Meadowbrook Resort

I am very confusedThis is the same letter that was here previously that I responded to on May 1, I am submitting the same response as follows: May 1, 2017Revdex.com of WisconsinRE: Mary [redacted] # [redacted] Revdex.com, In your request for our response, you have asked to state the facts as we see them and to avoid emotionThis is why we stated from the very beginning that we have referred to our security cameras to document and verify the step by step progression of eventsThis is exactly why we got so specific with the exact times of each event so as to not exaggerate or embellish anythingWe will also refer to their posted complaint/review on [redacted] , and we respond once again to the guests statements as follows:“3) After the second room also smelled like smoke, we realized there was a problem here One thing to note is how the security camera "conveniently" seems to have missed is the part where I had to remove my son and go outside, as he was beginning to show signs of asthma (wheezing, coughing, complaining of chest tightness)There are doors near the game room on the first floor where we stepped outside.”She did take her son outside out the game room door long after they had been there, while I was discussing the situation with Mr [redacted] She went out and came back in in less than seconds which was not even worth noting.“4) .Also part of our discussion was that if two rooms smell like smoke, it is inevitable that smoke or residual smoke has traveled/will travel through the HVAC system, so even if we chose to stay in another room, it would not solve the problem I reluctantly relented and agreed that it would be a health hazard for our son and was not worth the risk At this point we still WANTED to make it work, so it was very disappointing to come to the realization that we could not stay Our kids were enthusiastic about the pool.”Our HVAC system, as with the majority of hotels, is all individual to each guest room and is not connected from room to room to roomSo, there is no traveling and spreading as she suggestsHere, she is stating that they “still WANTED to make it work” yet they kept refusing our offer to take them around to any room of their choice.“8) The manager DID in fact agree that the first room smelled of smokeHe then went into the second room and stated that while the last room smelled like smoke, this one smelled like cleaning chemicalsI will venture a guess, and this is not out of disrespect but is merely an educated guess, that he is either a smoker himself or he resides with a smoker From family experience I can confirm that when you are a smoker or live with a smoker, it is much harder to detect cigarette smoke odors That could be why he felt the second room did not have a residual smoke odor.”In reality, not I or anyone in my family has ever smokedI suffer myself from respiratory allergies and have my own sensitivities to smoke, perfumes, sprays, etcI have had a few family members, friends, and employees with asthma and am well aware of its effectsA close aunt and our former head of maintenance both died from the effects of asthma so I am well aware of what asthma is.In items 9-13, I had already admitted previously that the FIRST room smelled of cleaning sprays and I agreed that such odors could irritate an asthmatic person; I never denied this and agreed with Mr [redacted] However, she keeps stating that I agreed it smelled smoky which I did notThe second room had no odor of any kind of which Mr [redacted] agreedShe was not even present during these discussions of the rooms until she joined us in the corridor from the game roomShe has referenced a few times that their children are afraid of large waterslides and that they did not want a large waterpark environment yet the resorts they mentioned are the largest in Wisconsin Dells and even the entire nation, depending on how you measure themShe mentions that the Wilderness is smoke-free and seems to keep referring that we advertise our resort as non-smokingAs a Wisconsin resident and a consumer that obviously needs to be concerned about the air quality of any establishment, she must be aware that every public building and business in the state is smoke-free by law; not by choiceOn a side note, Meadowbrook Resort was already smoke-free for many, many years prior to the July 5, effective date of the state-wide smoking banIt is something we have taken very seriously for many years.Items 14-refer to her husband being surprised that we offered the refundMrs [redacted] had previously asked for “whatever portion of a refund” they could get; “we understand you are losing a night’s rental”; and again wanted to know if we could refund any portion of their rental charges during our discussionOn the [redacted] review: “...and was willing to accept the fact that a portion of our deposit may be non-refundable” Our offer was to find a suitable room of their choice on any floor to their liking and approvalThey were still discussing their decision for quite some time and then just leftWe did not know if they were leaving to stay somewhere else or would be returning to stay in the second room or accept our offer to look at another roomWhen he returned later, we asked if they are staying with us, and he said they would not beThe front desk called me and I instructed her to refund the second night to themThis was done without any further inquiry or discussion about a refund but rather trying to see things from their perspectiveAt this point, they still never actually checked out so we did not know if they were stayingContrary to their beliefs, we are not here to just collect payments under pretenses and rudely turn away from our guests“18) My husband did not admit the second room smelled fine, so that is a lieHe may have agreed that the THIRD room smelled fine, but by that time we surmised correctly that smoke travels through vents, so it would not matter if some of the other rooms were smoke freeAgain, a possibility could be that someone who smokes/resides with a smoker would not notice a subtle residual odor I did not state that the "sq foot lobby with foot high ceilings was full of cigarette smoke." That is false What I stated was that when he went back to check out, my husband noted the SMELL of fresh cigarette smoke I never claimed that the smoke was visible(Very confused by that accusation)”This section basically sums up their entire exaggerated and embellished complaintNow, suddenly out of nowhere, there is a 3rd room that enters the chain of events and this is the one that he agrees that there is no smellHere again I will refer to the actual security camera footage to prove that there never was a 3rd room since they never gave us a chance to even show them another (3rd) roomIn this passage, she refers to the smoke smell as “a subtle residual odor” but elsewhere refers to the smoke odor as immediately “evident” and “very obviously a mixture of stale and FRESH cigarette smoke ” Between their initial complaint, this current complaint, and their posted [redacted] review (“My kids aren't big fans of the large waterparks ; Upon check-in, we were ignored for at least minutes ; ...by this point our son was in respiratory distress ; ...we had just paid minutes earlier ; ...our children were not ready for the "big" waterpark resorts When my husband went back a little later, he noted that the entire lobby now reeked of fresh cigarette smoke ” etc, etc.), this has all grown into a much larger incident than actual facts will show and we refer to actual times on cameraIn her first complaint she stated: “On a side note, when he walked back into the lobby, he noticed the whole place now smelled of fresh cigarette smokeThe smell was embedded in our whole family's clothing and hair.” This explanation describes that the WHOLE PLACE now smelled of FRESH cigarette smoke which would mean that someone (most likely several people) would have been gathered in our square foot lobby with a foot ceiling, smoking indoors, in order for the “whole place” to smell of “fresh” cigarette smokeShe reiterated this on [redacted] with, “the entire lobby now reeked of fresh cigarette smoke”In addition, she still claims that as was described previously that the smell was embedded in their whole family’s clothing and hairThis happened even though Mr [redacted] was the ONLY person that came back into the lobby after they had leftThis suggests that we will allow anyone to smoke anywhere inside at any time against state lawIf that were the case, they would have noticed this right when they walked in our front door the first time and would have seen someone, somewhere actually smoking in the buildingThis too, is absurd.Upon reviewing all of this, again, at this point, it is fruitless to continue going around and around with pointless claims and statementsWe are in the business of welcoming people — not arguing over the dollar value of one night as they wish to continueWe stand on principal and we welcome the [redacted] to return for the value of their $with tax for a return stay with usIf they feel better about it, they can arrange that stay through your office and we will be happy to work with you to make that possible

