First of all We do apologies for inconvenience. The room you booked was Studio with sea view from booking.com which we did provide you that room. The information about the room was on booking.com, you just had to click the room and it was the only things written about room on that page. It clearly...
was written ?Bed Options: 1 king, 1 bunk bed Or 1 bunk bed, 1 queen This studio features a partial view of the Aransas Bay from the balcony. It includes cable TV with access to HBO film channels. Ironing facilities and a hairdryer are also available. Room Facilities: Balcony, TV, Cable channels, Air conditioning, Iron, Ironing facilities, Fan, Heating, Tile/Marble floor, Cleaning products, Hairdryer, Toilet, Bathroom, Bathtub or shower, Refrigerator, Microwave, Toaster, Coffee machine, Wake-up service, Alarm clock, Towels/Sheets (extra fee), Towels, LinensBooking.com: http://www.booking.com/hotel/us/hunt-s-castle.html?label=gen173nr-1DCAEoggJCAlhY...⇄ information above is straight from Booking.com, It was clearly written on there that "This studio features a partial view of the Aransas Bay from the balcony." this was not misleading in our advertising. If you The Guest did not read the full description about the room, it is not misleading, it was provided on the website which they used to book their room. You could confirm the information through the link I provided you or the attachment I added, if not you can go to booking.com and search Hunts Castle Rockport Tx and click on the room type, it'll give you the information about the room. For the extra $80, we showed guest the room which was twice as big and can sleep 6 adults and with full kitchen. We showed them the room and let them decide which room to get. Before they went to see the room my frontdesk employee gave them the additional cost to upgrade the rom from sea view studio to water front suit. The front desk employee told they more price first which was $115 but when I got here and checked the price, I gave them $35 less and made it $80. Even though the regular price for the room was $448.50, we offer them $376.70 which they happily agreed to get that room for additional $80 at the time of check-in. About the charges, Booking.com has policy about charges next to prices. It was written Hotel PoliciesChildren and extra beds There is no capacity for extra beds in the room.1 x "Studio with Sea View"Cancellation: You will be charged the total price if you cancel your booking. Prepayment: The total price of the reservation may be charged anytime after booking. Taxes and service charges: 15 % TAX is included. A City tax is not applicable. A service charge is not applicable.This is straight from booking.com. If you would like to take a look at the booking.com policy, you can repeat the same steps that was listed for room policy. Again, If the guest did not read the full description or the policy for the reservation, then The Place is NOT AT ALL very misleading in our advertising.Again I do apologies for any inconvenience.
[redacted] came in around 5:30pm asking why her card got charged for the reservation that she had cancelled on Friday, August 15. 2014. She called to cancel any reservation made for [redacted] NOT [redacted]. I ([redacted], front desk manager ) explained to [redacted] that we checked our...
system for a [redacted] and there was no reservation. She did not mention that the reservation could be under her husbands name, which we did not know so [redacted] still had a reservation for August 18, 2014 which he did not show and was considered a "NO SHOW". The manager [redacted] tried to call four times to see what was going on before he charged the card. [redacted] said she received the calls but did not recognize the number. Her husband, [redacted] also came into the office cursing and raising his voice. I [redacted] asked him to lower his voice no one was yelling he stormed out of the office. After he went outside their in-laws [redacted] (which stayed the night on August 18, 2014 in Hunts Castle) came in demanding a refund. I calmly explained to the in_laws the reasoning in which I could not refund the money due to a no show. [redacted] then proceeded to curse me out while his wife told me it was theft and the would report it to the Revdex.com because her room was "nasty". I asked her why she didn't complain until we couldn't refund the [redacted]. They too stormed off cursing and talking loud among each other.
Thank you
Hunts Castle
[redacted]
?
Complaint: 10191582
I am rejecting this response because: first my last name is [redacted] not [redacted]. When my wife came outside crying after speaking with desk clerk I was upset. So when I went in I had my voiced raised. I didn't say but one curse word and that was when I walked out. When my wife spoke to [redacted] on the 15th to cancel. He told her he couldn't find a room under the name [redacted]. She responded with its under [redacted] [redacted]. [redacted] said okay I found it. It's cancelled. Sunday night only one phone call was made from [redacted] not four. Monday when my wife called and spoke with [redacted]. He said he remembered her canceling and would take care of it and call back. [redacted] did not call back. And when we went by there to speak with them. Suddenly the way he remembered her canceling was different than the actual conversation on the 15th. What so hard to admit there was a clerical mistake in canceling and give us back our money
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:As I did NOT receive an email yesterday from [redacted] forwarded from you,you decided to allow [redacted] to LIE, CHEAT, and STEAL, and try to charge me with FRAUD, and GET AWAY WITH ALL OF IT![redacted]
Complaint: [redacted]
I am rejecting this response because: on the 15th [redacted] did speak with [redacted]l 1st. That's when it was clarified the reservation was under [redacted] and that was the one being cancelled. When [redacted] called back 20 minutes later to double check. She spoke to [redacted] then. She also spoke with [redacted]l Monday by phone before she spoke to [redacted] in person. So whatever conversations [redacted]l is having [redacted] say he didn't have on the phone. He did have these conversations and now he's being untruthful about it and has [redacted] defending her boss who is in the wrong
Regards,
[redacted]
First of all We do apologies for inconvenience. The room you booked was Studio with sea view from booking.com which we did provide you that room. The information about the room was on booking.com, you just had to click the room and it was the only things written about room on that page. It clearly...
