ComplaintsforSoap Lake Natural Spa & Resort

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation at the ********* Resort for 6/30/23, and departing on 7/4/24. I had to cancel due to a family illness. I sent an email 6/6/23 that I needed to cancel, and the cancel was confirmed on 6/7/23. There cancellation policy reads as follows:Cancellation Notice Before 14 days of arrival: 100% of the reservation amount will be refund, less $20 fee for cancellation Cancellation Notice Between 14 days and 2 days of arrival: 50% of reservation amount will be refunded less $20 fee for cancellation Cancellation Notice Before 2 days of arrival: No refunds will be issued.Holidays and long weekends No refunds will be issued, and all deposits will be forfeited.As I am departing on the holiday, I thought when making the reservation, that if I canceled, I would be entitled to the full refund minus the $20 cancellation fee. I was informed by them that I would not be refunded because they count the weekend that I canceled as a holiday even though the 4th falls on a Tuesday. Their cancellation policy is not clear. I reached out several times and they have refused to refund me.

  Business response

  07/27/2023

  ****** missed our holiday weekend or long weekend notice located in the same area of other cancellation notices. It says ( Holidays and long weekends       
  No refunds will be issued, and all deposits will be forfeited.) When the 4th of July fell on her departure date and holiday festivities happening on July 2nd that qualified her reservation as holiday weekend. Other areas were also all celebrating the 4th of July on Either the 1st or 2nd of July. Surely ****** would have to notice that it would be considered a holiday weekend or at least a long weekend. I went ahead and processed the refund minus the $20 cancelation fee on 7/27/2023 even though it violated my own policies. Please do know ****** was also given the option to move her stay dates or transfer stay to a friend or family member. ****** refused that offer at the time of requesting to cancel. 
  
  Furthermore ****** states here she made a reservation at ********* Resort which she did not. She placed a reservation at ********* Rv park which we manage for the city as a sister property to the main resort. Guests who reserve a spot at the ** park must pay extra to use ********* resort amenities daily per person; it is not included in their space fee. The ** resort has its own amenities guests can use at park that are separate from ********* Resort.  
  
  Here is our policies:
  
  Cancellation Policy
  Guests will be billed the full amount of the stay at the time of reservation or upon check-in with the exception of add-ons,  reservation changes and group reservations (changes subject to reservation fee change such as pets, number of people, site change, storage, recreation pass purchases, etc.) which may occur at time of arrival or during stay. 
  If you need to cancel your reservation, please call ************** or e-mail ************************************* before the deadlines listed below to receive your refunds. Text notifications of cancellations are not acceptable.
                    
  Cancellation Notice Before 14 days of arrival:     
  100% of the reservation amount will be refund, less $20 fee for cancellation
  Cancellation Notice Between 14 days and 2 days of arrival:       
  50% of reservation amount will be refunded less $20 fee for cancellation
  Cancellation Notice Before 2 days of arrival:     
  No refunds will be issued.
  Holidays and long weekends       
  No refunds will be issued, and all deposits will be forfeited
  

  
  

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