ComplaintsforThe Chateau On The Lake
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Complaint Details
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Initial Complaint
12/28/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We booked a 3 night stay and a dinner with reservation number ******. My wife and I were going to celebrate our one year anniversary. Days in advance we had a health issue and couldn’t go. We call numerous times (left cocuk email) and emailed the hotel to let them know and get our refund. Nobody ever returns a call or an email. The hotel has kept the amount of $2435.34 And never responded to any of the communication We need our refund as it’s unfair.Business response
01/12/2022
I have reviewed this information. I have looked at all my emails and I do not have an email from this customer requesting to cancel their reservation. If I do not recieve an email from a customer there is not much I can do to help them, without a request to modify or cancel. There are no records of what this customer has detailed to you in their complaint. Our policies are clearly avaiable for the customer to review as they check out we state our policy clearly (see below). We are in a tough business, to have customers not show up for their stay and expect a refund is not fair. We have only 3 rooms, we are not a large hotel. To have a vacent room in the season we do business which is less than 6 months to pay our bills, will put us out of business.
What we do try to do when a customer gives us notice, is we do put the room on the market for another customer to book, if the room books we provide a refund to the orginal customer, if the room does not book we do not provide a refund. Again we are a small business, we are not here to hurt anyone and with communication we do our best to rebook the room or provide alterntive dates to stay.
In any event, we would work with this customer if they would like and provide a stay in the future so that they can get their room stay and not lose their money. While we are not in the business of having an empty room and juggling stays around we would be more than happy to figure out a date that works for both our business and this customer to enjoy a stay for the money that have paid.
Policy posted on our website:
Cancellation Policy
Due to the fact that we only have 3 rooms, all reservations are final. We are simply too small to have a room canceled and unoccupied. If you make your reservation and within 24 hours wish to cancel we do our best to resell your room for you and refund you, however if we can not resell your room there is no refund offered. Sorry :(. :
Thank you
Buddy
Owner
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.