was written ?Bed Options: 1 king, 1 bunk bed Or 1 bunk bed, 1 queen This studio features a partial view of the Aransas Bay from the balcony. It includes cable TV with access to HBO film channels. Ironing facilities and a hairdryer are also available. Room Facilities: Balcony, TV, Cable channels, Air conditioning, Iron, Ironing facilities, Fan, Heating, Tile/Marble floor, Cleaning products, Hairdryer, Toilet, Bathroom, Bathtub or shower, Refrigerator, Microwave, Toaster, Coffee machine, Wake-up service, Alarm clock, Towels/Sheets (extra fee), Towels, LinensBooking.com: http://www.booking.com/hotel/us/hunt-s-castle.html?label=gen173nr-1DCAEoggJCAlhY...⇄ information above is straight from Booking.com, It was clearly written on there that "This studio features a partial view of the Aransas Bay from the balcony." this was not misleading in our advertising. If you The Guest did not read the full description about the room, it is not misleading, it was provided on the website which they used to book their room. You could confirm the information through the link I provided you or the attachment I added, if not you can go to booking.com and search Hunts Castle Rockport Tx and click on the room type, it'll give you the information about the room. For the extra $80, we showed guest the room which was twice as big and can sleep 6 adults and with full kitchen. We showed them the room and let them decide which room to get. Before they went to see the room my frontdesk employee gave them the additional cost to upgrade the rom from sea view studio to water front suit. The front desk employee told they more price first which was $115 but when I got here and checked the price, I gave them $35 less and made it $80. Even though the regular price for the room was $448.50, we offer them $376.70 which they happily agreed to get that room for additional $80 at the time of check-in. About the charges, Booking.com has policy about charges next to prices. It was written Hotel PoliciesChildren and extra beds There is no capacity for extra beds in the room.1 x "Studio with Sea View"Cancellation: You will be charged the total price if you cancel your booking. Prepayment: The total price of the reservation may be charged anytime after booking. Taxes and service charges: 15 % TAX is included. A City tax is not applicable. A service charge is not applicable.This is straight from booking.com. If you would like to take a look at the booking.com policy, you can repeat the same steps that was listed for room policy. Again, If the guest did not read the full description or the policy for the reservation, then The Place is NOT AT ALL very misleading in our advertising.Again I do apologies for any inconvenience.
[redacted] came in around 5:30pm asking why her card got charged for the reservation that she had cancelled on Friday, August 15. 2014. She called to cancel any reservation made for [redacted] NOT [redacted]. I ([redacted], front desk manager ) explained to [redacted] that we checked our...
system for a [redacted] and there was no reservation. She did not mention that the reservation could be under her husbands name, which we did not know so [redacted] still had a reservation for August 18, 2014 which he did not show and was considered a "NO SHOW". The manager [redacted] tried to call four times to see what was going on before he charged the card. [redacted] said she received the calls but did not recognize the number. Her husband, [redacted] also came into the office cursing and raising his voice. I [redacted] asked him to lower his voice no one was yelling he stormed out of the office. After he went outside their in-laws [redacted] (which stayed the night on August 18, 2014 in Hunts Castle) came in demanding a refund. I calmly explained to the in_laws the reasoning in which I could not refund the money due to a no show. [redacted] then proceeded to curse me out while his wife told me it was theft and the would report it to the Revdex.com because her room was "nasty". I asked her why she didn't complain until we couldn't refund the [redacted]. They too stormed off cursing and talking loud among each other.
Thank you
Hunts Castle
[redacted]
?
Complaint: 10191582
I am rejecting this response because: first my last name is [redacted] not [redacted]. When my wife came outside crying after speaking with desk clerk I was upset. So when I went in I had my voiced raised. I didn't say but one curse word and that was when I walked out. When my wife spoke to [redacted] on the 15th to cancel. He told her he couldn't find a room under the name [redacted]. She responded with its under [redacted] [redacted]. [redacted] said okay I found it. It's cancelled. Sunday night only one phone call was made from [redacted] not four. Monday when my wife called and spoke with [redacted]. He said he remembered her canceling and would take care of it and call back. [redacted] did not call back. And when we went by there to speak with them. Suddenly the way he remembered her canceling was different than the actual conversation on the 15th. What so hard to admit there was a clerical mistake in canceling and give us back our money
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:As I did NOT receive an email yesterday from [redacted] forwarded from you,you decided to allow [redacted] to LIE, CHEAT, and STEAL, and try to charge me with FRAUD, and GET AWAY WITH ALL OF IT![redacted]
Complaint: [redacted]
I am rejecting this response because: on the 15th [redacted] did speak with [redacted]l 1st. That's when it was clarified the reservation was under [redacted] and that was the one being cancelled. When [redacted] called back 20 minutes later to double check. She spoke to [redacted] then. She also spoke with [redacted]l Monday by phone before she spoke to [redacted] in person. So whatever conversations [redacted]l is having [redacted] say he didn't have on the phone. He did have these conversations and now he's being untruthful about it and has [redacted] defending her boss who is in the wrong
Regards,
[redacted]