ComplaintsforCaswell Resort Hotel

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked room blocks four our wedding for 6 guests. No contract was sent , there was no signed paperwork and no policies given to us or said. Upon arrival the rooms were very unsanitary in which the guest said they would not stay the second night however were threatened that this buisness would charge their credit card anyways and told them of these policies which were never given to the guest . The guests received receipts and said there was a no smoking and no pet policy.

  Business response

  26/09/2022

  
  

  
  

  My name is **** ***** and I’m ******* ****** at Caswell resort hotel.

  First of all We haven’t received the first complaint paper from you so for that really sorry for getting back to you so late.

  All our wedding inquiry is same as we took ******* *******. They booked on Feb. 20 2022 for total of 8 rooms at Caswell. The rooms hold by her and all guest were calling after saying that ******** and **** wedding under.

  As per our policy usually all wedding guest or person who blocked so many rooms from us on our priority time of summer where we are super busy with season we told them that 3 weeks prior cancelation policy, and also same thing as guest who booked under the wedding rooms.

  *Out of 8 room She called us and cancel two rooms prior to arrival.

  *Then she called again and out of 6 rooms she canceled on room.

  *So out 5 rooms 3 person showed up and two rooms was no show that’s what we charged her for.

  *Also mention one thing all rooms booked for Friday and Saturday night but all 3 guest showed up on Thursday instead of Friday, luckily we had room available for them upon check in. Still we haven’t charged her for Saturday night coz it was long weekend and we were able to have few walk-in that we filled up and help her to not charge her.

  *As per policy we called her at least 3-4 times to confirm coz as our side of part we don’t like to ended having empty rooms of our busy summer season.

  *I understand that anyone get mad when they charge for no-show but we confirm with her that those rooms were for parents that was she told us. That is the reason we did not sold those two rooms otherwise on the busy weekend if we knew from beginning we should be able to sell it and having no charge to her, but per mention cancelation policy to her over the phone at least twice or three times for every reminder call from us that would be not negotiable.

  *last thing I would like to mention when we take credit card details not a single customer will give us credit card details without having cancelation policy known. I would say customer service is our priority but also I believe that this is not right according to our business as well that our time and money value matter as well.

   

  Please find the attachment and get back to us.

   

  **** *****

   

  Regards,

  *******

  Caswell Resort Hotel

  77 Main St, Sundridge,

  ON, P0A1Z0

  Tel. 705-384-7600

  [email protected]

   

  Customer response

  27/09/2022

  
  ********** ********
  
  I am rejecting this response because:
  

  They are missing 2 receipts from guest that stayed , ***** ******** and my parents *****/********* Mc ******** I confirmed I needed  5 rooms for the Thursday Friday which one of them canceled within the time. This buisness took our credit card information in February for a deposit to hold the rooms. Not once was it communicated to us that if those rooms were not filled that they would charge us 7 months later without authorization. The charge to our credit card for 718.00 was not authorized by us nor signed by us. That is 100% illegal and until this response was given we were unaware of this charge or that any of these documents existed.

  I will confirm again that not a single email / paperwork was given or signed by us. A pencil written cancelation policy on a scrap piece of paper is unprofessional and invalid. 

   

  Every single document they have attached from the initial booking to the charges we are just seeing for the first time. 

   

  This is absolutly unprofessional, and illegal to keep someone's credit card information given over the phone for u months and then charge the card again without authorization. 

  Not only are you providing false information but changing documents again in pencil on that initial agreement which again I never saw it stated that it's only 7 day cancelation. Also states one night charge . This document is not signed by us therefore it is invalid. 

  
  Sincerely,
  
  ******** *******

  Business response

  03/10/2022

  I believe as mentioned by ********, I attached the ***** ******** paperwork last time and attached again this time. 
  As mentioned, by ******** her parents booked it Separately from booking.com which is we never knew that for wedding of ***. 
  Just for information, As per our Caswell summer booking for all guests is minimum of two nights stay for weekends, and Reason behind pencil for all booking is we can make changes in regards to add or change the person name or how many person is staying or dates or additional charges like pets or extra cot, as you booked 8 rooms first den change with 6 rooms and again called and changed to 5 which is mentioned in prior email. 
  
  Let's do one thing will give you one night refund for those two rooms which was booked by you and will refund you 159*2 plus tax for one night which will be 359.34. This is best we can do for you if you're okay with that den will proceed. For the future from our side will do our best to have customer come at the same time and book at our office and will fill out front of customer that way customers will be happy as well. 
  
  As per your blaming on us that we took your credit card details and use it by unauthorized I believe no one going to give us a credit before knowing all the factors and policies if someone booking so many rooms under individual person credit card will ask tones of questions regarding what's in room and how's your room. 
  
  Plea Let me know if you want any changes. 
  

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