Reserve Direct

I reserved a [redacted] package deal through Reserve Direct with [redacted] Inn supposedly reserved as the hotel choice on the weekend of Dec 11- However, when I arrived, I was told by the [redacted] desk clerk that they didn't reserve a room for me and my guest because Reserve Direct never sent them a fax a few weeks ago when I made the reservation online To make matters worse, they were all booked up for the weekend as most of the other hotels in the area A fax? Who still uses faxes as a basic form of communication these days? Why not an e-mail? I received an e-mail confirmation and e-tickets from Reserve Direct, so why didn't [redacted] receive the same? In any case, [redacted] got on the phone with Reserve Direct and after a bit of back-and-forth finger pointing, my reservation was changed to Quality Inn down the street However, the price of the [redacted] was $less per night, and the quality of the hotel wasn't quite up to the quality of [redacted] which I prepaid for and thought I was getting The [redacted] was okay, but I ended up feeling that I didn't get what I paid for and expected To be partially fair, [redacted] said that Reserve Direct is usually a good company to go through and there is rarely an issue such as this But as a consumer, I don't care whose fault it is; all I know is that I arrived without a reservation/room that I prepaid for on a busy weekend and didn't get a refund on the price difference

At the time of purchase, the guest ordered a ticket type that was only being offered for a limited time through June 30th, per our contract with the supplier, to attend SeaWorld for dates in JulyBy booking this reservation, he locked in the special ticketed price, was given his tickets and a
cancelation policy of July 21stWhen he contacted us on 7/16, we advised him that he could cancel the reservation to receive a full refund, but this would cancel the reservation entirely and any rates locked in would be lostOn 7/19, the guest requested to cancel and a full refund has already been issued back to his original form of payment

At the time of purchase, the guest ordered a ticket type that was only being offered for a limited time through June 30th, per our contract with the supplier, to attend SeaWorld for dates in JulyBy booking this reservation, he locked in the special ticketed price, was given his tickets and a
cancelation policy of July 21stWhen he contacted us on 7/16, we advised him that he could cancel the reservation to receive a full refund, but this would cancel the reservation entirely and any rates locked in would be lostOn 7/19, the guest requested to cancel and a full refund has already been issued back to his original form of payment

Contact Name and Title: *** ***, President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@reservedirect.com
Please understand reservation policies are set by the products we sell In this case, the hotel enforces a day cancellation The guest made reservations inside this time frame,
was advised at the time of reservation as well noting it in their confirmation
Despite the policy, we still will make an attempt on behalf of the customer to contact the hotel to advocate for a compromise to the policy, however, the hotel did not allow it
Had we canceled the reservation, our company would have had to eat the cost of the stay on behalf of the guest
It is unfortunate It's our goal to provide reservation services that make the most of vacations, including saving money with better prices and offering the best possible policies
We'd be happy to assist the guest in any way possible, however we are unable to take on costs as a facilitator

Complaint: [redacted]
I am rejecting this response because:
I was forced to cancel entire order which I already understood as my only optionI did not want to cancel entire order only ticket, I have since cancelled entire order and purchased tickets through another website with a clearly detailed cancellation policyI will never use reserve direct for any future purchases and will be sure to spread the word regarding their cancellation policy throughout the Internet so others are aware and do not make the mistake I have made by using them
Sincerely,
[redacted]

Contact Name and Title: [redacted], President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@reservedirect.com
Please understand reservation policies are set by the products we sell. In this case, the hotel enforces a 3 day cancellation. The guest made reservations inside this time frame,...

was advised at the time of reservation as well noting it in their confirmation.
Despite the policy, we still will make an attempt on behalf of the customer to contact the hotel to advocate for a compromise to the policy, however, the hotel did not allow it.
Had we canceled the reservation, our company would have had to eat the cost of the stay on behalf of the guest.
It is unfortunate. It's our goal to provide reservation services that make the most of vacations, including saving money with better prices and offering the best possible policies.
We'd be happy to assist the guest in any way possible, however we are unable to take on costs as a facilitator.

Complaint: [redacted]
I am rejecting this response because:
I was forced to cancel entire order which I already understood as my only option. I did not want to cancel entire order only 1 ticket, I have since cancelled entire order and purchased tickets through another website with a clearly detailed cancellation policy. I will never use reserve direct for any future purchases and will be sure to spread the word regarding their cancellation policy throughout the Internet so others are aware and do not make the mistake I have made by using them.
Sincerely,
[redacted]

I reserved a [redacted] package deal through Reserve Direct with [redacted] Inn supposedly reserved as the hotel choice on the weekend of Dec 11-13 2015. However, when I arrived, I was told by the [redacted] desk clerk that they didn't reserve a room for me and my guest because Reserve Direct never sent them a fax a few weeks ago when I made the reservation online. To make matters worse, they were all booked up for the weekend as most of the other hotels in the area.

A fax? Who still uses faxes as a basic form of communication these days? Why not an e-mail? I received an e-mail confirmation and e-tickets from Reserve Direct, so why didn't [redacted] receive the same? In any case, [redacted] got on the phone with Reserve Direct and after a bit of back-and-forth finger pointing, my reservation was changed to Quality Inn down the street. However, the price of the [redacted] was $20 less per night, and the quality of the hotel wasn't quite up to the quality of [redacted] which I prepaid for and thought I was getting. The [redacted] was okay, but I ended up feeling that I didn't get what I paid for and expected.

To be partially fair, [redacted] said that Reserve Direct is usually a good company to go through and there is rarely an issue such as this. But as a consumer, I don't care whose fault it is; all I know is that I arrived without a reservation/room that I prepaid for on a busy weekend and didn't get a refund on the price difference.