First Class B&B Reservation Service

Review: Checked in to unit to find blood on bed also on a towel. On another towel found dried food on unwashed towels. Called front desk and they didn't fix the problem until the second call. When housekeeper arrived I was also informed not to eat from dishes. That almost everything was dirty due to owner trying to cut corners and save money. I payed 175.00 in cleaning fees before arrival. I was told I needed to clean my mess before departure, as I did. I was also told I would be untitled to my cleaning fees because the unit was not clean. But now I'm having trouble even getting ahold of the company.Desired Settlement: I would like to be refunded the 175.00 I payed for the cleaning fees.

Consumer

Response:

Subject: complaint #[redacted]

First class lodge has refunded my debit card in the amount of 59.00$.

Review: My husband and I wanted to treat our parents to a weekend away in Fredericksburg, Texas. We narrowed it down to 5 bed and breakfast locations and chose to stay at Moonrise Retreat because the price was significantly less than any other location. I spoke to a lady on the phone who quoted me $484.94 total with tax and the fee for the extra people. I gave her my credit card information to put down the deposit. I received an e-mail, which I will hold on to, that stated the price, the cancellation policy (which if WE had cancelled on THEM, we would have paid heavily for it..) and asked that I reply to the e-mail as a confirmation. I replied and thought we were good to go. I told my parents and parents in law about this great place we were going to stay out in the country, looking at the stars out in Fredericksburg. A few days later, I get a call stating that I was misquoted on the price. The total was actually going to be $697.38. I said that I wanted them to honor the price that we had agreed upon, which I had authorized payment for. I was told that we could not do that. Upon speaking with the [redacted] he confirmed that they would not honor the price IN THE CONTRACT! He did tell my husband that he would split the difference with us, which would put it in the same price range as the other places we were looking. But since they failed to honor the contract, we said no, we still wanted the original price. He refused. I do not believe that this is how a business should run. It was their mistake and they should have swallowed the difference. Another reservation has been made for us through another company, but the next choice of place that we wanted to stay was already booked. I am very upset that after a contract was emailed to me and that payment was authorized for an agreed upon amount they then tell us we have to pay more.Desired Settlement: We have already been forced to choose another place to stay, so there really is nothing they can do about our impending trip to Fredericksburg. They should do something about it though. Maybe give us a couple of nights in the place that we wanted for another trip.

Business

Response:

I have read the customers complaint. We are sorry for their inconvenience. 100% customer satisfaction is our company goal. Unfortunately that has not happened in this case. We told the [redacted] that she had been mis-quoted because of human error and that we could not honor the quoted price . Her reservation was for the first week in April. In our published policies, we state that all reservations rates are subject to change without notice. We found the error within 48 hours of her booking and informed her of the mistake as soon as it was identified. This happened on or around Feb 9. That gave her almost 2 months to find another unit before her stay date. After talking to first [redacted], then [redacted], we offered to "split the difference in the quoted rate and what the rate should have been. Splitting the difference would have cost our service about $100.00 and the [redacted]s an additional $100.00. [redacted] did not think that was sufficient as he wanted us to stick to the quoted rate. He informed me that one of his family members was an attorney and on retainer with him. He also said he would complain to the Revdex.com, our Chamber of Commerce, many internet websites, etc if we did not give hime the quoted rate. I ask him if he was threatening our service with these potential complaints, he said "NO. But I think it is obvious why he told me what he was going to do if we did not give him the discount he demanded. I believe this is evident in what [redacted] has asked for in a "Desired Settlement". She now wants TWO FREE NIGHTS for another date. Mistakes happen because we are all human. We tried to satisfy the [redacted], but nothing was going to make them happy but a huge discount, which we were not willing to do. Especially, after what we perceived as a threat from [redacted] to out reputation. We are glad the [redacted] were able to procure another place to stay and wish them well.

