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HelloWith reference to complaint number # [redacted] submitted by Mr [redacted] we were able to locate the details and confirm the original reservation was made via [redacted] and we can share the email excerpt of the cancellation that we received from the service provider I am not able to respond directly to the complaint so I am sending this additional detail for you to add to my previous response Please see below.Thank you for your support and look forward to this matter being closed and favorable to our business.Regards, [redacted] ***Dunes Motor Inn.Travel arrangements provided through [redacted] .comReservation ID: [redacted] Guest: [redacted] Booked on: July 18:25PST(0) [redacted] Previously Reported: Aug 10:36PSTRoom Type Code: Standard roomRoom Type Name: Standard Room - Room OnlyPricing Model: Per Day PricingPayment Instructions: Hotel collects payment from the travelerCancelled on: July 16:17PSTCancelled by: TravelerCheCheck-Out Adults Kids/Ages Room Nights Hotel Conf Hotel Cancel ConfAug Aug [redacted] Special Requestbeds , Non-SmokingDaily Rate - USDFri, Aug Rate Code: RoomOnly Extra Person: USDTaxes: USDExtra Charges: USDTotal: USD

Hello Thank you for your message and feedback The customer did not complain right away once they checked in and a few hours passed by before they decided to complain about the room conditions First of all the rooms do not have mold or mildew since they are rented on a daily basis and cleaned after each guest When the weather does turn bad people don't have a whole lot of planned activities on the cape and so we receive these requests on a regular basis Once a customer is checked in we cannot rent the room if they decide to leave early It their option to leave but we cannot refund them as we cannot rent it out That weekend the weather turned bad on Thurs, when the customer checked in, which is why they left the inflatable park early, and the next day was going to be a rainy day We made an attempt to offer the only room that was available which is a two bedroom apartment at no extra charge, which they refused We only one type of this room and don't have apartments This room is typically only available to larger groups for upto five people lastly, we don't allow firecrackers and they are illegal in MA and if that was the case then someone would have informed the police We cannot control residents or others outside of motel setting off fireworksI don't believe there was any firecrackers The cost of the room for Thur was $and Fri was $ Not sure why they feel a refund of $is required This reservation was made with [redacted] .com and not directly with the motel Thank you and hope you understand our position Best regards, The Dunes Motor Inn

HelloSorry that you fell very dissatisfied with our motel Unfortunately since this reservation was made through ***.com you would have to request payment from them as they have already charged us for this reservation. We try to please everyone and make every effort for our rooms and facility to be clean at all times It is a small boutique motel, family run Not sure why you did not book the Cove in the first place if that is what you wanted? I did not see any pictures that you sent or attached to this complaint.Best regards,Dunes Motor Inn

Hello,Thank you for bringing this to our attention. If the customer can provide a confirmation number for the reservation that would be most helpful?After our research we can only determine that this reservation was made by phone and for only one night. Our policy is we
typically do not offer any reservations for anything less than a minimum of two nights so we may have made an exception if this was done last minute and over the phone. Furthermore, please verify if this reservation was made by phone or online or through a *** agency like ***, ***.com, etc.? We have no record of the cancellation but simply somebody called and cancelled and given we are in peak summer season we have a demand for availability. The salesperson has indicated that they made an effort to secure a room at another local motel, *** ***, called a taxi but the customer left before the taxi arrived and left on their own accord and did not opt to take the alternative motel reservation.I do not agree with the facts reported by the customer as they state they chose to walk to our motel which is considerably further away than the motel *** *** they chose to stay atIn fact if they walked to our motel they would have passed the ** motel and probably made reservations ahead of time, but that is speculation. The Dunes motor inn is probably three times the distance from the train station than the ** motel so I am reluctant to believe the reservation was made so that they can walk to the motel and be near the beach, which we are but the walk alone would take a good two hours. We made every attempt to assist this customer but they chose on their own accord to find alternative accommodation.Thank you and please do not hesitate to contact me with any additional questions.Kind regards,*** *** - Manager

