Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Everything you stated in your letter couldn't be further from the truth [redacted] from the very beginning has woven together lies upon lies upon liesWe initially thought that we booked our hotel through hotels.com not booking.comWe quickly realized that that was a mistake and we had in fact booked it through [redacted] himself The other lie that [redacted] had told you was that we turnEd down alternative accommodations for our stayWe did no such thingHe said that your other property was completely bookedThat's why we did not stay thereHow could we? It was booked In addition to all of this, not one time did my husband or I raise our voice or yell at [redacted] in any fashionWe were upset at the fact that you were all unwilling to accommodate us reasonably like any other hotel would do [redacted] and yourself were the ones who were condescending, and dismissive to our needsWe had just drove six hours to get there and realized that you guys wouldn't hold up your end of the bargain in terms of accommodating usIt was you and [redacted] were disrespectful and condescending It is standard business practice that if you overbook you find suitable accommodations for the people that were inconveniencedYou did no such thingYou offered us a stay at your sister property which was completely bookedYou did not attempt to find alternative accommodations other than thatYou refunded us our deposit but we should've been offered a complete stay add another property for your neglect and content in this matter In terms of you offering us two free nights, you offered us two free nights in your off peak seasonIf you are completely unwilling to help us or find a suitable accommodations, Why would we take a chance to book with you again in the future? There was not one time where we stormed out of your office or hung up the phone on youYou're trying to read a story that is full of lies in the consistenciesThis will not go awayWe have been wronged by your company and will not sit idle Levi while you treat other human beings in this fashion What we are asking for is nothing out of the ordinary heWe want the money back that we spent at the other property due to your lack of follow-through and professionalism Regards, [redacted]
Thank you so much for taking the time to post your comments we always appreciate feedbackMostly, we are sorry to hear that you were dissatisfied with the customer service that we provided you withWe are currently addressing the issue that you brought up with our employees and outside vendors in
hopes to improve our guest experience while visiting our propertyI had an opportunity to discussed your concerns with our office staff and as per my own recollections of what actually took place I do believe that this is a misunderstandingAs per our records:When you arrived to our property our office was closed because you arrived after hours, in addition, we had no vacancies or check ins for the night so why would be open? We are a small property ofunits and our posted business hours are from 9:00am to 5:30pm Monday to Saturday and unless we have check-ins or vacancies we adhere to the hours posted and work only on call afterhours When you reached the Beachwalk’s after-hours number you were put in touch with *** who was on call and who promptly drove to Beachwalk to assist youWhen *** arrived to Beachwalk you were told by *** that Beachwalk was at full capacity and that he did not see a reservation for you which understandably aggravated youYou than proceeded to tell *** that you were sure that you had reserved a room through booking.com but after much research on booking.com and after much deliberation you changed your story and said that the reservation was actually made by someone in our organizationYou not knowing how you reserved your room was not a problem to *** but it did prolong the time that it usually takes him to research a reservation thus; aggravating the situation furtherWhen *** finally found a deposit under your name but with no reservation attached to it, *** apologized and offered you the full deposit and refunded your deposit promptlyIn addition, he offered you to accommodate you elsewhere or at our sister property but, you walked out in anger and refused bothNot to mention, you left your husband inside with *** to verbally abuse him and to ensure that he was put on his placeWhen you angrily came back into the office your deposit was already refunded and you were once again offered equal accommodations elsewhere or an upgrade unit at our sister property but you refused both and proceeded to tell *** that you had already found other accommodations Moreover, when you called me to discuss what had happened and to demand that we pay for the accommodations elsewhere; I apologized profusely and explained to you that we could not do that because we had already refunded you your full deposit and because we had tried to find you equal accommodations that you had refusedDuring our conversation I also offered you a two free nights stay at Beachwalk in hopes to gain your business back and your forgiveness but at no avail. In fact, you refused my offer by hanging up the phone abruptly Needless to say, we are truly sorry for the inconveniences that we may have caused you and we take responsibility for any part that we have may had in this complaint but your facts are not straight nor they are completely true!When the problem occurred we offered you all of the options that we deemed fair and necessary to provide you with great customer service and to undo our wrongs but you refused the remedies that we offered youAt this point we will not be able to pay for your stay somewhere else. Please feel free to call us if you wish to discuss this furtherKind Regards *** *** ** ***COOBeachwalk villas***
