July 27,
"
line-height:107%">
On July 13th, the guest *** ***
called and booked a reservation for an arrival date of 7/27/15. The morning of July the guest called and
informed us she could not make her scheduled reservation that she had booked.
We informed her that due to being less than the hr
cancellation policy she would forfeit her deposit of the 1st night
plus tax. We did give the option to have
somebody else (family or friend) take the reservation so her money is not a
loss to her. She stated that due to an
accident a few days prior she was unable to come. I reminded her that on the day she booked the
reservation she received an email confirmation letter and clearly stated in the
email is our cancellation policy. I
tried to explain that business do have to have policies and do need to follow
policies because if not followed the business would run like pure chaos.
It is unfortunate that something happened days prior to her
arrival, however a simple phone call of informing us or cancelling her reservation
would have been easier than calling the same day just hours prior to
arrival. With such a short notice we cannot
try to resell her room which then puts the business in a financial loss. When she booked the reservation she made a
finical commitment to us and accepted the hr cancellation policy and we in
return will not over book her room and have it guaranteed for her arrival. Due to the hr policy a refund will not be
granted. We are sorry that the guest may
not be happy however people do have rules to follow.
Attached you will find a screen shot of her cancelled
reservation and next to that is all the reservation activity showing dates and
times anything happened to the reservation.
Also attached is the email confirmation that the guest did receive after
booking her reservation. All our
business information is on this letter making it very easy to call us in
advance if needed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like for the establishment to reevaluate their policy pertaining to unforeseen circumstances. The incident (an automobile accident) was an unforeseen circumstanceThe 72-hour policy overlapped into the day of the accidentThe policy adaptation of insisting that I should find another guest on the same day of arrival, or as some would see it as a sales pitch for a room on their behalf is unreasonable and biasedOtherwise, cancellation is all they can offer, no options to rescheduled or a partial refundAlong with the rude and inconsistent phone courtesy is enough to pursue further action.
Regards,
*** ***
July 27,
On July 13th, the guest
*** ***
called and booked a reservation for an arrival date of 7/27/15. The morning of July the guest called and
informed us she could not make her scheduled reservation that she had booked.
We informed her that due to being less than the hr
cancellation policy she would forfeit her deposit of the 1st night
plus tax. We did give the option to have
somebody else (family or friend) take the reservation so her money is not a
loss to her. She stated that due to an
accident a few days prior she was unable to come. I reminded her that on the day she booked the
reservation she received an email confirmation letter and clearly stated in the
email is our cancellation policy. I
tried to explain that business do have to have policies and do need to follow
policies because if not followed the business would run like pure chaos.
It is unfortunate that something happened days prior to her
arrival, however a simple phone call of informing us or cancelling her reservation
would have been easier than calling the same day just hours prior to
arrival. With such a short notice we cannot
try to resell her room which then puts the business in a financial loss. When she booked the reservation she made a
finical commitment to us and accepted the hr cancellation policy and we in
return will not over book her room and have it guaranteed for her arrival. Due to the hr policy a refund will not be
granted. We are sorry that the guest may
not be happy however people do have rules to follow.
Attached you will find a screen shot of her cancelled
reservation and next to that is all the reservation activity showing dates and
times anything happened to the reservation.
Also attached is the email confirmation that the guest did receive after
booking her reservation. All our
business information is on this letter making it very easy to call us in
advance if needed
I am sorry that the guest feels that there should be compensation, but if we allowed everyone to call us the day of arrival and cancel their reservation the business would be at a substantial loss. This is why there are cancellation policies enforced and every guest is made aware of this when they receive their email confirmation letter. This particular guest knew numerous days in advance and did not call until the day of arrival. If she would of called us the day of her accident to cancel she would of only lost a $15 fee. I do not know how much more I have to explain that even though she is the customer the business still has policies to follow or every situation like this would be pure chaos.Sincerely,Ambers Resort
Revdex.com:
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.
Please review and update your policies. Any individual doing business or dealing in personal affairs do account for contingencies.
