Sea Side Reservations

In regards to the complaint submitted by Mr. [redacted], we would like to let you know we have been in previous communication with him via email from our company, through another complain he submitted at The [redacted] and through two charge disputes where he claims he did not stay in the condo claiming the full refund and more from what he paid.  At our website www.seasidemexico.com  we don’t advertise that the pool is heated, nor the condominium description offers a heated pool.  That is a part of the common areas that an administration manages, we as a property management company for vacation rentals do not manage nor have control over the common areas.We include a note on our confirmation letters that we cannot be responsible for issues out of our control, the pool being one of them.FORCE MAJEURESea Side Reservations cannot be responsible for lack of electricity due to power outages, whether caused by storms, the electrical company (CFE) issues or by any other means out of our control.  Nor can we be held responsible for water shortages, which occur due to the lack of water in the town of Puerto Peñasco.  We cannot be responsible for weather, acts of nature, and/or other acts of mankind that may impede or otherwise impact your vacation or holiday.  Therefore there will be no refunds.Mr. [redacted] made his last reservations online on March 14, 2015 for 3 nights from April 10 2015 to April 13 2015 then he made his second reservation online on March 20 2015 from April 13 2015 to April 16 2015.  At the moment Mr. [redacted] called before his reservation check in, the pool heater was on. However the Home Owner’s Association maintains the water temperature between 82.5 to 86 degrees. As the ambient temperature increases the pool heat is shut off. While this may not be as warm as Mr. [redacted] likes it does make the pool swimmable year round.  Therefore the water is always maintained at least Mr. [redacted] check in none of the pools at [redacted] nor other Resorts available with Sea Side had heated pools to offer Mr. [redacted]. In Rocky Point there are 8 resorts available on Sea Side Reservations inventory, however there are at least other 4 that are not available with Sea Side Reservations.  Mr. [redacted] rented a condominium from our company.  He has not complained about the condition, quality, or problem with said beachfront condominium.  Mr. [redacted] has discredited himself by submitting false information to his credit card company and by claiming that he never stayed in the unit and had cancelled his reservation. Yet in this complaint claims his vacation was ruined because the pool was not warm enough.We have offered 10% back because Mr. [redacted] was not satisfied with the temperature of the pool. This was completely out of our control. I am not sure why Mr. [redacted] if he was having such a miserable time didn’t cancel the rest of his stay and take a refund for the unused portion of the stay.  Instead he stayed under his own free will even after knowing the temperature of the pool.   We have been trying to work a better solution for Mr. [redacted] however after staying at a beautiful condominium at one of the resorts in Rocky Point for 6 days in a row, its not possible to make a full refund since this money was paid the condominium owner for the rent of their property.  A refund for more then he actually paid is not proportional to staying in a beachfront condo for with no other issues. The enjoyment of the property, beach, and vacation property along with all the other amenities is not solely valued by the heat of the pool.As Mr. [redacted] claim that the Jacuzzi had wires that were exposed. We have taken photos for documentation of all Jacuzzis and inspected them.  There no exposed wires.  We were 100% booked that weekend and had no other complaints about the pool heat or problems with any of the 3 public Jacuzzis. While we feel Mr. [redacted] is taking advantage of his situation by not leaving when he was “miserable” As a measure of good faith we can offer our entire commission back that we made from his reservation of 35% this would be 100% of the money that Seaside Reservations and would represent a net loss by doing business with Mr. [redacted].  We can only offer this if he drops all cc disputes, Revdex.com disputes, this dispute and any other public claims made.[redacted]CEO Schwab OrganizationInternational Family of Business

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.

Sea Side Reservation’s assessments are inaccurate and misleading.   While the discount offered by it was initially acceptable, the such service provider fais to acknowledge that: 1. The alternate (and smaller size) units initially offered could not be used by the family given its arrival at the rented unit during very late hours (over 4 hours longer than warranted, due to a loss of adequate directions from the company as acknowledged by its representative who admitted that she had not been in the unit before) and had to take into account the exhaustion of certain tired family members (senior citizens and children) and also a smaller number of beds in the alternate units . 2. After the initial contact with Mr. [redacted], he was thereafter extremely difficult to get a hold of or could not reached on multiple occasions after the family’s arrival and failed to address a host of complaints (i.e. continuous AC and fan problems, among many others). While this opinion is admittedly subjective, he gave the family the impression that he was avoiding it and the unit’s problems during the stay. (That is, no “open communication” with management was available as stated by Sea Side Reservations, either during the stay and thereafter, but only initially. It should be stressed that the complaint filed with Revdex.com resulted from this lack responses on its part.3. The assessment of (“probably”) having fixed the water problem (“in one hour”) is entirely false, irresponsible and inaccurate, inasmuch as the family went without any water whatsoever since Sunday morning (we understand that no repair was available as it was a “Mexican Holiday”). So much so, that the family members had to go to another unit (which was not close by) but which had water. This circumstance, in itself, should warrant a full refund. Moreover, considering Sea Side Reservations’ assessment that the right thing was done by it by providing adequate assistance during the stay which is untrue.  As indicated beforehand, this experience proved most frustrating and regrettable for the entire family. 