Dear Customer, We know that you think that you are in the right but our recollection of the events are very different than those of your observations. It is the norm that if we have an accidental double booking we find suitable or upgraded accommodations at the original priced offered or at no extra cost to the customer but It is NOT the norm that we would pay for full accommodations elsewhere when we refunded All the money paid to us and when the customer refused our assistance on finding suitable accommodations. If you look at our track record and reviews, after 14 years in business, we DO NOT have any other complaints against our customer service or business operations because even though we are not perfect we have been able to always provide our guest with sensible resolutions and with great customer service. Since the beginning ALL you have demanded is that we pay for your accommodations elsewhere and we will not do that. We did our best to try to find you suitable alternative accommodations and we promptly refunded your deposit but because of the level of your anger we were unable to successfully satisfied your demands. In addition, after the fact, and in an attempt to breach the gap [redacted] offered you a free two night stay at Beachwalk (a $400.00 value) and at no avail. Needless to say, we are truly sorry for any inconveniences that we may have caused you and we hope that we can peacefully part ways.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Everything you stated in your letter couldn't be further from the truth. [redacted] from the very beginning has woven together lies upon lies upon lies. We initially thought that we booked our hotel through hotels.com not booking.com. We quickly realized that that was a mistake and we had in fact booked it through [redacted] himself. The other lie that [redacted] had told you was that we turnEd down alternative accommodations for our stay. We did no such thing. He said that your other property was completely booked. That's why we did not stay there. How could we? It was booked. In addition to all of this, not one time did my husband or I raise our voice or yell at [redacted] in any fashion. We were upset at the fact that you were all unwilling to accommodate us reasonably like any other hotel would do. [redacted] and yourself were the ones who were condescending, and dismissive to our needs. We had just drove six hours to get there and realized that you guys wouldn't hold up your end of the bargain in terms of accommodating us. It was you and [redacted] were disrespectful and condescending. It is standard business practice that if you overbook you find suitable accommodations for the people that were inconvenienced. You did no such thing. You offered us a stay at your sister property which was completely booked. You did not attempt to find alternative accommodations other than that. You refunded us our deposit but we should've been offered a complete stay add another property for your neglect and content in this matter. In terms of you offering us two free nights, you offered us two free nights in your off peak season. If you are completely unwilling to help us or find a suitable accommodations, Why would we take a chance to book with you again in the future? There was not one time where we stormed out of your office or hung up the phone on you. You're trying to read a story that is full of lies in the consistencies. This will not go away. We have been wronged by your company and will not sit idle Levi while you treat other human beings in this fashion. What we are asking for is nothing out of the ordinary he. We want the money back that we spent at the other property due to your lack of follow-through and professionalism.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Everything you stated in your letter couldn't be further from the truth [redacted] from the very beginning has woven together lies upon lies upon liesWe initially thought that we booked our hotel through hotels.com not booking.comWe quickly realized that that was a mistake and we had in fact booked it through [redacted] himself The other lie that [redacted] had told you was that we turnEd down alternative accommodations for our stayWe did no such thingHe said that your other property was completely bookedThat's why we did not stay thereHow could we? It was booked In addition to all of this, not one time did my husband or I raise our voice or yell at [redacted] in any fashionWe were upset at the fact that you were all unwilling to accommodate us reasonably like any other hotel would do [redacted] and yourself were the ones who were condescending, and dismissive to our needsWe had just drove six hours to get there and realized that you guys wouldn't hold up your end of the bargain in terms of accommodating usIt was you and [redacted] were disrespectful and condescending It is standard business practice that if you overbook you find suitable accommodations for the people that were inconveniencedYou did no such thingYou offered us a stay at your sister property which was completely bookedYou did not attempt to find alternative accommodations other than thatYou refunded us our deposit but we should've been offered a complete stay add another property for your neglect and content in this matter In terms of you offering us two free nights, you offered us two free nights in your off peak seasonIf you are completely unwilling to help us or find a suitable accommodations, Why would we take a chance to book with you again in the future? There was not one time where we stormed out of your office or hung up the phone on youYou're trying to read a story that is full of lies in the consistenciesThis will not go awayWe have been wronged by your company and will not sit idle Levi while you treat other human beings in this fashion What we are asking for is nothing out of the ordinary heWe want the money back that we spent at the other property due to your lack of follow-through and professionalism Regards, [redacted]
Thank you so much for taking the time to post your comments we always appreciate feedbackMostly, we are sorry to hear that you were dissatisfied with the customer service that we provided you withWe are currently addressing the issue that you brought up with our employees and outside vendors in