Regards,
[redacted]
July 27,
"
line-height:107%">
On July 13th, the guest *** ***
called and booked a reservation for an arrival date of 7/27/15. The morning of July the guest called and
informed us she could not make her scheduled reservation that she had booked.
We informed her that due to being less than the hr
cancellation policy she would forfeit her deposit of the 1st night
plus tax. We did give the option to have
somebody else (family or friend) take the reservation so her money is not a
loss to her. She stated that due to an
accident a few days prior she was unable to come. I reminded her that on the day she booked the
reservation she received an email confirmation letter and clearly stated in the
email is our cancellation policy. I
tried to explain that business do have to have policies and do need to follow
policies because if not followed the business would run like pure chaos.
It is unfortunate that something happened days prior to her
arrival, however a simple phone call of informing us or cancelling her reservation
would have been easier than calling the same day just hours prior to
arrival. With such a short notice we cannot
try to resell her room which then puts the business in a financial loss. When she booked the reservation she made a
finical commitment to us and accepted the hr cancellation policy and we in
return will not over book her room and have it guaranteed for her arrival. Due to the hr policy a refund will not be
granted. We are sorry that the guest may
not be happy however people do have rules to follow.
Attached you will find a screen shot of her cancelled
reservation and next to that is all the reservation activity showing dates and
times anything happened to the reservation.
Also attached is the email confirmation that the guest did receive after
booking her reservation. All our
business information is on this letter making it very easy to call us in
advance if needed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like for the establishment to reevaluate their policy pertaining to unforeseen circumstances. The incident (an automobile accident) was an unforeseen circumstanceThe 72-hour policy overlapped into the day of the accidentThe policy adaptation of insisting that I should find another guest on the same day of arrival, or as some would see it as a sales pitch for a room on their behalf is unreasonable and biasedOtherwise, cancellation is all they can offer, no options to rescheduled or a partial refundAlong with the rude and inconsistent phone courtesy is enough to pursue further action.
Regards,
*** ***
July 27,
On July 13th, the guest
*** ***
called and booked a reservation for an arrival date of 7/27/15. The morning of July the guest called and
informed us she could not make her scheduled reservation that she had booked.
We informed her that due to being less than the hr
cancellation policy she would forfeit her deposit of the 1st night
plus tax. We did give the option to have
somebody else (family or friend) take the reservation so her money is not a
loss to her. She stated that due to an
accident a few days prior she was unable to come. I reminded her that on the day she booked the
reservation she received an email confirmation letter and clearly stated in the
email is our cancellation policy. I
tried to explain that business do have to have policies and do need to follow
policies because if not followed the business would run like pure chaos.
It is unfortunate that something happened days prior to her
arrival, however a simple phone call of informing us or cancelling her reservation
would have been easier than calling the same day just hours prior to
arrival. With such a short notice we cannot
try to resell her room which then puts the business in a financial loss. When she booked the reservation she made a
finical commitment to us and accepted the hr cancellation policy and we in
return will not over book her room and have it guaranteed for her arrival. Due to the hr policy a refund will not be
granted. We are sorry that the guest may
not be happy however people do have rules to follow.
Attached you will find a screen shot of her cancelled
reservation and next to that is all the reservation activity showing dates and
times anything happened to the reservation.
Also attached is the email confirmation that the guest did receive after
booking her reservation. All our
business information is on this letter making it very easy to call us in
advance if needed
I am sorry that the guest feels that there should be compensation, but if we allowed everyone to call us the day of arrival and cancel their reservation the business would be at a substantial loss. This is why there are cancellation policies enforced and every guest is made aware of this when they receive their email confirmation letter. This particular guest knew numerous days in advance and did not call until the day of arrival. If she would of called us the day of her accident to cancel she would of only lost a $15 fee. I do not know how much more I have to explain that even though she is the customer the business still has policies to follow or every situation like this would be pure chaos.Sincerely,Ambers Resort
Revdex.com:
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.
Please review and update your policies. Any individual doing business or dealing in personal affairs do account for contingencies.
Regards,
[redacted]