Initial Business Response /* (1000, 5, 2014/05/28) */
Contact Name and Title: *** ***, owner
Contact Phone: XXX XXX-XXXX
Contact Email: ***@napainn.com
The customer emailed me about days before a holiday weekend (memorial day weekend) asking if he could use an expired voucher to
pay for a room for the weekendWe were completely sold out and it was suggested that he use the voucher on weekdaysAt that time we had no idea which promotion he had purchased as he only emailed the question and he indicated he had spent $for the dealWe had run four living social deals and the third one (August of 2013) was also for $and it did have the restriction that it could only be used Sunday through ThursdayI assumed that was what he had purchasedLater I discovered he purchased our first promotion which expired June 20th of and had blackout dates for memorial day weekend of I have been in dialogue with living social and they were also supposed to contact himI have also emailed him to explain that we will honor it on weekends IF we have availabilityUnfortunately, at this time of the year our weekend availability is pretty slim many weekends are already sold out till the middle of OctoberI suggested the gentle man CALL to choose a time that he can come and that we have availabilityI have not at this time ever talked to him, it has all been email communication which has led to much miscommunicationSince the gentleman bought the voucher in February of and waited till three days before he wanted to come I can only guess that he doesn't have much time to travel and maybe feels he doesn't want to choose another date? I have asked him to call us so we can work out an alternative date and so that he can use the voucherHe had not given me the opportunity to make this right and find a suitable dateAnd as of this date I have never talked to himI also do not have the authority to refund his money as that is between him and living social
Initial Consumer Rebuttal /* (2000, 7, 2014/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It appears there were many misunderstandings between us; I spoke with the owner and we worked out a resolution
Thank you
Consumer Response /* (3000, 12, 2014/06/03) */
I would like to reopen this caseI thought and hoped we resolved the matter, but the merchant is now trying to charge me more than what was quoted and also made an unauthorized charge to my credit cardI have sent two emails and have received no responsePlease contact me ASAP
Business Response /* (4000, 14, 2014/06/06) */
Copy of the first half of the confirmation to Po ***:
May 31,
** ***
*** S*** Ave Apt ***
*** *** ** XXXXX USA
Dear ***
Thank you for your reservation with the Napa InnWe look forward to your visit, and want you to know we will do everything possible to make your stay pleasant and enjoyableIf you wish any special items during your stay, we have many availableThese include our Spa packages, picnic baskets, our Sweetheart or Sweet Romance Special, or champagne in your room upon arrivalAll of these packages and specials can be viewed on our web site, www.napainn.comShould you choose any of these specials, please let us know at least one week in advance of your stay
If you are coming on a weekend or holiday period (especially May-October) we recommend you call and talk to an innkeeper about making dinner reservations for you at one of the fine restaurants we have near usunless you have done this at the time of booking
The details of your reservation are as follows:
Arrival Date: Friday, August 22,
Departure Date: Sunday, August 24,
Room(s) Booked: The Chesney Suite #
# of Nights:
# of Guests:
Quoted Price: $
Taxes: $
Total with Tax: $
If the above information is NOT correct please contact us as soon as possibleYour card has been authorized for the taxesThese funds will be returned to your account within three to ten day, per your bank's policyYou will be charged for the total booking upon arrivalWe accept Visa, Mastercard, American Express, and Discover, American Express, Travelers Checks (but no personal checks), and cash upon arrivalAll room rates are based on one or two people in a roomIf more than two people occupy one room there is a $charge per night per person (beyond the first two), regardless of ageIf a friend or family member wishes to contact you during your stay with us, please have them call XXX-XXX-XXXX extension ***
This guest booked a Friday/Saturday reservation in one of our smaller rooms for the first weekend in AugustAfter a few hours she called me back and said "I've changed my mind, we'd like to come another weekend, August 22,23, and we want the room with the king bed, I think you have, at $249." The room she was referring to is the *** Suite the lowest price room for the weekend in question, a room I had talked to her about beforeMy response was "No, it's $259" and she said "OK" and continued to book itNot only did I tell her the correct price of $several times but it is very easy to see the rate on our websiteIf she went to the "guest rooms" page and clicked on the room and enter any available date up to August 28th it will show that the room is $After Aug 28th the price goes up to $a night
We sent a confirmation to her with the charges detailed out and a paragraph right below that explaining that we authorized her card for the taxes ($67.22) and that the funds would return to her account in a few daysWe always authorize credit cards so that we know that they are goodWe do not receive the funds and she has access to them after a few daysThen the guest pays when they arrive for the room and taxesIn this case the balance after we gave her a $credit for the living social voucherShe obviously did not read the confirmation if she thinks we "charged her"