Regards,

Good afternoon,To whoever this may concern, thank you for sending us the complaint information, we have research the guests records with the resort manager.  We apologize for the inconvenience with the AC.  However we do want to clarify that the AC was reported by Mr. [redacted]...

until the morning of October 11th one day after he check in to the condo at noon. Maintenance was called immediately and their response time was within the first 30 minutes of the service call. When they arrive at the condominium they assed the issue which was a thermostat wire that was not sending signal to the unit on the roof and was taken care of that same moment. In no moment the guest was required to go to with the maintenance personnel.  At his check out, which was at about 8:00am, the guest reported that he had some inconveniences during his stay however he did not specify to the front desk clerk, and demanded a compensation for it.  We also have a guest survey that is emailed to guests after their check out to find out how good or bad was their stay on the property however no survey was received on his behalf. We really apologize for the inconvenience, we would prefer that the guest will communicate directly with us before submitting a charge dispute which was not validated since the guests did came and stay at the resort. We are open to provide one night off on a future reservation. Please review and let us know if you need further assistance.Best Regards,[redacted]Executive AssistantSea Side ReservationsPhone [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.The facts are that this happened to us as I stated in my complaint.  I was on the roof of the structure at midnight the first night as I said.  Initially I was helping  the AC tech first find the correct compressor (they are not all well marked), second holding the flashlight for him, and third running up and down the stairwell several times to my room to test it.  The door to the roof is on top of the final stair landing and is normally locked.  The final flight of stairs is not finished (no tile).  In addition to compressors the roof had several satellite dishs that were showing signs of rust.  There was also piles of debris from spanish tile roof repairs Im guessing. I think I have provided plenty of details.  Do they really expect the AC repairman to tell them about the help a guest had to give him to get the problem fixed?  The details about the other nights stay the same, as well as not being able to find someone who could adjust our bill at checkout, or weeks later for that matter.

Regards,

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.

Sea Side Reservation’s assessments are inaccurate and misleading.   While the discount offered by it was initially acceptable, the such service provider fais to acknowledge that: 1. The alternate (and smaller size) units initially offered could not be used by the family given its arrival at the rented unit during very late hours (over 4 hours longer than warranted, due to a loss of adequate directions from the company as acknowledged by its representative who admitted that she had not been in the unit before) and had to take into account the exhaustion of certain tired family members (senior citizens and children) and also a smaller number of beds in the alternate units . 2. After the initial contact with Mr. [redacted], he was thereafter extremely difficult to get a hold of or could not reached on multiple occasions after the family’s arrival and failed to address a host of complaints (i.e. continuous AC and fan problems, among many others). While this opinion is admittedly subjective, he gave the family the impression that he was avoiding it and the unit’s problems during the stay. (That is, no “open communication” with management was available as stated by Sea Side Reservations, either during the stay and thereafter, but only initially. It should be stressed that the complaint filed with Revdex.com resulted from this lack responses on its part.3. The assessment of (“probably”) having fixed the water problem (“in one hour”) is entirely false, irresponsible and inaccurate, inasmuch as the family went without any water whatsoever since Sunday morning (we understand that no repair was available as it was a “Mexican Holiday”). So much so, that the family members had to go to another unit (which was not close by) but which had water. This circumstance, in itself, should warrant a full refund. Moreover, considering Sea Side Reservations’ assessment that the right thing was done by it by providing adequate assistance during the stay which is untrue.  As indicated beforehand, this experience proved most frustrating and regrettable for the entire family. 