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is un satisfactory to me Regards, I have read the letter fromMeadowbrook resort and yes I was wrong on the date that was my mistake hitting the zero instead of the anyway I just want to add to my acceptance I had started to book directly online to Meadowbrook when the Booking .com popped up when that happened I wasn,t able to complete my direct booking so I went through the Booking.com and completed my reservation I am just a common person trying to adjust to all these new technology of computers and its advancements And yes confusion I have since I.ve been fighting lymes Disease and it has hit me neurological I have experience memory loss and confusion and I really am not using this as an excuse just letting you know my condition Gong online is a challenge and I just tried to do what I think is right not always accomplishing my outcome I did not see the extra charges or knew that they would keep the if I cancelled Thank you for helping me and I will diffentently tell anyone going to Wisconsin Dells the procedure at MeradowBrook Resort as everyone I talked to said they have never heard of such charges They could not believe a resort would do that as you know I booked on the of June and cancelled hours latter and yes it was the of July that we would have stayed, however I'm sure they booked it !! I appreciater all your help and I will no longer pursue this matter any further Thank You [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I feel I have done all I can to accurately and truthfully explain what happened to our familyI certainly don't make a habit of booking vacations and then making claims against hotels in hopes of getting a refundAs I've now discovered,( unfortunately too late) is that this resort does seem to have a concerning habit of being rude, dishonest, unprofessional customer service I am shocked by the unprofessional way this has been handled by the resortI can only surmise that the reason the manager decided to come up with the idea that I fabricated a medical issue to get a refund is to attempt to salvage his reputation Here are some portions of the many negative reviews on ***Are ALL these people also embellishing/exaggerating/lying??! "She was very rude....I was stunnedI have never been treated so poorly in all my years of travelSimply horrified a hotel would treat a customer like this!!!" "I won't repeat the rather offensive conversation we had with the clerk, but needless to say, they were extremely rude and fairly offensive and seemed to be taking perverse pleasure in being so rudeHow they stay in business in the service industry is beyond me." "It did not seem clean." "Mold smell was unbearable." "Very unprofessional toward people and very rudeThe supervisor was very rude and unprofessional toward us and other guests." "...[she] began arguing with [me]Glad I found somewhere elseLost a potential customer." "Horrible and felt unsafe." (This customer posted photos to prove she was actually there- otherwise they'd probably accuse her of "embellishing and exaggerating." "HORRIBLE customer serviceThe sales supervisor was very rude and wasn't willing to work with us at allI have never spoken with anyone so unprofessional and condescending." "Buyer bewareUnacceptable cancellation policy." "staff made us feel like we were bothering them when we checked in." "Management rude to guestNot friendly at allMade us feel like we were an inconvenience for her to check inWould NEVER, NEVER go back." "Staff attitude." "I smoke and can follow the rules but no one else wasI don't smoke around my kids for the very reason of secondhand smoke but everyone else was lighting them up on the decks right next to my kids playingWon't be back." "A huge disappointmentBad room, bad staff." "In all our interactions with the front desk they gave us the feeling they are bored, uninterested, and did not care." "The plunger left by the toilet seat is probably an indicator about what to expect from this hotel." "Rude employeesThe staff was curt and did not want to go above and beyond to ensure a return stay from their customers." "Beware." "Do not waste your moneyWould never recommend to anyone." "The chewas unfriendly." "Very disappointing." "poor service from staff- they lost a group booking." "Don't make a mistake by coming hereThere was no one to clean our rooms." "will not return to this facility." "Beware! I would not give them my money again." "Horrible, it should be shut down." "cranky staff." "reservations/front desk could a lesson in manners and customer service." "Scam! Room itself seemed dingyWe chose not to stay there but ended up paying for the entire stay because money-hungry staff refused to refund any of our money." "dont waste your timeThis experience has left a very bitter taste in my mouth." "Purposefully misleadingOnce they get you in the door, with their cancellation fees you lose your money." "So inappropriate I think it could be considered a racket." "Worst vacation ever." "I wasn't prepared for the utter lack of caring about the customer." "It's one thing to be no frills, but another to mis-representStill another to not give a crap when told it is sub-par." "Misleading." "AVOID." "I should've known it was a mistake from the beginning and was a sign." "Filthy." "DisgustingThe room smelled like cleaning products covering up something badOffered us another room but refused to give us our money back." "The worst customer service ever!""make 100% sure you want to be treated terribly or you are out your money." "The staff was less than friendly even over the phoneThis should've been a clue." "After voicing our complaints to the manager, he was very rude and unaccommodating." "Bad, bad customer service." "worst hotel experience of my life because of lack of empathy, understanding and response by hotel staff and management." "Foul smells were everywhere." "We were promised things we did not get." "Owner/manager is impossible to deal withPompous and rude individual." "Very disappointedManagement handled poorly." "when management was approached the shield of 'not our fault' showed his lack of concern for guests." "DON'T STAY HERE."
Regards,
Mary ***

