Village Comforts

On Tue, Jul 11, at 11:AM, Mike *** [redacted] wrote:Yes, I heard from the company, they have been incredibly professional and quick with their response and have done above and beyond what I could have hoped forI'm sorry I filed a complaint in the first place

Good Afternoon Mr. [redacted] , Thank you for bringing this complaint to our attention. The hotel has been in contact with Ms. [redacted] in regards to this issue on multiple occasions. Below is a brief summary of the incident and the steps that hotel management has taken to rectify the... situation. On May 22nd Ms. [redacted] confirmed a reservation for June 29th. Per hotel policy, one night’s room and tax deposit is required at time of booking to confirm the reservation and the guest is given 72-hours prior to arrival to cancel or change the reservation without penalty On May 23rd the deposit failed to authorize for the amount of room and tax required to hold the reservation On June 2nd the guest was contacted and asked to provide a different form of payment. No response was received from Ms. [redacted] , and as a courtesy we kept the reservation active with the intention of receiving a new form of payment from Ms. [redacted] upon arrival On June 24th Ms. [redacted] confirmed a new reservation for arrival on June 30th through our website using a new form of payment On June 29th Ms. [redacted] failed to arrive for her original reservation On June 30th Ms. [redacted] arrived for her reservation and checked out the following day having paid for her reservation on a separate credit card thus settling this transaction fully On July 10th the no show penalty from June 29th of one-night’s room charge was applied to Ms. [redacted] ’s Visa card in the amount of $259 On July 11th Ms. [redacted] contacted the hotel and spoke to the Front Desk Assistant Manager who adjusted $159 of the room charge to the Visa card used to make the booking On July 13th Ms. [redacted] again contacted the hotel and spoke to the Lead Reservations Agent and we adjusted the remaining $100 amount to the Visa card used the make the booking, fully reimbursing her for the no show reservation from June 29th. At no point during these interactions did we inform Ms. [redacted] we were putting a hold on her bank account, nor do we have the ability to do so. As it stands, The Edgewater has released all funds ($259 USD) that were taken for the no show reservation on June 29th. Funds can take up to 10-days to be returned to a guest account depending on the financial institution. At this time, we do not feel additional compensation is necessary as we have returned all the funds that were initially collected due to the no show penalty as a gesture of good will. Please let us know of any next steps necessary to completely resolve this situation with both the RevDex.com and Ms. [redacted] . Please do not hesitate to contact us should you have any further questions or if additional clarification is needed. Best Regards, Jason [redacted] The Edgewater [redacted] Direct: ###-###-#### [redacted] www.theedgewater.com

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, I also read the response back from the Edgewater Hotel and they fell to mention on the same day I booked the new date for the 30th I called over and spoke to a front desk worker and I was informed by them everything was taking care of with the date change due to me calling within the hr of stayI also talked to someone on the 12th of July and they said that someone in there hotel had made a mistake on there partAnd my bank informed me that you all had a hold on my funds until you all were paidAnd that had to be true every time I pit money in there your hotel took itAnd after calling numerous of times and being told by your staff the managers were always busyI also had a conversation with you all about me reporting my bad experience with this hotelI go to lots of hotels right here in Madison WI and have never had to go through thisThanks for the refund but it needed to be told about your hotel over charging me not once but twiceThe day I stayed and the day I didn't Annette [redacted]

We are prepared to accept this offer so long as the payment is sent within daysIf it is not we will re-open the case and or take it to court. The property manager did not find a hole during the final inspection, nor was there a hole when we moved outOn the paperwork that was sent for the inspection the tub/shower and toilet were checked as being in good conditionThe paperwork that was sent December 16th, marked the repairs to the sub-floor and toilet as December 15th, when there were other tenants living in the propertyThe final inspection was October the 28th, I turned in the keys the same day as the final inspection, yet move-out is marked as October 31,

During their tenancy, the tenant did not report a loose and leaking toilet and a hole in the wall where they damaged the tub. Upon move out some damage was noted to the bathroom floor but the actual cause could not be determined until the repairmen were into the actual repairs. We feel
that the tenant should be responsible for damage cause under his watch because it would have been much less significant had it been reported earlyThat being said, we have been willing all along to work with the tenant on an acceptable resolution but they refused to discuss the matter with us in order to come to an agreeable solution. We have called to do so several times and they would not discuss it.In their complaint, they also omitted the damage to the vanity which was also on their move out and discussed with them at that time. The repair cost was $** labor and $***.** in parts. They acknowledge owing for carpet cleaning and deodorizing which was $$***.**. If we eliminate the charges that they dispute, and include the vanity repair, they would receive a refund of $***We would agree to this

