The Lodging Company

Thank you for bringing this issue to our attention. We value your feedback and appreciate the opportunity to address your concerns. We're sorry to hear that you've had a negative experience while booking through The Lodging Company. We strive to give every client a great experience and are disappointed to hear that this has not been the case for you. As a booking agency, we work with many property management companies to book reservations for our customers. This means we must comply with the policies set by each property management company. As cancellation policies vary by company, date and property, our Reservations Agents are trained to communicate each specific cancellation policy clearly and to make sure that each customer understands and accepts this policy before booking, as well as offer travel insurance in the event a cancellation is needed. At the time you made your booking, you agreed to this cancellation policy and declined travel insurance. We understand and agree that it is extremely unfortunate that your daughter was injured, and you were unable to enjoy your trip, but it is not within our power to override our vendor's cancellation policies. We did refund you on everything that was eligible for a refund. The Lodging Company typically does not have involvement in or handle re-rentals as it is up to the individual resorts whether or not they would like to try and re-rent a unit that has had a cancellation. It is unknown if this accommodation could have been re-rented, but if it had been, The Lodging Company and therefore you, would still not be eligible for a refund. If you would like to discuss this issue further, please contact us directly. Sincerely, Greg D.