Sorry you were not happy with how we handled your honest mistake by allowing you to move the reservation to the date you needed and offered what rooms we had available, but you did not want any of the choicesI am some what confused as to your accusations of us being "dishonest and only care about money" You did not like the options that were available to you so then we are being "dishonest and only caring about money"?? We will cancel your reservation with our usual $fee and refund the balance to your accountAlthough we ask for a cancellation in writing we are proceeding based on this correspondenceYour credit after the fee is $Cindy
Complaint: ***
I am rejecting this response: I would hope that the satisfaction of your customers would be more important to you and that due to the mix up of the days you would have been more willing to help out$is a lot of money for my family and we will be unable to make our trip this year because of this mix upI'm very disappointed with how I was spoken to on the phone and how I was treatedNo one should ever be spoken to that way or hung up on in the middle of a conversationIf you truly are a great family business you would have offered at least a partial refundI've always been a supporter of small family businesses but in this case I am very disappointed.
Regards,
*** ***
Mr. [redacted], the complainant's husband made the reservation via phone on April 13 and was informed verbally and via his email confirmation letter that this booking was not refundable if cancelled. (SEE POLICY STATEMENT BELOW THAT WAS COPIED DIRECTLY FROM THE CONFIRMATION LETTER) "Since most of our...
suites are "one-of-a-kind", a deposit of 50% of your stay or 2 nights stay which ever is greater will secure your reservation with the balance due upon arrival. Checks, [redacted] and [redacted] accepted. Your deposit, less a $50 administration fee, will be refunded if we receive cancellation notice 30 days prior to your arrival for any type of suites EXCEPT two bedroom suites and vacation homes, and then a 60 day cancellation notice is required. Anyone canceling short of the required 30 and 60 days will forfeit the entire deposit. This also applies to reservations made and any add ons or packages booked within 30 and 60 days of the desired stay."This is our cancellation policy that has been in effect since we opened our doors. We are a small property and we do have a strict policy but people that do not want to abide by this, can choose to not book a reservation. When Mr. [redacted] called this morning April 18th, to change the date due to him booking the incorrect dates. We did look to see what we could do for him even though our policy does state when under 30 days no changes can take place. The room he had booked was our least expensive room we offer plus he took advantage of one of our great specials, however we were sold out of all this type of rooms for the date he wanted to move to. We did offered to move this reservation and book him in the next available lowest price point room, but he refused. We feel we tried to work with this guest however they choose not to accept what we were able to do for them. Then we get a call from his wife which needless to say was an unpleasant experience for our staff, as she did not want to adhere to our policies and felt we needed to correct their problem at our expense. We have not received a written cancellation notification to date so we are still anticipating their arrival April 28th for 2 nights. Sincerely,JilLayne - Resident Inn Keeper Cindy - Owner
Sorry you were not happy with how we handled your honest mistake by allowing you to move the reservation to the date you needed and offered what rooms we had available, but you did not want any of the choices. I am some what confused as to your accusations of us being "dishonest and only care about money" You did not like the options that were available to you so then we are being "dishonest and only caring about money"?? We will cancel your reservation with our usual $50 fee and refund the balance to your account. Although we ask for a cancellation in writing we are proceeding based on this correspondence. Your credit after the fee is $55.54 Cindy
Sorry you were not happy with how we handled your honest mistake by allowing you to move the reservation to the date you needed and offered what rooms we had available, but you did not want any of the choicesI am some what confused as to your accusations of us being "dishonest and only care about money" You did not like the options that were available to you so then we are being "dishonest and only caring about money"?? We will cancel your reservation with our usual $fee and refund the balance to your accountAlthough we ask for a cancellation in writing we are proceeding based on this correspondenceYour credit after the fee is $Cindy
Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted]
Complaint: ***
I am rejecting this response: I would hope that the satisfaction of your customers would be more important to you and that due to the mix up of the days you would have been more willing to help out$is a lot of money for my family and we will be unable to make our trip this year because of this mix upI'm very disappointed with how I was spoken to on the phone and how I was treatedNo one should ever be spoken to that way or hung up on in the middle of a conversationIf you truly are a great family business you would have offered at least a partial refundI've always been a supporter of small family businesses but in this case I am very disappointed.
Regards,
*** ***
Mr. [redacted], the complainant's husband made the reservation via phone on April 13 and was informed verbally and via his email confirmation letter that this booking was not refundable if cancelled. (SEE POLICY STATEMENT BELOW THAT WAS COPIED DIRECTLY FROM THE CONFIRMATION LETTER) "Since most of our...
suites are "one-of-a-kind", a deposit of 50% of your stay or 2 nights stay which ever is greater will secure your reservation with the balance due upon arrival. Checks, [redacted] and [redacted] accepted. Your deposit, less a $50 administration fee, will be refunded if we receive cancellation notice 30 days prior to your arrival for any type of suites EXCEPT two bedroom suites and vacation homes, and then a 60 day cancellation notice is required. Anyone canceling short of the required 30 and 60 days will forfeit the entire deposit. This also applies to reservations made and any add ons or packages booked within 30 and 60 days of the desired stay."This is our cancellation policy that has been in effect since we opened our doors. We are a small property and we do have a strict policy but people that do not want to abide by this, can choose to not book a reservation. When Mr. [redacted] called this morning April 18th, to change the date due to him booking the incorrect dates. We did look to see what we could do for him even though our policy does state when under 30 days no changes can take place. The room he had booked was our least expensive room we offer plus he took advantage of one of our great specials, however we were sold out of all this type of rooms for the date he wanted to move to. We did offered to move this reservation and book him in the next available lowest price point room, but he refused. We feel we tried to work with this guest however they choose not to accept what we were able to do for them. Then we get a call from his wife which needless to say was an unpleasant experience for our staff, as she did not want to adhere to our policies and felt we needed to correct their problem at our expense. We have not received a written cancellation notification to date so we are still anticipating their arrival April 28th for 2 nights. Sincerely,JilLayne - Resident Inn Keeper Cindy - Owner
Sorry you were not happy with how we handled your honest mistake by allowing you to move the reservation to the date you needed and offered what rooms we had available, but you did not want any of the choices. I am some what confused as to your accusations of us being "dishonest and only care about money" You did not like the options that were available to you so then we are being "dishonest and only caring about money"?? We will cancel your reservation with our usual $50 fee and refund the balance to your account. Although we ask for a cancellation in writing we are proceeding based on this correspondence. Your credit after the fee is $55.54 Cindy
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]