Fort Verde Suites

[redacted] is completely fabricating her storyI received one phone call to book the room, and a second call the following day at 6am from the daughter to cancel the bookingThe daugher started the conversation by stating she’d already contacted the Revdex.com prior to calling me to cancelThat was the extent of my conversations w/herI am the only person who was here, the only one who answers the phone, and I would NEVER have said ANY of the things she’s claimed I said When I booked the room I told her I had to have payment or I couldn’t hold the roomThis is standard policyShe asked about our cancellation policies and I told her she was booking hrsprior to her stay and we would not be able to refund the moneyShe said “ok” and proceeded to give me her credit card informationThere is nothing to resolve because she was fully aware of the transactionIt’s not our fault that her bank account was overdrawn as a result of her decision to book the room

Response to Complaint ID # [redacted] , on behalf of Fort Verde Suites, regarding [redacted] ’s statement: On August 26, at 9:am, Fort Verde Suites received a call from *** [redacted] She asked to book a room at our motel for August – Sept 1, I stated the total cost of the room for two nights, and we proceeded to create the bookingAfter entering her name, email & other personal information, I told her I was ready to take the credit card paymentShe said she wanted to pay cash upon arrival, and I explained to her that I could not process her reservation without paymentShe replied that she understoodThe dates she selected was a holiday weekend, and we only had rooms leftShe asked if she could cancel, if necessary I explained the 7-day cancellation policy and told her that we would not be able to refund the money per our cancellation policyI added that she would have had to make the reservation earlier to be eligible for a refundMs [redacted] proceeded to give me her credit card information to pay for the roomI processed the credit card and told her she would receive an email in a few minutes with her confirmation number, and receipt for her paymentI thanked her for choosing us, and we ended the call At am on August 28, 2014, I received a call from a woman who stated she was ***’s daughterShe wanted to cancel the reservationShe was confrontational from the beginning of the callShe said her father was on dialysis, and she received news the previous night that he may only have a few days leftShe wanted to go be with himI stated I was sorry to hear about her father, then explained our 7-day cancellation policy, and said I was not authorized to refund the money with such short noticeShe argued that we could not charge for services they had not received, and that she had already contacted the Revdex.com on her mother’s behalf before she called me to cancel the booking I’m sorry I do not remember the daughter’s name, but this lady insisted that we had to refund the money, and that due to our charging the credit card, the bank account was overdrawnShe asked if we were going to pay those feesI remained polite, and told the lady that we have no control over the bank’s policies, but we would not pay any overdraft feesI also explained that we always receive payment for the room at the time it is booked, and that this is standard practiceI added that I would cancel the reservation, but could not refund the paymentI did tell her I would contact the owners with her request; however, I did not expect the outcome would changeI did contact the owners, and the outcome did not changeI did not hear from Ms [redacted] or her daughter after the initial call was made to cancel the booking If anyone visits our website at www.fvsuites.com they will find they must pay for the room at the time they bookThis is standard practiceOur cancellation policy is plainly stated on our website and on the Booking Receipt the guest receives at the time they book a roomWhether booked on-line, by phone, or in person, payment must be made to secure the roomBelow is a copy of the receipt sent to Ms [redacted] after we cancelled her roomShe also received this same receipt marked “Paid” at the time she booked the roomExpecting a refund with only a hour notice is not possible Respectfully, *** [redacted] , Mgr Fort Verde Suites *** [redacted] Camp Verde, AZ ###-###-#### Fort Verde Suites booking invoice Cancelled Fort Verde Suites Fort Verde Suites SMain Street Camp Verde, AZ [redacted] ( [redacted] ) Sunset Place SW Albuquerque, AZ, United States ###-###-#### Booking ID: MMNP- Created: August 26, Booking Date: August 30, Total (USD): $ Item Rate Amount King Room kingroom Sat Aug - Mon Sep Qty: x Night @ $ x Night @ $(Weekend Rate) $ Sub-Total: $ Arizona Hospitality Tax (13.325%): $ Total: $ Amount Paid: $ PDF (Print) Payments: 08/26/$(Visa ***) CHECK IN/OUT - Our chetime is 3:00pm, but if you require an early cheplease let us know prior to your arrival date and we will accommodate you if possible Our check-out time is 11:00am unless previous arrangements have been made Late check-out is available for an additional charge SMOKING POLICY - We are a 100% smoke free hotel which means we do not allow smoking in our guest roomsA $discovery charge will be applied for any smoking inside one of our rooms We have established designated smoking areas at our hotel for the convenience of our guestsPET POLICY – We allow well behaved dogs up to pounds to stay at our hotel, max of dogs per room Pets must be leashed when outside due to safety concerns and in accordance with the state's leash lawPets are not allowed to be left alone in rooms unless crated and only then for a very brief time, barking and disturbing other guests will not be tolerated Pets must immediately be cleaned up after doing their business For your convenience we have dog runs and scoops located at the east end of our hotel A discovery fee of $per occurrence will be added for any undisclosed petsHOUSEKEEPING - Consistent with our conservation efforts we do not change out linens or towels unless your stay is more than a week or by requestAs a limited housekeeping hotel, we do not make up beds or provide room service on a daily basis, but if you need additional towels, coffee, etc these items can be picked up from the front desk anytimeQUIET TIME – We encourage our guests to have a good time, but being disruptive to other guests will not be tolerated Quiet time at our hotel is 10pm to 7am, so please use common courtesy CANCELLATION POLICY – Your reservation is paid in full at time of booking Should you need to cancel your reservation for any reason, please notify us at least days prior to your arrival date and we will be happy to provide you with a full refund To process a cancellation, please call our hotel office and talk to the m***ger on duty, no email cancellations will be acceptedMISCELLANEOUS - We expect all guests to follow the good general rule of leaving a place better than you found itAll rooms receive a post-occupancy inspection and by booking a reservation you acknowledge responsibility for any damages or theft incurred during your stay, which will be charged to your credit cardLIABILITY - It is your responsibility to take care of yourself, your guests and your dependantsWe are not liable for any accidents, injuries or loss of any kindQUESTIONS? - Call us at (928) 567-or email us at [email protected] Thank you very much for your patronage and we look forward to your arrival!

