Kelly Inn

To whom it may concern, As of today Nov 11, American Express has once again closed their sixth and hopefully final dispute case from *** and *** *** in our favorHowever, due to the continued unrelenting disputes being filed with no legal method to prevent future disputes, American Express has determined that their costs to handle these disputes has already exceeded the amount of the dispute and has decided to accept all liability and refund the *** account with American Express's own funds to prevent any more future disputesResponding to their repeated credit card disputes over the same case along with their letters of complaint to our hotel, our corporate offices, the Revdex.com and even to the Office Of Consumer Affairs has also cost our business many times more than the disputed amount in time and money and created far more harm to our business than the original loss of revenue suffered by them simply making a reservation and not showing up or cancelling itUnfortunately, the Card Association regulations require any business who challenges a credit card charge back decision to risk a very hefty fee if they take a case to arbitration and loseHowever, a card holder has absolutely no legal restrictions on the number of times they may file repeated nuisance disputes and has no risk of further charges when each new dispute case is ruled against them and closed in favor of the merchantThere appears to be no shield for any merchant from vengeful or untruthful letters of complaint and bad reviews posted in retaliation for any business not giving in to an unwarranted consumer demand even when their own credit card company rules against them numerous timesThe laws are justifiably created to protect the consumer but the playing field needs to be level so protection is also offered to a merchant in obvious cases of retaliation or harassmentThe bottom line is that often it can be far less costly to just pay unethical people to go away than to continue fighting to defend any ethics even when the merchant continues to winUnfortunately, many people are now aware of that fact and use it to great advantageThe greater risk is that being paid off will only entice them to continue their unethical practices and share their successes on social media so others can learn how to successfully extort businessesCurrently merchants have no power to defend against unethical consumer behavior and can't afford the risk to their reputation by retaliation tacticsThey are left with few options other than capitulationWe can only hope that some organization or government agency will eventually become more aware of this growing trend and eventually recommend legislation to protect merchants from unethical consumer practices the same way we protect consumers from unethical business practicesDon H*** GM Kelly Inn West Yellowstone, MT

To whom it may concern, This family has already filed five separate disputes with American Express and every separate but duplicate dispute has already been closed in the favor of our hotelHe has also written letters to our company's corporate offices claiming that our hotel's management has been
harassing him by responding to his communications to us with documents of factual evidence that is contrary to his version of events which keep evolving and by answering his credit card disputes with the factual documentationThe copies of documentation and correspondence now measures about two inches thick and represents dozens of hours of our time and a great deal of expense on our part defending the simple factsHe asked that we not make any further contact with him so we have honored that request yet he continues to leave phone messages at our corporate offices and sends emails to them and to meThis step is not unexpected based on the events thus farSince they have been less than up front or honest in the information they have provided and their version of events that they have provided from the start, their own credit card company has reviewed the documented facts and ruled against them five separate timesHowever, they still refuse to accept responsibility for their own actions and continue to seek ways of causing continued harassment and more work for our hotel to respond to any new form of complaint that they can continue to think ofWe have never been exposed to such a steadfast and unrelenting effort from a person or family to cause so much irritation to a business after losing multiple disputes with their own credit card company that makes its reputation protecting its card members from any undeserved chargesThe simple fact is that they made a reservation for our hotel on a web site that offers to make reservations for hotels in the national parks for a non refundable 10% feeThe company that makes the reservations used our hotel's own web site to make the reservation and used their own email address as a contact to receive the confirmation but supplied this person's name address and credit card informationWe sent the confirmation email that explains our hour cancellation policy to the email address providedThe guest never showed up or cancelled the reservation so a charge for one night plus tax was appliedThe guest called us after receiving the charge and at first claimed not to have ever made a reservation at our hotelOnce proof was sent to them that we received the reservation over our web site with their credit card used to guarantee the room they claimed that they were only looking at rates on our web site and never intended to ever make a reservationWe asked why they would provide a credit card and check the box on our web site that states that they have read and understood our cancellation policy if only looking at rates and rooms and we sent copies of the documents that they had to have provided the information forThey then claimed that they had called us to cancel immediately afterward and was told that we did not have a reservation for themThey were offered a full refund if they could simply provide a phone record of any call made to our hotel from the date the reservation was received up until hours prior to the scheduled arrival dateInstead they chose to file their first dispute with AMEX which was eventually closed in our favor after the documentation was reviewedWe