ComplaintsforPanda Pod Hotel-Book Direct for the Best Rate

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a stay at Panda Pod from August 28th to August 31st. On the first night, the terrible soundproofing of the hotel kept me up all night listening to someone snoring. Although the hotel's policy states that a full refund is only available if you cancel more than 72 hours in advance, when I asked the front desk if I could get a refund for the remaining two days, the receptionist was understanding and helped me check out, telling me 'it is ok' and that I should contact the management via email. So I switched to another hotel. A few days later, the management informed me that no refunds are allowed within 72 hours and stated that the front desk 'are instructed to inform guests to send an email for such requests.' This policy is utterly ridiculous. If refund are not available, why I need to contact with Panda admin? If the front desk had told me that a refund was not possible, I would not have switched hotels. Panda Pod is clearly engaging in deceptive practicesthey instruct the front desk to say 'ok' and ask guests to send an email when they want to check out early, only to reply a few days later that refunds are not allowed! This way, they can make money off customers for free, despite the request for refund is due to their poor soundproofing. Here is the translation:This behavior exploits the trust between people and is very harmful to Vancouver's business market. I am deeply saddened by it. I expect to receive a refund of $212.47 for the remaining two days. Thank you BBB.

  Business response

  24/09/2024

  Response to Complaint Case ID: ********
  To Whom It May Concern, 
  I hope this message finds you well. I am writing on behalf of Panda ********* in response to the complaint submitted by Mr. ****** *** (Case ID: ********* to ********************** Serving Mainland BC, regarding a refund dispute.

  At Panda *********, we deeply value our guests and work hard to ensure that all aspects of their experience, including our policies, are communicated transparently and fairly. We understand that Mr. *** is dissatisfied with the outcome of his refund request, and we would like to clarify the situation.

  Our front desk agents are strictly trained to follow our internal procedures, and they are not authorized to promise or initiate refunds under any circumstances. When Mr. *** inquired about a refund at the front desk, our staff correctly directed him to email our admin team for further review, as per our policy. This process ensures consistency and allows us to evaluate each request fairly. We want to stress that contacting the admin team is for reviewing the request, not an assurance of a refund.

  Mr. *** was made fully aware of our cancellation policy, which clearly requires a minimum of 72 hours notice prior to the date to qualify for a refund. This policy was communicated to him at the time of booking, and it is also available on our website and third-party booking platforms like Expedia. Unfortunately, Mr. *** did not meet this 72-hour notice requirement, which made his booking ineligible for a refund.

  We understand that unexpected events can lead to last-minute cancellations, and we empathize with the inconvenience this may have caused Mr. **** However, our cancellation policy is in place to ensure fairness to all guests and to allow us to manage availability and operational costs effectively. Mr. *** acknowledged this policy during the booking process, and we are obligated to adhere to these terms to maintain consistency for all our guests.
  We regret that Mr. **** expectations were not met, but we must stand by our refund policy in this case, as no exceptions were warranted based on the timing of his cancellation.

  We trust that this explanation provides clarity and helps to resolve the matter. If you require further documentation or any additional information, please do not hesitate to reach out, and we will be happy to assist.
  Thank you for your time and understanding.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