Silverstone Inn & Suites

Dear [redacted] , In response to [redacted] 's letter 1) I did not forget to cancel the reservationAs ** [redacted] states he is a family business so why would his wife or daughter admit that I did call with a cancellation 2) I never received any of the two emails that ** [redacted] stated that he sentThe conformation and the reminder which he stated was sent on the 10th of Feb(although the attachment shows the 11th) I made the reservation on line Dec 28th and never received a conformation outlining his ter**Also if I would of received the reminder I would have known that my cancellation was not noted and checked into it 3) The Credit Card company did not state that they agree with ** [redacted] s explanation, they simply stated they can not offer a refund when dealing with hotels and reservation issues Since I am on a very tight budget this deduction consumed my whole paycheck and has caused financial stressI want to be made wholeI do not want to have to persue legal action with a small clai [redacted] court but I do pay into a legal plan at work so I have a lawyer on retainerI do not want to have to go this route as it would cause a negative reaction to ** [redacted] s business Sincerely [redacted]

Mar Dear [redacted] ,We were saddened to hear about this complaint since we work hard to maintain our ranking as one of the top rated B&B's in [redacted] , PA.** [redacted] was charged a cancellation fee according to the policy he agreed upon since he simply forgot to cancel his reservation contrary to what he states.All of our bookings and cancellations are done instantly with a computerized system and it is our standard to provide a cancellation number and immediately send a cancellation notice to his email address he submitted when making the reservation.We also send him a reminder email three days before the actual reservation (2/10/14) which should have made him realize his reservation was stilt active and call us right away which he never didThree days before we could have easily mitigated his damage since this was a high demand Valentine's Day weekend.Since we are a small family business the only 'females' answering the phone could have been my wife or our daughter and both are positive they did not receive a call from him.** [redacted] has not given any proof that he cancelled his reservation and therefore is unfortunately liable for the charged feeHe has also disputed this charge with the credit card company and they found we were justified In making the charges.Enclosed you'll find the two correspondence emails we did send to him showing the original reservation with ter [redacted] and the three day before reminder.We feel sorry for his wife's injuries but feel strongly that he simply forgot to cancel his reservation during that stressful period but that does not relieve him of his obligation unfortunately and therefore we cannot offer a refund.Sincerely,

APR Dear ** [redacted] :In response to ** [redacted] ’s letter:1) We are very professional and our record speaks for itself, in the last years of operating our business we have not had a single complaintWe may be family run but that does not mean that we are dishonestWe have limited rooms, Because we honored his reservation, one of our best rooms went empty on Valentine’s Day.2) As we stated in our last response, our computer system sends out an automatic confirmation and three day reminder on all reservations made on-line to the email that ** [redacted] submittedThe email address that he submitted on-line is [redacted] If he did not receive our two emails he must have either typed in the wrong email address on-line or it was automatically filed in his spam folder.3) As I am sure that the Revdex.com is aware, credit card companies do get involved in matters dealing with hotels and reservations issuesIn ** [redacted] ’s case we explained to the merchant card company that no one can make a reservation without checking the box, “l have read, understand and agree with the cancellation policy." The merchant card company went to our website and verified this and stated that we were in the right to follow our cancellation policyYou can verify this by going to our website, [redacted] www.silverstoneinn.comclick on make a reservation select a date and the mandatory fields will showYou will not be able to make the reservation without clicking that box** [redacted] did not need to receive the confirmation to understand the termshe had already agreed to them, we only reiterate the terms on the confirmation.He has no cancellation numberWe held his reservation on a busy weekendHe reserved one of our best rooms with a two person Jacuzzi on Valentine’s Day; a day that we could have resold easily, even with a last minute cancellationWe had absolutely no reason to hold his reservation if he cancelled.We cannot do anything to help him accept to suggest strongly, that in future cancellations, wherever he stays, he asks for a cancellation number and a written notice of his cancellationHe then will have proof to support his claimsWe understand that he will never be our guest.I am not sure how the Revdex.com works as I have never had any complaintsDoes the Revdex.com make any rulings like the merchant card company did? Or will you simply forward each of our responses back and forth until [redacted] stops? Does this matter just go on and on? Because there really is not anything else we can sayDo you have any suggestions, beyond going against our cancellation policy and refunding him his money; because that is something we will not doSincerely

