Hello, huff-ga!
When seeking a refund, it is essential to clarify why the refund is
"justified." A request for "money-back" simply because you did not
like the product or service (especially after you have used it) will
rarely suffice.
If you are requesting a refund for payment "after" you have have
stayed in a lodge or hotel, you need to make a very good case! Why,
for instance, did you simply not ask for the refund after seeing the
room? Why did you not ask for a refund after the first night if it was
an extended stay?
I am assuming your case is theoretical based on a similar question
you have asked in the past. Therefore, it is essential to think up
some theoretical reasons why you were unhappy with your stay, and why
the refund is warranted. If your question is not theoretical, and is
based on actual experience, then you will have your own, very
particular reasons for the request.
Therefore, let's get started. Before you write the letter, there are
some essential points that you must answer. I have provided some
"sample" answers to get you thinking!
1. What are the reasons you are requesting the refund?
===================================================
A. The advertisement for lodge services or quality was very
misleading! (ex. the 5-star lodge was filthy, the lodge advertised an
outdoor swimming pool which was an essential reason for your choice,
and the pool was non-functioning (no water) or unusable due to dirty
water, etc.)
B. You felt unsafe! (ex. the janitor or housekeeping staff made
unwelcome intrusions into your room, your ground-floor room had a
broken lock on the window, a rowdy group of guests was drinking and
partying in the parking lot each night!)
C. The hotel personnel were extremely rude! (In this case, you
will have to document the particular person(s) and the behavior that
was unnacceptable. If you do not know the person's name, you can
document the day and time of their work shift.)
2. Why did you not request the refund immediately?
===============================================
A. There were no other place to stay in the area!
B. There were other places to stay but they were not a viable
substitute! (very inferior, too expensive, didn't allow pets or were
not suitable for children!
C. The incident that prompted the refund request occurred close to
the time of checkout! (ex. You stayed at the lodge for a week, and on
the 6th night, someone entered your room which had been left unlocked
by the maids, and stole your camera and money.)
3. Why should the company give you the refund?
==========================================
A. They will lose at least one, and perhaps many future customers
if they do not remedy their problem.
B. The hospitality industry should go out of their way to provide
guests as pleasant an experience as possible while they are away from
"home," and your stay was anything BUT hospitable.
C. You will certainly write a letter of some sort, on a website
complaint board or letter to the Editor of the lodge's local paper to
complain about the service. (This should NOT be construed as
threatening, but businesslike!)
D. Primarily because their good reputation is hanging on the
pleaseant experiences of their guests!
Make sure you state clearly the name(s) and dates of your reservation
and provide copies of supporting documents with your letter.
================================================================================
If you had items stolen, identify each one in particular. If you can,
try to get a valuation of their cost.
If you have pictures to verify the hotel's condition (ex. your
children are standing in their bathing suits, crying, next to an empty
pool!) send them along!
If you have any guest that visited you during your stay, and can
verify your claims, have them write a letter to support your
statements.
===
Now, on to the sample letter! I will use some examples from the points
stated above, but you can insert any information that you desire based
on your preferences or actual experience!
************
[DATE]
[NAME] OR [TITLE]
[TITLE] OR [LODGE NAME]
[ADDRESS]
[ADDRESS]
Dear [NAME]: OR [SIR of MADAM]: OR [DEPARTMENT HEAD]:
I am requesting a refund in the amount of [FULL (OR PARTIAL PAYMENT)]
due to the unsatisfactory experience I had at [NAME OF LODGE] during
my stay on [DATE]. Although I was looking foward to my visit and had
anticipated a pleasant vacation, I was very displeased with the
condition of the lodge and the misrepresentation presented in the
advertising.
The advertisements for [NAME OF LODGE] claim that it is a safe, clean,
modern facility with a fully-equiped fitness room and indoor and
outdoor pools. Although there were other hotels in [LOCATION], I chose
[NAME OF LODGE] in particular due to the two pools and exercise room.
Upon my arrival, I found that the outdoor pool was closed for repair,
and the indoor pool was unclean and full of cracks. The fitness
facility had only three pieces of equipment. One was dismantled and
leaning against the wall, and the other two pieces were broken and
unusable. The advertisements for [NAME OF LODGE] clearly
misrepresented the amenities that were presently available for guests.
When I approached the personnel at the front desk about the problem, I
was told that "these things happen" and there was nothing they could
do about the unusable outdoor pool. They admitted the indoor pool
looked dingy, but they assured me that guests do swim in it from time
to time! They told me they were also waiting for new fitness
equipment, as the old pieces had been broken for "quite a while."
As stated, I chose [NAME OF LODGE] primarily due to the extra
amenities I desired. There were no other hotels in the area which were
satisfactory, or I would have cancelled my reservation and sayed at
another facility. When I asked for a refund upon checkout, the front
desk receptionist informed me that I would have to take up the matter
with the management.
I am enclosing copies of my reservation and the paid bill. I believe
the advertisement for [NAME OF LODGE] is extremely misleading and
provides grounds for a refund. I hope you will agree.
At this point, I have no intention of visiting [NAME OF LODGE] again,
even though I come to [LOCATION] quite often. Because my stay at [NAME
OF LODGE] was a major disappointment primarily due to the
misrepresentation in advertising, I hope you will consider my
complaint seriously. It would be a shame for the lodge to lose future
guests due to shoddy conditions.
I appreciate your consideration of my request and expect a full
refund. If, at some future date, I see that [NAME OF LODGE] has taken
my complaint seriously and keeps the facility in full repair as
advertised, I may consider another visit.
I await your reply.
Sincerely,
[YOUR NAME]
[COMPANY REPRESENTED, IF APPLICABLE]
[ADDRESS]
[PHONE]
===============
Again, the above sample letter can be tweaked to include various
reasons for refund requests, depending on individual circumstances.
However, it is important to support your request for a refund with
fair arguments and document reservation information and any financial
losses if property has been stolen.
Please let me know if you need additional clarification, and I will
be happy to help if I can!
umiat-ga
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