The Coho Oceanfront Lodge

In response to complaint [redacted] filed on 4/14/2017: Upon review of the information provided, our records indicate that the guest reserved a room via a 3rd party online website (Hotels.com) on 12/18/2016. After completing the booking, which includes providing credit card information and agreement... to posted hotel reservation and cancellation policies, the guest called the hotel directly to cancel the reservation stating we had changed her reservation dates. The following policy is clearly stated and taken directly from the 3rd party website the guest booked her reservation through: You can cancel free of charge until 2 days before arrival. You'll be charged the first night if you cancel in the 2 days before arrival. When the guest called the hotel back on 12/18/2016, we explained to the guest that the booking was past our cancellation policy and had been charged. As a courtesy after obtaining management approval, we offered to apply the credit to a future date of the guest’s choice. The guest reservation was inside of our 48 hour cancellation period, our representative informed the guest that her credit card had already been charged for the night stay but offered to apply the charge to a future date of the guest’s choice as a courtesy. The guest accepted the resolution and the reservation was changed to another date in January 2017. After the guest failed to arrive for the modified reservation in January, the charge was applied to the reservation as a no-show. 4-6 weeks later we received a notification that the guest had disputed the charge on her credit card. We challenged the dispute with the credit card company by providing evidence and the above documentation, and won the challenge therefore the charge remained. We believe this complaint to be an unjust attempt to force our hotel into giving a refund to her credit card by tarnishing our reputation and good standing with the RevDex.com. This complaint was filed 4 months after the reservation was booked, even after her own credit card company sided with us on the matter. The complainant never actually stayed at our hotel as a guest and no contact was ever made with her after the original issue was deemed resolved.

Upon review of the complainant’s response, we stand by the way in which this issue was handledHaving a cancellation policy is business practice in the hotel industry and our cancellation policy appears to be less restrictive than most at hours before the date of arrivalThe complainant continues to mention the name of a person who has not worked at the hotel for over years. We continue to stand by our initial reply and a resolution was reached at the time of reservation to move the credit card charge to a future date without penaltyAt no point did we ever offer or agree to refund money for cancellationThe offer still stands to apply the charge to a future date and we will leave the window open to take advantage of our offer by the end of Thank you

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

In response to complaint [redacted] filed on 4/14/2017: Upon review of the information provided, our records indicate that the guest reserved a room via a 3rd party online website (Hotels.com) on 12/18/2016. After completing the booking, which includes providing credit card information and agreement...

to posted hotel reservation and cancellation policies, the guest called the hotel directly to cancel the reservation stating we had changed her reservation dates. The following policy is clearly stated and taken directly from the 3rd party website the guest booked her reservation through: You can cancel free of charge until 2 days before arrival. You'll be charged the first night if you cancel in the 2 days before arrival.  When the guest called the hotel back on 12/18/2016, we explained to the guest that the booking was past our cancellation policy and had been charged. As a courtesy after obtaining management approval, we offered to apply the credit to a future date of the guest’s choice. The guest reservation was inside of our 48 hour cancellation period, our representative informed the guest that her credit card had already been charged for the night stay but offered to apply the charge to a future date of the guest’s choice as a courtesy. The guest accepted the resolution and the reservation was changed to another date in January 2017. After the guest failed to arrive for the modified reservation in January, the charge was applied to the reservation as a no-show. 4-6 weeks later we received a notification that the guest had disputed the charge on her credit card. We challenged the dispute with the credit card company by providing evidence and the above documentation, and won the challenge therefore the charge remained. We believe this complaint to be an unjust attempt to force our hotel into giving a refund to her credit card by tarnishing our reputation and good standing with the Revdex.com. This complaint was filed 4 months after the reservation was booked, even after her own credit card company sided with us on the matter. The complainant never actually stayed at our hotel as a guest and no contact was ever made with her after the original issue was deemed resolved.