The original reservation was made through Expedia for a one night stay on a Thursday night. The next morning after check out time I was made aware that the guests belongings were still in the room. As we were sold out of that room type for Friday night I made a call to the guest, I left them a... message explaining that we were sold out of his room type. When the guest called back he let me know his situation and so I told him that I would move some reservations around and that he could stay in his current room and that I would match the Expedia rate for Friday night for him since his original reservation was through Expedia. I also explained that I would just need him to come by the front desk at his earliest convenience with his credit card for his new reservation. The additional $20 was for a Friday night since weekends are always a higher rate than weekdays. I tried to explain this to him in the morning when he questioned me about his bill. We here at SilverStone always try to ensure that our guests are happy with their stay and always try to accommodate their needs, which is why I moved other guests to different rooms so that he could stay in his current room.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Despite what *** contends I did call and cancel my reservations weeks prior to my reservationsSince I have never canceled a reservation before I was not aware that I needed to obtain a conformation numberThe young women that answered the phone told me she would take care of itAlso contrary to what ** *** said I did not receive a conformation of my reservations nor a reminderHad I received a reminder I would have known that my cancellation was not taken care of and I would have contacted them againI also checked my spam folder after ** *** claims that he sent a reminder and nothing was thereI have stayed many of times in more upscale Hotels and B and B's in the *** area and never have run into anyone as rude as ***Also the 'Credit Card Card" that I used was really a *** Debit Card which is all together different than a standard Credit CardI also doubt that ** *** was not able to rent the roomWhen he noticed I was not there or if he already knew I was not coming I'm sure he was able to rent the room ** *** is right about one thing, I will never do business with this establishment and will encourage others to reconsider their stay thereI want to be re-reimbursed in full for the money that was removed from my accountJust the fact that he refuses to acknowledge his mistake or attempts to make it right shows that his reputation is not what he claims.
Regards,
*** ***

Dear [redacted],
In response to [redacted]'s letter
1) I did not forget to cancel the reservation. As **. [redacted] states he is a family business so why would his wife or daughter admit that I did call with a cancellation. 
2) I never received any of the two emails that **. [redacted] stated that he sent. The conformation and the reminder which he stated was sent on the 10th of Feb. (although the attachment shows the 11th)  I made the reservation on line Dec 28th 2013 and never received a conformation outlining his ter**. Also if I would of received the reminder I would have known that my cancellation was not noted and checked into it. 
3) The Credit Card company did not state that they agree with **. [redacted]s explanation, they simply stated they can not offer a refund when dealing with hotels and reservation issues. 
 Since I am on a very tight budget this deduction consumed my whole paycheck and has caused financial stress. I want to be made whole. I do not want to have to persue legal action with a small clai** court but I do pay into a legal plan at work so I have a lawyer on retainer. I do not want to have to go this route as it would cause a negative reaction to **. [redacted]s business. 
Sincerely
[redacted]

APR 02 2014
Dear **. [redacted]:In response to **. [redacted]’s letter:1)    We are very professional and our record speaks for itself, in the last 15 years of operating our business we have not had a single complaint. We may be family run but that does not mean that we are dishonest. We have limited rooms, Because we honored his reservation, one of our best rooms went empty on Valentine’s Day.2)    As we stated in our last response, our computer system sends out an automatic confirmation and three day reminder on all reservations made on-line to the email that **. [redacted] submitted. The email address that he submitted on-line is [redacted]. If he did not receive our two emails he must have either typed in the wrong email address on-line or it was automatically filed in his spam folder.3)    As I am sure that the Revdex.com is aware, credit card companies do get involved in matters dealing with hotels and reservations issues. In **. [redacted]’s case we explained to the merchant card company that no one can make a reservation without checking the box, “l have read, understand and agree with the cancellation policy." The merchant card company went to our website and verified this and stated that we were in the right to follow our cancellation policy. You can verify this by going to our website, * www.silverstoneinn.com. click on make a reservation select a date and the mandatory fields will show. You will not be able to make the reservation without clicking that box. **. [redacted] did not need to receive the confirmation to understand the terms. . . he had already agreed to them, we only reiterate the terms on the confirmation.He has no cancellation number. We held his reservation on a busy weekend. He reserved one of our best rooms with a two person Jacuzzi on Valentine’s Day; a day that we could have resold easily, even with a last minute cancellation. We had absolutely no reason to hold his reservation if he cancelled.We cannot do anything to help him accept to suggest strongly, that in future cancellations, wherever he stays, he asks for a cancellation number and a written notice of his cancellation. He then will have proof to support his claims. We understand that he will never be our guest.I am not sure how the Revdex.com works as I have never had any complaints. Does the Revdex.com make any rulings like the merchant card company did? Or will you simply forward each of our responses back and forth until [redacted] stops? Does this matter just go on and on? Because there really is not anything else we can say. Do you have any suggestions, beyond going against our cancellation policy and refunding him his money; because that is something we will not do.
Sincerely

