Greathouse Motel

Complaint: [redacted] I am rejecting this response because:There is no resolutionThis is the same document they keep sending inWhat is the point? I've already gotten resolutionThey are cheatsThey hold onto reservations from Booking.com long enough to say that someone is not submitting a cancellation in timeThat's the issue Sincerely, [redacted]

Dear Revdex.com,We are responding to complaint ID: [redacted] .Summary: Our cancellation policy requires customers to cancel reservations within hoursIf customers fall to cancel with on 72hours, they Will be charged a cancellation fee equal to one night's stayAdditionallyall bookings are made through Booking.com, thisincludes reservations and cancellationsThe customer that submitted this complaint did not cancel their reservation in time asindicated by the email they received (and Included in this complaint) from Booking.comBooking.com stated that they would contactthe hotel to see if we would make an exception and waive the cancellation feeThe customer IS making accusations that thehotel deliberately "held" the reservation in order to charge a cancellation feeWe do not control Booking.comIf the reservation wascancelled in the allotted time frame, Booking.com would have released the reservation without further adoThe customer was upsetand used vulgar and abusive languageWe opted not to waive their cancellation fee.Timeline of events:Customer made a reservation through Booking.com on August 14,with a chedate of August 17,Customer called the motel on August to cancel the reservation and was advised by hotel staff that cancellationsmust be made through Booking.comCustomer cancelled their reservation through Booking.com and received a message from Booking.com indicating thatBooking.com would contact the hotel to see if the hotel would waive the cancellation fee since the cancellation was notmade beyond the hour time frame per hotel policyHotel staff responded to Booking.com that the customer did call the hotel and was instructed to contact Booking.com tomake the cancellation with no comment about waiving the cancellation feeHotel staff opted not to waive the cancellation fee and charged the customer one night's stay per hotel policy

Complaint: ***
I am rejecting this response because:The timeline is not correctThis is not about the cancellationThis is about how they HOLD ONTO the cancellations they receive from Booking.com for days THEN say that people aren't cancelling their reservationTHAT is the issue
1.
I cancelled the reservation the same
day I made it, August Booking.com does not allow you to add any information
within the requestIt simply says they will ask the hotel for a waiver.
2.
I called the hotel directly on the August
15th stating I submitted a cancellation thru the website and the manager said
he couldn't help me as they were waiting for the confirmation for itThey knew
I was cancelling and didn't act upon it!
3.
The morning of the 17th I
finally received confirmation from Booking.com that they cancelled the
reservation but would not waive the chargeAgain, the business says I should
have asked for a waiver, but YOU CANT ASK!!
4.
Called the hotel directly on August
asking if they had received the request from Booking.comThe woman stated
that they did receive the request; ON THE 14THThe very day that I
submitted, which is within hoursYET THEY HELD ONTO THE RESERVATION FOR
DAYS!
5.
The hotel confirmed the cancellation
then charged me for a no-show, even though they knew I was trying to cancel and
had done exactly what they asked by going through Booking.com
6.
On August 20th or so I
received an email from Booking.com stating “hey, the hotel is saying you did a
no-show.” How can I do a no-show when they confirmed I had cancelled?
7.
Responded back to Booking.com saying
I had cancelled and received the auto response that they would update their
records appropriately
There are several issues here
First, the managers do not speak
EnglishThey have a hard time understanding what you are asking or trying to
do and they use that to their advantageI’m sorry, but it’s not my fault they
don’t speak English and must use Booking.com for all their reservationsWe had
been in an auto accident and I told them this on the phone when I called on the
15thMy husband was in the hospital and had they understood English,
they’d know it was a valid cancellation
Second- the actual cancellation
request followed the policy of days by submitting on August 14thThe
hotel held onto the reservation for days before responding to the request
WHY???
Third, if they are having email
issues, my phone call on the 15th, which is days before the actual
reservation, is plenty of time to cancelStandard cancellation is hours for
many other hotels
Fourth-Real customer service says
they should have cancelled the reservation on the 15th when I spoke
to themBETTER YET, they should have cancelled the reservation from
Booking.com which was submitted on the 14th and not held onto it
I can’t believe I’m the only person
this has happened toThem not responding for days to the cancellation
request makes no senseThe only logical reason for not acting upon the request
is because they knew they would charge me stating I didn’t submit the
cancellation in timeBut in the documentation I provided in my initial
complaint, you will see the cancellation submitted timely
I would not waste all this time on
something I was making up nor would I go through all the trouble of submitting
a complaint unless it was accurateIn my initial complaint, I submitted
documentation showing dates and times of cancellations when I sent this
in. I don’t see any of those attachments
within this emailThe hotel’s attachment shows nothing! Simply shows my
reservationNot sure what they are trying to prove with that, but I have
emails and documentation showing all of this that was submitted, so I would
hope you have all of that on file
*** ***

Complaint: [redacted]
I am rejecting this response because:There is no resolution. This is the same document they keep sending in. What is the point? I've already gotten resolution. They are cheats. They hold onto reservations from Booking.com long enough to say that someone is not submitting a cancellation in time. That's the issue. 
Sincerely,
[redacted]

Dear Revdex.com,We are responding to complaint ID: [redacted].Summary: Our cancellation policy requires customers to cancel reservations within 72 hours. If customers fall to cancel with on 72hours, they Will be charged a cancellation fee equal to one night's stay. Additionally. all...

bookings are made through Booking.com, thisincludes reservations and cancellations. The customer that submitted this complaint did not cancel their reservation in time asindicated by the email they received (and Included in this complaint) from Booking.com. Booking.com stated that they would contactthe hotel to see if we would make an exception and waive the cancellation fee. The customer IS making false accusations that thehotel deliberately "held" the reservation in order to charge a cancellation fee. We do not control Booking.com. If the reservation wascancelled in the allotted time frame, Booking.com would have released the reservation without further ado. The customer was upsetand used vulgar and abusive language. We opted not to waive their cancellation fee.Timeline of events:1. Customer made a reservation through Booking.com on August 14,2017 with a check-in date of August 17,2017.1. Customer called the motel on August 15. 2017 to cancel the reservation and was advised by hotel staff that cancellationsmust be made through Booking.com1. Customer cancelled their reservation through Booking.com and received a message from Booking.com indicating thatBooking.com would contact the hotel to see if the hotel would waive the cancellation fee since the cancellation was notmade beyond the 72 hour time frame per hotel policy.2. Hotel staff responded to Booking.com that the customer did call the hotel and was instructed to contact Booking.com tomake the cancellation with no comment about waiving the cancellation fee.3. Hotel staff opted not to waive the cancellation fee and charged the customer one night's stay per hotel policy.