Hyannis Holiday Motel

Revdex.com Complaint # [redacted] Dear [redacted] and Revdex.com,Sorry I did not get back to you sooner I was on vacationWe have investigated this issue in regards to your reservation and we apologize for this inconvenienceYou had booked with an OTA (Online Travel Agent) [redacted] on September 7, which submitted your reservation information to usWe are under contract with [redacted] and pay them a commission, if a guest needs to modify their reservation we are instructed by [redacted] to have the guest contact them directly because they are the travel agent representing youWhen you spoke to [redacted] they should have contacted us on your behalf since they are your OTA (online Travel Agent) to check for other available dates for you yet they did not do soThis has been an ongoing problem with all these OTA agents such as [redacted] , [redacted] , [redacted] , [redacted] etcThe OTA agents’ takes your reservation some forget to tell the guest our policies and when you have an issue they tell guests to contact the hotel directly and for that I apologize.After checking our reservation call logs you had contacted us on October 1st, your actual arrival date was October 2ndWhen you called us you mentioned about changing your arrival date to October 16th, our front desk manager [redacted] informed you that we are a seasonal motel and we would be closing on October 12th so it would not be possible to change your reservation to that dateOur front desk manager [redacted] had stated to you that you must contact [redacted] if you need to change your reservation dateWe see in our reservation log that you did contact [redacted] and immediately cancelled your reservation on October 1st and your schedule arrival was for October 2nd When our front desk manager [redacted] received your cancellation request which was received from [redacted] on October 1st, he immediately refunded your MasterCard ending in in the amount of $after deducting our cancellation fee ($Deposit - $Cancel Fee) due to your situation After completing our investigation into this matter we have also refunded back to you the cancellation fee of $for the inconvenience you encountered and for that I once again apologizeWe have been in business for over years and we do well over 60% in repeat businessWe hear the many honor stories that our guests have been telling us when they have booked through one of the many OTA (online Travel Agents)Our advise from our customers for planning future trips is to always go direct, check the OTA (online Travel Agents) prices online then contact the hotels directly and ask them to match the same price you see online.In conclusion and due to your situation we did waive our cancellation penalty of the one night’s deposit when you cancelled on October 1st and we did waive our cancellation fee due to your circumstanceTo date you have received no penalties and were refunded in full 100% Again I apologize for any inconvenience you went through with [redacted] and with our motel I have listed below the detailed transactions relating to your MasterCard ending in I have also attached a pdf of this letter to this email, please reply to this email to confirm that you have received itThank you!Tran IDInitial ActionCard ending inTotal AmountTran Date [redacted] Purchase***$131.9709/07/[redacted] Refund1476($116.97)10/01/[redacted] Refund***($15.00)10/10/Sincerely, [redacted] General ManagerHyannis Holiday Motel

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Revdex.com Complaint #[redacted] Dear [redacted] and Revdex.com,Sorry I did not get back to you sooner I was on vacation. We have investigated this issue in regards to your reservation and we apologize for this inconvenience. You had booked with an OTA (Online Travel Agent) [redacted]...

on September 7, 2015 which submitted your reservation information to us. We are under contract with [redacted] and pay them a commission, if a guest needs to modify their reservation we are instructed by [redacted] to have the guest contact them directly because they are the travel agent representing you. When you spoke to [redacted] they should have contacted us on your behalf since they are your OTA (online Travel Agent) to check for other available dates for you yet they did not do so. This has been an ongoing problem with all these OTA agents such as [redacted] etc. The OTA agents’ takes your reservation some forget to tell the guest our policies and when you have an issue they tell guests to contact the hotel directly and for that I apologize.After checking our reservation call logs you had contacted us on October 1st, your actual arrival date was October 2nd. When you called us you mentioned about changing your arrival date to October 16th, our front desk manager [redacted] informed you that we are a seasonal motel and we would be closing on October 12th so it would not be possible to change your reservation to that date. Our front desk manager [redacted] had stated to you that you must contact [redacted] if you need to change your reservation date. We see in our reservation log that you did contact [redacted] and immediately cancelled your reservation on October 1st and your schedule arrival was for October 2nd.  When our front desk manager [redacted] received your cancellation request which was received from [redacted] on October 1st, he immediately refunded your MasterCard ending in 1476 in the amount of $116.97 after deducting our cancellation fee ($131.97 Deposit - $15 Cancel Fee) due to your situation.  After completing our investigation into this matter we have also refunded back to you the cancellation fee of $15 for the inconvenience you encountered and for that I once again apologize. We have been in business for over 50 years and we do well over 60% in repeat business. We hear the many honor stories that our guests have been telling us when they have booked through one of the many OTA (online Travel Agents). Our advise from our customers for planning future trips is to always go direct, check the OTA (online Travel Agents) prices online then contact the hotels directly and ask them to match the same price you see online.In conclusion and due to your situation we did waive our cancellation penalty of the one night’s deposit when you cancelled on October 1st and we did waive our cancellation fee due to your circumstance. To date you have received no penalties and were refunded in full 100%.  Again I apologize for any inconvenience you went through with [redacted] and with our motel.  I have listed below the detailed transactions relating to your MasterCard ending in 1476. I have also attached a pdf of this letter to this email, please reply to this email to confirm that you have received it. Thank you!Tran IDInitial ActionCard ending inTotal AmountTran Date[redacted]Purchase[redacted]$131.9709/07/2015[redacted]Refund1476($116.97)10...⇄ ManagerHyannis Holiday Motel

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]