The original room was having an issue with a low battery in the electronic lock so we did move the guests to the only available room left for the Labor Day Weekend. That room is only $10 less per night than the original but we offered to refund twice that amount — $20/night x 2 nights for a total of...

$40.00. It is true that we could not show them the difference that night as we were completely full and our software system can only price unoccupied rooms. We did offer to show them the difference in price for different dates when we had availability but they refused and said they would not believe it anyway. The guests did check out and returned everything including all attraction tickets & passes related to their reservation and vacation package. The guests have already been refunded in full after they checked out so there is no further refund due. We apologize for the inconvenience with the lock and hope that they will consider staying with us again in the future.

I am very confused. This is the same letter that was here previously that I responded to on May 1, 2017. I am submitting the same response as follows: May 1, 2017Revdex.com of WisconsinRE: Mary [redacted]Revdex.com, In your request for our response, you have asked to state the facts as we see them and to avoid emotion. This is why we stated from the very beginning that we have referred to our security cameras to document and verify the step by step progression of events. This is exactly why we got so specific with the exact times of each event so as to not exaggerate or embellish anything. We will also refer to their posted complaint/review on [redacted], and we respond once again to the guests statements as follows:“3) After the second room also smelled like smoke, we realized there was a problem here.  One thing to note is how the security camera "conveniently" seems to have missed is the part where I had to remove my son and go outside, as he was beginning to show signs of asthma (wheezing, coughing, complaining of chest tightness). There are doors near the game room on the first floor where we stepped outside.”She did take her son outside out the game room door long after they had been there, while I was discussing the situation with Mr. [redacted]. She went out and came back in in less than 20 seconds which was not even worth noting.“4) …….Also part of our discussion was that if two rooms smell like smoke, it is inevitable that smoke or residual smoke has traveled/will travel through the HVAC system, so even if we chose to stay in another room, it would not solve the problem.  I reluctantly relented and agreed that it would be a health hazard for our son and was not worth the risk.  At this point we still WANTED to make it work, so it was very disappointing to come to the realization that we could not stay.  Our kids were enthusiastic about the pool.”Our HVAC system, as with the majority of hotels, is all individual to each guest room and is not connected from room to room to room. So, there is no traveling and spreading as she suggests. Here, she is stating that they “still WANTED to make it work” yet they kept refusing our offer to take them around to any room of their choice.“8) The manager DID in fact agree that the first room smelled of smoke. He then went into the second room and stated that while the last room smelled like smoke, this one smelled like cleaning chemicals. I will venture a guess, and this is not out of disrespect but is merely an educated guess, that he is either a smoker himself or he resides with a smoker.  From family experience I can confirm that when you are a smoker or live with a smoker, it is much harder to detect cigarette smoke odors.  That could be why he felt the second room did not have a residual smoke odor.”In reality, not I or anyone in my family has ever smoked. I suffer myself from respiratory allergies and have my own sensitivities to smoke, perfumes, sprays, etc. I have had a few family members, friends, and employees with asthma and am well aware of its effects. A close aunt and our former head of maintenance both died from the effects of asthma so I am well aware of what asthma is.In items 9-13, I had already admitted previously that the FIRST room smelled of cleaning sprays and I agreed that such odors could irritate an asthmatic person; I never denied this and agreed with Mr. [redacted]. However, she keeps stating that I agreed it smelled smoky which I did not. The second room had no odor of any kind of which Mr. [redacted] agreed. She was not even present during these discussions of the 2 rooms until she joined us in the corridor from the game room. She has referenced a few times that their children are afraid of large waterslides and that they did not want a large waterpark environment yet the 3 resorts they mentioned are the largest 3 in Wisconsin Dells and even the entire nation, depending on how you measure them. She mentions that the Wilderness is smoke-free and seems to keep referring that we advertise our resort as non-smoking. As a Wisconsin resident and a consumer that obviously needs to be concerned about the air quality of any establishment, she must be aware