Village Reservation Services

Initial Business Response /* (1000, 5, 2016/07/07) */
Contact Name and Title: *** *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@villagereservations.net
*** check in with us for the 4th of July weekend and unfortunately, due to an error in our computer system, her
reservation was made for a home that was previously booked and she was placed in a different cabinHer reservation was made for guests and her price was based on that factBased on the four guests she said would be coming, our system put her into another home that was walking distance to the lake and villageIt had a hot tub, bbq, wifi and tvsit was clean and ready to go for her and her familyHer note in our system said "Hello, My husband and I along with our two children are very excited to be able to relax days in Big bear and perhaps do some fishing tooThis will be our first time visiting Big Bear and hope to have a very pleasant experienceRespectfully, *** ***." When she arrived, she had brought additional guests with her and the home our system placed her in was no longer suitable for the amount of guests she broughtWe told her that we had another home available, it was a bit older, but would have enough space for everyoneThe only amenity that it was missing was the wifiWe offered her a refund of $When we mentioned the refund amount, she was satisfied with that resolutionShe called saying that the BBQ was too small, so we brought her a larger oneShe called and said that the home didn't have Air Conditioning, which none of our homes provide, but we brought over floor fans to try and help keep the cabin coolEach and any complaint that arose, we addressedShe didn't bring any of the other issues to our attentionThis is the first we are hearing of the additional issues she has brought upWe are willing to provide an additional amount of refund or give her a free night in one of our other cabins, including the one she originally booked, if it's availableWe always work to make sure our guests have a good stay and want to come back and we are very sorry that she didn't have an enjoyable visitPlease have her contact me to resolve this or tell me how to best go about handling this situation
Initial Consumer Rebuttal /* (2000, 9, 2016/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept an additional reasonable amount of refundI wish to be contacted by email only ***@Yahoo.com In addition, I have proof
Of my reservation where it states I reserved for adults childrenI did NOT take additional peopleThe error was made on your end