ComplaintsforJupiter Beach Resort, The

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called the hotel on 2-9-2024 at around 10pm at night to make a reservation for 2-10-24. The next morning on 2-10-24, I realized i booked at wrong hotel. I contacted the hotel immediately that morning of 2-10-24, to cancel and hotel refused to refund me back any of the money i paid for the reservation of $866.64.

  Business response

  02/20/2024

  To Whom it May ********************* see below email communication with guest, ***********************.  As stated to ****** in writing, when she booked this room at the Jupiter Beach Resort, she booked our last room and we held the room out of inventory to ensure she had accommodations with us. 

  The night that she booked with us was a very busy Saturday night, where we turned down multiple other potential guests who wanted to stay with us, to ensure we held the room out of inventory for **************. When she cancelled with such short notice, we were unable to re-sell the room. 

  Although our cancellation policy is very clear on the confirmation email sent to **************, I extended a one-time courtesy of allowing her to use her forfeited deposit on a future stay, within a 6-month time frame, as a gesture of goodwill.  

  Email communication with ************** stating this can be seen here:

   

  From: *********************** <******.*****@jupiterbeachresort.com>
  Sent: Tuesday, February 13, 2024 4:12 PM
  To: *********************** <*********************>
  Subject: Re: Urgent- Please Respond Confirmation Number: 34656068
  
  Hi ******,
  
  
  This credit would be available at Jupiter Beach Resort & Spa.  Total for the credit is ($866.84).  Once you have rebooked I'm happy to look into finding you a nice room and making sure you are well looked after.  I look forward to hearing back from you on this booking, and ensuring you have a great experience with us onsite.  I hope you have a wonderful remainder to your day.
  
  
  Warm Regards,
  
  
  ******
  
  
  ***********************;General Manager 
  Jupiter Beach Resort & Spa 
  5 ********* 
  Jupiter, ******* 33477 
  Direct Line:  ************ 
  Hotel Fax: ************ 
  
  
  
  
  From: *********************** <*********************>
  Sent: Tuesday, February 13, 2024 10:19 AM
  To: *********************** <******.*****@jupiterbeachresort.com>
  Subject: Re: Urgent- Please Respond Confirmation Number: 34656068
  
  Hello ******, 
  
  
  Thanks for your email and gesture provided. This was a very expensive error I made and I truly did not ever imagine that this would happen and has really caused financial strrain. Ive booked at many hotels and I have never had this happen with a cancelation. Most hotels operate on a 24 cancelation. 
  
  
  I will keep in touch with you and notify of a future booking to utilize my credit of $866. Can I use this credit at any of the Opal Properties? 
  
  
  On Mon, Feb 12, 2024, 1:00?PM *********************** <******.*****@jupiterbeachresort.com> wrote:
  Hi ******,
  
  
  I'm so sorry to hear of your frustration.  The issue with this cancellation was that when you booked it, we held the room out of inventory for you, preventing someone else from booking it.  Since it was booked for a Saturday night, it was one of our last remaining rooms and we had to turn down others looking to stay.  When your reservation was cancelled with such short notice, we were unfortunately unable to resell the room.
  
  
  I can certainly understand your frustration in this situation, and as a gesture of goodwill, I am happy to hold the deposit on hand for a future stay at the resort.  I would just ask that this is redeemed within a 6-month time frame, and that you reach out to me directly after you have rebooked so I can transfer this deposit onto your next reservation.  
  
  
  Thanks and I hope you have a great day.
  
  
  Warm Regards,
  
  
  ***********************;General Manager 
  Jupiter Beach Resort & Spa 
  5 ********* 
  Jupiter, ******* 33477 
  Direct Line:  ************ 
  Hotel Fax: ************ 

   

  ***********************************************
  Confirmation details for ************** reservation can be seen below:
  
  
  Dear ***********************,
  
  Thank you for choosing the Jupiter Beach Resort & Spa for your upcoming travel plans. We are pleased to confirm your reservation and look forward to your arrival on Saturday, February 10, 2024.
  
