Sunset Ocean Front Lodging

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

We are happy to refund to Ms*** the payment she made for a room she rejected on September 6th, now that we have a correct mailing address This entire situation could have been settled much more quickly and efficiently if she had called our business directly

First, our advertising is not misleading.  The guest booked online, choosing a room that is described and illustrated on our website and Expedia as a rustic oceanfront room with 2 double beds and wood paneling.  Expedia adds the size (258 square feet) so that potential guests know it is...

small.  This particular type of room has been heavily booked all summer, and no one else has claimed it was misrepresented.
Second, there was no "bad odor."  The room is old, but the carpet is new (installed this summer) and the housekeepers are meticulous about cleaning pet-friendly rooms.  That said, we're at the beach, and marine air can make a wood-paneled room smell a little musty at first.  That usually dissipates, but we also have air fresheners on request that work well.  
Third, she and her companion checked in at 1:26 p.m., used the bathroom and did not report anything wrong with the room until 6:45 p.m., when she decided to "cancel" her reservation and demand a refund.  Our first response when someone does not like a particular room is always to see if we have something to offer that they might prefer.  Our agent tried, but she would not consider it, and according to an eyewitness, it was the guest who became combative.
Since they had possession of the room for over 5 hours and housekeeping staff was not available to remake the room they had clearly used, and since they would not accept another room in exchange, our agent declined to issue a refund.  The complainant's companion clearly understood this, paid cash, and they left.  
We know that we cannot please all guests at all times, even with the vast array of rooms we have to offer, but it always hurts when we don't succeed.  It is unfortunate that the guest chose to bring her complaint to our mayor and to you before contacting our manager, who could have swiftly resolved this issue.
We would be happy to refund the person who paid for the room, but we do not have her contact information.  She was neither the registered guest nor the complainant.

Complaint: [redacted]I am rejecting this response because:my sister-in-law paid cash even though I had given my credit card, as she did not like the way we were treated and wanted to leave.  She is my witness, as the only other person there at the time was the blonde haired woman behind the counter with a phone to her ear the whole time(who must be your witness).  We were in the room a total of maybe 20-30 minutes.  First time to drop off our luggage and use the bathroom, second time, when we decided we could not stay.  There WAS a smell and it was NOT a beach nor musty smell, it was dog smell from closed-up room. One room had a barking dog with no one else in the room.  Another room had a couple with dogs.  The other rooms were empty.  When booking online, the only reason I booked the "rustic" room was because it said it was the last room available for that time period!   It did not say it smelled, had no windows and a dirty bathroom vent, or that it was the dog section.   I have two dogs at home,& I know what dog smells are! The clerk #14 immediately became angry when told we could not stay due to the smell and later indicated he was going to upgrade the room but changed his mind, using the excuse as our being rude as the reason.  He was quite rude, angry-acting and had no intention of helping us, saying people like us had no idea what it was like to be behind the counter.  That's pretty interesting since he had no clue what either of us do!!   My sister-in-law would be more than happy to receive a refund.  Just tell me what information you need to get it to her.   Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]