Sea Side Oceanfront Inn and Restaurant

Response to complaint by [redacted] regarding a business interaction with the Seaside Oceanfront Inn The guest booked a room through a third party website (Expedia) for the night of February 26th The guest booked his stay though Expedia on Feb10, 2017, and immediately received a confirmation letter (See below - Exhibit 2) The confirmation letter clearly states our policies for cancellation We can not cancel a reservation made through a third partyWe inform any guest who phones us that they MUST contact their booking agent to cancel, and that this must be done no later than days prior to date of arrival to waive any cancellation fee It is our policy to make notes on a guest's folio, whenever there is any correspondence, such as phone call or email There are no records of any phone call from the guest, until 2/24/Just two days prior to his stay date I, as the owner, placed two return phone calls on the morning of the 24th, to the guest, who neither picked up his phone, or had a voicemail set up to take my callI also phoned him in the evening, trying to reach him, and once again could not 5+ Hours after my first phone calls to the guest, the guest called and talked to my front desk agent, who tried to explain our cancellation policy, and that it was still not cancelled in Expedia, therefore we still held is reservation and had subsequently charged his card, as is our policy The guest said he had cancelled with Expedia, and phoned us, informing us of his need to cancel, but since we had no evidence of either, as there is no record of his phone call to us, and no cancellation done on Expedia, we informed the guest that we could not refund himExpedia charges us for his reservation - we have to charge him I called Expedia, in an attempt to resolve the issue for the guest They informed me that the guest had a NON-REFUNDABLE reservation, so regardless of whether or not the guest had cancelled online, he would not be entitled to a refundThis is the policythrough Expedia, which the guest agreed to upon booking this hotel stay(Please see attachment of guest's itinerary which he received via email from Expedia) I called and spoke to the guest today, 3/9/17, regarding his confusionHe acknowledged that the error was with himself and with Expedia, then I received this email an hour after I spoke with him, feeling like things were worked outPlease notice threats to my business.(See below - Exhibit 1) It is clear with all of the evidence that I have presented, that his grievance is with Expedia and their policies, and is misdirected at my business He feels that he needs to blackmail us into giving him money back which he is not owed, due to his own error in booking, through a third party booking agent It is my desire that this complaint be officially and immediately removed from record for the Seaside Oceanfront Inn Sincerely, Sadie M [redacted] ____________________________________EXHIBIT 1_________________________________ [redacted] < [redacted] @yahoo.com> 11:AM (minutes ago) tome This email is for the owner I do not have the time or patience to waste hours, which I could be spending with my family, on the phone with Expedia to resolve this issueI canceled with plenty of time, both with your hotel and with Expedia, right after I hit submit and realized my dates had been changedI'm going to have to play hard ballWhether you refund me is neither here nor there at this point, but if you're not willing to help me, my Revdex.com complaint will stay just as it isLosing $is nothing to you, but to me, it's a whole lot of diapers, any number of my bills, food, gas, etcI'm not going to stand idly by and get screwed for trying to treat my wife to a relaxing night out after raising our daughter, alone, while I was gone serving our country for almost a yearFor someone who is supposedly family oriented, you should understand So, either help me with my situation, lose a small amount of money to you, to make a HUGE impact for someone else's family, or lose much more than that with potential business down the drain, the choice is yoursI'm sorry it's come to this, but you've left me no other choiceI hardly have time in the day to feed myself, let alone spend time with my young family and certainly not WASTE hours on the phone with your business, or some corporation who could absolutely care lessConsider your options, you have my contact information [redacted] _____________________________________ EXHIBIT ______________________________ Seaside Oceanfront Inn Beach Drive Seaside, OR Phone 503-738-www.TheSeasideInn.com www.MaggiesOnTheProm.com Arrival Date: Sunday, February Departure Date: Monday, February Room Type: Oceanfront Suite - 3rd Floor - Beds Nights: @ $per night plus tax Total: $Check in time: 4:PM Check out time: 12:PM Dear ***, Thank you for your reservation! We are delighted to welcome you as our guest on Sunday, February Seaside is a great place to work, play or just relax and take in the viewWe are confident that your stay with us will fit perfectly with your getaway plans, whatever they may beWe are always happy to recommend one of the many fun activities or places to visit to enhance your stay here in SeasideSeaside Oceanfront Inn is located right on the Promenade, just two blocks south of Seaside's famous turn-around and fun shops! Our restaurant, Maggie's On The Prom, is located on our first floorWe serve the very best of Northwest cuisine for breakfast, lunch, happy hour and dinner Wednesday to Sunday Your deposit of one night stay plus tax will be charged days prior to your stayThe remaining balance will be due upon check inIf you booked through our website, you have already been charged your depositWe have a day cancellation policyYou must cancel days prior to your arrival date, otherwise the deposit is non-refundable Only specific rooms are pet friendlyIf you are bringing a pet, and you are not sure if you booked a pet friendly room, please call us at your earliest convenienceBringing an unauthorized pet into a non-pet friendly room will result in extra feesIf the debit/credit card used to book your room is different than the name on your reservation, the person owning the card must be in attendance with a photo ID Keep in mind that we are a completely smoke free (including recreational and medical marijuana) propertyAny violation of this policy may result in additional feesIf you have any questions, please call us at 503-738-Once again, thank you for your business and we are confident you will enjoy your stay with usWarmest regards, Your friends at the Seaside Oceanfront Inn -- The Seaside Oceanfront Inn Maggie's On The Prom 503-738-www.thesesideinn.com Beachside Inn www.beachsideinn-seaside.com