Response
to Complaint ID # [redacted], on behalf of Fort Verde Suites, regarding [redacted]’s statement:
On August 26, 2014 at 9:28 am, Fort Verde Suites received a call from [redacted]. She asked to book a room at our motel for August 30 – Sept...

1, 2014. I stated the total cost of the room for two nights, and we proceeded to create the booking. After entering her name, email & other personal information, I told her I was ready to take the credit card payment. She said she wanted to pay cash upon arrival, and I explained to her that I could not process her reservation without payment. She replied that she understood. The dates she selected was a holiday weekend, and we only had 2 rooms left. She asked if she could cancel, if necessary.  I explained the 7-day cancellation policy and told her that we would not be able to refund the money per our cancellation policy. I added that she would have had to make the reservation earlier to be eligible for a refund. Ms [redacted] proceeded to give me her credit card information to pay for the room. I processed the credit card and told her she would receive an email in a few minutes with her confirmation number, and receipt for her payment. I thanked her for choosing us, and we ended the call.
At 6 am on August 28, 2014, I received a call from a woman who stated she was [redacted]’s daughter. She wanted to cancel the reservation. She was confrontational from the beginning of the call. She said her father was on dialysis, and she received news the previous night that he may only have a few days left. She wanted to go be with him. I stated I was sorry to hear about her father, then explained our 7-day cancellation policy, and said I was not authorized to refund the money with such short notice. She argued that we could not charge for services they had not received, and that she had already contacted the Revdex.com on her mother’s behalf before she called me to cancel the booking.
I’m sorry I do not remember the daughter’s name, but this lady insisted that we had to refund the money, and that due to our charging the credit card, the bank account was overdrawn. She asked if we were going to pay those fees. I remained polite, and told the lady that we have no control over the bank’s policies, but we would not pay any overdraft fees. I also explained that we always receive payment for the room at the time it is booked, and that this is standard practice. I added that I would cancel the reservation, but could not refund the payment. I did tell her I would contact the owners with her request; however, I did not expect the outcome would change. I did contact the owners, and the outcome did not change. I did not hear from Ms [redacted] or her daughter after the initial call was made to cancel the booking.
 
