grmart's Reviews

Value Money Over Safety of Guests!!!!

We reserved a room at the Emerald Iguana Cottages, in Ojai California, for 2 nights (September 16 & 17, 2006). At the time of the reservation, we were charged for the first night of September 16, 2006. At the time of check in we were charge the tax for the room, for the first night, plus the room and tax for the second night.

We stayed in the room that first night, and we awoke to a city covered with ash on the morning of the September 17th. There was a large fire in the Ojai Forest that was growing and approaching the city of Ojai, where the Emerald Iguana was located.

After returning from breakfast, it became apparent the fire was getting closer, so we watched the local news and they were issuing an evacuation notice for Ojai residents. We contacted the front office, told them our concerns and clearly stated that we were checking out and would not be staying the additional night.

Because the Emerald Iguana was unable to provide us safe accommodations for the night of September 17th, I requested a refund for the second night charge at that time, when we checked out. The desk clerk informed me that she could not authorize a refund, and I would need to contact the manager on Monday, September 18th. When I contacted the Manager, she acknowledged that we had checked out a day early, but she would no issue a refund because it was their policy to charge guests for the full stay at the time of check in and not issue refunds if they had to leave earlier.

When I tried to address this unreasonable charge with my credit card company, the Emerald Iguana Cottages provided both misleading and disingenuous to my credit card company. They are distorted the facts and gave you inaccurate information in order to skirt addressing the issue. Because the Emerald Iguana had me sign off on the second night charge on the first night, my credit card company could not reverse the charge.

If we had chosen to check out a day early on a whim, I would not expect a refund. But we were understandably concerned for our safety because of the proximity of the fire. There were only four highways out of town, and two were already blocked by fire, and an evacuation notice had been issued. I find the fact that the Emerald Iguana would place the desire to make money over the safety of their guests to be reprehensible.

Reviewed on: February 05, 2007