Initial Business Response /* ([redacted]) */
Contact Name and Title: [redacted]
Thank you for allowing to respond. We are very sorry this situation occurred. Revdex.com involvement was totally unnecessary as this issue...
was resolved in four days -- two being a Saturday and a Sunday when staff was minimal.
This individual was the group leader in a family reunion arriving for 4 nights in July 2017 staying in 3 3BR condominium units. We do not believe this individual has ever stayed at Still Waters Resort.
The complaint was difficult to understand because our standard business practice is to take 2 night deposits on 4 night or more stays in the summer. Prior to rates being set for the year, the practice is to take minimal deposits in the prior summer and fall until rates are set at the end of the year. This allows families and groups to make advance reservations holding rooms while trying to plan without a financial hardship. This has been the case for 40 years and with hundreds of thousands of reservations. There is nothing uncommon about this business practice beyond the fact we do not collect all monies upfront.
Additionally, there was no change in terms. The rates, type of unit and dates stayed the same. The same amount of money would be collected for the whole reservation. There was simply a misunderstanding on when the deposits would be collected. Under normal circumstances, this would and should have been an issue easily resolved.
This individual allowed for no time for management to investigate or even attempt to address the problem. The Revdex.com complaint (our first in a long time) was filed within 24 hours of the initial email complaint. Similar statements to the complaint were posted to Google and Facebook. This was following up in an email to the resort stating that "we would be more than happy to stay at Still Waters and remove all negative reviews, postings and complaints if our situation were to be addressed." This malicious intent was further confirmed in a call on Monday as it was implied that half the group was wanting to go "elsewhere" but would be glad to stay if the resort addressed their concerns. This was a very unique situation.
It is very difficult for any business to address customer concerns 6 months prior to a customer using the business. It is almost impossible with a clearly unhappy customer who is wanting to continue only under the terms of the customer. We did try to reach a compromise.
Despite being offered a 3 month extension to make the deposit, this individual requested the resort cancel the family reunion reservations and refund their money. This was completed and all monies refunded the Monday following the complaint. This would have the case without any complaint to the Revdex.com.
Thank you for allowing us to respond.
Initial Consumer Rebuttal /* ([redacted]) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still Waters Condominiums falsely stated their costs in deposit, despite us having paid receipts and reservations confirmations and refused to honor our original terms of our reservation. When speaking with management, it was stated that it is common practice to call their guests and demand more money upfront prior to a guests stay. Still Waters shady sales practices should be made aware to all consumers upfront. I did receive a full refund of our original funds, but was extremely inconvenienced by the situation and had to invest many hours and days of finding an alternate vacation spot for our family reunion.
Initial Business Response /* ([redacted]) */
Contact Name and Title: [redacted]
Thank you for allowing to respond. We are very sorry this situation occurred. Revdex.com involvement was totally unnecessary as this issue...
was resolved in four days -- two being a Saturday and a Sunday when staff was minimal.
This individual was the group leader in a family reunion arriving for 4 nights in July 2017 staying in 3 3BR condominium units. We do not believe this individual has ever stayed at Still Waters Resort.
The complaint was difficult to understand because our standard business practice is to take 2 night deposits on 4 night or more stays in the summer. Prior to rates being set for the year, the practice is to take minimal deposits in the prior summer and fall until rates are set at the end of the year. This allows families and groups to make advance reservations holding rooms while trying to plan without a financial hardship. This has been the case for 40 years and with hundreds of thousands of reservations. There is nothing uncommon about this business practice beyond the fact we do not collect all monies upfront.
Additionally, there was no change in terms. The rates, type of unit and dates stayed the same. The same amount of money would be collected for the whole reservation. There was simply a misunderstanding on when the deposits would be collected. Under normal circumstances, this would and should have been an issue easily resolved.
This individual allowed for no time for management to investigate or even attempt to address the problem. The Revdex.com complaint (our first in a long time) was filed within 24 hours of the initial email complaint. Similar statements to the complaint were posted to Google and Facebook. This was following up in an email to the resort stating that "we would be more than happy to stay at Still Waters and remove all negative reviews, postings and complaints if our situation were to be addressed." This malicious intent was further confirmed in a call on Monday as it was implied that half the group was wanting to go "elsewhere" but would be glad to stay if the resort addressed their concerns. This was a very unique situation.
It is very difficult for any business to address customer concerns 6 months prior to a customer using the business. It is almost impossible with a clearly unhappy customer who is wanting to continue only under the terms of the customer. We did try to reach a compromise.
Despite being offered a 3 month extension to make the deposit, this individual requested the resort cancel the family reunion reservations and refund their money. This was completed and all monies refunded the Monday following the complaint. This would have the case without any complaint to the Revdex.com.
Thank you for allowing us to respond.
Initial Consumer Rebuttal /* ([redacted]) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still Waters Condominiums falsely stated their costs in deposit, despite us having paid receipts and reservations confirmations and refused to honor our original terms of our reservation. When speaking with management, it was stated that it is common practice to call their guests and demand more money upfront prior to a guests stay. Still Waters shady sales practices should be made aware to all consumers upfront. I did receive a full refund of our original funds, but was extremely inconvenienced by the situation and had to invest many hours and days of finding an alternate vacation spot for our family reunion.