Friends Lake Inn

1/19/17
- Complainant booked a guest room online. When booking a room though our online automated system the guest selects the room and package for the date they would like to visit. "Attachment 1" shows the screen where the guest enters their credit card information and agrees to the terms and...

conditions, as well as the cancelation policy. The guest may not continue with the booking unless the box next to these items is checked indicating that they agree to the T"S and C's and cancelation policy. You may recreate this online at www.[redacted].com. As you can see on "Attachment 1" this page clearly shows the amount to be charged to the credit card. In addition, there is no place to enter a gift certificate number ( which all of our gift certificates have). "Attachment 2" shows the terms and conditions which indicates that Gift Certificates can NOT be applied to online bookings. It also instructs the guest to call the Inn. In addition, the cancelation policy is also shown indicating the $75 processing fee. The cost of processing credit cards is enormous to a small business. In a transition such as this there would be three credit card processing charges. As a small business we can not absorb these costs and must pass them on to the card holder. We tried to work with the guest, but she was unwilling to accept any of our options. Here is what we suggested: Keep the reservation and use the additional payment for dinner or retail purchases. We would extent the gift certificate date so the unused portion could be applied to a future stay, dining or retail purchase at a later date.  We attempted to work with the customer, but she was unwilling. Her major concern was that she had over extended her­ self financially. The mistake was not the businesses. Published policy, which the guest agreed to before booking, was followed. We appreciate all of our customers and treat each one with respect and courtesy.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have added details below.
I disagree that I was treated courteously.  I feel I was talked to in a condescending manner and it was hard to get hold of Tammy (or anyone who could make any official decisions.) I also disagree that the business attempted to work with me or my fiancee, [redacted].  The only compromises the business offered involved them making a further profit off of us, which I wanted to avoid on principle, not for financial reasons. I disagree that the website was clear.  This should've been chalked up to a simple misunderstanding. I called to explain that I put in the gift certificate number in the wrong place, and for whatever reason, I was told that it was obvious and that this is NOT where you put in the gift certificate code.  This does not change the fact that it in fact WAS where I put in the code.  I feel I was treated as if I made a stupid mistake and charged $75 for my mistake instead of being treated with understanding. Regards,
[redacted]