I was looking for an anniversary getaway for my wife and I to go to in July of 07. I found Grunberg Haus on the internet and thought it would be an excellent place to stay. I quickly made reservations. At the time they asked for my credit card number, I had asked why this was and they explained to me that it is just so that they have a legit reservation. Agreeing I gave the card number.
When I placed the reservation they said that they request a cancellation within 15 days, not informing me of the consequences if I didn't cancel within this time. I ended up rescheduling to the dates of Aug 15-19 with no problem. Unfortunately on Aug 7 I had to call to notify them that I may need to cancel my reservation due to military field training and indoctrination training with the United States Navy, but didn't know for sure because I didn't know if I was going to be in training for sure at that time. Grunberg Haus knew at the time of me setting my reservation that I was uniformed service because they offered a discount for military. They had told me on Aug 7 that if I need to cancel that it would be no problem, I had explained that being military I may not know for sure if the training was going to happen a few days until it actually does.
Unfortunately the military is known for a pick-up-and-go-now type of business. Grunberg Haus had informed me to just let them know as soon as I could if I would be arriving at the inn or not and that it would be no problem either way. Again at this point I was still not explained what the consequences were for canceling within a 15 day period. On Aug 13 I canceled my reservation due to military training on the 15th-18th with no problem and no notification of what was going to happen.
On Aug 24th I checked my bank statements and had noticed a $425.10 charge from Grunberg Haus on Aug 22. I had told my credit union what had happened, and they asked if I needed to dispute the claim. I said that I would contact Grunberg Haus first because it is probably just a mistake since I was never able to use the service.
When I called Grunberg Haus that next evening and had explained to them that I had been charged when I didn't use the service, they had told me yes that is their policy. Up until that point I had never heard of any "Policy" I was explained that I needed to put my credit card number down to prove I wasnt giving some false reservation. The gentleman that had taken the call that evening told me his name was Jeff. I had explained to him that I had called prior to the reservation to cancel and even before that notifying Grunberg Haus that I may be involved in some military training but I wasn't sure yet and if I wasn't going to make the trip up there to call as soon as I knew and that it would be no problem. He told me that I should have read my email, saying that I was going to be charged anyway, although I quit using that email after I changed military locations from Camp Lejuene NC, to Bethesda MD on Jun 29 of 07 as I was getting way to much spam in my inbox folder. I had asked the gentleman what happens if someone has a family emergency or something comes up before the 15 days? He had told me "Its to bad".
We had gotten into quite an argument seeing as how this was my anniversary money for my wife and I. Durring the phone call Jeff displayed horrible customer service accusing me of being unfair, and asking at one point in the phone call if I had been drinking. I was just about to finish a 12hr shift in the ER at the Naval Hospital and was furious by this point. Jeff ended up hanging up the phone because I just blew a gasket and used foul language for such a rude remark. I had explained to my wife what had happened, she agreed to give them a call to see if she could work it out. She too had talked to Jeff explaining the circumstances and Jeff said that he would talk to his wife about the situation and that Grunberg Haus would give us a call back. A week later and still no response.
Its to bad that I couldn't have used this lodge, it really looked great. But don't be fooled, you better have no family emergencies, no unexpected business or military obligations and know with 100 percent that you will make it to your reservation. Otherwise... Your still paying, at least for those of you that have read this now know there "Terms" and "Policies" before you make the reservation.
I have reported this inn to the Better Business Bureau and if it can't be solved that way I'm going to my credit union to dispute the claim, I don't know about some of you rich guys but I sure can't just afford $425 out of the pocket, that was our anniversary money. I heard really good reviews on this lodge fortunately all the review writers had made it to there reservation.
By the way for some of you guys that are getting ripped off and reporting it on usacomplaints.com file a claim with better business bureau bbb.org you can also check there website they will give you a list and information on ligit honest business'. Its a good organization.
I do hope to get my money back!
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