Regards,

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 in no way asking for Sea Side Reservations to be responsible for any of the items that you list in your response. There were no power outages, shortages of water or acts of nature. What I am holding you responsible for is that FACT that I called your office to confirm that the pool heater would be turned on during our 7 day stay at your Resort. As stated before, when we arrived at the resort we discovered that the pools were not heated. This is the 2nd time that we have stayed at the resort without the heated pool. This is the entire reason that I called before we booked the stay. I went to the front desk to inquire about the pool being heated. I was informed that the management had made the decision to turn the heater off because there had been a few hot days. This was also confirmed to me by more than one family that lives at the Resort year round. They were just as upset as everyone at the resort as we were that week. I also inquired about the other Sonoran resorts owned by the same company to see if we could switch our room to one of those Resorts. I was informed that the other Resorts had also decided to turn off their heaters. However, after driving to them & checking for ourselves we found that to be incorrect as well. Both of the other Resorts pools were heated. The man that was at the front desk explained to me how upset everyone was with the heater being turned off so early in the season. It was very obvious that he was very uncomfortable talking about it. I overheard many people complaining about the exact same issue with him. He actually showed me a brochure for the resort that stated Heated Pools. However, when I asked for a copy of that he said he was not allowed to hand them out. You have also stated that I have received the "INSULTING" 10% discount already. As far as a discount from you, I received $65.85 on May 6, 2015. I don't know how you do math but that is hardly 10% of the $1,811.88 that I was charged. Also, I am in no way stating that a 10% discount would make up for the HORRIBLE VACATION that I had with my family do to being given incorrect information. I without any doubt would not have stayed at your resort for even 1 day had I known that the pool heater would be turned off again. Also, I find it very insulting that you offer me one courtesy night on my next stay with you. This specific stay is the stay that is being discussed here. I could just as easily bring up the other stay that we had where the pool was not heated as well. However, you probably would not want to even consider that, Correct? So why would I even consider discussing a future stay? Regards, [redacted]

Dear Mr [redacted], Good afternoon, we have review your communications with our staff and the issue with the pool heating. We are very sorry you had to go through all that trouble. On the confirmation letter the following: " FORCE MAJEURE: Sea Side Reservations...

cannot be responsible for lack of electricity due to power outages, whether caused by storms, the electrical company (CFE) issues or by any other means out of our control.  Nor can we be held responsible for water shortages, which occur due to the lack of water in the town of Puerto Peñasco. We cannot be responsible for weather, acts of nature, and/or other acts of mankind that may impede or otherwise impact your vacation or holiday.  Therefore there will be no refunds.Unfortunately we do not have control over The Resort common areas.  We will like to come to an agreement with you however the full amount reimbursement cannot proceed. The 10% discount was reimbursed to your credit card already it should be showing on your account already. We can offer one night as a courtesy on your next stay with us. Please receive our apology for the inconveniences. Best Regards, ManagementSea Side Reservations

Dear Mr [redacted], We have review your previous email, we can are open to come to a mutual agreement. Even though we cannot provide a refund on your account, please let us know what can we do to reach an agreement?Look forward to hear back from you, have a great day!Best Regards[redacted]Resort ManagerSea Side Reservations

