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ComplaintsforLongboat Key Club & Resort
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Complaint Details
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Initial Complaint
02/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked a vacation to 2 of the opal collection properties 1 at the ******************* resort and also at the longboat key club resort for Feb. 20 to Feb. 24th the ******************* has a 7 day cancel policy and ************* has a 14 day cancellation policy. I assumed both resorts had the same cancellation policy because they are both part of the Opal Collection.We were trying to decide which opal collection resort to stay at but had a family emergency and unfortunately had to cancel our plans so I called the resorts on Feb 8th and had to cancel both reservations the ******************* understood my issue. The longboat key club resort was nasty and would not cancel my reservation because I called 1 day too late. I understand their policy but they would not make an exception and just would not refund my deposit and instead they charged me the full of the total stay which is $2776.41.Ive been trying to call them for 4 days left a message and they are not returning my call. Can you please help me.Business response
03/07/2023
Good afternoon ********************,
Thank you for taking the time to reach out regarding your concern. Each hotel has their own cancellation policy and timelines. I understand after speaking with the Director of Resort Operations, the hotel was flexible and instead of charging the full cancellation only charged two nights as a penalty and refunded one night's room in tax in the amount of $925.47 which was credited back to your account on February 14, 2023. In addition, offered a second option to move your full deposit towards a future date within a calendar year and you declined this option and instead chose the option of refund for one night.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.