Casa Kenwood Guesthouses

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I am reasonably satisfied with their financial calculationsThe one remaining point that is troubling is that they have elected to keep the money for a night that I could not and did not useThis is bad business; the consumer has to take them at their word that they were not able to re-book I am hoping that the record of this complaint serves to caution those who would do business with themTheir purposefully vague refund policy offers no recourse if you have to cancel.
Regards,
*** ***

Re: #***, Proof of full refund for booked nights with Casa Kenwood GuesthousesIn response to the dispute submitted to the Austin Revdex.com by *** ***, here is my corroborating proof of having fulfilled her request to refund her of the nights that were re-booked of her original reservation
with us(Please also see pdf attachments):1) *** ***'s original reservation request:Submitted From ***Full Name * *** ***Email Address (example: [email protected])* ***Phone Number* ***Choose a Guesthouse* Casita RojaNumber of Adults* 2Number of Children 0Are you bringing a pet?* NoCheDate* 8/14/16Check-out Date (2-night minimum)* 08/18/16How did you hear about us? *** ***...Anything else you want us to know about your inquiry or questions about your stay? (Don't forget to visit our FAQ - Frequently Asked Questions page) Hithanks--I know it's early to book, but I have to plan trips in advance and it's a special occasion :)Thank you! -***When I submit this form to Casa Kenwood Guesthouses it is an inquiry onlyI am not obligated to book these datesHowever, once payment is issued, I understand that my reservation is completed when I receive a Reservation Confirmation email that states that my full payment has been receivedRefunds for cancelled or unused dates are issued at the discretion of Casa Kenwood GuesthousesThere is a $transaction Cancellation Fee* Yes, I understand1a) Please note the highlighted portion above of our policy regarding Refunds that mention a $transaction Cancellation Fee of $30......Next to this section is a box that must be checked, and this box indicates:"Yes, I understand"(The inquiry will not generate and send to us unless this box is checkedThis proves that Miss *** knowingly agreed to our refund policy and all associated charges).2) Here is my response to her inquiry:Re: Website Inquiry From *** *** - Casa Kenwood Guesthouses Casa Kenwood Guesthouses 9/15/15 to ***, bcc: *** Hi ***,No problem! Thanks so much for reaching out! Yep, the Casita Rois indeed available for the nights that you are requesting: 8/14/- 8/18/check-out.The current Casita Rorate is $159/night weekend (Fri-Sat), $139/night weekday (Sun-Thurs), and hotel tax is 15%We collect payment up-front in order to take the availability for those nights off of our calendar, then send you a copy of your transaction receipt and a check-in/info sheet and you're set!Do you have any questions that I can answer?As for method of payment, we take all cards so you can either call me with card info (cc#, expiry, cvv, billing zip, name on card), or you can request that I send you a *** linkJust let me know which you prefer.Feel free to call (if I do not answer please leave a message...I have a toddler so I'm rarely able to answer my phone) or email me back!Thanks & kind regards,*** ***casa kenwood guesthouses*** ***3) Here are the calculations for her booked nights:Sunday 8/- $139Monday 8/- $139Tuesday 8/- $139Wednesday 8/- $139Total - $55615% hotel tax (city/state) - $83.40Grand total charged for reservation - $639.40 ...Please find the corroborating pdf attachment of her Transaction Receipt showing that she was charged as stated above: *** *** HTransaction Receipt 9.16.164) Miss *** was refunded for one night on 7/27/in the amount of $154.85Reservation date: Monday 8/- $13915% tax - $20.85Subtotal - $159.85**Processing fee - $5.00Grand total refund - $154.95(**Instead of charging *** a $transaction cancellation fee as per our stated policy in #above which she agreed to in her original inquiry, I only charged her 3% (or $5.00)This is the amount that was charged to me when I originally processed her paymentAlso, in light of her repeated assertions that she was having money problems, I waived the $for this transaction). Please see the attachment: RETURN *** HTransaction Receipt 7.27.165) Miss *** was refunded (paid) for two additional nights, via *** and at her request:Reservation dates:Tuesday 8/- $139Wednesday 8/- $139Subtotal - $27815% tax - $41.70Total - $319.70**Processing fee (official) - $30Grand total refund - *$289.70Please see the attachment corroborating that Casa Kenwood Guesthouses sent *** *** $289.70: *** *** 2nd Refund (***) - CKG (*Please note that *** may have taken out their own transaction fee out of this payment, so what she actually received will reflect this).6) Final calculations:Amount originally charged to Miss ***: $639.40Total amount refunded: $+ $= $444.65Remainder: $194.75The amount retained by Casa Kenwood Guesthouses:Reservation date not rebooked: Sunday 8/14: $139esttax: $20.75Processing fee for return transaction: $5Official transaction cancellation fee in *** transaction: $30Total: $194.75Summation: Per our official Reservation Cancellation policy, *** *** was refunded in-full (actually...plus $that could have been deducted from her first refund) for out of the nights of her original reservation....Thanks, Laureal, please let me if you need anything further from meI look forward to finally resolving this issue!Kind regards,*** ***Casa Kenwood Guesthouses***