[redacted] has been given the refund he requested of He was contacted about this refundIf you have any questions, please feel free to call us at 503.738.6403Thank you

Complaint: [redacted] I am rejecting this response because:As claimed, I DID NOT receive any calls from the owner, I had to agressively pursue them to get any sort of informationAt the time, I was moving back to California, where I am currenrly stationed, and had crystal clear reception the entie way downI hadd no missed callsThe only person I spoke to at the Seaside Oceanfront inn up until yesterday was desk clerks who couldn't give me any informationI had canceled my reservation both with the hotel and expedia, and told I was taken care of on both ends, and no further action was required from meThe day I was charged for the room I WAS NOT going to be staying in (which was made abundantly clear on multiple occasions to multiple parties) I again called the Inn and ExpediaThe customer service representatives at Expedia informed me that everything was being done to get the situation sorted out, and that the Seaside Oceanfront Inn was being completely uncooperative and would be removed from their listingsNothing was said about the hotel being charged by themMy question is, why was I charged for a service I was not going to receive, three days in advance to a canceled reservation? Why is the hotel owner not trying to work something out in which they keep the percentage taken by Expedia, and refund me what is not rightfully theirs? Why was I not assisted in correcting the situation by either party, and instead assured that everything was right and that I did not need to pursue any further action on the matter? Sincerely, [redacted] ***

[redacted] has been given the refund he requested of 390.88. He was contacted about this refund. If you have any questions, please feel free to call us at 503.738.6403Thank you.

Response to complaint by [redacted] regarding a business interaction with the Seaside Oceanfront Inn.   The guest booked a room through a third party website (Expedia) for the night of February 26th 2017. The guest booked his stay though Expedia on Feb. 10, 2017, and immediately received a...

