My email from a phone call conversation.
Elizabeth,
You should know about this as you were the one I was calling and sending this email. See below. I didn't book this 3 years ago. I booked it 10 months ago. Your POLICY states that you will process the final dues 14 days prior. I have a screen shot of that in case you change it while this is going on. Your first reactions to me talking was to continuously cut me off and not let me finish. Even when I asked you to let me finish you kept cutting me off. You know nothing of good customer service. You also state you can't see what your system is doing which is I'm sure just one of many lies.
My brother, who is a hard working, honest and decent man (something your organization struggles with) talked to the family there at the majestic and that family (who now you're saying is probably lying too) and they said they booked that place over 3 months ago.
SO....if an auto payment is suppose to be placed 14 days prior to a trip, how could your company book that cabin to someone else 3 months ago? Everyone is lying but you?
All you or Melinda had to do, was be decent and say you messed up. You double booked. Your system missed something, but no. At no point, could you take any blame. Shame on you. I was glad to hear that you weren't the person I talked to on Friday, because I thought as the owner of the organization, you'd hear us out and be SOMEWHAT APOLOGETIC. I drastically overestimated your integrity.
So your texts say it was rude that I hung up? Why should I stay on the phone when you wouldnt let me talk? You continued to cut me off and claim hearsay. It's obvious that you will take zero responsibility for you, your employee or SYSTEM.
So, since you HAVE NO IDEA WHAT'S GOING ON....HERE'S YOUR RECAP.
1. We booked and put down a down payment in January 2019 (not 3 years ago like you texted me.) This email string shows the original confirmation email from your organization.
2. Your website says 14 days prior the final payment will go through with the card on file
3. On the day of my trip I went to look for the cabin information that was suppose to be sent. (here is where i have some blame. I didn't look for the email 14 days ago. I just assumed in my hundres of emails that i had it. ) That's my fault. See how easy that is? Accepting responsibility for things isn't that hard and could alleviate so much.
4. When I couldn't find the information, I called and spoke to Melinda. She told me it was my fault and when the payment didnt go through 14 days prior we lost the cabin and it got rebooked for another family.
5. She then offered to find me another cabin with a different company and will transfer our deposit (which is nonrefundable) though I was mad, I calmed down here because I thought this was my fault and Melinda though rude, was willing to help and give us the deposit back. Which never happens (red flag here.)
6. While on our stay at another cabin which a very nice booking company, my brother stops by the Majestic (your cabin that booked within the last 14 days because we lost it.)
7. Very nice family there from our neck of the woods (rockwall) says they actually booked the cabin not within 14 days, but confirmed 3 months ago!
8. I call you today (Tuesday the 26th of Nov. 2019) and you're the rude one. You failed to let me voice my frustration, concern. I wasnt even made because you weren't the one I talked to or the one that originally blamed me for this happening. But as the conversation continued, and you kept cutting me off and blaming me and the system...I knew you were not going to take any blame. no apologies for the system or your staff's handling of this incident. When you started saying hearsay on the other family, I said we are done and hung up.
All you had to was say, I can't believe that happened. We rely heavily on the system and it made a mistake. That's all I needed/wanted to hear. but nothing. read more
