River City Resorts

In the vacation industry, damages are never something that people plan for, however we do have them occur from time to time and mostly by accidentIn the case of the shower door, we feel the damage was by accidental means and as a result have worked as quickly as we could to get the proper quotes and repairs required to file a claim under the accidental damage insurance that this guest had purchasedIn most cases, accidental damages are reported to us at check out, which allows for a quicker turn around in repairing/replacing the items in questionWith the accidental damage not being reported upon departure, this created lag time in finding the damaged doorThe particular owner of this condo has done some recent updates to the unit, with the bathroom being one of them and therefore was very involved in the replacement processWith the nature of the damage, we could not repair the damages with our maintenance, but instead had to have the owner schedule for the glass company to come out for an expert opinion, wait for an estimate, wait for the owner to pass along the price quote, then ask for a "written estimate" so we could have the proper invoice format for submitting a claim, submit the claim (6/29/16) and wait for a response from the insurance company (7/11/16)As we were submitting this response, a check from the insurance company has come in for this case today (7/11/16) and we are relieved to inform the guest that the entire cost of damages has been covered ($300.00)We have refunded the guest's $security deposit today as we no longer need to hold funds for the damages since the full cost has been coveredThe remaining $in question by the guest is: A $purchase of the accidental damage insuranceSince this is a purchase of a service, and one that was utilized, we have no funds to return and certain rules strictly prohibit us from "purchasing" these plans for the guests$non-refundable booking fee that is standard for any reservationThese are both clearly explained every time a reservation is made as there are different deposit options a guest can choose from Upon the receipt of the check we have called the guest (7/11/16), as promised, and informed them that their $refundable portion is being refunded today & that it usually takes anywhere from 3-business days before the bank will show a credit in their accountFrom the point at which we process a refund, the money is immediately transferred out of our account and goes to the card holder's bank/credit card company and they will place it to the correct account according to their own policiesWhile this issue has been resolved in the moment, as a business we do feel like we still need to submit our policies pertaining to damages that we have each guest sign (including this reservation holder)As a business we try our hardest to satisfy both our owners and our guests and want to be open with our policies and what is expectedIncluded in the attachment is our policies and the highlighted areas will show the standards specifically related to deposits and damagesWe sincerely hope that this issue has been resolved for both parties, as we have done everything in our power to help facilitate the insurance claim and return of the reservation holder's refundable deposit portion of $

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
Regards,
*** ***

In the vacation industry, damages are never something that people plan for, however we do have them occur from time to time and mostly by accident. In the case of the shower door, we feel the damage was by accidental means and as a result have worked as quickly as we could to get the proper quotes...

and repairs required to file a claim under the accidental damage insurance that this guest had purchased. In most cases, accidental damages are reported to us at check out, which allows for a quicker turn around in repairing/replacing the items in question. With the accidental damage not being reported upon departure, this created lag time in finding the damaged door. The particular owner of this condo has done some recent updates to the unit, with the bathroom being one of them and therefore was very involved in the replacement process. With the nature of the damage, we could not repair the damages with our maintenance, but instead  had to have the owner schedule for the glass company to come out for an expert opinion, wait for an estimate, wait for the owner to pass along the price quote, then ask for a "written estimate" so we could have the proper invoice format for submitting a claim, submit the claim (6/29/16) and wait for a response from the insurance company (7/11/16). As we were submitting this response, a check from the insurance company has come in for this case today (7/11/16) and we are relieved to inform the guest that the entire cost of damages has been covered ($300.00). We have refunded the guest's $200.00 security deposit today as we no longer need to hold funds for the damages since the full cost has been covered. The remaining $54.00 in question by the guest is: 1. A $39.00 purchase of the accidental damage insurance. Since this is a purchase of a service, and one that was utilized, we have no funds to return and certain rules strictly prohibit us from "purchasing" these plans for the guests. 2. $15.00 non-refundable booking fee that is standard for any reservation. These are both clearly explained every time a reservation is made as there are 2 different deposit options a guest can choose from.  Upon the receipt of the check we have called the guest (7/11/16), as promised, and informed them  that their $200.00 refundable portion is being refunded today & that it usually takes anywhere from 3-5 business days before the bank will show a credit in their account. From the point at which we process a refund, the money is immediately transferred out of our account and goes to the card holder's bank/credit card company and they will place it to the correct account according to their own policies. While this issue has been resolved in the moment, as a business we do feel like we still need to submit our policies pertaining to damages that we have each guest sign (including this reservation holder). As a business we try our hardest to satisfy both our owners and our guests and want to be open with our policies and what is expected. Included in the attachment is our policies and the highlighted areas will show the standards specifically related to deposits and damages. We sincerely hope that this issue has been resolved for both parties, as we have done everything in our power to help facilitate the insurance claim and return of the reservation holder's refundable deposit portion of $200.00.