that every public building and business in the state is smoke-free by law; not by choice. On a side note, Meadowbrook Resort was already smoke-free for many, many years prior to the July 5, 2010 effective date of the state-wide smoking ban. It is something we have taken very seriously for many years.Items 14-17 refer to her husband being surprised that we offered the refund. Mrs. [redacted] had previously asked for “whatever portion of a refund” they could get; “we understand you are losing a night’s rental”; and again wanted to know if we could refund any portion of their rental charges during our discussion. On the [redacted] review: “...and was willing to accept the fact that a portion of our deposit may be non-refundable” Our offer was to find a suitable room of their choice on any floor to their liking and approval. They were still discussing their decision for quite some time and then just left. We did not know if they were leaving to stay somewhere else or would be returning to stay in the second room or accept our offer to look at another room. When he returned later, we asked if they are staying with us, and he said they would not be. The front desk called me and I instructed her to refund the second night to them. This was done without any further inquiry or discussion about a refund but rather trying to see things from their perspective. At this point, they still never actually checked out so we did not know if they were staying. Contrary to their beliefs, we are not here to just collect payments under false pretenses and rudely turn away from our guests. “18) My husband did not admit the second room smelled fine, so that is a lie. He may have agreed that the THIRD room smelled fine, but by that time we surmised correctly that smoke travels through vents, so it would not matter if some of the other rooms were smoke free. Again, a possibility could be that someone who smokes/resides with a smoker would not notice a subtle residual odor.  I did not state that the "2000 sq foot lobby with 24 foot high ceilings was full of cigarette smoke."  That is false.  What I stated was that when he went back to check out, my husband noted the SMELL of fresh cigarette smoke.  I never claimed that the smoke was visible. (Very confused by that accusation)”This section basically sums up their entire exaggerated and embellished complaint. Now, suddenly out of nowhere, there is a 3rd room that enters the chain of events and this is the one that he agrees that there is no smell. Here again I will refer to the actual security camera footage to prove that there never was a 3rd room since they never gave us a chance to even show them another (3rd) room. In this passage, she refers to the smoke smell as “a subtle residual odor” but elsewhere refers to the smoke odor as immediately “evident” and “very obviously a mixture of stale and FRESH cigarette smoke…” Between their initial complaint, this current complaint, and their posted [redacted] review (“My kids aren't big fans of the large waterparks …; Upon check-in, we were ignored for at least 5 minutes…; ...by this point our son was in respiratory distress…; ...we had just paid 10 minutes earlier…; ...our children were not ready for the "big" waterpark resorts… When my husband went back a little later, he noted that the entire lobby now reeked of fresh cigarette smoke…” etc, etc.), this has all grown into a much larger incident than actual facts will show and we refer to actual times on camera. In her first complaint she stated: “On a side note, when he walked back into the lobby, he noticed the whole place now smelled of fresh cigarette smoke. The smell was embedded in our whole family's clothing and hair.” This explanation describes that the WHOLE PLACE now smelled of FRESH cigarette smoke which would mean that someone (most likely several people) would have been gathered in our 2000 square foot lobby with a 24 foot ceiling, smoking indoors, in order for the “whole place” to smell of “fresh” cigarette smoke. She reiterated this on [redacted] with, “the entire lobby now reeked of fresh cigarette smoke”. In addition, she still claims that as was described previously that the smell was embedded in their whole family’s clothing and hair. This happened even though Mr. [redacted] was the ONLY person that came back into the lobby after they had left. This suggests that we will allow anyone to smoke anywhere inside at any time against state law. If that were the case, they would have noticed this right when they walked in our front door the first time and would have seen someone, somewhere actually smoking in the building. This too, is absurd.Upon reviewing all of this, again, at this point, it is fruitless to continue going around and around with pointless claims and statements. We are in the business of welcoming people — not arguing over the dollar value of one night as they wish to continue. We stand on principal and we welcome the [redacted] to return for the value of their $101.98 with tax for a return stay with us. If they feel better about it, they can arrange that stay through your office and we will be happy to work with you to make that possible.

