Atlantic Palace Condominium Assoication

Attached please find the receipts in the order each event took placePlease review each receipt carefully, checking dates and times. At not time did cash ever pass hands for this reservation. As indicated in our initial response there is not much to add other than these receipts showing the amount of times that the card declined. With the amount of declines, the reservation technically should have been canceled. Crediting back a day stay for the room would not have made room for the security deposit pre-authorization, as it takes a few days for credits to take effect. When a guest makes a reservation, they know exactly how much money is due at check in and how the payments can be madeThat is the responsibility of the guest, not the check in desk. To reiterate the myriad of rules and regulations we must comply with in relation to credit card company policy, unless we have a signed receipt, we cannot dispute a single chargeback, therefore we do not accept credit cards over the phone. Our check in desk is just that, a check in desk, they are there to check guests in to their reserved room, and take payment. If payment is not available, that becomes the guest responsibility, not that of the check in desk. The guest stated the funds would not be available until 12:am, if they were aware of that, how does that make the desk responsible. Make your reservation on a day your funds are available. I am not certain who can go to a store shopping and say at check out my funds are available tomorrow but let me take the food now. If the guest is claiming that the funds were not released from the pending status with their financial institution, then they can send us the statement showing where the funds were debited from their account and never credited back. That can be done either fax or e-mail.Thank you

Attached please find the receipts in the order each event took placePlease review each receipt carefully, checking dates and times. At not time did cash ever pass hands for this reservation. As indicated in our initial response there is not much to add other than these receipts showing the amount of times that the card declined. With the amount of declines, the reservation technically should have been canceled. Crediting back a day stay for the room would not have made room for the security deposit pre-authorization, as it takes a few days for credits to take effect. When a guest makes a reservation, they know exactly how much money is due at check in and how the payments can be madeThat is the responsibility of the guest, not the check in desk. To reiterate the myriad of rules and regulations we must comply with in relation to credit card company policy, unless we have a signed receipt, we cannot dispute a single chargeback, therefore we do not accept credit cards over the phone. Our check in desk is just that, a check in desk, they are there to check guests in to their reserved room, and take payment. If payment is not available, that becomes the guest responsibility, not that of the check in desk. The guest stated the funds would not be available until 12:am, if they were aware of that, how does that make the desk responsible. Make your reservation on a day your funds are available. I am not certain who can go to a store shopping and say at check out my funds are available tomorrow but let me take the food now. If the guest is claiming that the funds were not released from the pending status with their financial institution, then they can send us the statement showing where the funds were debited from their account and never credited back. That can be done either fax or e-mail.Thank you

Complaint: ***
I am rejecting
this response because: They are lying about the whole situation Also they did take our cash during the check in process As stated in our complaint this company has many complaints against them for there handling of customers We did in fact have all the money on our credit card, what they are lying about is that we did not have the money on the credit card for the security deposit because prior to us leaving for there resort we had already paid for our stay and called to make sure everything was in order When we arrived we had to pay a second time for our stay until they could figure out the problem, and once we did that we did not have enough money on our card for the security deposit which we did have plenty of cash we asked that they credit at least one day of the room on our card and we could then pay that in cash and we could put our security deposit on the card It didnt matter what we did the fact was they had already rebooked our room and given it away We where left stranded in state with them refusing to give us back our cash Yes they credited our card but the was not available so we had to then drive several hrs back to *** We were not given back our dollars cash nor after our parents called to assist with this because the manager to this day never called back after our parentsThe parents said to fax a release and they would mail it back with all there information on it to assist us We want the c sh back and a apology for there rude and disturbing treatment of us This place should be shut down This was a young couple and Jackies boyfriend was going to propose and Atlantic Palace ruined that All because they are so selfish and all about money They not only had double booked our room, we drove home several hrs after arriving there Do you even know how dangerous that was, or how many tolls we paid and the gas we paid out all to be sent home This resort ruined our vacation, time, and what was supposed to be the happiest time I want them to accept responsibility for all there actions, bad behavior, theft of cash and refusal to help in any way but instead turning a young couple out to the streets*** ***

This reservation was not booked with Atlantic Palace Resort or Atlantic Palace Interval Owner's AssociationPlease forward this to Atlantic Palace Condominium Owner's AssociationThese companies are unrelatedPlease remove this complaint from our record

Complaint: ***
I am rejecting
this response because: They are lying about the whole situation Also they did take our cash during the check in process As stated in our complaint this company has many complaints against them for there handling of customers We did in fact have all the money on our credit card, what they are lying about is that we did not have the money on the credit card for the security deposit because prior to us leaving for there resort we had already paid for our stay and called to make sure everything was in order When we arrived we had to pay a second time for our stay until they could figure out the problem, and once we did that we did not have enough money on our card for the security deposit which we did have plenty of cash we asked that they credit at least one day of the room on our card and we could then pay that in cash and we could put our security deposit on the card It didnt matter what we did the fact was they had already rebooked our room and given it away We where left stranded in state with them refusing to give us back our cash Yes they credited our card but the was not available so we had to then drive several hrs back to *** We were not given back our dollars cash nor after our parents called to assist with this because the manager to this day never called back after our parentsThe parents said to fax a release and they would mail it back with all there information on it to assist us We want the c sh back and a apology for there rude and disturbing treatment of us This place should be shut down This was a young couple and Jackies boyfriend was going to propose and Atlantic Palace ruined that All because they are so selfish and all about money They not only had double booked our room, we drove home several hrs after arriving there Do you even know how dangerous that was, or how many tolls we paid and the gas we paid out all to be sent home This resort ruined our vacation, time, and what was supposed to be the happiest time I want them to accept responsibility for all there actions, bad behavior, theft of cash and refusal to help in any way but instead turning a young couple out to the streets*** ***

This reservation was not booked with Atlantic Palace Resort or Atlantic Palace Interval Owner's Association. Please forward this to Atlantic Palace Condominium Owner's Association. These companies are unrelated. Please remove this complaint from our record.