Yampah Hot Springs & Spa, LLC

HelloMy manager and I have been reviewing your response,when a client does not arrive for a scheduled appointment, we have a manager or assistant manager contact the individualWhen we do not get a response by the end of the day we charge the card that is on file to hold the reservation. Thank you

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*** My issue has been resolvedThank you

Complaint: ***
I am rejecting this response because: "manager" who called never mentioned your "policy" or you'd be charging my accountI'll record the voice mail from another phone and post it here
Regards,
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Our desk clerks take credit card numbers to hold appointments We tell the customer at the time of booking that we need a cc number to hold the reservation and if it is on the same day we tell the customer that it is a secure appointment and that we will charge them if they do not show up
If the appointment is taken more than hours in advance we tell the customer that we must have hours notice to change or cancel the reservation Our policy is printed on our brochure and stated on our web site Our clerks are trained to automatically tell the customer that this is the reason that we are asking for their CC#, to hold that space for them Thank you

Complaint: [redacted]
I am rejecting this response because: the front desk clerk must not have been trained properly. They did not mention a 24 hour cancellation policy nor did he mention same day appointments are locked in. A fee was never mentioned either. Our office has a cancellation policy as well so I can understand that but when a price and policy isn't mentioned what so ever I don't feel the guests should have to pay. Our exams are 120 we charge a cancellation fee of 35 not the full price. How was I to know you'd charge 50 a person in the amount of the pedicures we didn't recieve. When taking appointments you must say what exactly your taking the card number for not "to hold your appointment" this is a tourists place and things are done differently every where. You can't just assume patients know your policy. I even received a voice mail from them to reschedule which also never mentioned a charge or price. 
Regards,
[redacted]