LONDON BRIDGE RESORT

Mrand Mrs Wylie purchased their package at the [redacted] *** on 4/26/in Phoenix The package sold for $+ tax, total $87.52, and wasavailable for use until 12/15/The package is a day and night stay at the London Bridge Resort and includes a vacation ownership presentation Purchasers must qualify and must acknowledge that they understand the terms of the agreement(Attached are scanned copies of the signed agreement.) On 4/26/Mrs [redacted] requested Labor Day weekend and was told all of the rooms were sold out but she could go on a waitlist in the event someone cancelled Since one of the requirements of placing a reservation is the dates must be 30-days out it was explained at the time of purchase that if a room became available less than days prior to arrival that it would be non-cancelableMrs [redacted] agreed and signed off on the packageOn August 16th [redacted] spoke to Mrs [redacted] and explained there was a cancellation and offered her to use her package for Labor Day weekend.Guests who do not arrive as scheduled are automatically checked into their rooms for reporting purposesIt is assumed the guest is simply late in arriving Upon the automatic check in the computer system authorizes the card on file a $incidental feeThis is not a charge but an authorization which if not used will be released within - daysOn holiday weekends the card on file is charged $to confirm future charges can be processedIn the event the guest does not show this charge too is releasedOn the morning of 8/30/it was confirmed that the Wylie's did not arriveOn the same day 8/30/Mrs [redacted] called the front desk inquiring about the $incidental feeShe was transferred to the marketing deptartment and spoke to Alisha who advised them the manager, [redacted] , would call her back [redacted] called and left a messageMrs [redacted] has not returned her call as of today 9/9/2014.Even though the package agreement is nonrefundable London Bridge Resort has decided to go ahead and refund the total amount originally processed in the amount of $This refund will be processed by 9/11/and should reflect in MrsWylie's account within days.Regarding the statement of this being her 2nd charge, we believe MrsWylie is forgetting her 1st charge for the purchase of the package and then the authorization for incidentals would be the 2nd chargeRegarding LBR passing her email address to others she does not know London Bridge Resort takes very serious the relationship between the consumer and the resortWe do not give or sell any of our clients contact informationAny person from London Bridge Resort that would contact Mrs [redacted] regarding her purchase would have an email address with @ [redacted]

see Attached document

Mr. and Mrs.  Wylie purchased their package at the [redacted] on 4/26/14 in Phoenix.  The package sold for $79.00 + tax, total $87.52, and wasavailable for use until 12/15/2014. The package is a 3 day and 2 night stay at the London Bridge Resort and...

includes a vacation ownership presentation.  Purchasers must qualify and must acknowledge that they understand the terms of the agreement. (Attached are scanned copies of the signed agreement.)  On 4/26/2014 Mrs. [redacted] requested Labor Day weekend and was told all of the rooms were sold out but she could go on a waitlist in the event someone cancelled.  Since one of the requirements of placing a reservation is the dates must be 30-45 days out it was explained at the time of purchase that if a room became available less than 30 days prior to arrival that it would be non-cancelable. Mrs. [redacted] agreed and signed off on the package. On August 16th [redacted] spoke to Mrs. [redacted] and explained there was a cancellation and offered her to use her package for Labor Day weekend.Guests who do not arrive as scheduled are automatically checked into their rooms for reporting purposes. It is assumed the guest is simply late in arriving.  Upon the automatic check in the computer system authorizes the card on file a $50 incidental fee. This is not a charge but an authorization which if not used will be released within 7 - 10 days. On holiday weekends the card on file is charged $1.00 to confirm future charges can be processed. In the event the guest does not show this charge too is released. On the morning of 8/30/2014 it was confirmed that the Wylie's did not arrive. On the same day 8/30/2014 Mrs. [redacted] called the front desk inquiring about the $50 incidental fee. She was transferred to the marketing deptartment and spoke to Alisha who advised them the manager, [redacted], would call her back.  [redacted] called and left a message. Mrs. [redacted] has not returned her call as of today 9/9/2014.Even though the package agreement is nonrefundable London Bridge Resort has decided to go ahead and refund the total amount originally processed in the amount of $87.52. This refund will be processed by 9/11/2014 and should reflect in Mrs. Wylie's account within 10 days.Regarding the statement of this being her 2nd charge, we believe Mrs. Wylie is forgetting her 1st charge for the purchase of the package and then the authorization for incidentals would be the 2nd charge. Regarding LBR passing her email address to others she does not know London Bridge Resort takes very serious the relationship between the consumer and the resort. We do not give or sell any of our clients contact information. Any person from London Bridge Resort that would contact Mrs. [redacted] regarding her purchase would have an email address with @[redacted].

Mr. and Mrs.  Wylie purchased their package at the [redacted] on 4/26/14 in Phoenix.  The package sold for $79.00 + tax, total $87.52, and wasavailable for use until 12/15/2014. The package is a 3 day and 2 night stay at the London Bridge Resort and...

includes a vacation ownership presentation.  Purchasers must qualify and must acknowledge that they understand the terms of the agreement. (Attached are scanned copies of the signed agreement.)  On 4/26/2014 Mrs. [redacted] requested Labor Day weekend and was told all of the rooms were sold out but she could go on a waitlist in the event someone cancelled.  Since one of the requirements of placing a reservation is the dates must be 30-45 days out it was explained at the time of purchase that if a room became available less than 30 days prior to arrival that it would be non-cancelable. Mrs. [redacted] agreed and signed off on the package. On August 16th [redacted] spoke to Mrs. [redacted] and explained there was a cancellation and offered her to use her package for Labor Day weekend.Guests who do not arrive as scheduled are automatically checked into their rooms for reporting purposes. It is assumed the guest is simply late in arriving.  Upon the automatic check in the computer system authorizes the card on file a $50 incidental fee. This is not a charge but an authorization which if not used will be released within 7 - 10 days. On holiday weekends the card on file is charged $1.00 to confirm future charges can be processed. In the event the guest does not show this charge too is released. On the morning of 8/30/2014 it was confirmed that the Wylie's did not arrive. On the same day 8/30/2014 Mrs. [redacted] called the front desk inquiring about the $50 incidental fee. She was transferred to the marketing deptartment and spoke to Alisha who advised them the manager, [redacted], would call her back.  [redacted] called and left a message. Mrs. [redacted] has not returned her call as of today 9/9/2014.Even though the package agreement is nonrefundable London Bridge Resort has decided to go ahead and refund the total amount originally processed in the amount of $87.52. This refund will be processed by 9/11/2014 and should reflect in Mrs. Wylie's account within 10 days.Regarding the statement of this being her 2nd charge, we believe Mrs. Wylie is forgetting her 1st charge for the purchase of the package and then the authorization for incidentals would be the 2nd charge. Regarding LBR passing her email address to others she does not know London Bridge Resort takes very serious the relationship between the consumer and the resort. We do not give or sell any of our clients contact information. Any person from London Bridge Resort that would contact Mrs. [redacted] regarding her purchase would have an email address with @[redacted].