Southampton Village Motel

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Thomas, the Manager spoke with Lori and told her dates could be moved In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This establishment refuses to acknowledge that the [redacted] (Tom) clearly stated to me that he would provide me a full refund He stated he would be sending an email notifying me of the refundSeveral days passed and after multiple phone calls, it required me calling my credit card company to provide a partial refund from the near $they charged me for less than hour on propertyIf I was told that I would be charged $upon leaving, I would have never left the propertyWe spent less than hour on propertyI drove hours from NJ to come to your facility and then had to turn around and drive hours back home.This was by far the worst customer service experience I have ever hadI booked this reservation and even paid and extra fee to have my dog with meI was mislead on the phone by the [redacted] stating that their motel was pet friendlyI was never presented with an official policy upon chenor did I sign any documentation agreeing to their obscure pet policyI can't imagine how any motel would label themselves "pet friendly", when in fact the ***s are to be with their dogs at all timesWhen asked how am I suppose to shop or go to a restaurant with my dogI was literally told by the [redacted] to leave my dog in the car in F heat as she is not operating a kennel In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

On April *, *** *** *** stayed with us for nightOn June **, *** *** *eserved rooms for a party August ***, An email confirmation was send confirming the payment due, along with our policy for cancellationsUpon requesting payment for the
rooms on July *, 2016, *** *** then cancelled of the rooms.On July **, *** *** then cancelled the remaining roomsShe was told that she would lose her payment, as we have a day cancellation policy which was on her confirmation, she said that I "was not being very nice" and that they would probably want to rebook in September.
I reiterated to her that it didn't matter if she rebooked with us, as she has still cancelled her reservations too late for a refundOn August * she called for rooms which had been previously cancelled I told her that those rooms were no longer available and she thought that was unfair I explained that the rooms were cancelled and put back into our inventory for sale, and rebooked by other peopleI then received a call from *** *** I once again reiterated our cancellation policy and told her that it was told to *** *** very clearly when she made her reservations in June and told again when she cancelled on July **, that it would be in their best interest to rethink the cancellation as they would be losing their money
We are a resort property with rooms We take our cancellation policy very seriously I am sorry that this has happened, but there are no exceptions in Season

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:I believe I am entitled to a full refund
I reserved the room over the phone, in which the *** (***) told me , motel was pet friendly and charged me pet feeAt no point was I told that dogs could not be left in roomsAn email after you already processed my credit card the day before the reservation does not constitute acknowledgment of your pet policyI was never told of your strict pet policy on check in nor was I ever presented with an official pet policy to signAs soon as I was made aware of your policy, we asked to leave and we were told by your *** we would have a full refundWe were also told I would get email notification of refund which I never did
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Diane of Southampton Motel's responses are not accurate:
We have no notes indicating we ever reserved roomsOur records show rooms were originaly reserved
Therefore, on July ***, *** *** cancelled of rooms (NOT 5)After July *** Ms N*** spoke with THOMAS, THE MANAGER, who told *** *** that WE COULD POSTPONE THE ROOMS TO A LATER DATE NOT LOSING OUR MONEY.
July ***- NOT TRUE Diane spoke with *** of *** *** (Colleague) *** said that she would want to rebook in SeptBEFORE Diane said we weren’t getting any money backAug *** reply: If we were going to still be charged/pay for the rooms, they should have been left available for our use*** spoke with Diane who said she was not interested in having any sort of local relationship with us for future businessDiane is not sorry this happened/ She was rude and unprofessional to each and every one of us and was very clear that she did not want to create any type of resolution to the situation (even when she was able to rebook all of the rooms)
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***l

A full refund will not be forthcoming to the complainant.  We were very generous in giving them a refund for the additional night that went unused.  It is clearly stated that refunds are only given within 30 days of a cancellation.Given the circumstances I feel that all has been done to rectify the situation and no further action will be taken.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: 
This establishment refuses to acknowledge that the [redacted] (Tom) clearly stated to me that he would provide me a full refund.  He stated he would be sending an email notifying me of the refund. Several days passed and after multiple phone calls, it required me calling my credit card company to provide a partial refund from the near $1000 they charged me for less than 1 hour on property. If I was told that I would be charged $500 upon leaving, I would have never left the property. We spent less than 1 hour on property. I drove 5 hours from NJ to come to your facility and then had to turn around and drive 5 hours back home.This was by far the worst customer service experience I have ever had. I booked this reservation and even paid and extra fee to have my dog with me. I was mislead on the phone by the [redacted] stating that their motel was pet friendly. I was never presented with an official policy upon check-in nor did I sign any documentation agreeing to their obscure pet policy. I can't imagine how any motel would label themselves "pet friendly", when in fact the [redacted]s are to be with their dogs at all times. When asked how am I suppose to shop or go to a restaurant with my dog. I was literally told by the [redacted] to leave my dog in  the car in  85 F heat as she is not operating a kennel. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Thomas, the Manager spoke with Lori and told her dates could be moved.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The complainant totally disregarded the policies of the motel. It is clearly written on our website, and on the reservation confirmation that NO PETS ARE TO BE LEFT UNATTENDED IN THE ROOM AT ANY TIME. Upon check in, my [redacted] reiterates this to anyone of our guests that check in with a dog.The...

