We have made every effort to help with the issue at hand Unfortunately, I do have a policy the I have to uphold We are a business and do acquire fee's for any cancellations that we have to preform If Mr*** would of paid by check or money order, then we could of by passed this charge We understand as humans, that things happen, that is why we gave the guest the same options that we give anyone else that has to cancel a reservation Mr*** has contacted my office and called us thieves and along with other demeaning terms, he has suggested that I take training class, along with his other suggestionsWe take a lot of pride in our property and strive to make every guest experience great
Complaint: ***
I am rejecting this response because:
What Ms *** has relayed is more fantasy than fact I only spoke to her after I received my credit card bill showing that I had been refunded the amount less $ There was never a mention of a cancellation fee for a special package I looked at my confirmation notice from Escondita, I still have it on my email One of the ladies I spoke with on the 10th of November, the day after my wife died suggested some options as mentioned by Ms ***, I wanted a complete remittance, think about it now, why would a widowed man go to a romantic spa resort on Valentine's Day by himself Secondly, I am a retired blue collar worker, recently widowed, how many people like me do you know that can afford to gift a $1,spa resort to somebody else What really is upsetting is that I received an email confirmation today, 17Dec, from Escondita and it is dated 7Oct The difference is that the one I received today says there is a $cancellation fee for a spa retreat special package There is no such language on the initial confirmation I received on 7October Looks like Ms *** is trying to cover her butt In my initial complaint I emphasized that there was no language about a special package cancellation fee Bottom line is that Escondita is dealing with human beings, we get sick, we die, they need to have exceptions to their policy I would ask again that they do the right thing and return the $they still owe me.
Regards,*** ***
Complaint: ***
I am rejecting this response because: Ms ***'s recollection of events is not completely accurate I did not refer to the staff or her as thieves I did say she was heartless and a criminal I did not use any other demeaning terms as she would suggest I am a retired human resources manager and I did recommend she attend some additional training to improve her people skills, and make attitudinal adjustments As I identified yesterday in my communications, there were two email confirmation reservation approvals sent to meThe first one did not indicate a cancellation fee of $for a special package, that email was sent to me on 8OctI received the second email reservation confirmation yesterday and it was redone to include the $cancellation fee The staff at the resort is trying to cover up their initial mistakes When I was reviewing the packages to make a reservation there was nothing on the internet that indicated a $cancellation feeBased upon that fact alone that a second email confirmation was sent to me on 18Dec2014, with cancellation fees added, I don't see how the Revdex.com would believe anything that comes out of the hotel staff Ms *** says that I was given the same opportunity as everyone else and I believe that to be as I only spoke with her concerning the cancellation fee after I received my credit card bill and the resort/spa remittance was $less than I paid I have attached two letters, one addressed to the Resort attention the owner, Mr *** and one to the Texas Country Reporter, attention Mr ***, trying to explain the situation and asking for an exception to their cancellation policy and to please remit the $cancellation fee I have already provided both email reservation confirmations to Ms *** under separate cover
Regards,
*** ***
I have attached a copy of Mr. [redacted]'s conformation that he received once he made his reservation. I spoke to the guest and he explained that he needed to cancel his reservation, at this time I made a couple of suggestions to him, both were in order to save him form us charging him the...
cancellation fee. I offered for the guest to gift the stay to someone or he could rebook at a later date for himself, both of which we would not of charged him the cancellation fee. Wee are a very small property and we do uphold a strict cancellation policy due to the size of the property and the financial cost of our credit card processing company. Mr. [redacted]y explained to me that he needed the money back to the purchasing credit card, in which at that time I refunded the $954.70 immediately.Thank you,[redacted]Escondida Resort & Spa###-###-####
We have made every effort to help with the issue at hand Unfortunately, I do have a policy the I have to uphold We are a business and do acquire fee's for any cancellations that we have to preform If Mr*** would of paid by check or money order, then we could of by passed this charge We understand as humans, that things happen, that is why we gave the guest the same options that we give anyone else that has to cancel a reservation Mr*** has contacted my office and called us thieves and along with other demeaning terms, he has suggested that I take training class, along with his other suggestionsWe take a lot of pride in our property and strive to make every guest experience great
Complaint: ***
I am rejecting this response because:
What Ms *** has relayed is more fantasy than fact I only spoke to her after I received my credit card bill showing that I had been refunded the amount less $ There was never a mention of a cancellation fee for a special package I looked at my confirmation notice from Escondita, I still have it on my email One of the ladies I spoke with on the 10th of November, the day after my wife died suggested some options as mentioned by Ms ***, I wanted a complete remittance, think about it now, why would a widowed man go to a romantic spa resort on Valentine's Day by himself Secondly, I am a retired blue collar worker, recently widowed, how many people like me do you know that can afford to gift a $1,spa resort to somebody else What really is upsetting is that I received an email confirmation today, 17Dec, from Escondita and it is dated 7Oct The difference is that the one I received today says there is a $cancellation fee for a spa retreat special package There is no such language on the initial confirmation I received on 7October Looks like Ms *** is trying to cover her butt In my initial complaint I emphasized that there was no language about a special package cancellation fee Bottom line is that Escondita is dealing with human beings, we get sick, we die, they need to have exceptions to their policy I would ask again that they do the right thing and return the $they still owe me.
Regards,*** ***
Complaint: ***
I am rejecting this response because: Ms ***'s recollection of events is not completely accurate I did not refer to the staff or her as thieves I did say she was heartless and a criminal I did not use any other demeaning terms as she would suggest I am a retired human resources manager and I did recommend she attend some additional training to improve her people skills, and make attitudinal adjustments As I identified yesterday in my communications, there were two email confirmation reservation approvals sent to meThe first one did not indicate a cancellation fee of $for a special package, that email was sent to me on 8OctI received the second email reservation confirmation yesterday and it was redone to include the $cancellation fee The staff at the resort is trying to cover up their initial mistakes When I was reviewing the packages to make a reservation there was nothing on the internet that indicated a $cancellation feeBased upon that fact alone that a second email confirmation was sent to me on 18Dec2014, with cancellation fees added, I don't see how the Revdex.com would believe anything that comes out of the hotel staff Ms *** says that I was given the same opportunity as everyone else and I believe that to be as I only spoke with her concerning the cancellation fee after I received my credit card bill and the resort/spa remittance was $less than I paid I have attached two letters, one addressed to the Resort attention the owner, Mr *** and one to the Texas Country Reporter, attention Mr ***, trying to explain the situation and asking for an exception to their cancellation policy and to please remit the $cancellation fee I have already provided both email reservation confirmations to Ms *** under separate cover
Regards,
*** ***
I have attached a copy of Mr. [redacted]'s conformation that he received once he made his reservation. I spoke to the guest and he explained that he needed to cancel his reservation, at this time I made a couple of suggestions to him, both were in order to save him form us charging him the...
cancellation fee. I offered for the guest to gift the stay to someone or he could rebook at a later date for himself, both of which we would not of charged him the cancellation fee. Wee are a very small property and we do uphold a strict cancellation policy due to the size of the property and the financial cost of our credit card processing company. Mr. [redacted]y explained to me that he needed the money back to the purchasing credit card, in which at that time I refunded the $954.70 immediately.Thank you,[redacted]Escondida Resort & Spa###-###-####