In her last email to us she asked we call her - we have tried three times now and her phone says she is not accepting callsLiving Social has also tried to call her with no successNeither did she respond to an email which we explained the above information, before she reopened this complaint with youWe are now asking Living social to go ahead and give her a refund as there does not appear to be any way to reconcile thisI will send a copy of her confirmation letter to you in a separate email*** ***
Consumer Response /* (4200, 18, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As usual, the company has lied and modified what they have said and writtenThe quoted email they cite (to Revdex.com) claiming that they have sent to me is NOT what they actually sent to me and I HAVE THE EMAIL PROOF OF WHAT THEY SENTClearly, they went back to modify what they had originally sent to make themselves look better here to the Revdex.com
I know what I heard- *** quoted $per night and I even wrote in in my notes and in my Google calendar the exact price and detailsRight after I noticed the discrepancy between the price over the phone and what she charged in her confirmation which was sent the next day, I wrote back immediately about it- she did not reply until after I contacted Living Social and re-opened this case with the Revdex.com
Also, I have been back and forth with them- email after email- they only respond after I reach out to Revdex.comI have the email proof of all of my attempted email contacts of that, as well
They have my address, phone number, and credit card numberI never authorized any charge on the card, and was never asked to allow any authorizationJust because they say on their confirmation that they charged my card doesn't mean that I authorized itPermission is requiredAlso, my phone number has been in the signature line of all my emails to themNever once did they reach out to me by phone as they claim
I communicated my nightmare of this experience to Living SocialFinally, Living Social agreed to refund my $
This response here on Revdex.com by Napa Inn, and *** in particular, is offensive, incorrect, and demonstrative of their business practices
I am most thankful to Revdex.com for existing, otherwise I would surely have been out my $320, in addition to having to suffer the extremely distressful situation by Napa InnIn fact, this response here is even more distressing- not only have they continued to lie but they are attempting to paint a picture of what actually transpired
Further, they have put my FULL NAME AND ADDRESS in their response, even though the Revdex.com has indicated in another place to avoid putting personally identifying information for the public to seeI ask that the Revdex.com please redact that portion of Napa Inn's response
Initial Business Response /* (1000, 5, 2014/05/28) */
Contact Name and Title: *** ***, owner
Contact Phone: XXX XXX-XXXX
Contact Email: ***@napainn.com
The customer emailed me about days before a holiday weekend (memorial day weekend) asking if he could use an expired voucher to
pay for a room for the weekendWe were completely sold out and it was suggested that he use the voucher on weekdaysAt that time we had no idea which promotion he had purchased as he only emailed the question and he indicated he had spent $for the dealWe had run four living social deals and the third one (August of 2013) was also for $and it did have the restriction that it could only be used Sunday through ThursdayI assumed that was what he had purchasedLater I discovered he purchased our first promotion which expired June 20th of and had blackout dates for memorial day weekend of I have been in dialogue with living social and they were also supposed to contact himI have also emailed him to explain that we will honor it on weekends IF we have availabilityUnfortunately, at this time of the year our weekend availability is pretty slim many weekends are already sold out till the middle of OctoberI suggested the gentle man CALL to choose a time that he can come and that we have availabilityI have not at this time ever talked to him, it has all been email communication which has led to much miscommunicationSince the gentleman bought the voucher in February of and waited till three days before he wanted to come I can only guess that he doesn't have much time to travel and maybe feels he doesn't want to choose another date? I have asked him to call us so we can work out an alternative date and so that he can use the voucherHe had not given me the opportunity to make this right and find a suitable dateAnd as of this date I have never talked to himI also do not have the authority to refund his money as that is between him and living social
Initial Consumer Rebuttal /* (2000, 7, 2014/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It appears there were many misunderstandings between us; I spoke with the owner and we worked out a resolution
Thank you
Consumer Response /* (3000, 12, 2014/06/03) */
I would like to reopen this caseI thought and hoped we resolved the matter, but the merchant is now trying to charge me more than what was quoted and also made an unauthorized charge to my credit cardI have sent two emails and have received no responsePlease contact me ASAP
Business Response /* (4000, 14, 2014/06/06) */
Copy of the first half of the confirmation to Po ***:
May 31,
** ***
*** S*** Ave Apt ***
*** *** ** XXXXX USA
Dear ***