then received an email from them with a phone record showing the only call ever made from them to our hotel was the day before we actually received the reservationThey also claimed that they never received a confirmation email which we had sent to the email address providedThey claimed that the email address we sent it to was not theirs and that they had no idea who it belonged toThey claimed that our web site must have made an error by inserting some random email address and that our reservation system was in error because we had the wrong date that they accidentally must have made the reservationThey still had no excuse of why or how their credit card information was provided and that all other information was correct but filed a second dispute using that story and asking for a refund because they showed that they had made a call to our hotel even though it was the day before we received their reservationHe said that he was going to research to see who that email address belonged to prove that our system was responsible for inserting an email errorThey lost their second dispute when we supplied the documentation received on our web site for the reservation and supplied a copy of the confirmation letter sent to the email address provided onlineOnly then did they admit that the reservation had actually been made through a third party web site NPRC which they were then able to name and suddenly knew all aboutThe web site address was confirmed to have belonged to that company and only then did we discover that the reservation was made on our web site by that company for them and had actually charged them a fee for the serviceThey then filed a third dispute claiming that they wanted to accept our offer of a refund for providing proof that they had called to cancel yet the date of their proof was the day prior to us receiving the reservationI checked with that reservation company web site and discovered that a potential guest was required to click on a box that stated that they had read and understood that the web site only made reservations for the convenience of a guest and charged a non refundable 10% fee for the service before they could even put their credit card info onto the screenWe forwarded the screen shots to AMEX and they checked it outI then made contact with the company that made the reservation and told them that they were not permitted to make any reservations for others using our web siteI used this case as an example why we do not allow that procedure and explained that we were in our third dispute with these folksThe manager of that company apologized for using our web site without authorization and asked us to allow them to continue to make reservations over the phone if they used their IATA number as a regular travel agent wouldHe said that if we would work with him that he would cover our loss if we lost the disputeI explained that I had been accused of harassment and had been asked not to make any further contact with these people so I would not be able to negotiate any settlement with them while we were still in disputeHe told me that they had already been in contact with these folks and agreed to refund their 10% feeI told him that their real dispute over the facts of the date and email address was actually between the guest and NPRC and not our information and suggested that if he felt any refund was justified and wanted to contact them directly we would let them work out their own arrangement but we could not discuss any future business with them until after the dispute was resolvedHe called us a few days later and said that he had made contact and these folks and that they had agreed to accept their offer but they were still waiting on receiving their credit card info and had not heard back from them for several daysWe never heard back from NPRC againThe third dispute was closed in our favor and we thought it was resolvedWe then received notice of a fourth dispute where they claimed that the reservation company never followed up with their offer of a refund so they wanted us to refund their money insteadThey claimed that we had made a direct agreement with that reservation company to refund these people when we intentionally stayed out of any direct relationship and simply suggested that they make any offer that they felt was justifiedWe had no knowledge of what the agreement actually was that had been accepted or why it had fallen throughThe fourth dispute was quickly closed in our favorThat is when they started sending emails and attempting to make phone contact with our corporate office asking them to give them a refundWhen they received no satisfaction they filed a fifth dispute claiming that we should have accepted payment directly from the reservation company which would have solved everyone's problemsWe had only made contact to stop them from making reservations on our web site- not to attempt to obtain repayment from them of the dispute by making them promises of any future businessThey have since apparently gone out of businessWe can only assume that whatever agreement that this family had made with them was stalled due to their posting complaints about that company like they have done about oursI do know that there was suddenly a lot of bad publicity on the internet about this company and another one with a similar name that was making reservations for hotels in and around national parks for a feeWe had never done any business with either of them that we were aware of and never have allowed any company to make reservations for others using our own web siteOf course we would have no way of knowing who actually makes a reservation on our web site if the information provided is correct and the guest shows up to use the reservationThese people simply made a poor choice to make a hotel reservation on a web site that was unfamiliar to themThey even gave their credit card information along with their name and address and agreed to pay a 10% non refundable fee and then apparently had second thoughts so they must have been suspicious of the web site yet proceeded anywayIf they were only looking at rates and never intentionally meant to make a reservation as they claimed, then they would not have given their credit card info and would have had no need to