We are aware of the this complaint regarding the St. Augustine Island Inn. The guest threatened to contact TripAdvisor and Revdex.com before they departed if we did not refund them.
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The guest booked the room on our own hotel website. ([redacted])
They booked one room and were offered one parking place in our covered lot. That is standard hotel practice. We did direct them to nearby free parking for their additional vehicle.
Our website very clearly states that the beach is a 10 minute stroll from the hotel via the city park boardwalk. We have personally walked it and timed it. It is no where near 2 miles from the hotel. That is a gross exaggeration.
The photos on our website are non-edited pictures taken with a cell phone. They very clearly show and accurately portray our hotel.
We maintain a good standing and receive an abundance of good reviews on TripAdvisor.
These guests never gave the hotel an opportunity to address any issues. They came into town for a wedding. They visited the beach for the day and then utilized the room to shower and prepare for the wedding.
Once they were ready to go to the event, they came to the front desk and demanded to be refunded. They were abusive to our staff and used the threat of bad reviews to try to demand a refund.
We are not in the practice of refunding guests in these circumstances.
If they had come to us immediately, and allowed us to try to accommodate them by either correcting any issues or moving them to another room - and they were still not happy - we would have correctly refunded their money.
But it was a busy summer weekend and they utilized the room as they needed it - and then demanded a refund.
In this case, there will be no refund.
Kind regards,
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted]
We are aware of the this complaint regarding the St. Augustine Island Inn. The guest threatened to contact TripAdvisor and Revdex.com before they departed if we did not refund them.
rgb(34, 34, 34); font-size: 12.8px; font-family: arial, sans-serif;">
The guest booked the room on our own hotel website. ([redacted])
They booked one room and were offered one parking place in our covered lot. That is standard hotel practice. We did direct them to nearby free parking for their additional vehicle.
Our website very clearly states that the beach is a 10 minute stroll from the hotel via the city park boardwalk. We have personally walked it and timed it. It is no where near 2 miles from the hotel. That is a gross exaggeration.
The photos on our website are non-edited pictures taken with a cell phone. They very clearly show and accurately portray our hotel.
We maintain a good standing and receive an abundance of good reviews on TripAdvisor.
These guests never gave the hotel an opportunity to address any issues. They came into town for a wedding. They visited the beach for the day and then utilized the room to shower and prepare for the wedding.
Once they were ready to go to the event, they came to the front desk and demanded to be refunded. They were abusive to our staff and used the threat of bad reviews to try to demand a refund.
We are not in the practice of refunding guests in these circumstances.
If they had come to us immediately, and allowed us to try to accommodate them by either correcting any issues or moving them to another room - and they were still not happy - we would have correctly refunded their money.
But it was a busy summer weekend and they utilized the room as they needed it - and then demanded a refund.
In this case, there will be no refund.
Kind regards,
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted]