Complaints

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Sir or Madam: In March I made hotel reservations through **********, itinerary: 72519042533240, for April 2-4, 2023, with the Quality Inn & Suites (QI&S), **** ** ******* **. My younger son and I had hoped to visit and fish for the Spanish Mackerel in the bay for a couple of days. As the time of our trip approached, we realized that his high school varsity soccer team would make it into the playoffs and would be training during the time of the reservations. So, on March 30th at 8:56pm, I contacted (QI&S) and spoke to the front desk associate. This person received my cancellation request and noted that it was finalized. On the morning of April 4th, my wife noted charges ($305.26) to our checking account for the stay at the (QI&S), so I contacted the front desk again at 10:36am. The associate confirmed my cancellation on March 30th, but said she was unable to do anything about the charges since the reservation was made through **********. So, at 10:47am, I contacted ********** and spoke to their representative. They asked if the charges were "pending" and I replied that they were. The representative assured the charges would be removed in 5-7 business days. On April 14th at 7:55pm, I again contacted ********** because the charges were not removed from our account. The representative said she would contact QI&S on my behalf but it would be Monday the 17th before they would know anything definitively. On Saturday, I received a message from ********** stating the matter was between QI&S and me because they handled the payment schedule and would be the ones to reimburse. On April 18th at 9:25am and April 20th at 1:34pm, I contacted (QI&S) in hopes of speaking to the manager. The reply on Tuesday was, "He is not in and I don't know when he will be," and on Thursday, "He will be back in a week and return your call then."

  Business response

  05/08/2023

  This money has been refunded (as of today) it was a hotel.com res so the front desk had no idea they would not be doing the refund.so I made it today.

  Customer response

  05/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19975455, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  James ******

*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. ↩