attempt to call to cancel it as they also claimedTheir entire story made no sense from the beginning and no matter how much they now attempt to adjust the telling they can't take back what they had already put in print so their repeated disputes have all failedNow they claim that the room they claimed they never reserved was somehow changed to a more expensive room choiceThe story continues to alter with each retelling to a new source but the original stories were all documented in emails and shared with AMEX so a permanent record always stands in defiance of their new versionsThey simply didn't want to admit what they had done when they were charged for not showing up and lied about the facts rather than own up about what they had actually doneThat is why they have lost five disputesUnfortunately they still won't accept responsibility for their own actions and their failure to be honest about themThey still apparently delude themselves that they are innocent victims and now are focused only on causing continued irritation to the business that charged them per the contract that they entered into simply because their actions caused that business a loss of revenueThey simply refuse to give up and accept their judgment after five appealsTherefore nothing we can do or say will ever make any difference to themThey already have all the documented facts in great detail and should go back and read their own written statements before making new ones if they ever want anyone to take their complaint seriously, They just choose to ignore the facts and look for any version that places blame on anyone but themselvesIf they had even been honest and accepted responsibility we could have compromised and settled with them but they burnt that bridge long ago by continuing to ignore and misrepresent the factsYou may post or edit any part of our response that you feel is warranted but we will have no further contact with these people except to potentially seek legal action if they continue to knowingly make statements publicly
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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.[redacted]please see attached[redacted]Regards,
This message is in regard to our complaint, ID [redacted] submitted on 10/23/20 I 5 2:19:45 PM with Kelly Inn, West Yellowstone. We have enclosed just two attachments. The first attachment is an email from NPCR to Kelly Inn, wherein NPCR takes responsibility for the reservation confusion and offers to reimburse Kelly Inn. The second attachment is an email from Kelly Inn to 'NPCR's email address, dated August 10, 2015, thanking us for our stay at Kelly Inn, and hoping we enjoyed it. (We never stayed there). NPCR forwarded that email to us on August 5, 2015.
Our position on this dispute with Kelly Inn of West Yellowstone is straight forward, has not changed and bears repeating. NOTE: This dispute is still open with American Express. 1) On 3/7/15 at 3:55PM, MT, as documented on National Park Central Reservations form, we logged onto their site and sent what we thought was an inquiry for rates and availability for Kelly Inn and Holiday Inn of West Yellowstone. Trusting this site as inquiring, with a possibility of making a reservation, we gave our credit card information. 2) After our inquiry, and fearing that we might have made an unwanted reservation we called Kelly Inn (as documented in our AT&T telephone bill) on 3/7/15 at 6:12PM, MT. We spoke with their attendant for 3 minutes and gave her our name, address, and the date (7/10/15) that might have been booked. We told the attendant that we had used a web site and may have inadvertently booked a room at her hotel. The attendant checked and said they had no reservation in our name and told us not to worry. 3) On 3/9/15 AT 2:20PM, MT confident that we could move on, we booked a room at a Best Western hotel for our stay in West Yellowstone, 7/10 to 7/13/15, and received a written confirmation very soon after. On July 10th, to our surprise, we were called on our cell phone by Kelly Inn, asking when we would arrive. We were told we would be subject to a no-show charge for missing a reservation. Since we were never contacted by Kelly Inn before, we asked how they confirmed this reservation. They did have our cell and home phone numbers but we had no messages. We asked for the email address they used and they provided [redacted]@gmail.com. We told them the address was unknown to us and that is when our memory and reporting of events came into question. We emailed the [redacted] and found that it was NPCR. We asked NPCR for the form we filled out on-line, which we received. We sent it on to Kelly Inn, hoping they would understand that mistakes had been made by all three parties. That didn't happen, and that began this almost five month dispute. We were told initially by Kelly Inn that if we could provide proof of any call to them cancelling a reservation, this would go away. After we provided the telephone log showing the three minute 3/7/2015 call, this was not accepted as a "cancellation" call. They felt that we called their hotel on 3/7 to cheek on rates, then without cancelling a reservation, we went and booked other accommodations. They said that they sent us their policy, plus confirmation. We have never received these, and they never furnished us with copies. As it turned out, NPCR took full responsibility for the confusion regarding a reservation and offered to reimburse Kelly Inn for the no-show. Kelly Inn told NPCR they should apologize to us, and that they should make the reimbursement directly to us, and not to them. We've never received a written confirmation from NPCR that they would send us a reimbursement of the charges. They are no longer accepting phone calls. We believe we have been caught in the middle of all of this. We would never double book any accommodations. We thought we had handled any possibility of a reservation with Kelly Inn after speaking with their attendant. This trip to Yellowstone was a once in a lifetime adventure for us. We are Senior Citizens, 71, and 77/Veteran. A no-show charge of$341 is no small cost to us. We would like to resolve this complaint with Kelly Inn in a reasonable and fair manner.
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