Refunding of deposits - opinions please

**UofL** · 10-04-2007, 11:31 AM

My husband and I have stayed at the same place for three years with the same rental company for three years.

The past two years we went with 12 friends to Cancun so we had a two year gap.

We are planning to return to the same spot next year because we miss the area so much. Well, our children and their families want to join which is lovely but 'our' place is too small.

I asked for a refund - sent in request in September after just making the reservation. The reservation isn't until June 2008 - next year.

We didn't get a copy of the policy but there is something about not getting back all of the refund in Jan 2008. Very vague.

Did we get back all of our deposit? NO. $50 was deducted for processing fee. September 2007 was the month of my request. Not January 2008. Not April 2008. Not June 2008.

Of course we won't use these folks - the best they can do is apply it toward another spot. The unit was out of commission for maybe two weeks in September. We usually book in January - no problem, lots available, but no I was excited about returning. I had to book now.

I don't think so. Should we lose $50 this early in the booking? Vague policy?

(Had a lot of service oriented issues come up within one week.

Our cell phone provider charged my husband for a $25 horoscope text message that of course he didn't subscribe too.

The accountants who handled my mother's estate, sent us a bill for $2000 instead of the stated $1200. They apoligized for the mistake. These are accountants.

We wrote a check for the inheritance taxes but they didn't allow for the savings on a early payment - they are going to try to get the overpayment back. These are accountants.

We went to a lovely restaurant, Limestone Grill, for Sunday brunch. 6 tables, 2 servers, had to beg for coffee and refills. Placed our dirty plates where we could.

And believe it or not I am nearly always pleasant with people in the service industry because they don't make the rules, but there comes a time where you have to start speaking up and following up daily. I am going to do that with Verizon. I copied the BBB and our state attorney general on my first email.)

(I love message boards so that I can vent.)

Oh yes, the rental agency is located in Grayton Beach and starts with an R.

We'll be down there in June.

**SGB** · 10-04-2007, 12:05 PM

I'm afraid this has become a rather common policy, with about a $50 non-refundable "reservation fee". I assume that it's to cover the time and trouble they went through to find a place for you. However, since you've stayed at the same place with them, they didn't have to do much, and in order to keep a past guest happy, I think they should have refunded the $50.

**ItzKatzTime** · 10-04-2007, 12:35 PM

Originally Posted by SGB

I'm afraid this has become a rather common policy, with about a $50 non-refundable "reservation fee". I assume that it's to cover the time and trouble they went through to find a place for you. However, since you've stayed at the same place with them, they didn't have to do much, and in order to keep a past guest happy, I think they should have refunded the $50.

**seaside2** · 10-04-2007, 01:28 PM

Sounds to me like they are more interested in the $50 than they are in keping a long time customer. Not a smart business move.

At the same time, I know that a lot of people make reservations just in case they might want the time and place and then cancel at the last possible minute. Unfair? Yes? but things like this are what make agencies charge for cancellations.

**DonPtrl** · 10-04-2007, 01:43 PM

Sounds like reservation fee stands for we reserve the right not to refund you your money back fee. Have you told this company that you are a past guest and let the know you will not be returning?

**SWGB** · 10-04-2007, 01:47 PM

Originally Posted by seaside2

Sounds to me like they are more interested in the $50 than they are in keping a long time customer. Not a smart business move.

At the same time, I know that a lot of people make reservations just in case they might want the time and place and then cancel at the last possible minute. Unfair? Yes? but things like this are what make agencies charge for cancellations.

Wait for a rainy weekend in the forecast and see how many people's relatives start dropping dead.

**dunelover** · 10-04-2007, 03:03 PM

Sounds quite fair to me, even though it is a year away. Sort of like a restocking fee. Sounds to me like a lot of bad luck or inconveniences, but the $50 is minimal for the convenience of changing your mind.

**scooterbug44** · 10-04-2007, 03:07 PM

Given how far away from your vacation date that you canceled, and the fact that you are a repeat customer, I don't think you should have to pay the $50 fee.

A last minute cancellation I could understand a fee, but this seems excessive.

**SWGB** · 10-04-2007, 03:14 PM

Many people book in advance, there's no telling how many people would have like to book the same property while being held for you. In addition there is also the actual processing of the refund. Was this paid back via check? Those things cost money. That and a book keeper had to process it and then mail it.

