Lenroc, L.P.

As indicated on all confirmation communications sent to all potential clients at the time they make their reservations, there is a cancellation policy in placeThis is to ensure guests have ample time to cancel their reservations with no penalties if they should choose to do soIf there are any
requests for cancellations within the parameters, the guests are given a cancellation number and are encouraged to keep that number for at least days.If there are circumstances which forces a guest to cancel a reservation with the grace period, a manager’s approval is required, in which case a cancellation number is also given to the guest for reference(The cancellation number is generated only after a reservation is cancelled in the system)While speaking with Mr*** *** it was clear that he did not have any necessary information to indicate the reservation was indeed cancelledI spoke with Mr*** myself and he did not know who he spoke with, if it was a male or female, what time he had called, and he most certainly did not have a cancelation number.With that on good faith, we did refund half the charges for the room rate and taxAs I am sure you may empathize, as a business, policies are put in place to minimize abuse and loss of revenueThe fact that Mr*** could not provide any verifiable information for us to ensure the reservation was cancelled, even though it was within the cancellation period and a manager would have had to approve it, does not leave us with the justification to refund the entire amountWe in fact held the room on a sold out night for his arrival and turned away potential business to ensure his reservation was protectedI have attached a copy of the refund folio extended to Mr*** for your reference.Thank you much for the opportunity to explain the detailsPlease let me know if additional information is required.Sonny KarimiGeneral ManagerSonny ***, General Manager*** *** *** *** *** ** ***