Bewitched & BEDazzled Bed & Breakfast

Thank you for bringing this complaint to our attention. Attached is a copy of our cancellation policy that is posted on our web site and can be read by guest BEFORE making their reservation.When a guest calls and reserves a room giving us their credit card to charge the deposit we make the...

assumption they are not JUST SHOPPING for rooms, but are committedto the reservation.When we make a reservation we tell the guest that we will be sending them a confirmation of their reservation details along with our cancellation policy and dog policy. We ask them to please read both.Ms. [redacted] make her reservation on July 19, 4:47 P.M. and cancelled at 7:53 P.M. the same day. The cancellation fee is not dependant on when the reservation was made rather it is charges because the room was reserved and held for the guest. This is an industry standard. Ms. [redacted] had the opportunity to read the cancellation policies on­ line before she made the reservation. She also had the opportunity to ask the person taking the reservation about the policies. Of which she did neither.We are-a small B & B having-a- stellar-reputation-for-the-treatment-of our guest It is­ reflected in the 45% of our guest who return year after year. That said, we have already written and mailed Ms. [redacted] a $45 dollar check for the cancellation fee

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. 
Regards,

My apologizes for not responding sooner, I am a small Bed and Breakfast and this is my busy season. I have gone above and beyond to please this customer but to no avail.,--
The customer purchased a gift certificate that expired in 2012. On September 23, 2013 she phone to make a...

reservation using the gift certificate . We generously made an exception and booked a two night reservation for her and her husband for October 18- 19, 2013.
On October 7, 2013 she phoned to cancel the reservation because she and her husband had to her plans for that weekend . At that time she was reminded that we honored her expired gift certificate to make the reservation and we would graciously extend it for another 30 days. She did not want to rebook at that time. After 30 days of no response, we cancelled the gift certificate. When she phoned in May, 2014 we explained that we cancelled her gift certificate due to the time lapse and lack of response from her.
In May 2014 when I received the first letter from the Revdex.com about her complaint filed against me, I contacted her and offer to give her one night free if she would book for a two night visit . Her response was that she would get back to me. She never did.
It is too bad the customer lost her initial investment in the purchase of the gift certificate. As a small business owner, I have been very generous, going above and beyond, to extend the-dates:
I intend to go any further. We have been in business for 15 years and get rave reviews from all of our customers. I am sorry that we were unable to help her.

Review: Charged exorbitant cancellation fee for cancelling a reservation made months in advance within hours of booking the reservation. On 7/19/2015 I made a reservation for for 9/19/2015 (two months in advance) for a single king-sized room. I was told I would have to pay the balance that day in order to make the reservation so I gave my credit card number over the phone. At this point, without a full verbal disclaimer regarding the cancellation policy even though it became valid the moment I put money down. I then called to cancel the reservation within 2 hours and was told I would pay $45 cancellation fee, for what was essentially a 2 hour hold on a room 2 months in advance. I don't think that the 5 minutes I spent on the phone was worth $45 in fees and this information needs to be laid out clearly BEFORE taking in a reservation, not sent afterwards as part of the receipt for the order.Desired Settlement: I would like a refund of the $45 charge. This charge is well outside of industry standards and was not clearly communicated before taking payment information. I should not have to pay for services that were at no time rendered and the business should have no problem re-booking the room within the next 2 months. If this problem remains unresolved I have no issue with using word-of-mouth to warn away other potential victims of unjustified charges.

Business

Response:

Thank you for bringing this complaint to our attention. Attached is a copy of our cancellation policy that is posted on our web site and can be read by guest BEFORE making their reservation.When a guest calls and reserves a room giving us their credit card to charge the deposit we make the assumption they are not JUST SHOPPING for rooms, but are committedto the reservation.When we make a reservation we tell the guest that we will be sending them a confirmation of their reservation details along with our cancellation policy and dog policy. We ask them to please read both.Ms. [redacted] make her reservation on July 19, 4:47 P.M. and cancelled at 7:53 P.M. the same day. The cancellation fee is not dependant on when the reservation was made rather it is charges because the room was reserved and held for the guest. This is an industry standard. Ms. [redacted] had the opportunity to read the cancellation policies on­ line before she made the reservation. She also had the opportunity to ask the person taking the reservation about the policies. Of which she did neither.We are-a small B & B having-a- stellar-reputation-for-the-treatment-of our guest It is­ reflected in the 45% of our guest who return year after year. That said, we have already written and mailed Ms. [redacted] a $45 dollar check for the cancellation fee

Review: I purchased a gift certificate as a gift in December of 2012, with an expiration date of 12/2013. In OCt, 2013, I made a reservation for that month, which I ultimately had to cancel due to other conflicts. I remember being ridiculously interrogated at that time about my reason for cancelling, which I felt deserved no explanation. They told me they would extend me a courtesy until the end of 2013 to reschedule. I remember telling them then that they already had my money, and I was failing to see the courtesy involved here.On Sat, April 26, of this year, I again called this B & B to make a summer reservation and to inquire if my certificate would be honored in any way. Initially I spoke with [redacted], whose position I am unsure of. That conversation was pleasant, she assured me dates were available, and she was checking things and would get back to me, which she did. However, we played phone tag and I called back later and Ms [redacted], who appears to be the owner, answered. To say that she was inexcusably rude was the most serious understatement I could make. Her tone of voice to me, the consumer, was appalling. Her tone was elevated, as she told me this reservation was absolutely not in ink, and my certificate would in no way be honored. She quoted me an astronomical fee ( not so unusual for a shore point in season, believe me, I get it). Again, she referred to the fall of 2013, when she, by her standards, gave me a "courtesy" to book by the end of 2013. Her courtesy is somewhat confusing to me, as that was the original expiration date of the certificate. [redacted] assured me this certificate would not be honored whatsoever. She made no attempt to reconcile this at all. I feel this establishment's customer service is despicable.Desired Settlement: Request some type of reimbursement.

Business

Response:

My apologizes for not responding sooner, I am a small Bed and Breakfast and this is my busy season. I have gone above and beyond to please this customer but to no avail.,--

The customer purchased a gift certificate that expired in 2012. On September 23, 2013 she phone to make a reservation using the gift certificate . We generously made an exception and booked a two night reservation for her and her husband for October 18- 19, 2013.

On October 7, 2013 she phoned to cancel the reservation because she and her husband had to her plans for that weekend . At that time she was reminded that we honored her expired gift certificate to make the reservation and we would graciously extend it for another 30 days. She did not want to rebook at that time. After 30 days of no response, we cancelled the gift certificate. When she phoned in May, 2014 we explained that we cancelled her gift certificate due to the time lapse and lack of response from her.

In May 2014 when I received the first letter from the Revdex.com about her complaint filed against me, I contacted her and offer to give her one night free if she would book for a two night visit . Her response was that she would get back to me. She never did.

It is too bad the customer lost her initial investment in the purchase of the gift certificate. As a small business owner, I have been very generous, going above and beyond, to extend the-dates:

I intend to go any further. We have been in business for 15 years and get rave reviews from all of our customers. I am sorry that we were unable to help her.