Southwest Piping Supplies

Initial Business Response /* (1000, 9, 2016/09/21) */
In regards to the complaint from [redacted], I have attached all correspondence that I have with [redacted]. On our web site it states that we have a cancellation policy, and like any other accommodation we request a credit card to reserve the rooms as we...

cannot operate on no shows. The first email clearly states we would need VISA # ( in which [redacted] ask would mastercard be fine) to confirm but the payment would be taken until arrival. We did try contacting [redacted] that evening but to no avail. It seems if there is a cancellation request neither party has a copy of that ... and we did not change our email address. T[redacted]e were plenty opportunities for [redacted] to cancel the reservation as you can see with the emails [redacted] was able to make decisions on [redacted] pet situation and the policy is clearly stated there.
Initial Consumer Rebuttal /* (3000, 13, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The compliant is that a cancellation policy was not disclosed prior to asking for and receiving credit card information. Which can be confirmed in the emails. Thus acting in bad faith.
A business needs to be upfront about their business practices before requesting credit card information. Disclosing a policy in fine print at the end of an email, after already having a customers credit card information is sneaky and bad business practice. Credit card information was not provided until I received an email saying that PAYMENT WOULD NOT BE REQUIRED UNTIL CHECK IN. The credit card information was a protocol for holding the room. It was never to be used. Those were the terms of the agreement.