In regards to the complaint submitted by Mr. [redacted], we would like to let you know we have been in previous communication with him via email from our company, through another complain he submitted at The [redacted] and through two charge disputes where he claims he did not stay in the condo claiming the full refund and more from what he paid.  At our website www.seasidemexico.com  we don’t advertise that the pool is heated, nor the condominium description offers a heated pool.  That is a part of the common areas that an administration manages, we as a property management company for vacation rentals do not manage nor have control over the common areas.We include a note on our confirmation letters that we cannot be responsible for issues out of our control, the pool being one of them.FORCE MAJEURESea Side Reservations cannot be responsible for lack of electricity due to power outages, whether caused by storms, the electrical company (CFE) issues or by any other means out of our control.  Nor can we be held responsible for water shortages, which occur due to the lack of water in the town of Puerto Peñasco.  We cannot be responsible for weather, acts of nature, and/or other acts of mankind that may impede or otherwise impact your vacation or holiday.  Therefore there will be no refunds.Mr. [redacted] made his last reservations online on March 14, 2015 for 3 nights from April 10 2015 to April 13 2015 then he made his second reservation online on March 20 2015 from April 13 2015 to April 16 2015.  At the moment Mr. [redacted] called before his reservation check in, the pool heater was on. However the Home Owner’s Association maintains the water temperature between 82.5 to 86 degrees. As the ambient temperature increases the pool heat is shut off. While this may not be as warm as Mr. [redacted] likes it does make the pool swimmable year round.  Therefore the water is always maintained at least Mr. [redacted] check in none of the pools at [redacted] nor other Resorts available with Sea Side had heated pools to offer Mr. [redacted]. In Rocky Point there are 8 resorts available on Sea Side Reservations inventory, however there are at least other 4 that are not available with Sea Side Reservations.  Mr. [redacted] rented a condominium from our company.  He has not complained about the condition, quality, or problem with said beachfront condominium.  Mr. [redacted] has discredited himself by submitting false information to his credit card company and by claiming that he never stayed in the unit and had cancelled his reservation. Yet in this complaint claims his vacation was ruined because the pool was not warm enough.We have offered 10% back because Mr. [redacted] was not satisfied with the temperature of the pool. This was completely out of our control. I am not sure why Mr. [redacted] if he was having such a miserable time didn’t cancel the rest of his stay and take a refund for the unused portion of the stay.  Instead he stayed under his own free will even after knowing the temperature of the pool.   We have been trying to work a better solution for Mr. [redacted] however after staying at a beautiful condominium at one of the resorts in Rocky Point for 6 days in a row, its not possible to make a full refund since this money was paid the condominium owner for the rent of their property.  A refund for more then he actually paid is not proportional to staying in a beachfront condo for with no other issues. The enjoyment of the property, beach, and vacation property along with all the other amenities is not solely valued by the heat of the pool.As Mr. [redacted] claim that the Jacuzzi had wires that were exposed. We have taken photos for documentation of all Jacuzzis and inspected them.  There no exposed wires.  We were 100% booked that weekend and had no other complaints about the pool heat or problems with any of the 3 public Jacuzzis. While we feel Mr. [redacted] is taking advantage of his situation by not leaving when he was “miserable” As a measure of good faith we can offer our entire commission back that we made from his reservation of 35% this would be 100% of the money that Seaside Reservations and would represent a net loss by doing business with Mr. [redacted].  We can only offer this if he drops all cc disputes, Revdex.com disputes, this dispute and any other public claims made.[redacted]CEO Schwab OrganizationInternational Family of Business

Good afternoon, Thank you for submitting the information for our review, We like to have the guests feedback to improve on future reservations, we always strive to make the guest experience to be an amazing one. It is our commitment to take care of guests during their stay,...

we did revise the reservation and previous communications with Mrs [redacted] and after reviewing the documentation for the reservation and Mrs. [redacted] feedback on our guest survey. Our manager was in open communication with her regarding the issues, for which we would like to offer our apology again.  At the moment of her stay, the manager Antonio [redacted] went to meet them personally and offer them to stay at another place.  Mrs [redacted] did not wanted to move however we did provided the water to the unit the same night, this took probably one hour to fill the water tank. He also offer them and provided a 30% discount which was refunded to Mrs [redacted] credit card. Right now we apologize again and we do believe we have done the right thing by providing assistance and refund during our guest's stay. Thank you for reaching out to us, please feel free to contact us, have a great day!Best Regards, [redacted].com

Sea side Reservations Scam - Upon entering the house, my family found a broken light fixture in one of the rooms. No hot water the entire (4 day) visit. Wifi?No...no wifi. This was rented as overflow area near our house we own there on Playa Encanto. As adults, we take very good care of the property we have. Same with this rental. However, it was reported there were holes punched in the ceiling, a rug missing AND a broken fixture. Our security deposit was scammed from us because of these things. I had heard of such scams but wanted to give SEA SIDE the benefit of the doubt. NEVER again!!! I reported these things early during the stay but the service guys never showed up.

Review: Notwithstanding numerous letters and e-mails sent regarding the poor quality of Reservation #[redacted]), no response whatseover was ever given.

Having been charged (for 2 nights) the amount $1,235.00 dlls., it should be stressed that the unit’s reservation was made for a family reunion which turned into a most regrettable affair, given the accommodations’ extremely poor conditions and their treatment in general.

Among the listed complaints, the following we can highlighted:

• Lack of bath towels;

• Lack of sufficient toilet paper;

• The unit went without water as of 11:30 a.m. on September 15th. The family was informed that, it being a Mexican holiday, this problem could not be fixed and instead keys were thereafter given to the family for the exclusive bathroom (toilet and showers) use pertaining to another home located approximately 2 kms. away from their accommodations;

• Inoperable electric roof fans and individual cooling units. The guests informed management of this problem on September 14th. Unfortunately, an entire day’s activities had to be suspended awaiting the arrival of a repair man;

• A single (small) television unit without any cable or antenna whatsoever;

• Extremely poor directions given by the receptionist (Ms. [redacted]) which caused the family (which included elderly and small children) to get lost for almost 3 hours at midnight in uninhabited zones (kilometer 38 on the headed towards Caborca, Sonora). The guest were then able to call Ms. [redacted] who indicated to them that she was not familiar with the area and that they should instead contact another person to get proper instructions;

• A phone number given for emergencies never picked up during a host of calls made. As a result of the above, additional expenses had to be incurred, including car rental (Mannix) in the amount of 6,549.00 Pesos, and Gasoline fuel ($1,700.00 Pesos).Desired Settlement: In addition to an apology, a partial or full refund would very much be appreciated.

