Alpine Inn

The Alpine Motor Inn is a hotel, with bar and restaurant, that operates in Lake Placid, NYWe are open all year longWe purchased this hotel in December and we constantly operate the hotel with no interruptionsWe advertise our business and collect bookings using pretty much all publicly
available travel sites including ***.com, ***.com, ***.com, ***.com, ***.com etcOn all these websites we display our rates and our booking policies including cancellation policyAll our rates are non-refundable rates as states on all sitesThis customer (related to the case ID ***) reserved the room for period July 30, until August 2, The reservations were made on ***.com web site on April 28, at 9:AM EDTReservation details from ***.com are presented in Appendix A to this letterOur customer support manager, MrDavor T., responded to guest on the same day, April 28, at 9:AM with confirmation of the customer's reservation and contact information including the phone number (###-###-####)The original response to the guests is presented in Attachment
BWe didn't hear back from the guest until May 6, when the guest called me (the owner of the hotel)She told me that she was trying to contact the hotel for a while and the phone number that she gave me over the phone is not our phone number at allThe guest couldn't provide the information where did they find that phone number - because it was the wrong numberI told the guest that our customer support team would call her
back in order to respond to her callOur customer support manager called the guest back on May 7, and he explained to the guest that all our prices are non-refundable prices as it clearly states on her confirmation and receiptHe even offer her, free of any additional charge, to reschedule her stay for some other datesThe guest refused that offerAfter the guest stated that she would start the legal action and hire the lawyer in order to get her money back our customer
support manager politely ended the conversation***.com also tried to contact us on May 8, in regards to the customer complaint and we responded to *** the same day via email with the explanation of the events regarding the reservation (see Appendix C)Sincerely, Neven Manojlovic, Owner and Managing Member

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
They are completely contradicting themselves and lying!! They say they don't have reservations available only bookings with 50% deposit if days out. Well then please explain to me how I reserved a room on 4-28-and $was withdrawn from my checking account on 4-29-17????!!!!! days from reserving the room would have been 6-26-Are they telling me at another $is coming out of my account!! That 50% explanation is a complete fabricationThey took my money the very next dayIF that were true, only $would had been taken from my checking accountAt no time during my conversations with either men, did the topic of 50% come up. I even told them the I couldn't afford the $taken out of my account which was for billsThey just kept saying the have a no refund policy. I can understand why now because they are stealing money from peopleI have also not hear no one from Davor who said he would get back to me with a plan that both parties would be satisfied withNo callNo emailAnd no mention to you at the Revdex.com that he is even trying to make this situation better. No just keeps coming up with more liesThis is ridiculous!!!
Regards,
*** ***

Revdex.com spoke to Davor at business and received the following response and clarification: We do not have reservations available, only bookings which outside of days required 50% deposit and the other 50% charged when days remainedUpon booking, the policies do state the deposit policies

We have received the complaint ID [redacted]. The complaint is without any merit. The fact is that this guest booked 2 rooms in our hotel from October 6-8, 2017 under "strict cancellation policy" - which means a "non-refundable policy if cancellation happens under 60 days from Check-In date. The guest...

wanted to cancel one of the rooms on September 9, 2017 (that is under the window of 60 days before check-in date). At that moment we were under no obligation to refund this guest at all as per our policy published on [redacted].com and written on the [redacted].com receipt that the guest got. We told the guest that her booking is non-refundable but she pleaded for exception in her case because of the medical urgency. We wanted to help the guest and advised her that she needs to cancel bookings with [redacted].com and that we will refund the money for her stay if we rebook the rooms. She originally cancel then withdrawn her cancellation (for both rooms) - so those rooms showed as booked all that time. She complained to [redacted].com also, and [redacted].com initially refunded her by withdrawing funds from our account. Upon further research [redacted].com sent me email apologizing for their action and refunding us the money they withdraw by the following explanations (insert from original email response from [redacted].com to Alpine Inn and this email is attached in Appendix B.):-After reviewing this case, I believe that [redacted].com has made an error regarding this reservation. -The guest asked twice to cancel the booking (from the time of booking, the reservation was NR) and changed their mind twice. -I have asked the invoice, we issued to you for this booking to be reversed and provide a credit not so you will not owe this money to [redacted].com. - Your property no longer needs to take any action in regard to this reservation.  This should not happen if we strictly followed the cancellation policy. We tried to be nice and to help the guest and we have only waste of our time with all these phone calls, explanations and correspondences, etc. Sincerely, Neven Manojlovic c/o Alpine Inn Owner/Manager