Biloxi Beach Resort Rentals, LLC

On May 12, 2016, [redacted] called to get all pertinent information in regard to making a reservationShe called back on May 13, to book the reservationAfter the travel insurance was offered, she declined the insuranceGuest was sent a Confirmation, which included our Policies and Procedures The confirmation informed the guest she has three days to make any changes or corrections she deemed necessaryAfter the three days, per our Policies, the reservation is set up exactly how the Guest intended it to beOn May 18, 2016, Guest called wanting to cancel the reservationIt was explained to the Guest that she could not because she was outside the three-day change period and inside days to arrivalOur Policies clearly outline the Cancellation PolicyCancellations inside days to arrival are prohibitedWe offer travel insurance to cover emergency situations that may arise inside days to arrivalMrs [redacted] declined the insuranceShe also admitted to receiving the Confirmation with the Policies but not reading themShe went on to say: “nobody really reads that”.When Mrs [redacted] called on May 18, 2016, the call was referred to meI explained the Policies again at that time and even suggested she let a friend or relative utilize the reservationMrs [redacted] was in a state of heightened emotions when I explained she would not be getting a refundIn my explanation of the Policies, I was very clear and directI apologize if Mrs [redacted] took that as being rude As for the yelling match, that is a matter of opinionAfter seeing the conversation was going nowhere, I told the Guest that I was going to hang up and I did soMrs [redacted] spoke with other associates and made several attempts to sway other reservationists to refund her money or move her dates even though she was told I was the only person who could handle this.On June 1, 2016, we received a call from the Guest giving us authorization for [redacted] to check inLater we received a call from [redacted] ***, making sure everything was ok for her to chesince she purchased the reservation from Mrs***At this point a credit card authorization form was sent to Mrs [redacted] due to her credit card being used to pay for the reservation with someone else actually staying in the unit [redacted] did, in fact, cheand out according to the dates for the reservation.Biloxi Beach Resort Rentals realizes emergencies happenFor this reason we offer travel insuranceIt is the guest’s responsibility to accept or decline the insuranceIt is ultimately the Guest’s responsibility to read over the Confirmation and Policies and make any changes accordinglyMrs [redacted] declined the insurance and did not call to make any changes after receiving her ConfirmationFor all of these reasons, we are unable to offer a refund to this Guest.Thank You, [redacted] Reservations Managerell us why here

On May 12, 2016, [redacted] called to get all pertinent information in regard to making a reservationShe called back on May 13, to book the reservationAfter the travel insurance was offered, she declined the insuranceGuest was sent a Confirmation, which included our Policies and Procedures The confirmation informed the guest she has three days to make any changes or corrections she deemed necessaryAfter the three days, per our Policies, the reservation is set up exactly how the Guest intended it to beOn May 18, 2016, Guest called wanting to cancel the reservationIt was explained to the Guest that she could not because she was outside the three-day change period and inside days to arrivalOur Policies clearly outline the Cancellation PolicyCancellations inside days to arrival are prohibitedWe offer travel insurance to cover emergency situations that may arise inside days to arrivalMrs [redacted] declined the insuranceShe also admitted to receiving the Confirmation with the Policies but not reading themShe went on to say: “nobody really reads that”.When Mrs [redacted] called on May 18, 2016, the call was referred to meI explained the Policies again at that time and even suggested she let a friend or relative utilize the reservationMrs [redacted] was in a state of heightened emotions when I explained she would not be getting a refundIn my explanation of the Policies, I was very clear and directI apologize if Mrs [redacted] took that as being rude As for the yelling match, that is a matter of opinionAfter seeing the conversation was going nowhere, I told the Guest that I was going to hang up and I did soMrs [redacted] spoke with other associates and made several attempts to sway other reservationists to refund her money or move her dates even though she was told I was the only person who could handle thisOn June 1, 2016, we received a call from the Guest giving us authorization for [redacted] to check inLater we received a call from [redacted] ***, making sure everything was ok for her to chesince she purchased the reservation from Mrs***At this point a credit card authorization form was sent to Mrs [redacted] due to her credit card being used to pay for the reservation with someone else actually staying in the unit [redacted] did, in fact, cheand out according to the dates for the reservationBiloxi Beach Resort Rentals realizes emergencies happenFor this reason we offer travel insuranceIt is the guest’s responsibility to accept or decline the insuranceIt is ultimately the Guest’s responsibility to read over the Confirmation and Policies and make any changes accordinglyMrs [redacted] declined the insurance and did not call to make any changes after receiving her ConfirmationFor all of these reasons, we are unable to offer a refund to this GuestThank You, [redacted] Reservations Manager ell us why here

Please accept our sincere apology for the total lack of communication on our partThis is not the way we like to do business, unfortunately, in this instance it fell through the cracksI have placed a refund to your credit card in the amount of $*** for the housekeeping issues that were
reported in the unitWhen addressing the unit change or check in time, these items are actually covered in our policiesChetime is not guaranteed until pmBiloxi Beach Resort Rentals reserves the right to move you to a new unitIf you are not satisfied with that move, we will give a full refundAfter speaking with you on the phone, you agreed to the unit change. I agree that this has been a series of events and in no way is it our business practice, as you have indicated with your previous stayI can only hope that you will give us another opportunity to make this rightI will place a call to Mrs*** as well indicating what I have said in this reply
Thank You,
*** ***Reservations Manager

On May 12, 2016, [redacted] called to get all pertinent information in regard to making a reservation. She called back on May 13, 2016 to book the reservation. After the travel insurance was offered, she declined the insurance. Guest was sent a Confirmation, which included our Policies and...