**Minnie** · 10-04-2007, 04:48 PM

It depends on how you made your deposit. If you paid by check, money order, then I would say since you were a previous customer then they should refund your money.

If you paid by credit card, they had to pay a percentage to the CC company when they processed your deposit. If you cancel they don't get that money back, hence the processing fee.

**InletBchDweller** · 10-04-2007, 04:49 PM

I think that if it was 2008 then keep the $$ but lord, it is quite a while away and I am sure the place will get re-booked. In this day and age it seems the company would not want to chase away a customer....I think it stinks...

even though it is only $50.

**scooterbug44** · 10-04-2007, 05:59 PM

Originally Posted by sowalgayboi

Many people book in advance, there's no telling how many people would have like to book the same property while being held for you. In addition there is also the actual processing of the refund. Was this paid back via check? Those things cost money. That and a book keeper had to process it and then mail it.

I understand the advance booking issue, that's why I don't think a last minute cancellation should get a refund, but 9 months notice gives plenty of time to fill that room - especially for June.

Mailing a refund check does cost money, but I consider it part of the day to day operation and overhead of the business and not a $50 charge to pass onto someone who has already given you thousands of dollars in business.

**SWGB** · 10-05-2007, 10:11 AM

So I found an interesting thing on a local rental companies website...

http://www.rivardnet.com/rns/search/rentalterms.aspx

I found this by going to the companies website and then clicking on the very obvious link to "Rental Policies". I realize this is a long document, however the first paragraph is pretty clear.

If you don't read it = don't sign it!

**UofL** · 10-06-2007, 12:28 PM

They changed the website the day after I complained. I did print out a copy of it a couple of days before where it states JAN 2008.

**ShallowsNole** · 10-06-2007, 05:48 PM

After deducting the reservation fee, did they refund any of the rest of your deposit?

I can understand the reservation fee...that's pretty common, and I think that just about any of the local companies would still charge it. Haven't a clue why they would keep any of the rest so far out.

Do keep in mind that your being a repeat customer may not be apparent (unless you told them). Property management personnel change rapidly, and records from three years ago are not generally readily available. At least they aren't when I ask for them.

Good luck -

**yippie** · 10-07-2007, 06:22 AM

Also, if you paid in full using a credit card, the company not only has to pay the percentage when you made the reservation, some merchant services charge a fee when you refund, (credit back) a credit card.

Fees the rental company has to pay can be excessive......

**SWGB** · 10-07-2007, 05:55 PM

Originally Posted by yippie

Also, if you paid in full using a credit card, the company not only has to pay the percentage when you made the reservation, some merchant services charge a fee when you refund, (credit back) a credit card.

Fees the rental company has to pay can be excessive......

I'd change processors, if we refund a credit card we don't pay a fee, that simple. I've never heard of paying a fee to refund.

**Minnie** · 10-07-2007, 08:35 PM

Originally Posted by ShallowsNole

After deducting the reservation fee, did they refund any of the rest of your deposit?

I can understand the reservation fee...that's pretty common, and I think that just about any of the local companies would still charge it. Haven't a clue why they would keep any of the rest so far out.

Do keep in mind that your being a repeat customer may not be apparent (unless you told them). Property management personnel change rapidly, and records from three years ago are not generally readily available. At least they aren't when I ask for them.

Good luck -

My understanding is the deposit was refunded in full minus the processing fee of $50. I have never found any rental company in the area that this was not the norm. In fact some are much higher than that and don't handle refunds of any kind, they only offer travel insurance.

**spinDrAtl** · 10-08-2007, 09:11 AM

I guess it depends on what your rental agreement actually says. Obviously, things may be different for a rental company with multiple properties, but as an individual, my policy is usually (sometimes varies but always clearly spelled out):

Cancellations greater than 60 days in advance - full refund except cc processing fees, if any.

60-45 days - $25 fee - basically because I have held the property for some time, may have turned away other renters, and now may scramble to rent it and also, as stated by someone above, will have a number of tasks to process the refund and try to re-rent the unit.

45 days or less - no refund unless rebooked. Same reason as above except now it is truly last minute. We always recommend travel insurance right in our rental agreement.