The Wellington Resort

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].   Here is my correct phone number - [redacted]
[If the Wellington Resort has a strong policy of charging its guest a cancellation fee  then I believe they should make it clear to their guest when the guest are making a reservation.  Please see the screen shots for making a reservation -  again there is nothing telling me that I am going to be charged a  firm cancelation fee.    My suggestion is it should be in the “Good to Know” section in bold                   Also I my first request to the Wellington Resort asking for a cancellation without a being charged a fee was on September 24, 2017   so why would the Wellington Resort send me this email telling me to finish my [redacted] – and it will have a FREE CANCELLATION – PAY AT THE RESORT  -  This is totally false advertising.         I feel I was not informed clearly when [redacted] my reservation, that I would have to obtain a very hefty cancellation fee.   When I realized I was being charged a fee I immediately contacted the resort and [redacted].com.   For a company in the hospitality industry the Wellington Resort has not acting in a very inviting way.    
Regards,
[redacted]

In response to the recent complaint by [redacted] we have attached a file with our [redacted].com reservation that comes through on our end as well as [redacted].com's confirmation sent to the guest/booker. It clearly states the cancellation policy at the bottom of both sheets. The reservation was made...

within the 30 day cancellation policy therefore no refund will be given.  After numerous attempts to contact Mr. [redacted] with the phone number provided we were unsuccessful. Mrs. [redacted] however has sent multiple emails and has contacted us via phone twice. We have allowed them to modify their reservation to one day per their request at no extra cost. A request they have made after informing them we could not refund their deposit was the following....Re: Your [redacted] at Wellington ResortDear Wellington Management TeamOne of the guest in our party has a medical conditon and is requesting that we obtain the following information from your resort.We requesting a copy of the MSDS (Material Safety Data Sheets) for all of the cleaning products that your cleaning staff uses, also include the products used for washing the sheets, towels, pool chemicals, and any pesticides use for insect/bugs treatments (this would also include lawn treatments).thank you for your cooperation.[redacted] and [redacted]We will not be charging the second night as a courtesy to the customer, but will remain firm with our cancellation policy. We are a timeshare and our owners depend on the funds made through our rentals. Thank you very much,[redacted]Wellington Resort