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Mountain Lake Conservancy & Hotel

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Mountain Lake Conservancy & Hotel Reviews (1)

Review: This is their cancellation policy that was included with our reservation. We cancelled 17 days prior because of husband needing knee surgery and being unable to make the 9 hour trip. CANCELLATION POLICY: Standard cancellations or changes made prior to fourteen (14) days of arrival date your deposit will be refunded or reservation changed. Inside the fourteen days deposits are non-refundable and reservation changes are only made based on availability. We charge for no shows. Exceptions: VT Graduation (30 days); Advance Purchase (0 days). They cancelled our reservation per our request but attached this and are refusing to refund our deposit stating "Any reservation cancelled within the cancellation policy will be subject to a penalty of the first night's room rate". It does NOT state this anywhere on the reservation. I have copies of reservation and it only states the above.Desired Settlement: I would like our deposit refunded.

Business

Response:

Mrs. [redacted],I was contacted this morning by [redacted] with the Revdex.com. I have looked into your complaint and see that we did refund your initial deposit on the day you cancelled online.I have attached the paperwork from our system that shows we refunded your deposit. It can take 10-15 days for the banks to show the refund. You should see this showing on your account anytime.We wish your husband a speedy recovery! Let us know if you need a reservation for any of the 2017 Dirty Dancing weekends!All the best,[redacted] General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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Description: HOTELS, VACATION RENTALS, WEDDING SERVICES, RESTAURANTS, RESORTS

Address: 115 Hotel Circle, Pembroke, Virginia, United States, 24136

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