If anyone visits our website at www.fvsuites.com they will find they must pay for the room at the time they book. This is standard practice. Our cancellation policy is plainly stated on our website and on the Booking Receipt the guest receives at the time they book a room. Whether booked on-line, by phone, or in person, payment must be made to secure the room. Below is a copy of the receipt sent to Ms [redacted] after we cancelled her room. She also received this same receipt marked “Paid” at the time she booked the room. Expecting a refund with only a 48 hour notice is not possible.
Respectfully,
[redacted], Mgr
Fort Verde Suites
[redacted]
Camp Verde, AZ  86322
###-###-####
Fort Verde Suites
booking invoice
Cancelled
Fort Verde Suites
Fort Verde Suites
628 S. Main Street
Camp Verde, AZ 86322
[redacted]
([redacted])
159 Sunset Place SW
Albuquerque, AZ, 87105
United States
###-###-####
Booking ID:
MMNP-260814
Created:
August 26,
2014
Booking
Date:
August 30,
2014
Total (USD):
$147.30
Item
Rate
Amount
King
Room
kingroom
Sat Aug 30 2014 - Mon Sep 1 2014
Qty: 1 x 1 Night @
$59.99
1 x 1 Night @ $69.99 (Weekend Rate)
$129.98
Sub-Total:
$129.98
21030505 Arizona
Hospitality Tax (13.325%):
$17.32
Total:
$147.30
Amount Paid:
$147.30
PDF (Print)
Payments: 08/26/14 $147.30 (Visa [redacted])
CHECK IN/OUT - Our normal check-in time is 3:00pm, but if you require an early check-in please let us know prior to your arrival date and we will accommodate you if possible.  Our normal check-out time is 11:00am unless previous arrangements have been made.  Late check-out is available for an additional charge.
SMOKING POLICY - We are a 100% smoke free hotel which means we do not allow smoking in our guest rooms. A $100 discovery charge will be applied for any smoking inside one of our rooms.  We have established 3 designated smoking areas at our hotel for the convenience of our guests. PET POLICY – We allow well behaved dogs up to 25 pounds to stay at our hotel, max of 2 dogs per room.  Pets must be leashed when outside due to safety concerns and in accordance with the state's leash law. Pets are not allowed to be left alone in rooms unless crated and only then for a very brief time, barking and disturbing other guests will not be tolerated.  Pets must immediately be cleaned up after doing their business.  For your convenience we have dog runs and scoops located at the east end of our hotel.  A discovery fee of $100 per occurrence will be added for any undisclosed pets. HOUSEKEEPING - Consistent with our conservation efforts we do not change out linens or towels unless your stay is more than a week or by request. As a limited housekeeping hotel, we do not make up beds or provide room service on a daily basis, but if you need additional towels, coffee, etc these items can be picked up from the front desk anytime. QUIET TIME – We encourage our guests to have a good time, but being disruptive to other guests will not be tolerated.  Quiet time at our hotel is 10pm to 7am, so please use common courtesy.  CANCELLATION POLICY – Your reservation is paid in full at time of booking.  Should you need to cancel your reservation for any reason, please notify us at least 7 days prior to your arrival date and we will be happy to provide you with a full refund.  To process a cancellation, please call our hotel office and talk to the m[redacted]ger on duty, no email cancellations will be accepted. MISCELLANEOUS - We expect all guests to follow the good general rule of leaving a place better than you found it. All rooms receive a post-occupancy inspection and by booking a reservation you acknowledge responsibility for any damages or theft incurred during your stay, which will be charged to your credit card. LIABILITY - It is your responsibility to take care of yourself, your guests and your dependants. We are not liable for any accidents, injuries or loss of any kind. QUESTIONS? - Call us at (928) 567-0275 or email us at [email protected]
Thank you very much for your patronage and we look forward to
your arrival!

