ComplaintsforThe Element Hotel

• Initial Complaint

  11/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'm writing to express my dissatisfaction with my stay at The Westin Element, **********, ** from Nov *****, 2023. I was unfairly charged a $40 late checkout fee with $6 in taxes, which I promptly disputed on Nov 24. The front desk associate's response was unprofessional and unhelpful, insisting I call back later and abruptly ending the call.Further attempts to resolve this via ********'s app and calls on Nov 27 led to no satisfactory response. Despite providing evidence proving my timely checkout, the charges were not reversed. I request a prompt investigation into this matter, the reversal of the late checkout fee, and measures to ensure such incidents don't recur.I initially contacted the hotel on November 24, 2023 at 10:**** EST for clarification and encountered the rude employee.At 10:57pm I called an left a voicemail with the night manager. At 11:38pm I began a text conversation through the Marriott iPhone application customer service where I was assured I would get a response shortly. Receiving no response after two days, I called The Element ********** on November 27, 2023 at 9:30am EST getting the same message, a manager will contact you. On November 27, 2023 at 5:33pm EST, still with no response, I called the Element again and was forwarded to *********************. The Westin front desk associate, ****************, informed me that the hotels managers, including one named ****, had reviewed my account and declined to reverse the charges. I was also informed that there were several notes on my account regarding this issue, including a note about an unauthorized pet, which is also inaccurate because I signed the pet waiver on check-in. It is disheartening the lengths I have gone through to prove my checkout time, including email receipts from other businesses. It is especially absurd because there is no requirement to check out at the front desk, and in fact, there was no one at the Element front desk at the time we actually checked out.

  Business response

  12/08/2023

  ********************,

  I apologize for the difficulty you had in reaching someone to assist you with your issue.  We should have been able to discuss this issue upon your first contact with the hotel.  Because of this, we will waive the late check-out fee.  Please allow five business days for the account to be credited.  Again, please accept my sincere apology for the way this was handled.

  Sincerely,

  *******************, General Manager

   

   

  Customer response

  12/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