Hello,
I am writing in response to this complaint as I don't foresee this as a complaint. First of all, have they contacted the motel to rectify the situation? Secondly, a invalid credit card transaction does not constitute that a reservation is cancelled. This reservation was
made on line and so the customer would need to cancel the reservation regardless of whether the deposit was taken
Our policy states that a one night deposit is required. This reservation for July is in peak season and again policy states that when there is a cancellation there is a cancellation fee of nights which is what has been charged
In the event we cancelled the customers reservation because of invalid credit card and they showed up for their stay and we did not have a room. We would have received another form of complaint that we did not honor a reservation made on line. It is a difficult situation for us in the hospitality business especially in a seasonal location. We err on the side of accepting the reservation until it is formally cancelled
Thank you and happy to discuss and help resolve. We may offer you a one night stay in to help with this situation depending on availability and only during the week days
*** ***
HelloI want to edit or attach additional documentation to this complaint but there is no option to do so.attached is the receipt which is provided by the booking software we use for reservations As you can see the card was charged on March 28, after the reservation was made on March So the complain is stating that it did not go through initially The card was charged the next day so the customer must have seen the charges on their statement for a couple of months. The manager waited all night July for customer to show but after a no show we charged the card for the next night since it is peak season No refund or one night stay is available.Thank you.Dunes Motor Inn.Please advise on how to add these additional comments and receipt.Thank you

I don't think this person understandsWe booked a reservation by phone with him, he sent a confirmation, when we got to the hotel and looked at us they said they didn't have a roomNo cancellation was made as he claimsI know he has a small hotel as he says but if he can make a confirmation by email then he could "send a cancellation "emailAfter complaining that we had not made a cancellation and that we have a confirmation number, he finds a place at a friends motel that is twice as much as the *** with himWe walked out of the hotel because we could not stay at a place twice as expensive (which he should have paid for since the mistake was not documented on his end)We called *** and there was only one place on that area of the *** but it was still more than we had budgeted (yes, we are people who try not to live beyond our means)It wasn't on the beach like we had planned when we booked the Dunes Motel (walking distance of the beach)Imagine arriving at your motel and being told you didn't have a roomYou show your confirmation and them saying "too bad" we are oversoldThe hotel had even called that Saturday before to tells us that that didn't have the double room that we had booked but that a king was only available(I have cell records of him calling)But the next week being told that we didn't have a place to stay on our first ever visit to the ***Because we arrived by train from *** and had no car, because we had planned to be on the beach at the Dunes, we encountered additional cost at the different hotelPlease see previous correspondence to youIn response to the attendants comment on why we didn't use ***.com when we changed the date to the Saturday night, they did not have availability that night so I called the hotel directly and this same employee, said they did and he sent me a confirmation letter and numberI believed himNever dream we would get there and him say he would not honor his reservationRevdex.com please advise on how to handle this matter further.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
First of all the statement that we left due to weather is absolutely incorrect We left the Dunes and went to the Cove where we stayed Thursday and Friday night We paid over $for those two nights, maybe three miles down the road.
we asked for $credit because that is what we were charged the room absolutely had a musty odor, the windows were wide open directly to the pool, the smell of moisture and chlorine, coupled with rain was soggy in the room I provided pictures of the filth in the room, the shower curtain alleged by the motel to have KNIFE holes in it!!! Why would it have any holes? It's a $plastic shower curtain This small establishment im sure is cleaned by all the same people, I was not interested in relocating to another gross room we did not personally contact the motel, we contacted them through ***.com We didn't do anything immediately as we wanted to see if we could secure another place to go, and to discuss our next best move, remember we have a child with disabilities as for not being able to book someone else, there were already vacancies before we left, that's not a valid statement.Thank you*** *** *** Regards,
*** ***

