, [redacted]
This is a very rare situation where we are working to determine what happenedThis is usually due to incorrect billing zip code or ccv code being entered at the time of purchaseThe charge the guest is seeing is only a pending charge and will be removed from the guest's account today,
tomorrow at the latest.Since the pass has not been paid for, we will not be ale to issue the productI will be more than happy to work directly with the guest and issue a pass at the lowest possible cost with the best benefits once the charges are no longer showing on the account. I will call the guest tomorrow or he can call me directly at 303-504-5885.Thank you for the opportunity,Rick W***
When the initial payment of $is made, we are both entering into an agreement: we would not change the pass, and if we did that the consumer would not be charged extra or lose access and the consumer agrees to make the final payment in mid-September for all passesThe agreement that must be
accepted during the online purchase is below:BY PUTTING $DOWN I UNDERSTAND THAT I AM COMMITTING TO BUY THE PASS(ES) FOR THE 2017/SEASONI UNDERSTAND THIS $PAYMENT IS NON-REFUNDABLEI agree the credit card provided will be authorized for the remaining amount of the Season Pass product purchasedThe remaining balance will be automatically charged to my credit card on or around September 15, Once the $initial payment has been made, the $initial payment cannot be cancelled or refunded, nor can the pass purchase be cancelled or refundedIn the event the total price of the Season Pass product is lowered prior to the start of the 2017/ski season, the remaining amount due will be reduced by the amount of the total price loweredI agree to provide a valid email address for the express purpose of receiving communications regarding this transactionI understand this is the only manner by which I will receive such communications.Season passes are non-refundable and non-transferableThis is one of the many ways we are able to keep our pass prices as low as possible, which as I am sure you know are one of the best deals found anywhere in the ski industry. However, because we know that issues can come up for guests, we offer insurance, which is managed by a third party. The insurance is a relatively modest increment over the pass price, but we do offer it as a choiceThis injury would have been covered if insurance had been included in the original purchaseI am sure this is not the answer you wanted to hear and I am sorry if this causes you to ski elsewhere in the futureI hope you can understand that we offer everyone the same choice on insurance and need to follow through with each guest based on their choice. I certainly hope you will be back with us
As mentioned previously, we are unable to process your refund request directly as you cancelled the reservation more than hours after booking. The good news is that you purchased *** *** Insurance for just this very reason. They will be able to assist you with your refund request. In order to request a refund, you MUST contact them directly at Toll Free: *** *** or Local: *** ***. Please give them Policy Number: *** when you speak with them. Thank you for your feedback
*** *** did book a reservation on 2/13/for a bedroom condo. The booking was made at 4:PM the same day it was booked on Vail on Sale.A confirmation email was sent to his email address at 4:37pm which the guest has confirmed with us as being correct.Mr***
confirmed with us that did not attempt to call the hotel and he did not attempt to call Vail on Sale to find out where his room was.The hotel room was available for this guest during the reserved time as per the reservation
We listened to the recorded conversation between our agent and Mr. [redacted] on 9/6. Our agent was very clear during the conversation that we are only able refund directly within 48 hours of booking and that he was calling over a week after the reservation was booked. She was very...
clear that this is exactly what [redacted] insurance was for. She gave Mr. [redacted] the contact information for [redacted] including their phone number, the web site and his account number. She explained that he should call [redacted] Directly and they should be able to help him. At no time did she suggest that she could, or would grant a refund directly. We also had one of our supervisors call Mr. [redacted] on 9/14 to explain our policy again and to encourage him to call [redacted] directly for assistance. It is our understanding that he has yet to contact [redacted] directly for assistance.
Complaint: [redacted]
I am willing to accept the credit for a future reservation, but would ask they extend the date until December 20, 2015 since I mainly go to that are to ski.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I had several phone calls and email exchanges with not only Vail reservations directly but the Lodge at Lionshead directly. If they have all these conversation recorded I am happy to setup a teleconference to listen to them all. I have a call log from Verizon and if they have a recording for every call I had with them that's great and would resolve this... It sounds like they choose one where I was directed that they would not give a refund well after my original conversation. I was told many different stories through these communications but the first representative I spoke with did tell me I would receive a refund. Joy at the Lodge itself also said she would contact reservations and try and clear it up for me as they were separate entities and often this confusion occurs. Sounds like a communication flaw with their system of communication and is clearly a detriment to the customer as we get the run around. I can also prove they never cancelled my reservation as I received phone calls after my check in date asking why I did not show up. The bottom line is they promised a refund and then failed to cancel my reservation . They are now pushing me to file a travel insurance claim after they failed to cancel my reservation and refund my money. I just want a refund as promised for a room I did not use and cancelled well in advance.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because I did contact the hotel once I saw the charge on my credit card and the property manager said she would cancel the reservation. As such, I'd like a refund or a free room for the upcoming ski season.
