Aspen Bluffs Villa

My mother,[redacted], was to be discharged from the [redacted] Hospital following hip surgery.A vacancy was available at Aspen Bluffs,but a deposit was needed in advance to reserve it. April 30 2015,a $500 deposit was left in person at Aspen Bluffs,with the understanding that she would be taking occupancy on Tues. May 5.At that time, there was no verbal or written confirmation that the deposit was nonrefundable.Tues. May 5, She fell in the early morning hours in the [redacted] Hospital and broke her hip for the second time.She was rushed by ambulance to [redacted] for hip surgery,where she remained until May 12.Tues.May 12 She was transferred to the [redacted] Hospital. Mon.May 11 We contacted Aspen Bluffs to say she would not be needing the room. Asked for it to be cancelled. Manager not in,spoke to staff person who said the manager would get back to us. They never contacted us. At that time,there was no statement of a non refundable deposit,either written or verbal.June 11 Notification was given that she would be tranferred to the [redacted] Nursing Home in Canora on June 15. June 11,2015 we went to Aspen Bluffs Villa to request a refund of the $500.00 deposit. Only at that point,were we told that the $500.00 deposit was non refundable. [redacted]. Circumstances beyond our control dictated the cancellation of this room. This facilities literature should state clearly that all deposits are non refundable. [redacted]. We want a complete $500.00 refund.Desired SettlementWE want a complete $500.00 refund from Aspen Bluffs Villa.We also want Aspen Bluffs Villa to clarify their policy regarding deposits being non refundable towards rooms at their facility,both verbally and through their literature and their website to ensure that there is no confusion in the future.Business Response In response to this complaint it should be noted that the obvious reason/function of giving the $500 deposit was to "HOLD" the room and guarantee that the suite that was shown to them on April 30, 2015 would indeed be held for their mother and not rented to anyone else. This was explained to these people by the manager of the care home. Without this deposit being non-refundable there is no guarantee. This and all other deposits are then credited to the renter's account for the rent owed upon occupancy. If these people were not serious about renting a suite they would have never given a deposit to hold the room. We have never and will never hold a room for anyone without a deposit. I understand the very unfortunate circumstances but they have nothing to do with the monetary commitment made to guarantee that their mother had a home to go to upon discharge from hospital. [redacted]. The rental process at Aspen Bluffs is no different than any other rental situation requiring a deposit.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)On April 30th when the deposit was made,there was no written or verbal confirmation that the deposit was non refundable.It was not clear whether the deposit was refundable or not.It was stated that this and all other deposits are then credited to the renters account for the rent owed upon occupancy.She never occupied the suite,therefore the deposit should be refunded.The very unfortunate circumstances our mother endured had everything to do with the monetary commitment made to guarantee that she had a home to go to upon discharge from hospital.When our mother was discharged from [redacted] a week after her fall,she was transferred to [redacted] Hospital for six weeks for rehabilitation.A day before this move,we contacted Aspen Bluffs to let them know she would not be moving there or any other private home.[redacted].Aspen Bluffs is implying that any deposit means non refundable.If there was nothing to indicate that the deposit was non refundable,then the deposit should be refunded.