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Lone Star Pet Lodge / Refuse to refund my money

1 6140 Hwy 6 Ste 92Missouri City, TX, United States Review updated:

Don't support Lone Star Pet Lodge. They demanded a deposit up-front to make a reservation for boarding our dog. I made a reservation early one morning based on a recommendation from another kennel. Later that day we drove to the business to check it out. It was extremely noisy and the staff were non-responsive and apathetic. We cancelled our reservation the same day but they refused to give us a refund. There are much better choices in the Houston area.

Va

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  • Wd
      8th of Jan, 2009
    +1 Votes

    The unfortunate part about these on-line complaint boards is that the business does not even know the complaint exists unless someone from the organization browses the internet like we did today. We remember this client and this representation of what happened is not factual. The client booked a reservation over the phone and it was within our 5-day cancellation policy and it was for a holiday stay when we typically fill up and have to turn other clients away. At the time of the booking, the client was advised that the booking was within the 5-day window and that a refund would not be made if the booking was later canceled. The client did come in later that day to tour the facility and left without comment or complaint of any kind after the tour. The client never showed up for the reservation so it was canceled late in the evening (after closing time) on the day the client was to drop off for the stay. It would not have appropriate to refund the deposit since the client was advised at the time of booking that the deposit was non-refundable since the reservation was within the 5-day booking window coupled with the fact that the client toured the facility without comment and then never called to cancel the reservation.

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