ComplaintsforQueen Mary

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 9th I stayed at the Queen Mary hotel in ********** the room was paid in advance they asked for my credit card for an $100 incidental deposit the next day I noticed a $250 charge on my card plus the $100 deposit when I got back from my carnival Cruise on June 14 I went to the Queen Mary and asked what the charge was for they said it was a $250 smoking fee violation I don't smoke they said it was a housekeeping issue so I spoke to the manager and he said he would look into I drove home to ******** I called back on June 20th and spoke to the same manager and he told me that I wasn't getting my $250 back that they charged my card and there was nothing i could do about it I told him i wanted some type of proof and he said the room smelled like smoke and hung up

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Booked and paid for harbor view deluxe king room for ******. Full price I. July 2023 for a reservation for check in Feb 16th check out Feb 17th. When we checked in the front desk staff advised that they had oversold the rooms I had booked and was downgrading me to a stand room. And they would give me credit on parking. I did not drive so I didnt need parking. So after much discussion with desk clerk and manager they agreed to a 30% disc. Upon checking out. We came to find that not only did they not credit us they actually charged us an addition ******. We called to speak with them upon discovering the charge on Feb 22 and the female answering the phone preceded to advises that some times when you prepay new charges come up and they have to charge those charges to us and someone should have told us that they did not When Inquired as to the refund for the down grade she advised they refunded us ***** but I advised that this was not showing as a credit but a charge on my card she stated she would send me my receipt showing what they had done. I tried to understand how you could increase a charge after the room had been paid for and she advised she would have to get a manager. She came back said her manager had left and I would need to call back and prices to hang up on me. When I called back she sent me to a hold and never answered again. When I called reservation the gentlemen that answered stated that what she told me was untrue that the only additional charges would be parking. Which we did not have. In summary : I paid for a room I did not get instead of refunded me the additional amount for the lessor room the charged me ****** more and will not speak to me to clear situation up Manager have been contacted twice with no return call

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I stayed alone on the queen Mary Christmas eve this year. Upon checking out they informed me there was a charge for $101 for breakfast for two adults and a child billed to my room. I informed the front desk attendant *******, who also checked me in, that i didnt have breakfast. She said it was a mistake and would take care of it. I checked my credit card statement a few days later to see they still charged me for it. I called back and they said they called the restaurant and it was my room number. Again I said it must be a mistake as I didnt have breakfast there let alone with two other people. They just said well theres nothing we can do. I asked them to speak to a manager and have copies of the receipt and surveillance footage of me in the restaurant. Ive heard nothing back. Either someone else charged their breakfast to my room and they didnt verify or they are just committing fraud.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented two rooms in The queen mary on 9-23-2023 when Me and my family arrived to the hotel we notice room B479 was cool but room B480 was very hot, I tried to turn on the A/C on room B480 but was not working, I told the problem to the front staff and they send a technician to repair the a/c but He cant fix it, I asked for another room, they said hotel was sold out, they gave me a small electric fan but it was not enough to cool down the whole room, And it was already late to look for another hotel so me and my family have to sleep all together on one room B479 because room B480 was to hot to sleep in it, On the morning I requested a refund for room B480 but they denied, and this is not fair that I have to pay for something I didnt use because it was not on good condition, Im looking a refund of my money for room B480 for $360.56, Im sending one picture of the room B480 where you can see the small fan they gave me because they cant fix the a/c Thank I hope you understand me

  Business response

  11/29/2023

  Hello **************,

  We hope this message finds you well. We would like to extend my sincerest apologies for the inconvenience and discomfort you experienced during your recent stay with us. We want to assure you that we take your concerns seriously. 
  
  We understand the frustration of having an issue with the air conditioning in one of the rooms you rented. We are truly sorry that we were unable to promptly address the problem or provide an alternative room due to the hotel being sold out. This is not the level of service we strive to offer our guests, and we fully acknowledge the impact it had on your stay.
  Thank you for bringing this to our attention, and we appreciate your understanding as we work to resolve these matters.

  Sincerely,

  Hotel Management

  
  

  Customer response

  11/30/2023

   
  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,
  
  *******************

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a gift card about 2 years ago directly from THE QUEEN MARY for @250. ******************************** The Queen Mary closed and there is no contact number. The ******* Bank has no records because I bought it through **Q.M and they can't help either, but they take monthly #3 from the card....???? Please, can anybody help me. I saved the #250 *************************************************** but since it is closed he can't and I loose all the money. THANK YOU, *********************************************

*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. ↩