Brenner Coach & Limousine

Hello, and thank you for contacting us with this matter I have just spoken to the manager on duty when Mr [redacted] called to cancel She represents that he absolutely knew the cancellation policy when he called to cancel In fact, [redacted] remarked that "It is only days out, and can't we give him his refund." He then asked to split the difference The manager offered to give them a gift certificate in the amount of the deposit so that he can still use the value of the dollar here at the White Sands She explained that the gift card does not expire or depreciate He denied her offer Mr [redacted] has since called and spoke to several of my staff members hoping to find someone who will refund his money We, as you know, are primarily seasonal business and rely on our cancellation policies to insure occupancy We feel that he absolutely knew the policies at time of reservation and cancellation and refused our offer to help him not lose the value to his money Should he change his mind and would like the gift certificate, I would be happy to honor the offer

The reservation booked was for *** *** at the time of complaint we gave the guest a $refund for dissatisfaction of the cleanliness of the bathroom and the overall cleanliness of the hotel room. We were unable to move them as
we were at 100% occupancy. The guest complained the next day that she was dissatisfied with housekeeping even after the entire room was redone after her first complaint. She felt at checkout time that the refund of $was not sufficient enough and that we should have offered more of a credit. As stated about the issues she had were addressed and corrected immediately and the credit was also issued. We do not feel there is anything further that we can offer the guest. thanks :) Susan The White Sands

Hello, and thank you for contacting us with this matter.  I have just spoken to the manager on duty when Mr. [redacted] called to cancel.  She represents that he absolutely knew the cancellation policy when he called to cancel.  In fact, [redacted] remarked that "It is only 9 days out, and...

can't we give him his refund."  He then asked to split the difference.  The manager offered to give them a gift certificate in the amount of the deposit so that he can still use the value of the dollar here at the White Sands.  She explained that the gift card does not expire or depreciate.   He denied her offer.  Mr. [redacted] has since called and spoke to several of my staff members hoping to find someone who will refund his money.  We, as you know, are primarily seasonal business and rely on our cancellation policies to insure occupancy.  We feel that he absolutely knew the policies at time of reservation and cancellation and refused our offer to help him not lose the value to his money.  Should he change his mind and would like the gift certificate, I would be happy to honor the offer.

Complaint: [redacted]
I am rejecting this response because: On July 19th I called the hotel directly and made a reservation with [redacted]'s card. I was not informed over the phone of any cancelation policies from the employee on duty.I paid with his credit card and it was a done deal...they had our money. Then I cot a confirmation # via email.On July 24th, [redacted] called to cancel the reservation and was only told "that there would be a $25 cancel fee and that the refund should show up on his credit card on or around the 10th business day.Now...when [redacted] called to question where his refund was in mid-Aug, they told him about a "10 day" cancelation policy and that yes he would still be refunded and that sometimes it takes the banks a while to process. So on Aug 28/29 [redacted] spoke to managment, her name was Susie.[redacted] discussed with her that he was within the time frame for a refund (he only knew about this AFTER he called to cancel.)Furthermore in the responding correspondence from White sands, they claim that they offered him a gift card for the amount of the down payment. FALSE, as I just spoke to [redacted] and he told me they never offered such a thing to him...and if they did, he told me he may have accepted that offer. WS is insisting that they offered him that and that [redacted] denied the offer. FALSE. At this point we do not want any compensation other than the amount requested credited to his bank within 5 business days . If we do not see this credit, we will have no other choice but to contact NJ Atty General and take legal action.
Regards,
[redacted]