ComplaintsforTownePlace Suites by Marriott San Mateo Foster City

• Initial Complaint

  03/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi,This is *********************. I stayed at the Towneplace Suites in San Mateo Foster City,**********, from Mar 15 to Mar 22 , the ** no. is 324. And I changed the room from 324 to 206 on Mar 22, when I checked in the new stays room 206 on Mar *************************************** if I still used the same credit card for deposit., she gave the new room key directly. The same day later, I found she used the same card for deposit, amount $2040.00. I went to the front desk to ask for change the credit card to the other credit card ending ****. She said the old deposit was canceled and would dismissed from my bank statements about 2-3 business day. But this wrong deposit was still posted at my bank statement until Mar 28. I had to do dispute to cancel this deposit. I used the credit card ending **** for the new deposit was $2040.00. After I checked the statement of my credit card ending **** after two days, I found this credit card was charged the deposit pending 5 times! included $2040, but the other 4 pending deposit without my permit. ( the detail is: Mar 22, $1, $520 and $120; Mar 23, $120 )The detail I was attached for your reference. So I contacted my credit card *** They said this status were unusually, they suggested to lock my card temporary and they should contact the hotel. I did so they advised, and did not contact the front dest staff.This Sunday, Mar 26, Somebody knocked the rooms door very rudely when I was in bathroom ( I hanged dont knock the door tag out of the door), and then my room phone was rang. After I was out off bathroom, I went to the front deck to ask whats the matter happened. That time, one old man was answered the phone call. I waited for him. And then one female hotels staff came to front desk, I asked her whats the matter happened? She said nothing happened ,maybe housekeeper knocked the door after she check the computer. Then I went out the hotel. I was back about 8pm and found the key(room card) did not work. I came to front deck. The old man who answered the phone this after told me, he charged my card $761 and found my credit card was failed, so he canceled my room key. I told him my credit card was locked by credit card *** because many times unusual deposit pending by Towneplace Suite. And I also showed him the screenshot of 5 times deposit pending by Towneplace Suite. And I also asked him if I could pay all the hotels charge when I leave, I did not want to contact credit card *** to unlock the credit card early , because I want to avoid the unusual charge happen again. But he said he did not know why my credit card had so many wrong deposit(he did not check the hotel computer when he said), but I must paid $761.00 before Mar 27 10pm, he ignored what I explained about the situation I met. I contact the Towneplace suite GM by email and ask for if I can pay total charge when I check out instead of pay $761 on Mar 27. Although she replied me, but she did not allow my request . So I had to unlock my card on Mar 27. I found my credit card ending **** was charged $1180 on Mar 27 without any notice or statement from Towneplace ! This is seriously and unreasonable!

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