Caroline W.
I am most upset. Not trustworthy
I booked 6 nights accomodation in Japan ski region. Got two firm quotes. Paid IN FULL. Days later I get a call saying they had "mispriced" - and needed to charge me more. Options were to pay more or cancel! I deliberated and said I would go ahead, it would be inconvenient to find alternate accomodation. Then I thought more about it and decided to cancel. Then they wrote to say they would take 20% of my payment! Unbelievable! I've never heard of being asked to pay more after you've booked and paid in full on a firm quote. BE WARY!
Response from The Luxe NomadNov 22, 2016
Hi Caroline, Thank you for your feedback. We're sorry that you feel this way and are upset as The Luxe Nomad takes its service - and guest satisfaction - to heart. However, we must refute your claim as first and foremost - when the property informed us of the rate change, we immediately informed you and gave you 2 options: (a) to pay the marginal difference (b) to cancel the booking and get a full refund. As you chose to keep the booking (as emailed to us Nov 4th) and thus paid the difference, this meant you were agreeing to the same cancellation policy as before which stated that there is a non-refundable deposit of 20%. This policy is not set by us but by the property itself. You then contacted us Nov 10th, 6 days later, asking for a full refund. At this point, we had already transferred your deposit to the property and they stood by the cancellation policy that 20% is non-refundable. Thus, we were only able to refund you the 80%. Please understand that ski chalets in Japan are very strict with their policies, and once agreed in black and white we cannot ask the chalet to revert the policy. Kind regards, The Luxe Nomad Team