  It is no secret that where we call home is a sought-after destination. You *** find that reservation availability for on-site amenities including our restaurants and spa can be limited and require booking well in advance. The same goes for our favorite restaurants around town. To ensure your itinerary is just as you wish, we highly encourage you to contact us a ************ and we'll be happy to assist with arranging reservations for your stay. 
  
  Your reservation details are provided below so you can ensure that everything is accurate. On behalf of the entire staff, we look forward to welcoming you soon.
  
  Warm regards,
  
  ***********************
  General Manager
  
  ***************************************
  
  
  Reservation Details
  
  Confirmation Number:
  34656068
  Guest Name:
  ***********************
   
  Number of Adults:
  2
  Number of Children:
  0
  Room Type:
  One Bedroom Two Queens Suite - Ocean View
  Rate:
  HOLVAL
  Nightly Rate per Room:
  Stay Date Rate
  2/10/2024 $806.25
  
  Excludes taxes, gratuities and resort fees.
   
  Deposit Policy:
  A Deposit equaling $866.84 will be charged to your card 7 Days Prior to Arrival by 4pm EST.
  
  Cancellation Policy:
  This reservation *** be canceled on or before Feb 03, 2024 - 7 Days Prior to Arrival by 4pm EST.
  
  Credit and Debit Card Policy: The credit or debit card used for booking must be the same card presented for payment along with a valid photo ID upon check-in. In addition to the aforementioned deposit(s) taken prior to arrival, a pre-authorization amount will be placed on your card at check-in. This is a temporary hold of a specific amount - it is not a charge to your account, but it can create a hold on those funds or against credit availability. We also *** charge your card for any damages to the room or premises you or your guests cause. Once your actual incurred charges are posted at check-out, based on your bank, credit card company, or institution's policy, it can take anywhere from 24 hours to 30 days for the original pre-authorization amount to be removed. It is your responsibility to be aware of how your bank, credit card company, or institution handles all of your transactions, including pre-authorizations. The hotel will not be responsible for any delay in releasing funds, or returning availability or any fees or charges by your bank, credit card company, or institution as a result of your use of a credit or debit card. We are unable to remove pre-authorizations directly through our hotel. We do not accept any third-party billing. This policy applies for all reservations. Check In Date:
  Saturday, February 10, 2024
  
  Check In Time:
  4:00 PM
  
  Check Out Date:
  Sunday, February 11, 2024
  
  Check Out Time:
  11:00 ***************** Fee:
  Jupiter Beach Resort & Spa is valet parking only at a nightly fee of $25 plus tax per vehicle. Due to the limited parking available, large items such as trailers, boats, RVs, jet skis, etc. cannot be accommodated. Please contact the resort prior to arrival for assistance in making alternate arrangements.
  
  Additional Tax & Service Charges:
  13%
  
  Resort Fee:
  $35 Per Night + 13% tax
  
  Additional Information:
  Minimum length of stay, early check out, and other fees *** be imposed when modifying this reservation(s).
  
  
  Dog Policy: Jupiter Beach Resort & Spa welcomes well-mannered dogs 30 lbs. or less. Guests bringing dogs must have them leashed at all times when outside of the room and will be charged a non-refundable fee of $100 per night, per dog; maximum of two dogs per room. Room type and location restrictions *** apply, including our pool, restaurants, and certain areas of the beach. Guests will be responsible for any property damage inadvertently caused by their dogs. Housekeeping service during your stay should be arranged either when you and your dog are not in the room, or if you are, the dog must be leashed or crated.
  
  
  Certified service dogs that provide assistance to individuals with disabilities are welcome at the hotel and are not subject to the policies and restrictions described above.
  
  ELECTRONIC CONFIRMATION AUTHENTICITY:
  Electronic reservation confirmations are provided to you solely for your convenience. We retain official records of all reservation transactions, including details of cancellation policies, stay dates and room rates. We honor our official record only and will disregard any alterations to this confirmation that *** have been made after we sent it to you. In the event of discrepancies, alterations, or fraudulent variations between this confirmation and our official records, our official records shall prevail. Tampering with this confirmation in any way is strictly prohibited.
  
  
  
  
  
  

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