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    ComplaintsforJupiter Waterfront Inn

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    Complaint Details

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    Complaint Status
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    • Complaint Type:
      Product Issues
      Status:
      Answered
      On 7/27/22 I made a reservation at the Jupiter Waterfront Inn, confirmation number is ***** (Rich). I reserved a room with 2 queens **** facing the water and made sure the place had a pool. I was advised that the room was available and the pool was open. When I arrived I was informed the pool was down and would be up and running in a few days. I was told that the Inn was supposed to send me an email advising me to this, I never received an email. When I arrived at the room, it contained 2 double **** not 2 queen **** as reserved. The air conditioning was not functioning properly and the ** was also not working properly. I advised the manager that I wanted to cancel and requested a refund so I could go to another hotel. She denied my refund because I did not cancel 72 hours in advance. I advised her that if I had known that the pool was down, the air conditioning and Tv was not working along with the fact that the room had 2 double ****, I would have concealed. I was charged ****** for the room, **** for energy surcharge, **** for sales tax and **** for county bed tax. I did not use the room, I did not stay the night. I found another place to stay and checked out. Total, I was charged ****** for nothing.

      Business response

      09/27/2022

      The guest arrived for a 4 night stay on the day the pool renovations were completed and the pool re-opened the next morning. The guest was told the pool would be reopening the next morning. The pool was closed for 10% of their expected stay. We promptly addressed and fixed his concerns with the television (his main concern was that there was no channel guide) and the air conditioning was working properly when maintenance checked it. His room did have two queen ***** as we only have queen and king **** on property and it was facing the water. We did our best to work with the guest and make them comfortable for the remainder of their stay. They refused and decided to leave. We charged them for a single night stay, even though our cancellation policy clearly states we can charge for the full stay if they do not cancel within 72 hours before check-in. They were charged for one night because they reserved the room for that night and we would have been unable to re-sell the room.

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