My family had a reservation for April 4-7, 2013, unfortunately we had to cancel a week before our arrival date due to my 93 year old grandmother had become critically ill & travel was not advised. I expressed this to Erica, who said she was the manager & was told that they do not issue a refund of the deposit for cancellations. I also offered to send the doctor's note that I had to obtain for our refund at another resort in Orlando we were staying at when we left Daytona but was told that it would not be accepted & still no refund was going to be issued. I have to say that I am truly disappointed that we are not only unable to have our family vacation this year but that we are unable to get the deposit back. Family has to come first. Erica also stated that she woud "pray for your grandmother but that because we are a mom & pop resort we cant be nice to everyone because we would go out of business by issuing refunds to everyone." I was highly offended by her uncompassionate attitude & unwillingness to help & be understanding in this difficult time. Giving refunds to deserving guests that have a medical emergency & unable to keep the reservation is not what is going to cause you to go out of business, it is your lack of compassion & morals that will cause you to go out of business. I did not see this policy anywhere on the website as she said it was and I was never told of this when I personally booked the reservation on the phone, although I did see it on the confirmation email. This trip was booked in early January & there was no way to know that we would have to cancel our trip that long ago. I chose this resort based on the good reviews that I read on the different sites but contrary to what some of them said, I did not find the staff to be friendly at all. I will definately pass the word onto my many biker friends that are always looking for a place to stay in Daytona. They have not only lost me as a guest but many other potential guests. I would have been willing to stay there if we had the chance to reschedule our vacation for another time but not now. I understand there are policies put in place for a reason; however there are times when legitimate reasons override the policy should the establishment allow it. Unfortunately, that is not the case here so now I am out money for a stay that is not going to happen & left with a bitterness for this resort & its staff. Please consider this review when choosing to stay at this resort, if it happened to me, it can happen to you! Erica, I can only hope for you that you are never put in this position but if you are, I hope you find that you are treated a lot better than you treated me & my family.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 5, 2013
Dear Ms. Chavis,
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Per our previous conversation, I am truly sorry to hear of your situation and still offer my prayers and positive wishes.
I'm glad you were able to find the time during this difficult period for your family, to review our property. We appreciate all feed back.
As a small business, we must adhere to our policies. I absolutely did offer you the option to use your deposit at a later date. In cases such as yours, I offer a 30 day period and often consider longer periods for guests to make a date change.
You chose not to accept the offer. You were insistent upon a refund of the one night’s stay deposit that you were charged in accordance with our policy, at the time you made your reservation on January 14, 2013. Regarding your statement about not being aware of the policy; it was stated at the time you made your reservation on 1/14/13. It was also stated on your confirmation letter, which was emailed to you on 1/15/13, and it can be view on our home page when you click POLICY at the bottom of the page or at:
As far as your inaccurate quote, I did say that I would pray for your grandmother and I also stated that as a small family run business if I issued a refund for one person, it would not be fair if I did not issue refunds to everyone. I simply could not run a business that way. This is why we have a policy that we follow strictly. Once again, I will point out that you were offered the opportunity to change your dates. I offered what I could, to help you in a situation that is completely out of my control. You chose not to accept it.
I'm sorry to hear that you will not consider us in the future.
I do offer my best wishes to you and your family.
The Atlantic Ocean Palm Inn
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.