onPeak, LLC

onPeak has had a chance to review the issue and we are in agreement that the [redacted] Chicago Rooms were canceled and that no cancellation fees should have been owed for the reservation Therefore we will be issuing a full credit to the customer We are also addressing the unresponsiveness that has been noted by the customer

A refund was processed this week, your payment should be received within the week

It is unfortunate the matter was unable to be resolved at the first point of contact, however we do feel the matter has now been resolved

onPeek is continuing to investigate the issue, however we are going ahead and authorizing a refund due to the amount of time that has already lapsed It should be noted that the hotel charged the customer, so onPeak cannot refund the card, therefore a check will be issued within the next two weeks

It is our understanding this issue has been resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** We are in the process of getting our refund *** reached out to me and asked for our mailing address so that she could send us a check for the full amount We are now awaiting for the check
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: unfortunately, they are trying to offer too little too late, but not making an actual attempt to help satisfy usOnly after I filed this Revdex.com complaint, and
conveniently for them only after they claim to have returned their room inventory back over to the hotels - only AFTER these things, they have now finally agreed to allow us a refund, but not an exchange, which is what we asked forThe whole point of us wanting to cancel in the first place was to re-book into a closer room, and closer rooms have come up often in the time since I first asked them about a refund (the DAY I booked, which was over a month ago)If they had allowed us to refund when we initially asked for it or any number of times in between, we would have been able to make arrangements to our satisfaction, either through their inventory or through our own means (other people had booked closer rooms through OnPeak that they were willing to offer us, but we couldn't accept because onPeak wouldn't allow us to cancel ours)The only time they have said yes to us is when there's been NOTHING else for us to switch toNaturally now that they say that we CAN cancel, no closer rooms are available as we are so late in the game, and they claim to have zero inventoryOnPEak gave the rooms back to the hotels JUST before offering to let us cancel -despite the fact they have known for months that I've wanted to cancel and rebook, and even though I had an outstanding complaint begging them to let me cancel because there were other rooms available in their inventory that would be closer for me)Why didn't they allow us to cancel right before they gave the rooms back? Why didn't they offer one to us first? And they can't even work with a single hotel in San Diego now to secure us one of the leftover rooms they gave back?? They had thousands of rooms at the start and contracts with tons of hotels, and all this time and they held our money hostage and are still leaving us no choice but to stay somewhere we never wanted to stay in the first place, because the remaining rooms are now back with the hotels, and it's too late in the game to find anything else now that isn't insanely expensiveAnd OnPeak won't help us at all to negotiate or contract a new room for us based on the extreme inconvenience and duress they have caused us. So no, it is not resolvedThey got what they wanted which is to screw me out of my money and trap me in a hotel I never wantedThey never wanted to help me any time while they had a chance too -- only now they make a show as if to help when they know it[s too late and I naturally won't want to cancel because I have nowhere else to stay at this pointIt's like a cruel jokeI honestly think they've done things this way because it's literally fun for them to treat people this way or because they simply decided a long time ago that they were never going to help me despite all their poor handlings.Sincerely,
-L

The *** tracking number is *** It appears to have been delivered last Wednesday

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

onPeak has reached out to the customer and feels the matter is now resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I am accepting this because they
did find me a hotel, however, this hotel isn't nearly as close as the other two were, and I am hoping that since I was waitlisted for both of those hotels I receive a waitlist notification I actually now wish that I would have not accepted the hotel's that they offered because each offer made was closer, however, the fact that I didn't push any further is my responsibility not OnPeaks.
Sincerely,
*** ***

onPeak has had a chance to review the issue and we are in agreement that the [redacted] Chicago Rooms were canceled and that no cancellation fees should have been owed for the reservation.  Therefore we will be issuing a full credit to the customer.  We are also addressing the...

unresponsiveness that has been noted by the customer.

The refund which was promised is being processed and you should receive the funds shortly.

Hotel availability is an inherent limitation for such sought after events and in this case a move to a closer hotel could not be accommodated. Your room was fulfilled at the property for which you originally booked.

A refund was processed this week, your payment should be received within the week.

It is unfortunate the matter was unable to be resolved at the first point of contact, however we do feel the matter has now been resolved.

onPeek is continuing to investigate the issue, however we are going ahead and authorizing a refund due to the amount of time that has already lapsed.  It should be noted that the hotel charged the customer, so onPeak cannot refund the card, therefore a check will be issued within the next...

two weeks.