ComplaintsforComfort Inn Oceanside

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hotel Charged me extra money. I booked my reservation though Expedia.com. I booked only 1 reservation for 1 room for 2 people only for 04/19/2024 through 04/21/2024. I paid for my booking $355.96 at the same time of my reservation. I checked in, with no problem, the front desk clerk confirmed that I only had one room. When I checked out, on 04/21/2024, front desk clerk confirmed that my room was already paid for, and there was nothing else. A few days later, come to find out my Citi Credit card was charges an additional $461.82. Credit card denied it, said to contact the Hotel. I contacted the hotel they said it was for another room, and that I was a no show. This is false, because I was there, I only had one room which was already paid for. Contacted Expedia and they also confirmed that I had booked only one room for those dates and it was paid $355.96. The lady at the front desk was not very helpful, she didn't really want to talk to me, but kept saying that the charges are from Expedia. All I want is to be refunded $461.82 for something that I didn't do or used. Why would they say I had another roomed booked when it was confirmed 2x by the front desk clerk that I had one room. I think is is some kind of scam the hotel is running to make extra money.

  Business response

  05/20/2024

  To explain this as clearly as possible--- by the guests own admission---this reservation was made through Expedia.com and if any credits or refunds can be issued, the guests must only go through Expedia.com and not the Comfort Inn Oceanside.  **** tried repeatedly to explain this to the guest that they booked through Expedia.com (not us), which makes it Expedias issue to solve.
  If you notice, the receipt that the guest provided is not even our receipt, its Expedias receipt.
  The room in question by the guest was at no time ever cancelled and this is the policy agreement we have with Expedia.com. We hope this has helped explain the situation.  Thank you.

• Initial Complaint

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fraud alert. Their system booked me on the next day that i needed. Within 45 minutes of booking tried to change days to same day that i originally chose. **** said they had rooms, to rebook but efused to change date despite having available rooms. He wanted to take more money. An absolute fraud. *************** laughed in my partners face about their broken online reservation system and refused to fix the situation. This was the absolute worst experience ive ever dealt with in my entire life and this guy should be embarrassed that his role is customer facing. They should move him to a janitorial position. Laughing in someones face for a mistake of their website, being able to correct it, and choosing not to, wanting to steal $100.00 is ridiculous. The website error was caught literally within 1hr and roughly 24hrs before their WRONG booking date.If you ever need a hotel, if their system messes your chosen days up, you are screwed. They deserve an F rating. **** should be fired.

  Business response

  10/23/2023

  Hello- please re-open this complaint case for due to a mailing issue and the mailer you sent arrived after this case was closed.

  The case complaint # IS : 20615353-b2584.

  The customer made his associates room reservation at our hotel using the wrong dates for his associates hotel stay. The customer made their room reservations on-line with Expedia.com. The guest also paid in advance paying to Expedia.com. When his associate arrived to check into our property, the customer made his reservation for the wrong date. The original reservation ran through as a NO-Show , for the guest booked the wrong date for his associates room reservation and was charged for 1 night and tax for not arriving for the date of his arrival. The customer paid Expedia.com and our hotel unfortunately could not address the charge that was charged for not arriving.

  The associate that attempted to check in was professionally was told that his manager made his pre-paid reservation for the wrong date. The associate ending up not checking in since his reservation had already passed and charged by Expedia for not arriving on the date that his manager made the reservation for.

  Thank you,

  ********************* - General Manager - Comfort Inn - ***************, *******.

  Hotel phone #  *************

  Email address  ****.****** @stayatchoice.com

  Customer response

  10/23/2023

   
  Complaint: 20615353
  
  I am rejecting this response because: this response is full of lies and inaccuracies. 

  I have phone records of calling within 1hr of booking once i reqlized their system booked me incorrectly. 

  They are out to steal money. They had rooms and refused to switch. I have notes from expedia showing this.

  I am informing the attorney general to look into this business as it was theft. They had extra rooms refused to be helpful. Laughed in my partners face. A disgrace.

  
  Sincerely,
  
  *************************

  Business response

  10/30/2023

  Hello- The guest that booked the room reservation for his friend reserved the room reservation and pre-paid the reservation with Expedia.com on line. His payment for the room and tax he paid to Expedia.com not our hotel. With this type of reservation that is pre-paid online with Expedia, we as the hotel can not change or refund the payment. We follow Expedia's rules and policies on errors, cancellations or refunds.

  If the guest wants to further speak with Expedia.com, he is welcome to call them.

  We can not refund his reservation due to the fact is was booked and paid to Expedia.com for the wrong date as the guest has stated.

  If reservations are booked with Expedia.com and paid to Expedia.com we are unauthorized to re-fund or change any reservations on our end which was explained to the guest.

  Thank you,

  Comfort Inn - ***************, *******  - ************ / hotel phone number

   

   

   

  Customer response

  10/30/2023

   
  Complaint: 20615353
  
  I am rejecting this response because: expedia said hotel can change their policy. They refused. 

  Expedia rep called, my friend heard the conversation. They are thieves and had other rooms. This hotel Refused to change reservation despite being asked 45 minutes after booking. Aside from that staff member laughed in friemds face that they had rooms and wouldmt chamge. 

  They stole my money but will have a bad review here and a 1 star review on ******* So if one person doesmt book, then at least they lost what they stole from me. Hopefully more tham 1 ****** sees how they treated me and that 100 dollars they stole turns into ****s in lost bookings. 

  Bad business practices. Nothing they say will change my mind. Consumers should be made aware of this business and their practices. 

  Sincerely,
  
  *************************

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