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]
In this customers own words she has stated she has worked with us many times in the pastOur 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 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]
In this customers own words she has stated she has worked with us many times in the pastOur 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 part.She was refunded the damage deposit less the cancelation fee.Heidi V [redacted] , RAloha Dream Vacations