Ivet L.
1/5
!WARNING: DO NOT BOOK WITH THIS COMPANY!
My reservations were booked on 10/25/17 for my wedding night directly thru their CS phone because they advertised on their site that they price match and also offer an extra % off. I gave them my CC for the deposit and I received email confirmation which included basic details, policies. That same month I toured the building w/ property manager Francisco & he showed the room type I booked. I got an email on 4/18/18 saying my reservation was cancelled & "If there has been a mistake please call or email us". I called & sales rep said "The units that I was going to get are no longer available & that I could get a refund." I asked to speak to a supervisor, & Sabrina Valdes said back in JAN they changed owners & the units for me were no longer available. I ask why the room types can still be booked on their website? She said that if I want those same rooms, I would have to rebook again. I ask why can't they just re-accommodate me as rebooking now the price is three times more what I paid. She said would have to rebook myself or get a refund for my deposit. I try to explain cancelling my reservation due to switching owners is not for the guest to resolve on their own, & they should be honoring my booked reservation. I told her nowhere on your site or in the email I received did it say that they can cancel due to this. Other vacation rental home companies would do their best to assist their guests with re-accommodations. I asked to speak to a manager but was given email of CEO, Alejandra Gomez. I wrote a very detailed email, yet she responds back with a brief, unsympathetic response "Our sales team should have contacted you before cancelling, as this is our policy, and explained to you that we cannot confirm your Standard Refundable reservation. At this time, we cannot reinstate your reservation as we no will no longer be managing those rooms after August. This is a lie, as of writing this (6/19/18) they are still selling these room types.
I tried one last time & called Francisco & spoke to him about it. He said he'd look into it & see what he can do & get back to me. A week went by & nothing from him, so I text him to see if he had a resolution, but no response. Another week went by & I sent him another text, & he finally says, "Hello it was cancel that booking was done with Lyza when she was here. She no longer works in the company and the amount she gave is not the right amount for the booking for those units that is what I was able to find out". What?! This was not the first time someone from your company mentioned that "Lyza" who made the reservation for me was no longer working here. The company is putting the blame on pricing issues on a former employee. I responded to his text stating that the price of your rooms were what they were back in October for my September dates (I have the screenshots to prove). Regardless of the price & who booked it, your company should be held responsible in providing me with another comparable unit. Francisco did not reply to my response. A week after that, I went through their Accounting department to get my deposit back. This whole experience has been a nightmare!
Sunnyside Retreats has scammed me! They are still selling these same room types on their website as of this letter (June 9, 2018). They have no written policy that reservations (even with deposit paid (mines was held for half a year)) can be cancelled if they change owners/units and guests must look alternate accommodations as the company will not assist on their website or in the email confirmation guests receive when they book. The guests are left to look for their own re-accommodations, this company could care less about guests! I would not wish this experience on anyone! I booked my reservations in advance for my wedding night, to be stress free, but this company is trying to get more money out of another guest by cancelling my reservations, yet still offering the same room types for three times the price I paid! What they are doing is a bait-and-switch.
