Obertal Inn

Review: I made a reservation with the Obertal Inn on 07/29/2013 for the night of 10/02/2013. I fully intended to enjoy a night's stay at the hotel, however, as a federal employee, I was notified the morning of 10/01/2013, my leave was canceled and that I was furloughed due to the government shutdown. I called the Obertal Inn immediately to cancel my reservation due to having my leave canceled; a circumstance beyond my control. I was told by the front desk person the second time I called, that the manager, [redacted], stated that because the Inn had nothing to do with the federal government shutdown and I didn't call with proper notice, my credit card would still be charged if they could not rent the room. I have tried two (2) times to speak to Mr. [redacted] directly, but have been told that he is either unavailable, or too busy to take my call.This punitive measure to charge me a nights stay is at best intent by the Inn to harm someone innocently affected by the government shutdown, and at worst a poor business practice that has cost the Inn good will from future customers.Desired Settlement: Not to charge my credit card for a night's stay that I was forced to cancel.

Business

Response:

We are a bit miffed by Ms. [redacted]’s complaint, since we never charged her. When I called her today to ask her why she had filed a complaint, she said she had never spoken with me and that she felt she shouldn’t have to pay. We agree with her and NEVER CHARGED her credit card. Ms. [redacted] became mad at me for asking her why she had filed a complaint when a cursory check of her credit card statement would tell her that we never charged her. I spoke with Ms. [redacted] on the day of her cancellation. She says I never spoke with her. Unless I am losing my mind completely (which is possible) this complaint should have never been filed. We take customer service VERY seriously and always try to work with guests about emergency cancellations. Initially my employee did tell Ms. [redacted] that a cancelation fee would be due since she canceled on the day of arrival. That is the employee’s job. When I got in that afternoon, I called Ms. [redacted] and let her know we waived the cancelation fee because this was an uncontrollable circumstance. Ms. [redacted] told me that conversation never happened. We are sorry this got to this point. We are a legitimate business who do not nickel and dime their customers. We hope this is resolved. I tried to reply online, but the “Text” portion of the response could not be filled out. Should you have any questions, please feel free to call me. Mit freundlichen Grüßen, (with warm regards) [redacted]Inn Keeper

Consumer

Response:

Dear

I have reviewed the response made by the business in reference to complaint ID [redacted]. I very much appreciate that my credit card was never charged. However, Mr. [redacted] was incorrect in stating that he had spoken to me prior to the complaint. I have only spoken to the front desk clerk on the day I tried to cancel my reservation, and asked to speak to him, but was told he was unavailable and he never called me back. When I spoke to Mr. [redacted] the first time today, he accused me of knowing that my leave was going to be canceled due to the government shutdown and that I should have canceled my reservation not days before, but even months before. My parents and I were looking forward to visiting Leavenworth for the first time, were all packed and ready to go and we're very disappointed when I had to cancel our plans. I had to cancel four reservations that day, and The Obertal Inn was the only one that has been so unkind about it. Not only did I have to cancel my vacation, am currently working without pay, but I get a phone call in which I was lectured, my character and motives impugned, and pretty much left a pit in stomach. Mr. [redacted] could have simply reminded me of the complaint, the fact that they didn't charge my account and ask me to retract it.

Sincerely,