It is interesting to see how [redacted] is attempting to sum up her entire reservation procedure into onesimple process and not refer to her own responsibility in the matter. First of all, she reserved her room on June 23,2015; not on Iune 30th as she is sta1ing. She reserved via Booking.com...

and then called us directJy to upgrade herroom choice specifically to a Bunkhouse Suite and to insure that she would have a covered deck with the room at acost of $20 additional per 'night; so there was some planning process in her decision - it was not simply an impulsepurchase. So, based on the reservation she made initially through Booking.com at S155/night and the S20/night roomupgrade, we ran her credit card for the required 50% deposit (S 175) for a guaranteed reservation.She did later cancel that reservation and yes, there is a cancellation fee as was clearly explained when she reservedwith Booking.com on their site and she had to acknowledge it and agree to it in order to place the reservationwith them. Not only is this explained in very simple terms on their site, it is explained in all subsequent correspondencefrom Booking.com'as well. I have included copies of the Booking.com website page with our rooms listed onit (with the cancellation policy that is in the pop-up in the upper right comer) and her Booking.com reservation documentsherewith for your review. As you will see, her refund was processed on JWle 28th (2 days prior to when sheclaims she first reserved and had contact with us). Not that these facts really change the processes involved, but itdoes point out that she seems to be either confused or trying to twist the truth and make one believe it was a last minutedecision. After all, her reservation was for part of the extremely busy 4th of July Weekend-well thought outand planned 12 days in advance of her arrival.Unfortunately, she chose to reserve through a 3rd party reservation service, Booking.com, of which we havevarious restrictions and obligations to them. Had she reserved directly with us, we would have been able to "workwith her" more to her satisfaction. You will see on her cancellation sheet from Booking.com that there is a cancellationfee of $77.S0 but that did not include her additional upgrade that she requested which brought her fee to $87.50instead - hence, the refund ~f$87.50 to her card. In conclusion, she was well aware of the reservation (and cancellation)policies and procedures when she reserved with Booking.com and to say the least, we are not "reaping" peopleoff as she exclaims. ~~.hope that she found what she was looking for and we wish her well.Thank

