ComplaintsforKellogg 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
10/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The bathroom in my original affordable room flooded as soon as I got there. At first told me no other rooms available and to use a towel. It got worse so they somehow found a room, but right below on the “executive level”. Water pockets formed in the paint and ran down the wall when they popped. The drywall was so wet it couldn’t hold screws and the shower bar sagged below head level, only held in by pressure. I was flexible and understanding. I agreed to stay in the room since they didnt have another (they claim). The night counter saw it in person the second night and agreed the room was unrentable and I could stay another night. Came back and locked out, I was called a holdover and treated rudely and they tried to charge me $500 for the upcoming night. I refused, but they let me stay in the room under a new agreement and would give me a discount. Gave me a paper with no rate listed, I gave them my CC for a deposit. I also paid for three nights of parking. Next morning I tried to check out. They somehow couldn’t figure out how to print my parking receipts, first tried charging $500 again, then lowered to $199 but the receipt for the room said $350 and under someone else’s card entirely. I brought to their attention. After more than an hour of just trying to check out, I was late for work just needed to leave. I still never got any accurate receipts and my bank statement said they charged $250. They were not transparent on what they were charging. Roped me into paying more for a room through no fault of my own, employee looking at my damaged rooms admitted their is no preventative maintenance and this has been an ongoing issue. They can’t seem to keep their book keeping correct or protect peoples payment info. Receipt says $350 to an ******** ****** card, which I’ve never even owned. Wildly rude as well. Trash collected before 5 am right outside my room. Slamming dumpsters and violating noise ordinance and shows blatant disregard for the comfort of their guests.Business response
11/13/2022
---------- Forwarded message ---------
From: *********************** <***********************************>
Date: Thu, Nov 10, 2022 at 1:20 PM
Subject: Complaint ID # ********
To: [email protected] <[email protected]>
Hello BBB Team,My name is Qais R******* and I am Front Desk manager for Kellogg conference hotel at *********.I am writing regarding the complaint we received for the guest (***********************) who stayed with us from 10/09/22 - 10/11/22 and then he had another day added 10/11/22 - 10/12/22.Based on complaint ID ******** the guest made several incorrect statements, First that we tried to charge his card for $500 or 250 or 350 which is incorrect. His card was just for incetandals hold of $25 per night and the parking charges of 45 + tax + 53.10 per night which we refund all the parking charges for him due to issues he mentioned to us and as a guest recovery we refund them all of them. Second, that the credit card he is mention that was someone else and the agent show him by mistake is that was our 3rd party VCC which we do not disclose to guest but since he was a little difficult to the agent and the agent got nervous and showed him to make him sure that his card was not charged. I am attaching two refunded parking charges invoice please see below.Any questions or concerns please reach out to me.Best Regards,Qais R******Front Desk ManagerKellogg Conference Hotel800 Florida Ave, NE
Washington, DC 20002Customer response
11/13/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: my card was charged $250. I have the credit card statement to prove it. However, the receipt I have says $350. He forgot to mention that the only reason I was in that room was because the first one flooded immediately. I was only difficult by day three of being jerked around by they these guys. I was very understanding up to the point where they couldn't explain my charges or print basic receipts.
Regards,
***********************
*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.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.