Lake Inn

I am replying to the complaint that this guest made in regard to my business.  First of all, he made two separate reservations coming in March 2016, Upon reservation he was informed that he was being charge for the first night over the phone and he will be responsible for additional nights upon...

arrival, also he was informed just like all other guest who make reservation our cancellation policy, which states as follow: We require a 24 hour notice to cancel your reservation for a refund minus a $10 cancellation fee otherwise your full deposit will be forfeited.  He called and spoke with the reservationist who made his reservation couple of times, and she could not understand why he knew about the policy but did not hear the $10 cancellation fee, and told her that he we did not give him his $10 he would cancel the other reservation, and she proceed to tell him that he was going to be charge an additional $10 for the other cancellation if he wanted to cancel it. Upon my conversation with the young man, he got upset and told me that he wasn't told about the $10 fee and I should give him the money otherwise he would report me to Revdex.com and leave the hotel bad reviews all over the internet.  I told him that I don't appreciate his threats and refused to give him the $10 backs, because it company policy and he should not be treated differently from my other guest.  I don't believe Revdex.com shoul dpublish this complaint because its not a legit complaint, its a company policy and he should not be thereated any differentThank you,[redacted].Lake Inn

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Greetings:
I do not accept the response from Lake Inn. I want refunded $20 that I should be owed. I never threatened to perform any kinds of counter actions to the denial of my refund so the manager is lying. They can say all they want about how the lady at the front desk told me about their policy but that is just not true or we wouldn't be in this situation. People make mistakes yes and the Lake inn receptionist made one so they should correct that accordingly. The manager also proceeded to tell me I am just trying to get my money back because I am "hard out" for $20 which is not true and should not be a matter of discussion anyways. It comes down to business principles and the proper communication they did not have with me. It is a simple fix, refund me the $20 and this is over. You should not charge people a fee you never informed them on and also when they cancel a month in advance. I want consumers to know about this issue because I am sure I wasn't the first person and wont be the last.
Thanks

Review: I did not even get to stay here. I scheduled 2 separate stays in late April of 2016 and had to cancel 1 of those a month before we arrived. I was charged a 10 fee that I was never informed on upon the initial scheduling process. I wanted to get refunded that amount or have it as credit towards my next stay. Instead the manager told me I was a liar and would not grant me either request because he said that all his employees inform guests on their policy. The manager became very angry and disrespectful towards me saying he was going to report me to all other hotels in the area for bad customer service. We all know very well that people make mistakes and I am for certain that I was never informed on their policy I was treated with disrespect. I will never stay here, and hope this helps so no one else encounters this issue. I then canceled my other reservation I had made so now it is a total of $20 in which I was charged for just a phone call.Desired Settlement: I want to be refunded the $20 dollars I spent on nothing for a policy I was never informed of. Yes it is important to have policies in business but you have inform someone on that policy before you implement it.

Business

Response:

I am replying to the complaint that this guest made in regard to my business. First of all, he made two separate reservations coming in March 2016, Upon reservation he was informed that he was being charge for the first night over the phone and he will be responsible for additional nights upon arrival, also he was informed just like all other guest who make reservation our cancellation policy, which states as follow: We require a 24 hour notice to cancel your reservation for a refund minus a $10 cancellation fee otherwise your full deposit will be forfeited. He called and spoke with the reservationist who made his reservation couple of times, and she could not understand why he knew about the policy but did not hear the $10 cancellation fee, and told her that he we did not give him his $10 he would cancel the other reservation, and she proceed to tell him that he was going to be charge an additional $10 for the other cancellation if he wanted to cancel it. Upon my conversation with the young man, he got upset and told me that he wasn't told about the $10 fee and I should give him the money otherwise he would report me to Revdex.com and leave the hotel bad reviews all over the internet. I told him that I don't appreciate his threats and refused to give him the $10 backs, because it company policy and he should not be treated differently from my other guest. I don't believe Revdex.com shoul dpublish this complaint because its not a legit complaint, its a company policy and he should not be thereated any differentThank you,[redacted].Lake Inn

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Greetings:

I do not accept the response from Lake Inn. I want refunded $20 that I should be owed. I never threatened to perform any kinds of counter actions to the denial of my refund so the manager is lying. They can say all they want about how the lady at the front desk told me about their policy but that is just not true or we wouldn't be in this situation. People make mistakes yes and the Lake inn receptionist made one so they should correct that accordingly. The manager also proceeded to tell me I am just trying to get my money back because I am "hard out" for $20 which is not true and should not be a matter of discussion anyways. It comes down to business principles and the proper communication they did not have with me. It is a simple fix, refund me the $20 and this is over. You should not charge people a fee you never informed them on and also when they cancel a month in advance. I want consumers to know about this issue because I am sure I wasn't the first person and wont be the last.

Thanks