Good Afternoon Mr. [redacted],   Thank you for bringing this complaint to our attention. The hotel has been in contact with Ms. [redacted] in regards to this issue on multiple occasions. Below is a brief summary of the incident and the steps that hotel management has taken to rectify the...

situation.   On May 22nd Ms. [redacted] confirmed a reservation for June 29th. Per hotel policy, one night’s room and tax deposit is required at time of booking to confirm the reservation and the guest is given 72-hours prior to arrival to cancel or change the reservation without penalty On May 23rd the deposit failed to authorize for the amount of room and tax required to hold the reservation On June 2nd the guest was contacted and asked to provide a different form of payment. No response was received from Ms. [redacted], and as a courtesy we kept the reservation active with the intention of receiving a new form of payment from Ms. [redacted] upon arrival On June 24th Ms. [redacted] confirmed a new reservation for arrival on June 30th through our website using a new form of payment On June 29th Ms. [redacted] failed to arrive for her original reservation On June 30th Ms. [redacted] arrived for her reservation and checked out the following day having paid for her reservation on a separate credit card thus settling this transaction fully On July 10th the no show penalty from June 29th  of one-night’s room charge was applied to Ms. [redacted]’s Visa card in the amount of $259 On July 11th Ms. [redacted] contacted the hotel and spoke to the Front Desk Assistant Manager who adjusted $159 of the room charge to the Visa card used to make the booking On July 13th Ms. [redacted] again contacted the hotel and spoke to the Lead Reservations Agent and we adjusted the remaining $100 amount to the Visa card used the make the booking, fully reimbursing her for the no show reservation from June 29th.   At no point during these interactions did we inform Ms. [redacted] we were putting a hold on her bank account, nor do we have the ability to do so. As it stands, The Edgewater has released all funds ($259 USD) that were taken for the no show reservation on June 29th. Funds can take up to 10-days to be returned to a guest account depending on the financial institution. At this time, we do not feel additional compensation is necessary as we have returned all the funds that were initially collected due to the no show penalty as a gesture of good will.   Please let us know of any next steps necessary to completely resolve this situation with both the Revdex.com and Ms. [redacted]. Please do not hesitate to contact us should you have any further questions or if additional clarification is needed.   Best Regards,   Jason [redacted] The Edgewater [redacted] Direct: ###-###-#### [redacted] www.theedgewater.com

On Tue, Jul 11, 2017 at 11:22 AM, Mike [redacted] wrote:Yes, I heard from the company, they have been incredibly professional and quick with their response and have done above and beyond what I could have hoped for. I'm sorry I filed a complaint in the first place.

During their tenancy, the tenant did not report a loose and leaking toilet and a hole in the wall where they damaged the tub.  Upon move out some damage was noted to the bathroom floor but the actual cause could not be determined until the repairmen were into the actual repairs.  We feel...

that the tenant should be responsible for damage cause under his watch because it would have been much less significant had it been reported early. That being said, we have been willing all along to work with the tenant on an acceptable resolution but they refused to discuss the matter with us in order to come to an agreeable solution.  We have called to do so several times and they would not discuss it.In their complaint, they also omitted the damage to the vanity which was also on their move out and discussed with them at that time.  The repair cost was $72 labor and $151.05 in parts.  They acknowledge owing for carpet cleaning and deodorizing which was $$224.95.  If we eliminate the charges that they dispute, and include the vanity repair, they would receive a refund of $597. We would agree to this.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards, I also read the response back from the Edgewater Hotel and they fell to mention on the same day I booked the new date for the 30th I called over and spoke to a front desk worker and I was informed by them everything was taking care of with the date change due to me calling within the 72 hr of stay. I also talked to someone on the 12th of July and they said that someone in there hotel had made a mistake on there part. And my bank informed me that you all had a hold on my funds until you all were paid. And that had to be true every time I pit money in there your hotel took it. And after calling numerous of times and being told by your staff the managers were always busy. I also had a conversation with you all about me reporting my bad experience with this hotel. I go to lots of hotels right here in Madison WI and have never had to go through this. Thanks for the refund but it needed to be told about your hotel over charging me not once but twice. The day I stayed and the day I didn't. 
Annette [redacted]