ComplaintsforDaytona Ocean Walk Resort

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Sat, SEP 23, 2023 at 6:59 PM I called Travelpass to make reservations to Ocean Walk Resort in Daytona Beach, *******. The representative was told me the owner there was a special rate on the room for the particular day I was requesting. I was excited because it was going to be my birthday! I booked the the room (he told me I had to pay upfront). The confirmation and payment details are below. Nothing went according to plan, the room was not ready when I arrived and the room was not up to par to say the least (I will spare you the details but I have pictures to prove my point). My complaint is the owner charged me $309.48 when the confirmation clearly stated $177.59, otherwise I would have never agreed to stay there. I spoke to the owner as well as the front desk representatives multiple times for resolution with no resolve. I also reached out to Tavelpass.com for assistance since they booked the reservations. They were helpful. I posted their correspondence (breakdown) to Ocean Walk Resort and the owner of the particular room below as well. ---------- Forwarded message ---------From: ReservationCounter.com <************************************>Date: Sat, Sep 23, 2023 at 6:59PM Subject: Ocean Walk Resort 505i Confirmed Booking | Itinerary Number: *********** To: <********************>Ocean Walk Resort 505i Reservation Counter Star Reservation Counter Star Reservation Counter Star ******************* , Daytona Beach, **, 32114US ************ CONFIRMATION Itinerary Number: *********** Ocean Walk Resort 505iApartment, 1 Bedroom This spacious apartment consists of 1 living room,... Read MorePay Now Pay Now $126.00 per night Check-In: Monday, 25 September, 2023 Check-Out: Tuesday, 26 September, 2023 Nights: 1 Guests: ****************, 2 adults, 0 children Rooms: 1 Cancellation Policy Customer Name: ****** *** Customer Email: ******************** Customer Phone: ************ Subtotal: $126.00 Taxes: $35.60 Service Fee: $15.99 Total Cost: $177.59 Billing Name: ****** *** CC ********** CC Number: XXXX - XXXX - XXXX - 9963 Travelpass Customer Support <**********************>Attachments Fri, Oct 13, 2023, 7:07PM to booking, me Please take a look at ticket #******* raised by Mr. *** (********************).??Hello, I am emailing your team to request you reach out to the hotel management of:Ocean Walk Resort 505 ************************************************************** Beach, *******, ************** ?Itinerary *********** Below I will break down the charges from our mutual customer's confirmation:Room *************** USD Estimated taxes and fees:35.60 USDService Fee:15.99 USDTotal amount:177.59 USD ?I have attached the credit card statement from ****************. This shows that the total charge the hotel applied to his credit card was $309.48. The customer reached out to us due to the additional charges. When I called the hotel to verify the charges, I spoke with ****** who identified herself as the manager. She was very hostile and it was very difficult for us to be provided with a breakdown of what the additional charges were. She informed me the additional charges were a $99.00 cleaning fee, a $35.00 Resort fee, and the rest were the taxes on those two charges. The total for the additional charges was $175.48, making the taxes charged by this hotel for the cleaning fee and the resort fee $43.59. The customer was charged $35.60 in taxes for his room charge of $177.59. ****** was very adamant that this problem was our company's fault, we should have known of these charges and we should have charged the customer for these prior to his checking into the hotel. Our company nor booking.com can charge additional incidentals or fees (resort fees, deposit, pet fees, etc.) to the customer, these must be done by the hotel. ****** did not believe this was true, she insisted this was our error because we did not charge the guest these fees, that we had no way of knowing about or disclosing them to the customer. I have reviewed the hotel listing on our website (********************************************************) the hotel has not uploaded any information about additional fees, or possible deposits. We again would have no way to notify the guest or be able to charge the guest for these fees, which would be against our policy and contracted rates. In addition to the surprise charges which almost doubled this customer's total cost, the room was not available for check-in at 4 p.m. when the guest arrived. When he was taken to the room the cleaning staff was still in the room, and not finished. The room was not clean, a sighting of pests, and many quality issues with the room and patio. The guest has pictures he can provide of the issues he experienced with the room. Our guest, Mr. *** is requesting to be compensated for the additional charges that were made to his credit card by the hotel without his knowledge. We have been unable to communicate further with the hotel and request you reach out to this hotel and request the customer be refunded for the additional charges this hotel has imposed. We have issued a credit for the $15.99 service fee our company has charged. The customer feels that if there is not a resolution provided, he will be making public complaints, and escalating further legally. I felt it was fair you were notified of this situation since the guest was informed by ****** that he needed to make his complaint to our companies, not her because we were at fault for the charges. This hotel does not seem to be fully aware of how 3 party bookings work between our three parties, and will not allow us to communicate with her. ?Please reply once you have contacted the management of the hotel and notify us if a resolution is reached so that we may further assist Mr. ***. I appreciate your assistance and look forward to hearing from you. Thank you,******************** **************** *************

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