Kelly Worley Rentals

Attn: Dispute Resolution Dept:
Thank you for the letter dated 7/28/2020 regarding the complaint from ***. The claim from *** says that the above mentioned business will not provide a refund for the consumer in the amount of $795.00 for a rental property she will not be using.
I own a short-term rental property. I have had interactions with ***. *** attempted to make a reservation at the property on 3/13/2020 for a stay on 5/8-5/10. Before completing the reservation, I advised *** to obtain a trip insurance policy, as things were uncertain in the nation and more importantly that the cancellation policy approved by *** included "no refunds” if the cancellation was provided less than 60 days. *** did purchase the trip insurance.
On 4/2 *** indicated her desire to cancel the reservation and requested a refund. I gave her three options:
1. Go through the trip insurance company to get her money back. 2. Use her deposit for a future stay. (This was not required but I felt was good business.) 3. Pay the remaining balance and stay in the property as originally intended.
These are the same opportunities that I offered to the many other cancellations that occurred during this time, and I have not received any other complaints regarding this matter.
At this point, *** became frustrated with the options. I contacted *** on ***'s behalf and attempted to help *** claim the refund from the trip insurance company, and *** indicated that they could not help me because *** would have to contact the insurance company herself to get her refund. I continued to stay in contact with *** until she became belligerent and harassing. On 5/8/2020 I received 23 of the exact same messages from *** and have had to endure threats of slander and continued complaints. I continue to try to help *** and am uncertain why she will not use the policy and why she is choosing to lash out and threaten.
I did contact *** for advice on the best practice in this case and *** analyzed the messages and indicated ***'s communications were, in fact, a form of harassment. *** did write a letter to *** advising her of her options to which *** has not taken and instead has decided to slander myself and my husband's companies that are unaffiliated with this matter.
I have provided evidence of her trip insurance in this email. I believe *** mentioned something about the insurance not going through in her complaint. I will reach out to her and refund her amount of $795 to settle this matter.
If you need further information, please contact me at 417-231-6290. I will be very happy to assist in any way that I can.

Sincerely,

Kelly Worley