complainant checked in and immediately dropped the dogs in the room and left for dinner. After hearing the dogs barking, we called them to come and retrieve the dogs and take them with them to dinner. They decided to leave instead. We graciously gave them a refund of the second night of their stay, but the first night was not refunded as there was no possible way for us to resell the room after they had checked in already.We hold firm on our pet policy and make it VERY clear that while we allow the dogs to stay in our rooms, they cannot be left on their own unattended, plain and simple.

Review: We love our dogs and have a 15 year old Jack Russell terrier, who has traveled from Maine to Key West. While searching for a pet friendly hotel in the Hamptons, we did a search on [redacted] and this place popped up. I called the [redacted] ([redacted]), who indicated that there facility was indeed pet friendly. There was an additional $50 charge per night, which ultimately with tax, came to about $490 per night. I booked the room over the phone.

Upon arrival we were told of restaurants and attractions in the area. We walked our dogs and after a treat, placed our dogs in their crates for bed time. Upon driving less than 3 blocks away from property, I was contacted by the [redacted], who stated that I had to return to the room immediately. He stated he heard a possible bark and that my dogs are not to be left in the rooms unattended. I explained that dogs were in their crates; however this did not suffice. Upon arrival, we heard no barking and our dogs were asleep.

Apparently this establishment believes that in order to stay on their property, you must be with your dogs at all time ( 24/7) and that they are expected to accompany you to restaurants, stores, and the beach.

After explaining we were never presented on check in with this official pet policy and that we never signed off on it, it was ultimately decided that we were to leave as my dogs were not welcome there. The [redacted] ( [redacted]) agreed and promised to give us a refund and we drove back home ~ 5 hours away

Several days passed and we never got a refund. My credit card was charged nearly $1000 after being at their facility for less than a hour. We literally didn't even use their toilet. I called my credit card and they noted no attempt was made to refund my payment. Finally, I was able to get the [redacted] on phone and he was only willing to refund 1 night stay. After promising to give us a refund he notes that [redacted] ( [redacted]) is refusing to give full refund. I explained that if I was aware I was going to be charged for the 1 night, I would have stayed in the hotel instead of driving back home 5 hours that same day.

After a few more days of phone calls, [redacted] ([redacted]) finally called me back and noted she was not willing to refund my remaining portion of my payment. She found it acceptable to charge me $468 after being on property for less than 1 hour as she states that the pet policy was on confirmation email. She also stated and I quote

" I AM NOT RUNNING A KENNEL" , "TAKE YOUR DOGS AND LEAVE THEM IN YOUR CAR WHILE YOU ARE AT DINNER"

I noted that it was 85 F outside and that this was cruel and a horrific suggestion.

I am requesting a full refund as this hotel falsely identified themselves as pet friendly when my pets were not allowed to stay in the rooms. There was never any documentation or agreement that was signed by myself in which I agreed that I would be with my pets all day long while staying at facility. The [redacted] promised a refund and changed his mind.Desired Settlement: I expect the facility to provide me with a full refund

Business

Response:

The complainant totally disregarded the policies of the motel. It is clearly written on our website, and on the reservation confirmation that NO PETS ARE TO BE LEFT UNATTENDED IN THE ROOM AT ANY TIME. Upon check in, my [redacted] reiterates this to anyone of our guests that check in with a dog.The complainant checked in and immediately dropped the dogs in the room and left for dinner. After hearing the dogs barking, we called them to come and retrieve the dogs and take them with them to dinner. They decided to leave instead. We graciously gave them a refund of the second night of their stay, but the first night was not refunded as there was no possible way for us to resell the room after they had checked in already.We hold firm on our pet policy and make it VERY clear that while we allow the dogs to stay in our rooms, they cannot be left on their own unattended, plain and simple.