Dune Allen Realty completely disputes this post for the following factual reasons:
First, our terms of agreement and policy are clearly stated on our website and booking page as follows and in fact is the first thing an online visitor sees before entering their information:
Please note when booking your Dune Allen Realty Vacation Rental online that your reservation will be held, but your credit card will not be charged until you are contacted by one of our reservationists to confirm your reservation.
In addition to the terms above, the customer, prior to moving forward must click the "CONTINUE" button at the bottom of the page which states, "By clicking CONTINUE below, you are confirming that you have read and that
you understand the Book Your Dune Allen Realty Vacation Rental above."
Moreover, each of our properties has a required turn date. The property this person (for privacy reasons we will not give her name) selected requires and shows a Saturday turn date on our website, but she chose instead a Friday. She acknowledged to our reservationist that she realized the turn date was not correct, but that she reserved it anyway. This is a precise example of why we contact our online customers before their reservation is confirmed or before their credit card is charged, to first be sure that all reservation requirements of us and our guests are met. In this case, the requirements were not met.
Furthermore, this person was contacted via telephone within one hour of her having made this reservation and was informed that the booking could not be confirmed because the property she was interested in rented only from Saturday to Saturday and that there was a minimum summer stay of a week. The price was obviously more for a week than the three days she requested.
Please note that during summer, minimum stays are required all along our beach except for last minute stays on unreserved units.
At no time did our manager or anyone from Dune Allen Realty ever try and increase our advertised price. At no time did we say that our booking system does not work - we take thousands of reservations a year, our system obviously works very well. Contrary to ignoring reservations, we contact our online guests immediately during office hours and the next morning should the reservation request be made after hours.
Lastly, the person who wrote this complaint also wrote us the following, threatening to post about us online:
My husband and I are both attorneys aware of our legal rights and have never encountered this situation in thousands of online bookings.
If Dune Allen repudiates its contract, we will be forced to report these practices to your Better Business Bureau and post our experience on Dune Allen's Facebook and social networking sites.
This person did write the BBB and we have responded. If this person is indeed an attorney, we would imagine that she would understand our booking terms as stated on our website, especially if she has made "thousands of online books" as she stated in her letter to us.
We are a vacation rental company of 58 years and have maintained a solid reputation as an outstanding company. We are very sorry that "Karina93" is unhappy with us, but we cannot sit back and allow someone to threaten to harm us online and to move forward on that threat because her reservation could not be confirmed. Had she met the reservation requirements of the requested property's Saturday turn and minimum summer stay we would have obviously confirmed her reservation.
Thank you for being fair and reading our response.