The Suites at Waterfront Plaza

Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ Good afternoon, Thank you for writing and I apologize for inconvenienceI have researched our guests comments and would ask that a copy of the confirmation email she received when she made her on-line reservation be forwarded back to meI did some test bookings to confirm that the cancellation policy was clearly displayed while making the reservation for the Advance Purchase option, and that it was also included in the confirmation email, in both cases it wasIf it did not show on the e-mail she received, I need to find out why and make the correction with the company that supports the on-line reservation system so it doesn't happen againI'll be more than happy to refund the $once I receive her e-mail confirmation confirming the errorThe guest can forward the confirmation to my attached email or call me directI'm looking forward to resolving this to everyones satisfaction ASAPThank you Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The disclosure was not clearly displayed or provided when I called to book my roomAttached is what was provided on the website that I agreed toPlease forward the attached disclosure to the business as requested by the business Final Consumer Response / [redacted] (2000, 11, 2015/10/21) */ Final Business Response / [redacted] (4000, 10, 2015/10/21) */ Good Morning, I have a attached a copy of the e-mail confirmation that was sent on 6/16/to the guestOn page can see the Advance Purchase information that explains all the conditions for booking this special discounted room rate and it's specfic cancellation policy, which is different from our cancellation policyThis same information is always presented when making a reservation on our web-site before the acceptance button is clicked by a guestI understand that on the same confirmation in the general hotel policy information section it also states our cancellation policyWith that in mind I can see where it may cause some confusionI will be refunding the $cancellation fee today Thank you for your time and help in resolving this misunderstandingHave a great day

Initial Business Response /* (1000, 5, 2015/10/19) */
Good afternoon,
Thank you for writing and I apologize for inconvenience. I have researched our guests comments and would ask that a copy of the confirmation email she received when she made her on-line reservation be forwarded back to me. I did...

some test bookings to confirm that the cancellation policy was clearly displayed while making the reservation for the Advance Purchase option, and that it was also included in the confirmation email, in both cases it was. If it did not show on the e-mail she received, I need to find out why and make the correction with the company that supports the on-line reservation system so it doesn't happen again. I'll be more than happy to refund the $50.00 once I receive her e-mail confirmation confirming the error. The guest can forward the confirmation to my attached email or call me direct. I'm looking forward to resolving this to everyones satisfaction ASAP. Thank you
Initial Consumer Rebuttal /* (3000, 8, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The disclosure was not clearly displayed or provided when I called to book my room. Attached is what was provided on the website that I agreed to. Please forward the attached disclosure to the business as requested by the business.
Final Consumer Response /* (2000, 11, 2015/10/21) */
Final Business Response /* (4000, 10, 2015/10/21) */
Good Morning,
I have a attached a copy of the e-mail confirmation that was sent on 6/16/15 to the guest. On page 2 can see the Advance Purchase information that explains all the conditions for booking this special discounted room rate and it's specfic cancellation policy, which is different from our normal cancellation policy. This same information is always presented when making a reservation on our web-site before the acceptance button is clicked by a guest. I understand that on the same confirmation in the general hotel policy information section it also states our normal cancellation policy. With that in mind I can see where it may cause some confusion. I will be refunding the $50.00 cancellation fee today.
Thank you for your time and help in resolving this misunderstanding. Have a great day.