Aloha Dream Vacations, Inc

In this customers own words she has stated she has worked with us many times in the past. Our cancelation policy has been in effect since inception of our company and communicated to her with all her previous stays as well as the current stay that she canceled. In addition, when
each and every confirmation she was given I gave specific instructions to read the confirmation thoroughly and her failure to not do that does not constitute wrong doing on our part. Over the years she was given the cancelation policy approximately a half of dozen times. It should not have been any surprise to her when she chose to secure a unit, take it off the market and unavailable for other prospective guests (especially at Christmas Time-Peak Season) that there would be a penalty for the loss of prospective income. In addition, in each of the confirmations sent it included the cancelation policy as well as provided her a hour opportunity to cancel at that time with no penalty.
Again, she has been given the cancelation policy on multiple occasions and the opportunity to cancel without any penalty. She took the unit off the market making it unavailable to other perspective guests and there is a penalty for that. She chose not to read her paperwork thoroughly and again, that does not constitute wrong doing on our partShe was refunded the damage deposit less the cancelation feeHeidi V***, R
Aloha Dream Vacations

Initial Business Response /* (1000, 8, 2014/05/14) */
The ***'s have completely falsified their complaint
The ***'s were under contract and have failed to perform according to the terms of the contractThey gave notice to terminate with the cancellation date retroactive from the
time we received it, regardless that the terms of the contract required a day notice of terminationThey then failed to perform and prepare their unit for required commitments forcing me to continue to manage their unit without compensationThis is of course after continued attempts to communicate with them went completely ignored, including correspondence from our attorney
The ***'s are very aware of the disbursement policies regarding the release of their funds for it is clearly detailed in the contract in which we have been operating under since This just goes to support the falsifications of their claim of us holding funds due to them
Also, their claim that we are not holding their funds in an escrow account is another reportFor it clearly states on every check they have received that the funds are being drawn from a "Trust Account"In addition, this point is mute for nowhere under the terms of our contract is this even a requirement
The disbursement of funds as outlined in the contract is: Funds are released the month following in which they are fully earnedIn the ***'s complaint they want you to believe they have not received their funds from 01/01/However, this is just another misleading and statementThe reservation was from 01/01/to 02/28/so they did not complexly earn the funds until 02/28/The funds were released to them after they had completely earned them, and I wouldn't be surprised that they had the payment in their hands when they filed this complaint
Once the remaining funds are earned by the ***'s the funds will be released, but only after they have been completely earnedFrom their past tract record I have no faith that they will perform as per the terms of the contract
*** ***, R
Aloha Dream Vacations, Inc

In this customers own words she has stated she has worked with us many times in the past. Our cancelation policy has been in effect since inception of our company and communicated to her with all her previous stays as well as the current stay that she canceled.  In addition, when each...

and every confirmation she was given I gave specific instructions to read the confirmation thoroughly and her failure to not do that does not constitute wrong doing on our part.  Over the years she was given the cancelation policy approximately a half of dozen times.  It should not have been any surprise to her when she chose to secure a unit, take it off the market and unavailable for other prospective guests (especially at Christmas Time-Peak Season) that there would be a penalty for the loss of prospective income.  In addition, in each of the confirmations sent it included the cancelation policy as well as provided her a 24 hour opportunity to cancel at that time with no penalty.  Again, she has been given the cancelation policy on multiple occasions and the opportunity to cancel without any penalty.  She took the unit off the market making it unavailable to other perspective guests and there is a penalty for that.  She chose not to read her paperwork thoroughly and again, that does not constitute wrong doing on our part.She was refunded the damage deposit less the cancelation fee.Heidi V[redacted], RAloha Dream Vacations

Complaint: [redacted]
I am rejecting this response because: industry standard states that if cancellation penalties are to be enforced they need to be advised of prior to booking, not after the fact.  Regardless of the terms and conditions included on the confirmation.
Sincerely,
[redacted]