Natural Retreats

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [ We were aware of the Policies and were informed at the time , All the information it's a recap of what I have explainedPolicies are in every company however the Money was received and if it's not used a refund should be madeWhen Reservation was made this Policy was never explained to us and I have record of the emailsWe are requesting if not all Partial refund of rent money since we are not going to travelThe situation was out of our hands and we did try to stick the their "Policies" , In many Hotel /Tourism Industries have this kind of policies however there should be an accommodation different to satisfy the customer and not simply pocketing the money for a service that will not be providedI can provide all legal documents to prove my identity so the money can be refunded to either my account or my debit cardit has been very unpleasant trying to make it and not being able to lack of work and othersIt's sad the service they are providing when they do not give customers another option Regards, [redacted]

We received Complaint #*** regarding Mr*** reservation with Natural RetreatsNatural Retreats is a nationwide vacation rental company that operates vacation rental homes in the Great Smoky Mountains (the reference below to AMR is our local brand in Tennessee) Mrand Ms***
made a reservation at a home in the Smoky Mountains. My colleague Blair R*** has provided a narrative of the *** reservation belowIn April 2015, Mrand Ms*** wished to cancel a reservation and get a refund However they purchased the vacation with a gift card that was purchased at a third party storeUnder our policies, we must provide a refund to the original form of payment and cannot refund to a gift cardTherefore, at the *** request in April 2016, we rescheduled the reservation for a later timeThe cancellation policy was explained to them and we reiterated we cannot provide a refund since we do not have the original form of paymentWe believe we acted appropriately and within our policies by allowing them to reschedule their trip. In addition to acting within our policies, we believe this complaint may already be moot since the *** rescheduled their trip to November 18-20, There is no mention of that in their complaint We tried numerous times to speak with them to confirm their upcoming stay for November 18- However, they have not returned our calls We fully plan on honoring their vacation and hope they have a wonderful time. If you have any questions about this response, please feel free to contact me.Jeannie S***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[ We were aware of the Policies and were informed at the time , All the information it's a recap of what I have explainedPolicies are in every company however the Money was received and if it's not used a refund should be madeWhen Reservation was made this Policy was never explained to us and I have record of the emailsWe are requesting if not all Partial refund of rent money since we are not going to travelThe situation was out of our hands and we did try to stick the their "Policies", In many Hotel /Tourism Industries have this kind of policies however there should be an accommodation different to satisfy the customer and not simply pocketing the money for a service that will not be providedI can provide all legal documents to prove my identity so the money can be refunded to either my account or my debit card. it has been very unpleasant trying to make it and not being able to lack of work and othersIt's sad the service they are providing when they do not give customers another option
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[ We were aware of the Policies and were informed at the time , All the information it's a recap of what I have explainedPolicies are in every company however the Money was received and if it's not used a refund should be madeWhen Reservation was made this Policy was never explained to us and I have record of the emailsWe are requesting if not all Partial refund of rent money since we are not going to travelThe situation was out of our hands and we did try to stick the their "Policies", In many Hotel /Tourism Industries have this kind of policies however there should be an accommodation different to satisfy the customer and not simply pocketing the money for a service that will not be providedI can provide all legal documents to prove my identity so the money can be refunded to either my account or my debit card. it has been very unpleasant trying to make it and not being able to lack of work and othersIt's sad the service they are providing when they do not give customers another option
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[ We were aware of the Policies and were informed at the time , All the information it's a recap of what I have explained. Policies are in every company however the Money was received and if it's not used a refund should be made. When Reservation was made this Policy was never explained to us and I have record of the emails. We are requesting if not all Partial refund of rent money since we are not going to travel. The situation was out of our hands and we did try to stick the their "Policies" ,  In many Hotel /Tourism Industries have this kind of policies however there should be an accommodation different to satisfy the customer and not simply pocketing the money for a service that will not be provided. I can provide all legal documents to prove my identity  so the money can be refunded to either my account or my debit card. it has been very unpleasant trying to make it and not being able to lack of work and others. It's sad the service they are providing when they do not give customers another option.
Regards,
[redacted]

We received Complaint #[redacted] regarding Mr. [redacted] reservation with Natural Retreats. Natural Retreats is a nationwide vacation rental company that operates vacation rental homes in the Great Smoky Mountains (the reference below to AMR is our local brand in Tennessee).  Mr. and Ms. [redacted]...

made a reservation at a home in the Smoky Mountains. My colleague Blair R[redacted] has provided a narrative of the [redacted] reservation below. In April 2015, Mr. and Ms. [redacted] wished to cancel a reservation and get a refund.  However they purchased the vacation with a gift card that was purchased at a third party store. Under our policies, we must provide a refund to the original form of payment and cannot refund to a gift card. Therefore, at the [redacted] request in April 2016, we rescheduled the reservation for a later time. The cancellation policy was explained to them and we reiterated we cannot provide a refund since we do not have the original form of payment. We believe we acted appropriately and within our policies by allowing them to reschedule their trip. In addition to acting within our policies,  we believe this complaint may already be moot since the [redacted] rescheduled their trip to November 18-20, 2016. There is no mention of that in their complaint.  We tried numerous times to speak with them to confirm their upcoming stay for November 18-20.  However, they have not returned our calls.  We fully plan on honoring their vacation and hope they have a wonderful time. If you have any questions about this response, please feel free to contact me.Jeannie S[redacted]