Resort City Inn

Review: My complaint is with the Resort City Inn, a member of the better business business bureau. The business is not adhering to the contract they presented me on April 10, 2013. I signed a contract that relieves me of any payment responsibility. The Resort City Inn is in violation of their contract and is holding me financially responsible for all rooms that are not booked for the dates of July 26 and 27, 2013 at a rate no lower than $119 per room per night for 18 rooms. ($4284)On April 10, 2013 I booked a block of rooms for my July 27, 2013 wedding. I reserved 18 rooms for the night of July 26 and 27, 2013. A call was made on May 30, confirming the rooms release date, and the release date was extended by on month. A phone log was submitted to the management. When the room block was meant to be released I was told by the same staff member who extended the release date that I would be held responsible for all rooms not booked for the above mentioned dates. I made numerous attempts to contact a manager within the first three days of the Resort City Inn contract violation and was not given a return call by any management until the end of the third business day.The contract states: The guest rooms indicated will be blocked for you upon receipt of this contract signed by you, and reviewed and signed by hotel management. Any unclaimed will be released on my room release date. . .Further, the primary holder may cancel any rooms held in their block at any time. On the release date indicated in the above contract all unclaimed rooms will be released. Finally, the cancellation clause states that the primary reservation holder can make cancellations any time prior to two (2) weeks before the date of arrival.The manager continues to violate the contract and threaten me with financial liability. I have requested that the owner contact me on several occasions and this request has gone unmet. What should be a joyous occasion has resulted in severe stress induced medical issues.Desired Settlement: I would like written documentation stating that neither I, nor my guests will be held financially responsible for unbooked rooms on the nights if July 26 and 27, 2013.

Business

Response:

I have read and understand the persons concerns. 1 cannot call the person filing the complaint a customer, because they are not a customer and have not been a customer. We have repeatedly told this person that we will not assess a fee unless we are unable to re-rent the cancelled rooms.

This person has signed a contract with us for a large block of rooms at the hotel.

The reason for a written contract, is so that no person can make changes or modify the written contract verbally or over the phone. Both parties involved would have to sit down and write a new contract and sign the new contract. This person claims she called us on the last day of cancellation and requested that the contract be changed from a two month cancellation to a 1 month cancellation. We did not agree to this, and no new contract was written, and none of the rooms were cancelled at this point. At the one month point, she called again to cancel almost all the rooms and was upset that she would be held accountable for the rooms, UNLESS we re-rent the rooms, in which case there would be no charges.

The reason for us requiring a contract for large blocks of rooms is to protect us from having vacant rooms due to a short notice cancellation. If we know we would normally rent the rooms, we have to ensure that we are not losing revenue by guaranteeing a large block of rooms. It's not punishment; it's good business sense.

At this point, we have re-rented all the 15 rooms that were late cancelled. As far as we are concerned this matter is closed. This person was told on multiple occasions that there was a high probability that we would be able to re-rent the rooms, but chose not to disclose this information in any of their ranting.