Skyland Inn

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.When making the search thru *** I entered in the dates of the 18th and 19thLike stated before I don't understand what happenedI'm not sure if the screen refreshes itself with the dates I booked it or what happenedI didn't open the confirmation emailI just recognized that I received itHow am I supposed to know if they were booked or not, I'm only going by what the search told meAs far as them "explaining" anything to meThat's a lie, she just started yelling at me before I could explain anything, she wouldn't let me speak at allMy frustration grew rapidly and yes I did use some profanity however she did as well and then hung upI called back and asked for her name which she refused to give and I asked for the manager which was the second time I had asked for his/her name and she refused to give itShe then hung up a second timeAbout minutes later I had my boyfriend call and he politely asked to speak to the manager or owner, he didn't make any reference that it was for this reservation issueShe was rude and repeatedly told him he wasn't there and she didn't know when he was workingI never threatened her, that is a blatent outright lieRegards,
*** ***

Dear Representative [redacted] complaint is not valid, she made incorrect complaint. Her complaint says:(1)She made reservation for April 14-15, 2015, We received for only one night April14, 2015.(2)As her complaint due to computer glitch Her reservation for Saturday April18 to...

Sunday April19 2015 got switched to the April14-15. This is not correct we were fully booked King Room Non Smoking For April 17-18-19, 2015. This room was not open for reservation.[ see attached Email from [redacted](3)For April 17-18-19, 2015 we have minimum two nights reservation rules.[one night reservation was not acceptable, her reservation was for one night only Tuesday April 14, 2015. [see attached reservation].(4)Cancellation policy: If cancel or modified up to 1 day before the date of arrival, No fee will be charged. If cancelled or modified later or in case of no-show, 100 percent of the first night will be charged. [see attached booking.com reservation]. [redacted] called April 15, 2015 to request refund, we explained to her that her room was reserved for April 14-15, 2015 and we lost business because her reservation was guaranteed. When we have guaranteed reservation we can not sell reserved room to anyone else. As a courtesy if she had called on April 14, 2015 we could have refunded for her reservation. When  we told her that refund is not possible, she was verbally explicit, she was using abusing languages, explicitly denying and demanding money. She threated, did not listen to policy, and continued with being abusive verbally. And her phone call was hunged.If you have any question, please call [redacted]Skyland Inn Manager

Review: I made an online reservation with booking.com for the Skyland Inn [redacted] for Saturday April 18 to Sunday April 19, 2015. However some computer glitch happened and the dates got switched to the April 14-15.. I contacted [redacted] and they contacted the hotel and said they wouldn't refund my money.. I then proceeded to call the hotel and the lady yelled at me and wouldn't give me a chance to tell her what had happened. I tired to get her name and speak to the manager but she wouldn't give it and hung up on me twice. I would have rebooked the dates for the correct ones but she was so rude and since I couldn't get one word in I refuse to give my business to them. All I want is a refund for the $40 I was charged.Desired Settlement: I want the refund of the $40

Business

Response:

Dear Representative [redacted] complaint is not valid, she made incorrect complaint. Her complaint says:(1)She made reservation for April 14-15, 2015, We received for only one night April14, 2015.(2)As her complaint due to computer glitch Her reservation for Saturday April18 to Sunday April19 2015 got switched to the April14-15. This is not correct we were fully booked King Room Non Smoking For April 17-18-19, 2015. This room was not open for reservation.[ see attached Email from [redacted](3)For April 17-18-19, 2015 we have minimum two nights reservation rules.[one night reservation was not acceptable, her reservation was for one night only Tuesday April 14, 2015. [see attached reservation].(4)Cancellation policy: If cancel or modified up to 1 day before the date of arrival, No fee will be charged. If cancelled or modified later or in case of no-show, 100 percent of the first night will be charged. [see attached booking.com reservation]. [redacted] called April 15, 2015 to request refund, we explained to her that her room was reserved for April 14-15, 2015 and we lost business because her reservation was guaranteed. When we have guaranteed reservation we can not sell reserved room to anyone else. As a courtesy if she had called on April 14, 2015 we could have refunded for her reservation. When we told her that refund is not possible, she was verbally explicit, she was using abusing languages, explicitly denying and demanding money. She threated, did not listen to policy, and continued with being abusive verbally. And her phone call was hunged.If you have any question, please call [redacted]Skyland Inn Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.When making the search thru [redacted] I entered in the dates of the 18th and 19th.. Like stated before I don't understand what happened.. I'm not sure if the screen refreshes itself with the dates I booked it or what happened. I didn't open the confirmation email. I just recognized that I received it. How am I supposed to know if they were booked or not, I'm only going by what the search told me. As far as them "explaining" anything to me. That's a lie, she just started yelling at me before I could explain anything, she wouldn't let me speak at all. My frustration grew rapidly and yes I did use some profanity however she did as well and then hung up. I called back and asked for her name which she refused to give and I asked for the manager which was the second time I had asked for his/her name and she refused to give it. She then hung up a second time. About 15 minutes later I had my boyfriend call and he politely asked to speak to the manager or owner, he didn't make any reference that it was for this reservation issue. She was rude and repeatedly told him he wasn't there and she didn't know when he was working. I never threatened her, that is a blatent outright lie. Regards,