ComplaintsforQuality Inn & Suites Woodland - Sacramento Airport

• Initial Complaint

  10/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked my hotel stay via Choiceenhanchedreservations/google for my total charge to be $95.81 for November 12th, 2022- November 13th, 2022 for a one Queen room-non smoking for two guests on 10/23/22 at 2:12pm. However, on my Optimum *********** card I was charged $114.97. I called choicehotels hotels.com @************ for customer relations to see what the charge was for, Ms. ****** said to call back Nov 1st to dispute the charge, because they could not see any breakdown of charges untilI called the Quality **************************** Woodland located at ************************************************** and the gentleman, I think his name was told me that choice hotels charges a 10% commission fee. He told me to call ************* back to dispute. So I called ************* back and the second lady I spoke to told me that the 10% commission is not at all their policy and that I should instead call the Hotel back as well as ************ card customer service number because that is not their policy. So I called Quality Inn & Suites Woodland - Sacramento Airport ******************************************************************** @************** and the gentleman told me there was nothing he could do, he said that because I booked through a travel website, they all charge a commission fee. He told me should have booked through choiceadvantage.com/hotels but instead booked through Choiceenhanchedreservations/google which is a travel agency and they do not list nor are they required to list hidden fees.I explained to him that the charge reflected on my statesment specifically says "Quality Inn& Suites" not choice hotels, even though I booked through them. He went to say that this is incorrect and he cannot help me. I called Optimum card # ************ to dispute the charge to have it removed so that I can purchase a room elsewhere. I did get a cheaper priced room without a refund, but nowhere on the choice comfort or quality inn website does it say anything about a COMMISSION fee. This is ridiculous.

  Business response

  11/02/2022

  11/2/2022                                                                                                   

   complaint id ********

  
  

  Good morning.

  
  

   This email is in response to a complaint our hotel received about your upcoming reservation for the night of November 12th. 

   In your complaint you said that your credit card had been overcharged in the amount of ****** when your reservation was for *****. I am attaching to this email a picture of your reservation showing that the only amount charged by the hotel is indeed *****.

    I am also attaching to this email proof that the travel agent you booked with is also charging the hotel a 10% commission fee.

   Since this reservation was made online, I do not know all the terms of services and fees you had agreed to, but since the reservation was made then that tells me you DID agree to them. 

   Online reservation sites make it very clear to review the details of your booking many times before confirming and also state many times that when prepaying for this low of rate, you are agreeing to this being a NON-CANCELLABLE, NON- REFUNDABLE reservation type.

  Seeing as we at the property are being charged the commision by the travel agent, we are upholding the policy and not cancelling this reservation or refunding it. 

  
  

  Our apologies for any inconveniences this has caused you. Your reservation is still good should you choose to still stay with us on the 12th.

  
  

  Thank you

  
  

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