ComplaintsforEmbassy Suites Loveland - Hotel, Spa and Conference Center
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hilton Embassy Suites, Loveland CO ***********************************************************************************************************************************************************************************: bill, ticket This hotel has hired an unscrupulous company, Airgarage, to shake down their guests for parking. Upon checking in, I was told to scan a QR code or send a text for parking payment. Not having a QR reader I sent the text. The web page provided in the text link did not work. Found this fake ticket on my vehicle next morning. Of course the "pay volitation" website worked fine. No help from the front desk.Now I'm being hassled by Airgarage over the parking fee. Private companies may not enforce parking regulations at this location, as is almost always the case. See:******************************************************************************************************** While I think Airgarage is a scam, I place responsibility on the hotel. A full refund of my stay would be an appropriate message to send to whoever approved this idiocy.Business response
03/20/2024
We do charge for parking, and have over 80 QR code signs on the property, along with some sandwich board signs at the entrances, flyers at the front desk and stuffers in the key packets. Multiple ways to pay for parking. Unaware if the text portion to pay was not working at the time. I have had no other complaints about it not working. He states that the pay violation site is working, but if he is being "hassled" over non payment, then it sounds like he didn't pay.
This company handles other ****************** Hotels, along with many others nationwide, and this is the first complaint that I have heard to this nature. Our corporate attorneys vetted this agreement, and if there was an issue, then I would think they would have known of any issues.
This guest attaches a 5 year old article from the internet as proof that they cannot enforce a ticket? I am not going to debate the law, statutes, etc. with this guest.
I will write the guest an email, stating that I will refund his $381.00 even though, I believe it is way over compensated for the issue. I will offer to void his ticket as well if it is not already taken care of.
Also, the letter I received yesterday is the first notification of this issue. Can you please let me know what email you had sent it to previously?
A snippet of the email I am sending to **************** is attached.
Sincerely,
*********************
****************************************************************Business response
03/20/2024
Hello,
I just found out that my Assistant GM had already credited one nights room and tax, so he already took 50% off his bill. We will do the other 1/2 still, so his entire stay was comp'd, as well as I waived his parking fee, so he shouldnt get anymore communications regarding this issue.
*****
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.