This is a response to your letter dated October 3, regarding a guest M [redacted] , We have previously responded to MsM [redacted] via a chargeback request from her credit card CompanyI am forwarding this material to best explain the misunderstanding.In a nutshell, MsM [redacted] busked Broom with a third Party On-line Travel Agency; Booking.com, The Lemon Tree Inn is notable to cancel Contractual obligations between guests and the other companies they chose to do business with.Any guests that contact us attempting to cancel a reservation placed with an OTA are immediately referred to that agency to execute the cancellationWe do all we can to help, but Booking.com does not permit US to cancel their business arrangements between them and their clients.We cannot issue concellation numbers for reservations placed Booking.com; our system allows cancellation numbers to be issued for room reservations placed directly with our hotel via our website www.treeinns.com or via our reservationist, A copy of the Booking.Com reservation is attachad.This Guest may wish to pursue some remedy through Booking.com, but we held a room unsold per this reservation on a sold out night, We make every attempt to avoid no-show situations, but unfortunately this an issue beyond our control.Best regards, Lemon Tee Inn
Complaint: I am rejecting this response because: We, specifically, called the motel directly and cancelled the reservation They assured us that the reservation was cancelled and nothing further needed to be done They did not inform us that, inadvertently, we had booked through a third party The TelNumber I called appeared to be the motel directly I called the motel, directly, when we cancelled and thought it was cancelled The concierge assured us that the reservation was cancelled Regards, [redacted] M***
Complaint: 11743838
I am rejecting this response because: We, specifically, called the motel directly and cancelled the reservation. They assured us that the reservation was cancelled and nothing further needed to be done. They did not inform us that, inadvertently, we had booked through a third party. The Tel. Number I called appeared to be the motel directly. I called the motel, directly, when we cancelled and thought it was cancelled. The concierge assured us that the reservation was cancelled.
Regards,
[redacted] M[redacted]
Thank you for your letter with the captioned complaint. As a business established in 1960, we have many long standing and tested operational policies in place. Our Non-Smoking policy was established over 20 years ago and has remained unchanged to this day. Contrary to the complainants’ statement,...
our Inn does comply with all local ordinances with respect to signage and smoking/non-smoking areas. Additionally, we advertise the fact that all our guest rooms are non-smoking; as are all the interior spaces of our operation. I thoroughly investigated the circumstances and exchanges involving the complainants’ during the dates and times of their visit and cannot determine a course of action our staff could have taken to appease these guests. Smoking is an insidious habit and it offends the environment of others, but we do not control or prevent those who chose to smoke outside. These guests expected a smoke-free environment that we do not, nor ever have offered. My friendly and accommodating staff was challenged by the demands and behavior of the complainants and I am satisfied that their handling of the matter was appropriate. I completely understand the frustration with second-hand smoke, but we must serve the entire populationand there is no way to prevent smokers from staying at our Inn. As a customer service gesture my management offered the complainants a very generous $160 credit to hopefully quell a very unpleasant situation for all parties that day. We additionally had to make gestures to the other guesta and patrons impacted by the complainants. There were other guests complaining due the disruption and rudeness directed at them, photographs being taken of other patrons, etc. I hope this adequately explains this situation. If there are further questions please do not hesitate to contact us at your convenience. Best Regards, Lemon Tree Inn
This is a response to your letter dated October 3, 2016 regarding a guest M[redacted], We have previously responded to Ms. M[redacted] via a chargeback request from her credit card Company. I am forwarding this material to best explain the misunderstanding.In a nutshell, Ms. M[redacted] busked Broom with a...