hopes to improve our guest experience while visiting our propertyI had an opportunity to discussed your concerns with our office staff and as per my own recollections of what actually took place I do believe that this is a misunderstandingAs per our records:When you arrived to our property our office was closed because you arrived after hours, in addition, we had no vacancies or check ins for the night so why would be open? We are a small property ofunits and our posted business hours are from 9:00am to 5:30pm Monday to Saturday and unless we have check-ins or vacancies we adhere to the hours posted and work only on call afterhours When you reached the Beachwalk’s after-hours number you were put in touch with *** who was on call and who promptly drove to Beachwalk to assist youWhen *** arrived to Beachwalk you were told by *** that Beachwalk was at full capacity and that he did not see a reservation for you which understandably aggravated youYou than proceeded to tell *** that you were sure that you had reserved a room through booking.com but after much research on booking.com and after much deliberation you changed your story and said that the reservation was actually made by someone in our organizationYou not knowing how you reserved your room was not a problem to *** but it did prolong the time that it usually takes him to research a reservation thus; aggravating the situation furtherWhen *** finally found a deposit under your name but with no reservation attached to it, *** apologized and offered you the full deposit and refunded your deposit promptlyIn addition, he offered you to accommodate you elsewhere or at our sister property but, you walked out in anger and refused bothNot to mention, you left your husband inside with *** to verbally abuse him and to ensure that he was put on his placeWhen you angrily came back into the office your deposit was already refunded and you were once again offered equal accommodations elsewhere or an upgrade unit at our sister property but you refused both and proceeded to tell *** that you had already found other accommodations Moreover, when you called me to discuss what had happened and to demand that we pay for the accommodations elsewhere; I apologized profusely and explained to you that we could not do that because we had already refunded you your full deposit and because we had tried to find you equal accommodations that you had refusedDuring our conversation I also offered you a two free nights stay at Beachwalk in hopes to gain your business back and your forgiveness but at no avail. In fact, you refused my offer by hanging up the phone abruptly Needless to say, we are truly sorry for the inconveniences that we may have caused you and we take responsibility for any part that we have may had in this complaint but your facts are not straight nor they are completely true!When the problem occurred we offered you all of the options that we deemed fair and necessary to provide you with great customer service and to undo our wrongs but you refused the remedies that we offered youAt this point we will not be able to pay for your stay somewhere else. Please feel free to call us if you wish to discuss this furtherKind Regards *** *** ** ***COOBeachwalk villas***
Dear Customer, We know that you think that you are in the right but our recollection of the events are very different than those of your observations. It is the norm that if we have an accidental double booking we find suitable or upgraded accommodations at the original priced offered or at no extra cost to the customer but It is NOT the norm that we would pay for full accommodations elsewhere when we refunded All the money paid to us and when the customer refused our assistance on finding suitable accommodations. If you look at our track record and reviews, after 14 years in business, we DO NOT have any other complaints against our customer service or business operations because even though we are not perfect we have been able to always provide our guest with sensible resolutions and with great customer service. Since the beginning ALL you have demanded is that we pay for your accommodations elsewhere and we will not do that. We did our best to try to find you suitable alternative accommodations and we promptly refunded your deposit but because of the level of your anger we were unable to successfully satisfied your demands. In addition, after the fact, and in an attempt to breach the gap [redacted] offered you a free two night stay at Beachwalk (a $400.00 value) and at no avail. Needless to say, we are truly sorry for any inconveniences that we may have caused you and we hope that we can peacefully part ways.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Everything you stated in your letter couldn't be further from the truth. [redacted] from the very beginning has woven together lies upon lies upon lies. We initially thought that we booked our hotel through hotels.com not booking.com. We quickly realized that that was a mistake and we had in fact booked it through [redacted] himself. The other lie that [redacted] had told you was that we turnEd down alternative accommodations for our stay. We did no such thing. He said that your other property was completely booked. That's why we did not stay there. How could we? It was booked. In addition to all of this, not one time did my husband or I raise our voice or yell at [redacted] in any fashion. We were upset at the fact that you were all unwilling to accommodate us reasonably like any other hotel would do. [redacted] and yourself were the ones who were condescending, and dismissive to our needs. We had just drove six hours to get there and realized that you guys wouldn't hold up your end of the bargain in terms of accommodating us. It was you and [redacted] were disrespectful and condescending. It is standard business practice that if you overbook you find suitable accommodations for the people that were inconvenienced. You did no such thing. You offered us a stay at your sister property which was completely booked. You did not attempt to find alternative accommodations other than that. You refunded us our deposit but we should've been offered a complete stay add another property for your neglect and content in this matter. In terms of you offering us two free nights, you offered us two free nights in your off peak season. If you are completely unwilling to help us or find a suitable accommodations, Why would we take a chance to book with you again in the future? There was not one time where we stormed out of your office or hung up the phone on you. You're trying to read a story that is full of lies in the consistencies. This will not go away. We have been wronged by your company and will not sit idle Levi while you treat other human beings in this fashion. What we are asking for is nothing out of the ordinary he. We want the money back that we spent at the other property due to your lack of follow-through and professionalism.
Regards,
[redacted]