Hull & Coleman Orthodontics

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I maintain that there is an exception to EVERY rule and that the Vanessa Noel Hotel could have made such an exception with my reservation penalty considering that the reservation was held for five minutes They chose to charge me for a five minute reservation for an honest mistake I made I understand business is business, however, they could very well have made an exception in this instance, and I would have raved about their customer service rather than complained about the lack of it! Regards, [redacted]

We just received several letters that were initially sent to [redacted] on Nantucket IslandAs the hotel's head management and accounting offices are located in New York, these letters were forwarded by the staff having assumed they were intended for the head officeWhile the most recently dated letter states this case is now closed, we still wanted to respond to Ms***'s complaint regarding the Vanessa Noel Hotel GreenMs [redacted] made a reservation for the Vanessa Noel Hotel Green through [redacted] on November 3, Description for the room Ms [redacted] booked clearly listed One Queen size bedThe hotel's cancellation policy is also clearly available in multiple places on [redacted] states " I agree with the [redacted] conditions and general terms by [redacted] this room." Ms [redacted] 's reservation was received and processed by the hotelA confirmation email was sent to Ms [redacted] by the local directly; in addition to the confirmation she had already received through [redacted] When the hotel received the cancellation request from [redacted] the reservation was cancelled per our policy and appropriately refunded less 10% cancellation feeMs [redacted] 's reservation came to a total of including taxes, and following her cancellation less the 10% cancellation fee of Ms [redacted] was refunded The [redacted] and Vanessa Noel Hotel Green, along with many other hotels on Nantucket Island, follow policies suggested by the Nantucket Chamber of CommerceOur cancellation policy, which is available on [redacted] and our own website states: 1) If a reservation is cancelled or modified within Days of the date of arrival, or in case of a no show, 100% percent of the [redacted] will be charged2) If a reservation is cancelled or modified up to days prior to date of arrival, 10% of [redacted] will be chargedSeveral days after Ms [redacted] 's reservation was cancelled we received an email from [redacted] stating, "We are aware that there is a penalty associated with the cancellation but request that you exceptionally waive the fees..." We responded that the cancellation had already been promptly and correctly processes several days ago, Ms [redacted] was aware of the policy when she made her reservation , and the cancellation policy remains validMs [redacted] herself then sent an emails to hotels front desk, the hotel's concierge, and [redacted] ***, which while also owned by Vanessa Noel, is a completely separate businessMs [redacted] essentially demanded the cancellation fee be waived and threatened poor reviews otherwiseWe again reiterated that she agreed to the policies when [redacted] her reservation and the policy standsSeveral days after Ms [redacted] 's aggressive emails we received a chargeback notification initiated by Ms [redacted] for the amount of 521.84, which is neither the amount she was charged for [redacted] the reservation, the maount of the 10% cancellation fee, or even the amount she was refunded following her cancellationThe hotel of course responded to the chargeback notification with proof that Ms [redacted] was promptly and appropriately refunded 522.76, Ms [redacted] 's email threats, etcThe credit card company also agreed with our policies and reversed Ms [redacted] 's requestMs [redacted] unsurprisingly posted her scathing review on [redacted] , though she posted on the page for the [redacted] ***, and not the page for the Vanessa Noel Hotel and Green, which is where she made her reservationWhile the sister hotels sit next to each other, it is important to note they are separate buildings with separate names as they are different experiencesDue to the seasonal nature of Nantucket, we do follow the hotel reservation policies suggested by the Nantucket Chamber of Commerce, and our policies are actually more lenient than some other Nantucket hotelsFor example , the [redacted] and the [redacted] will charge a cancelled reservation in full if cancelled after dyas before the date of the check inThe [redacted] and [redacted] will charge a cancelled reservation in full if cancelled after days before the date of check inThe [redacted] ***'s rooms are Final SaleWe are always willing to work with our guests and try to accommodate them to the best of our abilityWe also understand that everyone makes mistakes, and could have easily moved Ms [redacted] 's reservation was handled appropriately and according to the policies she agreed to when [redacted] , and we continue to stand by themWe do hope Ms [redacted] has a wonderful trip to Nantucket, and would love her to stop by and say hello while on Island

