We reviewed this case again and again.Casulo Hotel's policy does not state that " The Hotel will charge the credit card the day the reservations are made." We do have the confirma.tion letters showed in Past. Chronological Transactions. These confirmation letters ([redacted] and [redacted]) had been sent to the guest on 08/30/2017. We agree to return $869.40 for the reservation [redacted] which we did not sent the confirmation letter. Please view the attached paper which includes: 3 pages Cancellation confirmation letters which include the fees 2 pages Our hotel Chronological transactions which show the confirmation letter was emailed on the day they made the reservation . 1 page A copy of the guest folio which shows the email address. This just confirms which email the confirmation letters were sent to, 1 Hotel policites2 letters which we sent to guest and Revdex.com on 8/27/2017
The reservations made were for our "Black out", "Special Event" dates, these reservations even if cancelled will still be charged once canceled. The guest did get confirmation letters which stated our "Black out" , "Special Event” dates_ These dates are also stated on our wcbsitc. The...
J,lancellation request was also processed on October 30th' 2016 and an email sent of the cancellation penalty fees applied. In order for us to have considered waiving' any fees we offer a 24hour courtesy hold on of the room, which means if canceled within 24 hours of booking no fee would apply. Unfortunately due to the length of time and when the reservations were cancelled this is not possible. Please view the attached paper which includes: 3 pages Cancellation confirmation letters which include the fees 2 pages Our hotel Chronological transactions which show the confirmation letter was emailed on the day they made the reservation . I page A copy of the guest folio which shows the email address. This just confirms which email the confirmation letters were sent to.
Complaint: [redacted]
I am rejecting this response because 1- I was not aware those were non refundable dates as the hotel did not explicitly sat those dates were special dates. I would've never purchased it if I was aware of that. I only learned that once I called the hotel. My second call to the hotel I got hung on and received a phony email. ([redacted]). Obviously, the lady at the front desk had no interest in helping me. Second, I called the hotel on Monday I believe for an update and Paula at the front desk informed me the GM would get my message and contact me. I have heard nothing thus far. She provide me with the correct email to which I just wrote. She also did say my request us pending approval. It seems the hotel is not being very cooperative, and I would like to request a call made to me this week with a status update, otherwise I would submit a claim to the FTC and have them handle it as I believe I have been very patient. My booking we almost 1000$. This is plain false advertising and bad business practice
Regards,
[redacted]
Thank you for your time and interest in the Casulo Hotel, We work hard to deliver a positive overall experience for all past and incoming guests. Unfortunately with the third party bookings as stated once the reservation is confirmed online by the guest, all prepaid reservations are non-refundable....
When booking online the guest is offered a lower rate this being the prepaid net rate. The difference in booking online can save the guest up to 50% off at times. This discount is significant and may vary due to higher occupancy nights or special events. All promotional deals and discounted rates booked are non-refundable once booked through the third party. The cancellation policy is made clear before confirming your reservations and submitting personal payment information. We do apologize if any of the information was misinterpreted or made unclear on the cancelation policy. Thank you kindly, Casulo Hotel
[redacted]
We reviewed this case again and again.Casulo Hotel's policy does not state that " The Hotel will charge the credit card the day the reservations are made." We do have the confirma.tion letters showed in Past. Chronological Transactions. These confirmation letters ([redacted] and [redacted]) had been sent to the guest on 08/30/2017. We agree to return $869.40 for the reservation [redacted] which we did not sent the confirmation letter. Please view the attached paper which includes: 3 pages Cancellation confirmation letters which include the fees 2 pages Our hotel Chronological transactions which show the confirmation letter was emailed on the day they made the reservation . 1 page A copy of the guest folio which shows the email address. This just confirms which email the confirmation letters were sent to, 1 Hotel policites2 letters which we sent to guest and Revdex.com on 8/27/2017
The reservations made were for our "Black out", "Special Event" dates, these reservations even if cancelled will still be charged once canceled. The guest did get confirmation letters which stated our "Black out" , "Special Event” dates_ These dates are also stated on our wcbsitc. The...
J,lancellation request was also processed on October 30th' 2016 and an email sent of the cancellation penalty fees applied. In order for us to have considered waiving' any fees we offer a 24hour courtesy hold on of the room, which means if canceled within 24 hours of booking no fee would apply. Unfortunately due to the length of time and when the reservations were cancelled this is not possible. Please view the attached paper which includes: 3 pages Cancellation confirmation letters which include the fees 2 pages Our hotel Chronological transactions which show the confirmation letter was emailed on the day they made the reservation . I page A copy of the guest folio which shows the email address. This just confirms which email the confirmation letters were sent to.
Complaint: [redacted]
I am rejecting this response because 1- I was not aware those were non refundable dates as the hotel did not explicitly sat those dates were special dates. I would've never purchased it if I was aware of that. I only learned that once I called the hotel. My second call to the hotel I got hung on and received a phony email. ([redacted]). Obviously, the lady at the front desk had no interest in helping me. Second, I called the hotel on Monday I believe for an update and Paula at the front desk informed me the GM would get my message and contact me. I have heard nothing thus far. She provide me with the correct email to which I just wrote. She also did say my request us pending approval. It seems the hotel is not being very cooperative, and I would like to request a call made to me this week with a status update, otherwise I would submit a claim to the FTC and have them handle it as I believe I have been very patient. My booking we almost 1000$. This is plain false advertising and bad business practice
Regards,
[redacted]
Thank you for your time and interest in the Casulo Hotel, We work hard to deliver a positive overall experience for all past and incoming guests. Unfortunately with the third party bookings as stated once the reservation is confirmed online by the guest, all prepaid reservations are non-refundable....
When booking online the guest is offered a lower rate this being the prepaid net rate. The difference in booking online can save the guest up to 50% off at times. This discount is significant and may vary due to higher occupancy nights or special events. All promotional deals and discounted rates booked are non-refundable once booked through the third party. The cancellation policy is made clear before confirming your reservations and submitting personal payment information. We do apologize if any of the information was misinterpreted or made unclear on the cancelation policy. Thank you kindly, Casulo Hotel
[redacted]