HelloWith reference to complaint number #*** submitted by Mr*** *** we were able to locate the details and confirm the original reservation was made via *** and we can share the email excerpt of the cancellation that we received from the service provider I am not able to respond directly to the complaint so I am sending this additional detail for you to add to my previous response Please see below.Thank you for your support and look forward to this matter being closed and favorable to our business.Regards,*** ***Dunes Motor Inn.Travel arrangements provided through ***.comReservation ID: *** Guest: *** *** Booked on: July 18:25PST(0) *** Previously Reported: Aug 10:36PSTRoom Type Code: Standard roomRoom Type Name: Standard Room - Room OnlyPricing Model: Per Day PricingPayment Instructions: Hotel collects payment from the travelerCancelled on: July 16:17PSTCancelled by: TravelerCheCheck-Out Adults Kids/Ages Room Nights Hotel Conf Hotel Cancel ConfAug Aug *** Special Requestbeds , Non-SmokingDaily Rate - USDFri, Aug Rate Code: RoomOnly Extra Person: USDTaxes: USDExtra Charges: USDTotal: USD

Hello
Thank you for your message and feedback.  The customer did not complain right away once they checked in and a few hours passed by before they decided to complain about the room conditions.  First of all the rooms do not have mold or mildew since they are rented on a daily basis and...

cleaned after each guest.
When the weather does turn bad people don't have a whole lot of planned activities on the cape and so we receive these requests on a regular basis.  Once a customer is checked in we cannot rent the room if they decide to leave early.  It their option to leave but we cannot refund them as we cannot rent it out.  That weekend the weather turned bad on Thurs, when the customer checked in, which is why they left the inflatable park early, and the next day was going to be a rainy day.
We made an attempt to offer the only room that was available which is a two bedroom apartment at no extra charge, which they refused.  We only one type of this room and don't have apartments.  This room is typically only available to larger groups for upto five people. 
lastly, we don't allow firecrackers and they are illegal in MA and if that was the case then someone would have informed the police.  We cannot control residents or others outside of motel setting off fireworks. I don't believe there was any firecrackers. 
The cost of the room for Thur was $129 and Fri was $149.  Not sure why they feel a refund of $169 is required.  This reservation was made with [redacted].com and not directly with the motel.  Thank you and hope you understand our position.
Best regards,
The Dunes Motor Inn.

Your speculation is not correct. We booked a room with you on July 22nd at 4:51pm for the date of stay for August 15th and for check out August 16th for the cost of $155.26. I will include the confirmation email again in my attachment. Again, there was never a cancellation made by me. After taking the train from [redacted], we took the bus to a stop close to your hotel. We walked to The Dunes Motel and were told by the attendant that the reservation had been cancelled. You did call a cab to go to another hotel(you did not offer to pay for it) that you said had a room.  The room was for an incredible expense of $279 (much more than our budgeted amount of $155 for the Dunes Motor Inn that we had a confirmation number for). While waiting for the cab and trying to figure out what to do we called [redacted].com and found there was a room at the [redacted] motel for $233.45 which was still much higher than the $155.26 but we felt we had no choice. After walking and having a conversation with [redacted].com we summoned an [redacted] car to come get us and take us to the [redacted] in [redacted] (no longer close to the beach). We have the confirmation from [redacted].com verifying that the [redacted] of the [redacted] was made the day of August 15th after trying to check into your hotel in which you turned us away (not pre booked as you so call "speculated"). 
Regards,
[redacted]

I do not agree with your claim and response as you feel your opinion is not valid.  First we are a small hotel and not a [redacted] or [redacted] so we don't send cancellations.  As you noticed we are small but have a lt of customers who enjoying staying with us.  We do not leave customers hanging as we don't make more money if we choose to sell the room to someone else rather than the person who booked it.  We can't provide the phone records for a cancellation either.  We offered you alternative option and you chose not to accept it.  You chose to take [redacted] and why not take the bus again.  Why do you not send the [redacted] confirmation in the first response.  We did our best to accommodate even if you deny canceling it so we will make sure we somehow track home cancellations going forward.  We do a lot of business with [redacted] so not sure why you did not use them for our [redacted] and I never heard of them refer any of the customers who have stayed with us, [redacted]. Thank you and apologize your stay was not pleasant on the [redacted] but not sure how much you were going to enjoy for one day.