Business

Response:

Good afternoon, Thank you for submitting the information for our review, We like to have the guests feedback to improve on future reservations, we always strive to make the guest experience to be an amazing one. It is our commitment to take care of guests during their stay, we did revise the reservation and previous communications with Mrs [redacted] and after reviewing the documentation for the reservation and Mrs. [redacted] feedback on our guest survey. Our manager was in open communication with her regarding the issues, for which we would like to offer our apology again. At the moment of her stay, the manager Antonio [redacted] went to meet them personally and offer them to stay at another place. Mrs [redacted] did not wanted to move however we did provided the water to the unit the same night, this took probably one hour to fill the water tank. He also offer them and provided a 30% discount which was refunded to Mrs [redacted] credit card. Right now we apologize again and we do believe we have done the right thing by providing assistance and refund during our guest's stay. Thank you for reaching out to us, please feel free to contact us, have a great day!Best Regards, [redacted].com

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.

Sea Side Reservation’s assessments are inaccurate and misleading. While the discount offered by it was initially acceptable, the such service provider fais to acknowledge that: 1. The alternate (and smaller size) units initially offered could not be used by the family given its arrival at the rented unit during very late hours (over 4 hours longer than warranted, due to a loss of adequate directions from the company as acknowledged by its representative who admitted that she had not been in the unit before) and had to take into account the exhaustion of certain tired family members (senior citizens and children) and also a smaller number of beds in the alternate units . 2. After the initial contact with Mr. [redacted], he was thereafter extremely difficult to get a hold of or could not reached on multiple occasions after the family’s arrival and failed to address a host of complaints (i.e. continuous AC and fan problems, among many others). While this opinion is admittedly subjective, he gave the family the impression that he was avoiding it and the unit’s problems during the stay. (That is, no “open communication” with management was available as stated by Sea Side Reservations, either during the stay and thereafter, but only initially. It should be stressed that the complaint filed with Revdex.com resulted from this lack responses on its part.3. The assessment of (“probably”) having fixed the water problem (“in one hour”) is entirely false, irresponsible and inaccurate, inasmuch as the family went without any water whatsoever since Sunday morning (we understand that no repair was available as it was a “Mexican Holiday”). So much so, that the family members had to go to another unit (which was not close by) but which had water. This circumstance, in itself, should warrant a full refund. Moreover, considering Sea Side Reservations’ assessment that the right thing was done by it by providing adequate assistance during the stay which is untrue. As indicated beforehand, this experience proved most frustrating and regrettable for the entire family.

Regards,

Review: This is concerning a condo rental from last October. My assumption is the company on this complaint is the same listed below.

These rooms are actually condos that are rented by a company called:

SEA SIDE RESERVATIONS

Lukeville, AZ 85341

[redacted] ###-###-####

fax line ###-###-####

My brother and his wife and me and my wife rented this condo last October on a holiday weekend. We reserved it a head of time because of the holiday. Its a tourist destination, and fishing city. We drove 4 hours south of Phoenix to get there. Its beautiful.

First night the AC quit, and ceiling fans did not work. They had to call an ill-equipped repairman out. I found my self on the roof of this multistory condo complex at 1am helping (at his request) him fix our AC (unbelievable huh?).

All looked well for most of the next day. We couldn't do anything about it anyway because all accommodations were filled (holiday remember?)

Night 2 the AC quit again. They called the same guy out who jumpered out the thermostat this time causing it turn on and stay on all night. We froze.

By Night 3 they had replaced the thermostat and locked the temp at 65 degrees. We froze again.

Additionally the ceiling fans nor the TV worked.

Next morning upon departure we couldnt find anyone to talk to about refunds. The girl at the desk gave us a name and a phone number. Back in the states for the next 3 weeks we called repeatedly (8 times) every number we could find, and wrote Sea Side Reservations. We never got any replies or call backs.

