Complaints

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The refund for cancellation policy was misrepresented by the front desk clerk to us when we re-booked for 4-23-2023 through 4-27-2023. The reservations are in the name of *****************************. They were booked in November of 2022 and cancelled January 11, 2023. I received confirmation of cancellation but was told I had to pay for one night's room fee and tax. We asked several times when we booked if we would receive a FULL refund if we cancelled within 60 days and we were reassured that we would. The cancellation policy in writing states that we have to pay for the one night, but that is not what we were told at the time of booking. Thank you for your consideration.

  Business response

  02/09/2023

  To Whom It may concern,
  
  We thank you for contacting the hotel regarding the guest complain on the status of their refund. Upon reviewing the account, the guest actually got refunded as promise for a night. The check was released and cashed by the *********************************. Please see attached copy of the check that was endorse.
  
  The promised of the hotel has been fulfilled to the guest.******************** may not able to update the case so we are submitting our proof of evidence. Should you need further information, please feel free to email us.
  
  Kindly confirm receipt of this email.
  
  Sincerely,
  
  ******************************
  edenhousekw.com
  primevacations.com
  
  

  Customer response

  02/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 3/15/22 I reserved a room at the Eden House in Key West, and they charged my Master Card a deposit of $860.63 (50% of the total cost of the stay from 12/23 to 12/27/22). I cancelled my reservation on 11/8/22 (more than 30 days before 12/23, as required), and received a cancellation confirmation email from Eden House advising my deposit would reflect back on my Master Card in 5 to 7 business days. When that deadline passed, I was advised to call Eden House front desk and ask for *******. However, after numerous attempts, I have been unable to reach *******, and the other people at the front desk told me the ownership changed sometime this year, and the previous owner is responsible for refunding my deposit, and it would be processed by check instead of crediting back to my Master Card, and ******* would be contacting me (it's unclear if ******* is the former owner). As of 11/23/22, I have received no refund, and no contact from *******. I don't understand why the new owners of Eden House aren't responsible for refunding my deposit back to my Master Card, especially since they are now able to rent the room to someone else, and I made my original transaction with the entity of Eden House, not some individual I've never met nor talked to that is allegedly responsible for mailing back my deposit. I shouldn't be affected by an ownership change that occurred between the date of my reservation and the date of my cancellation. I need your help to get the $860.63 refunded. I have attached the bank statement showing the deposit paid in March and the cancellation confirmation email from Eden House. Thank you, *************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Made reservation for Eden House for September 29th and 30th. Confirmation #*****. Paid a deposit of $344.25. Reservation letter does state that full refund can be issued if cancellation is made within 14 days of reservation and credit for a future reservation is good for 12 months if made within 14 days. Know the pending tropical storm ************* was coming, I called on Friday, September 23 to cancel and discuss my options, including cancelling. I was told that I was overreacting and there is no storm yet and if I cancel now, then I would lose my deposit. I asked if **************** cancels my trip to get to Key West during this time and/or if the Governor declares a state of emergency, can I cancel and get my refund? I was told "yes" by ***************, the front desk clerk, and since I made the reservation under the former ownership (hotel was recently sold), they would honor my refund. Saturday, September 24th, the governor declares a state of emergency for Monroe County (Key West) and my residential area, Pasco County (Land * Lakes), I then call and was told my reservation is cancelled and someone would call me on 9/26/2022 for a refund. I call on 9/26 for a refund and the employee argued and refused to issue my refund and was told no refund unless there is a mandatory evacuation. I was lied to.

*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. ↩