NB Leasing & Resorts

Let’s review the facts of this matter This guest indeed made a reservation months in advance They made the reservation themselves online Through the online system, they entered a contact phone number and email address At the time they made the reservation they also paid a $reservation deposit on a credit card that they provided Before a guest can confirm a reservation, the system requires that the guest has read and agreed to the Rental Terms and Conditions and they must click the box that they have read and understood the policyWe then have a copy of their acknowledgement of their understanding and agreement on record In the policy to which the guest agrees, it clearly states that the balance of the reservation must be paid in full weeks prior to the arrival date of the reservation It further states that the reservation balance will be charged to the credit card on record provided by the guest It also states that if the balance is not paid in advance as stated in the policy, the reservation can be cancelled without any further refunds When we applied the balance of the payment for this guest’s reservation to the credit card that he provided, we discovered that his card expired and was no longer valid We then attempted to call this guest and email him numerous times for up to a week prior to his reservation, using the contact information that he provided We never got any return response from this guest, through our email or phone attempts Without a valid credit card, and no response or acknowledgements from this guest, indicated to us that they were a No Show, and we then cancelled the reservation as per the policy agreement The guest finally called us a few days prior to his arrival, but by then we had already canceled their reservation and booked someone else in the time slotAt that point, the guest also told our operator that he did see some email from us earlier, but that he didn’t open them or read them So we know the guest saw our emails, but failed to respond to usHowever, we worked with this guest and rebooked them for another stay at the next available time slot for the same unit they originally reserved They stayed with us August 7-Their stay was at the rates for this unit for the time they stayed, so there are no dollar amounts in disputeIn summary: We value all of our guests, and did what we could to work with this guest We hope they had a good vacation, even though it was on a different date then they originally planned We have a policy in place that we have to adhere to for the good of both the guest and the condo owners that we represent Guests must accept some responsibility of their own and pay attention to the reservation policies and respond back to us when we are reaching out to them to communicate with them about their reservation

Re: Complaint #*** - *** *** Respondent: NB Leasing& Resorts This customer’s request to cancel their reservation has already been completed by our office according to our written cancellation policy and our operating procedures. The customer’s refund has also
accordingly been credited to their credit card account. See the attached notification (Attachment A) which shows that the refund has been made to the customer’s account Our process to issue a reservation cancellation to a customer when they call to cancel is that we must first enter the refund request into our system which is then submitted to the credit card company for processing and the credit card company credits the refund to the customer’s credit card accountWe do not control the credit card company’s process or the time frame for which the actual credit card refund is madeTypically, the credit processing can take about hours to complete, and that was a general statement that was conveyed to this customer on the phone. However, since we do not control that time frame for processing a credit, we do not and cannot have any written, verbal, or any other type agreement with any customer, specifying an absolute time when a refund credit will be completedThe process could take longer than what is typical, and unfortunately, that was the case in this incident. If a customer heard in a phone conversation that hours is the time frame, then they had unfortunately misunderstood our explanation of the process, because we do not and cannot make such an absolute promise Regarding the cancellation fee of $75, the customer is made aware in writing of the cancellation policy when they make their reservation, and they are required to acknowledge that they have read and agreed to the policy at the time they make the reservation. The policy clearly states that there will be a $cancellation fee, so this should not be a surprise to any customer On Attachment B is our stated cancellation policy from the Terms and Conditions, which is presented to a customer before they can complete their reservation. Attachment C shows where a customer must check to acknowledge that they have read and accepted the Terms and Conditions, before they can complete the reservation. In this manner, this customer was aware of the cancellation policy and the $cancellation fee As indicated in the complaint, the customer did indeed talk to ***, who is the company’s administrator and supervisor of the reservation system. She attempted to explain to this customer the cancellation process and that the cancellation/refund was in process, as well as that the $cancellation fee would still apply as per the policy Evidently and unfortunately, all of her attempts to reasonably explain things to this customer was deemed unacceptable by the customer We acted in good faith to refund this customer’s reservation according to our written cancellation policy and our operating procedures. The refund has been completed as per policy, therefore, we do not feel compelled or required to make any exceptions or deviations from the policy by awarding any additional refund to this customer We apologize for any misunderstandings of our verbal communications with the customer, however, we consider this matter now completed and closed *** *** Broker Associate/Property Manager New Braunfels Leasing & Property Management, LLC *** * *** *** *** *** ** *** ***@nbleasing.com , ***-phone, ***-fax websites: www.NBLeasing.com and www.NewBraunfelsResorts.com Licensed Texas Real Estate Broker, #