confirmation letter (See below - Exhibit 2)   The confirmation letter clearly states our policies for cancellation.   We can not cancel a reservation made through a third party. We inform any guest who phones us that they MUST contact their booking agent to cancel, and that this must be done no later than 6 days prior to date of arrival to waive any cancellation fee.   It is our policy to make notes on a guest's folio, whenever there is any correspondence, such as phone call or email.  There are no records of any phone call from the guest, until 2/24/17. Just two days prior to his stay date.   I, as the owner, placed two return phone calls on the morning of the 24th, to the guest, who neither picked up his phone, or had a voicemail set up to take my call. I also phoned him in the evening, trying to reach him, and once again could not.   5+ Hours after my first phone calls to the guest, the guest called and talked to my front desk agent, who tried to explain our cancellation policy, and that it was still not cancelled in Expedia, therefore we still held is reservation and had subsequently charged his card, as is our policy.   The guest said he had cancelled with Expedia, and phoned us, informing us of his need to cancel, but since we had no evidence of either, as there is no record of his phone call to us, and no cancellation done on Expedia, we informed the guest that we could not refund him. Expedia charges us for his reservation - we have to charge him.    I called Expedia, in an attempt to resolve the issue for the guest.  They informed me that the guest had a NON-REFUNDABLE reservation, so regardless of whether or not the guest had cancelled online, he would not be entitled to a refund. This is the policy. through Expedia, which the guest agreed to upon booking this hotel stay. (Please see attachment of guest's itinerary which he received via email from Expedia).   I called and spoke to the guest today, 3/9/17, regarding his confusion. He acknowledged that the error was with himself and with Expedia, then I received this email an hour after I spoke with him, feeling like things were worked out. Please notice threats to my business.(See below - Exhibit 1)   It is clear with all of the evidence that I have presented, that his grievance is with Expedia and their policies, and is misdirected at my business.  He feels that he needs to blackmail us into giving him money back which he is not owed, due to his own error in booking, through a third party booking agent.   It is my desire that this complaint be officially and immediately removed from record for the Seaside Oceanfront Inn.   Sincerely, Sadie M[redacted]     ____________________________________EXHIBIT 1_________________________________ [redacted]<[redacted]@yahoo.com> 11:09 AM (44 minutes ago) tome This email is for the owner.                I do not have the time or patience to waste hours, which I could be spending with my family, on the phone with Expedia to resolve this issue. I canceled with plenty of time, both with your hotel and with Expedia, right after I hit submit and realized my dates had been changed. I'm going to have to play hard ball. Whether you refund me is neither here nor there at this point, but if you're not willing to help me, my Revdex.com complaint will stay just as it is. Losing $191.38 is nothing to you, but to me, it's a whole lot of diapers, any number of my bills, food, gas, etc. I'm not going to stand idly by and get screwed for trying to treat my wife to a relaxing night out after raising our daughter, alone, while I was gone serving our country for almost a year. For someone who is supposedly family oriented, you should understand.                So, either help me with my situation, lose a small amount of money to you, to make a HUGE impact for someone else's family, or lose much more than that with potential business down the drain, the choice is yours. I'm sorry it's come to this, but you've left me no other choice. I hardly have time in the day to feed myself, let alone spend time with my young family and certainly not WASTE hours on the phone with your business, or some corporation who could absolutely care less. Consider your options, you have my contact information.   [redacted]   _____________________________________ EXHIBIT 2 ______________________________                                         ...⇄ Seaside Oceanfront Inn 580 Beach Drive Seaside, OR 97138 Phone 503-738-6403 www.TheSeasideInn.com www.MaggiesOnTheProm.com     Arrival Date: Sunday, 26 February 2017 Departure Date: Monday, 27 February 2017 Room Type: Oceanfront Suite - 3rd Floor - 2 Beds Nights: 1 @ $174.30 per night plus tax Total: $0.00 Check in time: 4:00 PM Check out time: 12:00 PM   Dear [redacted],   Thank you for your reservation! We are delighted to welcome you as our guest on Sunday, 26 February 2017. Seaside is a great place to work, play or just relax and take in the view. We are confident that your stay with us will fit perfectly with your getaway plans, whatever they may be. We are always happy to recommend one of the many fun activities or places to visit to enhance your stay here in Seaside. Seaside Oceanfront Inn is located right on the Promenade, just two blocks south of Seaside's famous turn-around and fun shops! Our restaurant, Maggie's On The Prom, is located on our first floor. We serve the very best of Northwest cuisine for breakfast, lunch, happy hour and dinner Wednesday to Sunday.  Your deposit of one night stay plus tax will be charged 5 days prior to your stay. The remaining balance will be due upon check in. If you booked through our website, you have already been charged your deposit. We have a 6 day cancellation policy. You must cancel 6 days prior to your arrival date, otherwise the deposit is non-refundable.  Only specific rooms are pet friendly. If you are bringing a pet, and you are not sure if you booked a pet friendly room, please call us at your earliest convenience. Bringing an unauthorized pet into a non-pet friendly room will result in extra fees. If the debit/credit card used to book your room is different than the name on your reservation, the person owning the card must be in attendance with a photo ID.  Keep in mind that we are a completely smoke free (including recreational and medical marijuana) property. Any violation of this policy may result in additional fees. If you have any questions, please call us at 503-738-6403. Once again, thank you for your business and we are confident you will enjoy your stay with us. Warmest regards, Your friends at the Seaside Oceanfront Inn    --   The Seaside Oceanfront Inn Maggie's On The Prom 503-738-6403 www.thesesideinn.com Beachside Inn www.beachsideinn-seaside.com

Complaint: [redacted]I am rejecting this response because:As claimed, I DID NOT receive any calls from the owner, I had to agressively pursue them to get any sort of information. At the time, I was moving back to California, where I am currenrly stationed, and had crystal clear reception the entie way down. I hadd no missed calls. The only person I spoke to at the Seaside Oceanfront inn up until yesterday was desk clerks who couldn't give me any information. I had canceled my reservation both with the hotel and expedia, and told I was taken care of on both ends, and no further action was required from me. The day I was charged for the room I WAS NOT going to be staying in (which was made abundantly clear on multiple occasions to multiple parties) I again called the Inn and Expedia. The customer service representatives at Expedia informed me that everything was being done to get the situation sorted out, and that the Seaside Oceanfront Inn was being completely uncooperative and would be removed from their listings. Nothing was said about the hotel being charged by them. My question is, why was I charged for a service I was not going to receive, three days in advance to a canceled reservation? Why is the hotel owner not trying to work something out in which they keep the percentage taken by Expedia, and refund me what is not rightfully theirs? Why was I not assisted in correcting the situation by either party, and instead assured that everything was right and that I did not need to pursue any further action on the matter?
Sincerely,
[redacted]