Consumer

Response:

Review: [redacted]

I am rejecting this response because it not a discount, it was the original agreed upon price that we issued payment on. I do not necessarily want two free nights, I just want something to be done. Prices should not be subject to change after payment has been issued. That is completely going back on their word. My husband was merely telling the owner what we were going to do since the company completely ruined our plans. Yes, we have found another location, but not at all what we were hoping for. We did have to settle, and I am sure that the owner is aware that 2 months does not usually do anyone any good because the places in Fredericksburg are usually booked many more months in advance. My husband did mention that we had an attorney on retainer simply because the owner asked my husband if he was an attorney. He never threatened to use one. In fact, he said he did not want to. He said he just wanted to work it out and told the owner multiple times he was not going to sue because the owner asked him repeatedly if he was. I would like to clarify once again that it was not a discount! It was the price in the contract!

Regards,

Review: Made a reservation through their service 4 days before event, but cancelled within 24 hours. They kept the whole $384.15

While their website says nothing about making last minute reservations, only that if you cancel within 14 days, you lose every thing.

No other Hotel group does this. There should be a big WARNING sign on their front page!Desired Settlement: a completed reservation

Business

Response:

Dear Revdex.com,

We are responding to case # [redacted] placed by Mr. [redacted]. First of all, it should be noted

that we did not receive this notice of complaint from the Revdex.com office until the

afternoon of July **, 2013. We note that

the complaint was lodged with the Revdex.com on June **, 2013.

First Class Bed and Breakfast Reservation Service strives to

give every guest 100% satisfaction.

Unfortunately, this has not happened in Mr. [redacted] case. Mr. [redacted] refers to our service as a “Hotel

Group”. That terminology really does not

apply to our service. We make

reservations for guest houses, cabins, cottages, Bed and Breakfast and vacation

rentals. We represent about 250 units

and over 135 owners. Most of our owners

own 1 to 3 units; very different than a hotel that one owner and multiple rooms

to rent. When a person makes a

reservation with us and cancels, it negatively affects these small business

owners financially much more than it does a hotel with many units to rent.

Therefore, our cancel policies are different than most

hotels. Mr. [redacted] made this reservation

online without talking to one of our reservation specialists. When a guest

makes a reservation online, they must read our cancel policies and check a box

that indicates they read the policy before they can finalize the reservation.

Apparently, Mr. [redacted] read the policy because he checked the box so that he could

continue his online reservation request.

In addition, once the reservation is made, we send out a confirmation

that states the charges and also states our cancellation policy. The confirmation

also gives information on key pick up, so it must be read by the guest in order

to know where to pick up their key. Also, we have a policies page on our

website for any potential guest to read that states our cancel policy. All of these documents state that if a person

makes a reservation and cancels within 14 days of arrival, they are liable to

pay the total amount of the reservation.

Mr. [redacted] made the reservation 3 (Three) days before his arrival

date. He was clearly with in the 14 day

cancel period. When he made the

reservation online, he also opted to buy trip insurance which is furnished by

[redacted]

is one of the largest trip insurance companies in the US. Our website has a

link to a page that explains what the insurance covers. The insurance Mr.

[redacted] bought does not cover “cancel of any reason” . When Mr. [redacted] called to cancel his

reservation, he told us it was because his wife had booked another room with

another company and she could not cancel it. Although we offered to move him to

a different unit, Mr. [redacted] insisted that he wanted to cancel. The [redacted] insurance Mr. [redacted]

purchased thru our website does not cover him for this type of cancellation

reason.

Mr. [redacted]’s reservation was for a stay starting on March

**, 2013. This is one of the busiest

times for our community. His

cancellation would have definitely had a negative effect on our home owner’s

income. We note that he did not contact

the Revdex.com until sometimes in mid- June.

In closing, we would like to note that our reservation

specialist, then our [redacted] talked to Mr. [redacted]. Both told him of our policies. He still opted

to cancel. We are sorry that Mr. [redacted] is unhappy with us, but we feel we were

very upfront about our cancel policies.

It is not our owners fault or our fault, Mr. [redacted] made a reservation

with us, and then opted to stay somewhere else.

Thank you,

[redacted].

Checked in to unit to find blood on bed also on a towel. On another towel found dried food on unwashed towels. Called front desk and they didn't fix the problem until the second call. When housekeeper arrived I was also informed not to eat from dishes. That almost everything was dirty due to owner trying to cut corners and save money. I payed 175.00 in cleaning fees before arrival. I was told I needed to clean my mess before departure, as I did. I was also told I would be untitled to my cleaning fees because the unit was not clean. But now I'm having trouble even getting ahold of the company.