***: Below is my original response to complaint #***. Please note from the dates, that I did respond to the Revdex.com request within the originally prescribed time frame. However, we have subsequently had further communication with this customer. In that process we
readdressed and hence have refunded an additional $to the customer as it relates to some of the items named in their complaint. The customer accepted the concession, and the matter has now been resolved. The customer may still be disappointed in that they demanded their entire deposit be returned. However, despite what they might say, expect or demand, the facts do not warrant a full refund, and our reconsideration and concessions in this matter is a fair reconciliation for both the tenant (the customer) and the property owner (our client) Hence, this matter has been resolved *** *** Broker Associate/Property Manager "Making Your Property Expectations...Our Service Standards" New Braunfels Leasing & Property Management, LLC B Main Plaza New Braunels, TX *** , ***-phone, ***-fax websites: www.NBLeasing.com and www.NewBraunfelsResorts.com Licensed Texas Real Estate Broker, #*** From: *** *** Sent: Saturday, August 08, 4:PM To: [email protected] Subject: Business Response-Re: Complaint # *** We can understand that this tenant is disappointed about what was withheld from their security deposit on the property that they rentedHowever, from our information on the property, and from the facts and evidence that we have from our move-out inspection, we have done our diligence and can not find where we should return any additional funds to the tenant. The facts, information and evidence that we have in hand, are the facts we have to make a decision, and even though the tenant disagrees, we feel we were fair in the process and do not feel compelled to return any additional funds We have already reached out to this tenant by email and presented pictures from our move-out inspection about the items they are questioningThough we strive to be fair to tenants, at the end of the day we must go with the facts. As a licensed real estate property management company, we have followed our fiduciary responsibility of the property to the property owner, as well as with the terms of the lease and Texas Property CodeWe have reviewed all of the information in our files about the property when the tenants first moved-in, and considered things like normal-wear-and tear as stated in the leaseIn that process we have made every attempt to be fair by evaluating all of the information that we have available The facts and information that we have in hand, still remain the facts and the basis for which we made our decision. Unless the tenant has factual documentary information to present to the contrary, we must remain with our decision *** *** Broker Associate/Property Manager "Making Your Property Expectations...Our Service Standards" New Braunfels Leasing & Property Management, LLC B Main Plaza New Braunels, TX *** , ***-phone, ***-fax websites: www.NBLeasing.com and www.NewBraunfelsResorts.com Licensed Texas Real Estate Broker, #***

Let’s review the facts of this matter.  This guest indeed made a reservation 6 months in advance.  They made the reservation themselves online.  Through the online system, they entered a contact phone number and email address.   At the time they made the reservation they...

also paid a $250 reservation deposit on a credit card that they provided.  Before a guest can confirm a reservation, the system requires that the guest has read and agreed to the Rental Terms and Conditions and they must click the box that they have read and understood the policy. We then have a copy of their acknowledgement of their understanding and agreement on record.  In the policy to which the guest agrees, it clearly states that the balance of the reservation must be paid in full 2 weeks prior to the arrival date of the reservation.  It further states that the reservation balance will be charged to the credit card on record provided by the guest.  It also states that if the balance is not paid in advance as stated in the policy, the reservation can be cancelled without any further refunds.    When we applied the balance of the payment for this guest’s reservation to the credit card that he provided, we discovered that his card expired and was no longer valid.  We then attempted to call this guest and email him numerous times for up to a week prior to his reservation, using the contact information that he provided.  We never got any return response from this guest, through our email or phone attempts.   Without a valid credit card, and no response or acknowledgements from this guest, indicated to us that they were a No Show, and we then cancelled the reservation as per the policy agreement.    The guest finally called us a few days prior to his arrival, but by then we had already canceled their reservation and booked someone else in the time slot. At that point, the guest also told our operator that he did see some email from us earlier, but that he didn’t open them or read them.  So we know the guest saw our emails, but failed to respond to us. However, we worked with this guest and rebooked them for another stay at the next available time slot for the same unit they originally reserved.  They stayed with us August 7-10. Their stay was at the normal rates for this unit for the time they stayed, so there are no dollar amounts in dispute. In summary: We value all of our guests, and did what we could to work with this guest.  We hope they had a good vacation, even though it was on a different date then they originally planned.  We have a policy in place that we have to adhere to for the good of both the guest and the condo owners that we represent.  Guests must accept some responsibility of their own and pay attention to the reservation policies and respond back to us when we are reaching out to them to communicate with them about their reservation.