Good Afternoon,
Thank you for your most recent correspondence. However, I note some inconsistencies in your investigation and results.
First, as I originally stated, we paid for an “Ocean Front” room at the time I booked our reservation. Upon our arrival, we didn’t have any room due to a booking error on the part of the hotel. We were initially assigned from 454 which overlooked the water treatment plant for the hotel. Obviously, not an Ocean Front room.
We were then moved to room 725 in the South Tower. This room was not an Ocean Front room as it overlooked the pool to the left and landscape beyond that and a portion of the bay at right. As you can see, the website for the hotel describes the Ocean View room as follows:
Ocean View
Located in the South and North Pointe Towers, these rooms offer views of the lush hillside landscape of Ocho Rios and/or a partial ocean view. The furnishings are sleek and comfortable, and all rooms feature the simply elegant, and 2-toned decor with blue and green accents. This is what we had for five nights.
What we paid for and didn’t get was the Ocean Front room, described on the website as follows:
Ocean Front
Located in the South and North Pointe Towers, you'll enjoy direct beachfront views of the Caribbean Sea. Relaxing on your private balcony will be the perfect spot to begin your day.
We did not have direct beachfront views.
Second, you have generously refunded the difference of $9.10 which you have calculated to be the difference between an Ocean View room and an Ocean Front room for one night.in looking at the website today, the difference is $38.01 per night per person. I doubt there would be that much difference in the rates within less than the last three weeks. It would seem appropriate to refund my account the amount of $380.05.
I am in hopes that we can come to an agreement on this matter. I look forward to your reply as I would like to continue to do business with your company.
Sincerely,
John Engelke
Claims Manager, OfficeMax, Inc.
TEL: (Personal Information Removed) | FAX: (Personal Information Removed) | CELL: (Personal Information Removed) | (Personal Information Removed)| http://www.officemax.com
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From: Customer Care [mailto: [email protected]]
Sent: Monday, April 29 3:28 PM
To: Engelke, John
Subject: CheapCaribbean.com booking #30811677
2003 South Easton Road, Suite 100 * Doylestown, PA 18901
Phone: (800) 915-BEACH * Fax: (267) 898-3678
April 29
Re: Booking # 30811677
Dear Mr. Engelke,
We would first like to take this opportunity to thank you for your patience while we received the response from Sunset Jamaica Grande Resort and Spa. It is always our goal to provide our customers with the best vacation at the best price and we want nothing more than for you to enjoy your vacations with CheapCaribbean.com.
Thank you for taking the time to provide us with your valuable comments. It is unfortunate when circumstances beyond our control occur among the hundreds of properties we carry on our website and we certainly do regret any inconvenience. CheapCaribbean.com has confirmed with Sunset Jamaica Grande Resort and Spa that an Oceanview and not an Oceanfront room was received for the first night of your hotel accommodations.
We are refunding you for $9.10 as that is equal to the difference for one (1) night between the Oceanfront room category in which you paid and the Oceanview room category in which you received. The refund will be issued to the credit card on file that was used to book the reservation. Please be advised that it can take 7-10 business days for the refund to show on your credit card, depending upon your individual bank/credit card company.
CheapCaribbean.com appreciates you as our valued client and truly apologizes for any difficulties you may have encountered. Please be assured that we will continue to work directly with the Management and staff at Sunset Jamaica Grande Resort and Spa to ensure our clients are receiving the service they expect and deserve.
While we cannot change the past, it is our hope that you will give us the opportunity to serve you again in the near future so that we can provide you with a much more positive travel experience.
Thank you again for choosing CheapCaribbean.com!
Assuring you of our best intentions at all times, we remain,
Yours sincerely,
Customer Care Department | www.CheapCaribbean.com
Toll Free: 800-915-BEACH or 800-915-2322 | Fax: 267-898-3678
Office Hours: Mon-Fri, 8am-4pm EST |"Wouldn't you rather be on the beach?"
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