Thank you for your reservation with the Napa InnWe look forward to your visit, and want you to know we will do everything possible to make your stay pleasant and enjoyableIf you wish any special items during your stay, we have many availableThese include our Spa packages, picnic baskets, our Sweetheart or Sweet Romance Special, or champagne in your room upon arrivalAll of these packages and specials can be viewed on our web site, www.napainn.comShould you choose any of these specials, please let us know at least one week in advance of your stay
If you are coming on a weekend or holiday period (especially May-October) we recommend you call and talk to an innkeeper about making dinner reservations for you at one of the fine restaurants we have near usunless you have done this at the time of booking
The details of your reservation are as follows:
Arrival Date: Friday, August 22,
Departure Date: Sunday, August 24,
Room(s) Booked: The Chesney Suite #
# of Nights:
# of Guests:
Quoted Price: $
Taxes: $
Total with Tax: $
If the above information is NOT correct please contact us as soon as possibleYour card has been authorized for the taxesThese funds will be returned to your account within three to ten day, per your bank's policyYou will be charged for the total booking upon arrivalWe accept Visa, Mastercard, American Express, and Discover, American Express, Travelers Checks (but no personal checks), and cash upon arrivalAll room rates are based on one or two people in a roomIf more than two people occupy one room there is a $charge per night per person (beyond the first two), regardless of ageIf a friend or family member wishes to contact you during your stay with us, please have them call XXX-XXX-XXXX extension ***
This guest booked a Friday/Saturday reservation in one of our smaller rooms for the first weekend in AugustAfter a few hours she called me back and said "I've changed my mind, we'd like to come another weekend, August 22,23, and we want the room with the king bed, I think you have, at $249." The room she was referring to is the *** Suite the lowest price room for the weekend in question, a room I had talked to her about beforeMy response was "No, it's $259" and she said "OK" and continued to book itNot only did I tell her the correct price of $several times but it is very easy to see the rate on our websiteIf she went to the "guest rooms" page and clicked on the room and enter any available date up to August 28th it will show that the room is $After Aug 28th the price goes up to $a night
We sent a confirmation to her with the charges detailed out and a paragraph right below that explaining that we authorized her card for the taxes ($67.22) and that the funds would return to her account in a few daysWe always authorize credit cards so that we know that they are goodWe do not receive the funds and she has access to them after a few daysThen the guest pays when they arrive for the room and taxesIn this case the balance after we gave her a $credit for the living social voucherShe obviously did not read the confirmation if she thinks we "charged her"
In her last email to us she asked we call her - we have tried three times now and her phone says she is not accepting callsLiving Social has also tried to call her with no successNeither did she respond to an email which we explained the above information, before she reopened this complaint with youWe are now asking Living social to go ahead and give her a refund as there does not appear to be any way to reconcile thisI will send a copy of her confirmation letter to you in a separate email*** ***
Consumer Response /* (4200, 18, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As usual, the company has lied and modified what they have said and writtenThe quoted email they cite (to Revdex.com) claiming that they have sent to me is NOT what they actually sent to me and I HAVE THE EMAIL PROOF OF WHAT THEY SENTClearly, they went back to modify what they had originally sent to make themselves look better here to the Revdex.com
I know what I heard- *** quoted $per night and I even wrote in in my notes and in my Google calendar the exact price and detailsRight after I noticed the discrepancy between the price over the phone and what she charged in her confirmation which was sent the next day, I wrote back immediately about it- she did not reply until after I contacted Living Social and re-opened this case with the Revdex.com
Also, I have been back and forth with them- email after email- they only respond after I reach out to Revdex.comI have the email proof of all of my attempted email contacts of that, as well
They have my address, phone number, and credit card numberI never authorized any charge on the card, and was never asked to allow any authorizationJust because they say on their confirmation that they charged my card doesn't mean that I authorized itPermission is requiredAlso, my phone number has been in the signature line of all my emails to themNever once did they reach out to me by phone as they claim
I communicated my nightmare of this experience to Living SocialFinally, Living Social agreed to refund my $
This response here on Revdex.com by Napa Inn, and *** in particular, is offensive, incorrect, and demonstrative of their business practices
I am most thankful to Revdex.com for existing, otherwise I would surely have been out my $320, in addition to having to suffer the extremely distressful situation by Napa InnIn fact, this response here is even more distressing- not only have they continued to lie but they are attempting to paint a picture of what actually transpired
Further, they have put my FULL NAME AND ADDRESS in their response, even though the Revdex.com has indicated in another place to avoid putting personally identifying information for the public to seeI ask that the Revdex.com please redact that portion of Napa Inn's response