AHC, Animal Health Center

On April *, [redacted] stayed with us for night.On June **, [redacted] *eserved rooms for a party August ***, 2016.An email confirmation was send confirming the payment due, along with our policy for cancellations.Upon requesting payment for the rooms on July *, 2016, *** [redacted] then cancelled of the rooms.On July **, [redacted] then cancelled the remaining roomsShe was told that she would lose her payment, as we have a day cancellation policy which was on her confirmation, she said that I "was not being very nice" and that they would probably want to rebook in SeptemberI reiterated to her that it didn't matter if she rebooked with us, as she has still cancelled her reservations too late for a refund.On August [redacted] she called for rooms which had been previously cancelled I told her that those rooms were no longer available and she thought that was unfair I explained that the rooms were cancelled and put back into our inventory for sale, and rebooked by other people.I then received a call from [redacted] I once again reiterated our cancellation policy and told her that it was told to [redacted] very clearly when she made her reservations in June and told again when she cancelled on July **, that it would be in their best interest to rethink the cancellation as they would be losing their money We are a resort property with rooms We take our cancellation policy very seriously I am sorry that this has happened, but there are no exceptions in Season

The complainant totally disregarded the policies of the motelIt is clearly written on our website, and on the reservation confirmation that NO PETS ARE TO BE LEFT UNATTENDED IN THE ROOM AT ANY TIMEUpon check in, my [redacted] reiterates this to anyone of our guests that check in with a dog.The complainant checked in and immediately dropped the dogs in the room and left for dinnerAfter hearing the dogs barking, we called them to come and retrieve the dogs and take them with them to dinnerThey decided to leave insteadWe graciously gave them a refund of the second night of their stay, but the first night was not refunded as there was no possible way for us to resell the room after they had checked in already.We hold firm on our pet policy and make it VERY clear that while we allow the dogs to stay in our rooms, they cannot be left on their own unattended, plain and simple

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This establishment refuses to acknowledge that the *** (Tom) clearly stated to me that he would provide me a full refund He stated he would be sending an email notifying me of the refundSeveral days passed and after multiple phone calls, it required me calling my credit card company to provide a partial refund from the near $they charged me for less than hour on property. If I was told that I would be charged $upon leaving, I would have never left the propertyWe spent less than hour on propertyI drove hours from NJ to come to your facility and then had to turn around and drive hours back home.This was by far the worst customer service experience I have ever hadI booked this reservation and even paid and extra fee to have my dog with meI was mislead on the phone by the *** stating that their motel was pet friendlyI was never presented with an official policy upon chenor did I sign any documentation agreeing to their obscure pet policy. I can't imagine how any motel would label themselves "pet friendly", when in fact the ***s are to be with their dogs at all timesWhen asked how am I suppose to shop or go to a restaurant with my dogI was literally told by the *** to leave my dog in the car in F heat as she is not operating a kennel.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:I believe I am entitled to a full refundI reserved the room over the phone, in which the *** (***) told me , motel was pet friendly and charged me pet feeAt no point was I told that dogs could not be left in roomsAn email after you already processed my credit card the day before the reservation does not constitute acknowledgment of your pet policyI was never told of your strict pet policy on check in nor was I ever presented with an official pet policy to signAs soon as I was made aware of your policy, we asked to leave and we were told by your *** we would have a full refundWe were also told I would get email notification of refund which I never did
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The complaint is not valid because the information given is falseThomas, my manager, never told her she could rebook without penalty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Thomas, the Manager spoke with Lori and told her dates could be moved
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Diane of Southampton Motel's responses are not accurate: We have no notes indicating we ever reserved roomsOur records show rooms were originaly reserved. Therefore, on July ***, *** *** cancelled of rooms (NOT 5).After July *** Ms N*** spoke with THOMAS, THE MANAGER, who told *** *** that WE COULD POSTPONE THE ROOMS TO A LATER DATE NOT LOSING OUR MONEY. July ***- NOT TRUE Diane spoke with *** of *** *** (Colleague) *** said that she would want to rebook in SeptBEFORE Diane said we weren’t getting any money back.Aug *** reply: If we were going to still be charged/pay for the rooms, they should have been left available for our use.*** spoke with Diane who said she was not interested in having any sort of local relationship with us for future business.Diane is not sorry this happened/ She was rude and unprofessional to each and every one of us and was very clear that she did not want to create any type of resolution to the situation (even when she was able to rebook all of the rooms)
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***l

A full refund will not be forthcoming to the complainant.  We were very generous in giving them a refund for the additional night that went unused.  It is clearly stated that refunds are only given within 30 days of a cancellation.Given the circumstances I feel that all has been done to rectify the situation and no further action will be taken.

On April *, 2016 [redacted] stayed with us for 1 night.On June **, 2016 [redacted]eserved 10 rooms for a party August [redacted], 2016.An email confirmation was send confirming the payment due, along with our policy for cancellations.Upon requesting payment for the 10 rooms on July *, 2016, [redacted]...

[redacted] then cancelled 5 of the 10 rooms.On July **, 2016 [redacted] then cancelled the remaining 5 rooms. She was told that she would lose her payment, as we have a 30 day cancellation policy which was on her confirmation, she said that I "was not being very nice" and that they would probably want to rebook in September. I reiterated to her that it didn't matter if she rebooked with us, as she has still cancelled her reservations too late for a refund.On August * she called for 2 rooms which had been previously cancelled.  I told her that those rooms were no longer available and she thought that was unfair.  I explained that the rooms were cancelled and put back into our inventory for sale, and rebooked by other people.I then received a call from [redacted].  I once again reiterated our cancellation policy and told her that it was told to [redacted] very clearly when she made her reservations in June and told again when she cancelled on July **, 2016 that it would be in their best interest to rethink the cancellation as they would be losing their money.  We are a resort property with 10 rooms.  We take our cancellation policy very seriously.  I am sorry that this has happened, but there are no exceptions in Season.

The complainant totally disregarded the policies of the motel. It is clearly written on our website, and on the reservation confirmation that NO PETS ARE TO BE LEFT UNATTENDED IN THE ROOM AT ANY TIME. Upon check in, my [redacted] reiterates this to anyone of our guests that check in with a dog.The...

complainant checked in and immediately dropped the dogs in the room and left for dinner. After hearing the dogs barking, we called them to come and retrieve the dogs and take them with them to dinner. They decided to leave instead. We graciously gave them a refund of the second night of their stay, but the first night was not refunded as there was no possible way for us to resell the room after they had checked in already.We hold firm on our pet policy and make it VERY clear that while we allow the dogs to stay in our rooms, they cannot be left on their own unattended, plain and simple.