Procedures.  The confirmation informed the guest she has three days to make any changes or corrections she deemed necessary. After the three days, per our Policies, the reservation is set up exactly how the Guest intended it to be. On May 18, 2016, Guest called wanting to cancel the reservation. It was explained to the Guest that she could not because she was outside the three-day change period and inside 30 days to arrival. Our Policies clearly outline the Cancellation Policy. Cancellations inside 30 days to arrival are prohibited. We offer travel insurance to cover emergency situations that may arise inside 30 days to arrival. Mrs. [redacted] declined the insurance. She also admitted to receiving the Confirmation with the Policies but not reading them. She went on to say: “nobody really reads that”.When Mrs. [redacted] called on May 18, 2016, the call was referred to me. I explained the Policies again at that time and even suggested she let a friend or relative utilize the reservation. Mrs. [redacted] was in a state of heightened emotions when I explained she would not be getting a refund. In my explanation of the Policies, I was very clear and direct. I apologize if Mrs. [redacted] took that as being rude.  As for the yelling match, that is a matter of opinion. After seeing the conversation was going nowhere, I told the Guest that I was going to hang up and I did so. Mrs. [redacted] spoke with other associates and made several attempts to sway other reservationists to refund her money or move her dates even though she was told I was the only person who could handle this.On June 1, 2016, we received a call from the Guest giving us authorization for [redacted] to check in. Later we received a call from [redacted], making sure everything was ok for her to check-in since she purchased the reservation from Mrs. [redacted]. At this point a credit card authorization form was sent to Mrs. [redacted] due to her credit card being used to pay for the reservation with someone else actually staying in the unit. [redacted] did, in fact, check-in and out according to the dates for the reservation.Biloxi Beach Resort Rentals realizes emergencies happen. For this reason we offer travel insurance. It is the guest’s responsibility to accept or decline the insurance. It is ultimately the Guest’s responsibility to read over the Confirmation and Policies and make any changes accordingly. Mrs. [redacted] declined the insurance and did not call to make any changes after receiving her Confirmation. For all of these reasons, we are unable to offer a refund to this Guest.Thank You,[redacted]Reservations Managerell us why here...

On May 12, 2016, [redacted] called to get all pertinent information in regard to making a reservation. She called back on May 13, 2016 to book the reservation. After the travel insurance was offered, she declined the insurance. Guest was sent a Confirmation,...

which included our Policies and Procedures.  The confirmation informed the guest she has three days to make any changes or corrections she deemed necessary. After the three days, per our Policies, the reservation is set up exactly how the Guest intended it to be. On May 18, 2016, Guest called wanting to cancel the reservation. It was explained to the Guest that she could not because she was outside the three-day change period and inside 30 days to arrival. Our Policies clearly outline the Cancellation Policy. Cancellations inside 30 days to arrival are prohibited. We offer travel insurance to cover emergency situations that may arise inside 30 days to arrival. Mrs. [redacted] declined the insurance. She also admitted to receiving the Confirmation with the Policies but not reading them. She went on to say: “nobody really reads that”.When Mrs. [redacted] called on May 18, 2016, the call was referred to me. I explained the Policies again at that time and even suggested she let a friend or relative utilize the reservation. Mrs. [redacted] was in a state of heightened emotions when I explained she would not be getting a refund. In my explanation of the Policies, I was very clear and direct. I apologize if Mrs. [redacted] took that as being rude.  As for the yelling match, that is a matter of opinion. After seeing the conversation was going nowhere, I told the Guest that I was going to hang up and I did so. Mrs. [redacted] spoke with other associates and made several attempts to sway other reservationists to refund her money or move her dates even though she was told I was the only person who could handle this.
On June 1, 2016, we received a call from the Guest giving us authorization for [redacted] to check in. Later we received a call from [redacted], making sure everything was ok for her to check-in since she purchased the reservation from Mrs. [redacted]. At this point a credit card authorization form was sent to Mrs. [redacted] due to her credit card being used to pay for the reservation with someone else actually staying in the unit. [redacted] did, in fact, check-in and out according to the dates for the reservation.
Biloxi Beach Resort Rentals realizes emergencies happen. For this reason we offer travel insurance. It is the guest’s responsibility to accept or decline the insurance. It is ultimately the Guest’s responsibility to read over the Confirmation and Policies and make any changes accordingly. Mrs. [redacted] declined the insurance and did not call to make any changes after receiving her Confirmation. For all of these reasons, we are unable to offer a refund to this Guest.
Thank You,
[redacted]
Reservations Manager
ell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was addressed at the bare minimum from Biloxi Beach Resort Rentals. I am very dissatisfied with their response. I am only accepting this because I am done dealing with a business that treats their clientele in this manner.  
 
Regards,
 
 
[redacted]