ComplaintsforCandlewood Suites Destin- Sandestin Area

• Initial Complaint

  08/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My fiancé and I stayed at Candlewood Suites and by far this was the worst experience ever! Our air conditioner kept switching over to the heat and we reported it to the night shift manager. Well, she had her son to bring us a fan but with it being 90 degrees in the room, we had to open the window. Totally unacceptable to be sleeping in a hotel with the window open. Even the managers son said it was unbearable. We've contacted headquarters and the hotel still have not compensated us for our stay. They told us there wasn't any witnesses, which again was a lie, and that we couldn't even get a partial refund for our stay. If this is the way they handle business I feel it's my job to give others a fair warning of how Candlewood handles business!

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/08/29) */ Ms. *****'s reservation at our hotel was booked by and paid by **************** Ms. ***** did not pay the hotel directly. The hotel did agree to and did credit *************** for the stay, so further action and request for refund needs to be conducted by **************** Consumer Response /* (2000, 7, 2022/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  07/15/2021 I have a receipt with the amount broken down into how much my total payment for my stay of 936.32. Candlewood suites of Destin charge my account for 1,458.24 extra. Candlewood suites of Destin did five different charges on my account a total of 2,394.56 which 936.32 is correct however 1,458.24 is not. In one of my accounts they over charged 1,458.24. I did not sign a receipt showing that amount. I do have the receipt which I signed for 936.32. I disputed the 1,458.24 with my bank and candlewood sent over a fraudulent document showing the amount of 1,458.24 was a valid payment. Which caused the dispute to be denied. I will have to take matters into the court if they are not willing to return the 1,458.24 that they have taking. I have all documents showing the original charge and what they sent my bank, and I have a recording from a candlewood representative saying that the only and correct charge for the stay of 07/15/2021-07/18/2021 total with taxes included was 936.32.

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/09/14) */ The charge in question was for a second reservation made online via booking.com under a name April ****. Guest claims to have no knowledge of this person. Guest filed chargeback dispute with bank. The bank sided with the hotel due to the card being present for the charge. In order to win a chargeback evidence is provided to the bank to show proof guest was on property. At no time did the guest attempt to reach out to the property regarding the charge before filing chargeback. After finally speaking to the guest 9-10-2021 we refunded the charge to a Leanna ******* she was adamant they do not know this person. Hotel advised guest to reach out to booking.com and bank to pursue further. Hotel is not responsible in ensuring her booking.com information is safe. At check-in the card and ID are validated. Whoever April **** is had valid proof of that card presented at check-in, the bank has also agreed with the hotel. The refund to the guest was processed as a one time courtesy. This guest is not welcome back to the hotel. Hotel will not be responsible for a guests credit card charge negligence. Consumer Response /* (3000, 7, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Fact that our money was reimbursed was good. However Sarah Martin the manager of the hotel did not get to the bottom of the issue. Her response was rude saying we are not welcome back to the hotel. As if we would want to spend our hard earn money with a company who do not respect or appreciate there clients. No matter how customers book. If they feel that booking.com is fraudulent why continue to do business with a third party site? Sarah said the person April Gary had our card and ID to prove it belong to her... That is and was a lie. unless she made a fake card. I believe someone did not do a proper check in and or did not pay attention and clicked Garrett instead of Gary. which then charged our card that was on filed and blamed us for using booking.com. We did not even use that card that was charged on booking.com so I am confused by her response to the entire situation. I am fine with out any further action or response from them. I am Thankfully our money was returned and I did not have to go any further with an attorney, because I most definitely was. Business Response /* (4000, 9, 2021/09/17) */ Using booking.com is not a hotel specific choice. International Hotel Group is the owner of the Candlewood Suites brand. IHG sets all of the hotel's brand standards and who we can/can't use for booking. Booking.com was notified of the issue right after speaking with the guest. They perform their own investigations. There is no further action the hotel can take.

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