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is un satisfactory to me. 
Regards,    I have read the letter fromMeadowbrook resort and yes I was wrong on the date that was my mistake hitting the zero instead of the 3  anyway I just want to add to my acceptance .  I had started to book directly online to Meadowbrook when  the Booking .com popped up
when that happened I wasn,t able to complete my direct booking so I went through the Booking.com  and completed my reservation.  I am just a common person trying to adjust to all these   new technology of computers and its advancements.  And yes confusion I have since I.ve been fighting lymes Disease and it has hit me neurological  I have experience memory loss and confusion . and I really am not using this as an excuse just letting you know my condition.  Gong online is a challenge and I just tried to do what I think is right not always accomplishing my outcome.  I did not see the extra charges  or knew that they would keep the 87.50 if I cancelled.  Thank you for helping me and I will diffentently tell anyone going to Wisconsin Dells the procedure at MeradowBrook Resort as everyone I talked to said they have never heard of such charges.  They could not believe a resort would do that as you know I booked on the 23 of June and cancelled 4 hours latter and yes it was the 5 of July that we would have stayed, however I'm sure they booked it !!  I appreciater all your help and I will no longer pursue this matter any further.  Thank You [redacted]

Please see attached.

Review: On June 30th I made a reservation at Meadowbrook resort and about 4 hours later I had to cancel as we have a pet and the cost of housing a pet elsewhere was too expensive. So then Meadowbrook charged me 175.00 dollars for the cancelation then they put back $87.50 into my account but kept $87.50!! This seems to be outrageous as I cancelled within 4 hours. How can a resort do this!! Book It.com tried to get my money but Meadowbrook refused to reimburse me. I think this is just wrong. How can they do this to citizens that are just trying to find a place to stay?? Never heard of such a thing. All I want is my money back can you help?Desired Settlement: Just think Meadowbrook needs to take care of my refund and quit reaping people off!

Business

Response:

It is interesting to see how [redacted] is attempting to sum up her entire reservation procedure into onesimple process and not refer to her own responsibility in the matter. First of all, she reserved her room on June 23,2015; not on Iune 30th as she is sta1ing. She reserved via Booking.com and then called us directJy to upgrade herroom choice specifically to a Bunkhouse Suite and to insure that she would have a covered deck with the room at acost of $20 additional per 'night; so there was some planning process in her decision - it was not simply an impulsepurchase. So, based on the reservation she made initially through Booking.com at S155/night and the S20/night roomupgrade, we ran her credit card for the required 50% deposit (S 175) for a guaranteed reservation.She did later cancel that reservation and yes, there is a cancellation fee as was clearly explained when she reservedwith Booking.com on their site and she had to acknowledge it and agree to it in order to place the reservationwith them. Not only is this explained in very simple terms on their site, it is explained in all subsequent correspondencefrom Booking.com'as well. I have included copies of the Booking.com website page with our rooms listed onit (with the cancellation policy that is in the pop-up in the upper right comer) and her Booking.com reservation documentsherewith for your review. As you will see, her refund was processed on JWle 28th (2 days prior to when sheclaims she first reserved and had contact with us). Not that these facts really change the processes involved, but itdoes point out that she seems to be either confused or trying to twist the truth and make one believe it was a last minutedecision. After all, her reservation was for part of the extremely busy 4th of July Weekend-well thought outand planned 12 days in advance of her arrival.Unfortunately, she chose to reserve through a 3rd party reservation service, Booking.com, of which we havevarious restrictions and obligations to them. Had she reserved directly with us, we would have been able to "workwith her" more to her satisfaction. You will see on her cancellation sheet from Booking.com that there is a cancellationfee of $77.S0 but that did not include her additional upgrade that she requested which brought her fee to $87.50instead - hence, the refund ~f$87.50 to her card. In conclusion, she was well aware of the reservation (and cancellation)policies and procedures when she reserved with Booking.com and to say the least, we are not "reaping" peopleoff as she exclaims. ~~.hope that she found what she was looking for and we wish her well.Thank

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is un satisfactory to me.