The Spencer Hotel at Chautauqua Complaint - Beware – Cancel and still pay IN FULL - $0 Refund

Review by KaceyL on 2009-07-31
CHAUTAUQUA, NEW YORK -- Made a reservation at The Spencer Hotel by telephone, 3+ weeks before planned stay, and several days later (3 business days) we had to cancel. Guess what, our credit card had been charged for the full amount ($850) and it’s NOT coming back! Supposedly this is "like other resorts" although I can't find one that has such a “cancellation” policy. Not only is this an absurd policy, it was not mentioned until well after they took our money.
Even more unbelievable, the owner and staff explicitly and repeatedly advised us to commit insurance fraud! Both verbally and in writing, we were advised to contact Travelex Insurance, buy insurance under the false pretense of ignorance that we had already canceled, and then soak THEM for the money that The Spencer Hotel had just pocketed.
I even offered to pay them a 25% penalty fee for “holding the room” a crummy 3 business days, but that was not good enough for them. You see, times are tough and they need all the money they can get. This hotel may or may not be a nice place to stay… but I definitely wonder… if they have such a severe and unyielding attitude toward prospective customers, how do you get treated while you’re there?
Final comment: I know I’ll never make another hotel reservation without first being provided a clear and fair cancellation/refund policy.
Comments:3 Replies - Latest reply on 2009-07-31
Posted by BEJ on 2009-07-31:
Dispute the charge with your credit card company.
Posted by Pepper on 2009-07-31:
contact the ftc
send copies of the emails / letters where they tell you to buy insurance and soak the insurance company
Posted by Soaring Consumer on 2009-07-31:
Best answer BEJ and PepperElf.

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