Wouldn't uphold booking after terms were set!!

Royvon Boarding and Dog Training Kennels, Merthyr Tydfil - www.royvon.co.uk
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Guest's review of Royvon Boarding and Dog Training Kennels, Merthyr Tydfil - www.royvon.co.uk

“Wouldn't uphold booking after terms were set!!”

★☆☆☆☆

written by on 02/07/2015

Very annoyed with Royvon. Their employee gave me a tour of the facilities, then we spoke about my kennelling needs, which weren't straight forward. Then we sent several emails agreeing to terms and price. So I took our dog for his kennel cough vaccination at a cost of £21 as this is a requirement of Royvon. On my return from the vets I called in to the office to pay the deposit as agreed with a member of staff at Royvon, but a different person, maybe the matriarch, would not allow the booking to go ahead, obviously thinking it made no business sense. However a company should realise that it has a duty to it's (potential) customers to uphold it's employee's decisions. So I'm £21 worst off, have had one email from them since my complaint over a week ago. Would like to have given a review on their kennelling, day care and training services, but I can't as we didn't make it that far.

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Darren James's Comment

Written on: 11/07/2015

Response 1.

Hi I am very sorry that you feel we acted inappropriately in this matter. I do not know the full details but happy to investigate and report back to you. I would like to point out that we have many inquiries for the summer period but rooms are not allocated until a deposit is taken. This fact obviously wasn't communicated clearly enough which I apologize. We have a set number of rooms available and when they are all booked with a confirmed booking then all that space is taken and no other bookings can be accepted. In order to help me investigate please send any information and copies of emails to us. Kind Regards Darren James MD

Response 2.

Hi Thank you for sending the information. I have investigated and my response is as follows:- Your intent was to make a booking for 3 weeks over the summer holidays so that you were able to use in the event that your 'Plan A' did not work. Our terms and conditions are that if you did not arrive on the arrival date then the booking would be classed as a 'No Show' and the booking would have been subsequently cancelled. Therefore you would have lost your deposit on same date as the planned arrival date. My colleague wouldn't accept the booking for these reasons. If there is any other way that we can help as a 'Plan B' then please email me direct. Kind Regards Darren James MD

Response 3.

We cannot accept a booking without a start date, therefore a date would have to be given in order for a room to be allocated. There is obviously a communication glitch in the communications and if any of my team were responsible for such a glitch then I am sorry for their part. I am pleased that you have found a suitable 'Plan B' and that you are now able to enjoy your holiday with piece of mind. I am sure that your vet will confirm that the vaccine is good for your dog and will safeguard your dog against an extremely contagious condition for the next 12 months. Your dog will now be safeguarded for all future interactions with dogs wherever that may be. Kind Regards Darren James MD

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Lee.e's Comment

Written on: 13/07/2015

Hi, as I have already said to you, we will get no where fast with this. I think you are failing to understand, that although you have terms and conditions set as a policy, one of your employees changed these and agreed to take my booking. When I then came into the office to pay the deposit the person there wouldn't accept the booking.

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