Mar    17    2014
Dear [redacted],We were saddened to hear about this complaint since we work hard to maintain our ranking as one of the top rated B&B's in [redacted], PA.**. [redacted] was charged a cancellation fee according to the policy he...

agreed upon since he simply forgot to cancel his reservation contrary to what he states.All of our bookings and cancellations are done instantly with a computerized system and it is our standard to provide a cancellation number and immediately send a cancellation notice to his email address he submitted when making the reservation.We also send him a reminder email three days before the actual reservation (2/10/14) which should have made him realize his reservation was stilt active and call us right away which he never did. Three days before we could have easily mitigated his damage since this was a high demand Valentine's Day weekend.Since we are a small family business the only 'females' answering the phone could have been my wife or our daughter and both are positive they did not receive a call from him.**. [redacted] has not given any proof that he cancelled his reservation and therefore is unfortunately liable for the charged fee. He has also disputed this charge with the credit card company and they found we were justified In making the charges.Enclosed you'll find the two correspondence emails we did send to him showing the original reservation with ter** and the three day before reminder.We feel sorry for his wife's injuries but feel strongly that he simply forgot to cancel his reservation during that stressful period but that does not relieve him of his obligation unfortunately and therefore we cannot offer a refund.Sincerely,

The original reservation was made through Expedia for a one night stay on a Thursday night. The next morning after check out time I was made aware that the guests belongings were still in the room. As we were sold out of that room type for Friday night I made a call to the guest, I left them a...

message explaining that we were sold out of his room type. When the guest called back he let me know his situation and so I told him that I would move some reservations around and that he could stay in his current room and that I would match the Expedia rate for Friday night for him since his original reservation was through Expedia. I also explained that I would just need him to come by the front desk at his earliest convenience with his credit card for his new reservation. The additional $20 was for a Friday night since weekends are always a higher rate than weekdays. I tried to explain this to him in the morning when he questioned me about his bill. We here at SilverStone always try to ensure that our guests are happy with their stay and always try to accommodate their needs, which is why I moved other guests to different rooms so that he could stay in his current room.

Review: In December 2013 I made online reservations for my wife and I for Valentines Day weekend at the aforementioned business. The total price was determined to be $437.80. approximately 3 weeks prior to my reservation my wife broke her ankle and was in a cast. We decided at that time that she would probably not enjoy the weekend so we reluctantly decided it would be best to postpone our trip until she could get around better. We travel quite frequently to [redacted] area and all though we never stayed in this establishment we would have no trouble canceling. I called the inn and explained to the female who answered the phone my situation and would need to cancel. She said that was no problem and she would take care of it. I thanked her and never thinking I needed a cancellation number which she did not offer I thought all was well. On 2/17/2014 Silverstone Inn and Suites deducted 437.80 from my debit card. When I called and spoke to the owner [redacted] he explained to me that I was a no-show and there policy was to charge for the entire reservation unless I could produce a conformation number. I explained what had happened with my wife and that I was not given a conformation number. [redacted] rudely stated again their policy and that I would have to take it up with my Credit Card which is actually my payroll card.Desired Settlement: I would like a refund of my 437.80 for it is potentially causing a financial hardship for me and my family.

Business

Response:

Mar 17 2014Dear [redacted],We were saddened to hear about this complaint since we work hard to maintain our ranking as one of the top rated B&B's in [redacted], PA.**. [redacted] was charged a cancellation fee according to the policy he agreed upon since he simply forgot to cancel his reservation contrary to what he states.All of our bookings and cancellations are done instantly with a computerized system and it is our standard to provide a cancellation number and immediately send a cancellation notice to his email address he submitted when making the reservation.We also send him a reminder email three days before the actual reservation (2/10/14) which should have made him realize his reservation was stilt active and call us right away which he never did. Three days before we could have easily mitigated his damage since this was a high demand Valentine's Day weekend.Since we are a small family business the only 'females' answering the phone could have been my wife or our daughter and both are positive they did not receive a call from him.**. [redacted] has not given any proof that he cancelled his reservation and therefore is unfortunately liable for the charged fee. He has also disputed this charge with the credit card company and they found we were justified In making the charges.Enclosed you'll find the two correspondence emails we did send to him showing the original reservation with ter** and the three day before reminder.We feel sorry for his wife's injuries but feel strongly that he simply forgot to cancel his reservation during that stressful period but that does not relieve him of his obligation unfortunately and therefore we cannot offer a refund.Sincerely,

Consumer

Response:

Dear [redacted],