Dear Diamond Resorts:* *At the beginning of this month, I was on the road heading back to California from a conference in New Mexico. During a rest stop, I went online to find a place for the night to break up the journey. I used my go-to app (Booking.com) and found that the Kohl’s in Payson, Arizona had a room available. Reception was not terribly good and half way through the reservation process, I lost my connection. When it came back, I assumed the first reservation had been lost and I began again.* *When I arrived at the lodge, I saw that I had two confirmation codes. I told the clerk about the situation. He noted that the reservations had been made * minutes apart* and went on say that I would need to contact Booking.com about a refund as the Lodge had no way of backing out the reservation, which was made in error, of the system. I continued to have problems with my phone so left contacting Booking.com until I arrived home. * *When I spoke with Booking.com, I was told that only the Lodge had the authority to say “yeah or nay” to a refund* they did offer to contact the Lodge on my behalf to work something out. Over the past three weeks, Booking.com has tried, without success, to arrange for a refund. I received the last communication from them this morning which said: we’re sorry but this was a non-refundable booking.* *I am in the real estate business and own half a dozen rental properties* two of which are vacation rentals. Last week, I had a Swiss couple who arrived and, after a very long journey, decided that the accommodation didn’t fit their needs. Per the cancellation policy, they were entitled to **% refund. As a good will gesture (and recognizing that mistakes are made), they received a ***% refund. At the end of the day, I am the one who decides how strictly a policy is enforced so I am reaching out to you to respectfully request that you reconsider your decision.* *Sincerely,* *Ruth Jordan* ***** Barrington Court*Bonita, CA. *********-***-***** *Reservation no: ***********Refund amount: $**.**
GetHuman-chicksfo did not yet indicate what Diamond Resorts should do to make this right.