Little Inn by the Bay

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

Dear [redacted]:This is a response for complaint 1D: [redacted] ([redacted])Mr. [redacted] checked in to our hotel Little Inn By The Bay on 01/31/1015 and departure on 02/01/2015.Upon arrival guest was advised of our security deposit policy. As agreed customer agreed to have $100deposit on his credit...

card. At checkout date 02/0l/2015 we had our housekeeping report stating that therewas no towels left in room. Due to stolen property and room damage, as stated on our registration cards wehave guest leave a $100 deposit. There was a $60 fee applied for stolen property. Guest did reach out to usregarding the charge. Guest was advised of why he was being charged. Guest claimed there had not beenany towels in room. Guest never reported missing towels to none of our staff members. All rooms havetowels among other amenities. All businesses have policies that need to be folJowed. We did receive acharge back notice on 03/11/2015. We replied with the all information needed to the chargebackdepartment. On 03/30/2015 we received a denial notice from the charge back department. The chargebackstatement was that per Visa regulations we are not able to charge credit for damages, theft and loss. Guestshould have been fully refunded. Regards,Little Inn By The Bay[redacted]
[redacted]
[redacted]

Review: My Fiance and I stayed at The Little Inn By the Bay on 1/31/15 for one night. There were no towels when we got into our room, which wasn't a issue to us since we were staying one night and would be leaving first thing in the morning to head home. We live about 45 minutes away so a shower isn't necessary. We noticed a little while later that the Inn had charged my credit card with a $60 charge. When I contacted the Inn it was basically impossible to get into contact with a manger. After repeated attempts I finally was able to speak to a manager; [redacted] who was absolutely the rudest and most off putting person I have ever come across. She did not want to resolve the issue at all, nor did show any concern. After explaining to her multiple times that we did not steal any towels all she kept saying is why wouldn't you call the front desk than if there were no towels and after again repeatedly explaining why having no towels were not an issue to us she told me they're not going to reverse the charge because apparently if their staff makes a mistake the customer should correct it and advise the establishment or we get punished. My fiance and I have made several attempts to resolve this issue without going to court but this business has no customer service skills and frankly does not care about their customers. I have let [redacted] know per our conversation on 3/3/15 that if the money is not refunded my next step would be to file a complaint with the Revdex.com and if the issue still can not be resolved that I will be filing to take The Little Inn By the Bay to Small Claims Court where I will sue to get the $60 refunded as well as compensation for the cost to take this to court, as we have attempted to resolve this in many ways, [redacted]'s reply was "O.K do it". I will be sending the INN a certified letter stating the steps we will take if this can not be resolved in a timely manner.Desired Settlement: The $60 refunded to my Credit Card that was charged.

Business

Response:

Dear [redacted]:This is a response for complaint 1D: [redacted] ([redacted])Mr. [redacted] checked in to our hotel Little Inn By The Bay on 01/31/1015 and departure on 02/01/2015.Upon arrival guest was advised of our security deposit policy. As agreed customer agreed to have $100deposit on his credit card. At checkout date 02/0l/2015 we had our housekeeping report stating that therewas no towels left in room. Due to stolen property and room damage, as stated on our registration cards wehave guest leave a $100 deposit. There was a $60 fee applied for stolen property. Guest did reach out to usregarding the charge. Guest was advised of why he was being charged. Guest claimed there had not beenany towels in room. Guest never reported missing towels to none of our staff members. All rooms havetowels among other amenities. All businesses have policies that need to be folJowed. We did receive acharge back notice on 03/11/2015. We replied with the all information needed to the chargebackdepartment. On 03/30/2015 we received a denial notice from the charge back department. The chargebackstatement was that per Visa regulations we are not able to charge credit for damages, theft and loss. Guestshould have been fully refunded. Regards,Little Inn By The Bay[redacted]

Consumer

Response:

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.

Regards,