[redacted] is completely fabricating her story. I received one phone call to book the room, and a second call the following day at 6am from the daughter to cancel the booking. The daugher started the conversation by stating she’d already contacted the Revdex.com prior to calling me to cancel. That was the extent of my conversations w/her. I am the only person who was here, the only one who answers the phone, and I would NEVER have said ANY of the things she’s claimed I said.  When I booked the room I told her I had to have payment or I couldn’t hold the room. This is standard policy. She asked about our cancellation policies and I told her she was booking 48 hrs. prior to her stay and we would not be able to refund the money. She said “ok” and proceeded to give me her credit card information. There is nothing to resolve because she was fully aware of the transaction. It’s not our fault that her bank account was overdrawn as a result of her decision to book the room.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not statisfied with this resolution because the Manager is not telling the truth. My daughter spoke with her the last time we were in contact with the office and [redacted] stated that she would send the refund back but needed to send it to an outside company who deals with their credit card payments. [redacted] also did not state that every time we called to try to speak with the Manager ([redacted]) they liked and said she was not the manager or the manager was out. It tooks us a few calls before [redacted] Admitted she was the Manager.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not statisfied with this resolution because the Manager is not telling the truth. My daughter spoke with her the last time we were in contact with the office and [redacted] stated that she would send the refund back but needed to send it to an outside company who deals with their credit card payments. [redacted] also did not state that every time we called to try to speak with the Manager ([redacted]) they liked and said she was not the manager or the manager was out. It tooks us a few calls before [redacted] Admitted she was the Manager.

Regards,

[redacted] is completely fabricating her story. I received one phone call to book the room, and a second call the following day at 6am from the daughter to cancel the booking. The daugher started the conversation by stating she’d already contacted the Revdex.com prior to calling me to cancel. That was the extent of my conversations w/her. I am the only person who was here, the only one who answers the phone, and I would NEVER have said ANY of the things she’s claimed I said.  When I booked the room I told her I had to have payment or I couldn’t hold the room. This is standard policy. She asked about our cancellation policies and I told her she was booking 48 hrs. prior to her stay and we would not be able to refund the money. She said “ok” and proceeded to give me her credit card information. There is nothing to resolve because she was fully aware of the transaction. It’s not our fault that her bank account was overdrawn as a result of her decision to book the room.

Response

to Complaint ID # [redacted], on behalf of Fort Verde Suites, regarding [redacted]’s statement:

On August 26, 2014 at 9:28 am, Fort Verde Suites received a call from [redacted]. She asked to book a room at our motel for August 30 – Sept...

1, 2014. I stated the total cost of the room for two nights, and we proceeded to create the booking. After entering her name, email & other personal information, I told her I was ready to take the credit card payment. She said she wanted to pay cash upon arrival, and I explained to her that I could not process her reservation without payment. She replied that she understood. The dates she selected was a holiday weekend, and we only had 2 rooms left. She asked if she could cancel, if necessary.  I explained the 7-day cancellation policy and told her that we would not be able to refund the money per our cancellation policy. I added that she would have had to make the reservation earlier to be eligible for a refund. Ms [redacted] proceeded to give me her credit card information to pay for the room. I processed the credit card and told her she would receive an email in a few minutes with her confirmation number, and receipt for her payment. I thanked her for choosing us, and we ended the call.

At 6 am on August 28, 2014, I received a call from a woman who stated she was [redacted]’s daughter. She wanted to cancel the reservation. She was confrontational from the beginning of the call. She said her father was on dialysis, and she received news the previous night that he may only have a few days left. She wanted to go be with him. I stated I was sorry to hear about her father, then explained our 7-day cancellation policy, and said I was not authorized to refund the money with such short notice. She argued that we could not charge for services they had not received, and that she had already contacted the Revdex.com on her mother’s behalf before she called me to cancel the booking.

I’m sorry I do not remember the daughter’s name, but this lady insisted that we had to refund the money, and that due to our charging the credit card, the bank account was overdrawn. She asked if we were going to pay those fees. I remained polite, and told the lady that we have no control over the bank’s policies, but we would not pay any overdraft fees. I also explained that we always receive payment for the room at the time it is booked, and that this is standard practice. I added that I would cancel the reservation, but could not refund the payment. I did tell her I would contact the owners with her request; however, I did not expect the outcome would change. I did contact the owners, and the outcome did not change. I did not hear from Ms [redacted] or her daughter after the initial call was made to cancel the booking.

