Please consider this email our response to your letter dated October 11, regarding *** *** canceled reservation.Ms*** was aware of our cancellation policy when she made her reservation on April 18th of this year. Please see the following sentences
cut and pasted from her email to us on September 16th, when she advised us that she was cancelling her reservation:"I understand that you need to re-rent the room in order for my deposit to be refunded, is that correct? If, by chance, you cannot re-rent the room, would it be possible to transfer the deposit to another date after you reopen in 2018?"Ms*** rented a bedroom/bath water view unit for three nights beginning on Friday, October 13th and checking out on Monday, October 16th. She rented this unit for the night of Sunday, October 15th. While we were able to re-rent two nights of her three night reservation, we were not able to re-rent her unit to another customer for the night of Sunday, October 15th. Her email above states her understanding of the cancellation policy and she also confirmed her understanding of our $cancellation fee in her email to you that you forwarded to me.Please also note in the cut and pasted sentence above from Ms***'s September 16th email to us where she states:"If, by chance, you cannot re-rent the room, would it be possible to transfer the deposit to another date after you reopen in 2018?"Ms*** requested that we transfer her deposit to a future reservation; I countered with an offer for a complimentary night, valued at $349.65, which I understand from your letter that she has declined.In the interest of compromise and closing this matter, I will withdraw our offer of a complimentary night and instead offer a refund of 50%($236.25) of her original $deposit subject to the following condition. If Ms*** accepts this offer by replying 'accept' to this email(copying you) no later than 3pmtomorrow(Wednesday, October 18th), the refund in the amount of $will be made by company check and mailed to her within business days. I ask that Ms*** confirm her mailing address in her email reply, should she choose to accept this offer.Bayview Resort & Harbor, Inchas an impeccable history of customer service and guest satisfaction as seen in our many five star reviews. Per my telephone conversation with you today, the Revdex.com has no other complaints on record. We have been in business since 1972. It is clear from Ms***'s email dated September 16th that she understood the cancellation policy. We can not help when customers have a change in plans and in this instance I believe our offer of a free night next season was a sincere attempt to make Ms*** happy. The ***s have been long time guests, and with every reservation the cancellation policy is reviewed and restated upon email confirmation. Our cancellation policy has not been changed or amended. Moreover, the ***'s repeat business to us over the years has not gone unnoticed or unappreciated. We made every attempt to assist them in re-renting their unit and offer them an amicable solution, which they declined.If you have any questions, don't hesitate to contact me.Sincerely,*** *** General ManagerBayview Resort & Harbor, Inc.12030 Cedar Road, P.O. Box 73Ellison Bay, WI 54210(920)854-2006 [email protected]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I accept your refund offer of $236.25, which is 1/2 of my initial deposit. Mailing address: [redacted]
[redacted] [redacted]
[redacted]
Regards,
Lorie [redacted]
Please consider this email our response to your letter dated October 11, regarding *** *** canceled reservation.Ms*** was aware of our cancellation policy when she made her reservation on April 18th of this year. Please see the following sentences
cut and pasted from her email to us on September 16th, when she advised us that she was cancelling her reservation:"I understand that you need to re-rent the room in order for my deposit to be refunded, is that correct? If, by chance, you cannot re-rent the room, would it be possible to transfer the deposit to another date after you reopen in 2018?"Ms*** rented a bedroom/bath water view unit for three nights beginning on Friday, October 13th and checking out on Monday, October 16th. She rented this unit for the night of Sunday, October 15th. While we were able to re-rent two nights of her three night reservation, we were not able to re-rent her unit to another customer for the night of Sunday, October 15th. Her email above states her understanding of the cancellation policy and she also confirmed her understanding of our $cancellation fee in her email to you that you forwarded to me.Please also note in the cut and pasted sentence above from Ms***'s September 16th email to us where she states:"If, by chance, you cannot re-rent the room, would it be possible to transfer the deposit to another date after you reopen in 2018?"Ms*** requested that we transfer her deposit to a future reservation; I countered with an offer for a complimentary night, valued at $349.65, which I understand from your letter that she has declined.In the interest of compromise and closing this matter, I will withdraw our offer of a complimentary night and instead offer a refund of 50%($236.25) of her original $deposit subject to the following condition. If Ms*** accepts this offer by replying 'accept' to this email(copying you) no later than 3pmtomorrow(Wednesday, October 18th), the refund in the amount of $will be made by company check and mailed to her within business days. I ask that Ms*** confirm her mailing address in her email reply, should she choose to accept this offer.Bayview Resort & Harbor, Inchas an impeccable history of customer service and guest satisfaction as seen in our many five star reviews. Per my telephone conversation with you today, the Revdex.com has no other complaints on record. We have been in business since 1972. It is clear from Ms***'s email dated September 16th that she understood the cancellation policy. We can not help when customers have a change in plans and in this instance I believe our offer of a free night next season was a sincere attempt to make Ms*** happy. The ***s have been long time guests, and with every reservation the cancellation policy is reviewed and restated upon email confirmation. Our cancellation policy has not been changed or amended. Moreover, the ***'s repeat business to us over the years has not gone unnoticed or unappreciated. We made every attempt to assist them in re-renting their unit and offer them an amicable solution, which they declined.If you have any questions, don't hesitate to contact me.Sincerely,*** *** General ManagerBayview Resort & Harbor, Inc.12030 Cedar Road, P.O. Box 73Ellison Bay, WI 54210(920)854-2006 [email protected]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I accept your refund offer of $236.25, which is 1/2 of my initial deposit. Mailing address: [redacted]
[redacted] [redacted]
[redacted]
Regards,
Lorie [redacted]