ComplaintsforMandalay Shores Resort

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  July 13 I paid for a 2 night stay at $548 at mandalay shores resort , Oxnard ca using my Amex platinum . On that same date, I cancelled the reservation and received from the resort a receipt of cancellation The terms of cancellation for refund are that it must be made at least 7 days before date of reservation . My date of arrival to the resort was august 20,2023 so it was well within their terms of cancellation( over a month before the reservation ! I tried by phone to contact the resort when my money was not refunded in my Amex . They hung up on me. I tried to email but got a notice that the email wound not accept it. The email, by the way is the official email of Mandalay Shores Resort on their website and the same email from which I received the notice of receipt of my cancellation . I have contested the charge with Amex platinum who are looking into it but they are also so far unable to get in touch with the resort . I suspect now,based on their evading of communication with both myself and Amex platinum , this may be a sham company

  Business response

  08/02/2023

  Hello.

  We are a legitimate business, and we had no such issues before in 20 years. In our cancellation policy it says that the customer needs to contact office to get e full refund in case of cancellation!  Also, Robin Alexander was informed verbally and in a written form via email that we would be happy to issue a full refund. When she called after hours line she started fighting and being rude to the operator, when they asked about the details of her cancellation, so they could help her further. Since the moment customer Robin Alexander cancelled her reservation and after she called us, we had no issue giving her a full refund and she was informed about that. She called us after she placed a dispute with Amex and the funds are not available in our system, due to ongoing dispute, so we have no refund option in our system until the dispute is over. She was informed about this as well. It seems to be misrepresentation of the facts of this matter, and this claim has to be removed from BBB please. Please see email to Robin screenshot and cancelation policy attached. Pleease let me know if you have any questions or concerns. 

  Thank you for your time and consideration! 

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