New River Retreat

Review: My wife is going into labor at 29-30 weeks. Having been to the hospital twice in the last day, it is logical to cancel my reservation at New River Retreat. While it is last minute, the need is obvious, however they would not refund my payment in full.Desired Settlement: Refund of $364.75

Business

Response:

"It was very unfortunate to hear that this guest was unable to keep his reservation with us due to his wife going into labor. The guest called us the day before his scheduled arrival date to cancel his weekend reservation. Since we know that these types of situations occur, we offer our guests Travel Insurance for the nominal cost of 7% of their stay – the guest chose to decline this insurance. Per the rental agreement between the guest, and us, that we have all our guests sign - our cancellation policy clearly states that we can only refund fees such as the damage deposit fee and cleaning fee in the event of a cancellation within 30 days of arrival (with insurance, he would have received a full refund). We refunded these fees to the guest immediately upon cancellation. As a property management company, we have to look out for the best interest of both our guests and the owners of the properties we rent, which is why we have these policies in our rental agreement in place. There was not enough notice of cancellation given for us to be able to re-rent the property. "