My rental is at the Grand Geneva in the condos as stated in my listing and described in the multiple conversations I and the customer had during the booking process. The condos are about 200 feet from the hotel so to say they are nearby is correct and all guests have access to the hotel premises including the pools, indoor and out, plus have access to the condo pool area so it is part of the Grand Geneva.
I was on vacation myself at the time of the customer's checkout so could not be on premise but did call both the resort and my customer within an hour of getting the first call and made multiple calls afterwards to both my customer and the resort trying to help. My being at the resort would not have helped because of the following:
My customer apparently ,from speaking with resort managers Jesse and Ashley, both on the day of checkout and very recently, had an existing reservation at the hotel booked several months prior to arrival that had not been cancelled and the front desk booked them into that room. My condo also had the customers name, so had the other reservation not existed, they would have been checked into my condo. I am not allowed to participate in a transaction between a private party and a reservation made with the hotel so I can not help.
My customer's story has been that the front desk person appeared to be very confused and upon hearing this sites name gave them a room belonging to a legal organization having a seminar on property. I, believing my customer, sent multiple followup messages asking the status only to be told that the resort would not produce a copy of his hotel reservation and that they reduced the price of the stay at the hotel which he paid. Again, I am not allowed to interact with a transaction between the hotel and private party so can not get more information.
I do question why my customer would not challenge the charge with his credit card if it is a mixup with reservations and not truly a hotel reservation that he had forgot to cancel. I can see why he did book my unit as my condo is bigger and had a much better rate.
So my customer is correct in my not taking responsibility because it is not something I caused or I can help with then or now . I can only hope that my customer remembers in the future to cancel reservations that will not be used so this does not happen again.