Our client cancelled her reservation with us, and was due a refund of her advance deposit. She subsequently disputed the charge with her issuing bank, and we did not contest the reversal, because the client was truly due the refund. The issuing bank has already issued a full credit for the...
charge. We no longer have access to the funds to reverse, because it has already been done by her credit card issuing bank.
Thank you for the opportunity to address this matter. The client originally wanted a hotel and parking package reservation for one night, but she made the reservation in error for two nights (3/**/17 and 4/*/17) the night before her trip, and a return stay as well. She was charged an advance deposit...
of $55.60 for 2 nights which would have been applied as a credit toward her remaining balance at the hotel. When the client stated that this was an error, we immediately corrected her booking to just one night (3/**/17) and cancelled 4/*/17 with no cancellation penalty or fee. We adjusted and refunded her deposit for 4/*/17 in the amount of the additional night (half of $55.60 = $27.60 refunded on 3/**/17). On 3/**/17, the client requested cancellation of the one remaining night as well, so we cancelled that remaining night, and refunded her $17.60. She has only been charged $10 for cancellation of one night. (see published cancellation policy on our site stay123.com faq and also indicated on the written confirmation.) There is no false advertising. We are an authorize by our partner hotel to advertise our hotel and parking package which includes a hotel night, free shuttle and free long term parking. This is what was advertised at a specified price which would have been honored, had the client kept her confirmed reservation. The client booked this package for 2 nights, although inadvertently, as she only needed one night. This resulted in pricing figures that were higher than her expectation. This matter was corrected for her, without charge, and confirmed to her in writing. Subsequently, she chose to cancel her one remaining night, and she was then subject to our cancellation policy which results in a $10 fee. The remainder of her original payment of $55.60 less $10 for cancellation ($45.60) has already been refunded.If any additional information is needed please let me know.All the bestJodiStay123.com
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 and the matter has been resolved. Well after 15 days from my original canceling april [redacted], finally got our money back.Thanks
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
In our discussion with the hotel's business manager, she indicates that she was unaware that the third party was charging customers an amount in excess of their room rate.Our major concern still has not been addressed by the vendor. We reserved a room with a king bed and handicap shower. Our receipt from the third party vendor shows a"confirmed" reservation for a king room with handicap shower. We were not provided with the room that we reserved through this vendor. The room with a handicap showerwas not available at the "confirmed" hotel when we arrived. The hotel was unable to satisfy our reservation and offered us a special rate due to their inability to provide uswith the room that we had reserved, with an advanced deposit, from this third party provider. When we inquired with the third party provider, we were rudely advised by a representative of management that they communicated our request to the hotel correctly and they cannot be responsible if the room we reserved was not provided.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The client's email which was an answer to our question regarding description of the unnamed charges:[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Dear [redacted], Thank you for the details, and thank your patience while we review this matter. Our accountant will process a refund and send you the difference ($30.86 has already been refunded back to your credit card) of $28.64 in the form of a company check. All the best Jodi-[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Thank you for your email. Our accounts manager is reviewing this matter for you and we are anxious to have this resolved to your complete satisfaction. There is just one question, if I may, as the fare is listed at $37.00, please let me know the basis of the extra charge of $22.50. Looking forward to your reply. All the best Jodi [redacted]
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 and the matter has been resolved. I have attached a screenshot from 2/*/16 (the date is on the bottom right) showing that the reservation was still open as of that date. Today, 2/*/16, I did finally receive an email from Stay123 confirming the cancellation of reservation [redacted].
Sincerely,
[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]
Our client cancelled her reservation with us, and was due a refund of her advance deposit. She subsequently disputed the charge with her issuing bank, and we did not contest the reversal, because the client was truly due the refund. The issuing bank has already issued a full credit for the...
charge. We no longer have access to the funds to reverse, because it has already been done by her credit card issuing bank.
Thank you for the opportunity to address this matter. The client originally wanted a hotel and parking package reservation for one night, but she made the reservation in error for two nights (3/**/17 and 4/*/17) the night before her trip, and a return stay as well. She was charged an advance deposit...
of $55.60 for 2 nights which would have been applied as a credit toward her remaining balance at the hotel. When the client stated that this was an error, we immediately corrected her booking to just one night (3/**/17) and cancelled 4/*/17 with no cancellation penalty or fee. We adjusted and refunded her deposit for 4/*/17 in the amount of the additional night (half of $55.60 = $27.60 refunded on 3/**/17). On 3/**/17, the client requested cancellation of the one remaining night as well, so we cancelled that remaining night, and refunded her $17.60. She has only been charged $10 for cancellation of one night. (see published cancellation policy on our site stay123.com faq and also indicated on the written confirmation.) There is no false advertising. We are an authorize by our partner hotel to advertise our hotel and parking package which includes a hotel night, free shuttle and free long term parking. This is what was advertised at a specified price which would have been honored, had the client kept her confirmed reservation. The client booked this package for 2 nights, although inadvertently, as she only needed one night. This resulted in pricing figures that were higher than her expectation. This matter was corrected for her, without charge, and confirmed to her in writing. Subsequently, she chose to cancel her one remaining night, and she was then subject to our cancellation policy which results in a $10 fee. The remainder of her original payment of $55.60 less $10 for cancellation ($45.60) has already been refunded.If any additional information is needed please let me know.All the bestJodiStay123.com
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 and the matter has been resolved. Well after 15 days from my original canceling april [redacted], finally got our money back.Thanks
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
In our discussion with the hotel's business manager, she indicates that she was unaware that the third party was charging customers an amount in excess of their room rate.Our major concern still has not been addressed by the vendor. We reserved a room with a king bed and handicap shower. Our receipt from the third party vendor shows a"confirmed" reservation for a king room with handicap shower. We were not provided with the room that we reserved through this vendor. The room with a handicap showerwas not available at the "confirmed" hotel when we arrived. The hotel was unable to satisfy our reservation and offered us a special rate due to their inability to provide uswith the room that we had reserved, with an advanced deposit, from this third party provider. When we inquired with the third party provider, we were rudely advised by a representative of management that they communicated our request to the hotel correctly and they cannot be responsible if the room we reserved was not provided.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The client's email which was an answer to our question regarding description of the unnamed charges:[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Dear [redacted], Thank you for the details, and thank your patience while we review this matter. Our accountant will process a refund and send you the difference ($30.86 has already been refunded back to your credit card) of $28.64 in the form of a company check. All the best Jodi-[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Thank you for your email. Our accounts manager is reviewing this matter for you and we are anxious to have this resolved to your complete satisfaction. There is just one question, if I may, as the fare is listed at $37.00, please let me know the basis of the extra charge of $22.50. Looking forward to your reply. All the best Jodi [redacted]
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 and the matter has been resolved. I have attached a screenshot from 2/*/16 (the date is on the bottom right) showing that the reservation was still open as of that date. Today, 2/*/16, I did finally receive an email from Stay123 confirming the cancellation of reservation [redacted].
Sincerely,
[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]