We contacted [redacted] who we thought had some sort of card holder protection program. They went into arbitration (for the last 3 months) with Sea Side and were told that we received the services we paid for (which ended the arbitration help from [redacted]).Desired Settlement: A full refund of our money in the amount of $582.70

Business

Response:

Good afternoon,To whoever this may concern, thank you for sending us the complaint information, we have research the guests records with the resort manager. We apologize for the inconvenience with the AC. However we do want to clarify that the AC was reported by Mr. [redacted] until the morning of October 11th one day after he check in to the condo at noon. Maintenance was called immediately and their response time was within the first 30 minutes of the service call. When they arrive at the condominium they assed the issue which was a thermostat wire that was not sending signal to the unit on the roof and was taken care of that same moment. In no moment the guest was required to go to with the maintenance personnel. At his check out, which was at about 8:00am, the guest reported that he had some inconveniences during his stay however he did not specify to the front desk clerk, and demanded a compensation for it. We also have a guest survey that is emailed to guests after their check out to find out how good or bad was their stay on the property however no survey was received on his behalf. We really apologize for the inconvenience, we would prefer that the guest will communicate directly with us before submitting a charge dispute which was not validated since the guests did came and stay at the resort. We are open to provide one night off on a future reservation. Please review and let us know if you need further assistance.Best Regards,[redacted]Executive AssistantSea Side ReservationsPhone [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.

The facts are that this happened to us as I stated in my complaint. I was on the roof of the structure at midnight the first night as I said. Initially I was helping the AC tech first find the correct compressor (they are not all well marked), second holding the flashlight for him, and third running up and down the stairwell several times to my room to test it. The door to the roof is on top of the final stair landing and is normally locked. The final flight of stairs is not finished (no tile). In addition to compressors the roof had several satellite dishs that were showing signs of rust. There was also piles of debris from spanish tile roof repairs Im guessing. I think I have provided plenty of details. Do they really expect the AC repairman to tell them about the help a guest had to give him to get the problem fixed? The details about the other nights stay the same, as well as not being able to find someone who could adjust our bill at checkout, or weeks later for that matter.

Regards,

Business

Response:

Dear Mr [redacted], We have review your previous email, we can are open to come to a mutual agreement. Even though we cannot provide a refund on your account, please let us know what can we do to reach an agreement?Look forward to hear back from you, have a great day!Best Regards[redacted]Resort ManagerSea Side Reservations

Review: I booked a room at the [redacted] in Rocky Point Mexico. I have stayed at the resort at least a dozen times. On one of our previous stays the pool heater was not working & it basically ruined our trip. Nothing was done to accommodate us on that stay. On this current vacation I called Rocky Point Reservations to confirm that the pool would be heated for our stay from 4-10-15 to 4-16-15. I was assured that the pool was heated. Therefore, we booked our vacation & paid the 2nd deposit of ($393.72) which was for the 2nd half of the total fees for 4-13-15 to 4-16-15). We booked the extra days of our stay from 4-13-15 to 4-16-15 a few days later when my wife was notified she could take more time off of work. When we arrived at the resort we discovered that none of the pools were heated. I immediately went to the front desk to inquire about the pools. I was told that the Heater had been turned off for the summer. The water was so cold we were unable to enter it. Every single guest at the Resort that I talked with during that week was extremely upset with the pool situation (that includes a couple of families that stay at the resort full time). I have Fibromyalgia & the warm pool is or was supposed to be my means of actually having a relaxing vacation. I asked the front desk clerk if the other 2 resorts owned by the Sonoran Enterprises were heated & was told that they were not. However, after visiting both of the other resorts we found that both had heated pools. I returned to the front desk to see if we could transfer our reservation to one of the other resorts & was told "No it was not possible." I expressed my displeasure & he called his manager to see what could be done. I was told that I would be offered a 10% discount on our stay. This was offensive to me as I only get 1 vacation per year now & it had been ruined. At that point I contacted [redacted] at [redacted] with Rocky Point Reservations located in Phoenix AZ on 4-11-15. I received a response on 4-13-15 telling me to "let me see what we can do to make you stay a pleasant as can be." I never received a response back from them. I emailed them again on 4-18-15 telling them that I was still waiting for a response (I was home by now anyway). I never received a response from them again. I emailed them again on 4-23-15 telling them that I was still waiting for a response from them. I was finally contacted by [redacted] on 4-24-15 stating "Mr. [redacted], I’m really sorry that you had all these troubles on your stay, and I’m sorry that someone from sea side assures you that the heaters from pools or the main pool was going to be turn on. What I can do for you guys is to make you a really good discount on your next visit and I’ll ask the building manager about the heated pools and find you a unit that accommodates all your needs. Please tell me if you agree with this arrangement or please tell me what you consider a fair deal." I responded to [redacted] on the same day (4-24-15) with the following: "I am not looking for a really good deal on my next visit. This is the stay that I had a HORRIBLE VACATION on. I was promised a 10% discount from the manager who was called from the front desk clerk. I still have not even received that. What needs to be done to keep your client happy is to offer me a really good discount on the horrible stay that I just experienced. Please let me know how we are going to deal with this current situation. Thanks Tom". [redacted] responded on the same day (4-24-15) with the following statement: "Ok Mr. [redacted] I'll try to get you the 10% discount on this visit, because there's no discount on penthouses or ground floor units. I went through your reservation and it shows that you made your reservation through the website, and on our website does not say that the pools are heated, anyway I'll keep asking around who was the one who told you this. Youll get your reimbursement in a 7 days period. Have a great weekend." I waited for the refund which I still have never received. I then emailed [redacted] again on 5-4-15 with the following comment: [redacted], it is amazing to me how you operate this company. I was told that I would receive a 10% discount when I was staying at the [redacted] by the front desk clerk who called the manager. Then you state that you will reimburse me within 7 days from the 24th of April. Well, I have still not received the HUGE 10% discount. You are only continuing to make this situation even more frustrating to me. UNREAL." [redacted] responded on (5-4-15) with the following statement: "The refund was made yesterday, so you might able to see it in four or five days on your bank statement. If you decide to stay with us again, and I really hope you do, please give a call or send me a email so I can arranged something for you and you have better info about the resort amenities. Have a great week Tom." Well as you can see by my account records as of 5-13-15 I have not received the pathetic 10% discount from them. This entire experience is unreal & a complete waste of a vacation for me & my family. I was told that I could use the Hot Tub that was on the balcony of the unit that we rented. However, the water was so disgusting that we were unable to use it even once. I was going to ask them to change the water in the Hot Tub. However, the Hot Tub had exposed electrical wires going to it. (I do have pictures of them if you need them). Therefore, I was not comfortable putting my family at risk of electrocution. I was not pleased at all. This entire ordeal has been a complete nightmare. I don't feel that this company should profit in any way for the Vacation that was provided to my family. If anything I feel that I should be compensated for what I have been put through by Rocky Point Reservations.

