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Business Profile

Hotel Products

All season suites

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:11/02/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a reservation on July 13 for a stay during the first week of October. Upon making this reservation I was informed that I had free cancellations. I called to cancel this reservation after being in an accident that left me in the ICU for a week and in the hospital for 19 days. The cancellation was made within 24 hours before my planned time of arrival. The business still charged my debit card ******* even though my wife called to cancel the reservations completely. She also thoroughly explained this was an unavoidable emergency situation that should absolutely be eligible for the FREE cancellation policy. I will be glad to provide documentation of my injury, surgeries, ICU, and hospital stay if needed. The fact that I was not charged for the entire stay should be proof that a cancellation attempt was made. If not, I can try to get phone call logs.

    Business Response

    Date: 11/04/2023

    Our policy for all reservations is a minimum 72hr period prior to the arrival date to receive a free cancelation. This is also addressed on the website and along with the Confirmation that was sent out to the guest. We do not make any exceptions to this rule as it effects our business. 

    Customer Answer

    Date: 11/06/2023



    Complaint: ********



    I am rejecting this response because: I have read four season suit website cancellation policy which is very very vague. However, their website states that if you have a non refundable charge and you believe you have a special circumstance you may still request a full refund. I know that being unconscious in ICU should qualify for a special circumstance. Charging a customer that is physical unable to keep a  travel reservation is taking advantage of a customer and adding financial hardship during a time of distress. I do not accept an explanation of no exceptions when special circumstances are listed as a possibility on their website. Also - their is no record of having a 72 hour cancellation policy. This cancellation was made a full 24 hours in advance and at the absolute earliest time possible on my part.




    Sincerely,



    ***** ******

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