Business ProfileforLouis Shaw Designs

I booked a week in July for a house in LBI through this company. Unfortunately I had to cancel my reservation. It was canceled end of March and I was told that when I cancel the company takes 15% of what I put down as a deposit. If they were true to their word it would not have been a huge loss, but instead they took 15% of the total amount of the rental week plus an extra $219 for **************** and an online booking fee. The reservations Manager apparently didn't know what she was talking about when she gave me false information. I lost a lot more money then was expected. I Definitely don't recommend this company and I want my money back! absolutely disgusted.

Hi *********,Thank you for taking the time to provide feedback on your experience. We regret that your cancellation resulted in disappointment and inconvenience.We understand your frustration, but we would like to clarify that our cancellation policy is clearly stated in the contract that you agreed to and signed when making your reservation, which we have included below:CANCELLATIONS **************** is highly recommended, especially during hurricane season. Cancellation is permitted as follows:1) If Renter cancels, and the premises are successfully rented to another tenant for the same amount as in the existing lease between Owner and Renter, Renter will receive a refund of the rental payment(s), less a fee equivalent to 15% of the total rental rate. Administrative and booking fees are not refundable. Renter will receive a full refund of the security deposit;2) If Renter cancels, and the premises are rented for less than the amount of the existing lease between Owner and Renter, Renter will be reimbursed the amount of the rental payment(s), less any difference between rent received from Renter and rent received from the new tenant, less a processing fee equivalent to 15% of the total rental rate as agreed upon for this lease. Administrative and booking fees are not refundable. Renter will receive a full refund of the security deposit;3) If Owner is unsuccessful in renting premises due to a cancellation, Renter forfeits all rental payments, excluding the security deposit;4) Should Renter be unable to take possession of the property due to city, state or federal mandate in effect during the reservation, precluding occupancy of the home, Owner shall reimburse Renter's monies on a prorated basis for that portion of the reservation affected by the mandate. Owner shall not provide refunds for cancellation due to conditions that have not resulted in the aforementioned mandate, including but not limited to weather-related events, travel restrictions, and pandemics.5) Should Owner have to cancel the contract, Renters monies will be refunded in full;6) Neither late arrival nor early departure shall warrant any refund of administrative fees, processing fees, or rental payments. Renters whose itineraries result in a shortened stay shall not be entitled to a refund. ** the event of a "no show" by ******, all monies shall be forfeited, excluding the security deposit.It outlines the various scenarios and corresponding refund policies. This is our way to make sure guests can make informed decisions before they make a reservation with **. We apologize if there was any confusion or misunderstanding regarding this matter.We want to assure you that the homeowner promptly refunded the appropriate amount according to the terms of the contract. We believed the issue was resolved since we did not receive any further communication from you. We would have appreciated the opportunity to discuss this privately and address any concerns you had.Again, we appreciate your feedback. We are committed to constantly improving our services and communication to ensure transparency and provide all our guests, as well as potential guests, with comprehensive information.