Please let me know if you need further information.

Thanks for the help.

Sincerely,

[redacted]Desired Settlement: I would like to be refunded for the vacation that was ruined by incorrect information given to me verbally before I booked my stay. It is also printed in their brochure that the pool is heated. Also, the wires on the disgusting Hot Tub on the patio were exposed & were a danger to my entire family which made it unusable to us. The entire weekend we spent our time in the room watching TV. We could have done that from home.

Business

Response:

Dear Mr [redacted], Good afternoon, we have review your communications with our staff and the issue with the pool heating. We are very sorry you had to go through all that trouble. On the confirmation letter the following: " FORCE MAJEURE: Sea Side Reservations cannot be responsible for lack of electricity due to power outages, whether caused by storms, the electrical company (CFE) issues or by any other means out of our control. Nor can we be held responsible for water shortages, which occur due to the lack of water in the town of Puerto Peñasco. We cannot be responsible for weather, acts of nature, and/or other acts of mankind that may impede or otherwise impact your vacation or holiday. Therefore there will be no refunds.Unfortunately we do not have control over The Resort common areas. We will like to come to an agreement with you however the full amount reimbursement cannot proceed. The 10% discount was reimbursed to your credit card already it should be showing on your account already. We can offer one night as a courtesy on your next stay with us. Please receive our apology for the inconveniences. Best Regards, ManagementSea Side Reservations

