ComplaintsforCasa de Solana Bed & Breakfast

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction was May 17, 2023 to Casa De Solana Bed & Breakfast for the reservation of Room **** ******** for dates of December 22 through December 26, 2023. Prepayment was processed thru my credit card on May 17, 2023 for $666.78, 50% of the total price of the reservation. On November 10, 2023 we cancelled the reservation. The cancellation policy allows for cancellation for free 14 days before arrival. Casa De Solana has not refunded the prepayment. First stating the refund was due from Booking.com, then that they never received the prepayment for the reservation. I have copies of the credit card statement, confirmation of the reservation, cancellation policy of the B&B, document showing cancellation, and correspondence with the Innkeeper requesting status of refund. I'm not sure I can upload the documents, can I fax them?

  Business response

  01/03/2024

  Thank you for your recent communication. 

   

  We are happy to assist in resolving this issue.  Our records indicate a reservation was in fact made, confirmed and cancelled through a third party.  No cancellation fees were

  imposed and a deposit was not received or processed on our end.  

   

  We kindly request, *** *******,  to provide a copy of his credit card statement to better assist us in resolving this matter. 

   

  Should you have any questions, please contact me at your earliest convenience.

   

  Sincerely,

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a reservation at ********* ***** *** (****** *** ** **** ** ******* on January 21 for a March 1 arrival for 3 nights. 2 hours before check-in, I was contacted and told the room we reserved would not be available due to construction issues. When we arrived, we were put in a cheaper downgraded room in Casa de Solana. The following morning, we were instructed to pack all our belongings and leave in the lobby of the inn (including computers and electronics) which I wasn't comfortable with - parking was 3 blocks away. After spending the entire day out (we had no room to go to, to refresh, rest, etc.) we arrived back at the inn and were told that the room we reserved and paid for was not available again. We were then put in a room, based on advertised prices, that was cheaper than the room we had reserved and had already paid for. I then asked for assurance that we would not be moved again and was told of course we would have to pack up and move again the next day. At this point I was so upset this had ruined our trip, we made the decision to return home and vacated the property the next morning (March3, 2023). We were told the second night by the co-owner (***?) that they would comp one night for us given the trouble and my husband told the other co-owner (*****?) the morning we were leaving that we expected the third night to be refunded given we were leaving the property and given they had not provided the service we signed up and paid for. ***** indicated she had nothing to do with the inn's finances but she would talk to her sister ***. We have not seen any refund at all. Of note there was no sign of any construction activities at the sister Inn across the street and the Inn was fully lit at night and looked full. Of course the breakfasts for the Inn's are separate so we did not have the opportunity to meet or speak with any of the guests at the Victorian. This smells of Bait and Switch. They owe us $633.34 for the 3rd night and the comp night.

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