 

If anyone visits our website at www.fvsuites.com they will find they must pay for the room at the time they book. This is standard practice. Our cancellation policy is plainly stated on our website and on the Booking Receipt the guest receives at the time they book a room. Whether booked on-line, by phone, or in person, payment must be made to secure the room. Below is a copy of the receipt sent to Ms [redacted] after we cancelled her room. She also received this same receipt marked “Paid” at the time she booked the room. Expecting a refund with only a 48 hour notice is not possible.

Respectfully,

[redacted], Mgr

Fort Verde Suites

[redacted]

Camp Verde, AZ  86322

###-###-####

Fort Verde Suites

booking invoice

Cancelled

Fort Verde Suites

Fort Verde Suites

628 S. Main Street

Camp Verde, AZ 86322

([redacted])

159 Sunset Place SW

Albuquerque, AZ, 87105

United States

###-###-####

Booking ID:

MMNP-260814

Created:

August 26,

2014

Booking

Date:

August 30,

2014

Total (USD):

$147.30

Item

Rate

Amount

King

Room

kingroom

Sat Aug 30 2014 - Mon Sep 1 2014

Qty: 1 x 1 Night @

$59.99

1 x 1 Night @ $69.99 (Weekend Rate)

$129.98

Sub-Total:

$129.98

21030505 Arizona

Hospitality Tax (13.325%):

$17.32

Total:

$147.30

Amount Paid:

$147.30

PDF (Print)

Payments: 08/26/14 $147.30 (Visa [redacted])

CHECK IN/OUT - Our normal check-in time is 3:00pm, but if you require an early check-in please let us know prior to your arrival date and we will accommodate you if possible.  Our normal check-out time is 11:00am unless previous arrangements have been made.  Late check-out is available for an additional charge.

SMOKING POLICY - We are a 100% smoke free hotel which means we do not allow smoking in our guest rooms. A $100 discovery charge will be applied for any smoking inside one of our rooms.  We have established 3 designated smoking areas at our hotel for the convenience of our guests. PET POLICY – We allow well behaved dogs up to 25 pounds to stay at our hotel, max of 2 dogs per room.  Pets must be leashed when outside due to safety concerns and in accordance with the state's leash law. Pets are not allowed to be left alone in rooms unless crated and only then for a very brief time, barking and disturbing other guests will not be tolerated.  Pets must immediately be cleaned up after doing their business.  For your convenience we have dog runs and scoops located at the east end of our hotel.  A discovery fee of $100 per occurrence will be added for any undisclosed pets. HOUSEKEEPING - Consistent with our conservation efforts we do not change out linens or towels unless your stay is more than a week or by request. As a limited housekeeping hotel, we do not make up beds or provide room service on a daily basis, but if you need additional towels, coffee, etc these items can be picked up from the front desk anytime. QUIET TIME – We encourage our guests to have a good time, but being disruptive to other guests will not be tolerated.  Quiet time at our hotel is 10pm to 7am, so please use common courtesy.  CANCELLATION POLICY – Your reservation is paid in full at time of booking.  Should you need to cancel your reservation for any reason, please notify us at least 7 days prior to your arrival date and we will be happy to provide you with a full refund.  To process a cancellation, please call our hotel office and talk to the m[redacted]ger on duty, no email cancellations will be accepted. MISCELLANEOUS - We expect all guests to follow the good general rule of leaving a place better than you found it. All rooms receive a post-occupancy inspection and by booking a reservation you acknowledge responsibility for any damages or theft incurred during your stay, which will be charged to your credit card. LIABILITY - It is your responsibility to take care of yourself, your guests and your dependants. We are not liable for any accidents, injuries or loss of any kind. QUESTIONS? - Call us at (928) 567-0275 or email us at [email protected]

Thank you very much for your patronage and we look forward to

your arrival!