Two Bunch Palms Resort & Spa

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12613376, and find that this resolution is satisfactory to me

Dear Miriam, Thank You for allowing us to investigate the complaint and provide you with our feedback What I understood from my team was that this was a same day booking through our website and when the guest arrived later in the evening she was accompanied by a child of the age and was denied accessI am attaching our reservations policy from our website, and as you can see the first line states “all guest must be over the age of to have access to the resort.” The guest also received an automated confirmation shortly after booking, in which the same notification is mentioned twice I’ve highlighted this in yellowFurthermore, when booking online there is only the option to add adults and there is no option to add children [redacted] , my Director of Reservations, offered a 50% refund in good faith as we could not resell the room The guest was also very apologetic upon arrival for not reading the confirmationShe had booked the reservation for adults, but it is clear that adult means 18+ at our property and in generalShe would have found that when booking, that there is no option to book children on the propertyI will reach out to Mrs [redacted] and offer her a full refund as a gesture of good faith, however this error is entirely her fault and my team has handled the situation as best they could with integrity, respect and generosityShould you have any further question kindly reach out to me directly Warmest regards, [redacted] General Manager TWO BUNCH PALMS [redacted] Desert Hot Springs, CA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12613376, and find that this resolution is satisfactory to me.

Dear Miriam, Thank You for allowing us to investigate the complaint and provide you with our feedback.  What I understood from my team was that this was a same day booking through our website and when the guest arrived later in the evening she was accompanied by a child of the age 13 and was...

denied access. I am attaching our reservations policy from our website, and as you can see the first line states “all guest must be over the age of 18 to have access to the resort.” The guest also received an automated confirmation shortly after booking, in which the same notification is mentioned twice.  I’ve highlighted this in yellow. Furthermore, when booking online there is only the option to add adults and there is no option to add children.  [redacted], my Director of Reservations, offered a 50% refund in good faith as we could not resell the room.  The guest was also very apologetic upon arrival for not reading the confirmation. She had booked the reservation for 2 adults, but it is clear that adult means 18+ at our property and in general. She would have found that when booking, that there is no option to book children on the property. I will reach out to Mrs. [redacted] and offer her a full refund as a gesture of good faith, however this error is entirely her fault and my team has handled the situation as best they could with integrity, respect and generosity. Should you have any further question kindly reach out to me directly.   Warmest regards,     [redacted] General Manager   TWO BUNCH PALMS [redacted] Desert Hot Springs, CA 92240