Regards,
[redacted]
We listened to the recorded conversation between our agent and Mr [redacted] on 9/ Our agent was very clear during the conversation that we are only able refund directly within hours of booking and that he was calling over a week after the reservation was booked She was very clear that this is exactly what [redacted] insurance was for She gave Mr [redacted] the contact information for [redacted] including their phone number, the web site and his account number She explained that he should call [redacted] Directly and they should be able to help him At no time did she suggest that she could, or would grant a refund directly We also had one of our supervisors call Mr [redacted] on 9/to explain our policy again and to encourage him to call [redacted] directly for assistance It is our understanding that he has yet to contact [redacted] directly for assistance
Complaint: [redacted] I am willing to accept the credit for a future reservation, but would ask they extend the date until December 20, since I mainly go to that are to ski Regards, [redacted]
Unfortunately, we are unable to extend the date beyond October 31, 2015.Thank you
We will offer a credit for the amount charged, $282.12, valid through October 31, This will need to be used at [redacted] by calling [redacted]
Complaint: [redacted] I am rejecting this response because I did contact the hotel once I saw the charge on my credit card and the property manager said she would cancel the reservation As such, I'd like a refund or a free room for the upcoming ski season Regards, [redacted]
This is a very rare situation where we are working to determine what happenedThis is usually due to incorrect billing zip code or ccv code being entered at the time of purchaseThe charge the guest is seeing is only a pending charge and will be removed from the guest's account today,
tomorrow at the latest.Since the pass has not been paid for, we will not be ale to issue the productI will be more than happy to work directly with the guest and issue a pass at the lowest possible cost with the best benefits once the charges are no longer showing on the account. I will call the guest tomorrow or he can call me directly at 303-504-5885.Thank you for the opportunity,Rick W***
When the initial payment of $is made, we are both entering into an agreement: we would not change the pass, and if we did that the consumer would not be charged extra or lose access and the consumer agrees to make the final payment in mid-September for all passesThe agreement that must be
accepted during the online purchase is below:BY PUTTING $DOWN I UNDERSTAND THAT I AM COMMITTING TO BUY THE PASS(ES) FOR THE 2017/SEASONI UNDERSTAND THIS $PAYMENT IS NON-REFUNDABLEI agree the credit card provided will be authorized for the remaining amount of the Season Pass product purchasedThe remaining balance will be automatically charged to my credit card on or around September 15, Once the $initial payment has been made, the $initial payment cannot be cancelled or refunded, nor can the pass purchase be cancelled or refundedIn the event the total price of the Season Pass product is lowered prior to the start of the 2017/ski season, the remaining amount due will be reduced by the amount of the total price loweredI agree to provide a valid email address for the express purpose of receiving communications regarding this transactionI understand this is the only manner by which I will receive such communications.Season passes are non-refundable and non-transferableThis is one of the many ways we are able to keep our pass prices as low as possible, which as I am sure you know are one of the best deals found anywhere in the ski industry. However, because we know that issues can come up for guests, we offer insurance, which is managed by a third party. The insurance is a relatively modest increment over the pass price, but we do offer it as a choiceThis injury would have been covered if insurance had been included in the original purchaseI am sure this is not the answer you wanted to hear and I am sorry if this causes you to ski elsewhere in the futureI hope you can understand that we offer everyone the same choice on insurance and need to follow through with each guest based on their choice. I certainly hope you will be back with us
As mentioned previously, we are unable to process your refund request directly as you cancelled the reservation more than hours after booking. The good news is that you purchased *** *** Insurance for just this very reason. They will be able to assist you with your refund request. In order to request a refund, you MUST contact them directly at Toll Free: *** *** or Local: *** ***. Please give them Policy Number: *** when you speak with them. Thank you for your feedback
*** *** did book a reservation on 2/13/for a bedroom condo. The booking was made at 4:PM the same day it was booked on Vail on Sale.A confirmation email was sent to his email address at 4:37pm which the guest has confirmed with us as being correct.Mr***
confirmed with us that did not attempt to call the hotel and he did not attempt to call Vail on Sale to find out where his room was.The hotel room was available for this guest during the reserved time as per the reservation
We listened to the recorded conversation between our agent and Mr. [redacted] on 9/6. Our agent was very clear during the conversation that we are only able refund directly within 48 hours of booking and that he was calling over a week after the reservation was booked. She was very...
clear that this is exactly what [redacted] insurance was for. She gave Mr. [redacted] the contact information for [redacted] including their phone number, the web site and his account number. She explained that he should call [redacted] Directly and they should be able to help him. At no time did she suggest that she could, or would grant a refund directly. We also had one of our supervisors call Mr. [redacted] on 9/14 to explain our policy again and to encourage him to call [redacted] directly for assistance. It is our understanding that he has yet to contact [redacted] directly for assistance.
Complaint: [redacted]
I am willing to accept the credit for a future reservation, but would ask they extend the date until December 20, 2015 since I mainly go to that are to ski.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I had several phone calls and email exchanges with not only Vail reservations directly but the Lodge at Lionshead directly. If they have all these conversation recorded I am happy to setup a teleconference to listen to them all. I have a call log from Verizon and if they have a recording for every call I had with them that's great and would resolve this... It sounds like they choose one where I was directed that they would not give a refund well after my original conversation. I was told many different stories through these communications but the first representative I spoke with did tell me I would receive a refund. Joy at the Lodge itself also said she would contact reservations and try and clear it up for me as they were separate entities and often this confusion occurs. Sounds like a communication flaw with their system of communication and is clearly a detriment to the customer as we get the run around. I can also prove they never cancelled my reservation as I received phone calls after my check in date asking why I did not show up. The bottom line is they promised a refund and then failed to cancel my reservation . They are now pushing me to file a travel insurance claim after they failed to cancel my reservation and refund my money. I just want a refund as promised for a room I did not use and cancelled well in advance.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business, and find that the credit is satisfactory to me.
Regards,
[redacted]
Unfortunately, we are unable to extend the date beyond October 31, 2015.Thank you
We will offer a credit for the amount charged, $282.12, valid through October 31, 2015. This will need to be used at [redacted] by calling [redacted]
Complaint: [redacted]
I am rejecting this response because I did contact the hotel once I saw the charge on my credit card and the property manager said she would cancel the reservation. As such, I'd like a refund or a free room for the upcoming ski season.
Regards,
[redacted]