third Party On-line Travel Agency; Booking.com, The Lemon Tree Inn is notable to cancel Contractual obligations between guests and the other companies they chose to do business with.Any guests that contact us attempting to cancel a reservation placed with an OTA are immediately referred to that agency to execute the cancellation. We do all we can to help, but Booking.com does not permit US to cancel their business arrangements between them and their clients.We cannot issue concellation numbers for reservations placed Booking.com; our system allows cancellation numbers to be issued for room reservations placed directly with our hotel via our website www.treeinns.com or via our reservationist, A copy of the Booking.Com reservation is attachad.This Guest may wish to pursue some remedy through Booking.com, but we held a room unsold per this reservation on a sold out night, We make every attempt to avoid no-show situations, but unfortunately this an issue beyond our control.Best regards, Lemon Tee Inn
This is a response to your letter dated October 3, regarding a guest M [redacted] , We have previously responded to MsM [redacted] via a chargeback request from her credit card CompanyI am forwarding this material to best explain the misunderstanding.In a nutshell, MsM [redacted] busked Broom with a third Party On-line Travel Agency; Booking.com, The Lemon Tree Inn is notable to cancel Contractual obligations between guests and the other companies they chose to do business with.Any guests that contact us attempting to cancel a reservation placed with an OTA are immediately referred to that agency to execute the cancellationWe do all we can to help, but Booking.com does not permit US to cancel their business arrangements between them and their clients.We cannot issue concellation numbers for reservations placed Booking.com; our system allows cancellation numbers to be issued for room reservations placed directly with our hotel via our website www.treeinns.com or via our reservationist, A copy of the Booking.Com reservation is attachad.This Guest may wish to pursue some remedy through Booking.com, but we held a room unsold per this reservation on a sold out night, We make every attempt to avoid no-show situations, but unfortunately this an issue beyond our control.Best regards, Lemon Tee Inn
Complaint: I am rejecting this response because: We, specifically, called the motel directly and cancelled the reservation They assured us that the reservation was cancelled and nothing further needed to be done They did not inform us that, inadvertently, we had booked through a third party The TelNumber I called appeared to be the motel directly I called the motel, directly, when we cancelled and thought it was cancelled The concierge assured us that the reservation was cancelled Regards, [redacted] M***
Complaint: 11743838
I am rejecting this response because: We, specifically, called the motel directly and cancelled the reservation. They assured us that the reservation was cancelled and nothing further needed to be done. They did not inform us that, inadvertently, we had booked through a third party. The Tel. Number I called appeared to be the motel directly. I called the motel, directly, when we cancelled and thought it was cancelled. The concierge assured us that the reservation was cancelled.
Regards,
[redacted] M[redacted]
Thank you for your letter with the captioned complaint. As a business established in 1960, we have many long standing and tested operational policies in place. Our Non-Smoking policy was established over 20 years ago and has remained unchanged to this day. Contrary to the complainants’ statement,...
our Inn does comply with all local ordinances with respect to signage and smoking/non-smoking areas. Additionally, we advertise the fact that all our guest rooms are non-smoking; as are all the interior spaces of our operation. I thoroughly investigated the circumstances and exchanges involving the complainants’ during the dates and times of their visit and cannot determine a course of action our staff could have taken to appease these guests. Smoking is an insidious habit and it offends the environment of others, but we do not control or prevent those who chose to smoke outside. These guests expected a smoke-free environment that we do not, nor ever have offered. My friendly and accommodating staff was challenged by the demands and behavior of the complainants and I am satisfied that their handling of the matter was appropriate. I completely understand the frustration with second-hand smoke, but we must serve the entire populationand there is no way to prevent smokers from staying at our Inn. As a customer service gesture my management offered the complainants a very generous $160 credit to hopefully quell a very unpleasant situation for all parties that day. We additionally had to make gestures to the other guesta and patrons impacted by the complainants. There were other guests complaining due the disruption and rudeness directed at them, photographs being taken of other patrons, etc. I hope this adequately explains this situation. If there are further questions please do not hesitate to contact us at your convenience. Best Regards, Lemon Tree Inn
This is a response to your letter dated October 3, 2016 regarding a guest M[redacted], We have previously responded to Ms. M[redacted] via a chargeback request from her credit card Company. I am forwarding this material to best explain the misunderstanding.In a nutshell, Ms. M[redacted] busked Broom with a...
third Party On-line Travel Agency; Booking.com, The Lemon Tree Inn is notable to cancel Contractual obligations between guests and the other companies they chose to do business with.Any guests that contact us attempting to cancel a reservation placed with an OTA are immediately referred to that agency to execute the cancellation. We do all we can to help, but Booking.com does not permit US to cancel their business arrangements between them and their clients.We cannot issue concellation numbers for reservations placed Booking.com; our system allows cancellation numbers to be issued for room reservations placed directly with our hotel via our website www.treeinns.com or via our reservationist, A copy of the Booking.Com reservation is attachad.This Guest may wish to pursue some remedy through Booking.com, but we held a room unsold per this reservation on a sold out night, We make every attempt to avoid no-show situations, but unfortunately this an issue beyond our control.Best regards, Lemon Tee Inn