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I maintain that there is an exception to EVERY rule and that the Vanessa Noel Hotel could have made such an exception with my reservation penalty considering that the reservation was held for five minutes They chose to charge me for a five minute reservation for an honest mistake I made I understand business is business, however, they could very well have made an exception in this instance, and I would have raved about their customer service rather than complained about the lack of it!
Regards,
*** ***

We just received several letters that were initially sent to *** *** *** on Nantucket IslandAs the hotel's head management and accounting offices are located in New York, these letters were forwarded by the staff having assumed they were intended for the head officeWhile the most recently
dated letter states this case is now closed, we still wanted to respond to Ms***'s complaint regarding the Vanessa Noel Hotel GreenMs*** made a reservation for the Vanessa Noel Hotel Green through *** on November 3, Description for the room Ms*** booked clearly listed One Queen size bedThe hotel's cancellation policy is also clearly available in multiple places on *** states " I agree with the *** conditions and general terms by *** this room." Ms***'s reservation was received and processed by the hotelA confirmation email was sent to Ms*** by the local directly; in addition to the confirmation she had already received through ***When the hotel received the cancellation request from *** the reservation was cancelled per our policy and appropriately refunded less 10% cancellation feeMs***'s reservation came to a total of including taxes, and following her cancellation less the 10% cancellation fee of Ms*** was refunded The *** *** *** and Vanessa Noel Hotel Green, along with many other hotels on Nantucket Island, follow policies suggested by the Nantucket Chamber of CommerceOur cancellation policy, which is available on *** and our own website states: 1) If a reservation is cancelled or modified within Days of the date of arrival, or in case of a no show, 100% percent of the *** will be charged2) If a reservation is cancelled or modified up to days prior to date of arrival, 10% of *** will be chargedSeveral days after Ms***'s reservation was cancelled we received an email from *** stating, "We are aware that there is a penalty associated with the cancellation but request that you exceptionally waive the fees..." We responded that the cancellation had already been promptly and correctly processes several days ago, Ms*** was aware of the policy when she made her reservation , and the cancellation policy remains validMs*** herself then sent an emails to hotels front desk, the hotel's concierge, and *** *** *** ***, which while also owned by Vanessa Noel, is a completely separate businessMs*** essentially demanded the cancellation fee be waived and threatened poor reviews otherwiseWe again reiterated that she agreed to the policies when *** her reservation and the policy standsSeveral days after Ms***'s aggressive emails we received a chargeback notification initiated by Ms*** for the amount of 521.84, which is neither the amount she was charged for *** the reservation, the maount of the 10% cancellation fee, or even the amount she was refunded following her cancellationThe hotel of course responded to the chargeback notification with proof that Ms*** was promptly and appropriately refunded 522.76, Ms***'s email threats, etcThe credit card company also agreed with our policies and reversed Ms***'s requestMs*** unsurprisingly posted her scathing review on *** ***, though she posted on the page for the *** *** ***, and not the page for the Vanessa Noel Hotel and Green, which is where she made her reservationWhile the sister hotels sit next to each other, it is important to note they are separate buildings with separate names as they are different experiencesDue to the seasonal nature of Nantucket, we do follow the hotel reservation policies suggested by the Nantucket Chamber of Commerce, and our policies are actually more lenient than some other Nantucket hotelsFor example , the *** *** and the *** *** will charge a cancelled reservation in full if cancelled after dyas before the date of the check inThe *** *** and *** *** *** will charge a cancelled reservation in full if cancelled after days before the date of check inThe *** *** * *** ***'s rooms are Final SaleWe are always willing to work with our guests and try to accommodate them to the best of our abilityWe also understand that everyone makes mistakes, and could have easily moved Ms***'s reservation was handled appropriately and according to the policies she agreed to when ***, and we continue to stand by themWe do hope Ms*** has a wonderful trip to Nantucket, and would love her to stop by and say hello while on Island