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. I am in no way asking for Sea Side Reservations to be responsible for any of the items that you list in your response. There were no power outages, shortages of water or acts of nature. What I am holding you responsible for is that FACT that I called your office to confirm that the pool heater would be turned on during our 7 day stay at your Resort. As stated before, when we arrived at the resort we discovered that the pools were not heated. This is the 2nd time that we have stayed at the resort without the heated pool. This is the entire reason that I called before we booked the stay. I went to the front desk to inquire about the pool being heated. I was informed that the management had made the decision to turn the heater off because there had been a few hot days. This was also confirmed to me by more than one family that lives at the Resort year round. They were just as upset as everyone at the resort as we were that week. I also inquired about the other Sonoran resorts owned by the same company to see if we could switch our room to one of those Resorts. I was informed that the other Resorts had also decided to turn off their heaters. However, after driving to them & checking for ourselves we found that to be incorrect as well. Both of the other Resorts pools were heated. The man that was at the front desk explained to me how upset everyone was with the heater being turned off so early in the season. It was very obvious that he was very uncomfortable talking about it. I overheard many people complaining about the exact same issue with him. He actually showed me a brochure for the resort that stated Heated Pools. However, when I asked for a copy of that he said he was not allowed to hand them out. You have also stated that I have received the "INSULTING" 10% discount already. As far as a discount from you, I received $65.85 on May 6, 2015. I don't know how you do math but that is hardly 10% of the $1,811.88 that I was charged. Also, I am in no way stating that a 10% discount would make up for the HORRIBLE VACATION that I had with my family do to being given incorrect information. I without any doubt would not have stayed at your resort for even 1 day had I known that the pool heater would be turned off again. Also, I find it very insulting that you offer me one courtesy night on my next stay with you. This specific stay is the stay that is being discussed here. I could just as easily bring up the other stay that we had where the pool was not heated as well. However, you probably would not want to even consider that, Correct? So why would I even consider discussing a future stay? Regards, [redacted]

Business

Response:

In regards to the complaint submitted by Mr. [redacted], we would like to let you know we have been in previous communication with him via email from our company, through another complain he submitted at The [redacted] and through two charge disputes where he claims he did not stay in the condo claiming the full refund and more from what he paid. At our website www.seasidemexico.com we don’t advertise that the pool is heated, nor the condominium description offers a heated pool. That is a part of the common areas that an administration manages, we as a property management company for vacation rentals do not manage nor have control over the common areas.We include a note on our confirmation letters that we cannot be responsible for issues out of our control, the pool being one of them.FORCE MAJEURESea Side Reservations cannot be responsible for lack of electricity due to power outages, whether caused by storms, the electrical company (CFE) issues or by any other means out of our control. Nor can we be held responsible for water shortages, which occur due to the lack of water in the town of Puerto Peñasco. We cannot be responsible for weather, acts of nature, and/or other acts of mankind that may impede or otherwise impact your vacation or holiday. Therefore there will be no refunds.Mr. [redacted] made his last reservations online on March 14, 2015 for 3 nights from April 10 2015 to April 13 2015 then he made his second reservation online on March 20 2015 from April 13 2015 to April 16 2015. At the moment Mr. [redacted] called before his reservation check in, the pool heater was on. However the Home Owner’s Association maintains the water temperature between 82.5 to 86 degrees. As the ambient temperature increases the pool heat is shut off. While this may not be as warm as Mr. [redacted] likes it does make the pool swimmable year round. Therefore the water is always maintained at least Mr. [redacted] check in none of the pools at [redacted] nor other Resorts available with Sea Side had heated pools to offer Mr. [redacted]. In Rocky Point there are 8 resorts available on Sea Side Reservations inventory, however there are at least other 4 that are not available with Sea Side Reservations. Mr. [redacted] rented a condominium from our company. He has not complained about the condition, quality, or problem with said beachfront condominium. Mr. [redacted] has discredited himself by submitting false information to his credit card company and by claiming that he never stayed in the unit and had cancelled his reservation. Yet in this complaint claims his vacation was ruined because the pool was not warm enough.We have offered 10% back because Mr. [redacted] was not satisfied with the temperature of the pool. This was completely out of our control. I am not sure why Mr. [redacted] if he was having such a miserable time didn’t cancel the rest of his stay and take a refund for the unused portion of the stay. Instead he stayed under his own free will even after knowing the temperature of the pool. We have been trying to work a better solution for Mr. [redacted] however after staying at a beautiful condominium at one of the resorts in Rocky Point for 6 days in a row, its not possible to make a full refund since this money was paid the condominium owner for the rent of their property. A refund for more then he actually paid is not proportional to staying in a beachfront condo for with no other issues. The enjoyment of the property, beach, and vacation property along with all the other amenities is not solely valued by the heat of the pool.As Mr. [redacted] claim that the Jacuzzi had wires that were exposed. We have taken photos for documentation of all Jacuzzis and inspected them. There no exposed wires. We were 100% booked that weekend and had no other complaints about the pool heat or problems with any of the 3 public Jacuzzis. While we feel Mr. [redacted] is taking advantage of his situation by not leaving when he was “miserable” As a measure of good faith we can offer our entire commission back that we made from his reservation of 35% this would be 100% of the money that Seaside Reservations and would represent a net loss by doing business with Mr. [redacted]. We can only offer this if he drops all cc disputes, Revdex.com disputes, this dispute and any other public claims made.[redacted]CEO Schwab OrganizationInternational Family of Business