Any Suggestions?

5 replies [Last post]
Hillbilly's picture
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10/22/2011

Ok, so this is the issue.

I have a reservation that was made 1-24-19. For 3 nights starting tomorrow.

Yesterday I received and email from a lady stating that, "Her fiance was in a bad car wreck and is in critical condition. That they needed to cancel the reservation." She also asked how she needed to go about cancelling the reservation?

So, I looked up the reservation and could not find one with her name attached to any reservation. I did some digging and found an email back from the date of the reservation being made.  I then narrowed it down to one reservation.  I'm almost 100% certain I have the correct reservation that needs to be cancelled.  I called the number thats on the reservation and the number has been disconnected. I emailed them asking if they needed to cancel and within an hour I received a read receipt. They have not responded and I have emailed a few more times.

I also, received read receipts from the lady who contacted me fist about the cancellation.  She has not emailed me back yet either. 

I have charged the card in full but they will not respond to emails.

Should I cancel the reservation and hope to book the room or just keep it and hope they show up?  This is a holiday weekend and we are turning away a lot of guests.

 

The ladys read receipts are coming from California.  A few months back I had something similar like this happen and I had the charge disputed. They marked it as stolen and even got the deposit back.  Both of these reservations were made online by the customer.

 

Thanks for your help 

 

__________________

Hillbilly

 

gillumhouse's picture
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05/22/2008

With no other info being givem, my first thought was a phishing expedition of a wife smelling a rat AKA "a piece on the side". Tread carefully giving no names as none were given to you.

As Copper said,  charge the card ar the appropriate time. And save ALL backup in a special file both printed and on the computer.

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Joined:
06/24/2008

She has not canceled the reservation, she only asked how to cancel. She did not provide you with adequate information to finalize the cancellation.  You have done all you can do at this point.  You were correct to charge the card in full.  

Had you taken a deposit at the time of booking?  Was the reservation made online?  If I recall you use ResKey.  So if the reservation was made online, there should be an IP address associated with the reservation.  If the charge is disputed, use that when you send in the data to support the charge.  ResKey also shows data to back when and where, including IP, the email was opened.  Include all data to support the charge.  I would not supply the email from the woman as she did not supply you with sufficient data to connect the reservation to her. 

 

Hillbilly's picture
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10/22/2011

Yes, her email was titled Cancellation. Here is what it said.

(Hello I have a reservation there this weekend and unfortunately I'm not going to be able to make it because my fiance was in an accident and is in the hospital in critical condition. I was just needing to see how I need to go about canceling my reservation.)

We do use RK and did take a deposit.

Morticia's picture
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05/22/2008

Hillbilly wrote:

Yes, her email was titled Cancellation. Here is what it said.

(Hello I have a reservation there this weekend and unfortunately I'm not going to be able to make it because my fiance was in an accident and is in the hospital in critical condition. I was just needing to see how I need to go about canceling my reservation.)

We do use RK and did take a deposit.

So you've replied back and told her you don't see a reservation for her? And, you've asked the original person if they need to cancel their reservation? And you haven't heard back from either?

But both emails appear to have been opened at the same location?

Hmm.

I'd say they still have a reservation and even if they did cancel I'm sure your cancellation policy would not refund at this late date.

BTW, did you try searching on his name for news about a horrible accident?

__________________

Never judge a person's story by the chapter you walked in on.

 

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Joined:
06/24/2008

Hillbilly wrote:

Yes, her email was titled Cancellation. Here is what it said.

(Hello I have a reservation there this weekend and unfortunately I'm not going to be able to make it because my fiance was in an accident and is in the hospital in critical condition. I was just needing to see how I need to go about canceling my reservation.)

We do use RK and did take a deposit.


Glad you have the RK documentation if a CC dispute comes about.  While the word Cancellation is in the title, the reservation info was not provided (per your orig. post) to be certain. 
 

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